Summary
This guide walks you through all the necessary settings to check when a customer is unable to change their membership.
Important:
Customers can only switch between memberships of the same type:
-
Recurring → Recurring
-
Fixed → Fixed
They cannot change across types (e.g. Recurring → Fixed or vice versa).
First Check: Are They Following the Correct Process?
Make sure the customer is following the correct steps to change their membership.
See our article: How to Change Membership Online
Step-by-Step Checklist
1. Is 'Allow Membership Purchase' Enabled for the New Membership Type?
This setting must be set to either:
-
Available Online, or
-
Available Online and Offline
How to check:
-
From the Home Page, go to Membership Module
-
Select Membership Types
-
Search for the new membership type the customer wants and click Edit.
-
Go to the Advanced tab.
-
Check the Allow Membership Purchase setting and update if needed.
2. Is 'Allow Membership Change' Enabled for the Current Membership Type?
Additionally, verify whether the change is considered:
-
An upgrade (enable Change to higher yield)
-
A downgrade (enable Change to lower yield)
Each must be set to:
-
Available Online, or
-
Available Online and Offline
How to check:
-
From the Home Page, go to Membership Module.
-
Select Membership Types
-
Search for the customer's current membership type and click Edit.
-
Go to the Advanced tab.
-
Ensure Allow Membership Change is ticked.
-
Verify that:
-
Change to Higher Yield is enabled (for upgrades)
-
Change to Lower Yield is enabled (for downgrades)
-
3. Does the New Membership's Pricing Option Have an Age Restriction?
If the pricing option has age or gender restrictions, confirm that the customer qualifies.
How to check:
-
From the Home Page, go to Membership Module.
-
Select 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.
-
Select Pricing Options, then search for and click Manage on the relevant pricing option.
-
Go to the Availability tab and review any Age/Gender Restrictions.
If restrictions are present, check the customer's profile to ensure eligibility.
4. If Changing a Fixed Membership: Are Both Memberships the Same Duration?
Fixed membership types must have identical durations to be eligible for change.
How to check:
-
From the Home Page, go to Membership Module.
-
Select Membership Types.
-
Search for the new membership and click Edit.
-
Go to the Payment Options tab.
-
Under How long should the membership last?, confirm that both the current and new memberships have exactly the same duration.