Sell plans and manage members

Clients → Members lists everyone with a membership, pack or trial and where they stand. From here you sell plans at the desk and handle pauses, cancellations, credits and payments.

#Find a member

The filters at the top show counts: All current, Active, Paused, Cancelling, Past due, On hold, Ending in 30 days and Ended. Search by name, plan or member number, or pick one plan in All plans.

Each member gets a member number the first time they buy a plan. It starts at 1001.

#Sell a plan at the desk

1. Click Sell a plan.
2. Search for the client and pick the plan.
3. Set when it Starts.
4. Choose the Payment:
   • Cash, Card terminal or Bank transfer: the first charge is paid now. Later months are collected at the desk.
   • Prepaid balance: taken from the client's wallet now and every period.
   • Account invoice: added to the client's account and billed on their next account invoice.
   • Pay later: nothing is taken now. The charge waits on the Unpaid page.
5. Optional: pick who it is Paid by (a parent paying for a child), add Family members for a family plan, enter a Custom price (optional), tick Waive the joining fee or add a Note (optional).
6. If you published membership documents, tick The member accepted the current terms after the member has read them.
7. Check the summary (joining fee, first charge, period end, commitment) and click Sell plan.

Members can also join themselves from your booking page. See Join and manage your membership.

#Open a member

Click a row to open the member. It shows the plan, status and how they pay, the key dates (Started, Current period ends, Next charge, Commitment until, Last day), credits left, signed documents, the health declaration, the emergency contact, charges, pauses and a Timeline of everything that happened. Use Add a note to write on the timeline.

Pause a membership

1. Click Pause.
2. Pick From and Until. The plan's pause rules are shown above the dates.
3. Confirm. The pause shows under Pauses as Planned or Now.

Billing and the commitment move forward by the length of the pause. Use End pause now to stop a pause early, or Cancel planned pause before it starts.

Cancel a membership

Click Cancel membership. Nola works out the earliest last day from the plan's notice and commitment and offers:

• End on a date: the normal cancellation with notice.
• End on a date with an early exit fee: only when the plan allows leaving early.
• End now: ends it today. On a membership this needs Money access.

The member keeps using the plan until the last day. Undo cancellation reverses it while the plan is still running.

Credits

On a pack, Add a credit and Remove a credit adjust the visits left. Use them for a visit you want to give back or one used without a booking.

#Payments

Memberships billed by Nola (desk, prepaid balance, account invoice) create each period's charge automatically overnight. Card memberships bought online are billed by Stripe.

Under Charges, each charge shows its status: Scheduled, Unpaid, On account, Paid, Failed, Void or Written off. On an unpaid or failed charge, click Settle and pick Cash, Card terminal, Bank transfer or Prepaid balance, or Write off to stop collecting it.

The Unpaid page also lists every unpaid membership charge, oldest first, with Open member next to each one. See Collect unpaid balances.

Failed payments

When a payment fails, the membership becomes Past due and the member and your admins are told. When it is paid, the membership is back to Active. If it stays unpaid, Nola puts the membership On hold after the number of days you set (14 by default) and can end it later. For a prepaid balance, Try payment again retries once the client has topped up. Members who pay by card can click Update card under My memberships; the unpaid payment is then tried again on the new card. Set the rules under Member documents and failed payments.

#Related

• Create membership plans and packs
• Clients
• Client wallets
• Send invoices