"Click to Cancel" is a new feature that enables your retail patients to cancel their memberships or remove individual members directly through the patient portal. This update aligns with the FTC's revised "Negative Option Rule", effective May 14, 2025, ensuring that the cancellation process is as straightforward as signing up.
Click to Cancel enables patients to:
End their membership: Patients can cancel their entire membership via the new "Manage Members" button in the patient portal
Remove individual members: Patients can remove a specific member from the membership without canceling the entire plan.
Specify their reason for cancellation: Patients are required to enter a reason for cancellation. (This will show within the patient chart as "Termination by patient" with their entered reason stored below it in a secondary field.)
Key Details:
This applies to retail memberships only: Only retail membership owners are able to see the new option in the patient portal to cancel their membership or members.
Membership owners only: Only the membership owner will see the Manage Members, End Membership, Remove Member, and Add Member buttons in the patient portal.
Sponsored memberships: Sponsored members cannot cancel or remove members from their memberships. This is because for sponsored members, the sponsor is the payer on the membership and their enrollment depends on eligibility, so there are more complexities in the enrollment process than being able to just sign up online or cancel online.
Synced members: Synced affiliate patients cannot be removed or cancelled via the patient portal at the affiliate level practice as the membership can only be ended directly at the network level.
Example: Employer-sponsored patient synced to an affiliate - this patient cannot cancel their membership through the portal accessed from the Network practice or the Affiliate practice
Example: Retail patient synced to an affiliate from a network - this patient can cancel their retail membership from the patient portal at the Network practice, but cannot cancel their membership from the patient portal at the Affiliate practice
Timing: Cancellation requests are processed immediately, but the membership will be effective through the end of their current billing period and have an effective date of their next bill date.
Notifications
The following notifications will be sent when membership is cancelled from the patient portal:
Membership cancelled: A notification is sent to the membership owner immediately when the full membership is cancelled. (Retail only)
This will also be sent to the membership owner if a practice user cancels the membership via the provider portal.
This will not be sent if the membership is cancelled via upload.
Member removed: A notification is sent when a member is removed from the membership. Sent individually per removal. (Retail only)
This will also be sent to the membership owner if a practice user cancels the membership via the provider portal.
This will not be sent if the membership is cancelled via upload.
Termination reason visibility:
In the provider portal, cancellations made by patients will show as “Termination by Patient”.
The specific reason entered by the patient is also shown below this label.
These patients will also be included in the "New Terminations" email notification sent to practice users, but will not include the free text cancellation reason.
Click to Cancel will be turned on by default, to ensure FTC compliance. If you chose to disable this feature, this is at your own discretion and risk of being out of compliance. The Click to Cancel feature can be toggled off by navigating to Admin > Online Signup > Patient Portal:
Please note that disabling this feature hides cancellation functionality in the patient portal, including the Manage Members, End Membership, Remove Member, and Add Member buttons in the patient portal. You are responsible for FTC compliance if you choose to disable this setting.