We’ve updated the cancellation and pause experience for Subscriptions and Autoplays in the Jumbo Lottery Platform.
These changes help:
- Reduce churn
- Give supporters more control
- Provide partners with clear, structured insights into why recurring purchases have changed
The new experience is now live on the lottery website and in apps (where self-serve recurring purchase management is enabled).
What’s new
Redesigned pause and cancellation flow
The recurring purchase journey has been simplified and made clearer for supporters.
When a supporter starts to pause or cancel, they will now see:
A reminder of program benefits
Before confirming, supporters are shown the key benefits they will lose, such as guaranteed entries or VIP perks. These benefits can be customised in Admin.
A take a break option (where enabled)
Supporters can choose to pause instead of cancelling:
- Pause for a set period (for example, skip a payment)
- Pause indefinitely (this can be disabled in Admin if preferred)
A required reason selection
Supporters must select a pause or cancellation reason from a dropdown before completing the action. This gives partners structured feedback to support retention planning.
A lower value option
Supporters may be offered the option to reduce the value of their Subscription or Autoplay before cancelling.
Clear confirmation
A confirmation screen appears once the change is complete, so supporters know exactly what has happened.
Clear support pathway
If self-serve pause or cancellation is not available, supporters are directed to contact support.
New controls in Admin
We’ve introduced new configuration options to support this journey.
Customer Cancellation Reason Presets
Operators can now create and edit the list of pause and cancellation reasons shown to supporters.
Operator Cancellation Reason Presets (Recurring & Scheduled Purchases)
The existing admin-only setting has been renamed to clearly separate operator-applied reasons from supporter-selected reasons.
Supporter-selected reasons are:
- Stored in the Customer Events record in the Data field
- Included in the Recurring Purchase Update event when a recurring purchase is paused or cancelled
This gives partners better visibility and supports more targeted lifecycle campaigns.
Pause options now available in apps
Supporters using apps can now manage their recurring purchases with the same flexibility available on the lottery website.
They can:
- Pause indefinitely (where enabled)
- Pause for a fixed period
- Clearly see when a temporary pause will end
This ensures a consistent experience across channels.
Edit recurring purchase value
Supporters can now adjust the value of their Subscription or Autoplay within the pause and cancellation flow (where enabled).
This allows supporters to:
- Lower their recurring amount without contacting support
- Stay engaged at a level that suits them
This setting is controlled in Admin.