Membership FAQs

This article answers common questions about the Membership Feature in Playtomic Manager, so clubs can set up and manage memberships with confidence.

Payments and pricing

1. Can the club choose a specific date for membership payments?

No. Membership payments are processed automatically on the renewal date. The renewal date is set when the player subscribes, and the membership then renews automatically based on its frequency (weekly, monthly, quarterly, or yearly). Memberships set to One Time are charged only once.

2. What payment frequencies are available for memberships?

Clubs can choose from these frequencies when setting up a membership: One Time, Weekly, Monthly, Quarterly, or Yearly.

3. Can the club offer several payment frequencies for the same membership?

Yes. A single membership can have several pricing options, for example monthly and yearly. Players choose the option they prefer when they subscribe.

To add a pricing option, see question 6.

4. Can the system pro-rate the membership fee?

No. The first payment is charged when the player subscribes. Later payments follow the renewal date set by that first subscription.

5. Can the club edit the price of a membership?

Yes. Clubs can edit or delete the price of a membership from the membership's Type tab. Before the change is saved, Playtomic Manager shows a Confirm pricing changes message explaining how members are affected:

• Edited commitments apply only to new members.
• Edited prices apply to new members and to future bills of existing members.
• Deleted prices are no longer available to new members.

Clubs can also set a different price for a specific member. This can be done when adding the member to the membership, or later:

1. Open the membership benefit.
2. Go to the Members tab and find the member.
3. Click the three dots menu on the right and select Billing details.
4. Find the fee you want to change, click the three dots menu on the right, and select Edit price.
5. Enter the new price. You can also add an optional private note.
6. Click Save.

6. Can the club edit the frequency of a membership fee once created?

No, the frequency of an existing pricing option can't be edited. However, the club can delete a pricing option and create a new one.

To delete a pricing option, open the membership's Type tab and click the trash icon next to it. A pricing option can only be deleted if no active members are using it. If members are still using it, Playtomic Manager shows this message: "Can't delete price configuration. An active membership uses this price configuration. Remove the related membership before deleting this configuration."

To create a new pricing option:

1. Open the membership benefit and go to the Type tab.
2. Click Add pricing option.
3. Choose the frequency: One Time, Weekly, Monthly, Quarterly, or Yearly.
4. Enter the amount due.
5. Click Update.

New members will see the new pricing option when they subscribe.

7. Where can I check membership payments?

In the Payments menu. Every membership payment appears there as soon as it's processed.

8. Where can I check the paid and pending fees of a specific member?

You can see each member's fee status in their billing details:

1. Open the membership benefit.
2. Go to the Members tab and find the member.
3. Click the three dots menu on the right and select Billing details.

Here you'll see the fees that member has already paid and the ones still pending.

9. Can a player request a partial or full refund?

The club decides whether to give a refund. Any refund must be handled manually at the club.

Managing members

10. How can players subscribe to a membership?

Players can subscribe in two ways:

• In the Playtomic app: from the Memberships tab on the club's page.
• On the website (playtomic.com): by going to the club's page and scrolling down to the Memberships section.

Players can only subscribe in the app or on the website if the membership is set to Visible in its Type tab. Clubs can also add players directly in Playtomic Manager.

11. Can the club add a player to a membership from Playtomic Manager?

Yes. Clubs can add players to a membership directly from Playtomic Manager. Players can also buy memberships themselves in the Playtomic app or on playtomic.com.

12. Can the club import players into a membership?

Yes. Clubs can import players into a membership using the CSV import in Playtomic Manager.

13. Where can I see the members of a membership?

1. Go to Rewards & Offers and open the Benefits tab.
2. Open the membership.
3. Go to the Members tab to see all active members.

14. Can a player belong to more than one benefit at the same club?

No. A player can only belong to one benefit per club at a time. This applies to both types of benefits:

• Benefits assigned by the club
• Benefits sold as a membership

For example, a player who already has a benefit assigned by the club can't buy a membership at that same club until they're removed from their current benefit.

15. Can the club remove a player from a membership in Playtomic Manager?

Yes. The club can revoke a membership from two places:

• From the customer profile → Benefits tab
• From the membership → Members tab

Revocation takes effect immediately. The club can choose to revoke only, or to revoke and refund at the club.

16. Can the club set an end date for a player's membership?

Yes. The club can set an expiration date for each member in Playtomic Manager. The player is removed from the benefit on that date.

Cancellations

17. If a player cancels their membership in the app, will they be charged on the next renewal date?

No. When a player cancels, their next renewal date becomes their cancellation date. They keep their benefits until that date and aren't charged again.

To see which members have asked to cancel, check the benefit history (see the next question).

18. How can I see if a member has asked to cancel their membership?

As soon as a member cancels from the app, a Cancellation requested entry appears in the benefit history, with the date and who requested it.

This means the member intends to leave, but the cancellation hasn't taken effect yet. They keep their benefits until the end of the period they already paid for. This gives you time to reach out, understand why they're leaving, or offer them an alternative.

To check the benefit history:

1. Go to Rewards & Offers and open the Benefits tab.
2. Click the clock icon on the right side of the screen.
3. The Benefits history tab opens, showing each member's membership activity row by row.

Good to know: cancellations requested before this feature was released don't appear in the history.

Visibility and status

19. Can the club stop selling a membership online?

Yes. In the membership's Type tab, change the status from Visible to Hidden. Hidden memberships no longer appear in the app or on the website for players who aren't members, so no new players can join.

Keep in mind: hiding a membership doesn't end existing subscriptions. Current members keep their benefits and will continue to be billed at their next renewal as usual. You can switch the membership back to Visible at any time.

20. Can the club delete a membership?

No, memberships can't be deleted. However, the club can change a membership's status from Active to Inactive, and back again, using the toggle in the Status column.

To deactivate a membership:

1. Go to Rewards & Offers and open the Benefits tab.
2. Find the membership in the Benefits List.
3. In the Status column, slide the toggle to the left.
4. A message appears: "Deactivate benefit? You are about to deactivate this benefit. All current members will be removed and will lose access to their perks immediately."
5. Click Confirm. The toggle turns grey and the status changes to Inactive.

To activate it again, slide the toggle to the right. A message appears: "Activate benefit? If you activate the benefit, it will be available to customers." Click Confirm. The toggle turns blue and the status changes back to Active.

Good to know: Hidden and Inactive are different. Hiding a membership only stops new players from joining, while deactivating it removes all current members immediately.

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