✨ Please note: The Membership feature is only available on the Standard Plan and those using Stripe as their integrated payment provider.
This article covers:
What customer membership information is stored?
When viewing a customer's membership, certain information is stored to create their record. For example:
Status: This indicates the current state of the membership:
Active: A live membership that is receiving recurring payments.
Active - Unrenewed: A live membership is due to be cancelled at the end of its billing period with no further recurring payments.
Active - Unpaid: A live membership that is experiencing payment issues.
Cancelled: A membership that is no longer active and is not taking recurring payments.
Customer: The person who owns and is paying for the membership.
Membership: The name of the membership the customer is subscribed to.
Cost: The amount the customer is paying on a recurring basis for the membership.
Associated Booking: The booking where the customer first purchased the membership.
Renews at: The renewal period based on the billing frequency you set for the membership.
Stripe Membership Subscription: A unique record created in Stripe when the membership was purchased. Clicking this will open the Stripe record in a new window.
Started Source: Where the membership was purchased and started:
Checkout Purchase: The subscription was started through Bookwhen's checkout.
Created via Stripe: The membership was imported from Stripe into Bookwhen.
Accessing the membership information
There are two ways to access customer membership information:
Via the Membership
Select Packages and Discounts, then Memberships from the left-hand menu on your account.
Find the membership you would like to edit and select View to open the settings.
Select the three dots next to the customer, then View customer's membership:
Via the Customer list
Select Customers from the left-hand menu on your account.
Use the search fields to filter the search by name or email, then Search to generate the results.
Select the customer email within the customer column:
Select the Memberships tab, the membership line item or select the three dots (...) and View customer's membership:
Checking your customer's renewal date
There are two ways to access customer membership information:
Via the Membership
To check a membership renewal date via the Membership:
Select Packages and Discounts, then Memberships from the left-hand menu on your account.
Find the membership, then View to open the settings.
Select the three dots next to the customer, then View customer's membership:
You can find the renewal date next to Renews at:
Via the Customer list
To check a membership renewal date via the Customer list:
Select Customers from the left-hand menu on your account.
Use the search fields to filter the search by name or email, then Search to generate the results.
Select the customer email within the customer column:
Select the Memberships tab, the membership line item or select the three dots (...) and View customer's membership:
You can find the renewal date next to Renews at:
How to amend the customer's renewal date
You can update the renewal date of a customer's membership directly through Stripe.
To do this:
Navigate to the customer record on Stripe.
Select the subscription on the customer page to navigate to the subscription page.
Select actions on the top right, then Update subscription:
On the update subscription page, scroll down to the advanced options and check the Reset the billing cycle checkbox:
Select the Update subscription button on the top right to update.
This resets the billing cycle to start 'today'. It will do this by issuing an invoice, charging it and starting a new period cycle from the day of the change.
Changing the billing date to a specific date
To adjust the billing date to a later time in the month and avoid double charging your customer, follow these steps within Stripe:
Pause Subscription Payments: Before the original billing date, pause the subscription payment collection in Stripe.
Reset the Billing Date: When you're ready to resume payments, reset the billing date to the new desired date.
Example
For example, if you want the billing to occur on the 30th of each month but the current billing date is the 25th:
Pause the payment collection before the 25th.
Follow the steps to reset the billing cycle to the 30th.
This way, the customer won't be billed on the 25th, and the next billing will take place on the 30th after the cycle reset.
Cancelling a membership
There are two ways to cancel a customer's membership:
Via the Membership
To cancel a customer's membership via the Membership:
Select Packages and Discounts, then Memberships from the left-hand menu on your account.
Find the membership, then View to open the settings.
Select the three dots next to the customer, then View customer's membership:
Select Cancel membership:
Via the Customer list
To cancel a Membership via the Customer list:
Select Customers from the left-hand menu on your account.
Use the search fields to filter the search by name or email, then Search to generate the results.
Select the customer email within the customer column:
Select the Memberships tab, the membership line item or select the three dots (...), then Cancel membership:
💡 Please note: Membership cancellations will result in automated cancellation of exclusive tickets booked against the membership for events after the period already paid for. This will happen at the end of the current billing cycle, not the day of the cancellation.
Membership cancellation process
When a membership is cancelled through Bookwhen, the following happens:
Confirmation Email: We send an email to the customer to confirm the cancellation.
Access Until End of Current Period: The customer will continue to have access to their membership benefits until the end of their current invoicing period.
Removal After Billing Period: After the invoicing period ends, the customer will be removed from the membership and will no longer be charged.
Immediate cancellation
If you need a cancellation to take effect immediately, you can process it directly through Stripe.
To open your customer's membership on Stripe:
Select Packages and Discounts, then Memberships from the left-hand menu on your account.
Find the membership, then View to open the settings.
Select the three dots next to the customer, then Open on Stripe:
Switching memberships
While you can make changes in Stripe, these aren’t automatically synced with Bookwhen. To make sure the membership details are correct, including customer group access and exclusive tickets, customers need to cancel their current membership and book again to purchase the new one.
💡 Important: Cancelling a membership will automatically cancel any exclusive tickets booked for events after the paid period ends. This happens at the end of the billing cycle, not on the cancellation date. Customers may need to rebook those tickets with their new membership.
💬 Any questions or feedback? There are two ways to get in touch:
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Thank you! 🕺