Kajabi tutorial: how customers cancel memberships and update billing

Kajabi allows customers to manage their own membership billing, including updating payment methods and canceling subscriptions, without contacting support.

This tutorial explains exactly what customers can do and where they do it.

What customers can manage inside Kajabi

Customers can:

• Update their payment method

• View past invoices and receipts

• Cancel an active membership

• See renewal dates and billing status

These actions happen inside the customer’s Kajabi account.

How customers update their billing information

Customers update billing details from their account dashboard.

Step 1: Log in to their Kajabi account

The customer logs in using the email and password they used at checkout.

Step 2: Go to account settings

From the dashboard, the customer selects Settings or Billing, depending on the account layout.

Step 3: Update payment method

The customer can:

• Add a new credit card

• Replace an existing card

• Set a new default payment method

Changes apply to future payments only.

How customers cancel a Kajabi membership

Membership cancellations are also handled by the customer.

Step 1: Open the membership or subscription

From the dashboard, the customer selects the active membership or subscription.

Step 2: Select cancel membership

The customer clicks Cancel or Manage Subscription, depending on the offer setup.

Step 3: Confirm cancellation

After confirmation:

• The subscription stops renewing

• Access ends based on your cancellation settings

• No future charges are processed

Kajabi does not require admin approval for customer-initiated cancellations.

What happens after a membership is canceled

After cancellation:

• Access continues until the end of the billing period, unless otherwise configured

• The customer can still log in to view past purchases

• Billing history remains available

Exact behavior depends on how the offer was set up.

Important settings that affect cancellations

Creators control cancellation behavior through offer settings.

These settings determine:

• Whether access ends immediately or at period end

• Whether failed payments trigger reminders

• Whether retries occur before cancellation

Customer actions follow the rules set in the offer.

Common questions about Kajabi membership billing

Can customers cancel without contacting support?
Yes. Customers can cancel directly from their account.

Can customers update billing before a failed payment?
Yes. Payment methods can be updated at any time.

Are refunds issued automatically when someone cancels?
No. Refunds must be handled manually if offered.

Can creators prevent customers from canceling?
No. Kajabi requires customer access to subscription management.