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 stop future renewal, resume a scheduled cancellation or understand why the renewal action is disabled.

Find subscription renewal state

Follow the path `Billing → Subscription management → Cancel renewal or Resume 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. In Subscription management, confirm the provider availability badge and Active, Cancellation scheduled, Past due or Cancelled state. Result: you know whether the renewal action can be sent to Paddle now.
3. Click Cancel renewal only when you want future renewal stopped for the shown subscription. Result: the provider schedules cancellation and WebRiskOps keeps access until the visible end date when the provider confirms it.
4. If the account should keep paid access and Resume renewal is available, click Resume renewal before the entitlement ends. Result: renewal resumes from provider-confirmed state instead of a local-only toggle.
5. Return to Billing after either action and wait for webhook-updated subscription state. Result: scans, monitoring and plan availability follow the provider-confirmed subscription status.
6. Open Invoices and receipts for finance records after the change. Result: cancellation status and payment records stay separated.

Cancel or resume renewal

Cancellation stops future renewal only where the billing provider and plan state allow it.

• Cancel renewal asks Paddle to stop the next renewal while preserving any paid access until the provider end date.
• Resume renewal is available only when the provider has a scheduled cancellation or pause that can still be resumed.
• Disabled 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 Monitor Plan.
• New scan or fix credits require an available plan or top-up.
• 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.