Cancel a subscription permanently
Cancellation is the definitive stop of a subscription. Unlike pausing, it is irreversible: you will have to recreate a new subscription if the donor wishes to resume later.
When to cancel vs pause?
| Situation | Recommended action |
|---|---|
| The donor no longer wants to pay at all | Cancel |
| The donor permanently stops their contribution | Cancel |
| The donor is changing bank account or card (and wants to continue) | Cancel then create a new subscription with the new details |
| The donor is going through a temporary difficulty | Pause |
| The donor is going abroad for 6 months | Pause |
Procedure
- 1
Open the Recurring payments screen
Finance menu → Recurring payments (
/app/paiements/recurrent). - 2
Locate the subscription
The subscription can be in any tab except Completed: In progress, Paused, Interrupted or Expired card. Cancellation is possible from all these statuses.
- 3
Open the details
Click on the row or on the eye icon on the right.
- 4
Click on “Cancel permanently”
At the bottom of the panel, in the actions area. It is usually the last button, often displayed in red.
- 5
Read the confirmation window
Unisoft displays a clear warning: the operation is irreversible, the direct debits will stop, and the subscription will move to Completed.
- 6
Confirm the cancellation
Click on Confirm cancellation. The subscription immediately moves to the Completed status.
What happens automatically
As soon as confirmed:
| Effect | Detail |
|---|---|
| Status | Moves to Completed (purple badge) |
| Nightly task | This subscription is ignored permanently — no new direct debit |
| Mandate or subscription | Revoked on the platform side (Stripe, GoCardless) — the card or mandate can no longer be debited |
| History | Fully preserved — you keep the trace of all past direct debits |
| Tax receipts | Receipts already issued are not canceled — they remain valid |
| Linked pledges | The balance remains as it was at the time of cancellation (honored payments are kept) |
| Cancellation date | Recorded in the subscription record (canceledAt) |
| Email to donor | No automatic email — up to you to notify the donor if needed |
Use case: donor changing bank
This is the most common case where you cancel to immediately recreate.
- 1
Ask the donor for the new details
New bank account (for a mandate) or new bank card.
- 2
Cancel the old subscription
Follow the procedure above. The previous mandate or card will be revoked.
- 3
Create a new subscription
See Create a subscription with the new details.
- 4
Think about the pledges
If the old subscription was attached to a donation pledge, the new subscription must be attached too in order to keep decreasing its balance.
Cancellation triggered automatically by Unisoft
In certain cases, Unisoft automatically cancels the subscription (Completed status):
| Case | Detail |
|---|---|
| Direct debit limit reached | The subscription had nb = 24 months, the 24th direct debit was made → completed |
| Cap reached | The subscription had max = 1,800 €, the cumulative total reached this cap → completed |
In these cases, the subscription moves directly to Completed without intervention on your part. You can check this in the Completed tab.
Going further
- Pause — reversible alternative
- Create a subscription — to restart after a bank account change
- View payments generated by a subscription — access history after cancellation