Let's Learn:
This article explains how donors and org admins can cancel a recurring donation profile in Panorama.
For Org Admins — Cancelling a Donor's Recurring Profile
Step 1. Log in to Panorama and go to your event or donation form.
Step 2. Click the Donation form/Campaign from the list of your Active Projects
Step 3. Go to the Donations Tab
Step 4. Search for the donor by name or email address.
Step 5. Click the donor name to open the Donation Summary
Step 6. Scroll down to and Select "Cancel Recurring Profile"
Step 7. Select YES to confirm cancellation.
If you encounter any error when trying to cancel a recurring profile, please contact Support along with the information below:
Donor name:
Donor email address:
Donation amount:
For Donors — Cancelling Your Own Recurring Donation
At this time, recurring donations cannot be cancelled directly from your end. We recommend reaching out to the organization that manages the donation page for assistance with making any changes to your recurring gift.
Alternatively, you’re welcome to contact Support, and we’ll be happy to assist you further. To help us look into your request as quickly as possible, please provide the following details:
Donor name:
Donor email address:
Donation amount:
Important: If your next scheduled payment is within 24 hours, the cancellation may not prevent that charge. Contact the organization directly if you need a refund for a recent charge.
Common Questions
Q: A donor cancelled but their card was still charged this month.
A: Cancellations take effect before the next scheduled charge. If the charge ran on the same day as the cancellation, processing may have already started. Issue a refund locating the charge on the list of donations for your donation page and selecting Donation Summary > Refund. If refund is unavailable, contact support.
Q: The donor's profile shows as cancelled in Panorama but they're still receiving recurring charge receipts.
A: If your event uses a third-party payment gateway, the recurring schedule may need to be cancelled directly in that gateway (e.g., Stripe dashboard) in addition to Panorama. Contact support with the donor's email and we can verify the payment processor side.
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