Terminate a subscription

Last updated March 26, 20263 min read

Warning: termination is permanent. If the customer just wants a break, use suspension instead. Here are the two options and their consequences.

⚠️ Termination is permanent

Warning: termination is irreversible. You cannot reactivate a terminated subscription. If the customer just wants a break, use suspension instead (see dedicated article).

If termination is what you need, you have two options.

Via Actions → Terminate subscription at renewal. The subscription moves to Ending at next term status. The customer retains access until the end of their paid period. Billing stops at the next renewal.

This is the most common option as it respects the period already paid by the customer.

Option 2: Immediate termination

Via Actions → Terminate subscription. Termination takes effect within 2 minutes. The status changes to Terminated. The customer immediately loses access. No automatic refund is issued.

Consequences

Once terminated:

  • No future billing
  • The customer loses access (immediately or at term, depending on the option)
  • The order and payment history remains accessible
  • The order can be archived

To re-engage this customer, you'll need to create a new order.

Customer self-termination

You can allow your subscribers to terminate their own subscription from the customer portal. Configure in Settings → Options → Subscription Termination Button.

Enabling this option provides a better customer experience and reduces support requests, but may increase churn rate.

FAQ

Can a terminated subscription be reactivated?
No, termination is permanent. To re-engage a customer, you must create a new order. Consider suspension if you simply want to pause a subscription.
Does the customer receive a termination email?
Yes, a notification email is automatically sent to the customer when their subscription is terminated.
What happens if the customer already paid for the current period?
With termination at renewal, the customer retains access until the end of the paid period. With immediate termination, access is cut off right away and no automatic refund is issued.
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