When you enable the customer portal, your customers can view and cancel their own credit-card subscriptions. It is disabled by default.
What customers can do in the customer portal
- View a list and details of subscriptions made with the same email address (merchant name, billing terms, masked card, status, and the relevant date)
- Cancel eligible subscriptions
Card updates, plan or amount changes, and refunds are not available in the customer portal. Customers will contact you about these, so please prepare how you will handle them.
Eligible subscriptions
・Only credit-card subscriptions are eligible.
・Only subscriptions of merchants that have enabled the customer portal are shown. Other merchants' settings do not affect yours.
How to enable or disable the customer portal
- In your dashboard, go to Settings and open "[TBC: official UI name of the settings page]".
- Turn ON "[TBC: official UI name of customer self-service]" and save.
Only users with settings permission can change this setting.
If you disable it
When disabled, your subscriptions are no longer shown in the customer portal, and the customer portal link no longer appears in emails.
Link added to customer emails
When the customer portal is enabled, a "Manage your subscription" link appears in emails such as the subscription confirmation email for credit-card subscriptions. Whether emails are sent follows your existing email settings.
What happens when a customer cancels in the customer portal
| Status at cancellation | What happens |
|---|---|
| Active (paid time remaining) | Future charges and retries stop immediately. The subscription stays active in your dashboard until the paid period ends; then the cancellation is finalized and the cancellation event (webhook) is sent. |
| Awaiting first payment | Cancelled immediately. The first charge is not made. |
| Retrying | Cancelled immediately. Further retries stop. |
| Pending (first payment processing) | Cannot be cancelled. The customer is asked to wait and try again. |
| Suspended | Cannot be cancelled in the customer portal. If a customer asks, please cancel it from your dashboard. |
Cancelling does not automatically refund payments already collected. Customers will contact you about refunds.
For how to cancel from your dashboard, see How to Collect Recurring Payments.
Next Steps
- Check the customer portal setting under Settings in your dashboard
- Decide how you will handle requests for card updates, refunds, and cancellation of suspended subscriptions