This article will guide you through troubleshooting a client's membership status in ClubReady. If a client is appearing as inactive or showing as a prospect when they should be an active member, the steps below will help identify and resolve the cause.
Content:
Before You Begin
Make sure you have the following before getting started:
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Permissions required:
- Club Setup - Can Access Setup
- Club Setup - Can Access Sales Packages Setup
- Club Setup - Can Access Sales Settings
- Prospect Management - Can Access Prospects Lookup
- Member Management - Can Access Client Options
Troubleshooting Steps
1. Check the Type of Sales Package: Membership status in ClubReady will only update when a client purchases a Membership package. Confirm that the package being purchased is set to the correct package type.
Navigate to Setup > Sales > Sales Packages and locate the package. Check the icon indicator to the left of the package name:
- M — Membership package
- S — Services package
- M+ — Membership Add-On package
If the package is not set to M, the purchase will not update the client's membership status.
2. Check the Client's Membership Expiration Status: Navigate to Members > Lookup the Member > All Details. The client's current status will appear beneath their profile picture. If the client is no longer active, the status will display as Membership Ended followed by the date the membership expired.
Review the expiration date and update it if needed by clicking the edit pencil next to the Status field.
3. Check Your Sales Settings: The Membership Expiration For Month-to-Month setting controls how a member's expiration date is extended and can affect whether a member goes inactive.
Navigate to Setup > Sales > Sales Settings > General Tab > Membership Expiration For Month-Month to review the current setting:
- Extend With Invoice Creation — The expiration date advances automatically each time a new invoice is generated, regardless of payment status.
- Extend With Payments — The expiration date only advances when the member pays their invoice.
If Extend With Payments: is selected, navigate to Prospects/Members > Agreements > Full Details > Invoices and confirm the client has paid their most recent membership invoice and is not showing as past due. If a membership invoice was not paid within the package duration period, the client may have gone inactive.
4. Check for Incorrectly Merged Profiles: If a client has multiple profiles in the system, an incorrect merge may cause them to appear as a prospect rather than a member.
When merging profiles, always initiate the process from the profile you want to keep. For example, if the client has both a Prospect and a Member profile and you want to keep the Member profile, navigate to Members > Lookup the Member > All Details > General Tab > Merge Another User With This User.
Note: If a merge is performed incorrectly it cannot be reversed. See the steps below to resolve an incorrect merge.
Resolving an Incorrect Merge: Navigate to Prospects/Members > Lookup the Profile > All Details > Edit Pencil next to Status. From the Edit Membership Status page, update the Member Since Date and Membership Expiration Date to reflect the member's active agreement.
5. Check if the Member Was Manually Converted to a Prospect: It is possible that a staff member manually selected the option to convert the member back to a prospect. Navigate to All Details > General > Edit Membership Status to review the client's current status and restore their membership dates if needed.
Frequently Asked Questions
Q: A client purchased a package but is still showing as a prospect. What should I check first?
A: Confirm that the sales package they purchased is set to the Membership package type (M) under Setup > Sales > Sales Packages. If the package is set to Services (S) or another type, the purchase will not update the client's membership status.
Q: A member went inactive after not paying on time. How can I restore their active status?
A: If your Sales Settings are configured to Extend With Payments, a missed or late payment will cause the member to go inactive. Once the past due invoice has been paid, verify whether the expiration date has updated. If not, manually adjust the Membership Expiration Date by navigating to All Details > Edit Pencil next to Status > Edit Membership Status.
Q: How can I tell if a merge was performed incorrectly?
A: If a member is appearing as a prospect after a merge, this is a common indicator that the merge was initiated from the wrong profile. Navigate to the client's profile and check the Edit Membership Status page. If the Member Since Date and Membership Expiration Date are missing or incorrect, update them to reflect the member's active agreement to restore their membership status.