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How to remove a membership

Learn how to stop offering memberships and how to remove existing memberships

Gemma avatar
Written by Gemma
Updated over a week ago

✨ Please note: The Membership feature is only available on the Standard Plan and above, using Stripe as their integrated payment provider.

There may come a time when you need to remove your membership offering completely. In this article, we'll walk you through the steps you need to take.

This article covers:

Before you start

Start by hiding your membership offer to prevent new people from buying memberships.

  • This stops new sign-ups but lets existing members keep using their benefits until you close the offer.

Phasing out your membership offer

Follow the below steps when you are ready to phase out and remove your membership products:

1. Decide when you want to stop your membership offer

Once you've stopped new membership purchases, the next step is to choose a date to cancel all existing memberships.

You can either end memberships at the end of their current period or on a specific date. This way, customers get enough notice, which is a thoughtful and considerate way to handle it.

2. Advise your customers

To be clear with your customers and keep their loyalty, it's important to inform active members about the end of memberships.

You can identify active memberships using the customer list, save it as a CSV file, and use your email provider to send a message explaining that their memberships will end either at the end of the current period or on a set date.

3. Schedule the cancellation of your customers' membership

You can schedule your customers' membership to end at the current period using the cancel membership function.

πŸ’‘ Important note: Your customers will receive a membership cancellation email from the system when you do this.

If you'd like to schedule the cancellation for a certain date, you can do this via your Stripe account or contact us, so we can organise a bulk update for you with our technical team.
To view your customer's membership directly on Stripe and cancel the membership for a custom date, select the three dots next to their membership in their profile, then Open on Stripe:

Next, select Actions, then Cancel subscription:

From the pop-up, select On a custom date and select the date you want the membership to end:

If you'd like to offer a prorated refund, you can also do this within the modal. If you do not want to give a refund, select "Cancel subscription".

Your customer will be able to use their membership benefits until that set date. Once they hit that date, they will be removed from the membership and membership-based customer group.

4. Check there are no active memberships

Once all members have reached their cancellation date, they will be marked as inactive and will no longer be able to access membership benefits.

Check there are no active paying memberships:

  • Select Packages & Discounts from the left-hand menu, then Memberships.

  • From here, look for the active customers figure within the membership tile.

    • It should say "No active customers" if it is past your intended cancellation date:

  • Check there are no active customers within the offer (in case you have previously added customers to the membership customer group manually).

  • In Memberships, select the connected group using the link under the membership title:

  • If there are any active customers, they will appear in the Customers section on the group page, and you will need to remove these.

To remove a customer from a group where they've been manually added, select the three dots next to their name within the group, then Remove customer:

5. Remove exclusive tickets from your entry

To stop advertising exclusive tickets, select the entry with the tickets, then Edit entry to open your entry set-up.

From here, select the Tickets & Costs tab and the pencil and paper icon πŸ“ next to the exclusive ticket to open the settings:

Unselect Show this ticket and select Update ticket. This will remove it from being visible to your customers.

✨ Remember to select Save in the top right-hand corner to save your entry settings.

6. Archive your membership

Providing there are no active memberships, you can archive your membership.

To so this, select Packages & Discounts from the left-hand menu, then Memberships.

From here, select View on the membership you are ready to archive and scroll down to Archive membership:

If you are ready, select Ok in the confirmation pop-up. Your membership will then be removed and placed into an archive.

πŸ’¬ Any questions or feedback? There are two ways to get in touch:

Thank you! πŸ•Ί

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Tags: booker, removing, offering

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