membership-tracker

When to use it

• New member sign-up — Onboard the member into the system, set up billing, issue access credentials, trigger the welcome sequence
• Renewal reminder — Annual plan member approaching renewal; send the 30-day reminder, capture commitment
• Freeze request — Member asks to freeze (sabbatical, injury, extended travel); apply the freeze with correct terms and billing suspension
• Unfreeze — Member returns from freeze; reactivate billing and notify staff
• Cancellation — Member cancels; capture exit reason, process final settlement, trigger win-back sequence
• Plan upgrade or downgrade — Member wants to change their membership tier; apply the change with proration
• Guest pass allocation — Member wants to bring a guest; record the guest pass use and notify the guest's entry
• Family plan management — Adding or removing a dependent from a family plan; update all related records
• Monthly membership roster report — Active members by plan tier, location, and status for management reporting
• Member data correction — Wrong name, email, or contact details recorded; update and document the change

Mistakes to avoid

1. Not extending the contract end date when applying a freeze — If a member on a 12-month contract freezes for 2 months, their contract end date must be extended by 2 months. Failing to do this means their contract ends 2 months early and they have no obligation to continue — and may claim they were illegally cancelled.
2. Processing a cancellation without capturing the exit reason — The exit reason is the single most valuable data point for understanding why members leave. Staff fatigue, awkwardness, or time pressure are not valid reasons to skip this. Make it a required field in the system.
3. Running billing for frozen members — A freeze must stop billing. If your billing system runs on an automated schedule and your freeze process requires a manual step, you will eventually bill a frozen member. Build a freeze calendar and always double-check billing runs against the frozen account list.
4. Not setting up the 90-day win-back task at cancellation — A cancellation without a future re-engagement task is a missed retention opportunity. The optimal win-back window is 60-90 days post-cancellation, when the member has had time to feel the absence but hasn't yet settled into a new routine.
5. Mixing up guest pass freezes and membership freezes — Guest passes are separate from membership status. A frozen member cannot use guest passes (frozen = no access), but a guest pass freeze (member wants to pause their guest pass allocation) is a different action with different billing implications.
6. Family plan pricing not updated when members are added or removed — Family plan pricing is tiered by number of occupants. Every add or remove must trigger a plan price recalculation and confirmation to the primary account holder.