Summary
Certain memberships, such as Student or Concession types, require customers to upload an Eligibility Document as proof they meet the criteria. If a customer fails to provide valid proof within the time frame specified in your Membership Settings, or if the document is rejected, the membership will be moved to Suspended status.
For customers with Fixed Memberships, your Front of House (FOH) staff can reactivate the membership by resolving the eligibility issue.
Video Walkthrough
Step-by-Step Guide
1. Access the Front of House Module
- From the Home Page, navigate to the Front of House Module.
3. Navigate to the Membership Tab
- Open the Customer Record.
- Click on the Membership tab to view their memberships.
4. Manage the Suspended Membership
- Locate the Suspended Membership in the list.
- Click Manage Membership for the specific membership.
5. Resolve Eligibility Suspension
- On the right-hand side, click Resolve Eligibility Suspension.
- Complete the required fields:
- Document Type: Select the type of document provided (e.g., Student ID, Concession Proof).
- Expiry Date: Enter the expiry date of the provided document.
- Tick the checkbox to confirm that you have reviewed and approved the customer's eligibility document.
6. Reactivate the Membership
- Click Reactivate Membership to finalize the process.
Confirmation
- A pop-up message will confirm that the suspension has been resolved.
- The membership status will change to Active.
By following this guide, your FOH staff can efficiently reactivate suspended memberships, ensuring customers regain access without unnecessary delays. If you encounter any issues, consult your support team.