How to cancel
The process for cancelling a subscription depends on where the user originally purchased their subscription. Find the user under the “Audience” tab of your admin dashboard to determine this.
Apple
If the user purchased their subscription from Apple via your iOS app, they must cancel it themselves by following these steps:
Open the “Settings” app on your iPhone or iPad.
Tap your Apple ID at the top of the screen.
Tap “Subscriptions”.
Tap your subscription. If you don’t see your subscription, you may have purchased it with another Apple ID. Try signing in with any other Apple IDs that you may have used or look for your subscription on any other iPhones or iPads that you have access to.
Tap “Cancel Subscription”.
👉 We are aware that this process is not customer friendly. Unfortunately this is a limitation of the subscription system that Apple requires us to use.
If the user purchased their subscription from Google via your Android app, they must cancel it themselves by following these steps:
Open the app on any platform and tap the account icon in the top left.
Sign in with the account you used to purchase the subscription.
Tap the subscription card in the app menu.
Tap “Manage subscription” or “Cancel subscription”.
Tap “Cancel subscription”.
Stripe
If the user purchased their subscription via Stripe then you can cancel it from your Stripe dashboard or the user can cancel it themselves by following these steps:
Open the web app in any browser and tap the account icon in the top left.
Sign in with the account you used to purchase the subscription.
Tap the subscription card in the app menu.
Tap “Cancel subscription”.
Troubleshooting
The most common reasons that users have trouble cancelling their subscriptions are:
Forgot where they purchased: The user may have forgotten where they purchased their subscription and are trying to cancel from the wrong platform. You can check which plan the user subscribed to under the “Audience” tab in your dashboard. Send them the appropriate cancellation steps above based on their plan.
Lost access to account: The user may have lost access to their account and can’t sign into the app to cancel their subscription. In this case the password reset instructions from the Signing in guide will be helpful.
Checking wrong account: The user may have multiple accounts and be looking for their subscription in the wrong account. In this case you can attempt to the correct account under the “Audience” tab in your dashboard, encourage the user to sign in with any other accounts they may have used, etc.
Human error: It's possible that the user may think they are being charged when they’re not or may even have you mixed up with another subscription service. If the user is willing to share the memo and amount of the last subscription charge on their bank statement that may help you identify the problem.
Ultimately if neither you or your user are able to find or cancel their subscription then you should encourage them to call their bank to block the charges.