Cancel or update a donor’s recurring donation or subscription

Donor cancels/updates recurring donation‍

Donors have direct access to a secure User Portal through which they can cancel or update their own recurring donations.

Cancel a recurring donation

Nonprofits also have the ability to update or cancel a donor’s recurring donation through Stripe.

Card or bank payments managed through Stripe

1. Log in to the Stripe dashboard.
2. Clicking "Customers" on the left-hand side.
3. In the dropdown menu under "Billing," click "Subscriptions" to see a list of all your recurring donors.
4. Locate the email address of the donor who wants to cancel the subscription.
5. Click the "..." on the rightmost side of the page on the donor's subscription.
6. Click "Cancel Subscription".

PayPal payments

1. Log in to the PayPal Merchant Dashboard.
2. Click the “Sales” menu item in the top navigation. Then, under “Sales Channels,” click on “Subscriptions”.
3. On the “Manage subscriptions” page, enter the desired subscription ID into the search field directly beneath the “Subscriptions” title. Click on the subscription ID in the search result. (Subscription IDs are found in your Give Lively Line Items (All) export in the “Payment Platform Subscription ID” column.)
4. Under the “Subscription Info” for the desired donor’s subscription, click “(Update)” next to the “Status: Active” information. 
5. A popup will appear with several status subscription options. Select “Cancel” and then “Save Updates”. Your donor’s recurring payment is now canceled, as noted by the “Status: Canceled” information in the “Subscription Info”. 

Alternatively, you can reach the “Manage subscriptions” page (step 3 above) through a specific transaction:

1. Log in to the PayPal Merchant Dashboard.
2. Click the “Activity” menu item in the top navigation. Then, under “Transactions,” click on “All Transactions”.
3. On the “Transactions” page, search for the desired payment using the provided filters, such as your donor’s email address. Helpfully, “Recurring payment from” appears in the “Description” field.
4. Click on the desired line item to go to its “Transaction details”.
5. Click on “More actions” and then select “View Recurring Payment Details” from the dropdown options. This will take you to the “Manage subscriptions” page.