Manage members and renewals

This guide covers the day-to-day work of running memberships. You will add members, check what they can access, make changes such as pausing or cancelling, and sort out renewals that need payment. It is for front-desk staff, managers and anyone who answers member questions.

Before you begin

• Publish at least one plan. See Set up membership plans and offers.
• The person must exist in the CRM, or you can pick them as you enroll.
• Staff grants and imports need a reason, so have one ready (for example, "Founding member offer").

Where to find it

• Members: Memberships → Members
• Renewals: Memberships → Renewals
• Usage: Memberships → Usage

Enroll a member

1. Open Memberships → Members and choose Add member.
2. Choose the CRM person.
3. Optional: choose a Payer group if someone else pays. Leave it empty if the member pays for themselves. See Payers, promotions and settings.
4. Choose the Membership plan. Only published plans are listed.
5. Choose the Enrollment basis:
   • Paid — await verified payment — access starts after payment is confirmed.
   • Trial — start with the plan's trial.
   • Complimentary — free access.
   • Staff grant or Imported entitlement — for special cases or moving members from another system. Add a Grant reason.
6. Optional: enter a Promotion code (optional) for paid or trial enrollments.
7. Choose the Start policy: When activation requirements are complete or Fixed start date.
8. Decide whether to Renew automatically.
9. Choose Review enrollment. Check the price, dates, payer and Required agreements.
10. Choose Create enrollment.

What you should see: Enrollment created, with Continue to member and View invoice in Payments. A paid membership stays Pending until payment and any required agreements are complete.

To add many members at once, use More actions → Import members.

Read a member record

Open a member from the list. At the top you see chips for Membership, Billing and Access, plus the billing date and whether automatic renewal is on.

The record is one page with these sections:

• Needs attention — anything blocking the member, with a button to fix it, such as Review renewal, Review documents or View unpaid renewal.
• What this member can access — each benefit, its state and where the access came from.
• Payer and collection — who pays and how.
• Activation checklist — what must happen before access starts. Choose Check payment and documents to recheck.
• Required documents, Scheduled change, Future periods, Communications, Period history and Audit history.

Check what a member can access

When a member says "I can't get in", start with Needs attention, then What this member can access. Each item shows a clear state, such as Can open, No current access or Waiting for approval, and where access came from, such as Membership benefit or Added by staff. Use the button in Needs attention to go straight to the fix.

Membership statuses

An unpaid renewal does not change the membership status. It shows on the renewal instead.

Change a membership

On the member record, choose the change you need:

• Pause membership — stops use and future renewals. The paid end date stays the same; pausing does not add time or credit.
• Resume membership — restarts a paused membership.
• Cancel at period end — the member keeps access until the period ends.
• Cancel immediately — ends access now. This does not refund payments or cancel bookings.
• Schedule plan change — moves the member to a New plan at the next period.
• Change automatic renewal — turns renewal on or off.
• Undo scheduled change — cancels a planned change.

Each change needs a Reason of at least three characters. Choose Review impact to see what will happen, then Confirm change. Choose Keep unchanged to back out.

To give money back, refund the payment separately in Payments.

Handle renewals

Memberships → Renewals shows who has renewed and who needs help. Use the quick filters Failed, Customer action, Needs review and Awaiting payment.

Recover a failed renewal

1. Open the renewal with Review failure or Review payment.
2. Read Collection: the method (Manual invoice, Send invoice or Saved-card payment), delivery and invoice.
3. If the member needs to pay, open the invoice. They can pay from the same invoice link.
4. After fixing the cause, choose Retry collection.
5. Choose Refresh verified facts to pick up the latest payment result.

Access during collection shows when the previous period's grace ends. Retrying does not extend grace or give units for an unpaid new period. Do not create a second renewal to "try again".

Check and correct usage

Memberships → Usage has two views:

• Balances — for each member and benefit: Remaining, Reserved, Consumed and the period.
• Activity — each time a benefit was used, with its state (reserved, consumed, released or reversed).

If a unit was used by mistake, choose Correct usage, pick Release reserved units or Reverse consumed units, add a Reason for correction and save.

What members can do themselves

Members can open their own account from the signup page (Open your account). Depending on your plan's Customer access settings, they can pause, cancel at period end, change plan or renew, and see their invoices under Billing.

Worked example: a member moves abroad

1. The member asks to stop at the end of the month.
2. You open their record and choose Cancel at period end with the reason "Moving abroad".
3. Review impact shows access continues until the period end date. You choose Confirm change.
4. The Scheduled change section shows the cancellation. If they change their mind, choose Undo scheduled change.

If something goes wrong

• The plan isn't in the list. It is not published or is archived. Choose Refresh available plans after publishing.
• The member is stuck on Pending. Open the Activation checklist and choose Check payment and documents.
• A renewal keeps failing. Ask the member to update their payment method or pay the invoice directly, then choose Retry collection.
• Usage looks wrong after a class was cancelled. Use Correct usage to release the unit.

FAQ

Does pausing give the member extra time?

No. The paid end date stays the same.

Can I export my members?

Yes. Choose More actions → Export memberships. It exports every membership matching your current filters.

Next step

Set up shared payers and promotions.