Cancelling your subscription

How to cancel, the retention offer, and what happens to your account afterwards.

You can cancel your subscription any time from the Billing tab. If your plan is managed by VEXiON (for example a partner or quarterly agreement), you cannot cancel in the app. Contact support instead. Before you do, it is worth knowing that pausing is free and reversible, so if there is any chance you will return, pause instead.

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The cancel flow

Cancelling walks through a dialog with four steps:

1. Tell us why

   Choose a reason for cancelling and optionally add feedback. The dialog may suggest Pause instead, which is free.

2. See what you lose

   The Here’s what you’ll lose step shows how many customers, active cards, and transactions you have, and since when you have been a member. Your customers will no longer be able to collect or redeem points.

3. Retention offer (sometimes)

   You may be offered a one-time offer: Stay and save 20% for 3 months. You can accept it to keep your subscription at the lower price, or choose No thanks, cancel anyway.

4. Confirm

   The last step shows the date your plan ends. It also tells you that gift vouchers you sell at your till after cancelling remain your obligation, so you should switch off their sale in your POS. A checkbox, Keep member data for 12 months in case you return, controls what happens to your customer data (see below). Then confirm the cancellation.

The retention offer is one-time and is not shown to everyone. It is skipped if you have already used it, on annual plans, and for accounts that already have an active discount.

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What happens after you cancel

Your subscription is set to end at the end of your current billing period, you keep access until then, not just until the moment you click cancel. The Billing tab shows a countdown with the exact end date and the days remaining.

During that window you can still resume to undo the cancellation and carry on as normal.

A cancelling account with its countdown

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Your POS after the plan ends

When your plan ends, your POS gives no stamps, points or discounts. Gift cards can still be used until they are used up or expire. If you use Dotykačka, see what happens there.

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Pause instead of cancelling

If you change your mind but do not want to pay yet, you can switch straight from cancelling to a pause. You do not have to resume first.

On the cancelling card, under Resume Subscription, there is a second button: Pause instead.

1. Click Pause instead

   A dialog opens with the title Pause instead of cancelling?

2. Read what stays

   The dialog tells you that your data, cards, and customers stay, and that pausing is free and you can resume anytime. It also says that the pause starts today, so the paid days left in this period are not used.

3. Click Pause

   Your account changes to Paused and the message Account paused appears. The cancellation is withdrawn, so your subscription no longer ends at the end of the period.

While your subscription is set to end, admins also see a Pause instead? card in the sidebar. It opens the same dialog on the Billing tab.

Pause instead is not shown for accounts billed through Shopify, or for plans managed by VEXiON (for example a partner or quarterly agreement).

Cancelling stops your billing and your program at the period end, but it is not the same as deleting your data. After your plan ends, you have 30 days in which you can still sign in to create and download exports of your customers and transactions. Apart from Billing, the rest of the dashboard stays locked in that time. Customer data is due for deletion or anonymisation 90 days after the end date, unless you ticked Keep member data for 12 months in case you return in the last cancel step. If you ticked it, customer data is moved to an encrypted archive and removed from the live system on day 90, and the archive is deleted after 12 months. You can withdraw that choice later. Customer data is then deleted 30 days after you withdraw, and not earlier than day 90. Customers who still hold a gift card balance are kept until the balance is used or the card expires. To have your customer data removed, see Delete Account.

Accounts billed through Shopify cancel differently: uninstall the VEXiON cards app from your Shopify admin. See Plans & pricing.