Overview
This article explains how patients can cancel a membership directly from the Patient Rewards app and what happens after cancellation. It’s designed for practice owners, admins, and support teams who need clarity on billing cycles, benefit access, and how to verify a patient’s final payment.
Before You Start
Memberships are billed in advance on the day a patient signs up and on the same day of the month going forward.
Membership cancellations always take effect at the end of the current billing cycle.
No prorated refunds are issued.
Patients retain full access to membership benefits until the billing cycle ends.
Cancellation reasons are required for both patients and admins.
How Patients Cancel a Membership
Open the Patient Rewards app.
Tap Memberships.
Scroll down and select Manage Memberships.
Select the membership you want to cancel.
The membership details page displays:
Membership name
Remaining commitment period
Next payment date
Remaining dunning attempts (if applicable)
Cancellation date (if already scheduled)
5. Tap Cancel Membership.
6. Select a cancellation reason:
I don’t need this membership
Not a good value
Unhappy with the quality of service
Lack of use
Found a better alternative
Moving away
Temporary pause
7. Review the cancellation details, including the last day of the billing cycle.
The app displays the last day of the current billing period, after which the membership will not renew. If necessary, update the email address for the confirmation. This ensures that access to the services continues until the prepaid time ends, which aligns with the policy of providing service until the next billing cycle.
8. Confirm the cancellation.
9. Once confirmed:
The membership remains active until the end of the billing cycle.
The patient receives a cancellation confirmation email.
Practice admins are BCC’d on the email for record keeping.
How Cancellation Billing Works
Memberships are charged in advance for the current billing period.
When a patient cancels, the membership stays active through the end of that billing cycle.
No additional payments are processed after the cancellation effective date.
All membership benefits remain available until the membership automatically deactivates.
This approach ensures patients receive the full value they’ve already paid for and prevents billing disputes.
Special Considerations for Dunning Memberships
If a membership is in dunning due to a failed payment method:
The patient navigates to Manage Memberships.
The membership appears with a dunning status.
The patient can choose to:
Update Payment Method, or
Cancel Membership
If canceled, the system ensures there is no unpaid balance remaining.
Admin Visibility & Verification
Admin-initiated cancellations
Admins can cancel a membership on behalf of a patient.
Admins must select a cancellation reason.
Admin-initiated cancellations follow the same end-of-cycle rules as patient cancellations.
The selected cancellation reason is visible in the membership detail drawer.
When canceling a patient’s membership, admins must also select a cancellation reason from the same list of options. Admins can view the cancellation reason in the membership detail drawer after the cancellation has been processed.
Additionally, admins can verify the last payment processed by accessing the Summary Report in the admin panel, which details the most recent successful payment, including its date and amount.
How admins verify the last payment
Admins can confirm a patient’s final payment by reviewing the Memberships report in the Reports section of the Admin Panel. This report shows:
Last successful payment date
Billing cycle dates
Cancellation status and effective date
How It Works
Canceling a membership schedules it to end at the conclusion of the billing cycle.
Memberships automatically deactivate at cycle end.
No manual admin action is required.
Patients can reverse the cancellation before the cycle ends.
FAQs / Troubleshooting
Q: When does a canceled membership actually end?
A: At the end of the current billing cycle.
Q: Do patients lose benefits immediately after canceling?
A: No. Patients retain full access to benefits until the billing cycle ends.
Q: Can patients reactivate a canceled membership?
A: Yes. Reactivate a canceled membership by navigating to the Manage Memberships page and selecting Reactivate Membership.
Q: What if the patient changes their mind after initiating the cancellation?
A: Before the end of their billing period, they can choose to keep their membership active by selecting Keep my membership on the cancellation confirmation page or the membership management page.
Q: Will the patient be charged after canceling their membership?
A: Once canceled, the membership remains active until the end of the current billing period. After that, no further payments will be processed. This is because the remaining time in the billing period has already been paid for. On the next billing date, the membership automatically deactivates, ensuring no additional charges or invoices are generated.
Q: Can I customize the cancellation reason options?
A: Currently, reasons for cancellation are standardized and cannot be customized.
Q: How can I verify the last payment for a canceled membership?
A: You can confirm the last payment processed for a canceled membership by accessing the admin panel's Summary Report. This report provides details such as the date and amount of the most recent successful payment.