When an enrollment is canceled in Enrollsy, Auto-Pay does not automatically stop. If the Enrollee has Auto-Pay enabled and an open invoice remains on the account, Enrollsy will continue to attempt to charge the payment method on file.
To prevent this, you must complete two actions when canceling an enrollment:
Close or credit the open invoice so there is no outstanding balance to charge.
Turn off Auto-Pay on the account so no future charges are attempted.
Both steps are required. Completing only one may still result in a charge or an error.
Step 1 — Deactivate (or Deactivate and Delete) the Enrollment
As an Admin, you do not cancel enrollments — only the customer can cancel their own enrollment. Instead, Admins deactivate the enrollment, or deactivate and delete it, depending on whether you need to keep a record of it.
Choose the action that fits the situation:
Deactivate only — Use this when the payment should still go through (e.g., the Enrollee owes a remaining balance). Deactivating removes the Enrollee from the Program or Class but keeps the enrollment record and any outstanding charges intact.
Deactivate and delete — Use this when the enrollment record itself should be removed entirely. This is typically used when the enrollment was a mistake or the charge should not go through at all.
NOTE: If you deactivate and delete the enrollment, the associated charge may also be removed. In that case, you may be able to skip Steps 2 and 3 below — verify the account balance after deletion to confirm no open invoice remains.
To deactivate or deactivate and delete an enrollment, go to the Enrollee's account, locate the Enrollment Card, and select the appropriate option. For step-by-step instructions, see How to Deactivate or Delete Enrollments.
Important: Deactivating the enrollment alone does not stop Auto-Pay. You must also complete Steps 2–4 below to prevent future charges.
Step 2 — Void or Refund Any Associated Payment
If a payment was already collected for the canceled enrollment, void or refund it from the Enrollee's Billing page (if applicable)
To void a payment (if it has not yet settled), go to the Enrollee's Billing page, locate the payment under Paid Invoices, and select Void.
To refund a payment (if it has already settled), locate the payment and select Refund. Be sure to use the "Refund payment and close invoice with a credit," if you need the invoice closed (zero balance).
NOTE: If no payment was collected for the canceled enrollment, skip this step and proceed to Step 3.
Step 3 — Close the Open Invoice
After voiding or refunding the payment, an open invoice may remain on the account. If Enrollsy's Auto-Pay system detects this open invoice, it will attempt to charge it.
To close the open invoice, apply a credit equal to the outstanding balance:
On the Enrollee's Billing page, locate the open invoice under Current Invoices.
Click Manage on the invoice.
Apply a credit to bring the invoice balance to $0.00.
Step 4 — Delete Future Invoices
If the Enrollee has a Payment Plan with upcoming scheduled charges, those future invoices will still generate and trigger Auto-Pay after deactivation. Remove them to prevent this.
For step-by-step instructions, see How to Stop/Delete Future Invoices.
Step 5 — Turn Off Auto-Pay
Even after the invoice is closed, turn off Auto-Pay on the account to prevent any future charges if new invoices are created.
Go to the Enrollee's Billing page.
In the Auto-Pay Settings panel on the right side of the page, select Off.
Click Save.
Note: Turning off Auto-Pay here only affects this account. It does not affect Auto-Pay settings for other Enrollees.
Verify the Account
After completing all four steps, confirm the following on the Enrollee's Billing page:
The deactivated enrollment's invoice shows a $0.00 balance under Current Invoices.
Auto-Pay is set to Off in the Auto-Pay Settings panel.
No future invoices are scheduled for the deactivated enrollment under Future Invoices.
The Enrollee has no other active enrollments with Auto-Pay still enabled. If the account holder is enrolled in additional Programs or Classes with Auto-Pay on, those will continue to charge as expected — confirm this is intentional and not an oversight.
Still Getting Charged After Cancellation?
If Auto-Pay charges are still occurring after you've completed all the steps above, work through the following:
Check that Auto-Pay is actually set to Off. Go to the Enrollee's Billing page and confirm the Auto-Pay Settings panel shows Off, not eCheck (ACH) or Credit Card. If it still shows a payment method, it was not saved — set it to Off and click Save again.
Check for remaining open invoices. Go to Current Invoices on the Billing page. If any invoice shows a balance above $0.00, Auto-Pay will attempt to collect it. Apply a credit to close it.
Check for remaining future invoices. Go to Future Invoices on the Billing page. If scheduled payment events still appear, the Payment Plan was not fully removed. See How to Stop/Delete Future Invoices to clear them.
Check for other active enrollments. If the account holder has other active enrollments with Auto-Pay on, those will continue to charge as expected. Confirm the charge is not coming from a different enrollment on the same account.
If the issue persists, contact Enrollsy support with the Enrollee's name, the date of the unexpected charge, and a screenshot of the current Auto-Pay Settings and invoice list.