Renewing a Member from the Dashboard

Topic

Renewals

For

Front Office Team

Read Time

~4 minutes

This guide shows you how to renew a membership manually from the dashboard. Whether a patient has an auto-renewing plan or a one-time membership, you will see how to handle expired memberships, renew manually, and apply custom charges such as lapse fees. This is essential for managing renewals that do not process automatically.

Auto-renew vs. one-time memberships

There are two types of memberships in the platform:

• Auto-pay (recurring): the patient’s credit card is stored and charged automatically when their plan renews, monthly or annually.
• One-time payment (annual only): the patient pays once upfront. These memberships do not auto-renew and must be manually reactivated at the end of their term.

Finding expired members

From the dashboard homepage:

• Click the Expired Memberships section to see patients whose memberships have lapsed.
• You can also go to the Members tab and filter by Expired to view the complete list.

How to renew a membership

1. Select the expired member from the list.
2. Review the details: plan type, renewal date, days expired, and stored credit card (if available).
3. Start the renewal one of two ways: click Manage Membership Payment at the top, or click the Renew Membership button at the bottom left (the color may vary by office).

Set the renewal date

You will see two renewal options:

• Retain original renewal date: keeps the same renewal cycle (for example, January 15 to January 15) and optionally adds any missed time as a charge.
• Reset with today’s date: starts a new 12-month membership from today. This is the most common option when renewing in person.

The system automatically calculates prorated days or fees depending on your selection.

Customize the charge

You can further adjust the total amount by:

• Including missed days (charged automatically if applicable)
• Unchecking prorated charges if you are waiving them
• Adding a custom fee (for example, a $50 lapse fee) with a label like “Membership Lapse Fee”

Once finalized, click Charge on the card on file. The system displays the charge total and logs it under the patient’s transactions.

After renewal

Once renewed:

• The member’s status changes to Active
• Their new renewal date reflects your selected option
• The new charge is logged in the Transactions tab

Note

Need to refund the payment? Click the charge and issue a refund directly from the member screen. Standard processing applies.

For renewals that process automatically, see Renewing a Membership.