Membership

Managing memberships

Memberships let you track and manage members at your venue. Members can get special pricing, access benefits, and be invoiced for their membership fees.

Viewing members

Your customer registry includes a Members tab that shows all customers with an active membership. You can filter by:

• Membership status – paid, unpaid, cancelled, pending
• Membership type – e.g. Senior, Junior, Student
• Family membership – filter by family membership status

Adding a membership to a customer

There are two ways to add a membership:

From the customer profile

1. Open the customer’s profile.
2. Click the plus sign next to the Membership header.
3. Select the membership type.
4. Set the start date, end date, and grace period.
5. Choose whether to send a notification to the customer.
6. Optionally include a payment link so the customer can pay online.
7. Click Save.

From the customer list

1. Go to Customers.
2. Select one or more customers.
3. Click Choose action > Add membership.
4. Choose the member type and settings.
5. Click Save.

Editing a membership

Open the customer profile and click the edit icon on the membership. You can change:

• Membership type
• Start and end dates
• Grace period
• Activation status
• Auto-renewal settings

Removing a membership

To end a membership, open the customer profile and click Remove on the membership. You will be offered a refund option if applicable. See Refund membership for details.

Bulk actions

From the Members tab, you can select multiple members and:

• Update prices – recalculate membership prices
• Set payment link active – enable payment links for unpaid memberships
• Send to NIF – sync membership data with the NIF federation (for Norwegian venues using NIF Members)

Family memberships

Family memberships let multiple customers share a single membership under one contact person who handles payment.

How it works

• One customer is designated as the family contact. This person receives the invoice or payment link for the entire family.
• Other family members are added to the same family group. Their individual membership orders are set to zero – only the contact’s order carries the total price.
• When the contact’s payment is completed, all family members’ memberships are marked as paid automatically.
• If your venue has a family maximum price configured, the total family membership cost is capped at that amount.

Good to know

• Only the family contact can pay via payment link.
• If the contact is removed from the family, the contact role is reassigned to another family member.
• Family memberships must be enabled for your venue. Contact MATCHi support if you do not see this option.

Membership statistics

The Statistics tab on the Members page shows a monthly breakdown of sold memberships over the last 14 months.

• Each row shows a facility (or a total row when viewing a facility group).
• Each column shows a calendar month with the number of memberships sold.
• Only fully paid or free memberships are counted. Refunded memberships are excluded.

For facility groups, the report shows one row per venue plus a total row at the top, so you can compare membership sales across all your venues.

Auto-renewal

When auto-renewal is enabled on a membership type, the system automatically creates a new membership period when the current one ends and charges the customer’s saved card.

Prerequisites

• The membership type must have Paid on renewal enabled.
• Your venue must have the Recurring membership feature activated.
• The customer must have opted in to automatic payment (Auto-pay).

What happens at renewal

1. The system checks for memberships ending today (runs hourly, more frequently on 31 December).
2. A new membership is created starting the day after the current one ends, with the same type and duration.
3. If the customer has auto-pay enabled, their saved card is charged automatically.
4. If payment succeeds, the new membership is activated immediately.
5. If payment fails, the customer receives a grace period (configurable per membership type) and a notification. The system retries payment daily until the grace period expires or the retry limit is reached.

Grace period on failed payment

When a renewal payment fails, the customer can still use their membership during the grace period. The number of grace days is set on the membership type under Renewal starting grace period. If the payment eventually succeeds, the grace period is cleared. If retries are exhausted, auto-renewal is disabled and the customer is notified.

Disabling auto-renewal

To stop a membership from renewing automatically:

• Open the customer’s membership and set Cancel renewal. The membership remains active until its end date but will not renew.
• See How to terminate memberships with automatic payment for details.

Payment link as alternative

If the membership type has Send payment link enabled, customers who do not have auto-pay receive a payment link by email so they can pay manually for their renewed membership.