Update Subscription
From the client page look for Packages and Subscriptions and click the three dots to the right of that package:
From here you can update the new recurring price of an individuals package or adjust the amount of credits left in the pay period if it is a recurring class pack
Cancel Options
Also from the three dots to the right of the subscription you can end a membership immediately, at the end of the billing cycle, or on a custom date in the future. Canceling a membership stops future recurring billing but does not refund credits already used in the current paid cycle. When adding a new membership after cancellation, you can set its start date to begin immediately or after the current cycle ends. Active memberships cannot be deleted from the system entirely. To cancel or remove an active membership, go to the client’s account, click the three dots (…) next to the membership, and choose "Cancel" to end the membership or "Edit Purchase" if it’s a class pack. For bundles, expand the bundle and cancel each item individually. Optionally, set remaining credits to 0 after cancellation if you don’t want the member to retain access. Some memberships may be configured with minimum billing cycle commitments (e.g., 12 cycles), restricting immediate cancellation. In those cases, admins can schedule the end at the current cycle's close. If a membership has already been set to cancel (immediately or scheduled), the "Cancel" option will no longer appear in the menu. Instead, admins may only see options like adjusting credit expiration. Once a cancellation is processed, it cannot be reversed. The "undo cancellation" option is only available before the cancellation has fully processed. If a subscription is already scheduled to cancel, the "Cancel now" button won't appear; instead, admins can move the cancellation date earlier or later (or remove it, if supported).
Pausing a Subscription
Be sure to look carefully when you make these adjustments but you now have the option to pause a membership. You can do this until it's manually unpaused by the business owner or you can choose an end date "until a custom date" and the membership will renew automatically after that date.
Also important to note when you pause the membership you can choose to just pause collection of payment and allow the client to access materials, classes, videos OR you can pause payment collection and access, blocking customers from using the membership while they are not paying.
Change Billing Date
From the three dots to the right of the package you can simply change the next renewal date. This will be the renewing date going forward or until changed again. If a cancellation is already scheduled, the scheduled cancellation must first be removed before the billing date can be changed. Additionally, for subscriptions that have run out and cannot have their billing date changed, ensure the client's card on file is set as the default payment method. This is particularly important for migrated subscriptions. If a new membership is purchased before the current one expires, adjust the billing date of the new membership to ensure it starts after the current membership ends. This avoids overlapping access periods and ensures clients receive the full value of their memberships.
Adding Credit
Adding account credit is super easy, again from the client page simply tap "Adjust Balance"
Simply select Credit (add credit) or Debit (removes credit), select the amount you are crediting or debiting, and leave a brief note to keep track for your records later.
Please Note*** account credit will only be applied to recurring payments drop in purchases and class packs cannot be paid for with credit. We suggest promo codes or adding free class credits to accounts in these instances To maximize the value of your membership, use any remaining credits before the chosen cancellation date, as unused credits may not carry over after cancellation.
Frequently Asked Questions
Do I need to wait for the membership’s due date to make changes? No, you can set or modify the cancellation and activation dates to ensure a seamless transition.
Can I keep the same price when changing plans? Yes, the system allows you to maintain the same pricing when transitioning members to a new plan.
Can I switch one package to another by charging the price difference? No; cancel and refund the original package, then sell or assign the new package.
Can I transfer a membership between accounts? No, memberships cannot be directly transferred. However, you can use workarounds such as Family Sharing, Manual Credit Adjustment, Refund and Re-Purchase Workflow, or Manual Package Recreation. See the detailed section below for more informati
What happens if a new membership is purchased before the current one expires? The new membership becomes active immediately unless adjustments are made. To avoid overlapping access periods, ensure the billing date of the new membership aligns with the end of the current membership.
How can I enable advance booking for clients? Enable advance booking by modifying the pricing option’s billing settings to allow clients to reserve classes beyond their current billing date.
Can clients repurchase the same membership before it expires? Yes, by enabling the recurring membership repurchase option, clients can repurchase the same membership plan before the current one ends.
Why can’t a client purchase another month of the same membership before the current one ends? If a membership is set to renew monthly, the system will auto-charge at renewal and block another purchase of the same membership for the same period. Clients also cannot book into a new billing cycle without holding a package that covers that future period.
Do members need to take extra steps to align payments with access periods? No. Once the membership is configured with the intended billing and activation alignment, payments are automatically applied to the relevant access period. No additional setup is required.on.- Why can't I cancel a membership immediately? Some memberships have minimum billing cycle commitments (e.g., 12 cycles), restricting immediate cancellation.
Why can't I see the option to cancel a membership? If already canceled or scheduled to cancel, the option disappears and is irreversible.
Can I delete an active membership? No; only cancel or edit via the three-dot menu.
Can I undo a cancellation? Only before it fully processes.
Why can't I change a member's plan to a hidden membership? Hidden plans don't appear in Change Subscription; must add manually and cancel the old one.
Why is cancel-and-restart recommended for annual terms? Ensures new terms/settings apply; Change Subscription is better for mid-term upgrades.
Workarounds for Transferring Class Packs or Memberships
1. Family Sharing
Family Sharing allows the original purchaser to share their class pack or membership with approved family accounts. This method keeps the package associated with the original account while enabling shared usage.
Setup: Enable Family Sharing in the admin settings and link the recipient’s account to the original purchaser’s account.
Usage: The original purchaser can book classes on behalf of the recipient using their credits.
2. Manual Credit Adjustment
If Family Sharing is not an option, you can manually adjust credits to reflect the transfer:
Zero Out Credits: Reduce the remaining credits on the original purchaser’s account to zero.
Add Equivalent Credits: Manually add the same number of credits to the recipient’s account.
Document Changes: Add notes to both accounts to track the adjustment.
3. Refund and Re-Purchase Workflow
For a clean accounting trail, you can refund the original purchaser and re-sell the package to the recipient:
Refund the original purchaser.
Remove the package from their account.
Resell the same package to the recipient through the point-of-sale (POS) system.
4. Manual Package Recreation
If a package was mistakenly assigned to the wrong account, you can recreate it for the correct recipient:
Expire or zero out the package on the original account.
Add the equivalent package to the recipient’s account at no charge.
Best Practices
Avoid Duplicate Value: Always ensure that credits or packages are removed from the original account before adding them to the recipient’s account.
Maintain Accounting Integrity: Use notes and documentation to track all adjustments for future reference.
Do Not Merge Accounts: Merging accounts is not a valid method for transferring packages and may result in data loss.
If I change the billing date of a subscription will the client be prorated?
Nope! We do not have a way to prorate subscriptions.
If I adjust the price of a subscription will it stay at that price?
Yes, changing the price of a subscription will affect future renewals. If you are wanting to give a client a one time discount you can simply add a credit to their account and it will automatically apply at the next renewal. Once a membership or package is canceled, its credits can no longer be edited. Ensure any necessary adjustments are made before initiating the cancellation.
What if the package was purchased as a gift?
When the recipient is ready to use the package, sell the same package to them for $0 to add the credits to their account.
Can I use Family Sharing for memberships?
Yes, Family Sharing can be used to share memberships across approved family accounts.