The Auto-renewal settings section of a subscription creation page contains 7 sub-sections. Below, we'll briefly cover what each one means.

When creating a subscription, you'll find a toggle to make it auto-renewing: it automatically charges the price you've set on the same day of every billing cycle the customer initially purchased the subscription.

For example, if you chose a Duration Setting of 'Absolute Interval: one month' and a customer bought the subscription on the 13th, they'd be automatically charged that same price every month on the 13th going forward.

The goal of the free trial feature is to let customers try the benefits and decide whether to pay for the renewing subscription or cancel before it starts charging.

With a free trial, customers get free access by default for 1 week. You can extend or shorten this period, and you can even set the "free" trial to a reduced price.

The maximum number of renewals caps the billing cycles mentioned above. If you set this to, say, 10 months, the customer will see 10 renewal charges, then the subscription will stop renewing, and the benefits will no longer be usable.

If you prefer everyone on this subscription to be charged on the 15th or another day, toggle this feature on and pick your favorite date.

This one is similar to the free trial. It differs in that it lets you use renewal cycles instead. In other words, you can have a $100/month subscription that starts at $ 60/month for the first 2 months to make it more enticing for customers.

This feature works well with 'limited use' subscriptions: those that give a limited number of credits per billing cycle, like 10 class credits a month.

Inevitably, you'll have a customer (or two) who burn through those 10 credits before the month is over and can no longer book classes.

Enter 'Allow over-booking', which allows those customers that have run out of credits to register for classes and "put it on their [subscription] tab" until the next billing cycle re-adds those next 10 credits. Their subscription charge at the end of the month will then be the normal monthly charge plus the drop-in prices of any additional classes they registered for after running out of credits.

When a customer's subscription is frozen, and then subsequently unfrozen, the default is to push the renewal date forward by the number of frozen days. Unless you toggle on 'preserve payment schedule after unfreeze.' This keeps the original renewal schedule after the subscription is unfrozen.

Yes, by default, customers can book events that occur after the next renewal date.

This depends on your settings. To find them:

You'll find two settings that control what happens:

Regular auto-renewing subscriptions allow your customers to book past their renewal date. If this isn't ideal for your business, there's a workaround:

You can create an auto-renewing subscription that links to a class package, where the linked package is the only benefit the subscription includes.

In other words, the subscription:

Note: If a customer doesn't use all of the pack's credits in the current renewal cycle, the remaining credits will not roll over to the next month.

First, create your pack from Memberships > subscriptions/packs > create pack > fill in the prompts. If one already exists, you do not need to create another. Just make sure this pack includes access to all classes the customer needs to register for.

​Then create your subscription. Click Subscriptions & Packs > Subscriptions > Create

Consider a description that explains the customer can't book past the renewal date to set expectations.

Choose your renewal cycle/cadence (ie., duration: 1 month) > under Auto-renewal settings, toggle on 'This subscription auto-renews'.

Under 'What this subscription can be used for', uncheck the 'select all' box so that no class templates are included.

Then submit.

From the Subscription Details page, double-check that no classes are included (one-off or templates). Then click Subscriptions/packs > Assign memberships.

Select your 10 pack > click 'Assign selected.'

Remember: only the pack should include classes/class templates. The subscription should not.

Click Customers > Customer List, search for the customer, and click their name.

You can find the customer's subscription renewal date on their profile under Overview.

Click Customers > Customer List > search for the customer and click their name > click the dropdown menu to the right of the subscription > click Edit.

From here you can:

When you're done, scroll down to save your changes.

Membership renewals work slightly differently for Direct Debit payments such as ACH, BACS, and BECS. Because these payment methods are asynchronous, meaning that we don't know whether the payment was successful or not immediately as it is for cards, we will keep the membership active after the renewal date without knowing whether the payment was successful or not. This means renewals fulfilled using direct debit may fail days after the expected renewal date.

To start, click Memberships > Subscriptions/Packs > Subscriptions

Name it > price it (for the monthly charge) > in Duration Settings choose 'absolute interval' for renewing subscriptions > choose one month. Note: 'specific interval' is for fixed start and end dates. Ex. January 1 - March 31.

Toggle on the 'auto renewal' setting.

At the bottom of the page, choose what this subscription can be used on.

Click Create, then choose whether to make it public from the Membership index page by clicking Subscriptions/Packs > then turning on the 'Featured at Checkout' toggle.

To see a customer's subscription renewals and payments, click Customers > Customer List > search for the customer and click their name.

To see subscription renewal dates and activity, click Activity > Subscriptions. Use the drop-down arrow just to the left of the dates to see a full breakdown.

To see a list of payments made for all purchases, click Payments (use the arrows to move right through the list of topics).

The most common reason for this is that someone's already paying for the subscription.

You'll see at the end of the text below that it says, 'This setting cannot be changed once there is at least one active sign-up.'

One path is to duplicate the subscription and keep everything the same except for that renewal setting -- flip that on. Then, you can transfer each individual from the old subscription to the new one.

Click Memberships > Subscriptions and Packs > Navigate to the subscription, click its dropdown menu, and duplicate it.

Scroll to Auto-renewal settings and flip this toggle on.

After saving the new subscription, navigate to the old one > Click on it and scroll to its customer list at the bottom > Click on the first customer.

To the right of the customer's subscription, you'll find a dropdown menu > Click it and select Transfer.

Select the new membership you just created > then choose your preference for timing of transfer and charging options.

Repeat this process until all customers have been transferred to the new one.

When a payment fails for a membership renewal, Momence schedules retries on specific dates to attempt processing the payment again. It also notifies the customer immediately when a payment fails, prompting them to update their card.

This gives customers multiple chances to fix payment issues before the membership is affected.

You can adjust the frequency of these retries in Settings > General Setup by scrolling to Membership Renewals. You can also choose whether a customer keeps their bookings when a renewal fails.

If all three re-run attempts fail, the membership will become inactive. This prevents customers from continuing to book or attend classes and appointments without payment.
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For customers on a contract, a negative balance will begin accumulating on their profile for the remainder of the contract duration. This ensures customers cannot exit a contract early and gives you full visibility of the total amount owed since the missed payment.

If needed, you can manually retry the failed payment or schedule additional re-runs at a later time by navigating to the customer profile > Activity > Renewal.

You can manually rerun a charge from a customer's profile by navigating to Activity > Renewals.

No. A staff member must do this using a staff account with permissions to perform freezes.

Customers do have some control from their profiles, though. This includes canceling their subscription (provided they've met any requirements for a minimum number of renewals before canceling becomes available). They can also transfer to another subscription.

Click Customers > Customer List > search for the customer and click their name > from their profile click the dropdown menu to the right of the subscription > Freeze.

Then choose when to freeze. You can have it start now or schedule it. You can even schedule when it will unfreeze.

Yes, the renewal date will change based on when the subscription is thawed. Unless you have enabled the 'preserve payment schedule' setting within the subscription.' See below for how this works.

This is a setting that lives within Renewal Settings of Subscriptions. It answers the question of: 'What happens when we unfreeze a subscription?'

If toggled on, it preserves the payment schedule, and the customer is charged the full subscription price on the same day they would normally be charged before freezing.

If toggled off, it auto-calculates the prorated amount they owe based on the freeze period.

If you hover over the question mark, you'll find a more in-depth explanation.

Momence allows you to freeze customers' subscriptions immediately for an indefinite period or schedule the freeze. You can even schedule when you would like the 'unfreeze' to occur if you have that information on hand from the customer.

Note: freezing will cancel all the customer's future bookings made with this subscription. All future bookings will be lost.

When a customer needs to freeze their membership, you can do this by clicking: Customers > Customer List > from Overview, locate the subscription and click the dropdown menu to the right > click Freeze

In the pop-up, you'll find options to freeze now or schedule the freeze for another day. The second row lets you schedule the unfreeze date if you know it.

To edit the renewal price of a subscription's entire list of subscribers at once, click Memberships > Subscriptions and Packs, click on the subscription.

Scroll down to the sign-up list > click the dropdown menu to the right of 'Contact this list'> click 'bulk edit active members'.

Here's how each option works.

Specific allows you to change all prices to a specific amount (ex., put 70 here and everyone's price will update to 70 every renewal).

Absolute allows you to increase or decrease the amount of everyones price by the number you put here (ie. $5 would look at everyones price and increase it by 5.

(-5 would decrease it by 5).

This is a helpful option if you have some customers that pay less. You'll effectively raise everyone's price by $5 here, but those customers will still pay less after this change. You can always fine-tune those customers' prices from their profile.

Relative works the same way but gives you a percentage option (ie., increase or decrease by 5%). Enter a negative number to decrease.

​​Bulk freeze allows you to quickly freeze all customers' renewals on this subscription's list.
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Note: To unfreeze each membership, you'll need to do this on a per-customer basis. (ie from their profile). There is no bulk unfreeze option at this time.

Sometimes memberships come with added benefits. You may have one membership linked to another via the 'what's included' section. Customers on this membership get benefits from both memberships.

Freezing the main membership simply prevents both memberships from being used until the main one is thawed. Thawing the main membership thaws the linked one as well.

No, by canceling the main membership, both memberships' renewals will be canceled.