---
title: Cancel or pause recurring Community access
description: How to cancel a Community membership, when billing stops, how long access lasts, and what to do when a member asks to pause or wants a refund.
lead:
  - Cancelling a recurring Community membership stops future renewals, and the member keeps access until the date your cancellation state shows. Pausing, access removal and refunds are separate decisions, so confirm which one the member is asking for first.
tags:
  - community
  - memberships
source: docs/tapmy-wiki/pages/cancel-or-pause-recurring-access--d859dbdd.md
---

## What does a member mean by "cancel"? {#before-you-start}

Members use one word for four different requests. Ask which one they want, because each has a different result:

- **Stop future renewals.** Billing ends, access usually continues to the end of the paid period.
- **Remove access now.** A manual change to the member, not a billing change.
- **Pause for a while.** Only offer this if you can see a pause control in your product.
- **Get money back.** A refund follows your published refund policy, not the cancellation itself.

## How do I cancel a member's recurring access? {#what-to-do}

1. **Find the member.** Look up their email or account, the Community, the subscription record and the renewal date.
2. **Confirm who is asking.** Check the request comes from the account holder. Keep the message you received.
3. **Use the controls you can see.** Cancel with the cancellation action available to you. If there is no pause option, say so and offer cancel and rejoin later.
4. **Tell them the dates.** State whether the cancellation applies now or at the end of the period, and which day the next charge will not happen.
5. **Check access separately.** Confirm when the member loses access. A cancelled subscription can still be in a "cancelling" state with access intact.
6. **Handle any refund on its own.** Apply your published policy. Cancelling alone does not mean the member is owed money.
7. **Send a confirmation.** Name the Community, the final access date, the billing result and where to reach you.

## How do I know it worked? {#what-success-looks-like}

- The subscription state matches what the member asked for.
- The member knows the last day of access and the last charge.
- You promised no pause, proration or refund you cannot deliver.
- Tapmy access and the payment record tell the same story.

## What if something looks wrong? {#troubleshooting-and-limits}

- **The cancel option is missing.** Check you are signed in as the right person, that this account owns the subscription, and that the purchase did not come through a different checkout.
- **A member was charged after cancelling.** Compare the request time with the effective date and renewal time. Look for a second, duplicate subscription.
- **Access ended too early or too late.** Check the cancellation state before you change access by hand.
- **A member wants a pause.** If your product has no pause, offer cancellation and rejoining later.

## What should I write down? {#keep-a-useful-record}

Note the member, Community, subscription reference, when and how they asked, the renewal and effective dates, the result, the access end date, any refund and what you sent back.

## Still stuck? {#next-steps}

Check the result from the member's own account and watch the next renewal date. If it is still wrong, [contact Tapmy Support](/help/tapmy-support). Include the Community URL, your plan, the member email with part hidden, the order or subscription reference, the time and time zone, and what you expected versus what happened. Never send private Community content, passwords, codes, full card numbers or secret keys.