Membership Recovery is a built-in set of tools designed to help you retain members and learn why they leave. When someone tries to cancel, they are guided through a series of prompts before their cancellation is finalised. You can manage all of this under Memberships → Recovery.

The Recovery tab has four tools: Last-chance discount, Schedule a call, What you miss, and Survey. Enable any combination that suits your membership.

Offer a one-time discount to encourage a member to stay. Toggle on Last-chance discount, enter a discount percentage, and click Save.

Once enabled, members who attempt to cancel will see the discount offer before their cancellation is confirmed. They can either accept the offer or choose to continue with the cancellation. The discount applies to the member’s next billing cycle only.
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Note: This is a one-time offer per member. If they cancel again later, the offer will not appear again.

Toggle on Schedule a call to let members book time with you before they cancel. Add a title, description, meeting URL (e.g. Calendly or Zoom), and a CTA label, then click Save.

The "What you miss" modal is enabled by default for all creators. It shows members what they will lose before their cancellation is confirmed.

To edit it, go to Memberships → Recovery and update the title and description fields in the What you miss section.
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A short survey is shown to members when they cancel, so you can understand why they’re leaving.

You can add, remove, or edit cancellation reasons in the Survey section of the Recovery tab. Default options are provided, but you can tailor them to your membership. Click [+] Add new answer to include a custom reason, or click the [×] icon next to any option to remove it.

To see how members responded, click the responses button next to the Survey section. This opens a breakdown of each cancellation reason and the percentage of members who selected it.

Once recovery tools are active, you can identify members who were retained through the recovery flow. Go to Memberships → Members and use the filter option to select Recovered. This shows you a list of members who were about to cancel but stayed after seeing one of the recovery prompts.

Membership Recovery gives you the tools to understand your members better and act before they leave. The more tools you enable, the better your chances of retaining members and improving your membership over time.