> ## Documentation Index
> Fetch the complete documentation index at: https://docs.payreque.st/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer Self-Service

> Configure what subscription actions customers can perform from the customer portal

# 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.

<Info>
  Self-service settings are configured per product. Go to **Products** > edit a product > **Customer Portal Actions** to manage these settings.
</Info>

## Portal Actions

<CardGroup cols={2}>
  <Card title="Pause Subscription" icon="pause">
    Customers can temporarily pause their subscription from the portal. Billing stops until they resume.
  </Card>

  <Card title="Cancel Subscription" icon="xmark">
    Customers can request cancellation. Depending on the cancellation mode, this either creates a cancellation request with a notice period or cancels immediately.
  </Card>
</CardGroup>

## Configuring Per Product

Each product has two independent toggles in the **Customer Portal Actions** section:

| Setting                       | What It Controls                                     | Default |
| ----------------------------- | ---------------------------------------------------- | ------- |
| **Allow Subscription Pause**  | Shows/hides the Pause button in the customer portal  | Enabled |
| **Allow Subscription Cancel** | Shows/hides the Cancel button in the customer portal | Enabled |

These toggles work independently — you can allow pausing but not canceling, or vice versa.

<Tip>
  For high-value subscriptions, consider disabling self-service cancellation and directing customers to contact you directly. You can keep the pause option enabled as a middle ground.
</Tip>

## Cancellation Modes

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](/subscriptions/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.

## Next Steps

<CardGroup cols={2}>
  <Card title="Cancellation Requests" icon="calendar-xmark" href="/subscriptions/cancellation-requests">
    Set up notice periods and reason collection for cancellations
  </Card>

  <Card title="Pausing & Resuming" icon="pause" href="/subscriptions/pausing-and-resuming">
    Learn how subscription pausing works
  </Card>

  <Card title="Customer Portal" icon="browser" href="/customer-management/customer-portal">
    Overview of the full customer portal experience
  </Card>

  <Card title="Support Requests" icon="ticket" href="/customer-management/support-requests">
    Manage customer communications and cancellation requests
  </Card>
</CardGroup>