Offboarding

Category: How-to Guide — Safely offboard your organization from Pelcro when discontinuing platform usage.

Overview

This guide walks you through the recommended steps for offboarding from Pelcro when discontinuing platform usage.

Following this process ensures that your data is safely preserved, billing operations are properly stopped, integrations are cleanly disconnected, and no unintended charges or system activity continue after offboarding.

Offboarding Checklist

Use this table to track your progress through each phase:

Step	Action	Owner
1	Export all required data	You
2	Cancel auto-renewing subscriptions	You
3	Request bulk cancellation assistance (if needed)	Professional Services
4	Confirm billing wind-down	You
5	Platform disconnection	You

Before You Begin

Export all required data and confirm subscription billing is handled before disconnecting your Pelcro account. Reach out to [email protected] early if you anticipate needing help with bulk operations.

How to Offboard from Pelcro

Step 1: Export Your Data

Export all data you need for future reference or migration. We recommend exporting:

Customers
Subscriptions
Invoices
Orders
Addresses
Reports and analytics exports

⚠️
Once the platform is disconnected, access to operational data may no longer be available. Complete all exports before proceeding to the next steps.

Troubleshooting: Data export issues

Export timing out or failing: Try exporting smaller data sets (e.g., by date range or entity type) instead of a full bulk export.
Missing records in export: Verify that your filters include all statuses (active, canceled, expired) to capture the complete data set.
Unable to access export feature: Confirm your account has admin-level permissions. Contact [email protected] if access issues persist.
- Password export: If you need access to the hashed password, please contact the [email protected]. We don't have access to any clear text password and hence won't be able to provide them.

Step 2: Cancel Auto-Renewing Subscriptions

To prevent future billing, cancel all auto-renewing subscriptions and ensure no subscriptions remain scheduled for renewal.

Review your subscription list in the Pelcro dashboard and cancel each active auto-renewal individually, or proceed to Step 3 to request bulk cancellation assistance.

Troubleshooting: Subscription cancellation issues

Subscription still renewing after cancellation: Check that the cancellation was set to take effect immediately rather than at the end of the billing period.
Unable to cancel a subscription: The subscription may be in a processing state. Wait for the current billing cycle to complete, then retry.
Large number of subscriptions to cancel: Use Step 3 below to request bulk cancellation through the Core API.

Step 3: Request Bulk Cancellation Assistance (Optional)

If you have a large number of subscriptions to cancel, Pelcro's Professional Services team can execute bulk operations through the Core API.

Contact [email protected] with:

Your site ID
The scope of subscriptions to cancel (all, or filtered by plan/status)
Your preferred cancellation effective date

Step 4: Confirm Billing Wind-Down

Before proceeding with disconnection:

Verify all outstanding invoices are handled
Confirm no active billing cycles remain
Ensure customers are notified if required by your internal policies

Troubleshooting: Billing wind-down issues

Outstanding invoices not clearing: Verify payment method validity in your payment gateway. Void or write off invoices that are no longer collectible.
Unexpected charges appearing: Check for subscriptions with delayed billing or trial periods ending soon. Cancel these before proceeding.
Customer notification questions: Pelcro does not send offboarding notifications to end customers automatically — handle this through your own communication channels.

Step 5: Platform Disconnection

Once off-boarding is confirmed, you can disconnect the platform from your payment processor typically from their platform. The Pelcro team can also disconnect the connection from our end, however, we recommend

Disconnect Pelcro from your payment processor
Disable payment processor event processing
Deauthorize payment gateway integrations
Disconnect any other integrations
Disable any active webhooks and APIs

Support

For help with any part of the offboarding process — including exports, bulk operations, or billing cleanup — contact:

📧 [email protected]

The Pelcro team typically responds within 1 business day and can assist with the full offboarding process end to end.