✨ Please note: The Membership feature is only available on the Standard Plan and above, using Stripe as their integrated payment provider.
This article covers:
How your customers purchase a Membership
When purchasing a membership for the first time, customers must add both the membership and a member-exclusive ticket to their basket. Until they add a corresponding membership, an unselectable 'members ticket' will appear instead of being able to select the exclusive tickets.
For example:
Adding the membership
There are two ways for customers to check and purchase available memberships to access member-exclusive tickets:
Select Memberships in the top bar of your public page:
Add a membership directly from underneath an exclusive ticket without leaving the public booking page.
To do this, they can select the membership hyperlink underneath the ticket option:
Then Select:
Once added, they can add the ticket to their basket.
Once the membership is in the basket, member tickets can be selected and booked alongside the membership purchase.
Booking on behalf of children
Customers can book exclusive tickets for their children if you set the offer to allow additional attendees:
Redeeming exclusive tickets after a membership has been purchased
After purchasing a membership, customers don’t need to add it to their basket again to redeem or purchase member-exclusive tickets.
They must log in with the same email address used for the purchase. Once logged in, all tickets included in their membership offer will be active and available for purchase or redemption.
The emails your members receive from Bookwhen
After completing payment, customers receive two emails:
Confirmation email
Once a customer purchases a membership, they will receive a confirmation email outlining the membership and ticket:
Membership subscription email
Once a customer purchases a membership, they will receive a membership subscription email outlining their membership details and invoice:
Customers can select the View membership subscription button to view, cancel and update their card details if needed.
Other emails customers receive regarding their membership
Emails are sent to customers in the following situations:
Their subscription has been renewed.
Payment for the subscription has failed (Stripe automatically retries payment three times after the first failure).
Their subscription has been cancelled.
Their subscription has been restored.
Their subscription has ended.
💡 To note: If a customer updates their card details in Stripe, their membership remains active, and future payments will be taken from the new card.
The emails your members receive from Bookwhen
When a customer signs up for a membership, they may receive various emails from us when they sign up or (you or they) make amendments.
Each email contains a different type of messaging, for example:
Membership Subscription Started: "Thank you for subscribing to the following membership"
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Membership Subscription Renewed: "We have received the subscription renewal payment for the following membership"
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Membership Subscription Failed: "There was a problem processing your membership subscription renewal payment"
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Membership Subscription Cancelled: "You have cancelled the renewal of your subscription to the following membership"
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Membership Subscription Restored: "You have reverted the cancellation of your subscription to the following membership"
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Membership Subscription Ended: "Your subscription to the following membership and all its associated benefits has ended"
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The emails your members receive from Stripe
Customers may also receive emails directly from Stripe (as per their Stripe settings) in addition to the emails from us.
These may and can include:
Upcoming renewal reminder.
Expiring card notification.
Update failed card notification.
A Stripe-hosted link to confirm your payments (when required).
Reminders to complete the payment (if incomplete).
Finalised invoices.
Incomplete invoice reminders.
Useful links 🔗
💬 Any questions or feedback? There are two ways to get in touch:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺
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