Summary
If a customer does not upload their eligibility documents within the required time frame, their membership may be suspended. Once suspended, the customer will be unable to:
Book activities
Access facilities
If you would like the ability to resolve suspended memberships, please submit a Zendesk ticket so our Support Team can enable this feature for your account.
Once enabled, you will be able to lift the suspension directly.
Step-by-Step Guide
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Open the Memberships tab
Go to the Memberships tab on their profile.
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Find the suspended membership
Locate the membership marked as Suspended and click Manage Membership.
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Resolve the suspension
Click Resolve Eligibility Suspension.
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Update document details
Enter the new expiry date for the eligibility document the customer has provided.
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Handle outstanding debt (if any)
Select how you would like to process any existing debt linked to the membership.
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Verify eligibility
Confirm that you have checked and approved the customer’s proof of eligibility.
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Reactivate membership
Reactivate the membership so the customer can resume booking and accessing facilities.
✅ The membership is now active again, and the customer can continue using your services.