How do I cancel a membership from the admin side without the member doing it?

Staff-initiated cancel of a recurring sauna and cold plunge membership is partial: there is no dedicated Zettlor “Admin cancel membership” button documented on the customer. Ending the plan without the member clicking cancel is a Stripe Dashboard (or member-portal) cancel path, and it is not the same job as a hold / pause.

What Zettlor does today

This behavior is partial. Members can pause or cancel from the customer portal (FAQ + hold guide). Portal pause sets membership to paused without treating the relationship like a brand-new signup later; staff do not get a Freeze button on the customer. Billing pause and hard cancel of the subscription are Stripe-side actions on the connected account. Failed invoices that Stripe eventually cancels move membership to canceled and suspend those membership credits; existing reservations can still check in. Unchecking Published on Store → Products stops new purchase only—it does not cancel people already on the plan.

What is not documented: CRM → Customers → Cancel membership as a first-class Zettlor control with refund options, end-of-period vs immediate chooser, and in-app confirmation emails authored only inside Zettlor. Use Stripe Dashboard carefully, and prefer portal pause when the guest means hold.

Guest booking, cancel, and credit self-serve steps stay on Help. This page is for operators.

Desk path

CRM → Customers → read membership status first. If the intent is hold: member portal pause, or pause billing in Stripe Dashboard—not cancel. If the intent is end the plan without the member: cancel the subscription in Stripe Dashboard on the connected account, then re-read status and credit spendability on the customer. Do not uncheck Published as a substitute for cancel.

Do not invent a settings path beyond what is listed here. If the product does not include a control, the desk workaround is the path.

Failure mode

Desk cancels in Stripe when the member asked for a one-month hold. Resume becomes a new checkout instead of an unpause. Or staff uncheck Published thinking founding members are cancelled—they keep billing. Another failure: turning the guest away on the first past-due invoice while Stripe is still retrying and credits should still spend. Worst case: cancelling the wrong Stripe subscription on a shared email and wiping access for a different product.

Operator example

Alchemy needs to end a corporate sauna and cold plunge membership after the office stops paying. Desk opens CRM → Customers, confirms the active plan, then cancels that subscription in Stripe Dashboard—not via a Zettlor Freeze or Admin Cancel button that does not exist. They re-check the customer: membership canceled, membership credits suspended, any already-booked seats still able to check in per failed-charges behavior. For a traveler who only needs a month off, they send the portal pause link instead of cancelling.

A sauna and cold plunge operator can copy the shape of this example without copying another brand's private pricing or customer lists.

How to do this

1. Decide hold versus cancel. Hold / freeze ≠ cancel. If they should return on the same plan, use portal pause (or Stripe pause)—see hold.
2. Open CRM → Customers and note membership status, renew date, and whether credits are still spendable.
3. If you truly mean cancel without the member: open Stripe Dashboard on the connected account, find that subscription, and cancel it with the end timing your ops policy allows.
4. Return to CRM → Customers and confirm membership shows canceled (or the status Stripe synced) and that membership credits suspend as expected.
5. Tell the guest what happens to future reservations and whether seats already booked can still check in.
6. Do not uncheck Published on Store → Products as a mass-cancel tool—that only stops new purchase.
7. Log the reason on the customer so the next shift does not “reactivate” by accident or sell them the founding rate again without policy review.

Related questions

Is admin cancel the same as freeze / hold?

No. Hold keeps the relationship paused. Cancel ends the Stripe subscription relationship. Use the hold guide when staff meant pause.

Does cancelling in Stripe immediately ban check-in on existing reservations?

Per failed-charges guidance, after canceled, membership ends and those credits suspend, but existing reservations can still check in. Confirm on the specific booking before turning someone away at the door.

Can I cancel by unpublishing the membership product?

No. Unchecking Published stops new purchase. Current subscribers keep their plan until they cancel or fail in Stripe. See sunset-plan.

Follow-up guides

• How do I freeze or hold a membership without cancelling it?
• How do I see failed membership charges and retry them before we cut access?
• How do I stop selling a membership without cutting off people already on it?
• How do I reassign unused session credits from one guest profile to another?

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