TL;DR: Go to Stripe, search for the member by email, click their subscription, choose "Cancel subscription," and pick immediate or end-of-period cancellation. No more charges happen after cancellation.
What You Need to Know First
Where Subscriptions Live
Your members' subscriptions are managed in Stripe, not directly in LaunchPass. LaunchPass creates subscriptions in your Stripe account. When you need to cancel or change a subscription, you manage it through Stripe.
This setup protects member data and keeps payment information secure.
What Happens When You Cancel
Immediate cancellation:
Member loses access right away
No further charges occur
Member cannot access your community
Refunds are not automatic (you can issue them separately)
End-of-period cancellation:
Member keeps access until billing date
Last charge goes through on billing date
Access ends after last payment
No charges after that date
Other subscriptions stay active:
If a member has multiple memberships (monthly AND annual), canceling one doesn't cancel others
You must cancel each subscription separately
Step-by-Step: Cancel a Member's Subscription
Step 1: Log Into Your Stripe Account
Go to Stripe at https://dashboard.stripe.com
Sign in with your Stripe email and password
You're now in your Stripe dashboard
This is where all LaunchPass subscriptions live. LaunchPass syncs with this account automatically.
Step 2: Find the Member's Subscription
Option A: Search by email (fastest)
Click the search box at the top of Stripe
Type the member's email address (must be exact)
Press Enter
Click on the member's name in results
You'll see all their subscriptions
Option B: Use the Subscriptions tab
Go to Subscriptions in the left menu
You'll see a list of all active subscriptions
Use the search or filter to find your member
Look for their email address or name
Option C: Use Customers tab (if member has no active subscriptions)
Go to Customers in the left menu
Search for the member by email
Click on their name
Scroll to see past and current subscriptions
Pro tip: Always search by email address. Names can be similar; email is unique and accurate.
Step 3: Click on the Subscription
Once you find the member:
Look for the subscription entry (shows plan name, status, next charge date)
Click on the subscription to open details
You'll see:
Plan name
Current status (active, past due, canceled)
Next billing date
Amount charged
Payment history
Step 4: Choose Your Cancellation Method
To cancel immediately:
Click the "Cancel subscription" button
Choose "Cancel immediately"
Confirm the cancellation
✅ Done—member loses access now
To cancel at end of billing period:
Click the "Cancel subscription" button
Choose "At end of billing period"
Confirm
✅ Done—member keeps access until next billing date
What to expect after:
Stripe removes the subscription
LaunchPass detects the change
Member access disappears (immediately or at period end)
No future charges appear
Step 5: Verify Cancellation
Confirm the change worked:
Refresh Stripe (or go back to the customer)
Look for the subscription in the canceled section
Check LaunchPass - member access should be gone
Verify no new charges appear in your dashboard
If the subscription still shows as active after 10 minutes, refresh your browser.
Managing "Past Due" Subscriptions
What "Past Due" Means
A subscription shows "Past due" when:
A payment failed (card declined, insufficient funds)
Stripe tried to charge but couldn't
The member owes money
The subscription still exists but payment is stuck
Members with "Past due" subscriptions usually cannot access your community. They see a message saying they need to update their payment method.
How to Cancel a "Past Due" Subscription
The cancellation process is the same:
Log into Stripe
Search for the member by email
Look for the subscription with status "Past due"
Click on it
Click "Cancel subscription"
Choose immediate or end-of-period (usually immediate for past due)
Confirm
The subscription is now canceled. The member is removed from the "past due" section.
Other Options for "Past Due" Subscriptions
Retry the payment:
Click "Retry billing" in Stripe
Stripe attempts to charge again
If successful, subscription returns to "active"
Adjust retry settings:
Go to Settings in Stripe
Click Billing or Payment settings
Adjust "Automatic retry" rules
You can change how many times Stripe retries failed payments
You can extend retry time before subscription cancels
Send payment update request to member:
Use Stripe or LaunchPass to send member a message
Ask them to update their payment method
They update it in your community or Stripe
Payment processes
Subscription returns to active
Common Subscription Management Tasks
Pause a Subscription (Don't Cancel)
If a member wants to pause but not cancel:
In Stripe, find the subscription
Look for "Pause subscription" option (some plans support this)
Click it and set pause duration
Member keeps subscription but not billed
Automatically resumes after pause period
Note: Not all subscription types support pause. If you don't see the option, cancellation is the only choice.
Refund a Member
Cancellation ≠ Refund. To refund:
In Stripe, go to Charges or Payments
Find the transaction to refund
Click the charge
Click "Refund"
Choose full or partial refund
Confirm
The money returns to their card in 1-2 business days.
When to refund:
Member requests refund
You want to offer a discount retroactively
Double charge occurred
Technical error resulted in wrong amount
When NOT to refund:
Just canceling future charges (don't refund past charges)
Member used service (no service = possible refund)
Change a Subscription Plan
To move member to different plan:
Cancel current subscription (follow steps above)
Create new subscription (in LaunchPass, have member repurchase, or contact [email protected])
Note: LaunchPass doesn't support direct plan switching. Cancellation + new plan is the standard way.
See All Subscriptions for a Member
Search for member in Stripe by email
Click on their name to open their customer profile
Scroll down to see:
Active subscriptions
Past subscriptions
Failed payment attempts
Full payment history
This view shows everything about that member's account.
Important Things to Remember
Double-Check Email Addresses
Searching by the wrong email finds the wrong member. This could:
Cancel the wrong person's subscription
Give wrong information
Cause confusion
Always verify the email before canceling. Look for:
First name
Last name
Last 4 digits of card (if visible)
Join date
Last payment amount
Multiple Subscriptions Need Individual Cancellation
A member might have:
Monthly membership ($29/month)
Annual membership ($300/year)
Bonus premium tier ($9/month)
Canceling one does NOT cancel the others. You must cancel each one separately.
Check for multiple subscriptions:
Search the member in Stripe
Scroll down in their customer profile
Look at all subscriptions listed
Cancel each one as needed
"Past Due" Might Indicate a Problem
If many members are "past due," it could mean:
Payment method issues (expired cards, changed banks)
Technical glitch
Stripe settings need adjustment
Contact [email protected] if you see unusual patterns.
Changes Take a Few Minutes
After canceling in Stripe:
Stripe updates immediately
LaunchPass checks every few minutes
Member access disappears within 5-10 minutes
Member might still see access briefly
If member sees access after 15 minutes, refresh LaunchPass or clear browser cache.
Troubleshooting Common Issues
"I Can't Find the Member in Stripe"
What to check:
Search spelling - Is the email typed exactly right?
Use different search method - Try Customers tab instead of search box
Member exists? - Did they actually make a purchase? (free members don't appear in Stripe)
Wrong account? - Are you logged into the correct Stripe account? (multiple accounts possible)
Brand new member? - Wait 5 minutes for Stripe to sync
Contact [email protected] - with member email and details
"I Found the Member but No Subscription"
What to check:
Free membership? - Free members have no subscriptions in Stripe
Already canceled? - Look in "past" subscriptions tab
Payment failed? - Check under "failed charges"
One-time purchase? - Not a subscription (doesn't show in subscriptions tab)
Contact [email protected] - We can investigate
"The Member Still Has Access After I Canceled"
What to do:
Wait 10 minutes - LaunchPass syncs with Stripe every few minutes
Refresh your browser - Clear cache (Ctrl+Shift+Delete on Windows, Cmd+Shift+Delete on Mac)
Verify in Stripe - Confirm subscription actually shows as canceled
Check LaunchPass dashboard - Does it show as canceled there?
Logout and login - Sometimes the app needs refresh
Contact [email protected] - If issue persists over an hour
"I Canceled the Wrong Member's Subscription"
What to do immediately:
Don't panicking - You can fix this!
Go back to Stripe - Find the canceled subscription
Look for "Reactivate" button - It usually appears with canceled subscriptions
Click "Reactivate" - Choose to resume immediately
Verify it's active - Check that the subscription status changed to "active"
Apologize to member - Brief explanation + small courtesy gesture (optional but good)
Contact [email protected] - Let them know what happened
Most canceled subscriptions can be reactivated within 24 hours.
"Stripe Won't Let Me Cancel"
Why this happens:
Subscription already being changed
System temporary glitch
Permission issue with your Stripe account
What to do:
Refresh Stripe - Close browser, reopen, log back in
Try again - Click cancel subscription button again
Use different browser - Chrome vs. Safari, etc.
Wait 5 minutes - Sometimes Stripe needs processing time
Contact Stripe support - https://support.stripe.com/
Contact LaunchPass - [email protected] for help
Best Practices for Managing Subscriptions
Create a System
Before canceling:
Note the reason (member request, payment issue, etc.)
Double-check the email address
Verify you have the right subscription
Notify the member (if canceling for cause)
After canceling:
Verify it's actually canceled
Document the cancellation date
Note whether refund was issued
Keep records for accounting
Regular Maintenance
Weekly or monthly:
Check for subscriptions stuck in "past due"
Review failed payment patterns
Look for duplicate or test subscriptions
Contact members with payment issues
Monthly:
Review your Stripe reports
Check active vs. canceled subscription ratio
Look for trends (why are people canceling?)
Adjust retry settings if needed
Communicate With Members
When canceling a subscription:
If they requested it: Acknowledge their request, process quickly
If payment failed: Give them time to update payment method before canceling
If other reason: Explain clearly and professionally
After canceling:
Confirm it's done - Let them know access ends at specific time
Offer re-signup - Easy path back if they change mind
Get feedback - Ask why they're leaving (helps improve)
When to Contact LaunchPass Support
Email [email protected] if you need help with:
Can't find member in Stripe despite trying all methods
Technical issues preventing cancellation
Reactivating an accidental cancellation
Multiple members showing same issue
Understanding why a subscription exists or is stuck
Bulk actions (canceling many subscriptions at once)
Special requests (refunds, exceptions, unusual situations)
Include in your email:
Member email address
Subscription plan name
Current status (active, past due, etc.)
What you've already tried
When the issue started
Response time: Usually within 24 hours.
Key Takeaways
✅ Subscriptions live in Stripe, not LaunchPass
✅ Search by exact email to find members
✅ Cancel immediately or at end of period (your choice)
✅ Multiple subscriptions need separate cancellations
✅ Changes sync within 5-10 minutes
✅ "Past due" subscriptions cancel the same way
✅ You can reactivate accidental cancellations within 24 hours
✅ Cancellation ≠ refund (separate process)
✅ Contact [email protected] for unusual issues
Need Help?
Have questions about managing subscriptions?
Email us: [email protected]
We can help with:
Finding members in Stripe
Canceling or pausing subscriptions
Fixing accidental cancellations
Issuing refunds
Understanding subscription status
Troubleshooting member access issues
Complex situations
Response time: Usually within 24 hours
Before emailing, try:
Double-check the member's email spelling
Verify you're in the right Stripe account
Refresh your browser
Wait 10 minutes for sync
Check the troubleshooting section above