How Athletes Cancel Their Subscription

Enable athletes to cancel subscriptions themselves through their portal, reducing admin work and support requests

Where athletes find this: Athlete Portal → Profile Menu → Billing

Overview

When enabled, athletes can cancel their own subscriptions directly from their portal without contacting you. This gives them autonomy while reducing your administrative workload.

Enabling self-service cancellation

Before athletes can cancel, you need to enable this option for the subscription product.

1. Navigate to your subscription product

   From your dashboard, go to Products and select the subscription product you want to configure.

2. Enable cancellation option

   Scroll to the subscription settings and toggle ON the “Allow users to cancel” option.

   Best practice: Enable this for most subscriptions to reduce support requests. Only disable if you want to have a conversation before cancellations.

   Save your changes.

How athletes cancel their subscription

Once enabled, your athletes follow these steps:

1. Access the athlete portal

   Athletes log into their athlete portal at their custom portal URL.

2. Open profile menu

   Click their profile picture or initials in the top right corner of the page.

   
3. Navigate to billing

   Select Billing from the sidebar menu.

4. Cancel subscription

   Athletes will see their active subscriptions and can select the option to cancel.

   Success! The athlete will receive confirmation of the cancellation, and you’ll be notified through the platform.

Common questions

What happens when an athlete cancels?

The subscription remains active until the end of the current billing period. The athlete retains access until then and won’t be charged again.

Will I be notified when an athlete cancels?

Yes, you’ll receive notification through CoachIQ when an athlete cancels their subscription.

Can athletes resubscribe after canceling?

Yes, athletes can purchase a new subscription at any time through your products page or their portal.

What if I want to require approval before cancellations?

Simply toggle OFF the “Allow users to cancel” setting for that product. Athletes will need to contact you directly to cancel.

Once an athlete cancels, they cannot undo the cancellation themselves. They would need to purchase a new subscription.