Cancel or pause your subscription

All plans Owner

Cancelling an Onplana subscription is a one-click action from the Stripe Customer Portal (for self-serve subscriptions) or the Microsoft Admin Center (for Marketplace subscriptions). The mechanics are simple, but the details that matter for budgeting and access planning are worth understanding before you cancel.

Cancel a Stripe subscription

Open Organization Settings → Billing.
Select Manage in Stripe Portal. Onplana opens a signed Stripe-hosted billing page for your organization.
Choose Cancel plan. Stripe asks you to confirm and (optionally) leave feedback.
You’re returned to Onplana’s Billing page. The subscription is marked cancel-at-period-end; you keep your paid features through the end of the current billing period.

Only the organization owner can open the Stripe portal — the button is hidden for Admins and below.

What happens after you cancel

When	What changes
Immediately	The Billing page shows “Cancels on `<date>`”. Paid features continue to work normally.
End of billing period	A Stripe webhook fires `subscription.deleted`. Onplana drops the org to the Free plan, clears the subscription record, and emails the owner.
After the downgrade	Paid features are gated. Existing data (projects, tasks, files) stays. The roster is capped to Free’s seat limit; over-seat members go inactive but their assignments stay attached.

A short grace window keeps higher-tier features available for a few hours past the cancel date so end-of-cycle work isn’t disrupted by clock-skew. This is automatic; you don’t need to ask for it.

What happens to your AI credit

Purchased AI credit lots stay with your organization. They follow the 90-day TTL from purchase date regardless of plan changes, so you can keep using them on the Free plan.
The one-time onboarding bonus for your old plan is consumed with the cancellation; downgrading to Free doesn’t grant a new Free-tier bonus on top.

See Understand your AI token budget for the credit mechanics in detail.

Cancel a Microsoft Marketplace subscription

Marketplace subscriptions are billed by Microsoft, so cancellation happens at Microsoft, not Onplana.

Sign in to the Microsoft Admin Center.
Open Billing → Your products and find the onplana subscription.
Select Cancel subscription.

A Microsoft Marketplace webhook tells Onplana the subscription was cancelled; the org is moved to the Free plan at the renewal date, matching the Stripe behavior.

What is kept and what is removed

Item	Kept after cancellation?
Projects, tasks, comments, attachments	Kept — moves to the Free plan with you
Members	Kept but over-seat members may be deactivated to fit Free’s cap
Purchased AI credit	Kept (90-day TTL applies)
Paid integrations (SSO, SCIM, audit logs, etc.)	Disabled at the downgrade; data preserved
Stripe payment method	Removed from Onplana’s record at the downgrade

Reactivate

If you change your mind:

Before the downgrade fires (you’re still cancel-at-period-end): re-open the Stripe portal and select Renew plan. Stripe undoes the cancellation in place.
After the downgrade: re-subscribe from Organization Settings → Billing. The new subscription is a fresh one in Stripe with a new billing period. Your data is intact; paid features unlock again.

For Marketplace subscriptions, re-purchase through the Microsoft Marketplace listing. The same fulfillment flow that activated the original subscription handles reactivation.

FAQs

Will I get a refund for the rest of the period? No. Onplana follows Stripe’s standard cancel-at-period-end pattern. You keep paid features through the period you already paid for, and no refund is issued for the unused days.

Can I download my data before I cancel? Yes — the strongest paths today are CSV exports from the Reports page and document downloads from Workspace libraries. We don’t currently auto-bundle a single zipped export; reach out to support if you need one.

How long is my data kept after the downgrade? On the Free plan, data is kept indefinitely as long as the organization stays active. If you let the Free organization go fully idle, lifecycle warnings start arriving before any deletion is even considered. The Free-tier lifecycle plan governs this; nothing is hard-deleted without prior emails.

My subscription ended unexpectedly. What happened? The most common cause is a failed payment that Stripe couldn’t recover after retries. Open the Stripe Customer Portal, update the payment method, and re-subscribe; your data is intact and the new subscription starts fresh.

Can I get my AI credit refunded? Purchased AI credit is non-refundable as a Stripe Checkout one-time payment. Unused tokens remain in your account for 90 days from purchase, which means you can keep using them on the Free plan even after cancellation.

Why doesn’t Onplana support pausing? A pause-state in billing is operationally similar to a downgrade- then-upgrade, but it adds complexity to seat math, AI bonus grants, and renewal handling. Downgrading to Free is functionally equivalent for most teams and keeps the billing model simple.

Best practices

Export critical data before cancelling. Reports CSV + Workspace document downloads. Once cancelled, you’re in read-only grace mode.
Cancel at end-of-cycle, not mid-cycle. No refund for unused days. Time the cancel.
Downgrade to Free instead of cancelling if you might come back. Per the FAQ, downgrade = pause-equivalent + keeps data fully accessible.
Marketplace cancellations route through Microsoft. Per the article, not Onplana. Cancel in Microsoft Admin Center.
Use unused AI credit on the Free plan after cancel. Per the FAQ, purchased credit is valid 90 days regardless of plan.

Troubleshooting / common pitfalls

Cancel rejected. Owner-only. Admins can review but can’t cancel.
Subscription ended unexpectedly. Per the FAQ, failed payment retries exhausted. Update payment method.
Data inaccessible after cancel. Cancel goes to end-of-period; downgrade to Free during grace window.
AI credit lost after cancel. Per the FAQ, kept 90 days. Use on Free plan.
Reactivation didn’t restore everything. Per Compare plans and upgrade, data preserved but features may need re-enabling.

How this combines with other features

Cancel + Downgrade. Downgrade-to-Free is the pause equivalent. See Change your plan or billing cycle.
Cancel + AI credit. Purchased credit follows your org; 90-day TTL. See Understand your AI token budget.
Cancel + Seats. Cancellation ends seat billing. See Manage seats and guests.
Cancel + Audit log. Cancellation audit-logged. See Read audit logs.

Coming from another tool

Tool	Mapping
Stripe cancel-at-period-end	Direct mechanism
SaaS subscription cancel	Direct concept
Microsoft Marketplace cancel	Direct via Microsoft
Atlassian Jira Cloud cancel	Direct
Asana cancel	Direct

Change your plan or billing cycle — the pause-equivalent: downgrade to Free, re-upgrade later
Compare plans and upgrade — re-subscribe at a different tier
Understand your AI token budget — what happens to purchased AI credit on cancellation

Was this helpful?