Memberships FAQ & Troubleshooting

Common questions and fixes for the Memberships module in Connection Card Pro.

If you haven’t already, see: Memberships Overview • Creating Membership Plans • Assigning & Managing Memberships • Visit Pricing • Billing, Auto-Renewals & Past Due.

🔹 General Questions

Q1. I don’t see “Memberships” in my menu. Where is it?

A: The Memberships module is optional. Check that your account/package includes it and your admin role has permission. If it’s still missing, contact your account owner or Connection Card Pro support.

Q2. Should I use Memberships or Recurring Giving?

• Use Memberships for ongoing access (gym, childcare, facility/club) and when you may track visits or per-visit/overage fees.
• Use Recurring Giving for donations only (no access or visit concept).

Memberships are tracked separately from Recurring Giving, even if both use the same payment processor.

Q3. Can memberships be free, or are they always paid?

A: They can be paid or free. Price via plan tiers (subscription/prepaid) and optionally Visit Pricing. Create $0 tiers for volunteers, staff, or special groups.

🔹 Plan & Setup Issues

Q4. I created a Membership Plan, but don’t see any tiers. Did I miss something?

1. Go to Memberships > Membership Plans.
2. Click the plan’s tiers/settings icon.
3. Add one or more tiers (Bronze/Silver/Gold, Limited/Unlimited) with price and billing schedule.

Without tiers, staff can’t assign the plan.

Q5. I want to change a plan’s price. Will that affect existing members?

A: Changing a tier price affects future billing for members on that tier. If you want new pricing only for new members, create a new tier and assign future sign-ups to it.

Q6. I tried to delete a plan that has members on it. What happens?

A: Don’t delete active plans. Instead, rename as “Legacy,” stop offering it, and move/cancel remaining members before removal.

🔹 Billing & Auto-Renewal Questions

Q7. A membership isn’t auto-billing. Why?

1. Tier type: Is it a Subscription? (Prepaid/pay-as-you-go won’t auto-renew.)
2. Payment method: Have the member update it in the Personal Hub.
3. Marked current cycle as paid? If yes, the next auto-charge occurs at the next cycle date. Verify Billing Cycle Started.
4. Status: Is the membership Active or Past Due?

Q8. When will the first auto-renewal happen for a new member?

A: Based on Billing Cycle Started and the tier frequency. Example: start Aug 1 + monthly = next renewal on/around Sep 1 (unless you marked the first cycle as paid).

Q9. We received cash/check, but the membership shows Past Due. What now?

1. Record the payment in Accounting (correct register, fund, income).
2. Open Memberships > Memberships > Edit for the member.
3. Check Mark Current Billing Cycle as Paid and save.

Q10. A member canceled but still shows Active. Is that correct?

A: Yes. Cancellation takes effect at the end of the current billing cycle. The membership stays Active until then (admin or member-initiated).

🔹 Past Due & Payment Problems

Q11. Why is this membership Past Due?

A: The auto-renew charge failed or no valid payment method exists.

1. Have the member update payment method in the Personal Hub.
2. Or accept payment externally and Mark Current Billing Cycle as Paid on the membership.

Q12. Can I fix Past Due without charging again?

A: Yes—if you’ve collected payment or are granting grace:

1. Memberships > Memberships > Edit
2. Check Mark Current Billing Cycle as Paid and save.

Q13. Member updated their card, but it still shows Past Due. Why?

A: Card updates don’t retro-pay. Wait for the processor’s next retry, or if you charged externally, record the income and mark the cycle as paid.

🔹 Visit Pricing & Per-Visit Charges

Q14. A visit was recorded, but no charges were applied. Why?

1. Visit Pricing configured? Check Memberships > Visit Pricing.
2. Rule applies to day/time? Verify selected days and time window.
3. Price isn’t $0? Some structures purposely charge $0 (e.g., volunteers).
4. Correct workflow? Visit Pricing applies where it’s integrated (kiosk/service counter flow).

Q15. Member exceeded included visits, but no overage was charged.

1. Member Overage Price set in the matching Visit Pricing structure?
2. Included visits configured correctly for the tier?
3. Visit recorded under the correct person (not guest/wrong profile)?

Q16. The wrong price was applied. How do we fix it?

1. Identify which Pricing Structure matched (day/time + member/non-member logic).
2. Adjust that structure for future visits.

For the specific visit: refund/adjust via your normal payment/accounting flow and add an internal note.

🔹 Member Self-Service & Visibility

Q17. Members can’t see their membership in the Personal Hub. Why?

1. Membership is Active (not canceled/expired).
2. They’re logging into the correct profile (same person you assigned).
3. The membership is assigned to them, not only to a Manager.

Q18. Can members change their membership tier themselves?

A: No. Members can view, update payment method, and cancel (end of cycle). Only admins/staff can change plan/tier, dates, or mark the cycle as paid.

🔹 Data Migration & Changes Over Time

Q19. We’re importing memberships mid-cycle. How do we avoid double-charging?

1. Set Billing Cycle Started to the date of the member’s next payment.
2. Check Mark Current Billing Cycle as Paid.
3. Save.

Q20. What happens if we change Billing Cycle Started on an existing membership?

A: It shifts how Connection Card Pro interprets the cycle and when the next auto-renewal occurs. Use with care; confirm history and avoid double-billing.

🔹 Still Stuck?

1. Verify: Plan/tier, member & manager, Billing Cycle Started & Status, and any related Visit Pricing.
2. Identify whether the issue is:
   • Plan design (pricing, included visits, frequency)
   • Billing/payment (failed charge, external payment not recorded)
   • Visit recording (wrong person/workflow, no matching pricing rule)
3. Capture screenshots (membership detail, pricing rules, plan settings) and contact your internal team or Connection Card Pro support.