Summary
This guide explains the various membership statuses in FLOW and their meanings to help you better understand and manage memberships.
Membership Statuses Overview
Below is a list of the membership statuses currently used in FLOW:
- Pending
- Future (awaiting start date)
- Provisional
- Suspended
- Cancelled
- Active
- Frozen
- Expired
- Lapsed (not applicable to clients on flow.onl)
1. Pending Memberships
Memberships can have a Pending status for several reasons:
A) New membership signup (Direct Debit setup in progress)
- The membership is pending because the AUDDIS file has not yet been processed (for clients using AccessPay) or the Mandate has not yet been activated (for clients using GoCardless).
- In some cases, customers prepay for an annual membership without needing eligibility documents, granting them immediate Active status.
- Most customers sign up for monthly memberships involving Direct Debits, paying a Pro-Rata amount until their selected collection date.
B) AUDDIS file processed but mandate failed/rejected
- If the mandate fails (GoCardless) or is rejected (AccessPay), and no valid payment method is available at the next collection, the membership will move to Cancelled.
C) Eligibility document pending upload
- For memberships requiring eligibility verification (e.g., student memberships), the customer must upload the necessary document.
D) Payment failure with retries available
- If a payment fails due to insufficient funds or cancellation of the Direct Debit, the status will revert to Pending during the retry process.
E) Pending cancellation
- When a customer cancels a membership but still has time remaining.
F) Bank-initiated cancellation (ADDACS)
- If a customer cancels their Direct Debit via their bank but still has time left, the status will remain Pending until the membership ends.
2. Future Memberships
A Future status is applied when a customer purchases a membership with a start date in the future. It will remain in this status until the start date arrives.
3. Provisional Memberships
A membership enters Provisional status in the following scenarios:
- The customer begins the online purchase process but does not complete payment.
- A membership is added to the basket in Front of House (FOH) but remains unpaid.
4. Suspended Memberships
A membership is moved to Suspended status for these reasons:
A) Eligibility document not uploaded by deadline
- Customers must upload required documents (e.g., student verification) within a specified number of days after membership creation.
B) Eligibility document rejected
- If the uploaded document is reviewed and rejected by FOH staff and the customer has not uploaded another one during the set time frame which was approved.
5. Cancelled Memberships
A membership is marked as Cancelled for the following reasons:
A) Customer-initiated cancellation
- The membership is canceled after the last paid day has passed.
B) Failed payments
- Memberships are canceled after the maximum number of failed payment retries configured within the Membership Settings.
- For example, if the Max Payment Attempt Retries setting is set to 2:
- After the first failure: Status changes to Pending.
- After the second failure: Status remains Pending.
- After the third failure: Status changes to Cancelled.
- For example, if the Max Payment Attempt Retries setting is set to 2:
6. Active Memberships
A membership is marked Active when the following conditions are met:
A) Fixed Memberships
- Membership is paid in full for the year.
- Required eligibility documents (if applicable) are uploaded and approved.
B) Recurring Memberships (Monthly)
- The membership becomes Active once the following are completed:
- Required eligibility documents are uploaded and approved (if applicable).
- The AUDDIS file is processed (AccessPay).
- The mandate is activated (GoCardless).
- All ongoing payments are successful.
7. Frozen Memberships
A membership is marked Frozen when the customer places an Active Freeze on their account.
8. Expired Memberships
A membership moves to Expired status when a paid-in-full membership (e.g., annual) reaches the end of its term.
9. Lapsed Memberships
- This status was historically used for fixed memberships imported from a legacy system instead of using Expired.
- Note: Lapsed is no longer used and does not apply to clients using the flow.onl environment.