# Unsuccessful and Successful States
source: https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/unsuccessful-successful-states/index.md
**Subscription management requests may be unsuccessful for various reasons; ones that are successful may contain details to convey to the customer. Providing the right context to the customer will help them understand the next steps.**
When a customer's management request fails, the response back will contain a rationale for why it was not able to complete it. Providing the user with understanding as to why it was prevented and what to do next in simple terms will best allow them to continue the process on their own. Alternatively, when a successful request occurs but there is impacted due to payments' processing dates, convey to the customer when and how the payment was made and how that relates to their cancellation effective dates.
### How it works {#how-it-works}
#### Unsuccessful states {#unsuccessful-states}
There are several common reasons for an unsuccessful outcome. Some of these outcomes allow for the customer to try again on the issuer app, while others should orient the customer to connect directly with the merchant to complete the request.
#### Unsuccessful states details {#unsuccessful-states-details}
These are the most common circumstances that a customer's request will be unsuccessful. We recommend providing a copy to the customer that helps direct them to the next best steps, with the suggested content to use below.
| Reason | Status | Suggested copy | Try again? |
|---------------------------------|--------------|----------------------------------------------------------------------------------------------------------------|------------|
| User account not verified | Unsuccessful | We were unable to verify your account based on the details provided. Try again or call for assistance. | Yes |
| Technical error | Unsuccessful | We were unable to complete your request. Try again or call for assistance. | Yes |
| User has multiple subscriptions | Unsuccessful | We were unable to verify your account details. Try again. | Yes |
| Billed by third party | Unsuccessful | We were unable to complete your request. Reach out to your billing or service provider or call for assistance. | Yes |
| User on free account | Unsuccessful | There is no paid service associated with the details provided. Call for assistance. | No |
| User on fixed contract | Unsuccessful | We were unable to complete your request due to the terms with the service provider. | No |
| Merchant not responding | Expired | We were unable to reach the merchant. Try again or call for assistance. | Yes |
#### Successful states {#successful-states}
In some cases, there may be successful states that need additional explanation to the customer. The result of the success state leaves space to provide context to the customer regarding details about when and how their payment may be processed.
#### Successful states details {#successful-states-details}
These are the most common alternative successful states for cancellation requests. We recommend providing a copy to the customer that helps understand the details of their payment success, with the suggested content to use below.
| Reason | Status | Suggested | Try again? |
|------------------------------------------|------------|------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|------------|
| Processed | Successful | We have successfully cancelled your service as of \[updatedAt\]. Optional: If there is an \[effectiveAt\] in the response, add "you can continue access your service until \[effectiveAt\]". | N/A |
| Already processed | Successful | We have confirmed your subscription is already cancelled. Optional: "as of \[effectiveAt\]". | N/A |
| Processed with upcoming payments | Successful | We have successfully cancelled your service as of \[updatedAt\]. Note that there are still upcoming payments due which will be processed as scheduled. Optional: If there is an \[effectiveAt\] in the response, add "you can continue access your service until \[effectiveAt\]". | N/A |
| Already processed with upcoming payments | Successful | \[merchant name\] confirmed that your subscription is already cancelled. Optional: "as of \[effectiveAt\]". Note that there are still upcoming payments due which will be processed as scheduled. | N/A |
### Related functionalities {#related-functionalities}
These messages are possible outcomes from requests from [Automated Cancel](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/automated-cancel/index.md). Another solution for an unsuccessful cancel request is [Cancel with Payment Stop](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/cancel-with-payment-stop/index.md). [Guided Cancel](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/cancel/guided-cancel/index.md) is another option for customers to cancel a subscription when a merchant does not opt in to automated cancellation with issuers.
### High fidelity flows and assets {#high-fidelity-flows-and-assets}
#### Unsuccessful states {#unsuccessful-states-1}
For the best viewing experience of the flow, click the **full screen mode** option or **zoom** using the controls located on the right.
#### Successful states {#successful-states-1}
Next: [Edge Cases](https://developer.mastercard.com/consumer-clarity/documentation/experience-design-guide/smart-subscriptions/use-cases/edge-cases/index.md)