Membership subscriptions and renewals

This article explains:

• How new members subscribe and pay
• How existing members renew their subscription
• What happens if members do not pay their fees

When a new member joins

When a new member joins online they:

• Browse options on your website.
• Complete an online joining form.
• Set up a recurring payment method.
• Create an account so they can log in and access member content.
• Receive a welcome email that you can customise with your own message.

Administrators receive a notification informing them of the new subscription and a contact record is created in the database with the subscription and invoice connected.

How are subscription fees paid?

When a subscription renews

This is what happens for a typical membership plan with a yearly renewal cycle and renewal reminder emails enabled.

• 14 days before the renewal date a renewal reminder email is sent to the member.
• The email contains instructions of how to pay as necessary based on the member's saved payment method.
• On the renewal date itself, an invoice is created.
• If payment can be collected automatically it will.
• The renewal date is automatically moved to the future (regardless of whether payment has actually been collected)

When a subscription becomes overdue

• If payment is not received by the renewal date the subscription is marked as Overdue to reflect the fact that there is an unpaid invoice.
• A grace period (typically 30 days) is extended to the member allowing them to continue to access member content while they arrange payment.
• No more automated reminders are sent. Administrators can use segments and broadcasts to chase members with overdue subscriptions.
• As soon as payment is received the subscription will be automatically set back to Valid.

When a subscription becomes expired

• If a member fails to respond to automated and manual reminders their subscription will change to an Expired state once the grace period has elapsed.
• They will lose access to member content.
• They can still reinstate their subscription if they make a payment.
• We usually recommend that administrators cancel Expired subscriptions.
• No attempt will be made to collect payment for Cancelled subscriptions.