Purchasing, using, and renewing memberships

Memberships available for purchase will appear alongside other standard items, displaying a Buy button. Customers will go through the following steps to purchase a membership.

1. A customer clicks on the membership item’s name or the associated Buy button.
2. The customer sees item-level information provided about the membership(s) available, and a Buy now button.

3. After clicking the button, they can select the number of available membership options to purchase.

   

4. The customer completes the payment flow and purchases the membership(s).

5. A confirmation page will appear once the purchase is complete, providing key membership information including:

   • Member ID
   • A link to view membership benefits
   • A digital membership card that includes key member details and a unique member QR code
   • A summary of used and remaining membership benefits

   

6. The customer receives a confirmation email including a summary and invoice of the order, the member ID, a summary of used and remaining membership benefits, and a link to a downloadable version of their membership QR ticket.

   

A customer or staff member can apply membership benefits to a booking using the member’s ID.

To apply membership benefit online:

1. The customer or staff member selects an item, date, and time (as applicable) to book online or via the Dashboard.

2. Click the Are you a member? link.

   

3. Enter the unique member ID into the Enter member ID field, and click the Apply button.

4. Once the system recognizes the member’s ID, any member-only customer types will be available for selection. (Note: Member-only customer types not available due to past benefit usage will be displayed, but not selectable.) Membership discounts will be listed in the order price summary.

5. Provide contact information as needed, and proceed with the booking flow.

   To redeem benefits, the customer must use the email linked to their member ID. Unless the associated email address has been updated, it will be the address used to purchase the membership. Learn more about managing members.

6. Once the booking is complete, the confirmation page and email will show the membership benefits used and any remaining as applicable.

A membership can be renewed through two methods:

• The customer books a new membership online.
• A staff member can assist with renewing the membership via the Dashboard.

Explore the sections below to learn about renewing with each method. The start date of the benefit renewal will vary, based on whether the renewal is for a set duration or a specific date range.

• A duration-based membership will automatically begin on the same date of the first availability booked using the new membership.
• A date range-based membership (such as a seasonal membership setup) will renew in the following year on the designated start date.

Renewing online

A customer can renew their membership online by following the steps below.

1. A customer selects their existing membership type for renewal.

   A customer will retain the same membership ID regardless of whether or not they select the same membership type when renewing.

2. Before purchasing, they click the Are you a member? link, and enter their member ID.

3. The customer provides the contact information associated with their membership and proceeds with the booking flow.

   Note: To renew, the customer must use the email linked to their member ID. Unless the associated email address has been updated, it will be the address used to purchase the membership. Learn more about managing members.

4. They complete the booking flow. The system will recognize the booking as a membership renewal, and associate the new membership with the customer’s member ID.

Renewing with staff assistance

To assist a customer with renewing their membership:

1. Navigate to the Settings tab, and select Memberships from the sidebar.
2. Select the Members tab.
3. Use the search bar to locate the member to be renewed, and click the associated pencil icon to edit the member’s setup.

4. Locate the active membership to be renewed, and select the related dropdown menu (three dots icon).

   

5. Select the Renew membership option.

6. Select which membership the member will use moving forward, and complete the renewal flow as directed.

Updated membership information will appear on the member’s profile once the order is completed.

Canceling a membership will prevent the customer from redeeming any more membership benefits. If a customer wants to cancel their membership before the expiration date, please determine any refund needs in collaboration with the customer.

To cancel a membership:

1. Navigate to the Settings tab, and select Memberships from the sidebar.
2. Select the Members tab.
3. Use the search bar to locate the member to be renewed, and click the associated pencil icon to edit the member’s setup.

4. Locate the active membership to be canceled, and select the related dropdown menu (three dots icon).

   

5. Select the Cancel membership option.

6. Determine what refunds, if any, are needed. The refund can be dispersed via original payment method or a gift card (if enabled for the Dashboard).
7. Check the Send cancellation email box if a cancellation confirmation should be sent.
8. Click the Cancel membership button to finalize the cancellation.

A booking made with a membership can be identified via the booking overlay. Member information is displayed at the top of the overlay. Click the member ID to navigate directly to the member profile.

Members on the manifest

Use filters for a Manifest view of which bookings were made by members.

To view member bookings via the Manifest:

1. Navigate to the Manifest tab.
2. Open the Columns dropdown.

3. Under the Basic columns section, check the Member ID in cell and/or Contact membership option(s) as desired.

   • The Member ID in cell option will allow the member’s ID to appear with other contact information, allowing you to quickly identify a member and navigate to the member’s profile.
   • The Contact membership option will show information about the contact’s current membership, including membership type and valid dates.

   

The associated membership information will appear once the column option(s) are enabled.

Will the system remember a member’s payment information for future bookings?

No. Member contact and payment details will not be stored for future bookings, due to potential security concerns.

What happens when a membership is renewed?

Members will still be able to use any benefits remaining for their current membership. The start date of their benefit renewal will vary, based on whether the renewal is for a set duration or a specific date range.

• A duration-based membership will automatically begin on the same date of the first availability booked using the new membership.
• A date range-based membership (such as a seasonal membership setup) will renew in the following year on the designated start date.

Why is a membership active if the valid date range hasn’t started yet?

A membership can be considered active before the start date. This allows customers to use their benefits to book availabilities that occur within the membership’s valid date range.

What happens when a membership is canceled?

Canceling a membership will prevent the customer from redeeming any more membership benefits. The membership status will show as “Canceled”, and the listed end date will be the date of cancellation. If needed, refunds must be manually prorated. Please determine any refund needs in collaboration with the customer.

Can a customer cancel their membership without assistance?

No, customers must coordinate with your business to cancel their membership. Learn more about canceling a membership.

Can I cancel multiple memberships at the same time?

No, each membership must be canceled individually.

What if a customer wants to upgrade their current membership?

When a customer purchases a membership that has better perks, the Dashboard will cancel the existing membership. The old membership may need to be manually prorated, and any future overlapping memberships must be manually canceled. Otherwise, you may see an error.

The upgraded membership will adjust to the new validity time frame.

Can customers upgrade on their own?

Just like cancellations, customers must coordinate with your business to discuss logistics, such as prorating existing membership.

What happens with previously-booked availabilities when a membership is canceled?

Any availabilities booked prior to cancellation will still be honored. You can decide on a case-by-case basis whether to refund or charge based on membership status change.

Just like the memberships themselves, customers cannot cancel their booking online if it was made with a membership. The customer will need to call in to cancel their booking.