When Offer Access Ends: Cancellations, Refunds, and Paid-in-Full Plans

A user counts as having an offer while their subscription is active, their payment plan is active or paid in full, their one-time purchase stands, or their free pass is in date. Losing the offer stops them matching its Active Offer requirement, but another matching visibility rule can still let them in. Tags stay on their account, and hub access is separate: revoking a pass can remove hub access if it was their only way in.

What counts as currently having an offer

OBIE checks this each time, rather than remembering a one-time event. A user has an offer when any of these is true:

• Subscription: the subscription is active or in a trial.
• Canceled at period end: the subscription keeps counting until the end of the billing period it was canceled in, then stops.
• Payment plan: it counts while the plan is active, and once every payment is made it's paid in full and keeps counting with no end date, unless a payment is disputed or fully refunded.
• One-time purchase: it counts as long as the payment succeeded and hasn't been fully refunded or disputed.
• Free pass: it counts from its start until its expiry date, or with no end if you left the expiry empty. See Give someone free access to a paid offer.

What makes it stop

A subscription that's canceled outright, or that falls behind on payment, stops counting. Fully refunding a purchase stops it counting. Fully refunding a subscription or payment-plan charge also ends access through that subscription or plan, even if the plan was paid in full. Partial refunds don't end offer access.

A purchase or subscription with an open payment dispute stops counting. If a dispute is resolved in your favor, it can qualify again, subject to its other status and dates. A dispute that's lost is treated like a full refund. An expired or revoked free pass stops counting.

Having more than one source is fine. If someone has a valid free pass and also bought the offer, fully refunding the purchase doesn't remove the pass, so they still have the offer.

What changes for the user

Journeys and content that require an Active Offer, including journeys assigned through Included journeys, close when the user no longer has a qualifying offer. They can stay open if another listed offer qualifies or another branch of an OR rule still matches.

Don't confuse losing an offer with these two separate checks:

• Hub access. Purchase and subscription records keep counting toward general hub access after a cancellation or full refund. An expired pass also keeps counting, but a revoked pass is deleted and no longer counts. If that pass was the user's only access basis, revoking it can end hub access. Free sign-up access follows the dates on the user's hub registration. Hub-wide tag requirements still apply. See Manage AI hub access.
• Tags. Offer tags stay on the user after a cancellation or refund, so any rule built on those tags keeps matching. See Tags applied on opt-in or purchase.

Check one user's status

Open your hub's Users page, open the menu on the user's row, and select Edit. The Offer access section lists their passes, purchases, and subscriptions with the status of each, for example "Pass expires" with a date.

If something looks wrong with a refund or a charge, check the payment in Stripe first, since that's where refunds and disputes start.