Cancel or Deactivate a User Account

Log into your TOOLS account and navigate to the Users section.

Search for the user record you want to cancel or deactivate.

Cancel a subscription

When you click to CANCEL, you are now presented with two options. The first is CANCEL NOW and the alternative option is CANCEL AFTER BILLING PERIOD. In both cases you will need to add a reason for the cancellation.

CANCEL NOW:
This option will change the user state from COMPLETED or DEFERRED CANCELLATION to CANCELLED. The user will be cancelled or deactivated immediately.

CANCEL AFTER BILLING PERIOD:
This option will change the user state from COMPLETED to DEFERRED_CANCELLATION. The user will have access until the end of the billing period and will not be renewed further. Note: Users can also self-service and cancel a subscription from their Account Settings page.

Deactivate and cancel with a prorated refund

You can deactivate and cancel a user account with a prorated refund. This will auto-execute a prorated refund, and cancel the user. When you deactivate the user, you will need to add a reason, similar to the CANCEL functionality. Check if the prorated refund has been processed (look at the billing history section and the payment source like Stripe for this). 

Once a user is deactivated, that user account will be in a "Cancelled" state.

Issue full refund 

The Deactivate Account feature does not issue the customer a full refund when that may be desired in some cases.  If the user received a prorated refund with the Deactivate Account functionality, to secure the remaining refund, the customer must then raise it up with the payment handler.

To prevent this scenario, you can manually process a full refund from the Billing History & Offers section. Once the refund is complete, you can cancel the subscription from the Account > Subscription Plans > Cancel Subscription instead of Deactivate Account. Or, select the Revoke option on the manual refund modal.