Overview
Fixed term memberships now include a specific automated email notification to alert customers about upcoming renewals. This ensures transparency and gives members adequate time to review their membership details before renewal.
How It Works
When a fixed term membership is approaching its renewal date, the system automatically sends an email notification to the member. The timing of this notification is configurable by administrators.
What Members Receive
The renewal notification email includes:
Personalised greeting: Addressed to the member by name
Current membership details: Information about their existing membership type
Renewal date: The exact date when the membership will renew
Renewal amount: The price that will be charged upon renewal
Action options: Clear instructions on how to update preferences or manage their membership
Support contact: Information on how to reach customer support with questions
Configuring Notification Timing
Administrators can configure when renewal notifications are sent:
Navigate to Settings > Transactional Emails (https://app.clava.co.uk/notification-templates) in your admin dashboard
Search for 'Member Subscription Renewal Notification'
Click on the title or on the cog under the Action column and choose 'Edit'
Review the contents of the email, make any changes as required
Scroll to the bottom of the sidepeek where you will see the following 3 options below Status - we have set default number of days for each of the following settings based on the most common timings for renewals to be sent) - amend as required :
Weekly billing cycle - Set the number of days to notify before renewal
Monthly billing cycle - Set the number of days to notify before renewal
Annual billing cycle - Number of days to notify before renewal
Save your changes
Membership Types Supported
Automated renewal notifications are available for:
Student fixed term memberships
Annual fixed term memberships
Any other fixed term membership types you've configured
Member Actions
Upon receiving a renewal notification, members can:
Review their membership details and renewal date
Update their payment information if needed
Change their membership preferences
Contact support with any questions or concerns
Cancel their membership before the renewal date if they choose not to continue
Tracking and Monitoring
Administrators can track renewal notifications through the email logs (https://app.clava.co.uk/email-logs):
View which members have received renewal notifications
Check email delivery status
Access logs for troubleshooting if emails fail to deliver
Benefits
Improved transparency: Members are informed well in advance of renewals
Reduced surprise charges: No unexpected payments on renewal dates
Better member experience: Time to review and make informed decisions
Fewer support tickets: Proactive communication reduces confusion and enquiries
Troubleshooting
Members not receiving notifications:
Verify the member's email address is correct in their profile
Check spam/junk folders
Ensure notification timing is configured correctly
Review email delivery logs for errors (https://app.clava.co.uk/email-logs)
Incorrect renewal information in emails:
Verify membership details are up to date in the system
Check pricing configuration for the membership type
Ensure renewal dates are calculated correctly
Frequently Asked Questions
Can members opt out of renewal notifications?
Can members opt out of renewal notifications?
No, renewal notifications are sent to all members with fixed term memberships to ensure transparency. However, members can update their general email preferences for other types of communications.
What happens if an email fails to deliver?
What happens if an email fails to deliver?
The system includes an automated retry mechanism. Failed deliveries are logged and administrators are notified so they can follow up directly with the member if necessary.
Can I customise the email template?
Can I customise the email template?
Yes, administrators can customise email templates through the admin dashboard whilst maintaining required information elements.
How far in advance should notifications be sent?
How far in advance should notifications be sent?
The default for weekly renewals is 1 day, Monthly 3 days and Annual 7 days before the email is sent, which provides adequate time for members to review and take action. This can be adjusted based on your organisation's preferences.
Additional Support
If you need assistance with configuring or troubleshooting renewal notifications, please contact our support team with details of your query.