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Cancellation reasons

Target Audience: Users, Stakeholders


This section describes the cancellation reason concept. The cancellation reason concept enables our users and their end users to cancel their subscription(s) with a user selected reason.

Manage cancellation reasons

You can manage cancellation reasons from PAP.

Cancel a subscription. How does it work?


  • Package must be Tulo provisioned

When the requirements are met a dialog will be visible in connection to the customer subscription overview. The administrator has the option of cancelling the subscription at the end of the current period or immediately.

When the subscription expires the end user will be notified via email.

Client portal

  • Package must support end user cancellation
  • Package must be Tulo provisioned

When the requirements are met and the end user selects the cancellation action from My Account a dialog requiring confirmation and a reason to complete the action.

When the action is completed the subscription will be cancelled at the end of the current period and the user will be notified via email.


When a subscription expires an event will be sent to your subscription system including information concerning the cancellation, such as the mapped* cancellation reason.

  • A mapped cancellation reason refers to the configured subscription systems cancellation code.

Internal cancellation reasons

There are a few cancellations reasons that are "hard-wired" into Payway. These cannot be removed but the integration code can of course be changed.

Internal reasons

Name Code Description
Payment failure payment_failure Recurring payment failed towards provider. E.g. Customer has insufficient funds on creditcard.
Grace period expired grace_period_expired Subscriber does not renew hens subscription in time after a failed payment.
Expiration passed expiration_passed Life span of subscription ends.
Campaign exhausted campaign_exhausted Life span of a non-transformable campaign ends.
Default default Default reason used if no other provided. Depending on your integration we try to find the integration specific default reason first. If none is found we use the payway internal default reason.