How to change a membership online?

Summary

This guide explains how customers can change their membership online, whether upgrading to a higher-tier membership or downgrading to a lower-tier one. It also outlines the rules and conditions that apply to membership changes.

Walkthrough Video

Prerequisite

To enable membership changes for customers, ensure the 'Allow Membership Change' option is activated in the Advanced Tab of the membership settings. For more details, refer to our Create a New Membership Type guide.

Step-by-Step Guide

1. Log into Customer Account

   • The customer begins by logging into their online account.
     
     
     
     

2. Navigate to My Account

   • Go to the My Account section.
     
     
     
     

3. Access Memberships

   • Open the Memberships section in the account dashboard.
     
     
     
     

4. Manage Membership

   • Locate the membership you wish to change and click 'Manage Membership'.
     
     
     
     

5. Choose Change Membership

   • Click the 'Change Membership' button.
     
     

6. Select New Membership Type

   • Browse the available membership options and select the desired type.
     
     
     
     

7. Save and Continue

   • After selecting the new membership, click 'Save and Continue' to proceed.
     
     
     
     
8. Enter Additional details if applicable and click on 'Save and Continue'.
   
   
   
   

9. Review and Select dates.

   • Review the details and select the start date. Click on 'Save and Continue to checkout'.
     
     
     
     
     

10. Agree to Terms and Conditions

    • Review and accept the Terms & Conditions if applicable, then click 'Pay' to finalize the change.
      
      
      

Upgrading a Membership

• Pro-Rata Costs:

  • When upgrading, any price difference will be calculated on a pro-rata basis and charged upfront.
  • The cost will vary based on the future start date of the new membership.

• Next Monthly Payment:

  • The customer’s next monthly payment will reflect the new membership price, typically starting the following month.
    
    

Downgrading a Membership

• Membership Credit for Fee Reductions:

  • If downgrading to a lower-priced membership, the difference in fees will be added as membership credit to the customer’s account. This credit can be used for future payments.

• Advance Notice Settings:

  • Downgrades may require advance notice, determined by a global setting for the minimum number of days required before a downgrade. This is typically used to serve as a "notice period."
    
    
    
    

Membership Change Rules

1. Enabling Membership Changes:

   • Memberships can be configured to allow or disallow changes.
   • Specify whether changes can occur online, offline, or both.

2. Upgrade/Downgrade Options:

   • Configure memberships to allow upgrades or downgrades. These can be enabled for online, offline, or both channels.

3. Month In Hand (MIH) Fees:

   • If switching from a membership with an MIH fee to one without, the MIH fee is carried over as membership credit.
   • If switching to a membership with an MIH fee, the customer will need to pay the fee as part of the change process.

4. Eligibility Requirements:

   • If the new membership requires eligibility documents (e.g., proof of student or employer status), customers must upload the required documents as part of the change process.

5. Membership State:

   • Membership changes can only be made if the membership is in an Active state.
   • Changes are not permitted if the membership is in a Pending, Suspended, Cancelled, or Frozen state.

By following this guide, customers can easily upgrade or downgrade their memberships online, ensuring they have the most suitable membership plan for their needs.