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How to Cancel Your Plan

Updated
Feature Availability User Permissions Time to Complete Skill Level
Launch, Grow and Scale (paid plans) Store owner, or a team member with billing access About 3 minutes Beginner

Summary

Overview: Cancelling stops your plan from renewing. Your plan stays active until the end of your current billing period. Until then you can change your mind and resubscribe at no extra charge. After that date your store is suspended and goes offline until you buy a plan again.

Prerequisites:

  • You're on a paid plan (Launch, Grow or Scale).
  • You don't have a downgrade scheduled. If you do, cancel it first (see Troubleshooting).

Step-by-Step Instructions

Step 1: Open My Plan

  1. Click your profile picture in the top bar.
  2. Click Billing. The My Plan tab opens.

Step 2: Start the cancellation

  1. On your current plan's card, click the three-dot menu next to Change Plan.
  2. Click Cancel Plan.
  3. If you have active add-on apps, a Warning lists them. You'll lose access to them unless you stay on a plan they need. Click Confirm to continue.

Step 3: Tell us why

  1. Under We're sorry to see you go!, pick the reason that fits best:
    • It's too expensive
    • I'm not using it enough
    • I need more features
    • I'm switching to another platform
    • My business is closing
    • Other (you can add details in Please tell us more..., up to 200 characters)
  2. Click Continue with Cancellation. To stop here, click Keep My Plan.

Step 4: Review the offer for your reason

The next screen depends on the reason you picked:

  • It's too expensive: on Scale or Grow, you're offered the next plan down (Scale to Grow, or Grow to Launch) and shown how much you'd save each month. Click Downgrade to [plan] to take the offer instead of cancelling. The downgrade starts at the end of your billing period. See How to Upgrade or Downgrade Your Plan.
  • I need more features: describe what you need (up to 500 characters) and click Submit Feature Request if you'd like to send it.
  • I'm switching to another platform: two optional questions about where you're going and what was missing.
  • I'm not using it enough, My business is closing or Other: a short message, with a Contact Support link for Other.

To keep going, click Continue with Cancellation. To stop, click Keep My Plan.

Step 5: Confirm

  1. Confirm Cancellation shows the date your plan access ends.
  2. Click Confirm Cancellation.
  3. Cancellation Scheduled appears. Click Back to Dashboard.

Verify It Worked

Success criteria:

  • A message confirms Your subscription has been cancelled. Your plan remains active until [date].
  • On My Plan, your plan's card shows a Cancellation Pending badge, and Change Plan is replaced by Resubscribe.
  • A banner at the top of the dashboard reads Your plan has been cancelled. Your store will go offline on [date].

Changed your mind? Resubscribe

You can undo the cancellation any time before the end date:

  1. Click Resubscribe on the top banner, or on your plan's card in Billing → My Plan.
  2. Click Yes, Keep My Plan. To leave the cancellation in place, click No, Continue with Cancellation.

A message confirms Welcome back! Your [plan] plan will continue as normal. Resubscribing doesn't charge you anything extra. Your plan renews on its usual date.

After the end date, Resubscribe is no longer available. Buy a plan again instead (see below).

Troubleshooting

Common errors

  • "Something went wrong processing your cancellation. Please try again or contact support.": the cancellation wasn't saved. A common cause is a scheduled downgrade: a cancellation can't be scheduled while one is pending. On My Plan, click Keep my current plan on the Your plan changes to… banner, then cancel again. If it still fails, contact support.
  • "Please select a reason to continue.": pick a reason before clicking Continue with Cancellation.
  • "Downgrade failed.": the Downgrade to [plan] offer didn't go through. Try again from Change Plan (see How to Upgrade or Downgrade Your Plan) or contact support.
  • "Resubscribe failed.": the cancellation is still in place. Try again, or contact support before the end date.
  • No Cancel Plan option: it's in the three-dot menu on the card of the plan you're on. If the card shows Resubscribe instead of Change Plan, your plan is already cancelled.

Limitations & considerations

  • When it takes effect: at the end of your current billing period (monthly, quarterly or annual), on the date shown in the confirmation. Your plan won't renew, and the card on file isn't charged again.
  • What happens on the end date: your store is suspended.
    • Visitors to your online store see a page saying THIS WEBSITE HAS BEEN TEMPORARILY SUSPENDED.
    • When you log in, the dashboard shows Your subscription has been cancelled. with Buy a Plan and Talk to Sales. Billing stays available, so you can choose a plan again.
  • Also on the end date, your store drops to the most basic limits:
    • Only 10 products stay published in each store location. The rest are unpublished, newest first.
    • Only 1 store location stays active.
    • Team members' access is archived.
    • Additional fees are switched off, Menu View is turned off, and checkout goes back to the standard Add to Cart button.
  • Your data: cancelling doesn't delete your store. Your products, orders, customers and settings are kept while the store is suspended, and buying a plan again brings the store back online. Some cancellation screens warn that your data will be deleted; your store data stays in place unless you delete your account. If you want your data removed, email support@prosperna.com.
  • Coming back after the end date: on the suspended screen, click Buy a Plan, then pick and pay for a plan. See How to Choose a Prosperna Plan. The free trial isn't available again once you've had a paid plan.
  • Changing plans while cancelled: you can't upgrade or downgrade while a cancellation is pending. Resubscribe first.
  • Premium Trial: during the trial, the menu shows Cancel Trial instead. This article covers paid plans only.

Next Steps & Related Resources

Need more help? For more information and assistance, please send an email to support@prosperna.com.

Last Updated: 10/09/2026