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End-users self service: Cancel and Resubscribe flows
- 14 Mar 2024
- 1 Minute to read
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End-users self service: Cancel and Resubscribe flows
- Updated on 14 Mar 2024
- 1 Minute to read
- Contributors
- Print
- DarkLight
- PDF
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SVOD subscriptions are automatically renewed at the beginning of each billing cycle such as weekly, monthly, or annually, unless the user cancels the renewal.
Cancel a subscription
Users can stop the auto-renewal of their subscription (canceling the subscription) from their Account Setting page on the Web. Once canceled, there will be no auto-renewal and the subscription status changes from "Completed" to "Deferred Cancellation". In the Deferred Cancellation state, users will still have full access until the current plan period ends. After this, the account gets suspended and the user will need to resubscribe through the View Plans page. As usual, churned users can apply pre-applied offer codes after resubscribing and the offer code will be applied in their next billing cycle.
Resubscribe
For accidental cancellations, users can reinstate auto-renewal by clicking the RE-SUBSCRIBE button on their Account Settings page on the Web.
It changes the current status of the user from Deferred Cancellation back to the Completed state, and the subscription is auto-renewed when it's due.
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For a subscription record deferred for cancellation, the "Scheduled to be canceled on" date is displayed. The "Next Billing Date" is displayed for auto-renewal billings. Users can click the See all purchases button to view the full billing history.
Note that no new billing history is created when a user clicks on the RESUBSCRIBE button as it is only a change in subscription status and there is no transaction. New billing history is generated only on auto-renewals or when an account is in the 'Suspended/Cancelled' state and the user subscribes back to your service.
FAQs
Q: How to reactivate a suspended subscription?
There are two ways to reactivate a suspended subscription. The first option is for the user to re-subscribe to the plan again. The second option is a backend change to manually enable the suspended subscription to "COMPLETED" from the user account database. However, note that manually modifying the database is not recommended unless it's a specific support request. It is generally advised for users to resubscribe using the regular subscription process.
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