Cancelling, resuming and renewing
What this covers
Cancelling, changing your mind, coming back after an account has lapsed, and what to take with you if you are leaving for good.
Everything on this page needs the manage-billing permission, which belongs to the
Owner alone — not even a Manager has it. If Subscription is missing from your
settings menu, you are not an Owner (link The Owner account).
Cancelling
From Property Settings → Subscription. You are asked an optional reason — too expensive, missing features, switching tool, not using it, or other. Answering helps; it changes nothing about your cancellation.
You keep access until the period you paid for ends
Cancelling is never immediate. You are told the exact date, and until then everything works normally — bookings, guests, your public pages, all of it. You are not cut off for paying up front.
After that date the workspace is suspended: your staff see a suspension page instead of the app. Your data is not deleted at that moment.
Changing your mind
Between cancelling and the end date you are in a grace period, and there is a Resume action on the subscription page. One click, and the cancellation is called off — your billing carries on as though nothing happened, with no new charge and nothing to set up again.
If you cancelled in a bad week, resuming is genuinely trivial. Do it before the end date.
Coming back after it has lapsed
Once the period has ended, resuming is no longer the route — there is nothing to resume. Instead use Renew on the subscription page, which sends you to the right place depending on your situation:
| Your situation | Where Renew takes you |
|---|---|
| Subscription fully ended | The plan list, to choose a plan and subscribe again |
| Suspended after a failed payment | The billing portal, to fix your card — the provider then retries automatically (link A failed payment) |
| Never had a subscription | The plan list |
Your previous plan is remembered and highlighted when you come back, so picking up where you left off is one click.
Everything is still there
This is the important reassurance. Subscribing again restores access to the same workspace: your bookings, guests, tables, floor plan, menu, seatings, settings and staff accounts are exactly as you left them. You do not set up again, and you do not import anything.
You are never locked out of paying
A deliberate design point worth knowing, because it is the opposite of what people fear.
While suspended, your staff cannot reach the app — but the billing pages stay reachable: the suspension page itself, the plan list, the payment step, the billing portal, Renew and Resume. You can always sign in and pay.
The knowledge base stays readable too, so you can look up what to do while locked out.
If you are leaving for good
Take your data out before access ends, while you can still reach it.
- Your bookings — export the reservations CSV for as wide a date range as you need. Include future dates; those are bookings you must honour somewhere else (link Exporting report data).
- Your guests — export the guest CSV. Names, emails, phone numbers, visit counts and spend. For most restaurants this is the single most valuable thing in the account.
- Your invoices — download the PDFs your accountant will want (link Invoices).
- Your menu — no export exists, so copy it out by hand or keep a screenshot if you will need it elsewhere.
- Your QR codes — if you will keep using printed table codes somewhere else, they will stop working. Plan for that.
Both CSV exports need the reports feature, so do them before any downgrade as well as before cancelling — losing that feature loses the export.
Tell your guests
Easy to forget in the admin. Bookings already in your diary do not move themselves, and cancelling does not message anybody. If you are closing or moving systems, contact the guests holding future bookings yourself.
And take the booking link off your website and social media, or guests will keep clicking a page that no longer works.
Good to know
Cancelling does not delete anything immediately. Your data remains after suspension; ask support if you need to know how long it is retained (link Reporting a problem).
Unused SMS credits are not refunded, and there is no refund for the remainder of a period you cancel (link How SMS credits work).
Your staff accounts survive. Nobody is deleted, and everyone signs in as before when you come back.
Cancelling is recorded, with your reason if you gave one.