You can immediately resolve payment issues for subscriptions/memberships that are in 'pending cancel' status due to payment problems. This guide will walk you through the process of helping members update their payment details and restore their memberships on the spot.
When to Use This Feature
Use this feature when:
A member visits your facility and their membership shows as 'pending cancellation'
A member contacts you about payment issues with their membership
You notice memberships that are about to be cancelled due to payment problems
A member wants to update their payment details to prevent future lapses
Understanding Membership Statuses
Status Definitions
Active: Membership is in good standing
Pending Renewal: Membership needs renewal payment
Pending Cancel: Membership is unpaid and scheduled for cancellation
Cancelled: Membership has been terminated
Special Flag: "Pending cancellation"
Some memberships may show a special flag called "Pending cancellation". This indicates that the membership entered pending cancel status because it lacks a valid payment card, not because the member requested cancellation.
How to Resolve Payment Issues
1. Revert 'Pending Cancel' Status
Step 1: Locate the customers profile
Step 2: Find the subscription/membership in 'pending cancellation' status
Step 3: Click the 3 vertical dots in the top right hand corner of the membership card and choose 'Retry Payment' option
Step 4: The system will attempt to take payment from the card that is attached to the subscription/membership, if successful, the status will immediately move form Pending cancellation to active and be available to use
Note: If 'Retry Payment' is unsuccessful you can select the 'Use new card' option and add a new card on behalf of the customer. If the membership requires a payment card and the member doesn't have any cards in their wallet, you'll need to add a card (see below).
2. Adding a New Payment Card
Step 1: Navigate to the member's wallet section
Step 2: Select "Add New Card"
Step 3: Enter the required card details
Step 4: Save the new card information
Result: The new card becomes the default payment method for all memberships requiring payment
Important: Adding a new valid card will trigger immediate renewal attempts for memberships in 'pending renewal' status, outside of the normal schedule.
3. Managing Specific Cards for Memberships
It is possible to now assign different cards to different memberships - perhaps a customer wishes to use Amex for a specific membership and has another membership they wish to associate with another payment card.
Step 1: Go to the customers profile, select Passes & Subscriptions and find the subscription/membership card in question
Step 2: Select the 3 vertical dots in the top right hand corner of the membership card, and choose the 'Use new card' option
Step 3: Select from any saved cards and attach it to the desired membership
Note: Adding or switching cards through this method does not trigger renewal requests automatically.
Troubleshooting Common Issues
Membership Quickly Reverts to Cancelled Status
If a membership requires a payment card and the member doesn't have any cards in their wallet:
For memberships due for immediate renewal: The system will quickly move from active to pending cancel and then to cancelled
Solution: Add a valid payment card to the member's wallet before attempting to revert the pending cancel status
Membership Shows "Your membership needs a valid payment card" Banner
This occurs when:
The membership isn't due for immediate renewal but requires a payment method
Solution: Add a valid payment card to prevent the membership from lapsing when renewal is due
Best Practices
Act quickly: Resolve payment issues whilst the member is present whenever possible
Check card validity: Ensure the new card details are correct before saving
Explain the process: Help members understand what happened with their membership and how you're resolving it
Verify success: After adding a new card or reverting a pending cancel status, confirm that the membership shows as active
Send confirmation: Provide the member with a receipt or confirmation of the restored membership
FAQs
How long does it take for a membership to update after adding a new card?
How long does it take for a membership to update after adding a new card?
The system processes the change immediately. Memberships in pending renewal status will attempt renewal right away with the new card.
Can a member have different payment methods for different memberships?
Can a member have different payment methods for different memberships?
Yes, you can attach specific cards to specific memberships.
What happens if a payment fails when adding a new card?
What happens if a payment fails when adding a new card?
The system will display an error message. You should then verify the card details with the member and try again or use a different card.
Can I process a manual payment if a member wants to pay in cash?
Can I process a manual payment if a member wants to pay in cash?
The system is designed for card payments. For cash payments, you would need to follow your facility's standard procedure for manual payments.
How can I tell if a membership is in pending cancel status due to payment issues or member request?
How can I tell if a membership is in pending cancel status due to payment issues or member request?
Memberships in pending cancel due to missing payment cards will display a clear message on the subscription/membership.
For issues relating to Fixed Term Subscriptions or Memberships and recovering failed payments see the article Fixed Term Membership Recovery.