Use case: A client cancelled and left a comment, and someone on your team asks where to read it. Cancellation reasons are not shown on the subscription or client pages; they are sent to you by email and, if you use them, to Slack and Zapier.
What clients are asked when they cancel
When a client cancels a subscription from Settings > Profile and account > Subscription, they pick a primary reason:
Too expensive
Switching to another service provider
Customer service was poor
The service is no longer needed
Other (opens a Comments box for their own reason)
They can also add optional feedback under Anything else you'd like to tell us? A client cancellation always takes effect at the end of the billing period.
Where to find the reason
1. Email
Portal admins and admins get an email titled with the client's name and the cancellation date. It includes a Reason line and, if the client wrote one, a Client feedback line.
To make sure you receive it, go to Settings > Profile and account > Notification preferences and check that the Email toggle for Subscriptions set to cancel by client is on under Billing notifications.
2. Slack
If your portal is connected to Slack (Pro and Core plans), the same notification is posted to your channel with Reason and Feedback fields. Turn on Subscriptions set to cancel by client under Notification preferences on the Slack integration page. See How to set up Slack integration.
3. Zapier
The Subscription Set To Cancel At Period End trigger includes the reason and the feedback, so a Zap can send them to a spreadsheet, CRM or chat tool. See Complete list of Zapier triggers and actions.
Good to know
Reasons are only collected when the client cancels. When you cancel a subscription for them, no reason is asked.
If you restore a subscription that was set to cancel, its stored reason is deleted.
Since reasons are not kept in the dashboard, a simple shared log (for example a Zapier-fed spreadsheet) helps you spot churn patterns over time.