---
title: "Capture reasons for membership cancellations"
slug: "capture-reasons-for-membership-cancellations"
description: "Enhance your membership program by understanding cancellation reasons and utilizing reports to boost member retention and prevent preventable cancellations."
updated: 2026-09-20T22:32:19Z
published: 2026-09-20T22:32:19Z
canonical: "mysupport.roller.software/capture-reasons-for-membership-cancellations"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://mysupport.roller.software/llms.txt
> Use this file to discover all available pages before exploring further.

# Capture reasons for membership cancellations

Improve your membership program and retain more members by discovering why members are leaving. Having access to this data helps your team develop a plan to retain members from preventable cancellations.

> [!NOTE]
> After asking members why they're leaving, discover the reasons in the report: the [**Membership** **Cancellation report**](/v1/docs/membership-cancellations-report).

## Set up cancellation reasons

Switch on and configure a list of reasons for cancellations. The drop down list shows when a member cancels online, or when a staff member actions a cancellation through in Venue Manager. Here's how:

1. In Venue Manager, go to **Settings** and **Memberships**.
2. Select the check box **Ask members for a cancellation reason**.
3. Select **Add reason** and select from one of the predefined reasons from the drop down. The table below shows the 10 reasons to select from (eg EXP - Pricing Concerns).
4. Enter the reason text. This is the text the guest sees when they select their cancelation reason. While the reason code is predefined, the reason text is custom (eg Membership is too expensive).
5. You can also allow members to enter their own reason. To do this, select the checkbox **Allow guests to enter their own custom reason** (up to 250 characters).
6. Select **Save**.

Now, when a membership is cancelled either in an online account or in Venue Manager a list of reasons will appear to prompt the guest or staff member to select the appropriate reason.

![Cancellation process for a daily membership with reason and date specified.](https://cdn.us.document360.io/23700755-951c-4b69-8afe-ec8b33c6c689/Images/Documentation/CleanShot 2026-09-16 at 11.13.52@2x.png)

### Pre-defined cancellation reasons

You have the option to add some or all of the below pre-defined reasons to show to members. While the reason codes are pre-defined, you're able to enter your own reason text which is what a guest sees when they select from the list.

| Reason code | Reason |
| --- | --- |
| EXP | Pricing concerns |
| USE | Not using enough |
| SAT | Unsatisfied |
| INJ | Injury / health |
| FIT | No longer suitable |
| AGE | Grown out of it |
| LOC | Location issue |
| GFT | It was a gift |
| SEA | Seasonal / temporary |
| ALT | Found better option |
| BSY | Too crowded |
| HRS | Logistics |

> [!NOTE]
> To do this task, you require the **Can access membership settings** permission. This permission is enabled for Administrator roles and can be added to custom roles.

## Report on membership cancellations to discover trends

The Membership Cancellations report shows all of the voluntary membership cancellations that have occurred over a set period.

It shows purchase dates, cancellation dates, redemption counts, tenure and cancellation reasons. Here's how:

1. Go to **Reports** and **All reports**.
2. Select the **Membership Cancellations** report.
3. Use the date selector to select which period to view, and select **Apply**.

> [!NOTE]
> To learn more about what this report shows, see the guide [**Membership** **Cancellations report**](/v1/docs/membership-cancellations-report).

## Related

- [Membership Cancellations report](/membership-cancellations-report.md)
- [Cancel memberships from Venue Manager](/cancel-memberships-from-venue-manager.md)
- [Offer members alternatives before they cancel](/offer-members-alternatives-before-they-cancel-beta.md)
- [Encourage guests to self-serve membership upgrades, renewals and cancellations](/encourage-guests-to-self-serve-membership-upgrades-renewals-and-cancellations.md)