Upgrade or Downgrade a Client's Membership

APPLIES TO: Admins

Last updated: May 14, 2026

As an Admin you are able to upgrade or downgrade a client's membership from their Client Profile page. 

Upgrade or Downgrade a Client's Membership

• Log in to your account and go to the Contacts from the left hand 
• Under the Clients tab, search for the client you need to cancel their membership and click on their name to navigate to their specific Client Profile Page
• You should see their Membership card underneath their name and email
• Click the three dot menu inside the membership card on the top right
• Select Upgrade/Downgrade from the drop down menu

• The Upgrade/Downgrade modal will populate for you to select a date to initiate the upgrade or downgrade. There are two options: 
  • End of Billing - Client will be enrolled in the new membership at the end of the current subscription's billing cycle and they will be charged on that date
  • Immediately - Client's existing membership is cancelled immediately and they're automatically enrolled and charged for the new membership today 
• Next you select a new membership for the client to be enrolled in once their current membership expires at the end of their billing cycle.

• Type to search or scroll through the list of memberships and select your desired upgraded or downgraded membership
  • Note: If the membership selected has multiple tiers, you will be asked to select a single tier for the client to enroll in
  • Note: If the membership selected has a join fee, you can use the checkbox next to Charge Join Fee to charge clients this fee when they enroll in the new membership

• Once you've made your new membership selection for the client you can click Submit
• You should receive a "Membership Change Confirmed" message once you submit your upgrade/downgrade selections
• If you select Immediately:
  • Refresh your software/app to see your successful upgrade or downgrade 
• If you selected End of Billing: 
  • Click the drop down arrow on the existing membership card to see the pending membership upgrade/downgrade along with the name of the membership selected
  • Once the billing cycle is complete and the existing membership subscription expires, the client will automatically be charged for the new (upgraded/downgraded) membership

Cancel a pending upgrade or downgrade (applicable for end of billing upgrade/downgrade)

• Log in to your account and hover over the navigation bar on the left, click Contacts
• Under the Clients tab, search for the client you need to cancel their membership and click on their name to navigate to their specific Client Profile Page
• You should see their Membership card underneath their name and email.
• Click the three dot menu inside the membership card on the top right.

• Select Cancel Pending Change from the drop down menu

• The Cancel Membership Change modal will populate with the details of the upgrade/downgrade previously selected
• Click Yes to cancel the Upgrade/Downgrade 

• Click the drop down arrow on the existing membership card to see the pending membership upgrade/downgrade is now removed
  
  

Things to note:

• Once an upgrade or downgrade is set the client will be automatically charged on the next billing date with their default card on file
• When the client is enrolled in the new upgraded or downgraded membership, their credits and/or benefits from the old membership will expire
• If the client's existing membership is a "one time" membership or a free membership you will not be able to upgrade/downgrade. You will need to cancel the membership and enroll them in a new membership via POS