Canceling a SaaS Subscription for a Client

Overview

As an agency administrator, you have full control over the SaaS subscriptions for your client sub-accounts. This guide explains the procedures for canceling a client's subscription yourself and how to grant clients the permission to cancel their own subscriptions.

Prerequisites for Cancellation

Only users logged in with an Agency-level (admin) account can cancel sub-account subscriptions. If you do not see a "Cancel SaaS" option within the sub-account's settings, navigate to the Agency Dashboard, locate the specific client's tile in the Sub-accounts section, click the three-dot menu, and select "Cancel Subscription." If the option is still unavailable, verify that the sub-account has an active SaaS plan, as inactive or trial accounts will not display the cancellation option.

Canceling a Client's Subscription Yourself

Step 1: Reconcile the SaaS Wallet Balance

Before proceeding, check if the client has any non-complimentary credits in their wallet. You can review the transaction history by going to the sub-account's settings, navigating to Company Billing, and selecting "See Details." Any non-complimentary credits must be refunded via your Stripe account.

Step 2: Disable SaaS on the Sub-Account

From the Agency view, go to the Accounts tab and select "View Details" for the client's account. Here you can disable SaaS mode for the sub-account. It is strongly recommended that you export all transaction details before disabling SaaS, as this action will permanently remove all wallet and transaction history. You can also cancel the associated Stripe subscription if you no longer wish to charge the client.

Step 3: Close Third-Party Service Sub-Accounts (For Departing Clients)

If the client is leaving your agency and their account uses integrated services like Twilio or Mailgun, note that rebilling for these services is activated after SaaS is disabled. You must manually go to the respective sections in Agency Settings (e.g., Twilio or Mailgun) to delete the connections and close the associated sub-accounts.

Step 4: Manage the User and Sub-Account Data (For Departing Clients)

You have two options for handling the client's data. If you wish to retain the data but remove the client's access, go to Agency Settings > Team and remove the user. If you want to delete the sub-account and all its data entirely, go to Accounts > View Details for the client and select the option to delete the sub-account.

Allowing a Client to Cancel Their Own Subscription

Agencies can enable a self-service cancellation feature for their clients. This is disabled by default. To enable it globally for all future sub-accounts created via your SaaS configurator, navigate to the configurator settings, mark the checkbox to "Allow clients (sub-accounts) to cancel their subscriptions," and save the changes.

You can also control this setting for an individual client. Go to the Agency Sidebar > Sub-Accounts, scroll to the specific client, and click on their name or "Manage Client." Mark the checkbox to allow that specific sub-account to cancel its subscription.

Once enabled, the client will see a "Modify Subscription" button within their Settings > Company Billing section. Clicking this and selecting "Cancel" will present a confirmation popup. After confirming, the subscription will be canceled. The client will see a message indicating their account is canceled if they try to access it, but they will have an option to reactivate it. They can also change their payment method if needed during this process.

Frequently Asked Questions

What happens to the sub-account when a client cancels?

Whether the sub-account is automatically paused or deactivated is determined by the settings in your agency's SaaS configurator.

What occurs with the Stripe subscription?

The corresponding subscription is also terminated on the Stripe platform.

What happens to any remaining credits in the client's wallet?

Any remaining balance or credits in the client's account will be forfeited upon cancellation.