Overview
When you cancel your RepeatMD subscription, your platform enters a deactivation process. On your deactivation date, patient access ends, memberships cancel, and you lose Admin Panel access. This article explains what happens automatically and what to do before that date so you retain records and communicate clearly with patients.
This article is for practice owners and managers planning to leave RepeatMD.
Before You Start
Confirm your deactivation date with your Customer Success Manager (CSM) or Support.
You need Administrator access to download reports and send SMS Blasts.
Plan enough lead time to download reports, review active memberships, and notify patients.
Keep your Stripe Express contact information current for year-end tax documents (see step 4 below).
Why It Matters
Deactivation is irreversible for live patient access. Preparing ahead helps you:
Retain financial and membership records before Admin Panel access ends.
Honor or communicate expiration for unredeemed rewards and active memberships.
Reduce patient confusion with a clear SMS notice before the app goes offline.
Receive tax documents without delays by verifying Stripe contact details.
How It Works
Automatic on deactivation date: When your platform deactivates, RepeatMD automatically:
Cancels all future scheduled SMS messages
Cancels all active patient memberships (patients receive an email notification)
Removes your access to the Admin Panel and all reports
Removes patient access to the Patient Rewards app
Tax documents: You may still receive year-end tax documents from RepeatMD if you meet reporting thresholds, regardless of deactivation date. Stripe Express contact information must be current.
Reactivation: You can return to RepeatMD anytime by contacting Support to discuss reactivation options.
Step-by-Step Instructions
1. Download your reports
Log in to your Admin Panel.
Click on any of the Reports in the left-side navigation.
Download any data you want to keep (membership, transaction, and operational reports).
Store exports securely — you cannot access reports after deactivation.
2. Review active memberships and unredeemed rewards
Open your Membership Report from Reports.
Identify patients with active memberships.
Click Patients in the left-side navigation and open each affected Patient Profile.
Check for unredeemed rewards, wallet items, or RepeatCash balances.
Decide how to handle outstanding value before deactivation — honor in office, communicate expiration, or offer an alternative.
3. Notify patients via SMS Blast
Click SMS Blast in the left-side navigation.
Send a message to your patient list explaining that Patient App access is ending.
Include:
What is ending (app access, memberships, unredeemed rewards if applicable)
When it ends (your deactivation date)
Next steps (for example, redeem remaining rewards before the date)
Keep the message clear and direct. This is separate from transactional membership cancellation emails that fire on deactivation.
4. Verify your Stripe Express contact information
Log in to your Stripe Express Dashboard.
Confirm your mailing address and email are up to date.
Update contact details if needed so year-end tax documentation reaches you without delay.
Best Practices and Pro Tips
Start report exports early — do not wait until the last day of access.
Document unredeemed rewards decisions for your internal records before memberships auto-cancel.
Send the SMS Blast at least one week before deactivation when possible so patients have time to act.
Brief your front desk on what patients will see (app offline, membership cancellation emails).
Save Stripe payout history separately if you need long-term reconciliation beyond RepeatMD reports.
Common Mistakes and FAQs
Q: Can I access the Admin Panel after deactivation?
A: No. Admin Panel and report access ends on your deactivation date. Download everything you need before then.
Q: What happens to active memberships on deactivation?
A: All active patient memberships cancel automatically. Patients receive an email notification.
Q: Do I need to cancel scheduled SMS messages manually?
A: No. Future scheduled SMS messages cancel automatically on deactivation.
Q: Will I still get tax documents after leaving RepeatMD?
A: You may receive year-end tax documents from RepeatMD if you meet reporting thresholds. Verify contact information in Stripe Express.
Q: Can I reactivate later?
A: Yes. Email support@repeatmd.com to discuss reactivation options.
Q: Should I refund patients for unused membership time?
A: Refund policy is a business decision outside this article. Review active memberships in step 2 and consult your CEM if needed.
Next Steps and Support
Understand transactional emails (Admin Panel) — membership cancellation and purchase emails
Change your bank account in Stripe (Admin Panel) — if updating Stripe contact details
Need help? Email support@repeatmd.com