Customer issues with their monthly Membership charge

If a Customer experiences a failed charge on their Membership subscription because they either canceled their current credit card, received a new one, or their credit card expiration date has been reached, the Customer will enter a Grace and Hold Period.

When this happens, the system will automatically send them an email stating their Membership subscription has failed. The email provides a direct link back to the App, and asks them to update their credit card on file to keep the Membership subscription.

Admins can also reach out to the Customer directly and notify them of their failed Membership charge. The Customer can then change their credit card, and the system will automatically charge their missed Membership payment the next day, when the system tries to charge them again.

• This means that a Customer who updates their credit card on their own will have their Membership renew properly

• If the Customer does nothing, they will not be able to use their Membership and will not be able to book

The Customer will be required to add a new credit card on file the next time they access the App and attempt to book a Reservation or sign up for an Event.