Subscription Pause Request template
The form to link before the cancel button, not after it. A pause request keeps the customer's account, data, and history intact while billing stops, and this template makes the terms explicit: pause length, start date, what stays reserved while they are away, and a statement confirming nothing is charged until it restarts. Customers pausing because money is tight get one extra question offering a smaller plan — nobody else sees it.
10 questions · works on the free plan (500 responses/month) · fully customizable
- 1 built-in logic rule
What’s inside
The questions this template ships with — rename, reorder, or delete any of them in the builder.
When to use this template
- A SaaS whose cancellation page currently offers nothing between paying full price and leaving
- A gym, box, or studio handling members who travel for a season and would otherwise cancel and re-join
- A meal kit or subscription box managing holidays, where an unpaused delivery is a wasted box and a complaint
- An agency retainer that goes quiet in a client's slow quarter and resumes without renegotiating
Tips to get more from it
- Pause is retention before cancellation, so treat this form as a step on the way to the cancellation form rather than a replacement for it. Link to it from your billing page and from the first screen of your cancel flow.
- One skip rule hides the smaller-plan offer unless the reason is money. Offering a discount to someone who is simply traveling is friction, and it trains customers to name price as the reason.
- The what-happens-while-paused statement is where you put your real policy — how long a pause can run, whether the price is locked, what happens to unused credits. Vague pause terms are what generate support tickets later.
- The what-would-make-coming-back-easy answers are the most useful column in the export. Unlike exit feedback, these come from customers who still intend to return.
Questions people ask
Should I offer a pause instead of cancellation?
For customers leaving because of money, timing, or a seasonal lull, a pause often keeps the relationship — they return with their history intact instead of signing up with a competitor. For customers who need a feature you do not have, a pause solves nothing and reads as a delaying tactic, which is why the plan offer in this template is gated to the money reason.
Does this form actually pause the billing?
No — it collects the request with the account email, the length, and the start date. You or your billing system apply the pause, and the response gives you everything needed to do it.
How is this different from the cancellation request template?
The cancellation template processes a departure and asks why. This one is designed to prevent that departure: it leads with pause length and restart date, states what is kept while the account is idle, and offers a plan change to price-sensitive customers.
Is it free to run?
Yes. Every field and rule here works on the free plan, which includes unlimited forms and 500 responses per month.
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