For: Prommt account administrators and users managing Autocharge plans.
Where to find these settings
Go to Settings → Autocharge Plans in your Prommt dashboard.
Understanding opt-out options
Whether a customer can opt out of Autocharge depends entirely on how your account is configured. Three settings control this behaviour.
Make Autocharge Mandatory
When enabled, customers are not given an opt-out option at any point in their payment journey. Use this when Autocharge is a non-negotiable part of your billing process.
Examples by sector:
Hospitality — a hotel requiring a non-refundable deposit held on card for the full stay
Automotive — a dealership collecting scheduled finance or service plan instalments
Travel — a travel agent collecting staged payments tied to a booking contract
Leisure — a gym or club where membership fees are contractually recurring
Enable Autocharge Opt-Out after Activation
When enabled, customers can opt out after their plan has been activated — for example, after their first payment has been taken. Turn this off if you want customers to remain enrolled once they've started.
Examples by sector:
Hospitality — a guest who paid a deposit decides they no longer want their card held for future charges
Automotive — a customer who completed an initial service payment opts out before the next scheduled charge
Travel — a traveller who paid the first instalment wishes to settle the balance by a different method
Leisure — a member who paid their joining fee opts out of the ongoing monthly charge
Enable Autocharge Opt-Out after Autocharge Payment
When enabled, customers can opt out after a subsequent Autocharge payment has been processed. This gives customers a natural exit point after each billing cycle if they choose to use it.
Examples by sector:
Hospitality — a long-stay guest opts out of further nightly charges after a mid-stay review
Automotive — a customer completes one monthly service instalment and cancels ahead of the next
Travel — a traveller pays their second instalment and chooses to exit the payment plan
Leisure — a member opts out after their monthly fee is taken, before the following month renews
What success looks like
Once configured, customers will see an opt-out option at the relevant point in their payment journey. When a customer opts out, they'll receive a Cancellation Confirmation notification confirming the plan has ended and no further charges will be taken.
Troubleshooting
A customer says they can't find the opt-out option. Check whether Make Autocharge Mandatory is enabled — if it is, the opt-out option is intentionally hidden. If this isn't the intended behaviour, disable it and enable one or both of the opt-out toggles.
The opt-out toggles are on but the customer still can't see the option. Check the timing. Opt-out after activation only appears after the first payment has completed; opt-out after payment only appears after a recurring charge. If the plan hasn't reached those stages yet, the option won't show.
A customer opted out but has been charged again. Confirm the customer received a Cancellation Confirmation notification — this confirms the opt-out was processed. If they didn't receive one, check the plan status in your Prommt dashboard and contact your Prommt Customer Success Manager if the plan shows as still active.