Update payment details for a recurring membership to prevent failed payments and keep the membership active without interruption. You can do this from POS or Venue Manager.
We’re making this change to meet PCI security standards and reduce your venue’s exposure to cardholder data — keeping member data safer and lowering fraud and compliance risk.
There is no change to the POS workflow — continue to update cards at POS as usual. Jump to the section Update payment details in Venue Manager below to learn more.
How recurring payments work
| Credit card authorization |
When manually entering a member's credit card details, a $0 authorization may be performed and then any outstanding payment in arrears may be collected. Secure update links don’t take payment at the time of update — the new card is used for the next scheduled recurring payment after the member submits the form. See the section Update payment details in Venue Manager below to learn more. |
| Recurring payment dates |
The member's future recurring payments will continue to transact on the membership anniversary date. If a monthly membership was purchased on 12 June and the card is updated on 25 June, the next payment is still 12 July. |
| Reactivating a membership |
If a member has reactivated a monthly recurring membership, and new credit card details are added to the booking, the first recurring payment for the reactivated membership should automatically be charged. Then it should continue to take recurring payments on this new date. For example, if the membership is reactivated on May 12, payment will be charged on that day, and the next payment is on the same day for the following month, June 12. |
Update payment details at POS
To update the credit card details for a recurring payment membership at POS, follow the steps below.
From POS:
- Search for the member by typing in the membership holder's name or membership number.
- Select the membership from the search results.
- Review the membership details page (a notification is displayed if the membership is currently suspended due to a payment failure).
- Select the Update payment details button at the bottom right of the screen.
- Swipe a credit card via the card terminal to authorize recurring payments.
The member’s new card details will be used for the next scheduled recurring payment.
If the membership is Terminated (not Suspended), select Reactivate membership at the bottom right of the POS screen:
If the saved payment details are valid, payment is taken immediately and the membership becomes active.
If the saved payment details are invalid, swipe a new card and confirm payment to reactivate.
Update payment details in Venue Manager
During the rollout, venues will see either manual card entry or the secure update link workflow, depending on their rollout stage. Once rollout is complete, manual entry in Venue Manager will no longer be available, and all venues will use the secure link workflow.
To update payment details for recurring memberships:
- From Venue Manager, use the search bar in the main menu to find the member (name, email, phone number or membership number).
- Open the membership booking from the search results.
- Select the Payments tab.
- Select Update payment details.
- Follow the option shown on your screen.
If you see fields to enter card details (manual entry)
This means secure update links are not yet available at your venue. You can continue entering card details manually until your venue moves to the secure link workflow below.
Enter the new card details.
Select Update payment method to save.
If you see options to send a secure link (Email or SMS)
This means manual entry has been replaced by a secure link. Staff can no longer enter or record card details on the member’s behalf.
Choose Email or SMS.
Confirm and enter the email address or phone number.
Select Send request.
Ask the member to open the link and update their card details on the secure payment page (while you stay on the call or later).
You can check the membership booking’s activity stream to track when the link is sent and when the member submits their update.
Fees apply for payment links sent via SMS. A fee applies per payment link sent via text/SMS, and the fee differs based on the venue country and billing currency. See the guide Text/SMS fees.
What happens after you send a secure update link
The member receives an email or SMS with a secure link. They open the link, enter their new card details on a secure payment page, then submit the form to save the new payment method.
If the member can’t find the message, you can resend the link.
You can customize the email template (eg branding, language and member instructions) in Venue Manager. Go to Settings > Design > Email templates. You can't customize the SMS/Text message.
Help members update their card details
If you’re speaking to a member on the phone:
Let them know you’ll send a secure link so they can update their card details themselves.
Ask them to open the link while you stay on the call, if they can.
Confirm that the member must enter their own card details on the secure payment page. Staff cannot enter or record card details.
Reassure them no payment is taken during the update. The new card is used for future recurring payments.
If they can’t complete it now, let them know they can use the link later at a time that suits them.