Membership FAQs

This article provides clear answers to common questions about the Membership Feature and processes. It's designed to help clubs understand how to manage memberships effectively.

1. Can the club choose a specific date for membership payments? No. Membership payments are automatically processed on the renewal date, which is based on when the player originally subscribed. This applies to all memberships: the renewal date is set at the time of subscription and renews automatically according to the membership's configured frequency (weekly, monthly, quarterly, or yearly).

1b. What payment frequencies are available for memberships? For memberships created after the Benefits update, clubs can choose the subscription period when setting up the membership: One-off, Weekly, Monthly, Quarterly, or Yearly.

For memberships created before this update, the payment frequency can only be annual or monthly, and it’s based on when the player originally subscribed.

2. Can the system pro-rate the membership fee? No. The first payment is charged automatically at the moment the player subscribes in the app. Subsequent payments are calculated dynamically based on that subscription date.

3. Can the club edit the price of an ongoing membership fee? No, the membership price fee can never be edited. They can always create a new membership with a different fee.

4. Can the club add a player to one membership from Playtomic Manager? Yes. Clubs can add a player to a membership directly from Playtomic Manager. Players can also purchase memberships themselves through the Playtomic app.

5. Can the club remove a player from a membership from Playtomic Manager? Yes. The club can revoke a membership from two places in Playtomic Manager:

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

Revocation is immediate. The club can choose to revoke only, or revoke and refund at the club.

6. Can the club set a terminating date for a player from a membership from Playtomic Manager? Yes. The club can set an expiration date for each individual player's membership directly in Playtomic Manager. The member will be removed from the benefit on this date.

7. If a player cancels their membership from the app, would they be billed on the next renewal date? No. This renewal date turns into a cancellation date when the player will no longer belong to the membership, but they belong until this cancellation date.

8. Can the club import users to one membership from Playtomic Manager? Yes. Clubs can import players to a membership using the CSV import in Playtomic Manager. 

9. Can the club edit the frequency of a membership fee once created? No.

10. Can the club delete a membership fee once created? No. They cannot delete a membership, but they can change the status from visible to hidden in the Benefits list, so this will no longer be visible for the users who don't belong to this membership. Keep in mind that the hidden status only prevents new players from enrolling in the membership, as it is hidden in the app. It does not terminate the existing subscriptions, and they will renew in the upcoming billing period as usual.

11. Can the club offer several payment frequencies for the same membership? No, they cannot. But they can create 2 memberships with the same benefits, but different payment frequencies.

12. Where can I check the members into a membership? In the Rewards and Offers menu, clicking on the Benefits tab. Open the membership and find the active members in the Members tab.

13. Where can I check the membership payments? In the Payments menu, every membership payment is displayed as soon as it is processed.

14. How can the players subscribe to a membership? Players can subscribe from the Memberships tab on the club page in the app. Clubs can also add players onsite directly in Playtomic Manager.

15. Can a user purchase a membership while belonging to a category? No, users can only have one group of benefits by club.

16. Can the user request a partial or a total refund? The club decides whether to provide a refund. Any refund must be handled manually at the club.

17. Are the memberships going to be sold via https://playtomic.io? No. Memberships can be purchased via the Playtomic app. Clubs can also sell them onsite and register the payment in Playtomic Manager, depending on the club's configuration.

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