Summary
In this guide, we will show you all the settings you need to check to understand why a customer is unable to change the customer's membership to the one they want.
Firstly, are they following the right steps?
Please check our 'Change Membership Online Article'.
N.B: Please note that they can only change memberships within the same type. i.e recurring to recurring and Fixed to Fixed. They cannot change across types.
Step by Step guide
- Is 'Allow membership purchase' enabled on the New Membership Type they want change their membership to? It should be set to either of the following:
- Available Online
- Available Online and Offline
How to check this?
1. From the home page, go to the Membership Module
2. Go to Membership Types
3. Search for the new membership they wish to change to and click in Edit on the right hand side.
4. Click on the Advanced tab
5. Check the Allows Membership Purchase setting. Change if applicable.
- Is 'Allow Membership Change' enabled on the customer's Current Membership Type?
- Is Change to higher yield enabled on their Current Membership Type (check if upgrading a membership)
- Change to lower yield (check if downgrading a membership)
How to check this?
1. From the home page, go to the Membership Module
2. Go to Membership Types
3. Search for their Current Membership they wish to change and click in Edit on the right hand side.
4. Click on the Advanced tab
5. Check whether 'Allow Membership change' is ticked. If not, you will not be able to change the customer's membership.
6. Check if Change to higher/Lower yield is enabled. This would need to be set to either:
- Available Online
- Available Online and Offline
- Does the New Membership Type's pricing option have an age restriction?
How to check this?
1. From the home page, go to the Membership Module
2. Go to Membership Types
3. Search for the new membership they wish to change to and click in Edit on the right hand side.
4. Click on the Payment Options tab and check the name of the Pricing Option
5. Go to the Pricing Option Module
6. Click on Pricing Options again
7. Search for the Pricing Option name and click on Manage on the right hand side.
8. Go to the Availability tab and check whether there is an Age/Gender Restriction in place.
If there is, check the customer's age to see whether they would qualify for this membership or not.
- If changing a fixed membership, are they both the same duration?
1. From the home page, go to the Membership Module
2. Go to Membership Types
3. Search for the new membership they wish to change to and click in Edit on the right hand side.
4. Click on the Payment Options tab and under 'How long should the membership last?', check that the duration is exactly the same for both Current and New Memberships.