Before you start

If you would like to remove a membership, you will first need to hide it to prevent new customers from buying it. Hiding the offer stops new sign-ups but allows existing members to keep using their benefits until you close the offer.

To do this:

Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View next to the membership you would like to take offline, then Edit details.
Untick the Published checkbox:
Select Update. This will unpublish your membership and remove it from being available on your public booking page.

Phasing out your membership offer

There are 6 steps to take to phase out your offer:

Deciding on an end date
Advise your customers
Schedule the cancellation of your customers' membership
Check there are no active memberships or customers in the group
Remove exclusive tickets from your entry
Archive your membership

Deciding on an end date

After stopping new membership purchases, decide on a date to cancel existing memberships. You can either let them run until the end of their current period or set a specific cancellation date. Giving customers advance notice ensures a smooth transition.

Advise your customers

It's a good idea to inform active members about the end of their memberships to maintain trust and transparency.

Use the customer list to identify active memberships, save it as a CSV file, and send an email explaining when their membership will end, either at the end of their current period or on a specific date.

Schedule the cancellation of your customers' membership

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

💡 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. We can then 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 Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View next to the membership to open the settings and scroll down to the Memberships section.
Select the three-dot (...) menu next to the customer, then Open on Stripe:
Select Actions within Stripe, then Cancel subscription:
From the pop-up, select On a custom date and the date you want the membership to end:
If you want to offer a prorated refund, you can do this within the modal. If not, select Cancel subscription.

The customer will keep their membership benefits until the set end date, after which they will be removed from the membership and the membership-based customer group.

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.

To check if there are no active paying memberships:

Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Search for the active customers figure within the membership tile.
If there are no active members, it should say "No active customers":
In Memberships, select the connected group using the link under the membership title to check there are no active customers within the associated Customer group:
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:

Remove exclusive tickets from your entry

To remove exclusive tickets from your entry:

Open your Scheduling page.
Select the entry from the schedule list, then Edit entry to open the settings.
elect the Tickets & Costs tab and the pencil and paper icon 📝 next to the exclusive ticket to open the settings:
Untick the Show this ticket checkbox, then Update ticket. This will remove it from being visible to your customers.
- This will remove it from your public page.
Select Save or Save & Exit to save your entry settings.

Archive your membership

When there are no more active memberships, you can archive your membership. To do this:

Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership you are ready to archive, then scroll down and select Archive membership:
Select Ok in the confirmation pop-up. Your membership will then be removed and placed into an archive.