Manage member lifecycle and subscriptions

Who this is for

This guide is for desk staff, managers, and owners answering two questions about one person: what are they paying for, and what are they enrolled in.

Those are genuinely separate. Roster placement is separate from household billing. Someone can be on a class roster without a subscription, and can be paying for a subscription without being on a roster this term. Neither implies the other.

You need the members.change permission to make changes here.

Before you begin

• Know that money belongs to the household, not the member. Payment methods and invoices live on household billing, and a subscription connects a plan to the people it covers and to the profile that pays.
• Know which you actually need. If a parent asks "why was I charged", that is billing. If an instructor asks "is she in the Tuesday class", that is enrollment.
• Know that the member's own Details tab now shows both: Program enrollment and Billing. It is where you read state and start most changes. Who pays, payment methods, and invoices live on the household's Billing tab.

Steps

1. Click Members in the left navigation, click the person, then click the Details tab; see Maintain member profile and notes.

What they are enrolled in

2. Read Program enrollment, which carries the reminder Roster placement is separate from household billing. It has two lists: - Current enrollments, one row per live placement: the program name, Enrolled date, and a status badge. With none, it says This member has no current program enrollments. - Enrollment history, the placements that have ended, each with its enrolled and ended dates and how many events were recorded. With none, it says No previous program enrollments.
3. Click Add or move enrollment to place them on a roster or move them between programs. The wizard asks which program, then whether this is an addition or a move, and shows what the choice will do before you confirm; it finishes as Enroll member or Change program. See Manage the enrollment queue for the full enrollment walkthrough.
4. Click Edit enrollment beside a current row to change its status or to schedule an end date, and to cancel a scheduled end you no longer want. Ending an enrollment closes the roster placement on the studio calendar; household billing is not touched.

What they are paying for

5. Read Billing. There is one card per covering subscription: the plan name and amount on the first line with a standing badge beside it (Active, Trial, Ending, Billing paused, Payment issue, Waiting for payment, Ended, or Not linked to Stripe), then the rows Covers, Paid by, Collection, and Next cycle. Paid by names the billing profile and reads No payment method on file when there is none. Collection reads Charge card on file or Email invoice, with a no card badge when a card-on-file plan has no card. With no covering subscription the heading still appears, with nothing beneath it.
6. Act from the card's quiet action line where your permissions allow: Change plan, Pause billing or Resume billing, Change beside Covers to add or remove a covered person on a shared plan, and End subscription (Remove, on a shared plan).
7. Click Create subscription beside the Billing heading to start a new one for this household, or Household → to reach the household's Billing tab: who pays, every subscription, and invoices. That is where money questions are answered; see Create a household subscription for the full walkthrough.

Expected outcome

Details shows this member's current state on both sides: every program they are enrolled in and every placement that has ended, and every billing subscription that covers them, each with its resulting state rather than a promise. A missing waiver or a covering subscription with no payment method also appears as a required item on Overview, with a count badge on the tab; see Maintain member profile and notes.

The boundaries hold. Enrolling somebody does not charge anybody, and ending an enrollment does not stop a subscription. Payment methods and invoices stay on the household, reached through Household → beside Billing.

Recovery

If a subscription you expected is missing, check the household rather than this member. A subscription covers people, and it may be attached to a sibling's household or to a profile you are not looking at.

If a family says they are paying but the member shows no covering subscription, follow Household before creating a second one. Creating a duplicate subscription is a money-moving mistake that is harder to unwind than to avoid.

If somebody is in class but Current enrollments is empty, they are attending without being enrolled. Fix it through Add or move enrollment so rosters and attendance agree.

If a subscription card says Not linked to Stripe, the amount shown is the plan rate, not a confirmed charge. Do not quote it to a family as what they pay until the link completes.

If you followed an old /subscription, /enrollment, or /membership link and landed on Details instead, that is expected: those tabs were folded into Details.

If the actions are missing, your role does not carry members.change, and Program enrollment says so plainly. Billing actions need billing permission separately. You can still read both sides.

Related guides

• Maintain member profile and notes — the Details tab this guide expands on, and the member's Overview, where a billing or waiver gap surfaces as a required item.
• Create a household subscription — create the household subscription that covers this person.
• Manage the enrollment queue — place them on a roster, or take them off one.