Customers can cancel their membership directly within the app at any time. Once canceled, the membership will remain active until the end of their current billing period unless you modify the subscription in Stripe.

If a customer would like their membership canceled immediately and is requesting a refund for unused time, you will need to cancel the subscription and process the refund directly in Stripe.

Canceling a Membership in the App

1. Open the app and tap on the Digital ID icon in the upper right-hand corner of the Home Screen (to the left of the Profile icon)
   
   
   
2. Tap on the Digital ID card
   
   
   
3. Tap on the Manage button
   
   
   
4. Tap on the Cancel Membership button
   

Canceling a Membership in Stripe

1. Log into your Stripe account - you can log directly into Stripe or you can navigate there from the Customer Dashboard side of the App Manager. Both ways will require you to have your login information for Stripe.
   
   If you choose to log in through the Customer Dashboard in the App Manager follow these steps:
   Step 1: Log into the App Manager
   Step 2: Click on Customer Dashboard
   
   Step 3: Click on the Settings tab (bottom of the left-hand navigation bar)
   
   Step 4: Click Stripe
   
   Step 5: Click the Go To Stripe button
   
   
   
2. Once you are logged into Stripe, navigate to Subscriptions (Products ➡️ Billing ➡️ Subscriptions)
   
   
   
3. Find the Customer from your list of Subscriptions and click the 3 dots on the right of their subscription listing
   
   
   
4. Click the 3 dots and and then click Cancel Subscription
   
   
   
5. The Cancel Subscription box will appear: 
   
   
   Choose when you want to cancel the subscription (Immediately, End of the current period, or On a custom date) - Immediately is the only choice that allows for a refund. You can choose to refund their entire last payment or the prorated amount for the time of the membership they did not use.