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How do we cancel our TeamSideline subscription?

  • Updated

There's no Cancel Subscription button in TeamSideline. To cancel, or to stop your subscription from renewing, send TeamSideline Support a cancellation request before your renewal date. Your subscription stays active until the end of the term you've paid for; when it ends, your site is turned off.

Applies to: Admins and billing contacts of organizations with a TeamSideline subscription · All plans · TeamSideline subscription billing

Where: Administration > Subscription > Summary (Renewal Date); the request goes to TeamSideline Support

Before you cancel

If you're thinking about canceling because of a feature limitation, billing concern, pricing question or usability issue, we'd appreciate the chance to help first. As part of the cancellation process, we'll ask you to speak with a member of our Product Team. In many cases they can answer questions, suggest other solutions, or discuss upcoming enhancements that may meet your needs.

How to cancel

  1. Go to Administration > Subscription and note the Renewal Date on the Summary tab.
  2. Before that date, email support@teamsideline.com or submit a request, and say that your organization wants to cancel its subscription or not renew it. Send it as an admin or billing contact on your account, since billing can only be discussed with them.
  3. Tell us in the same request if you take card payments through Payrix, use a custom domain, or need anything you can't export yourself.
  4. When Support follows up, speak with a member of our Product Team. Support then confirms the date your subscription ends.
  5. Before that date, export the records you want to keep from Reports > Report Exports, such as Enrollment Information, Account Information and Account Transactions. After your subscription ends, admins can't sign in to export anything.

Use the billing portal (the Pay Invoice button on Administration > Subscription) only to pay invoices and manage your payment method. Send cancellations to TeamSideline Support.

How renewal works

  • TeamSideline subscriptions are billed yearly and renew automatically on the Renewal Date shown on Administration > Subscription > Summary.
  • The renewal invoice is emailed to your billing contacts, the admins with the Billing role.
  • If you've saved a payment method in the billing portal, the renewal is paid automatically on your renewal date. Otherwise, pay it with Pay Invoice or from the invoice email.
  • While an invoice is unpaid, admins with the Billing role see a notice on Home. If the subscription is canceled for non-payment, your site is turned off just as it is at the end of a canceled term.
  • Once your subscription is set not to renew, the Renewal Date field is blank.

What happens when your subscription ends

  • Your site is turned off. Visitors, families and admins are sent away from every page of your site, Admin Sign In included, so admins can't sign in.
  • Your Editor 2.0 website is unpublished, if you have one, and editor access is removed.
  • An email titled "Your TeamSideline site has been deactivated" goes to the Email Address under Communications > Configurations > Contact Us. If that field is blank, no email is sent.
  • Families can't pay online, and scheduled payment plan installments and membership auto-renewals are no longer charged.
  • Your records aren't deleted when the site is turned off. If your organization comes back, a payment or a reactivated subscription turns the site back on automatically, and the same address gets "Your TeamSideline site has been reactivated".

If it doesn't work

  • Your renewal date is close and you haven't heard back. Email support@teamsideline.com again and include your organization's name and renewal date.
  • A renewal invoice arrived after you asked to cancel. Reply to TeamSideline Support with the invoice number so they can check your cancellation.
  • You can't sign in after your subscription ended. That's expected once the site is turned off. Contact support@teamsideline.com.
  • Nobody received the deactivation email. The Email Address under Communications > Configurations > Contact Us was blank or out of date.

Good to know

  • Card payments stop once your site is turned off. Payment plans scheduled after your end date won't be charged, so collect what families owe before then.
  • Changing plans or modules is a different request. To change your plan instead of canceling, contact TeamSideline Support.

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