Subscriptions: the buyer portal, cancelling and withdrawal

Where the portal lives

Buyers manage their subscriptions in a portal on LatchPay's subscriptions site, subscriptions.latchpay.io, branded with your checkout's logo, colours and font. The public cancel and withdrawal pages are there too. None of them is on your checkout domain, and none of them loads your pixels or any other script apart from Whop's card fields, so no tracking tag can read a buyer's portal.

The addresses for your store are under Buyer links in Subscriptions → Settings: the portal, the cancel page and the withdrawal page, each with a copy button.

How buyers get in

There is no password. Buyers get in with a link:

• Every subscription e-mail has a Manage subscription button. The link works for 30 days and opens every subscription of that e-mail address in your store, after one click on Open.
• On the thank-you page, Manage subscription opens only that order's subscriptions, once, within an hour and only in the browser that paid. It cannot change the address or the card: for that the buyer uses the e-mailed link, because only the mailbox proves the address.
• A buyer without a link enters their e-mail address on the portal page and gets a new one by e-mail.

A portal session lasts 12 hours. Sign out on all devices makes every earlier link stop working, and so does Resend manage link in your dashboard.

What buyers can change

• Skip the next payment, pause for 1, 2 or 3 months or until they resume, and resume.
• Change the date of the next payment, the frequency, the item or variant and the quantity.
• Change the delivery address (physical subscriptions).
• Update the payment method. Nothing is charged; a payment that failed is retried with the new card.
• Pay a payment their bank asked them to confirm.
• See every payment with its Shopify order.

When a change raises the amount, the buyer sees the new amount first and ticks a box to agree to it. Pausing waits until the minimum number of payments is made. While a payment is being charged, changes wait a few minutes; a cancellation never waits.

Cancelling

Cancel subscription is always on the main screen of a subscription, with one confirmation step: the end date and the payments still due. No discount, pause suggestion or survey is shown in between.

• A subscription in a trial ends at the end of the trial, without a charge.
• With a minimum outstanding, the subscription keeps running until the last required payment and then stops. The minimum is a date fixed at signup; skips and pauses never move it later.
• Otherwise it ends before the next payment.
• Until the end date, the buyer can press Keep my subscription.

The public cancel page

German law (§ 312k BGB) requires a cancel button that works without logging in. The public cancel page is exactly that: name, e-mail address, the subscription reference or order number (optional), ordinary or extraordinary, the end date, and the button Cancel now. Nothing else is on the page. After submitting, the buyer sees their declaration with the date and time of receipt and can save or print it.

• With a reference or order number that belongs to the e-mail, the cancellation follows the rules above.
• With the e-mail alone, every subscription of that address ends at the end of its term, never at once; a paused one ends in 14 days. Anyone can type an e-mail address, so the buyer can still undo it from the e-mail they get.
• An extraordinary cancellation also appears under Needs attention: you decide about an earlier end or a refund.
• A request that matches nothing appears under Needs attention too.

Withdrawal

Buyers in the EU, the EEA and the UK can withdraw from a new contract within the legal period (for goods, 14 days after the first delivery). The withdrawal page asks for name, e-mail and reference, shows the fixed statement "I hereby withdraw from my contract for this subscription." and asks for a confirmation. The link is only shown while the period runs, in the thank-you page, the first e-mail and the portal.

• With a matching reference, the subscription ends at once and an open payment is cancelled.
• With the e-mail alone, the subscription is put on hold: nothing is charged, and it ends when you press Confirm withdrawal or after 3 days, unless the buyer answers "This was not me" from their e-mailed link.
• You refund what the law requires within 14 days of the request, on Whop. Needs attention reminds you, with the date.

A digital subscription whose buyer asked for access to start at once, and confirmed that they lose the right of withdrawal, has no withdrawal link.

What you see and do

Every change a buyer makes is in the subscription's timeline in your dashboard, with the e-mail that went out. You never see or open the buyer's portal yourself; you act from the subscription's page instead. See The Subscriptions page.

If the portal is not set up

Settings shows "The buyer portal is not set up on this deployment." when LatchPay's subscriptions site is not configured. No subscription e-mail is sent until it is, because every e-mail must link the cancel page. Contact support.