Summary
This guide provides a step-by-step process to help you troubleshoot why a customer is unable to purchase a membership or change to a specific membership.
Step-by-Step Guide
1. Is 'Enable the Online Joining Feature' set to Yes?
If customers are purchasing online, this setting must be enabled.
How to check this:
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Go to the System Configuration Module.
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Navigate to Settings.
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Click Manage Settings.
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Search for 'Enable the Online Joining Feature' and click Edit.
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Select Yes and click Save.
2. Is the Online/Offline Membership Functionality enabled?
Ensure that the membership functionality is activated for the relevant facility.
How to check this:
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From the Home Page, go to the Facilities Module.
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Select the facility where the membership is being purchased and click Edit.
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Scroll down to 'Enable Online/Offline Membership Functionality' and set it to Yes.
3. Is 'Allow Membership Purchase' enabled for the new Membership Type?
Ensure the new membership type has the correct purchase settings. It should be set to either:
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Available offline
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Available online and offline
How to check this:
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From the Home Page, go to the Memberships Module.
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Navigate to Membership Types.
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Search for the new membership and click Edit.
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Click on the Advanced tab.
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Check the Allows Membership Purchase setting and update if necessary.
4. If the new membership is unavailable despite being published, check these settings:
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Is 'Allow Membership Change' enabled on the current membership type? (if you trying to change a membership)
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Is 'Change to Higher Yield' enabled on the current membership type? (For upgrades)
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Is 'Change to Lower Yield' enabled on the current membership type? (For downgrades)
How to check this:
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From the Home Page, go to the Memberships Module.
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Navigate to Membership Types.
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Search for the current membership and click Edit.
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Click on the Advanced tab.
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Verify whether 'Allow Membership Change' is enabled. If not, the membership cannot be changed.
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Ensure that 'Change to Higher/Lower Yield' is set to one of the following:
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Available offline
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Available online and offline
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5. Does the new Membership Type’s pricing option have an age restriction?
If the membership has an age restriction, ensure the customer meets the age requirement.
How to check this:
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From the Home Page, go to the Memberships Module.
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Navigate to Membership Types.
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Search for the new membership and click Edit.
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Click on the Payment Options tab and note the Pricing Option Name.
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Go to the Pricing Option Module.
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Click on Pricing Options again.
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Search for the Pricing Option and click Manage.
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Go to the Availability tab and check for any Age Restriction.
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Verify the customer’s age to determine if they qualify.
6. Are both memberships the same duration?
If changing a fixed-duration membership, the duration must match.
How to check this:
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From the Home Page, go to the Memberships Module.
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Navigate to Membership Types.
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Search for the new membership and click Edit.
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Click on the Payment Options tab.
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Under 'How long should the membership last?', ensure both memberships have the same duration.
7. Does the new membership’s Pricing Option have a set price?
A Pricing Option must have a price set at one of these levels:
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Global Level
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Setting Group Level
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Facility Level
How to check this:
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From the Home Page, go to the Memberships Module.
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Navigate to Membership Types.
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Search for the new membership and click Edit.
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Click on the Payment Options tab and note the Pricing Option Name.
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Go to the Pricing Option Module.
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Click on Pricing Options again.
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Search for the Pricing Option and click Manage.
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Click on the Pricing tab and check for pricing at:
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Global Level
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Setting Group Level
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Centre Level
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Following these steps should resolve most issues related to purchasing or changing memberships. If the problem persists, consult your system administrator for further assistance.