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Is a member not appearing in the Member Directory as a Current Member, even though you are sure they signed up to a group subscription? The most likely cause is that they have not been assigned to a slot within the group membership. To rectify this, go to their profile page (by searching their name in the Member Directory). Click their name underneath the “Current Subscriptions”. You can now click “Assign” next to one slot. Select “Existing Registered User” and then search for the user. Untick the Send Email box and then click OK. Repeat for all other members of the group subscription. Once in a slot, the members will appear as a Current Member.
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A Member’s subscription will only appear in their basket once it has been accepted. Members can do this themselves by going to Their name > My Subscriptions and clicking “Accept Offer” beneath their subscription. Administrators can also perform this action on a Member’s behalf. Under Subscriptions > Manage Subscriptions, locate the appropriate subscription under the “Pending Member Action” section. Click Action > Accept Offer. Once the offer has been accepted, the subscription will be in the basket for the member to pay for or will change to “Active” if there is no cost. |
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Sometimes a member needs to put their membership on hold but doesn’t want to leave the club completely. Pausing a subscription allows you to do this more easily. Any subscription that is being paid by Direct Debit can be paused.
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There is a setting in each Membership Category called “Available to those without a Date of Birth”, if checked, a user with no DOB in the system will be able to have a subscription under this category. If a Membership Category has age criteria (and this option is not checked), a user with no DOB can still be offered a subscription manually by an administrator. In this instance, the member will stay in this Membership Category come renewal time, despite not meeting the age criteria.
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Once you have generated your Renewals and emailed them out (possibly automatically), it can be frustrating if Members are being slow on the uptake. emailing them a reminder is often helpful but you don’t want to chase those who have already paid for their Renewal. You can use a Member List to filter down to just the Members who are appearing in the “Pending Member Action” section of “Manage Subscriptions”. The Member List will need to have the criteria of “Subscription exists where Lifecycle Status is any of Offered OR Payment status is any of Awaiting First Payment, Payment Overdue”. You can then use this Member List to send an email reminding the appropriate Members to pay for their renewals. Don’t forget to include a link to “My Subscriptions” in the email so that Members can find their subscription more easily to accept and pay for it.
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On the Manage Subscriptions page (Subscriptions > Manage Subscriptions), the subscriptions are sorted into sections to make it easier to find the Subscription you are looking for. This is what each of the sections is for:
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Each type of membership will need its own Membership Category.
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If you have created a Membership Category and set the “Role when Active” to “Guest”, anyone with this subscription will have access to anything with an Entitlement of “Level: Registered” or “Level: Public”. Entitlements can be checked and edited in Admin > Settings > Entitlements Manager.
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If a member is in the wrong Membership Category, there’s no need to cancel it and make a new one. Navigate to the Subscription from Manage Subscriptions or their Profile. Click Actions > Edit, and change the Membership Category to the correct one. The cost will be updated. Enter a Reason and click “OK”. If there is more to pay, this will be in the member’s basket, if the new Category is less, a refund will have been generated and can be marked off in Admin > Finance > Pending Refunds once it has been paid.
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Moving a Member to a different Membership Category mid-season does happen. As explained above, this is a straightforward process. However, when a Subscription is being paid in instalments with GoCardless, there are some extra steps.
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Sometimes Membership needs to be cancelled part-way through the season for a variety of reasons. It may be for injury, for disciplinary reasons, or simply that someone moved away, all depending on your club and your rules surrounding Membership. Members can request a cancellation, and an Administrator approves it, or an Administrator can do it independently.
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Sometimes when you renew a Subscription, a new Subscription gets created rather than renewing it from the old one. This can be by mistake, on purpose, or as part of a process of tidying up a mistake. Changing the Renewal Chain allows you to mark the new Subscription as a renewal of the previous one. This can be done in both directions, meaning you can set a Subscription to be a renewal or a predecessor of another one. This method can also be useful for renewing linked Subscriptions to another family member, especially for things like boat parking spaces.
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When a member pays for a Subscription in instalments, the payment date is always centred around when the first payment is made. This isn’t always ideal for the member based on their personal finances, so they might want to change their payment date. This can be done by an admin:
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At the end of a season, the members of a Group Subscription may not all want to renew. If enough of them are choosing not to renew, they may no longer qualify for the Group Subscription. Rather than starting from scratch, you can tweak the renewal so that certain individuals within the Group are renewed while the rest, and the Group Subscription itself, expire. To do this you’ll need to:
The new Subscription offer will be sent by email so it can be accepted and paid for.
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When you create a new Membership Category, it is not automatically included in a Registration Wizard, you need to add it to the appropriate Registration Wizard or Wizards. To do this:
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When you link a Linked Subscription to a core Subscription, the end date corresponds to that of the core Subscription. Where you want a Linked Subscription to be renewed annually, the annual Subscriptions renew and the Linked Subscription with it. With perpetual Subscriptions, this doesn’t work because the end date of the Linked Subscription is the same as the core Subscription, perpetual. The easiest way to fix this will be to tweak your perpetual Membership Category to be an annual duration membership so that the Linked Subscriptions can be linked to it and renewed each year. You could turn on auto-accept renewals for this Category to make it easier come renewal time for members of this Category without any Linked Subscriptions to have their Subscription renewed without the need to take any action. Learn more about Membership Categories in this guide: How to Create a New Membership Category |
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