How to Change a Customer's Membership at the Front of House (FOH)

Summary

This guide explains how to change a customer's membership using the Front of House or Customers module. You can change a recurring (monthly paid) membership to another recurring membership, or a fixed (paid in full) membership to another fixed membership.

Note: Membership eligibility rules will apply. For instance, if a customer is under 65, a senior membership (which requires the customer to be 65 or older) will not appear as an option in the membership dropdown.

This guide ensures a smooth process for changing customer memberships while adhering to membership rules and timelines.

Step-by-step Guide

1. Navigate to the System Configuration Module

• From the homepage, access the System Configuration module.
  
  

2. Open the Dashboard

• Go to the Dashboard.
  
  
  
  

3. Start a Facility Machine (if necessary)

• Ensure that a facility machine is running. If not, start one.

4. Search for the Customer

• Use the search feature to find the customer whose membership you want to change.

5. Access the Memberships Tab

• Click on the Memberships tab in the customer’s profile.
  
  
  
  

6. Select the Current Membership

• Choose the membership the customer wishes to change.
• Click the Change button.
  
  

7. Choose the New Membership

• From the list, select the new membership the customer wants to switch to.
  
  

8. Set the Start Date

• Select the start date for the new membership.
  
  
  
  
• Click Change to This Membership.

9. Provide Additional Information (if required)

• Depending on your data collection settings, you may be prompted to gather additional details from the customer before proceeding.
  
  

10. Confirm the Membership Change

• Click Confirm Membership Change to finalize the switch.
  
  

11. Handle Pro-Rata Fees (if applicable)

• If there are any pro-rata fees due, the customer will need to pay them during the membership change process.
  
  

12. Verify Membership Status

• A confirmation message will appear in the top-right corner, indicating that the membership was successfully changed.
  
  

13. Membership Status Updates

• For recurring memberships or fixed memberships with a future start date: The old membership will be marked as Pending Cancellation, while the new membership will have a Future status until it becomes active.
  
  
  
  
• For fixed memberships with a start date of today: The old membership will be immediately canceled, and the new one will appear as Active.