This article explains how to cancel a subscription in the Backoffice, before or after a move‑in. You will also learn what to do with the customer’s unit after cancelling.
Cancel before a move-in
1. Open the customer record and select their customer ID.
2. Select Cancel subscription in the top right corner of the page.
3. In the pop‑up, review the message that explains the subscription has not yet started.
5. Choose whether to notify the customer by email.
6. Choose a cancellation reason
💡 When "Other" is selected as a cancellation reason, a text field now appears so you can specify the exact reason, helping you keep accurate records and learn from customer feedback.
6. Confirm the cancellation.
⚠️ The subscription will be cancelled immediately, and no payments will be taken.
Cancel after a move-in
1. Open the subscription in Stora.
2. Select Cancel subscription in the top right corner.
3. Choose when to cancel:
Cancel at the end of the current subscription term
Cancel immediately
4. Review the changes on the Preview page:
When the subscription will end
Whether the customer will be billed again
5. Choose a cancellation reason from the list.
💡 When "Other" is selected as a cancellation reason, a text field now appears so you can specify the exact reason, helping you keep accurate records and learn from customer feedback.
You must still remove the customer from their Unit
Make a note to remove the customer from their unit when their subscription has ended, as this will not be automatically unallocated unless this feature is enabled. Learn more on auto-deallocation.
Checking the 'Previous' tab on the subscriptions page will help identify any cancelled subscriptions that still have units attached, and the map will also highlight this.
Can customers cancel their subscriptions by themselves?
Customers can cancel their subscriptions from within their online account using the Sign In section of your website. If a customer cancels here, you will receive an email notification with the customer details. Customers pay in advance, so they will have access until the day they have paid up. De-allocate the unit on the appropriate date.
Can I stop a customer from cancelling online?
Yes, you can stop the customer from having the ability to cancel themselves. Here is a guide on how to remove the option to cancel.
Can I undo a cancellation?
Yes, you can undo a cancellation. Here is a guide on how to do this.