📝 Overview

This guide walks you through how to cancel a recurring membership on a customer's account from your dashboard.

When cancelling, you will be asked to choose an expiry date and decide whether any outstanding payment should be voided. The option you choose will determine when the customer loses access and whether any further billing occurs.

💡 If you would like to update the cancellation policy on a membership — for example, to control whether customers can cancel themselves or require a notice period, check our relevant guide here.

🛠️ How to Cancel a Membership

To cancel a membership on a customer's account, navigate to the customer's profile and select the Memberships tab. You will see their current active memberships and past memberships. Select the membership you wish to cancel.

On the membership detail page, select the cancel option, and you will then be prompted to choose an expiry date option and confirm the cancellation.

When choosing the date you'd like this membership to stop being active, you'll see there's three available options:

Today
End of term
Specific date

Each one affects when the customer's access ends and whether any further payments are collected. Choose the option that best fits the situation.

Click the arrow to view a breakdown of each expiry date option

1️⃣ Today

Setting the expiry to today ends the membership immediately. The customer loses access straight away and no further billing occurs after today's date.

⚠️ If a payment was due today, Stripe may have already processed it before the cancellation was actioned. If this is the case, you can refund the payment manually from the customer's profile. See the outstanding payment note below.

2️⃣ End of Billing Period

Setting the expiry to the end of the billing period allows the customer to continue using their membership until their current billing period closes, that is, the day before their next billing date. No further payment is collected after that point.

🧠 Example: A customer bills on the 1st of each month. You cancel their membership on the 10th of November and select End of Billing Period. The membership remains active and usable until the 30th of November. No payment is taken on the 1st of December.

💡 This is often the most straightforward option when a customer has already paid for a period they are entitled to use. It avoids triggering any additional billing while still giving the customer access they have paid for.

3️⃣ Specific Date

Setting a specific date gives you full control over when the membership expires. The customer's access continues until the date you select. Any billing dates that fall before the expiry date will still be charged in full, there is no proration on cancellations.

⚠️ Important!

Avoid setting the expiry on a billing date: If the date you choose falls on the customer's billing date, Stripe may already have processed that payment before the cancellation is actioned. To avoid this, set the expiry date to the day before the next billing date rather than on the billing date itself.

🧠 Example: A customer bills on the 1st of each month. You set the expiry to the 5th of December. A full payment will be collected on the 1st of December, as that billing date falls before the expiry. The membership then ends on the 5th of December.

🚨 Outstanding Payments (Void Option)

When cancelling a membership, you will also see an option to void any outstanding payment associated with the membership. Ticking this box will remove the pending payment rather than collecting it.

⚠️ Only tick this option if you intentionally want to waive the outstanding payment. Voiding a payment cannot be undone. If the payment has already been collected, this option will not apply, you would need to issue a refund separately instead.

❓ Frequently Asked Questions (FAQs)

Find answers to common questions or additional details that may not be covered in the main instructions.