Member Issues & How to Fix Them
Troubleshooting steps for common member management issues
If you issues continue after following the provided steps, please Contact Client Support
Member needs to have an active status
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If they are Expired/Cancelled - member must purchase a new membership
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If they are Overdue/Delinquent - manually process the overdue invoice
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If they are Lead - member must purchase a membership
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If they are in Trash Bin - restore the member (three dots → Restore)
Member has two profiles
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Choose which profile will be kept
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Copy all profile information from duplicate profile and transfer into kept profile
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Soft delete the duplicate profile
Please note, if the duplicate profile is permanently deleted it cannot be restored.
Upcoming payment date is incorrect
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Upcoming payment dates can't be changed after purchase.
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Cancel current membership
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Re-purchase membership
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Set the Recurring Billing Start Date for when you want the next invoice charged
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Make sure the DUE TODAY amount matches what you want to charge TODAY
Recurring membership amount is incorrect
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Go to member's profile
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Under Active Memberships, select the (i) icon → edit amount → then submit
Member has a duplicate waiver:
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Go to member's profile → Waivers
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Select Remove on the duplicate waiver
Membership / waiver is not appearing on the sign-up form
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Settings → Members → Sign-up forms
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Confirm the membership / waiver is selected
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Save Changes