Canceling Resold Add-On Subscriptions

Overview

Your CRM allows users within subaccounts to independently review and cancel resold add-on subscriptions directly through the billing interface. This self-service capability reduces reliance on agency support and streamlines subscription management.

Key Benefits

Enabling in-app cancellation for resold subscriptions offers several advantages:

• Self-Service Control: Subaccount users can cancel eligible add-ons without requiring agency assistance.
• Transparent Details: View plan information, purchase type, status, purchase date, and billing cycle before making changes.
• Consistent Process: A standardized cancellation flow works the same way across all supported add-ons.
• Flexible Timing: Choose to cancel at the end of the current billing cycle or immediately.
• Reactivation Option: If canceling at cycle end, you can reactivate before the effective date.
• Improved Efficiency: Reduces back-and-forth communication between subaccounts and agencies.

Access Requirements

To use this feature, ensure you meet these prerequisites:

• You are logged into the specific subaccount where the subscription is active
• You have permission to access Settings → Billing within that subaccount
• The subscription appears under Add-On Products in the Billing Dashboard

Note: This feature applies only to resold add-on subscriptions, not to core CRM plan subscriptions.

Viewing Subscription Details

Before canceling, review your subscription information:

1. Navigate to Settings → Billing → Subscriptions within your subaccount
2. Locate the desired product card in the Add-On Products section
3. Click View Subscriptions to see details including:
   • Plan name
   • Purchase type
   • Current status
   • Purchase date
   • Billing cycle
   • Actions menu (⋮)

Canceling a Subscription

Follow these steps to cancel a resold add-on subscription:

1. Go to Settings → Billing → Subscriptions within your subaccount
2. Click View Subscriptions on the relevant product card
3. Review the subscription details to ensure you're canceling the correct item
4. Click the actions menu (⋮) and select Cancel Subscription
5. Choose either End of billing cycle (default) or Cancel immediately
6. Click Proceed to cancellation and complete the confirmation steps

Frequently Asked Questions

Who can cancel resold add-on subscriptions?

Both agency users (from agency billing) and subaccount users (from subaccount billing) can cancel supported add-ons. This article focuses on the subaccount user process.

Will I be charged after canceling?

If you select End of billing cycle, billing stops on the effective date shown. If you choose Cancel immediately, the subscription stops right away and no unused service period is provided.

Can I undo a cancellation?

If you selected End of billing cycle, you can reactivate before the effective date from the same area where you initiated cancellation, provided the option is available for that specific add-on.

Why don't I see the cancel option?

Confirm you're in the correct subaccount, have billing access permissions, and are viewing an eligible add-on. Some add-ons or billing sources may not support in-app cancellation.

What's the difference between CRM plan cancellation and add-on cancellation?

The core CRM subscription is managed through different tools, while add-ons are resold marketplace products managed through Subaccount Billing → Subscriptions.

Do product-specific rules still apply?

The unified cancellation modal handles timing and confirmation, but some products may have additional considerations such as usage-based charges that settle after cancellation.