Managing or cancelling your subscription

Use Profile > Subscription to manage the association's Our Stairwell subscription. You need permission to manage the subscription to change its payment arrangements.

Check the current position

Review the plan, trial or account status, payment information and any warning at the top of the page. Check that the billing identity and notification email belong to the association's current billing contact.

Subscription payments pay for Our Stairwell. The bank details used by residents to pay property charges are managed separately in Financial > Settings.

Set up a Direct Debit

Open Profile > Subscription and review the billing details.
Start the Direct Debit setup offered in the subscription section.
Follow the hosted GoCardless flow to choose the bank and complete the mandate verification.
Return to Our Stairwell and wait for confirmation.
Review the mandate status and any next payment information shown.

A mandate can be pending while setup is being processed. If the return flow reports an error, reopen the subscription page and check its status before starting again.

A payment or mandate needs attention

Read the warning to identify whether the issue concerns a payment, an inactive mandate or an unavailable payment service. A failed payment and a cancelled mandate are different states.

If the page says the previous mandate is inactive, use the new verified mandate flow offered there. If the payment provider is unavailable or a status cannot be confirmed, keep the error wording and contact support. Do not send bank credentials or full payment details.

Cancel renewal

Open the active Direct Debit section and choose Cancel.
Read Cancel subscription renewal, including the access and payment information shown.
Choose Cancel Renewal to submit the request, or Keep Subscription to return without cancelling.
Check that cancellation has been recorded and note the access end date displayed.

The cancellation screen explains that ordinary access continues to the end of the current paid period, or the trial end if cancelled during the trial. Use the date and terms shown for your subscription when planning the handover or exports.

Cancellation pending means the request is recorded while the Direct Debit cancellation is being completed. If the page says the provider cancellation needs attention, contact support. If receipt of the request could not be confirmed, reload to check the status; do not assume it succeeded.

Restart renewal

Where the page offers reactivation after cancellation, set up a new Direct Debit using the verified flow. Review the resulting status and next payment information. The app takes remaining paid access into account before the next collection.

Before access ends

Review outstanding work with the committee and download the exports your role permits while access is available. Check the files before relying on them for a handover.