Member self-cancellation
How members request to cancel, and how staff approve or decline it
Switching self-cancellation on or off
Members can only request a cancellation if your facility has enabled it. This is the Membership cancellation toggle under Settings > Facility & Location > Mobile Settings (set per location). For the toggle detail and the other mobile-app settings, see “Mobile Settings: controlling your members’ app experience.” If it’s off, members won’t see the option and will need to contact you directly.
How a member requests a cancellation
If self-cancellation is enabled for your facility (a toggle on the Mobile Settings tab), members can request to cancel their membership from the Octiv app. The request does not cancel anything automatically — it is sent to your staff for approval.
Finding cancellation requests
Requests appear in two places. On Members > Manage, use the Cancellation Requested filter to list members who have asked to cancel. The requests themselves sit in the approval queue:
Members > Scheduled Actions
Approving or declining (Scheduled Actions)
Scheduled Actions is the staff approval queue. New requests show with a Pending status. Use the Status filter (Pending / Complete / Cancelled) to switch between outstanding and processed requests, and the Location and Search filters to narrow the list.
Action each pending request to either complete it (process the cancellation) or cancel the request (decline it). Once handled, it moves out of Pending into Complete or Cancelled, giving you a clear record of what’s outstanding versus done.