--- title: Ask members why they cancel description: The Reason for Cancellation module asks members to confirm and give a reason when they cancel or remove a Membership, and lists the answers for you. url: "https://ultimatemembershippro.com/docs/ask-members-why-they-cancel/" updated: "2026-10-18" category: Memberships --- # Ask members why they cancel 3 minBeginnerUltimate Membership Pro 14.2+ · Module In Ultimate Membership Pro, the Reason for Cancellation module shows members a short form when they [cancel or remove a Membership](https://ultimatemembershippro.com/features/subscriptions/), asking why. The answers tell you what makes members leave, and the extra step stops accidental cancellations. This guide switches the module on, sets the predefined reasons and shows where to read the answers. Before you start - Members can cancel or remove Memberships from their Subscriptions table. See [How renewals, cancellations and expiry work](https://ultimatemembershippro.com/docs/how-renewals-cancellations-and-expiry-work/). - Your license is active; modules need it. See [Find and activate your license key](https://ultimatemembershippro.com/docs/where-to-find-your-license-key/). ## Switch on the module and set the reasons 1. Go to Ultimate Membership Pro*›*Modules and open **Reason for Cancellation** (in Payments & Billing). 2. Switch on **Activate/Hold Reason for Cancelling**, edit the reasons and click Save Changes. [![Reason for Cancelling box with the switch on and the Predefined values field: I have no time, The content of your website don't satisfy me](https://ultimatemembershippro.com/wp-content/uploads/2026/10/ump-cancel-reasons-01-module.png)](https://ultimatemembershippro.com/wp-content/uploads/2026/10/ump-cancel-reasons-01-module.png) The module switch and the predefined reasons. Predefined values Short reasons members can pick from, separated by commas. Members can also type their own in the Other box. Default: **I have no time, The content of your website don't satisfy me** ## What members see When a member clicks **Cancel** or **Remove** in the [Member Portal](https://ultimatemembershippro.com/docs/set-up-the-member-portal/), a window asks them to confirm: [![Window titled Are you sure you want to cancel this membership? with a Reason select, an Other text box and Cancel and Submit buttons](https://ultimatemembershippro.com/wp-content/uploads/2026/10/ump-cancel-reasons-03-modal.png)](https://ultimatemembershippro.com/wp-content/uploads/2026/10/ump-cancel-reasons-03-modal.png) The confirmation window with the reasons. **Submit** saves the reason and then cancels or removes the Membership; a reason is required. The window's **Cancel** button closes it and nothing changes. For Remove, the title asks whether to delete the Membership. ## Read the answers The answers are listed under the settings on the module screen: [![Reasons table with Username, Membership, Action, Reason and Date: liam.novak cancel Pro Monthly I have no time; sofia.reyes delete Annual Pass Too expensive for me right now](https://ultimatemembershippro.com/wp-content/uploads/2026/10/ump-cancel-reasons-02-list.png)](https://ultimatemembershippro.com/wp-content/uploads/2026/10/ump-cancel-reasons-02-list.png) Each answer with the member, the Membership and the action. Action cancel or delete (Remove). Reason The predefined reason picked, or the member's own text. You also find a member's answers on their [profile page in the admin](https://ultimatemembershippro.com/docs/how-to-change-member-status/), and a summary under Ultimate Membership Pro*›*Reports. See [Read your membership reports](https://ultimatemembershippro.com/docs/read-your-membership-reports/). ## Example: learn why monthly members leave **Coaching Club**Every cancellation now comes with a reason. **Predefined values** : I have no time, Too expensive for me right now, Found what I needed **Shown on** : Cancel and Remove **Read in** : Module screen, member profile, Reports ## Troubleshooting The window doesn't appear when members cancel Check that the module is on and saved. Without it, Cancel acts at once and Remove asks with a simple browser confirmation. Can members cancel without giving a reason? No. If they click Submit without picking or typing a reason, the window closes and the Membership isn't cancelled. Make sure your predefined reasons cover the common cases. How do I see why members cancel in Ultimate Membership Pro? Turn on the Reason for Cancellation module. Members then give a reason when they cancel or remove a Membership, and the answers are listed on the module screen. ## What's next [**How renewals, cancellations and expiry work**What happens after they cancel.](https://ultimatemembershippro.com/docs/how-renewals-cancellations-and-expiry-work/)[**Read your membership reports**Churn and cancellation reasons.](https://ultimatemembershippro.com/docs/read-your-membership-reports/)[**Customize the Subscriptions and Payments tables**The Cancel and Remove buttons.](https://ultimatemembershippro.com/docs/customize-the-subscriptions-and-payments-tables/)[**Track member activity**A log of member actions.](https://ultimatemembershippro.com/docs/user-reports/)