Unavoidably, there will be some customers who don’t feel satisfied with your services and want to cancel their subscription. This can be done automatically on their end by navigating to the Billing section inside their sub-account settings. But if you need to take matters into your own hands, you can follow along with this tutorial to remove them from SaaS Mode.
Disabling SaaS Mode #
Start by heading to the Sub-Account section and managing the desired sub-account.
Inside the sub-account’s profile, open the Actions dropdown and select Disable SaaS.
Verify you’re okay with disabling SaaS Mode, then click Disable SaaS to save the change.
Note: We recommend exporting all transaction details before disabling SaaS, because once SaaS Mode is disabled, all transaction and wallet history will be removed.
For Clients Who Are Leaving Your Agency #
Deleting The Sub-Account #
If you don’t want to keep their data, select Delete from the Actions dropdown.
Twilio or Mailgun Sub-Accounts #
If the sub-account has Twilio or Mailgun, rebilling is turned on after disabling SaaS. Their Twilio/Mailgun sub-account will still be connected in your agency. To disconnect them, navigate to your Agency Settings, then access the Twilio or Mailgun section to delete those connections.
Removing The Users #
If you want to keep the client’s data even after removing them, head to the Team section inside the Agency Settings and remove the client’s user by clicking the trash can icon.
By following these steps, you can easily cancel a SaaS account for your client while maintaining the flexibility to manage data retention based on your preferences.
Frequently Asked Questions #
When my client cancels, will it automatically pause their sub-account? #
This behavior depends on your settings in the SaaS Configurator, so agencies can decide the behavior that suits them.
What happens on Stripe with the client’s subscription once they cancel? #
The subscription will also end on the Stripe side.
If my client has remaining credits, what happens to them? #
You can refund any non-complimentary credits in Stripe. Otherwise, any remaining balance or credits in the client’s account will be forfeited.
Can clients cancel on their own? #
Yes. Clients can cancel automatically by going to the Billing section inside their sub-account settings, or you can disable SaaS for them manually.
Should I export data before disabling SaaS? #
Yes. We recommend exporting all transaction details first, because disabling SaaS Mode removes all transaction and wallet history.
How do I fully remove a departing client while keeping their data? #
Instead of deleting the sub-account, go to the Team section in Agency Settings and remove the client’s user with the trash can icon, which preserves the sub-account data.
