Sell and redeem memberships across multiple venues (beta)

Your members shouldn't have to think about which venue they joined at. Multi-venue membership redemption lets members use their benefits at any eligible venue in your group — with benefits managed once at HQ and usage tracked centrally across all locations.

Set up the membership at HQ, choose which venues can sell and redeem it, and define the default benefits. Venues adapt what they offer locally, and your team redeems at POS or Venue Manager — or members redeem directly through online checkout.

Key concepts

A few concepts to understand before you set up.

• Membership benefits and discounts
  Membership benefits are the discounts and inclusions members receive — for example, free or discounted access to passes, activities, services or merchandise. 

  You configure benefits in the membership variations section of the product setup. Each variation has a Membership discount that defines what the member receives.

  Benefits defined at HQ become the default for all selected venues. Venues can customize what they offer locally — removing benefits they can't provide, or adding site-specific ones not in the HQ default.

• Home venue
  The home venue is where a member purchased their membership. 

  Their benefits, usage limits and discount rules come from that venue's membership product setup — and apply wherever they redeem across the group. If a member's home venue offers 20% off standard passes, that discount travels with them.

• Eligible venues
  Eligible venues are the managed venues you add to the Venues field in the HQ membership product setup. Only venues you select when setting up the membership can sell and redeem the membership — being part of your group isn't enough. After you save, each eligible venue needs to add the product to their products in Venue Manager before staff can start redeeming.

• Usage tracking
  Once configured for the membership product, usage counts are tracked across the whole group as a single shared counter — not per venue. 

  If a member has a monthly limit of five visits and uses two at Venue A, they have three remaining across all eligible venues — not three per venue. The count updates group-wide as soon as a redemption is recorded.

• Member status tags
  When staff search for a member at POS, they see one or more status tags:

  • CURRENT — the person is an existing guest of this venue (they may also be a member here).
  • VISITING — they hold a valid multi-venue membership from another venue in the group.
  • INELIGIBLE — they hold a membership that can't be redeemed at this venue.

  A guest can show more than one tag. An existing guest of your venue who also holds a multi-venue membership from another venue will show both CURRENT and VISITING.

How multi-venue memberships work

Think of HQ as the default template. Venues inherit it and adapt it to match what they actually offer.

1. HQ creates the membership product, selects multi-venue redemption, and selects the eligible venues.
2. Each eligible venue adds the HQ membership to their product list in Venue Manager and reviews the default benefits. They inherit the HQ membership as a baseline — the default set of benefits that applies across the group.
3. Venues customize locally — removing benefits they don't offer, or adding venue-specific extras not in the HQ default.

When a member visits any eligible venue, staff search for them at POS. A status tag — CURRENT, VISITING, or INELIGIBLE — tells staff whether the member's benefits can be redeemed at this venue. 

A member shows as INELIGIBLE if the venue isn't in the eligible list. 

Usage counts accumulate across all eligible venues — members share one counter, not one per venue.

Manage benefits across venues

Choose the model that fits your operational reality.

Approach	When to use	Pros	Watch-outs
Keep benefits consistent across all venues.	Your venues have the same experiences and offerings.	Simple to manage. Consistent member experience.	Only works if every venue truly offers everything.
Venues remove what they don't offer.	Venues vary in activities, stock or services.	Accurate per location. Reduces member confusion.	Requires ongoing updates when availability changes.
Venues add unique extras.	A venue has additional offerings not shared group-wide.	Enables local differentiation. Improves member value.	Keep benefit names consistent so members understand what's included where.

Example: bowling group

A bowling group has four venues. All share bowling and a food offer. Two have an arcade; merchandise stock varies; one has an escape room the others don't.

Set up a multi-venue membership at HQ

For: HQ operators

1. From Venue Manager, go to Products.
2. Open the membership product you want to make available at multiple venues or create a new one.
3. In the HQ section, select the Multi-venue redemption checkbox.
4. In the Venues field, enter the venues or venue tags where members can purchase and redeem their benefits.
5. Set up your Membership variations. For each variation, configure the Membership discount with the benefits you want to offer across venues. See Create a recurring or fixed-price membership product for variation and discount setup details.
6. Select Save.

The membership product is now available to the venues you selected. Each venue can add the HQ product to their venue,  and if needed and with the right venue and staff permissions, adjust the qualifying products to match what they actually offer.

Add and customize the membership at a venue

For: managed venue staff

Two permissions need to be in place before you can add or edit the membership:

• Venue permission — HQ controls which product settings your venue can edit. If fields appear greyed out when venues add a product, they do not have permission to edit those settings. See XYZ.
• Staff permission — venue staff need Can edit products to add and customize the membership. See XYZ.

Venues inherit the HQ membership as a baseline. They can remove discounts they don't offer, or add venue-specific membership discounts not in the HQ default.

1. From Venue Manager, go to Products > All products.
2. Select Add managed product at the top right.
3. Choose the HQ membership product from the list.
4. Keep Sell selected for each variation you want to make available at this venue.
5. Review the Membership discount for each membership variation. Deselect Sell for any discounts your venue can't offer, or add venue-specific discounts not included in the HQ default.
6. Complete any local setup (eg waivers, resources, operating hours).
7. Select Save.

Common pitfalls

• Too much customization — the more each venue diverges from the HQ baseline, the harder it is to deliver a consistent member experience. Only customize when there's a real operational reason.
• Inconsistent benefits — if shared benefits have different discounts, names, or limits across venues, members get confused. Align before you publish.
• Updating benefits over time — there's no resync. If you change the HQ baseline after venues have customized, each affected venue needs to update their own setup manually.

Redeem a membership at POS

For: POS staff

When a member visits from another venue, search for them and check their status tag before redeeming. See Member status tags above for what each tag means.

1. From POS, go to Search and select the Members tab.
2. Search for the member by name, email or membership number.
3. Check the label on the member's result:
   • CURRENT — the person is an existing guest of this venue.
   • VISITING — they hold a valid multi-venue membership from another venue.
   • INELIGIBLE — they hold a membership that can't be redeemed at this venue.
4. Select the member to open their record.
5. For visiting members, select View benefits to review what they're eligible for.
6. Select Redeem membership to apply the benefits and continue with the booking.

If the member shows as INELIGIBLE, their benefits can't be redeemed at this venue. You can still use their details to create a booking — they just pay the standard price.

A person can show more than one member label. For example, an existing guest of your venue who is also a visiting member from another venue will show both CURRENT and VISITING.

Avoid duplicate guest profiles

When you redeem a visiting member's benefits, ROLLER looks for a guest with the same email at this venue. If one exists, that record is used for the booking. If not, a new guest record is created from the member's details. Either way, no duplicate is created.

Other ways to redeem

Members can redeem their benefits without coming through POS.

Through Venue Manager

When members contact the venue to book, staff can make a booking for the relevant product and enter the member's membership number to apply their discount. Learn more

Through online checkout

The member enters their membership number at checkout and their discount is applied automatically. Learn more

Troubleshooting

HQ benefits aren't appearing at a managed venue. 
Benefits may have been removed by the venue after the product was added. Open the membership product setup in the affected venue and re-add the missing discounts manually.

Removing an HQ benefit at venue level. 
Open the membership product in the venue's product setup and delete the discount. After this, visiting members can no longer redeem that benefit at this venue.

A warning appears when loading the HQ product. 
The venue doesn't have the products needed to fulfill the membership's discounts. Add the missing products to the venue first, then return to the membership. See Add HQ products to managed venues to learn more.

There's no option to resync benefits to HQ. 
Each benefit change must be made manually at each venue, one at a time.

FAQs

Can members use their membership at any venue in my group? 
Only at the venues you selected in the HQ product setup. Adding a venue to your group doesn't automatically give it access — you need to add it to the Venues field on the membership product, and that venue needs to add the product to their catalog.

What are membership benefits? 
Membership benefits are the discounts and inclusions members receive when they redeem — for example, free passes, discounted activities, or money off merchandise. They're configured in the Membership variations section of the product setup at HQ and inherited by each venue as a default.

Where is a member's home venue? 
The home venue is where the member purchased their membership. That venue's product setup determines their benefits and discount rules — including when they visit other venues.

Why is a visiting member showing as ineligible? 
Either the membership doesn't have multi-venue redemption enabled, or this venue isn't in the eligible list. The member can still book at the standard price.

Do usage limits reset between venues? 
No. Usage is tracked as a single shared counter across all eligible venues. If a member has used three of five monthly visits, they have two remaining across the whole group.

Can I revert a venue's benefits to match HQ? 
No. There's no resync. Each benefit change must be made manually at the venue level, one at a time.

Can the same person be a current and visiting member? 
Yes. If they're an existing guest of your venue and also hold a valid multi-venue membership from another venue, they'll show both CURRENT and VISITING tags.

A venue can't edit the membership — fields are greyed out. Why? 
Their HQ has restricted editing of membership settings for that venue. The venue administrator needs to update venue permissions in the HQ account. See HQ venue permissions by feature.

Learn more

• Redeem memberships at POS — how to search for members, check their status and apply benefits at POS
• Redeem a membership in Venue Manager — how to apply a membership number as a discount when creating a booking in Venue Manager 
• Sign in and use online accounts — how members use their membership number to redeem benefits at online checkout 
• Create a recurring or fixed-price membership product — how to set up membership variations and configure the Membership discount that defines member benefits 
• Add HQ products to managed venues — how managed venues add HQ products in the correct dependency order before adding the membership 
• HQ venue permissions by feature — what HQ can lock or allow for managed venues, including membership settings 
• Permissions by feature and role — default staff permissions by system role, including Can edit products and Can manage memberships 
• HQ vs managed venue: Implementation guide — how HQ and managed venue accounts work together and how to set up your group