Membership FAQs

Will future billing dates be adjusted based on the length of the suspension?

No. Billing dates remain unchanged. Once the membership resumes, the first charge will occur on the resumption date, and future charges will continue on the regular billing dates. Learn more here.

Do memberships automatically extend by the suspension period?

• If enabled: The membership term is extended by the length of the suspension. For example, a 5-day suspension will push the expiration date 5 days later.
• If disabled: The membership will still end on its original expiration date, regardless of the suspension. Learn more here.

Will clients be charged a freeze fee each month if their membership is frozen for multiple months?

• Monthly memberships: If a freeze fee is configured, it will be charged each month on the regular billing date.
• Upfront memberships: No freeze fees apply during the freeze period. Learn more here.
  

Yes. Both the membership discount and the promotion can apply to the ticket. How they are applied depends on the promotion type:

• Auto-Apply Promotion: The promotion is applied first, reducing the product price. The membership discount then applies to the remaining balance if the promotion doesn’t cover the full price.
• Manual Promotion: The membership discount is applied first. You can then manually apply the promotion to the remaining balance so both discounts are applied. Learn more here.
  

No. Only failed auto-drafts count toward the retry limit.

Example: If the retry limit is 3

• 2 auto-drafts fail → retry count is at 2
• 1 manual payment fails → retry count resets

The system will then attempt 3 more auto-drafts. Learn more here

Yes, custom expirations can be set either in the membership template or directly on the client profile for clients with indefinite memberships. While custom credit expirations are visible on global membership templates at the child account level, they cannot be edited there. However, expiration settings can still be updated directly from the client’s profile if needed.

Note: If membership credits are set to roll over, the option to add an expiration for credits will be disabled both on the Membership Credits tab and the client profile. Learn more here Learn more here.

Credits are deducted in the order the package or membership was added to the client’s account:

• Membership added first → credits come from the membership.
• Package added first → credits come from the package. 

Why can’t I edit the number of days left in a membership?

To adjust the membership price for a specific client:

1. Go to Clients tab
2. Select the client
3. Scroll to the Membership section
4. Click Edit Membership
5. Click the price link, enter the new amount, and save.
   

The cancellation fee pop-up only appears if two conditions are met:

• A cancellation fee has been configured for the membership
• The client has a card on file

To configure a cancellation fee:

At the template level:

• Go to Business Setup > Memberships > Select membership > Add cancellation fee > Save.

At the client profile level:

• Go to Clients > Select client > Membership section > Edit Membership > Add cancellation fee > Save. Learn more here.
  

\Why are membership parameters greyed out in setup?

• You don’t have the required access permissions.
• The membership is global, in which case it can only be edited at the parent level. Learn more here.
  

To sell memberships, your business subscription must include the membership feature. For franchise businesses, please contact your account manager or email support@mytime.com.

Setting a custom charge date updates only the next charge. After that charge is processed, the membership returns to its regular billing cycle. Example: If the regular billing date is the 25th and you set a custom date of March 20th, the client is charged on March 20th, then the next charge occurs on April 25th. Learn more here.

If no value is set for “How Many Times In A Month Should We Retry A Failed Payment For Membership?”, the system retries daily until the payment succeeds.

• For monthly memberships: retries occur X times per day (based on the setting).
• For annual memberships: retries occur X times per day, after which the membership is canceled if payment is still unsuccessful.

• If credit rollover is enabled, any rolled-over credits are added once past-due charges are successfully processed.
• If credit rollover is disabled, only the current month’s credits are added when the membership is reactivated. Learn more here.

The custom charge date becomes the next charge date, and the retry process stops.

• If the membership is canceled, the next charge date is removed.
• If a membership is pending cancellation and a custom charge date is set after the cancellation date, the next charge date will be cleared once the membership is canceled. Learn more here.

Membership billing follows the original schedule regardless of late payments:

• Payments made late in the same or next billing cycle are applied to missed charges, but the next scheduled charge still occurs on the original date.
• For memberships scheduled on the 31st, payments in shorter months will occur on the last day of the month. Learn more here.

1. Go to the Clients tab and open the client’s profile.
2. Click Edit, add a card, and save.
3. Scroll to the Memberships section and expand the membership with Payment Failed status
4. Click Reactivate
5. Once the charge succeeds, the membership becomes active
   

1. Navigate to Dashboard > Reports > Membership Payments.
2. Click Retry next to the failed payment for the desired client.
3. A success message confirms the payment.
4. The successful charge is added to the report, and the membership becomes active
   

• If the change is made before the billing date, the new membership takes effect on the next charge date, while the current membership remains active until then.
• If the change is made on the billing date, the new membership takes effect immediately, and the new charge is applied that day. Learn more here.

Credits for the same items are consolidated into one bucket, reflected in the membership credit audit trail.

• Memberships without rollover credits: All old credits expire, and new credits are created under the updated membership.
• Memberships with rollover credits: Existing credits remain active for their original validity, and new credits are added. If the original credit bucket is unavailable due to the change, a refund is issued. Learn more here.

• If a change is already pending, the upgrade/downgrade option will not appear.
• Family or pet memberships cannot be changed between individual and all-member plans. An error will display if attempted.
• Upgrades/downgrades only process if the next scheduled payment is successful. Changes cannot be made while the membership is frozen. Learn more here.