> For the complete documentation index, see [llms.txt](https://help.konnektive.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.konnektive.com/konnektive-crm/customer-service/cancelling-or-pause-a-subscription.md).

# Cancel or Pause a Subscription

To cancel a subscription product, first locate the customer’s order record.

Open the **Continuity** tab to see each of the Customer's recurring purchases and then click on the hyperlinked product name for subscription purchase you need to cancel or pause.

<figure><img src="/files/vyKSPNuFjmUVdFOGzkmq" alt=""><figcaption></figcaption></figure>

### Cancel Subscription <a href="#cancellingorpauseasubscription-cancelsubscription" id="cancellingorpauseasubscription-cancelsubscription"></a>

Inside the Purchase Details page *click* the red **Cancel Subscription** butto&#x6E;**.**

<figure><img src="/files/ak23lNUIiPjez0lPSYpF" alt=""><figcaption></figcaption></figure>

**Use the Cancellation Window to complete the Cancellation of Subscription.**

<figure><img src="/files/kBl0eZkeKk9bGsZ8suOS" alt=""><figcaption></figcaption></figure>

\
**Reason:** Choose the cancellation reason.

* **Full refund of last billing:** Check the box to provide a full refund.
* **Schedule for:**
  * **NOW** - Customer will be cancelled immediately.
  * **Next Successful Billing** - After the next successful billing cycle their Subscription will automatically cancel.
  * **Prior To Next Scheduled Billing** - Will cancel the subscription instead of processing the transaction.
  * **Specific Date** - Choose the specific date they want to cancel.
    * ***\*Subscription will remain active, but no recurring billings will process if using this option unless "Continue Billing until cancellation" is checked.***
    * **Note:&#x20;*****"Continue billing until cancellation"*****&#x20;This checkbox will always be checked by default.**
* **Agent Note:** Agent can enter any cancellation details in this box. The notes about the cancellation will be logged.

***

### Pause Subscription <a href="#cancellingorpauseasubscription-pausesubscription" id="cancellingorpauseasubscription-pausesubscription"></a>

Inside the Purchase Details page *click* the yellow **Pause Subscription button.**

<figure><img src="/files/tKpi50namwhH8I1xBDwi" alt=""><figcaption></figcaption></figure>

**Use the Pause Window to pause the subscription.**

<figure><img src="/files/QsHYf7nJjRBn4IdBIHam" alt=""><figcaption></figcaption></figure>

* **Schedule for:**
  * NOW - Will pause the subscription immediately
  * Prior to Next Schedule Billing - Will pause the subscription before the next billing occurs
* **Restart Date:** Choose the date that the subscription will reactivate. The subscription will bill on this day.
* **Agent Note:** Agent can enter any cancellation details in this box. The notes about the pause will be logged.