Canceling a client’s membership

Staff members can cancel a client’s membership or set it to cancel on a specific date. Alternatively, you can place the membership on hold for future use or set it to convert to a different type of purchase option upon expiration.

When canceling a membership, keep the following information in mind:

• Clients may still be able to use the remaining visits on a membership after it’s been canceled. For more information, see Membership Cancellation Behavior under Membership advanced settings.
• Upcoming visits that have already been booked and paid for with an active membership will remain in the client’s upcoming schedule with a status of Paid after the membership has been canceled.
• Clients won’t be charged for any remaining auto-payments after their memberships are canceled.
• You can’t cancel a membership if it is currently on hold. To cancel the membership, wait until the hold period ends or remove the hold. For more information, see Modifying or deleting a hold on a membership. 

In this article:

To cancel a client’s membership:

1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
2. In the list of clients displayed, click the client’s name.
3. On the side menu, click Account.
4. On the Account menu, click Passes & Memberships.
5. In the list, find the membership you want to cancel. You may have to browse the list, use the Search option, or filter the list to find the membership.
6. Under the Action column of the membership, click the Action button and select Cancel membership.
7. On the Cancel page:
   • Under REASON FOR CANCELLATION, enter a reason for the membership cancellation.
   • Under CLIENT NOTIFICATIONS, select whether to notify the client of the cancellation. You can customize the notification that will be sent. For more information, see Customizing automated notifications.
     • To notify the client by email, select Send email to the clients. To customize the email that will be sent, click Customize Email.
     • To notify the client by SMS message, select Send sms to the clients. To customize the SMS message that will be sent, click Customize SMS.
     • To notify the client by push notification, select Send push to affected clients. To customize the push notification that will be sent, click Customize Push.

7. Click CONFIRM.

To cancel a client’s membership on a specific date:

1. On the Top Nav Bar, click the Search button , and enter the client’s information in the box. You can enter the client’s name, phone number, email address, UID, or client ID.
2. In the list of clients displayed, click the client’s name.
3. On the side menu, click Account.
4. On the Account menu, click Passes & Memberships.
5. In the list, find the membership you want to cancel. You may have to browse the list, use the Search option, or filter the list to find the membership.
6. Under the Action column of the membership, click the Action button and select Edit purchase option.
7. In the Advanced Settings, under Termination, select Terminate and set the date when you want the membership to be canceled.
8. Click SAVE FOR [CLIENT NAME].