Canceling, Downgrades, and Payment Issues

This page covers what happens when a paid plan ends — whether you cancel it, or a renewal payment fails. Most of it is about connector subscriptions; if your organization also holds an account-level Agent Runner plan, its states behave differently and are covered in If an Agent Runner plan ends or its payment fails below.

Canceling a paid plan

In-app subscriptions are ended from the Billing page, and only from there. Your paid connectors are billed together on one subscription, so a control that ends "the subscription" ends all of them. That control is Cancel my subscription, at the bottom of the Your subscription card, behind a dialog that names how many connectors it ends. To stop paying for one connector without touching the others, use Remove on its row instead — see Managing your subscription.

The path depends on how the subscription is billed:

• In-app (Paddle): the primary owner and co-owners use Cancel my subscription on the Billing page. Confirming opens the payment provider's own cancellation page. Individual connector rows carry no cancellation link. On the Connectors page, a paid connector's button now reads Manage on Billing and opens that connector's removal dialog on the Billing page.
• Legacy website (WooCommerce): the primary owner, co-owners, and Administrators open the connector card on Connectors and select Cancel Plan. A confirmation dialog appears before StackJack calls the billing provider. These subscriptions bill one connector each, so the cancel ends exactly what the row names. Administrators cannot use the owner-only Billing page.

What happens next depends on where the subscription is billed:

• In-app (Paddle) subscriptions cancel at the end of the billing period. You keep full access to your paid tier until the period you already paid for runs out. The Billing connector row shows a "Scheduled cancel" note with the end date after StackJack receives the updated state. When the period ends, the connector drops to the Free tier automatically.
• Legacy website (WooCommerce) subscriptions cancel immediately. The website subscription is canceled and the connector's subscription is deactivated right away. Re-saving its credentials later reactivates that existing connector subscription; it does not create a new Free subscription, force its plan to Free, or clear the legacy WooCommerce linkage. The plan shown after reconnecting can therefore remain the previous tier. If you expected Free access, contact support to have the subscription state reviewed before relying on it.

For an in-app (Paddle) plan, StackJack also emails you a cancellation confirmation: it notes the scheduled end date when the cancel is set for the period end, or confirms the plan has ended and the connector has returned to Free once it fully cancels.

Removing one connector from your bundle

If several paid connectors are billed together on one subscription, you can take one of them off without touching the others. Select Remove on that connector's row — either on the Your subscription card at the top of the Billing page, or on the connector's own row further down. Both open the same dialog.

You are offered two choices, and the connector keeps working either way on the Free plan. Neither choice disconnects it or deletes anything you have set up.

• Keep it until the paid term ends. Nothing is charged or refunded today. The connector stays on its paid plan through the period you already paid for, and moves to Free on your renewal date. Its row shows the date this takes effect.
• Remove it now and give back the unused time. The connector comes off this bill today and moves to Free straight away. What comes back for the unused part of the period depends on how that period was paid: a refund to your payment method (which the payment provider can still reject), a credit on your account, or nothing when nothing was paid for it (for example during a trial). The completion message tells you which one happened.

Each choice is shown with its own priced summary before you confirm, including anything refunded today, your next bill, and the multi-connector discount your remaining connectors will be on. Removing a connector can move you down a rung; it does not always, because the top rung applies to five paid connectors or more. See Bundle discount tiers.

Three things to know before you choose the immediate option:

• A card refund is reviewed by the payment provider before it is sent, so it can take a few days to arrive. An invoiced account is credited against what it owes instead. The dialog says which one applies to you.
• The figure is an estimate. The unused part is measured when the quote is taken, and a little more of the period has passed by the time you confirm.
• If StackJack cannot work out what you paid for the current period, the change is refused rather than going ahead, so you are never left with the subscription closed and nothing given back. The end-of-period choice still works and costs nothing extra.

Taking the last paid connector off ends the whole subscription rather than removing one line, and the dialog says so before you confirm. The two timings behave differently there, and the immediate one is sometimes refused. That case, the rest of the subscription actions, and what each refusal means are in Managing your subscription.

A scheduled removal can be called off. A connector waiting for the end of the term shows Leaves and the date, with a Keep it button beside it. Choosing it keeps the connector on its current plan and on the same bill, with nothing charged and nothing refunded, because nothing is sent to your payment provider. See Remove a connector.

If your subscription is on the Tech Tribe offer, the actions on the card are shown but disabled until the offer period ends, because the offer cannot be combined with the multi-connector discount. The card says when it ends.

What a downgrade actually changes

When a connector drops to a lower tier (through cancellation or a plan change), its billing follows the provider and selected plan. For access and configuration, two things change:

1. Tool availability — tools above the new tier disappear from your AI clients' tool lists the next time they refresh.
2. The monthly call allowance — the new tier's cap applies.

Everything else stays:

• Team members are not removed.
• Connected AI clients and API keys are not revoked.
• Per-user connector credentials are not deleted.
• Your credentials and configuration for the connector are untouched.

If any saved tool selections (on MCP clients or team members) reference tools that are no longer available at the new tier, the portal's tool selector flags them as stale so an admin can remove them in one click — see Plan tiers and tool gating.

When a renewal payment fails

If a renewal charge fails, the connector's subscription enters a past-due state as soon as the payment provider reports the failure to StackJack:

• The Billing connector row shows a Renewal failed badge and, when available, an Update payment link from Paddle. It also shows when the subscription went past due.
• Tool calls for that connector are blocked — your AI receives a clear, specific error telling it (and you) that the subscription renewal failed and the payment method needs updating. Other connectors are unaffected.

To fix it:

1. Open Billing and select the row's Update payment link, if shown, or Manage Paddle Billing.
2. Update your payment method on Paddle's hosted page.
3. When the next payment attempt succeeds, access is restored automatically — no support ticket needed.

StackJack emails you when a renewal payment fails: a dunning notice goes to your account email the moment the payment provider reports the failure, with a button that opens the Paddle portal to update your payment method. The Billing page remains the authoritative place to see the current payment state.

Paused and canceled states

Two other payment states can appear on the Billing page:

• Paused — the subscription is paused with your payment provider; no charges occur and tool calls for the connector are blocked until it resumes. When it resumes, access restores automatically.
• Canceled — the subscription has been canceled; the row shows when your access ends. You keep paid-tier access until the end of the period you paid for. (Agent Runner plans have no row here; see the section below.)

In each of these states the error your AI receives names which one it is — subscription_past_due, subscription_paused, or subscription_canceled — and points at the billing page, rather than returning an empty or generic result.

If an Agent Runner plan ends or its payment fails

An Agent Runner plan is billed at the account level, so its states are separate from any connector subscription:

• Past due or paused. Your organization keeps running automations, and a key you brought yourself keeps being used, but your purchased concurrency slots stop applying until payment recovers — the organization falls back to the platform allowance for concurrent runs. Because that allowance is higher than the slot count on most plans, this can raise your ceiling as easily as lower it.
• Canceled. The purchased slots go away, the per-automation queue wait stops being editable (an existing setting is left as you saved it), and — if your Anthropic key was enrolled on the Agent Runner route rather than an Enterprise connector tier — StackJack stops using that key and pauses automation runs rather than moving them onto credits. Your key is not deleted. See Bring your own Anthropic key.
• Re-subscribing restores everything, including use of a key that was left on file.

Resubscribing

You can upgrade a connector again at any time after cancellation — the normal upgrade flow applies. The old subscription's state does not block you, and the connector's payment health starts clean.

Whether you get a fresh billing cycle depends on the path. Buying when your organization holds no paid subscription opens a checkout and anchors a new cycle. Buying when you already have one adds the connector to that subscription and keeps its renewal date, charging you a prorated amount for the rest of the current period.

Buy from the Portal, not from the website, once you have a subscription. If you start a checkout on the StackJack website while you already hold one, the site recognizes your email address and shows a panel headed "You already have a StackJack subscription" with a link to your Portal billing page, instead of selling you a second one. Buying a first subscription from the website is unchanged.