Cancellations and renewal

Before changing renewal

Cancellation is a subscription renewal change, not a refund and not an immediate deletion of reports, invoices or retained evidence. Start from the account that owns the subscription and use the provider-confirmed state shown in Billing. Use this page when an account owner needs to understand current renewal timing, cancellation status, provider availability or why a plan change is blocked.

Find subscription renewal state

Follow the path `Billing → Current plan → Renewal → Provider confirmation`.

1. Open /billing while signed in to the account that owns the subscription. Result: Billing shows the current account name, billing email, subscription status and renewal date.
2. Read Current plan, Renewal and subscription status. Result: you know whether the account is active, past due, scheduled to end or waiting for provider confirmation.
3. Confirm the provider availability badge before expecting any subscription change. Result: Paddle state is treated as the source of truth.
4. If a renewal or cancellation action is visible, use it only for the shown subscription. Result: the account keeps access according to provider-confirmed dates.
5. Return to Billing after any provider action and wait for webhook-updated subscription state. Result: scans, monitoring and plan availability follow the confirmed subscription status.
6. Open Invoices and receipts for finance records after the change. Result: renewal status and payment records stay separated.

Use provider-confirmed actions

Renewal changes must come from the billing provider or a product action backed by provider state.

• Visible renewal actions apply only to the subscription shown on the page.
• Disabled or missing actions are intentional. Read the unavailable reason before assuming the subscription can be changed.
• WebRiskOps relies on provider-confirmed state and webhooks; the visible return page alone is not the source of truth.
• Use [Refunds, disputes and service credits](/docs/billing/refunds-disputes-and-service-credits) only when money movement or evidence is needed.

After cancellation takes effect

The product should show what remains available after cancellation takes effect.

• Existing reports remain governed by report and retention rules.
• Scheduled monitoring can stop when entitlement ends.
• New monitoring runs need an active Plus.
• New scan or credits require an available plan or upgrade.
• Public report links, evidence retention and agency client access continue only according to their own product rules.

Resolve blocked renewal states

Some states need another product step before cancellation can be applied.

• Provider unavailable means use [Provider connection errors](/docs/troubleshooting/provider-connection-errors) and wait until Paddle API access is available.
• Pending provider update means the visible state can lag until webhook confirmation.
• Past due means provider state may need to recover before renewal can be changed.
• Account mismatch means switch to the account that owns the subscription.
• No subscription recorded means there is nothing to cancel in WebRiskOps for that account.