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Customer Self-Service

Control which subscription management actions are available to your customers in the customer portal. You can independently enable or disable pausing and canceling per product.
Self-service settings are configured per product. Go to Products > edit a product > Customer Portal Actions to manage these settings.

Portal Actions

Pause Subscription

Customers can pause eligible subscriptions where supported. Review future billing and service access; existing invoices remain separate.

Cancel Subscription

Customers can request cancellation. Depending on the cancellation mode, this either creates a cancellation request with a notice period or cancels immediately.

Configuring Per Product

Each product has two independent toggles in the Customer Portal Actions section: These toggles work independently — you can allow pausing but not canceling, or vice versa.
Choose the available actions to match your service and agreed terms. If an action is unavailable, give customers a clear support route and explain how requests are handled.

Cancellation Modes

VPNresellers subscriptions do not support customer pausing. New VPN products use immediate cancellation, while VPN access remains available until the end of the already-paid period. Credential management and configuration downloads are available to authorized customers in the subscription’s VPN tab while access is active.
When cancellation is enabled, you can choose between two modes:

Request Mode (Default)

The customer submits a cancellation request with a reason and optional message. A support ticket is created, and the subscription remains active during the notice period. This gives you the opportunity to:
  • Understand why the customer is leaving
  • Offer alternatives or discounts
  • Properly wind down linked services (domains, etc.)
See Cancellation Requests for full details.

Immediate Mode

The subscription is canceled instantly when the customer clicks cancel, after a confirmation prompt. No notice period, no support request.

What Customers See

When Both Actions Are Enabled

The subscription detail page shows both Pause Subscription and Cancel Subscription buttons in the actions area.

When Only Pause Is Enabled

Only the Pause Subscription button appears. Customers who want to cancel need to contact you through support.

When Only Cancel Is Enabled

Only the Cancel Subscription button appears.

When Both Are Disabled

No self-service action buttons are shown. Customers must contact support for any subscription changes. A notice period can be configured in calendar months or days. Calendar months use the same day of the following month, or its last day when that day does not exist. The portal shows the calculated end date; an explicit minimum contract term can extend it.

Proposals during cancellation

An account owner can offer an alternative from the cancellation request in Requests:
  • End earlier: agree to stop immediately upon acceptance, or on an earlier date on or before the next renewal. Future renewal invoices are waived. Agree on any data export and service shutdown before sending this offer.
  • Temporary discount: offer 1–80% off for 1–12 billing periods, starting with the next renewal. The preview shows the discounted price, VAT basis, first renewal date and regular price after the discount. Accepting withdraws the pending cancellation without adding a new minimum term.
  • Cheaper subscription: switch to a compatible product in the same currency, billing interval and VAT basis. The product changes on acceptance; the new price starts at the next renewal. This option is available for simple recurring services, without a setup fee, trial, new minimum term or linked delivery. A VPS, domain, VPN or other provisioned service needs a separate migration and is not automatically switched.
Choose an expiry date, add an optional message and select Preview proposal. The preview does not save or send an offer. Publish proposal and notify customer makes the offer available in the portal and queues the existing support email notification. Publishing a new offer replaces the previous pending offer; you can also withdraw it. The customer reviews the proposal in the portal, checks the agreement checkbox and explicitly accepts. Only the primary customer or an enabled customer administrator can accept or decline. Ignoring, declining, withdrawing or letting an offer expire preserves the original cancellation date and notice period. Changed subscription or product terms require a new offer. The request retains the offer terms, status, acceptance time and conversation history. These offers currently support active subscriptions billed by PayRequest, with quantity one, a future renewal/cancellation date and no payment retry in progress. Subscriptions billed on an external provider schedule are excluded. Existing invoices and payments remain unchanged; an early-stop offer includes no refund. Review unpaid invoices and pending consolidated invoice items first, and use the existing invoice credit flow when needed. Confirm scheduled cancellation confirms the agreed date; it does not stop a future-dated subscription immediately. A business cannot withdraw the customer’s cancellation through the former reject action. Scheduled cancellations are checked every five minutes. Proposals do not delete external servers or migrate services automatically.

Confirming an earlier end as the business

If the customer has already agreed to stop sooner, the account owner can select End immediately in the cancellation request. Enter a reason and review the subscription and previous end date. Confirm that the earlier service shutdown, any data export and paid access have been agreed with the customer, then select End now and send confirmation. This ends the native PayRequest subscription, disables billing/retries and withdraws pending proposals. It does not delete a VPS or other external service. Existing invoices and payments stay unchanged; refunds require the separate invoice credit flow. Unpaid invoices or pending consolidated items must be reviewed first. This business confirmation is separate from an offer: use a proposal when the customer has not yet agreed to the alternative. The original cancellation remains valid until either an agreed earlier end is explicitly confirmed or the customer accepts a proposal. Both scheduled and immediate confirmations generate a customer email using the customer’s saved language, with the subscription name, end date, renewal consequences, portal link and the business as reply contact. A second status confirmation is generated when a scheduled cancellation actually takes effect. The request shows whether the email is queued, submitted to the email provider, suppressed or needs verification. Provider acceptance is not proof of inbox delivery. Repeated confirmation does not create duplicate emails, and an outdated scheduled confirmation is not sent after the end date changes.

Share customer instructions

Send Cancel or pause your subscription to explain the available actions, end date, existing invoices and alternative offers. Portal access depends on the customer or contact role; see Contact persons and portal access.

Next Steps

Cancellation Requests

Set up notice periods and reason collection for cancellations

Pausing & Resuming

Learn how subscription pausing works

Customer Portal

Overview of the full customer portal experience

Support Requests

Manage customer communications and cancellation requests

Hetzner server subscriptions

For Hetzner Cloud subscriptions, the customer’s Server tab shows server details and permitted controls. Existing servers can be manually linked, with customer reboot and console access enabled separately. Automatically delivered servers require valid paid access for customer controls. Cancelling a subscription does not automatically stop or delete its server, or revoke Linux/SSH access. Hetzner continues charging while the server exists. Review termination, backups and remaining paid access separately.