Summary

This article details the account cancellation process for users attached to a paying org and in-network members (BCBSIL)/consumers.

Environment

admin, zendesk, vida app

Process

Please try your best to get to the root cause of the cancellation and try to retain the member. For more information on member retention please click here!

If the final step is to cancel the member...

First, find out if they are a consumer or paying org client. You can find that by searching for them in Admin -> Users and refer to their Paying Organization

Paying Org Users

• Go to Admin > Users
• Search for the user and open their account. 
• Set Subscription Status to 'Canceled'
• Check "Cancel at period end" and Save
• Go back to the ticket and respond with the Macro: Account Cancellation Confirmation Response

In-Network / Consumer Accounts

First, educate the member to follow this in-app process: How to cancel your Vida Subscription in the App

If they're having issues following the in-app process, here are the steps to cancel their account in Stripe.

Confirm the email associated with their Vida account in Admin

• Go to vida.com/admin/accounts/user and search for their account
  
  • Note the email address associated with it, and copy it

Cancel the account in Stripe

• Go to https://dashboard.stripe.com/
• Search for the user's email address
• Click on the user under customer
• Scroll down to subscriptions and click the 3 dots

• Click to cancel the subscription

• Go back to the ticket and respond with the Macro: Account Cancellation Confirmation Response

If you have stripe issues or concerns, please contact Stuart King: stuart.king@vida.com

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Important note: Canceling a member's account due to member unfit for Vida Services

1. If the requester is a coach lead or someone from the QA team requesting to cancel the member's account due to reasons related to the member deemed not a good fit for Vida services, we cancel the account without reaching out to the member.
   If you're unable to verify from the request that the reason is due to the member being unfit to participate in Vida Services, please respond back to the requester and get additional clarification. Once confirmed, then proceed with the cancelation without reaching out to the member.
2. If the request is because they are not eligible for any programs, use the macro "Account Cancellation Confirmation Response - Ineligible for any Program" to notify the member that there account has been cancelled.