View the reason clients gave for cancelling a membership
Tobias Gundry
Updated
Clients cancelling a recurring membership in the iOS or Android app choose Reason for cancelling before they confirm. You can read their answer in Clovo Studio to understand why they left.
- Go to Clients → Browse and open the client’s profile.
- Open the membership they cancelled or have scheduled to cancel.
- Find Cancellation reason in the membership details. If they chose Other, their written explanation appears beneath it.
If the row is missing, no reason was collected. This can happen with older cancellations or older app versions. Packs and trials do not ask for a reason.
Staff also record a reason when cancelling a recurring membership on a client’s behalf, so the answer may have been entered by your team.
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