Why can't I change the customer's membership at FOH?

Lynda Larbi

Updated 30 June 2025 10:15

Summary

This guide outlines the essential settings to check when you are unable to change a customer’s membership.
⚠️ Note: You can only change memberships within the same type:

Recurring → Recurring
Fixed → Fixed
You cannot change between different types (e.g. Recurring to Fixed or vice versa).

Step-by-Step Guide

1. Is ‘Allow Membership Purchase’ enabled on the New Membership Type?

This setting should be one of the following:

Available offline
Available online and offline

How to check:

From the Home Page, go to the Memberships Module.
Click on Membership Types.
Search for the new membership and click Edit (right-hand side).
Go to the Advanced tab.
Check the Allow Membership Purchase setting. Update if necessary.

2. Is ‘Allow Membership Change’ enabled on the Customer’s Current Membership Type?

Also check if:

Change to Higher Yield is enabled (for upgrades).
Change to Lower Yield is enabled (for downgrades).

These should be set to:
Available offline or
Available online and offline

How to check:

From the Home Page, go to the Memberships Module.
Click on Membership Types.
Search for the current membership and click Edit.
Open the Advanced tab.
Confirm:
- Allow Membership Change is checked.
- Change to Higher/Lower Yield is appropriately enabled.

3. Does the New Membership Type’s Pricing Option have an Age Restriction?

If yes, ensure the customer’s age qualifies.

How to check:

Go to the Memberships Module → Membership Types.
Search for the new membership and click Edit.
Open the Payment Options tab to find the Pricing Option Name.
Go to the Pricing Option Module → Pricing Options.
Search for the Pricing Option and click Manage.
Click the Availability tab.
Check if an Age Restriction is set. Confirm eligibility based on the customer's age.

4. If changing a Fixed Membership, are both durations the same?

For Fixed-type memberships, durations must match exactly.

How to check:

Go to the Memberships Module → Membership Types.
Search for the new membership and click Edit.
Open the Payment Options tab.
Under How long should the membership last?, verify the duration matches the current membership.

5. Is Pricing set at the correct level for the new membership’s Pricing Option?

Ensure the Pricing Option has a price defined at one of these levels:

Global
Setting Group
Facility

How to check:

Go to the Memberships Module → Membership Types.
Search for the new membership and click Edit.
Go to the Payment Options tab and note the Pricing Option Name.
Navigate to the Pricing Option Module → Pricing Options.
Search for the Pricing Option and click Manage.
Go to the Pricing tab.
Check for pricing at the Global level. If not set, check Setting Group and then Facility level.