Pause & Cancel

You can pause a paying member’s billing, cancel their access from the Membership Hub or Wallet, or let them cancel from the fan portal. Each path behaves slightly differently depending on whether they pay on a schedule, joined for free, or were added manually.

This guide covers creator actions and fan self-service. For failed renewal charges and grace periods, see Billing & dunning.

Creator plan required

Member statuses at a glance

Status	Billing	Typical access
Active	Renewals run on schedule (if paid recurring)	Full membership — posts, classroom, portal
Paused	Charges paused at your request	Portal shows a paused notice; billing resumes when you Resume
Past due	Last renewal failed	Still entitled while past due — Billing & dunning
Cancelled	No future charges	Access ends immediately for free / comp, or after the current paid period ends

Pause a membership (billing on hold)

Pause stops future charges for a paid recurring member without removing them from your program. Use it for vacations, disputes, or temporary holds while you sort something out.

What pause does

Effect	Detail
Billing	No new invoices are collected while paused
Status in hub	Paused
Fan portal	Banner: Membership paused — Your billing is temporarily on hold. You still have full access — billing will resume when the creator lifts the pause.
Resume	You clear the pause; billing and renewals can continue

Pause does not remove the member from your list. It is not the same as Cancel.

Who you can pause

Member type	Pause available?
Paid recurring (monthly / yearly / weekly on Flo Payments)	Yes
Free tier, Add member, or Gift access (no billing subscription)	No — Flo shows that there is no billing subscription to pause
One-time paid tier (single charge at join)	No — no recurring subscription to pause
Past due	No — use Billing & dunning first; only Active or Paused rows show Pause / Resume

How to pause (creator)

Pause and resume are on the compact members list inside hub settings — not on the full Members tab table.

Open hub settings
Dashboard → Memberships → your program → Open hub → Settings.
Members
In the settings sidebar, choose Members.
Pause
Find an Active member → click Pause on their row.

Flo asks you to confirm:

Pause this fan's membership? Their billing will be suspended.

Result	Detail
Success	Toast Membership paused.
Failure	Error message under the list (for example no billing subscription)

How to resume

On the same Settings → Members list, Paused rows show Resume (no extra confirm).

Result	Detail
Success	Toast Membership resumed.
Status	Returns to Active when billing syncs

Full member table

The Members tab (left nav) has search, filters, export, bulk cancel, and the member drawer — but not Pause / Resume. Use Settings → Members for billing hold shortcuts, or View all members → from settings to jump to the full table — Manage members.

Cancel a membership (creator)

Cancellation stops future billing and eventually removes access. How fast access ends depends on how the member joined and where you cancel from.

Cancel from the Membership Hub (recommended for memberships)

Use the full Members tab when you want membership-specific rules (paid members keep access until period end).

Open Members
Open hub → left nav Members.
Select members
Check one or more rows (or use the header checkbox for everyone currently shown after search/filters).
Cancel memberships
Click Cancel memberships in the bulk bar → confirm.

Confirmation copy:

Selection	What Flo tells you
One paid member	They keep access until their current billing period ends. Free members lose access immediately.
Many members	Same rules for each selected row

Result	Toast
All succeeded	N membership(s) cancelled.
Some failed	N cancelled, M failed. Check the members tab for details.

What happens behind the scenes (hub cancel)

Member type	Billing	Access
Paid recurring	Flo schedules cancellation at period end — no further renewals after that date	Active until the period they already paid for ends, then Cancelled
Free, Add member, or Gift (no subscription)	Nothing to cancel in billing	Cancelled immediately in the hub

No email when you cancel from the hub

Flo does not send a cancellation email the moment you click Cancel memberships. When a paid member’s period ends and status becomes Cancelled, Flo can send the Membership cancelled email (see Emails members receive).

There is no Cancel button inside the member drawer today — use row selection and Cancel memberships, or Wallet for immediate billing stop (below).

Cancel from Wallet → Subscriptions (immediate)

Dashboard → Grow → Wallet → Subscriptions tab lists Flo Payments subscribers, including membership renewals.

Action	Behavior
Cancel on a row	Confirm: Cancel subscription for [email]? This cannot be undone.
Effect	Cancellation is immediate in billing — different from hub Members cancel

Use Wallet when you need billing to stop now. Use hub Members when you want a paying fan to keep access until the period they paid for ends.

After Wallet cancel	Detail
Toast	Subscription for [email] cancelled
Member status	Updates to Cancelled when billing syncs
Fan email	Membership cancelled or subscription email when applicable

Free, gifted, and manual members

How they joined	How you remove access
Add member (comp)	Hub Cancel memberships → immediate cancel
Gift access	Same — immediate cancel. Optional Expires date on the gift form is stored for your records; Flo does not auto-remove access on that date yet — cancel manually when you want access to end
Free tier checkout	Immediate cancel from the hub

When members cancel themselves

Fans with a paid recurring membership can stop billing from the portal.

Membership page (period-end cancel)

https://myflo.link/{your-username}/portal/membership

Control	Behavior
Cancel membership	Only while status is Active (not Past due)
Confirm	Explains they keep access until [period end date]
After confirm	UI shows access continues until that date; billing stops for the next cycle

This matches hub cancel: end of current period, not instant cutoff.

My Subscriptions (immediate cancel)

https://myflo.link/{your-username}/portal/subscriptions

Control	Behavior
Cancel subscription	Confirm: Cancel your subscription to [name]? This cannot be undone.
Effect	Billing stops immediately — same class of action as Wallet → Cancel

If a member says they “cancelled” but still have access, check which screen they used and whether the period has ended yet.

One-time and non-billing memberships

Fans on one-time tiers or comps without a saved subscription see copy to contact support or use their confirmation email — there is no Cancel membership billing button on the membership page.

Emails members receive

Email	When	Subject (pattern)	Body highlights
Membership cancelled	Status becomes Cancelled after a paid subscription ends (including period-end cancels)	`Your [program name] membership has been cancelled`	Access until end of current billing period; won’t be charged again
Subscription cancelled	Some non-membership subscription paths	`Your subscription to [name] has been cancelled`	Won’t be charged again; contact you with questions

Flo sends these from Flo addresses (for example hello@myflo.link). Creator-initiated hub cancel does not trigger an instant “you’ve been cancelled” email at click time for paid members — the email aligns with when access actually ends.

What you see as the creator

Event	In-app notification?
New paying member	Yes — membership joined (bell menu)
Payment failed	Yes — Member payment failed — Billing & dunning
Member cancelled	No dedicated bell item today — check Members filter Cancelled or Wallet → Subscriptions

Watch Status on the member row, Renews (blank after cancel), and Payment history in the drawer.

Access after cancel — quick reference

Who cancelled	Paid recurring access	Free / comp access
You — hub Members	Until current period end	Immediate
You — Wallet → Cancel	Ends when billing syncs (immediate cancel)	N/A (no row or immediate)
Member — membership page	Until period end	N/A
Member — My Subscriptions	Immediate billing stop	N/A
Grace period auto-cancel (Billing & dunning)	Ends when status flips Cancelled	N/A

After Cancelled, they can join again from your Flo page if the program is still Live — a new checkout or free join creates a fresh membership row.

Pause vs past due vs cancel

Situation	Best action
Card failed on renewal	Do not pause — member is Past due — Billing & dunning
Temporary hold, member is current on bills	Pause in Settings → Members
Member should leave at end of month they paid for	Hub Cancel memberships
Stop billing immediately	Wallet → Subscriptions → Cancel or ask member to use My Subscriptions
Remove a comp or free member now	Hub Cancel memberships (immediate)

Suggested workflows

Hold billing for one member

Settings → Members
Hub → Settings → Members → find the Active paid member.
Pause
Pause → confirm → Membership paused.
Resume later
When ready, Resume → Membership resumed.

End a paying member at period end

Members tab
Hub → Members → search their email.
Select and cancel
Check their row → Cancel memberships → confirm period-end message.
Verify
Status stays Active until renewal date passes, then Cancelled. Renews clears.

Remove a comp immediately

Find member
Members → filter Active → select the comped row.
Cancel
Cancel memberships → confirm — access ends immediately for free members.

Troubleshooting

Issue	What to check
Pause button missing	Only on Settings → Members, not the full Members tab. Member must be Active or Paused with a paid subscription.
“No billing subscription” on pause	Free, gift, manual add, or one-time member — use Cancel instead if you want access removed.
Paid member still Active after you cancelled	Hub cancel is at period end — wait until Renews date passes.
Cancelled instantly when you wanted period end	You may have used Wallet → Cancel — use hub Members next time for period-end grace.
Member still charged after hub cancel	Cancel schedules future charges to stop — not a refund of the current period.
No cancellation email	Expected right after hub cancel for paid members — email sends when status becomes Cancelled.
Cancel membership fails for member	Often Past due — they must fix payment (Update payment method) or cancel from My Subscriptions.
Bulk cancel partial failure	Toast lists how many failed — retry failed rows individually; check Flo Payments connection.

What's next?

Billing & dunning — failed payments, grace period, reminders
Manage members — table, drawer, filters, gift and add member
Create a tier — recurring vs one-time pricing
Welcome email — message when someone joins
Wallet overview — Subscriptions tab and payouts
Fan Hub overview — how members reach the portal after join

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