The Cancellation Experience lets you personalize what fans see when they go to cancel their membership. You can add a custom message, a video, and even offer a free extension to encourage them to stay.
Step-by-Step (Interactive)
Step-by-Step (Text Only)
Set up your cancellation experience
Click Settings in the left menu.
Click Cancellation Experience.
Enter a title in Title of the cancellation modal.
Write a personal note in Cancellation Message. Thank fans for being part of your channel, or remind them what they'll miss.
Upload a Cancellation Video (optional), up to 500 MB.
Add a thumbnail for your video under Upload a Custom Thumbnail (optional).
Under Offer a Subscription Extension to Retain Members, choose 1 Week Extension, 1 Month Extension, 1 Year Extension, or No Extension.
Click Update to save.
ℹ️ Note: All fields are optional, so add as much or as little as you'd like. If you don't set anything up, fans see the standard cancel screen.
What fans see
When a fan clicks Cancel on their membership:
They see your title, message, and video, with the options Keep Subscription or Continue to cancel.
If you offer an extension, they see Special Offer Just For You, with a free extension of the length you chose. They can click Accept offer to stay, or Continue cancellation.
Last, they see the standard cancel screen, which also suggests switching to a lower tier.
ℹ️ Note: Each fan can only accept an extension offer once. If a fan is still in a free trial, they'll also see a note that they lose access right away if they cancel.
For the full fan side of this, see How Do I Cancel My Subscription?
Choosing an extension length
💡 Tip: A 1 week extension offers a short grace period, while 1 month gives fans more time to reconsider. A 1 year extension is the most generous option and may be best for your most loyal fans.