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
Open the Memberships tab
Go to the Memberships tab on their profile.
Find the suspended membership
Locate the membership marked as Suspended and click Manage Membership.
Resolve the suspension
Click Resolve Eligibility Suspension.
Update document details
Enter the new expiry date for the eligibility document the customer has provided.
Handle outstanding debt (if any)
Select how you would like to process any existing debt linked to the membership.
Verify eligibility
Confirm that you have checked and approved the customer’s proof of eligibility.
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.