How do I cancel a membership?

You can end a membership for a member, or the member can do it themselves. Either way you can keep it running until the period they paid for ends.

Before you begin

• Front desk staff, managers and owners can cancel a membership.

Steps

Cancel for a member

1. Open Memberships and press the member's name.
2. In the Cancel box on the right, choose When:
   • At the end of the period they paid for (with the date), or
   • Right now.
3. Optionally type a Reason (optional).
4. Leave Email the member about this ticked to send them a confirmation, then press Cancel the membership.

Undo a cancellation

A membership set to end shows a Set to end box. Press Undo: keep the membership, and payments continue.

Withdraw an unpaid membership

A membership that is still Waiting for payment shows Withdraw it instead. It removes the membership and the card link stops working.

When the member cancels

Members sign in to My account and press Cancel membership. They can also press Update card & see payments to open Stripe's billing portal. If you turned off online cancelling on Plans & rules, the button sends you their request instead.

What you'll see

• The status becomes Ending (in the list filters) until the end date, then Ended.
• The member page History records who did it and the reason.
• Ended memberships stay under the Ended filter. Start again on an ended member sets up a new membership for the family.

Troubleshooting

The member says they cancelled but is still being charged. If they cancelled "at the end of the period," they are charged until that date. Open their membership to see the end date.