Troubleshooting: Customer can't cancel their Recurring Plan
This article explains why a customer may be unable to cancel their Recurring Plan and how to handle it.
For: Front office teams and Prommt account administrators managing Recurring Plans.
Why this happens
Whether a customer can cancel their own Recurring Plan depends entirely on how your account is configured. If the Enable Cancellation setting is turned off in Settings → Recurring Plans, customers are not given the option to cancel — all cancellations must be processed by your team directly in the Prommt dashboard.
There are two scenarios:
The customer is trying to cancel themselves and can't find the option
Your team needs to cancel on the customer's behalf
Scenario 1 — Customer cannot cancel themselves
Cause: Enable Cancellation is turned off on your account, meaning self-service cancellation is not available to customers.
What to do:
Go to Settings → Recurring Plans and check whether Enable Cancellation is toggled on
If it's off — cancellations must be handled by your team. Follow the steps in Scenario 2 below
If you want customers to be able to cancel themselves going forward, toggle Enable Cancellation on and click Save Changes
Note: Enabling cancellation applies to all active plans on your account going forward. Consider whether self-service cancellation is appropriate for your business model before turning it on.
Scenario 2 — Cancelling a plan on the customer's behalf
Regardless of whether self-service cancellation is enabled, your team can always cancel a plan directly from the dashboard.
Steps:
Go to Recurring Plans in your left-hand navigation
Locate the customer's plan — use the search or filter by customer name or email
Click the ... menu next to the plan
Select Cancel Plan
Confirm the cancellation when prompted
Once cancelled, the plan status updates and — if Cancellation Confirmation is enabled in Settings → Recurring Plans — the customer automatically receives a confirmation message letting them know no further charges will be taken.
What success looks like
The plan status updates to Cancelled in your Recurring Plans list. No further charges will be attempted against the customer's stored card. If cancellation confirmation is enabled, the customer receives their notification automatically.
Troubleshooting
I can't find the Cancel Plan option in the ... menu. Confirm you have the correct user permissions — Staff users may not have cancellation rights depending on how your account is configured. Contact your Administrator to check your permissions.
The customer received a charge after I cancelled the plan. Check the exact date and time the plan was cancelled against the scheduled charge date. If the charge was already in progress at the point of cancellation, it may have processed before the cancellation took effect. Contact Prommt Support with the payment reference if you need to investigate further.
The customer hasn't received a cancellation confirmation. Check that Cancellation Confirmation is toggled on in Settings → Recurring Plans and that a valid email or SMS template is selected. Also confirm the customer's contact details on the plan are correct.
The customer wants a refund for their last payment. Cancelling a plan does not automatically refund previous charges. If a refund is due, process it separately — see How to issue a Refund.