Introduction:
This guide explains what to do if a member’s plan was set to cancel at a future date but they’ve changed their mind and wish to continue their membership. You’ll learn how to reattach the plan so there’s no gap in coverage.
Process Description:
Currently, there is no way to undo a scheduled cancellation. To continue a member’s plan, you must reattach the plan and set the new start date to begin immediately after the current one ends. This approach keeps the member’s billing and access continuous.
Materials needed:
- The details of the original plan (plan type, rate, billing schedule, etc.)
- The end date of the current membership
Step-by-step instructions:
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Review the member’s current plan
- Select the member and go to Memberships & Payments.
- Review the Memberships section to note the name of the cancelled plan and confirm the scheduled cancellation date.
- Click the three dots to the right of the plan and select the option to View.
- Review Plan Details to see if there are any discounts applied to the membership.
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Reattach the plan:
- Click the plus sign icon in the Memberships section to add a membership.
- Add the same plan back to the member’s account.
- Set the new plan’s start date to the day after the current membership ends. This prevents any overlap or gap between memberships.
- Confirm that the plan details (rate, billing period, etc) match the previous plan unless the member requested changes.
Next steps:
- Review the member’s billing schedule to ensure payments will continue correctly. To do this, click the three dots next to the plan and select View to see the upcoming charges.
- Confirm the member can check in or book sessions once the new plan is active.
Additional information:
How do we use the Membership Table on the Memberships & Payments screen?