Membership billing: pauses, failed payments and cancellations
For admins and front-desk managers: what happens to billing when you pause, suspend or cancel a membership, and how to fix the usual surprises.
The membership articles explain how to pause, suspend or cancel. This one explains what happens to billing when you do, and how to fix the most common surprises.
What happens to charges
| Action | Next charge | Credits and booking |
|---|---|---|
| Suspend | Prorated with remaining days left in their billing cycle | Unavailable until reactivated |
| Cancel now | No further charges | Unavailable immediately |
| Cancel on a future date | Charges continue until that date | Can book until that date |
Common problems
A paused member was still charged
How suspension affects billing: suspending pauses the membership's billing cycle. The days left in the current cycle are saved, nothing is charged while it's suspended, and reactivating moves the next charge date out by those remaining days. For example, a member suspended two days after paying has 28 days left, so reactivating on September 17 sets the next charge for about October 15. Reactivating doesn't double-charge, even if the suspension started by mistake. Membership Analytics shows the cost of each suspension. If the suspension began after the billing date, that cycle was already charged.
Cancelling a membership that's already suspended
Reactivate Membership then cancel it immediately. Members can show as "Suspending" until the suspension takes effect; you can cancel the pending suspension.
Failed payments
- Find them: The balances shows failed membership payments for a date range.
- Collect them: Open the order drawer and select > Pay Balance
- Change the card for the recurring charge: open the member's profile, then select Payment Methods.
Past cancellations
Past termination requests are emailed to admins. That's also where to look when a member disputes whether they asked to suspend or cancel.
Related: Memberships FAQ · Suspend a Membership · Canceling a Client's Membership · Edit Recurring Payment Plan · Change Membership Charge Date