Member Cancellation Process
1. Easy Access
Web: In the Membership tab, directly on their active membership, they will see a “Cancel my membership” button.
Mobile: Option available in the profile menu of the app.
Time required: Maximum 2 minutes.
The cancellation option is available only for memberships with an eligible cancellation policy. If no cancellation policy is assigned, the member must contact your team to cancel.
2. Process Steps
Click on "Cancel Membership" → Launches the cancellation process.
Details are displayed → Cancellation policy, cancellation fee (if applicable), end date of access, last payment date (if applicable), and until when the membership remains active.
Alternative offers → Suggest keeping the membership active or cancelling according to the proposed conditions.
Final confirmation → Member adds a cancellation reason and confirms the cancellation.
The cancellation fee is processed when the member confirms the cancellation, even if the cancellation takes effect in the future.
If the member does not have a payment method on file, the cancellation still proceeds and the fee is recorded as an amount due.
If the payment attempt fails, the cancellation still proceeds. The member sees an error and is prompted to resolve the outstanding payment.
After cancellation
Once the cancellation is scheduled, if the member provided a reason for leaving, you’ll be able to see it in the user’s general history, and in the Membership cancellations report.
At any time, the member or an administrator can reactivate a membership that is scheduled for cancellation.
Key Takeaways
✅ Simple & quick: Members can cancel in just a few clicks
✅ Zero manual management: No more handling cancellation requests
✅ Valuable data: Understand reasons for member departures
✅ Legal compliance: Fully aligned with regulations
✅ Easy reactivation: Smooth return path for former members