How to Cancel a SaaS Sub-Account in Sparkforge

This guide covers every cancellation path for a SaaS-enabled sub-account: how an agency admin cancels it directly, and how to let clients cancel their own subscription from inside their account.

Before you start

• You must be signed in as an Agency-level (admin) user. Sub-accounts can only be canceled by Agency admins.
• If you don't see Cancel SaaS under Settings → SaaS, go to the Agency Dashboard → Sub-accounts, click the three-dot menu on the client's tile, and choose Cancel Subscription.
• If the option is still missing, confirm the sub-account has an active SaaS plan. Inactive or trial accounts won't show a cancel option.

If you've checked all of the above and still can't cancel, contact Sparkforge Support.

Cancel a SaaS sub-account yourself

Step 1: Reconcile the SaaS wallet balance

If the client has any non-complimentary credits in their wallet, refund those in Stripe first. To check, open the sub-account → Settings → Company Billing → See Details (Transaction History).

Step 2: Disable SaaS from Agency view

Go to Agency view → Accounts tab → View Details for the sub-account, then disable SaaS. Cancel the Stripe subscription if you no longer want to bill the client.

Export transaction history first. Once SaaS mode is disabled, all transaction and wallet history is removed.

Step 3: Close Twilio and Mailgun sub-accounts

If Twilio or Mailgun rebilling stays on after you disable SaaS, the connected sub-accounts remain in Agency Settings → Twilio / Mailgun. Delete those connections and close the sub-accounts if the client is leaving your agency.

Step 4: Remove the user or delete the sub-account

• To keep the client's data: go to Agency Settings → Team and remove the client's user.
• To wipe the data: go to Accounts → View Details, and delete the sub-account.

Let clients cancel their own subscription

Client self-cancel is off by default. Most agencies prefer cancellation requests to land in support so they can save the account. If you'd rather give clients the button:

1. Open the SaaS configurator.
2. Check Allow clients (sub-accounts) to cancel their subscriptions.
3. Click Save Changes.

This applies to every SaaS account created from this configurator going forward.

Per-client override

You can also flip this on for a single client. Go to the Agency sidebar → Sub-Accounts, find the client, and click their name (or Manage Client). Check the same box to enable cancellation for that one account.

What the client sees

Once enabled, the client gets a Modify Subscription button under their subscription details in Settings → Company Billing. Clicking Cancel opens a confirmation popup; once confirmed, the account is canceled and locked until reactivated.

Clients can reactivate at any time from the locked screen, and they can update their payment method during reactivation. They can also reach you through the agency email shown in their company settings if they get locked out by mistake.