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

Enabling self-service cancellation

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

1. Navigate to your subscription product

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

2. Enable the cancellation option

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

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

   Save your changes.

How athletes cancel their subscription

Athletes with an active paid membership will always see a cancel option in the Billing section of their portal. What happens when they tap it depends on your product settings.

1. Open the profile menu

   The athlete clicks their profile picture or initials in the top right corner of the portal.

   
2. Navigate to Billing

   Select Billing from the sidebar menu. Active subscriptions are listed here.

3. Select the cancel option

   The athlete will always see a cancel option next to their subscription. What happens next depends on your settings:

   Setting	What the athlete sees
   Allow cancellation ON	Subscription is canceled immediately. Access continues until the end of the current billing period. You receive a notification.
   Allow cancellation OFF	Athlete is prompted to send you a cancellation request message. You handle the cancellation manually.

Data deletion requests (iOS app)

If you receive a message saying an athlete wants to delete their data, this is separate from subscription cancellation. Apple requires all iOS apps to provide users with a way to request account and data deletion.

Athletes find this button in Settings inside the CoachIQ iOS app. Tapping it sends a deletion request — it does not cancel a subscription or affect billing.

If you receive a data deletion request, contact the CoachIQ team to process it.

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. When an athlete cancels directly, you’ll receive a notification through CoachIQ. When cancellation is disabled, you’ll receive their cancellation request message instead.

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?

Toggle OFF the Allow users to cancel setting for that product. Athletes will still see the cancel option, but it will direct them to send you a cancellation request message instead of canceling automatically.

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