Subscriptions and packs allow your customers to book into classes or appointments using pre-paid credits. Here are some differences between the two options.

The most common form of a subscription is to have an auto-renewing subscription.

For example, once a month, maybe once a fortnight, your customers on this subscription are automatically charged. This is done with 'Duration Settings: Absolute Interval: 1 month/fortnight; and the 'Auto-renewal' setting toggled on.

Unlimited vs Limited

Subscriptions can be unlimited, meaning the customer can book as many classes as they want. They can also be limited, where the customer gets, say, five classes per month. This is called a limited-use subscription. To learn more about how to set these up, search our knowledge base for 'limited-use subscription'.

Less manual work

In general auto-renewing subscriptions are less manual work over time for a business. They require little to no interaction with the customer after they've been initially sold.

Fixed Start Dates / End Dates

Subscriptions also allow you to create fixed start and end dates. One use case for this might be a seasonal thing (think New Years).

To create a sense of urgency among your customers you might offer a discounted limited time subscription that runs from January 1 - April 1. This can be achieved under 'Duration Settings' with 'fixed start dates and end dates'. By comparison, an auto-renewing subscription would require Durations Settings of, say, 1 month & and the 'Auto-renewal' setting turned on.

Packs are great for catering to those that like to go at their own pace.

Maybe you have a customer that makes it in a lot one month and then the following month can't really make it in due to work or something else. A class pack appeals to this customer because it allows them to use the pack's credits at their own pace. Packs can also be set to auto-fill when they run out of credits if your customers prefer this.

To learn more about Packs and Subscriptions, see the video above.

Whichever option you choose, make sure you've doublechecked its 'What's included' section to ensure it includes access to only the things it should.

Note: this list of questions will grow over time. If you don't see a question that should be here, email [email protected].

This article covers some of the most common reasons why customers cannot use an active membership to book a spot in a class

When it comes to booking a spot in a class, customers can decide whether they want to pay the price of a standalone class (drop-in price), or they want to purchase a membership they can use to join this class or event. However, in some cases, customers may face issues while using their membership to book a spot in a class. These are some of the most common reasons why this may happen:

When creating a membership, it's important to consider the classes that can be booked using the membership. If certain classes or events are not included in the membership, customers will not be able to book a spot using such membership. For example, let's say that Mindful Llama Studio has a Reiki membership that includes all Reiki classes and courses, but it doesn't include any of the reformer pilates events. A customer who is an active member of Reiki, will not be able to use this membership to purchase a spot in a Advanced Reformer class.

Sometimes, customer may face problems when booking a spot in a class because their membership is either expired or not yet active at the time the class takes place. When troubleshooting issues with customers not being able to book using a membership, it's very important to check when their membership starts and ends to make sure the class is taking place between those two dates. The image below shows how to check the start and end date of a subscription.

Give your customers added benefits, like more class credits or on-demand video access, by linking a subscription to another sub or pack.

Note: if you ever need to remove these benefits from the subscription in the future, customers that paid for the sub prior to the removal of the benefits will be grandfathered in, and continue to enjoy those benefits. New signups after the removal of the benefits will not.

To do this, click Memberships > Subscriptions/packs > then click the subscription you'll be adding benefits to

From the subscription's details page, scroll to 'What's included in this subscription' > click Subscriptions/Packs

Then click Assign Memberships and include any you'd like a customer to also receive when they buy this subscription.

Note that if there are existing customers on this subscription, they will immediately receive these benefits.

Below, for example, we've linked these three memberships to this subscription. You'll also notice there a couple customers already on this subscription.

If we click on Cindy, we can see that her subscription now contains these benefits by using the carrot dropdown to the left.

When creating or editing a subscription you'll find a section dedicated to choosing what the subscription's credits can be used for. Ie. What classes, appointment services, etc can a customer register for using this subscription.

By default, all classes you've created (and will create in the future) are included. You can remove classes by clicking the dropdown menu to the right.

Appointment services are not included by default, so if there are any that need to be included, make sure to click the dropdown and add them in.

You can choose link this subscription with another, meaning the customer will enjoy the benefits of not just this subscription but also any benefits the linked subscription contains.

Auto-enrolls allow you to choose which classes customers will be automatically enrolled into the moment they purchase this subscription.

You can do this by:

clicking Settings > General Setup > under Misc. account settings, toggle on 'Subscriptions can only be used on 1 class per day'. > Scroll down and Save.

If your goal with a staff membership is just to give staff a free version of a customer membership, do the following:

If your goal is to give a combination of free classes or appointments AND discounts on certain items, follow these directions:

If you only want to give discounts (with nothing free)

They should first sign out as a staff member, then back in using the same login. Once they choose their customer dashboard, they'll be able to view the schedule like your customers do.

Enforce subscription contract agreements with electronic signatures

Momence allows you require e-signatures for terms and conditions on a per subscription basis. To set this up,

To see the host and customer experience, you can view the video below.

You can now add custom questions to any of your memberships. To do this, find an existing membership, click Edit, scroll to the bottom, and add your question.

Subscription duration settings allow you to choose between two styles:

When using the Absolute Interval subscription, its common to make use of the Auto-Renew feature: A toggle that ensures the subscription auto-charges the customer every billing cycle (Ex. charge the customer today for the subscription, then every month on the same day they originally purchased it).

In the duration settings menu, you'll also find toggles for:

This article describes the process of updating membership prices and billing cycles, and touches on different aspects to bear in mind

There are times when you may want to update an existing membership with active subscribers to change its price or duration without having to create a brand new membership and move all these customers to the new one. In these cases, you can follow the steps below.

First off, you will want to update the membership details. In order to do so, simply navigate to the membership's page, click on the actions button and select edit. This will give you the option to edit different things such as the membership price or the duration.

Bear in mind that while the membership has been updated and new customers who purchase it will be on the new pricing and duration settings, existing customers will not see these changes applied immediately. There are two different processes to follow to update the price, and the duration.

To do so, you can simply navigate to the membership's page, click the Action button and select "Bulk edit active members". This will prompt you with a modal where you can set a new specific price for all existing members, increase or decrease the price by a set amount, or event a given percentage.

When it comes to updating the membership duration, this change cannot be processed in bulk as with the price. On the contrary, you will need to wait until the next subscription renewal for the new billing cycling duration to kick off. If you don't want to wait and prefer to charge your customer using the new billing cycle immediately, you can simply edit their active subscription so that it renews on the next desired date.

For this, simply go to the customer affected, select the action button (⋮) next to their active subscription, and change the renewal date to your desired date.

'Activate on first use' dates refer to a subscription that starts its billing cycle the moment its used to register for a class. Customers can now change the start date of their subscription by booking a sooner class than they booked previously.

If you're unfamiliar with how this works, here's a little historical context:

Prior to this release, if a customer signed up for a subscription that used 'Activate on first use,' then booked a class that started a month from now, their subscription would be scheduled to start its renewal cycle one month from now, and, for the next 30 days they would not be able to book a class.

This new update allows them to change their mind by booking a sooner class. This automatically updates the start date of the renewal cycle to the new class date they register for. (ex. after booking that initial class a month from now, if they then booked a class two weeks from now, their subscription cycle would now be scheduled to start in two weeks).

'Activate on first use' is a subscription setting that allows your customers to pay for this subscription's initial billing cycle, then start their renewal cycle whenever they want to.

Things to know before toggling this on:

If you need help viewing classes taken with a membership, this article will guide you through the process.

If you require a fast and easy way to view the classes that customers have signed up for using their existing or previous memberships, then this informative article is just what you need. It provides step-by-step instructions on how to do so clearly and concisely, allowing you to efficiently manage your business and provide excellent service to your valued customers.

Viewing Bookings with Memberships

The following information will assist you in identifying a few crucial items: