Cancel or reactivate a membership

A client’s memberships are on their own page, in the Billing tab under Subscriptions. Only the live ones are listed; the ones that have ended or were never completed are folded away behind Cancelled and unfinished (n). Every membership in the gym is under the Subscriptions tab of Clients. The actions menu at the end of a row is the same in both places.

Stop it renewing

Choose Cancel renewal. The client keeps what they have paid for: the row shows the date it cancels on and their allowance works until then. Nothing is refunded and nothing stops today.

Undo that

While the paid period is still running, the same menu offers Uncancel renewal, which puts it back to renewing normally. The client can do this themselves from their own client area too.

Once it reads Cancelled, that is final. There is no uncancel, in Orlo or in Stripe — give them the plan again with Add product on their page.

When the client cancels it themselves

A client can cancel from their own client area. Normally that works like Cancel renewal: the membership runs to the end of the period they have paid for. A membership that reads Past due is different — cancelling it ends it straight away.

When a payment fails

A membership whose payment failed reads Past due. It is not cancelled, but it is not active either: it stops counting towards the client’s allowance, so they cannot book new classes against it.

A membership paid in cash turns Past due too, the day after the date in Next payment has gone by with no payment recorded in the month before.

Two ways out of it:

• The client pays. Stripe retries the invoice on its own schedule, and the payment link in their invoice email lets them pay, or change card, sooner. Orlo turns the membership active as soon as Stripe confirms.
• You take the money another way. Add payment on the membership’s actions menu, paid by Cash, records it as collected and turns the membership active. It also sets it renewing again, if it was due to cancel. The date in Next payment moves on by one billing period, counted from that date or from today, whichever is later. It does not restart the automatic billing in Stripe, so the next renewal is one you collect too.

An unpaid membership loses its bookings

Two days after the date in Next payment, a membership still reading Past due has all of that client’s future bookings on it cancelled. It runs at midnight, once a day, on its own.

It only reaches clients with nothing else to book on. Another active membership, a pack, or personal training keeps every one of their bookings where it is.

These count as the client’s own cancellations. A class that starts inside its late cancellation window when this runs is recorded as a late cancellation. A booking the client had paid for separately, cancelled in good time, has the money put back on their account as credit, and they are emailed about that. Paying afterwards does not bring the classes back — they have to be booked again.

Deleting a membership

A membership with no bookings and no payments against it also has Delete on its menu, for one added by mistake. Once it has been used, it can only be cancelled.