Upgrading or Downgrading Memberships

Memberships can be downgraded or upgraded from one template to another without canceling the previous membership. This can be done by editing the client's membership in their profile. In this article, we will walk through the steps to upgrade or downgrade a client's membership. 

Things to know:

• This feature is controlled by a hidden setting that only the MyTime team can enable. To enable the hidden setting, please contact our Support Team at support@mytime.com.
• Membership upgrades or downgrades are only applicable to memberships with an indefinite contract term and a monthly billing cycle, whether they are local or global memberships.
• When a membership is upgraded or downgraded:
  • The new benefits and price take effect on the subsequent charge date, so the current membership remains active until the next billing cycle.
  • Credit buckets will be consolidated if the credits apply to the same items. This consolidation will be reflected in the membership credit audit trail with the entry "#[number] Service and Product Credits Merged" in the "Applicable For" column.
  • If a membership does not include rollover credits, all credits from the old membership will expire, and new credits will be created under the new membership.
  • For memberships that include rollover credits, the existing credits will remain active for their original validity period, and new credits will be added under the updated membership. Additionally, if an upgrade, downgrade, or scheduled update occurs and the original credit bucket is no longer available, a refund will be issued for any applicable credits.
  • If a custom charge date is applied to a current membership and that membership is upgraded or downgraded, the custom charge date will carry over to the new membership. For example, if a client purchased a Volume Membership on 01/12/23 and set a custom charge date of 04/15/23,  and then upgraded to an Elite Membership on 04/06/23, the next charge date for the Elite Membership will be 04/15/23.
• If a change is pending, the option to upgrade or downgrade the membership will not appear on the client’s profile.
• For accounts with the family member feature enabled, upgrading or downgrading between memberships designated for individual family members and memberships covering all family members will not be allowed. An error message will be displayed stating, "It is not possible to upgrade or downgrade between all family members and individual family member memberships." The same restriction will apply to pet businesses, such as upgrading or downgrading from all pet memberships to individual pet memberships.

Once the hidden setting is enabled, to upgrade or downgrade an existing client's membership:

1. Navigate to the Client tab
2. Locate the desired client 
3. On the client's profile, scroll down to the Memberships section
4. Expand the arrow on the right next to the membership status
5. Select the "Edit Membership" button                                                                                                                       
6. Click "Change" next to the membership's name at the top of the "Edit Membership" modal                          
7. Select the new membership from the list (this list will only include indefinite memberships)
8. Save                                          
9. A confirmation message will appear with the changes made and the start date for the new membership    
10. Click Close                                                       
11. Save the "Edit Membership" modal to be redirected to the client's profile

The membership upgrade/downgrade can be canceled before it takes effect, as long as it is done before the next charge date. Simply click the "Cancel" link next to "Changing to: "New Membership" to cancel the change.

For more information contact us at support@mytime.com.