All Collections
Membership
Membership: Overview
Membership: Overview

Welcome to our guide on managing Membership programs

Updated over a week ago

Learn about memberships, how to manage your programs and member statuses.

Membership programs

Create a Membership Program

The first step to enrolling members and creating your members club, is to create programs. These may be paid or complimentary membership programs that can be built to contain restrictions, perks, unique disclaimers and access options, to name a few things.

  1. On the toolbar, click Reward.

  2. Navigate to Memberships > Membership Programs and click on Setup New Membership Programs.

  3. In The Basics section, you will choose how you would like to charge for this membership and a title. You can also:

    • Assign an existing service fee to this new membership

    • Provide a brief description of the membership (which will be displayed to inform users what they are signing up for)

    • Provide a long description of the membership (which will be displayed on sign-up forms)

    • Set a disclaimer that will be displayed on the back of the membership cards for this membership

    • Choose if you would like to auto-generate member IDs or have them all the same value. The member IDs can be used to differentiate groups of members, or you can create your own sequencing.

  4. Under Settings, you can:

    • Choose the status of this membership. Choose Active if you would like it to be available to enroll members in or choose Draft if you would like it to be unpublished.

    • Assign the membership to an existing category (if one exists).

    • Select the confirmation page

    • Add an existing form to capture additional data and choose when to capture it.

  5. The Member Signup settings allow you to:

    • Choose a signup option. Should members be able to access the signup from your website? Only via a direct link? Or should they need to ask a staff member to apply? This is useful if you would like to control who has access to your membership program and applications.

    • Identify the application that matches this membership.

    • Set an application/ processing fee (if one applies).

    • Allow an application fee to be applied to their first membership dues billing cycle. This is not a required field.

  6. The Member Perks settings allow you to automatically apply a discount at check out for members of this membership or you can give them spending money for signing up. This can also be managed afterward.

  7. Design settings enable you to assign a colour scheme to the membership cards associated with this program:

    • Choose to use your default colour scheme or create a new colour scheme.

    • Allow or require a member to upload a photo to activate their card.

    • Upload a banner graphic to be associated with the membership program. Please note that we are currently unable to customise the membership cards any further due to restrictions imposed by the App Store.

  8. In the Options section, you are able to:

    • Enable sub-members and identify how many sub-members a membership can have.

    • Allow a membership to be transferred between parties.

    • Enable a member directory for members to interact.

    • Select the way a membership card will be scanned. Please note that a QR code can be scanned by any QR code reader but a barcode must be scanned by the PeopleVine Venue app or a POS system integrated with PeopleVine

    • Add rules to when this membership can be scanned (must be in JSON format)

  9. In the Notifications sections, you can:

    • Set an email confirmation to automatically be sent to a member when they join

    • Set a text message confirmation to automatically be sent to a member when they join

    • Have a link automatically posted to your social media networks when this membership is created.

    • Set an alert to go to you when someone joins this membership

  10. Once you are satisfied with all of the settings, click Create.

  11. You are now going to set up the service that is attached to this membership if you did not assign it to an existing service in Step 3. On the toolbar, click Sell and under Services > Setup New Service
    ​
    In The Basics section, you can:

    • Name the service

    • Choose the service status as Active or Inactive

    • Assign this service to an existing category

    • Associate this service with a location

    • Provide a long-form description of the service.

  12. In the Billing & Credits section, you will set up the fees and frequency of them. You can:

    • Choose the amount subscribers to this service will pay and how often.

    • Determine an initiation fee

    • Require a deposit by choosing the amount and type of the deposit.

    • Add a service fee for credit card payments.

    • Choose to prorate billing to the first of the month.

    • Enable a free trial

    • Enable financing with a payment tracker

  13. In the Processing section, you can:

    • Set a redirect page for people to visit after they subscribe

    • Enable the ability for subscribers to

      • setup multiple instances under one billing

      • enable or disable automatic billing

      • cancel their membership via "My Account"

      • change their plan subscription via "My Account"

    • Enable this service to auto-renew

  14. In the Notifications sections, you can:

    • Set an email confirmation to automatically be sent to a member when they join this service

    • Set a text message confirmation to automatically be sent to a member when they join this service

    • Have a link automatically posted to your social media networks when this service is created.

    • Set an alert to go to you when someone joins this service

  15. Once you are satisfied, click Continue.

Manage Membership Programs

  1. On the toolbar, click Reward.

  2. Navigate to Memberships > Membership Programs and click on Manage Membership Programs.

  3. Find the Membership you would like to edit and click the Edit button to the right.

  4. Make your desired changes.

  5. Once you are satisfied, click Update Membership.

Delete a Membership Program

Please note: you are only able to delete a membership if there are no members assigned to it, whether they are active or inactive.

  1. On the toolbar, click Reward.

  2. Navigate to Memberships > Membership Programs and click on Manage Membership Programs.

  3. Find the Membership you would like to delete and click the Menu button to the right.

  4. Click Delete

  5. Click Yes, Delete.

Manage member perks

Find out how to manage membership perks https://help.peoplevinehelp.com/en/articles/5432387-membership-perks

Manage members

How to enroll a new member into a membership

  1. From the Dashboard, click Enrol a Member.

  2. Select that you would like to Enrol a Member into a Membership.

  3. Select the Membership you would like to enrol someone in.

  4. Click Continue.

  5. Search for the person you would like to enrol in this membership and click on their record.

  6. Click Use This Person

  7. You will be directed to create a subscription for this member. Some of the fields will be filled with the default you have set up for this membership but you have the opportunity to make changes here.

  8. Be sure you enter the Payment Information for this member so they are charged properly.

  9. Once you are satisfied, click Create.

  10. You will be directed to create a membership card for this member. You have the option to:

    • Specify a membership number for them. If you would like this to auto-generate, leave this field blank. (Please note that all auto-generated membership numbers are selected at random to ensure numbers are not reused).

    • Create an expiration date for this membership

    • Change the status of this membership. The options are: Active, Cancelled, Pending, Payment Failed or Expired.

    • Upload a Member Photo

  11. Once you are satisfied, click Create Membership Card. Your member is now enrolled.

How to pause a membership

  1. Search for the person you would like to pause membership for.

  2. Scroll down to memberships and click View on the one you would like to send a digital membership card for.

  3. On the right-hand side, under Membership Card, click Edit Subscription.

  4. Find the Subscription Status under Subscription Details.

  5. Select Pending/Paused.

  6. Click Update Subscription.

How to send a digital membership card

In order for your member to download their membership card, there needs to be a few items in place:

  • They must be active and enrolled in a membership program

  • They must have access to the member portal or you can e-mail/sms them a direct link (so you will need contact info then)

Once these are met, your member can now download their digital membership card by:

  • If the member has access to the member portal, they are able to access their membership card there or by visiting https://member.yourwebsite.com/account/memberships. If you would like to send them a direct link to their membership card, follow the steps below:

  1. Search for the person you would like to send a digital membership card to.

  2. Scroll down to memberships and click View on the one you would like to send a digital membership card for.

  3. On the right-hand side, under the Membership Card column, find SMS to Customer or Email to Customer. Choose how you would like to send the direct link to your member and click the corresponding button.

  4. Once you are satisfied, click Send.

How to allow the trasfer of a membership

This feature comes useful when a member wants to enroll team-members or family members and centralize the billing under one account. Instead of creating a family plan for a set amount, with the ability to add sub members, this feature enables you to allow the person who subscribes to transfer the membership card into another person's name while maintaining separate billing instances.

To enable this feature, go to Options and check the box Allow the person who signs up to transfer this membership.

Now your members will have the ability to transfer this membership to another person, while they remain as the billing owner.

They'll be prompted to enter the person's information, which will then immediately give them access to their membership.


​

How to change the billing contact of a membership

It is possible to change the billing on a subscription to another person. This may be required if someone gifts a membership; asks to pay for their colleague or partner.

Changing the billing contact means you don't need to re-enter card information, or risk charging non-membership fees to another persons card.

Here's how to change the billing contact:

  1. Go to the CRM profile where you would like to change the billing (recipient).

  2. Edit the subscription

  3. Click on 'change billing contact'

  4. Look up the individual who would like to pay for the subscription (Payee)

  5. Select the payment method (this will show those that are available on the Payee's account)

  6. Click 'update subscription'

How to cancel a membership

Manage subscriptions

Subscription statuses

Subscriptions are a key part to ensuring only paid members/users are accessing both your digital and physical space.

Once a subscription is setup for a membership program, the subscription engine will continue to charge that person on the selected recurring basis as long as they're active or pending and the next billing date is in the future.

If their billing fails, they will immediately lose access to both your physical and digital spaces that are connected to PeopleVine. As well, on their next login to your portal, they will be prompted to make a payment to re-activate their subscription (while being blocked from all member only content - when tied to a membership program).

Subscriptions can be classified under a few different statuses:

  • Active subscriptions will be charged automatically on the next billing date. When tied to a membership program, that member will gain access to your portal. When tied to a product, an order will automatically be placed when the subscription is successfully processed.

  • Pending/ Paused Payment is best utilized to keep the person inactive until the next billing date. On the next billing date, their payment will be charged and their subscription activated (upon successful payment). When associated with a membership, their access will be blocked until their payment is processed.

  • Failed Payment is set automatically by the platform when their recurring billing fails. This will deactivate their membership and stop future processing on the subscription until a manual payment is processed (either by the customer/member or your staff).

  • Suspended is set manually to stop all future payments on this subscription.

  • Upgraded is used as an internal status of an existing membership when the individual has agreed to upgrade to the next tier. In this instance, the existing membership status should be changed to 'upgraded' and a new membership plan is activated and left in the 'active' status. Note, this does not need to be used but is available if your business operation requires this level of reporting.

  • Downgraded is used as an internal status of an existing membership when the individual has agreed to downgrade to a lower tier. In this instance, the existing membership status should be changed to 'downgraded' and a new membership plan is activated and left in the 'active' status. Note, this does not need to be used but is available if your business operation requires this level of reporting.

  • Expired is set manually to stop all future payments on this subscription.

  • Cancelled is set manually to signify that someone cancelled their subscription. Once this status is selected, a cancellation date field will appear. No further payments will be made beyond the date that is entered.

  • Archived (Hidden) is used to hide the subscription from the CRM profile in the dashboard, the customer and from back end reporting, unless you specifically filter by archived or export all data.

  • Archived is used to hide the subscription from the customer. It will continue to show on the CRM profile in the dashboard and in reporting.

*Please note that ONLY active and pending subscriptions with a next billing date in the future, will be processed through recurring billing.

Subscriptions will automatically re-activate when a person pays with either credit card, ACH or invoice. If invoiced, the system will keep them active and send an invoice to them for payment. Please note that invoiced subscriptions will not auto cancel if a payment is never made. To simplify billing, we recommend setting to auto-payments like credit cards and ACH.
​

How to cancel a subscription

When cancelling a subscription, you will be prompted to add a Requested Cancellation Date. If left blank, they will immediately be cancelled. If you enter a future date, their subscription will automatically cancel on that date.

How to change subscription rates

There are two ways in which to approach rate increases in our platform:

  1. If you would like to retain some members on older/ original rates, then we suggest creating new membership programs with the new rates. You can then identify, using an export of active members, which you would like to move to the new rates, versus keep on the old rates.

  2. If you would like to move all members to the new rates, we recommend editing the existing membership programs to reflect the new rates and then updating all members to this rate ahead of their next billing date. Please note that the rate changes will need to be done before the next billing date for it to take effect.

To achieve #1:

  1. Create a new membership program (see section above).

  2. Make sure you have entered a membership SKU into the new program. This will be used to import or move members to this new program.

  3. Export a report of all members. You may wish to include those that are also in a 'failed', 'pending' or 'suspended' state, as well as those who are 'active'. Make sure you include the following data columns before exporting the report: membership no; membership sku; customer no; membership ID; subscription status.

  4. Make the adjustments in the downloaded csv file, under the membership sku column (change those you wish to move to the new membership sku).

  5. Save the file on your device, ready to import. Please follow the 'Import Data' article on how to perform this.

  6. Now that you have move members to the new rate, their old/ previous membership can be archived.

  7. To achieve #6, repeat step #3. but this time, adjust the subscription status column data for those you wish to archive only to 'archived'.

  8. Repeat step #5.

To achieve #2:

  1. Go to Reward> manage membership programs.

  2. Edit each of the programs you wish to update with the new pricing.

  3. Save.

  4. Go to sell> view subscriptions.

  5. Click on 'adjust billing'

  6. On the next screen, toggle on the 'modify subscription button'.

  7. Select al of the membership programs that you would like to update.

  8. Click 'update billing'

  9. This will update all members within the existing program to the correct rate.

Did this answer your question?