A guide for Company Admins

Cancel or restart a subscription

Learn how to cancel in Paddle, what happens to workspace access, and how to restart after the subscription ends.

Updated October 5, 2026

Before you begin

Canceling in the Paddle customer portal schedules your subscription to end at the end of the current billing period. You can keep using the workspace until then. Check the date shown in Paddle before confirming. You do not need to remove employees or documents to cancel.

When this guide helps

  • You want to stop your next subscription renewal
  • Your subscription has ended and the workspace is on hold

Follow these steps

  1. To cancel, sign in as a Company Admin, open Subscription, and select Manage Payment & Billing.
  2. In Paddle, open the subscription and choose its cancellation option. Review the end date and finish the confirmation steps.
  3. Check that Paddle shows the cancellation is scheduled. Return to AcknowledgePoint and refresh the page to check the subscription status.
  4. After the subscription has ended, a Company Admin can open Subscription and select Restart Subscription to review a plan and complete a new checkout for the same workspace.
  5. After checkout, wait for payment confirmation. If the workspace is still on hold, use Refresh subscription status. Contact Support if it does not update; do not repeat the payment.

Check the result and follow up

When cancellation takes effect, AcknowledgePoint puts the workspace on a billing hold. The cancellation itself does not delete its documents, people, or acknowledgement history. Employees cannot use the workspace while it is on hold, but Company Admins can still reach billing to arrange a restart.

If cancellation is still scheduled for a future date, the subscription has not ended yet. Do not start a second subscription. Contact Support if you need help changing a scheduled cancellation.

Restart from the existing workspace and review the plan, required capacity, and price before paying. Access returns after AcknowledgePoint receives confirmation of an active subscription and payment. A separate hold placed by a Platform Admin needs Support's help.

If you need acknowledgement records before canceling, download them from Ack Details while workspace access is available. Contact Support for help with records while the workspace is on hold.

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