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Renewals and reminders

When each membership ends, what the statuses mean, when Clubroom reminds members for you, and how to chase the rest yourself.

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Every paid membership runs to a date. Before it, Clubroom can email members a link to renew. After it, you can see who hasn't, and nudge them.

1. Know when memberships end

Each membership type renews one of three ways, set under Memberships:

  • Annual: everyone's year runs to 31 December, and they renew together.
  • Rolling: each member's year runs from the day they join or renew.
  • Seasons: everyone renews when a new period starts, for clubs that charge per season or half-year, like summer and winter.

For annual types, someone who joins in November shouldn't pay a whole year for a few weeks. Go to Settings › Club, and under Renewal dates pick a month in Annual payments also cover next year from. A membership that starts in that month or later then runs to 31 December next year. Pick Never to turn it off, then click Save.

For seasons types, set your fee periods first:

  1. Go to Settings › Fee periods, and click New calendar.
  2. Give it a Name, and pick when each period Starts. Click Add a period for the next, up to 4 in all.
  3. If a period stops before the next one starts, like a summer break, pick the day it Ends too. Leave it at Until the next starts and the period runs until the next one starts.
  4. Click Add calendar.

The first calendar is the club's default. With departments, each department and each type can pick its own. See Departments and fee periods.

A payment then lasts until its period ends, or until the day before the next period starts if it has no end. Members who paid through a period's end stay paid up during the break, and their reminders count down to the day the next period starts. A payment made during the break buys the next period. One made late in a period buys only the weeks left, at the full season price, so it's worth reminding members before each period starts. A calendar can't be archived while a department or membership type still uses it.

2. Read the statuses

Under Members, each member has a status:

  • New: paid up, and joined in the last 30 days.
  • Active: paid up.
  • Expiring: paid up, but it ends within 30 days.
  • Lapsed: the end date has passed, and they haven't renewed.
  • Pending payment: on the list, but nothing is paid yet. A new member who chose bank transfer stays here until you record the money.

Filter the list with Paid up, Expiring, Lapsed, Pending or Not paid to see each group. A member with several memberships is paid up while any of them is, and shows in a tab when any of their memberships has that status.

3. Let Clubroom remind them

Reminders work with any way to pay. The email's button opens the member's renew page, which shows your ways to pay: online, bank transfer, MobilePay or cash. Add them under Settings › Payments first.

  1. Go to Settings › Club, and find Renewal reminders under Member emails.
  2. Choose a plan: Standard (30 days before, 7 days before, and on the day), Thorough (30, 14 and 7 days before, on the day, and 7 days after) or None. Each card says what members get.
  3. Or choose Custom to set your own days: add a day before or after, change it with the plus and minus or by typing, and turn on Email on the day it ends. You can have up to four before the end, at most 90 days ahead, and up to three after (for example 3, 14 and 30 days later, to chase members who haven't paid), at most 60 days later. Each goes once, and they stop as soon as the member renews.
  4. Click Save reminders.

Each reminder says which membership ends and when, the price, and has a Renew membership button. A member with several memberships gets reminders for each one on its own. The link is the member's own and works for 60 days. If the membership is free, or the club has no way to pay set up, the reminder asks them to contact the club instead.

4. Who gets one

A reminder goes to members whose membership is ending and who:

  1. haven't renewed already, by any way to pay,
  2. have an email address that works. An address that bounced isn't emailed until it's changed.
  3. if they came in by import, have had their welcome email. The import only brings the list in; nobody hears anything until you send the welcome.

Members who said no to club news still get reminders and receipts, because they're about their membership. Change the schedule mid-season, and nobody gets the same reminder twice.

5. Chase the rest yourself

For members who didn't react to the reminders:

  1. Go to Payments, and click Email unpaid. Everyone who hasn't paid gets a renewal link. See Collect membership fees for the details.
  2. For a few people, tick them under Members, and choose Email renew link under More.
  3. For one person, open them, and choose Copy renewal link under More. Send it by text message, or however you usually reach them.

6. When they renew

Paid online, the renewal is recorded on its own, and the member gets a receipt. Paid offline, you record it by hand or by matching a bank statement. Either way, their status changes to Active, and no more reminders go out for that period.

7. When a member outgrows their type

If a membership type has an age limit and a type to move to (say Junior up to 17, moving to Adult), members move at their next renewal. Until then you can see who has aged out:

  • On Members, click No longer fits. The list shows everyone whose age is outside their type's limits. Each one is marked Moves to Adult (the renewal will move them) or No longer fits (there's no type to move them to).
  • On the dashboard, Needs you counts the ones with nowhere to move. Click it to open that list.

Help a member who has nowhere to move by choosing a type for them to move to in the membership type's settings, or by changing the member's type yourself. Members without a birth date are never flagged.

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