How to Customize the SaaS Subscription Cancellation Flow in GoHighLevel
If you manage recurring subscriptions in GoHighLevel and also organize your work in ClickUp, aligning your cancellation process with your internal workflows is essential. This guide explains, step by step, how to customize the SaaS subscription cancellation flow so you can reduce churn, collect feedback, and control when users can see the cancel option.
The instructions below are based on the official GoHighLevel help documentation and walk you through enabling cancellation, adding surveys, and configuring how the system handles customer cancellations.
Overview of the GoHighLevel SaaS Cancellation Flow
The SaaS subscription cancellation flow in GoHighLevel lets you control what happens when a sub-account owner clicks to cancel their active subscription. Instead of instantly ending access, you can:
- Ask why they are cancelling using a short survey.
- Collect detailed written feedback in a text box.
- Set a custom confirmation message after cancellation.
- Choose who needs to approve or complete the cancellation.
All of this is configured centrally in the SaaS configuration area within your GoHighLevel agency account.
Accessing the GoHighLevel SaaS Config Settings
To start customizing the cancellation process, you must open the SaaS configuration page in your GoHighLevel agency account.
- Log in to your Agency view.
- From the left-hand navigation, click SaaS Config.
- Locate the Subscription Cancellation Flow section on the page.
All options related to cancelling SaaS subscriptions are managed from this section of GoHighLevel.
Enable the GoHighLevel SaaS Cancellation Flow
Before customizing the experience, you must enable the built-in cancellation flow.
- In the Subscription Cancellation Flow section, turn on or check the option labeled to enable the cancellation flow.
- Once enabled, the system will use this flow when a user attempts to cancel a SaaS subscription from within their sub-account.
After enabling, additional settings for surveys, messages, and approval rules will be available.
Configure the GoHighLevel Cancellation Survey
The cancellation survey allows you to understand why customers are leaving so you can improve your SaaS offer inside GoHighLevel.
Enable the cancellation survey
- In the same Subscription Cancellation Flow area, locate the survey or feedback options.
- Enable the option to display a survey when users try to cancel.
Add survey questions and answer options
The help documentation describes a simple approach to gathering structured feedback.
- Add a short question such as: “Why are you cancelling your subscription?”
- Provide multiple-choice answers like:
- Too expensive
- Missing features
- Not using it enough
- Switching to a competitor
- Other
- Include an open text field so users can type more detailed feedback.
Design your survey to be quick and easy so users are more likely to answer honestly before completing the GoHighLevel cancellation process.
Set Up Messages in the GoHighLevel Cancellation Flow
Custom messaging is important to clearly explain what happens after a user cancels and to offer alternatives such as downgrades or pausing the subscription.
Customize the pre-cancellation message
- Locate the field for a pre-cancellation or confirmation message.
- Enter a short, clear explanation of what cancelling will do, for example:
- When the subscription will end.
- What data or features they might lose.
- Who to contact for help.
This message appears before the final confirmation, helping users make an informed decision inside GoHighLevel.
Customize the post-cancellation confirmation
- Find the message that appears after a user completes the cancellation.
- Add a thank-you message and next steps, such as:
- A confirmation that billing has been stopped.
- How long they’ll retain access.
- A link to support if they cancelled by mistake.
Use this message to leave a positive final impression, even when customers decide to stop using your GoHighLevel SaaS plan.
Control Who Can Cancel in GoHighLevel
The help page explains that you can decide who has the power to cancel a SaaS subscription and how the request is handled.
Allow users to cancel directly
- If you want sub-account owners to cancel their own SaaS plans immediately, enable direct cancellation.
- With this setting, once they confirm cancellation and complete the survey (if enabled), the system will automatically end their subscription according to your billing rules.
Require agency approval before cancellation
- To keep more control, choose the option that requires agency approval.
- When a user requests cancellation, GoHighLevel will:
- Record the request and survey answers.
- Notify the agency (based on your notification settings).
- Leave the subscription active until you approve or process the cancellation.
This approach lets you review each case, reach out to save the account, or propose an alternative plan before finalizing the cancellation in GoHighLevel.
Test the GoHighLevel SaaS Cancellation Experience
Before you roll out your changes to all sub-accounts, test the full process to make sure everything works as expected.
- Create or use a test sub-account that has an active SaaS subscription.
- Log in as the sub-account user and navigate to the billing or subscription area where the cancel option appears.
- Click the cancel option and walk through the prompts:
- Confirm that the survey displays correctly.
- Verify the pre-cancellation message text.
- Submit the survey and check the post-cancellation confirmation message.
- Check that the subscription status updates according to your settings.
If you require agency approval, also verify that the cancellation request reaches your agency view and can be processed correctly.
Best Practices for GoHighLevel Cancellation Optimization
To get the most value from the cancellation flow and reduce churn, consider these practices:
- Keep questions short: A simple survey reduces friction, so more users complete it.
- Review feedback regularly: Evaluate survey responses to identify common reasons for leaving and update your SaaS offer inside GoHighLevel accordingly.
- Add a downgrade or pause option: Mention alternatives in your messages to save accounts that might only need a lower plan.
- Align with your support process: Make sure your team knows how the flow works and how to follow up after a cancellation request.
Where to Find the Original GoHighLevel Documentation
For full reference, screenshots, and any updates to the SaaS cancellation configuration, consult the official GoHighLevel help center article: How to customize the SaaS subscription cancellation flow.
If you want expert help building, optimizing, or scaling your GoHighLevel SaaS setup, you can also visit Consultevo for strategic implementation and automation services.
By correctly configuring and testing the SaaS subscription cancellation flow, you ensure that every user who tries to cancel in GoHighLevel goes through a clear, optimized process that gathers valuable feedback and can help you improve retention over time.
Need Help With ClickUp?
If you want expert help building, automating, or scaling your GHL , work with ConsultEvo — trusted GoHighLevel Partners.
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