This Article is a complete guide for all cancellation processes for SaaS-enabled sub-accounts. It contains instructions on how to cancel a SAAS sub-account for your client and how to allow them to cancel their SAAS subscription with your Agency.
4 min read814 words14 explained imagesUpdated Fri, 27 Jun, 2025 at 3:52 PM
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This Article is a complete guide for all cancellation processes for SaaS-enabled sub-accounts. It contains instructions on how to cancel a SAAS sub-account for your client and how to allow them to cancel their SAAS subscription with your Agency.
IMPORTANT: Key points to remember when Cancelling Saas for a Sub-account. 1. You must be logged in with an Agency-level (admin) user – sub-accounts can only be canceled by Agency admins. 2. If you don’t see “Cancel SaaS” under Settings → SaaS, go to Agency Dashboard → Sub-accounts, click the three-dot menu on the client’s tile, and select “Cancel Subscription.” 3. If the button is still missing, ensure the sub-account has an active SaaS plan. Inactive or trial accounts won’t show a cancel option. If you’ve verified the above and still can’t cancel, please reach out to GHL Customer Care Support
If the client has any non-complimentary credits in their wallet, you must refund those in Stripe.
You can check if the wallet credits are complimentary or non-complimentary by going to sub-account settings > Company Billing > See Details (Transaction History)
Step 1: Reconcile SaaS Wallet Balance (image 1 of 14)What this shows For more details, please review this article: SaaS Wallet Credit ManagementWhat this showsIllustrates the "Step 1: Reconcile SaaS Wallet Balance" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Step 1: Reconcile SaaS Wallet Balance" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: For more details, please review this article: SaaS Wallet Credit Management. Immediately after, the guide continues: Disable SaaS for this sub-account by going to Agency view > Accounts tab > View Details.Image 1 of 14What this coversFor more details, please review this article: SaaS Wallet Credit ManagementNext stepDisable SaaS for this sub-account by going to Agency view > Accounts tab > View Details:
Step 2: Disable SaaS on the Sub-Account from Agency View
Disable SaaS for this sub-account by going to Agency view > Accounts tab > View Details:
Step 2: Disable SaaS on the Sub-Account from Agency View (image 2 of 14)What this shows Disable SaaS for this sub-account by going to Agency view > Accounts tab > View Details:What this showsIllustrates the "Step 2: Disable SaaS on the Sub-Account from Agency View" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Step 2: Disable SaaS on the Sub-Account from Agency View" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Disable SaaS for this sub-account by going to Agency view > Accounts tab > View Details. Immediately after, the guide continues: Cancel the Stripe subscription if you no longer want to charge the client for the SaaS plan.Image 2 of 14What this coversDisable SaaS for this sub-account by going to Agency view > Accounts tab > View Details:Next stepCancel the Stripe subscription if you no longer want to charge the client for the SaaS plan:
Cancel the Stripe subscription if you no longer want to charge the client for the SaaS plan:
Step 2: Disable SaaS on the Sub-Account from Agency View (image 3 of 14)What this shows Cancel the Stripe subscription if you no longer want to charge the client for the SaaS plan:What this showsIllustrates the "Step 2: Disable SaaS on the Sub-Account from Agency View" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Step 2: Disable SaaS on the Sub-Account from Agency View" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Cancel the Stripe subscription if you no longer want to charge the client for the SaaS plan. Immediately after, the guide continues: Note: We recommend exporting all transaction details before disabling SaaS, because once SaaS mode is disabled, all transaction/wallet history will be removed.Image 3 of 14What this coversCancel the Stripe subscription if you no longer want to charge the client for the SaaS plan:Next stepNote: We recommend exporting all transaction details before disabling SaaS, because once SaaS mode is disabled, all transaction/wallet history will be removed.
Note: We recommend exporting all transaction details before disabling SaaS, because once SaaS mode is disabled, all transaction/wallet history will be removed.
Step 2: Disable SaaS on the Sub-Account from Agency View (image 4 of 14)What this shows Note: We recommend exporting all transaction details before disabling SaaS, because once SaaS mode is disabled, all transaction/wallet…What this showsIllustrates the "Step 2: Disable SaaS on the Sub-Account from Agency View" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Step 2: Disable SaaS on the Sub-Account from Agency View" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Note: We recommend exporting all transaction details before disabling SaaS, because once SaaS mode is disabled, all transaction/wallet history will be removed. Immediately after, the guide continues: If the sub-account has Twilio or Email (Mailgun), Rebilling is turned on after disabling SaaS; their Twilio / Mailgun sub-account will still be connected in Agency Settings > Twilio / Mailgun. Make sure you've deleted those connections….Image 4 of 14What this coversNote: We recommend exporting all transaction details before disabling SaaS, because once SaaS mode is disabled, all transaction/wallet history will be removed.Next stepIf the sub-account has Twilio or Email (Mailgun), Rebilling is turned on after disabling SaaS; their Twilio / Mailgun sub-account will still be connected in Agency Settings > Twilio / Mailgun. Make sure you've deleted those connections and closed these sub-accounts.
Step 3: Close Twilio / Mailgun Sub-Accounts - For Clients who're leaving your Agency
If the sub-account has Twilio or Email (Mailgun), Rebilling is turned on after disabling SaaS; their Twilio / Mailgun sub-account will still be connected in Agency Settings > Twilio / Mailgun. Make sure you've deleted those connections and closed these sub-accounts.
Step 4: Remove User from Team Management / Delete the Sub-Account - For Clients who're leaving your Agency
This step depends on your choice.
If you want to keep the client's data even after removing them, go to Agency Settings > Team and remove the client's user.
If you don't want to keep their data, go to Accounts > View Details, and delete the sub-accountStep 2 of 2: If you don't want to keep their data, go to Accounts > View Details…What this shows Step 2 of 2: If you don't want to keep their data, go to Accounts > View Details, and delete the sub-accountWhat this showsShows what this covers for step 2 of 2 in the "Step 4: Remove User from Team Management / Delete the Sub-Account - For Clients who're leaving your Agency" section of "How to Cancel SaaS sub-account for your client".This screenshot accompanies step 2 of 2 in the "Step 4: Remove User from Team Management / Delete the Sub-Account - For Clients who're leaving your Agency" section of "How to Cancel SaaS sub-account for your client". At this point in the walkthrough you if you don't want to keep their data, go to Accounts > View Details, and delete the sub-account. The navigation path used here is Accounts > View Details.Step 2 of 2Path: Accounts > View DetailsImage 5 of 14What this coversIf you don't want to keep their data, go to Accounts > View Details, and delete the sub-accountAll 2 steps in this procedure
If you want to keep the client's data even after removing them, go to Agency Settings > Team and remove the client's user.
If you don't want to keep their data, go to Accounts > View Details, and delete the sub-account this image
Instructions to allow the client to cancel their subscription
SaaS agencies can now allow their SaaS clients to cancel their subscriptions. This feature is turned off by default because we believe taking cancellation requests and getting an opportunity to save the SaaS client is essential in churn-aversion. But regardless, the decision rests with the agencies now! Agencies can enable this feature by going to their SaaS configurator.
Instructions to allow the client to cancel their subscription (image 6 of 14)What this shows SaaS agencies can now allow their SaaS clients to cancel their subscriptions.What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: SaaS agencies can now allow their SaaS clients to cancel their subscriptions. This feature is turned off by default because we believe taking cancellation requests and getting an opportunity to save the SaaS client is essential in churn-aversion. But regardless, the decision rests with the…. Immediately after, the guide continues: Mark the checkbox to Allow clients(sub-accounts) to cancel their subscriptions and then hit the Save Changes button.Image 6 of 14How to confirmSaaS agencies can now allow their SaaS clients to cancel their subscriptions. This feature is turned off by default because we believe taking cancellation requests and getting an opportunity to save the SaaS client is essential in churn-aversion. But regardless, the decision rests with the agencies now! Agencies can enable this feature by going to their SaaS configurator.
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepMark the checkbox to Allow clients(sub-accounts) to cancel their subscriptions and then hit the Save Changes button.
Mark the checkbox to Allow clients(sub-accounts) to cancel their subscriptions and then hit the Save Changes button.
Please Note:
This will apply this setting to all SAAS accounts that will be created using your SAAS configurator moving forward.
This feature can also be controlled at a per-client level by Going to the Agency Sidebar> Sub-Accounts> Scroll to the specific client> Click on their name or on Manage Client:
Instructions to allow the client to cancel their subscription (image 8 of 14)What this shows This feature can also be controlled at a per-client level by Going to the Agency Sidebar> Sub-Accounts> Scroll to the specific client>…What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: This feature can also be controlled at a per-client level by Going to the Agency Sidebar> Sub-Accounts> Scroll to the specific client> Click on their name or on Manage Client. The navigation path used here is Agency Sidebar > Sub-Accounts > Scroll. Immediately after, the guide continues: Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS….Path: Agency Sidebar > Sub-Accounts > ScrollImage 8 of 14Where to goThis feature can also be controlled at a per-client level by Going to the Agency Sidebar> Sub-Accounts> Scroll to the specific client> Click on their name or on Manage Client:
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepOnce you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is marked, your client will see a Modify Subscription button below their subscription details in Settings> Company Billing:
Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is marked, your client will see a Modify Subscription button below their subscription details in Settings> Company Billing:
Instructions to allow the client to cancel their subscription (image 9 of 14)What this shows Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription.What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is…. The navigation path used here is Settings > Company Billing. Immediately after, the guide continues: Once they click on Confirm Cancellation, They will see this message.Path: Settings > Company BillingImage 9 of 14What this coversOnce you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is marked, your client will see a Modify Subscription button below their subscription details in Settings> Company Billing:
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepOnce they click on Confirm Cancellation, They will see this message:Instructions to allow the client to cancel their subscription (image 10 of 14)What this shows Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription.What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is…. The navigation path used here is Settings > Company Billing. Immediately after, the guide continues: Once they click on Confirm Cancellation, They will see this message.Path: Settings > Company BillingImage 10 of 14What this coversOnce you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is marked, your client will see a Modify Subscription button below their subscription details in Settings> Company Billing:
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepOnce they click on Confirm Cancellation, They will see this message:Upon clicking Cancel, your client will see the following confirmation popup:Instructions to allow the client to cancel their subscription (image 11 of 14)What this shows Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription.What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Once you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is…. The navigation path used here is Settings > Company Billing. Immediately after, the guide continues: Once they click on Confirm Cancellation, They will see this message.Path: Settings > Company BillingImage 11 of 14What this coversOnce you mark the checkbox to Allow client (sub-account) to cancel their subscription, They will be able to Cancel their Subscription. This setting will only apply to this sub-account and not all SAAS accounts created using your SAAS configurator moving forward. Sub-account, Once this checkbox is marked, your client will see a Modify Subscription button below their subscription details in Settings> Company Billing:
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepOnce they click on Confirm Cancellation, They will see this message:
Once they click on Confirm Cancellation, They will see this message:
Instructions to allow the client to cancel their subscription (image 12 of 14)What this shows Once they click on Confirm Cancellation, They will see this message:What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Once they click on Confirm Cancellation, They will see this message. Immediately after, the guide continues: Whenever they try to access that canceled account they will see this message until they reactivate.Image 12 of 14How to confirmOnce they click on Confirm Cancellation, They will see this message:
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepWhenever they try to access that canceled account they will see this message until they reactivate:
Whenever they try to access that canceled account they will see this message until they reactivate:
Instructions to allow the client to cancel their subscription (image 13 of 14)What this shows Whenever they try to access that canceled account they will see this message until they reactivate:What this showsIllustrates the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "Instructions to allow the client to cancel their subscription" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Whenever they try to access that canceled account they will see this message until they reactivate. Immediately after, the guide continues: Your clients can reactivate their sub-accounts by clicking the reactivate button if they cancel their subscriptions. Also, they will have the option to change payment methods if required.Image 13 of 14What this coversWhenever they try to access that canceled account they will see this message until they reactivate:
Buttons and menus referencedSave ChangesConfirm Cancellation,
Next stepYour clients can reactivate their sub-accounts by clicking the reactivate button if they cancel their subscriptions. Also, they will have the option to change payment methods if required.
Your clients can reactivate their sub-accounts by clicking the reactivate button if they cancel their subscriptions. Also, they will have the option to change payment methods if required.
Your client can also reach out to you using the agency's email under company settings if they ever get locked out erroneously.
FAQ
When my client cancels, will it automatically pause their sub-account?
This behavior depends upon the following settings on the SaaS configurator:
Therefore agencies can decide the behavior that suits them.
When my client cancels, will it automatically pause their sub-account? (image 14 of 14)What this shows Therefore agencies can decide the behavior that suits them.What this showsIllustrates the "When my client cancels, will it automatically pause their sub-account?" section of "How to Cancel SaaS sub-account for your client".This screenshot appears in the "When my client cancels, will it automatically pause their sub-account?" section of "How to Cancel SaaS sub-account for your client". The text alongside this image reads: Therefore agencies can decide the behavior that suits them. Immediately after, the guide continues: Any remaining balance or credits in your client's account will be forfeited.Image 14 of 14What this coversTherefore agencies can decide the behavior that suits them.Next stepAny remaining balance or credits in your client's account will be forfeited.
What will happen on Stripe with the client subscription once they cancel?
The subscription will also end on the Stripe side.
If my clients have remaining credits, what will occur?
Any remaining balance or credits in your client's account will be forfeited.
Frequently asked questions
When my client cancels, will it automatically pause their sub-account?
This behavior depends upon the following settings on the SaaS configurator: Therefore agencies can decide the behavior that suits them.
If my clients have remaining credits, what will occur?
Any remaining balance or credits in your client's account will be forfeited.
