Fixed Term Membership Recovery is a feature that allows staff to reactivate memberships that have expired due to payment failures. This tool helps collect outstanding payments and restore subscriptions/memberships back to an active status, ensuring contractual obligations are fulfilled.
When to Use This Feature
Use when a fixed-term member's account has been cancelled due to payment failures
When a member contacts you to update payment details and resume their membership
For members who wish to honour their original contract despite payment issues
How to Access
Navigate to Customers
Look up the Customers profile and visit Passes & Subscriptions
Click on the Expired tab
For the subscription/membership in question, click on the 3 dots in the top right hand corner to access the menu.
Step-by-Step Recovery Process
There are 2 ways you can recover:
If there are no issues with the card currently associated with the subscription/membership - click on Recover, select some or all of the failed payments and click on Recover - this will retry the payment card on file, if all is well the payment will complete
If there is an issue with the card on file, the click on Use new card to either switch to any other saved card, or add a new one, click recover, if all is well the payment will complete
1. Review Outstanding Balances
The system will calculate all missed payments:
Click on recover will open a side-peek window displaying all the details for that subscription/membership along with failed payments.
Review the breakdown showing each missed payment date and amount
Select some or all of the outstanding payments
Confirm the total outstanding balance with the member
Explain how the arrears have accumulated and the obligation to pay
3. Process Payment
Choose the appropriate payment method:
Click on Recover - this will process full payment of all outstanding amounts with existing card
if required, add a new card to the membership or the customers Wallet and process the payment
4. Confirm Reactivation
After successful payment processing:
Verify the membership status has changed from 'Expired/Cancelled' and is shown under the Active tab on the customers profile
Confirm the new expiry date matches the original contract terms
Special Considerations
Waiving Fees
In certain circumstances, you may be authorised to waive some fees:
When recovering a membership with missed payments, you can select some or all of those missed payments at your discretion.
Troubleshooting
Payment Processing Errors
If you encounter payment processing errors:
Verify the payment details are entered correctly
Check for sufficient funds/credit limit
Attempt processing again or try an alternative payment method
Contact technical support if the issue persists
Unable to Recover Membership
A membership might not be recoverable if:
The membership was terminated for reasons other than payment failure
The original contract terms have been modified or cancelled
In these cases, create a new membership agreement for the member
Frequently Asked Questions
Can members recover their own memberships through the customer portal?
Can members recover their own memberships through the customer portal?
Yes, members can recover a failed membership by logging onto their accounts, the actions are the same as those admins undertake - however they will have to recover all missed payments in one go.
Will recovered memberships retain the same terms and benefits?
Will recovered memberships retain the same terms and benefits?
Yes, recovered memberships will maintain the same terms, benefits, and expiry date as per the original contract.
Are there limits to how many times a membership can be recovered?
Are there limits to how many times a membership can be recovered?
While there is no strict system limit, repeated recovery of the same membership should be evaluated carefully by management to prevent abuse of the system.
What happens to check-in access during the expired period?
What happens to check-in access during the expired period?
During the period when the membership was expired, the member would not have had access to facilities. Access is restored immediately upon successful recovery.
Need Additional Help?
If you encounter any issues with the Fixed Term Membership Recovery process or have questions not covered in this guide, please contact our support team at [email protected]