Canceling or Pausing Your Subscription

Before You Cancel

Before canceling, keep a few things in mind:

• You and your clients will lose access to Practice Better at the end of your current billing period. Your clients will no longer have access to the Client Portal as of that date.
   
• We recommend exporting your client data before your access ends, in case you need to reference these records in the future.

📍 Note: You must cancel your subscription in a web browser such as Google Chrome, Apple Safari, or Mozilla Firefox. You cannot cancel from the Practice Better mobile app.

How to Cancel Your Subscription

⚠️ Important: To request a bulk export of your clients' data and documents, email our support team at help@practicebetter.io.

1. Click your profile image in the top corner and select My Subscription.
    
2. Click the More Options menu (3 dots) next to your current plan and select Cancel my subscription. Depending on your reason and plan, you may see an option to pause your subscription or switch to a lower plan. These are optional. You can continue with the cancellation instead.
   
    
3. On the Cancel Subscription page, you'll see the date your access will end, based on your current billing period.
   
    
4. Select a reason for cancellation from the dropdown menu.
    
5. Optionally, check Remove my client data from Practice Better if you'd like your client data removed from our servers.
   
    
6. Click Confirm and cancel.
   

💡 Tip: Not ready to fully cancel? You may be able to downgrade to a plan that better fits your current needs. Learn more about Updating Your Practice Better Subscription Plan →

What Happens After You Cancel

Once your cancellation is confirmed:

• Your account remains fully active until the end of your current billing period. The exact date is shown on the cancellation page.
• Your clients will lose access to the Client Portal on that same date. We recommend letting them know in advance.
• If you use any usage-based features (such as AI Charting) up to or during your billing period, these charges will be settled on the date your subscription ends.
• If you selected to remove your data from Practice Better, the deletion process begins 30 days after your request.

📍 Please note: We retain database backups for security and disaster recovery purposes. After the final deletion step, your data may remain in backups for a limited time: daily backup snapshots are purged within 30 days, and monthly backup snapshots are purged within 12 months.

Pausing Your Subscription

If you're taking a break, you can pause your subscription instead of canceling. Pause is available on monthly paid plans only (not annual, Sprout, or free trial).

During the cancellation steps, select "I'm taking a break from practicing but will be back" or "I'm not seeing enough clients" as your reason, choose a pause length (1, 2, or 3 months, or until you resume), then click Pause my subscription and Confirm and pause. You'll be signed out and sent a confirmation email.

Before You Pause

Set up your client messaging before you pause. When your account is paused, nobody on your team can sign in to reply to messages.

1. Set up an out-of-office auto-reply on your messaging inbox. Learn more about Setting an Out-of-Office Notification →
   • Team plan members: Ask each team member to set up their own auto-reply.
      
2. Or turn off client messaging entirely if you don’t want clients to write to you during the pause. Learn more about Controlling a Client’s Access to Secure Messaging →

📍 Note: Auto-replies are set for each person, not for the whole account. Every team member needs their own.

While Your Subscription is Paused

• You're billed a flat $10/month instead of your plan price. Plan features aren't available.
• Your account access pauses right away. The $10/month rate starts with your next bill, and the rest of your current billing period isn't refunded.
• Your client data is kept.
• Booking pages are deactivated.
• If you chose a set length, you'll get an email before it ends. Your plan then resumes automatically at your normal rate on your next billing date.

To resume early, sign in as the account owner or click Resume now in your pause email, then click Resume subscription.

What Your Clients Experience While You’re Paused

Pausing changes what your clients can do in your practice. Some things stay available, and some stop until you resume.

What Stays Available:

• Your clients keep access to the Client Portal. They can view their records, plans, and programs.
• If you’ve enabled Journals, clients can still add new entries and edit existing ones. You (and your team) can view the new entries after you resume your subscription.
• Client payment plan installments continue to be attempted.

What Stops Until You Resume:

• Your booking page is deactivated, so clients cannot book new sessions.
• You and your team cannot use your account (the account owner can sign in only to resume).
• Automations, notifications, calendar sync, and API access are frozen.

Messaging While You’re Paused:

Clients can still write to you, but nobody on your team can read or reply until you resume.

• You’re removed from your clients’ messaging contacts, so they cannot start a new conversation with you.
• Team members stay listed in your clients’ contacts, but cannot reply. Pausing blocks sign-in for every user on your account.
• Existing chat threads stay visible, and clients can still send new messages in them.
• If you set up an out-of-office auto-reply before pausing, clients see it when they send a message. It’s the only signal they get that you won’t reply right away.

Canceling a Free Trial

If you're canceling during a free trial, your cancellation takes effect immediately. You and your clients will lose access to Practice Better right away.

📍 Note: If you selected "I need more time" as your reason for canceling, you'll be offered the option to extend your free trial by 14 days before your cancellation is confirmed.

Reactivating Your Canceled Subscription

Changed your mind? You can reactivate your canceled subscription with the same plan you had selected before your billing period ends.

After cancellation is confirmed, log back in to Practice Better and select a plan from the plan selection screen to reactivate your account.

Learn more about Updating Your Practice Better Subscription Plan →

Alternatively, you can opt into a different plan when reactivating by selecting the More Options menu (3 dots) > View plans from your My Subscription page, or by clicking Review Plans from the Subscription Cancelled pop-up.