Pause, modify, or cancel a subscription
Manage client memberships — pause billing, change the plan, or cancel.
Pause a subscription
Pausing stops billing temporarily while preserving the client's membership. When the pause ends, billing resumes automatically.
- Go to Customers → Clients → open the client's profile
- Find their subscription
- Click Pause subscription
- Set the pause duration (or an end date for the pause)
Pause fees: If you want to charge a reduced rate during a pause (e.g., a $10/month hold fee), configure this in the pricing option settings under pause settings. The hold fee bills instead of the regular membership charge during the paused period.
[IMAGE TODO] Take a screenshot showing the Pause subscription dialog on a client's profile. Navigate to Customers → Clients, open a client with an active subscription, click Pause subscription, and capture the dialog showing the pause duration/end date options.
Modify a subscription
You can change a client's subscription to a different pricing option — useful when a client wants to downgrade, upgrade, or switch membership tiers.
- Open the client's profile
- Click into their active subscription
- Select Modify subscription or Swap pricing option
- Choose the new pricing option
- Confirm
The change typically takes effect at the next billing cycle, though this depends on your settings.
[IMAGE TODO] Take a screenshot showing the Modify subscription or Swap pricing option dialog on a client's profile. Open a client's active subscription and click Modify subscription to show the pricing option selector where you choose the new plan.
Cancel a subscription
Staff-initiated cancellation:
- Open the client's profile
- Click into the subscription
- Select Cancel subscription
- Choose whether to cancel:
- Immediately — access ends now
- At end of billing period — client keeps access until their current paid period ends
[IMAGE TODO] Take a screenshot showing the Cancel subscription dialog on a client's profile, with the two options visible: Immediately and At end of billing period.
Client-initiated cancellation: If you've enabled self-cancellation, clients can cancel from their account. See self-cancel.
What happens to credits when cancelled
- Unused credits from a credit-based membership remain on the client's account until they expire
- Unlimited memberships — access ends at the cancellation date
- If you refund the current billing period, any credits used during that period may be reversed
Cancellation during a commitment period
If a client has a minimum commitment (e.g., 3 months) and wants to cancel early, Arketa enforces the commitment period. They may need to pay out the remaining months depending on your policy — this is configured on the pricing option.