Managing Memberships

Overview

Once clients start signing up to your membership plans, you'll find every membership under Customer purchases > Membership subscriptions. This is where you check a member's usage and payments, cancel a membership, or schedule a price change for one person. The plans themselves are managed under Promotions > Memberships.

Viewing your members

The Membership subscriptions list shows every membership with the customer, plan, status, price, start date and next billing date. Search by customer name or email, or filter by plan and status.

Click any membership to open the member page, which shows:

• Current period - the dates the member has paid for, and what the membership includes.
• Usage history - every class booking the membership has covered, and how much of the price it paid.
• Payment history - each charge, including any refunds.
• Card on file - the brand, last four digits and expiry of the card renewals are charged to, or a "No card on file" warning. You can see it but not change it - only the member can (see the saved card).
• Discount code used at sign-up, if any.
• A Cancel membership button and a form to schedule a price change for this member only.

You'll also find a Memberships tab on each customer's profile, and each plan under Promotions > Memberships shows its number of active members.

Renewals and billing

Memberships renew themselves. When a membership's next billing date arrives, HeyBookMe charges the card the member saved at sign-up and rolls the membership on to the next billing period. Credit balances and "per billing cycle" class allowances reset at that point; per-day, week, fortnight or month allowances keep their own schedule, counted from the day the member joined, and aren't affected by the renewal.

• Reminder - members receive a "renews soon" email 2 days before each renewal, with a link to update their card if they'd rather pay with a different one.
• Expiring card - on the 10th of each month, members whose saved card expires that month get a "your card expires this month" email linking straight to the card update form. It's sent once per card and not repeated once they've updated.
• Receipt - after each successful renewal the member receives a receipt email.
• Billing day - a membership renews on the same day of the week or month it started. Monthly memberships that started on the 29th, 30th or 31st are charged on the last day of shorter months and go back to their usual day afterwards.
• Where the money goes - charges are taken through your connected Stripe account, exactly like bookings. There are no HeyBookMe fees on membership payments.

Failed payments

A membership that ended through a failed payment can't be reinstated from the dashboard - the client needs to sign up again from your booking page. Any bookings they'd already made with the membership are unaffected.

The best protection is to update the card before the renewal date. A card that asks for extra authentication (3-D Secure) at renewal counts as a failure, but updating the card in advance does that authentication step there and then.

The saved card

Every renewal is charged to one card saved against the client for your organisation. It's the card they entered when they took out their first membership with you, and it's shared by every membership they hold with you. Members change it themselves from your booking page - nobody at your studio has to touch it.

1. Open My memberships. A Payment card panel at the top shows the card on file - brand, last four digits and expiry - or "No card on file".
2. Click "Update card". A Stripe card form opens inside the booking page - no redirect to Stripe Checkout. If the bank wants extra authentication, that happens in the same form.
3. Save. The new card is used for every renewal from then on, and for any further memberships they take out. The old card is removed. Nothing is charged at the time.

The renewal reminder, confirmation and card-expiring emails all link straight to this form, and you can add the same link to any membership email you customise using the [membershipUpdateCardUrl] tag.

Cancelling a membership

A membership can be cancelled by the member, from My memberships on your booking page, or by you, from the member's page in the dashboard. Either way:

• The membership stops renewing but stays active until the end of the current paid-for period, and continues to cover bookings until then.
• The member's status stays "Active" with a "Cancels on" date shown alongside it.
• The member receives a cancellation email, and you receive a "Cancelled membership" email.

Memberships can also end because you've closed a plan and chosen to stop renewals, or because your HeyBookMe plan no longer includes memberships - see memberships and managing your subscription. In every case the member keeps what they've paid for until the end of the current period.

Refunds

Refund a membership payment from your Stripe dashboard, just as you would any other payment. The refund is recorded against the transaction in HeyBookMe and reflected in the customer's lifetime value. Refunding a payment doesn't cancel the membership - if you want it to stop renewing, cancel it separately.

Changing a member's price

To change the price for a single member, open their page and use the price change form. You'll need to give at least 30 days' notice; the new price applies at the member's first renewal on or after the effective date. The member is emailed and can see the pending price under My memberships. To change the price for everyone on a plan, edit the plan instead - see memberships.

Membership emails

HeyBookMe sends members a confirmation on sign-up, a reminder before each renewal, a receipt after it, a heads-up the month their card expires, and notices for failed payments, cancellations, price changes and plan closures. You receive an email for each new and cancelled membership. All of these can be customised under Settings > Emails - see managing emails.

Membership reports

A Membership reports card appears under Reports once you have the feature. It gives you:

• Active memberships - your active member count over time and monthly recurring revenue (MRR), with weekly and fortnightly plans normalised to a monthly figure. Members who've given notice are counted as active but broken out as "scheduled to cancel" so you can see revenue at risk.
• Membership usage - how many class bookings were covered by memberships over time.
• Membership cancellations - churn over time, broken down by plan and by whether the member, you, or a failed payment ended it.

Membership payments are also included in your existing revenue reports. The "Revenue for" filter lets you pick all memberships or a single plan.

Common questions