Yes, you can!
You can choose whether they move immediately or at their next billing cycle date. The member does not need to approve or opt-in to the Plan move.
Some other important notes:
The new Plan must be targeted at the same audience (either an Internal Audience or an External Audience). Go here to learn more about how these two options differ.
You cannot move a member on an iOS Plan, only web and mobile web.
You will not be able to move members if they are on a Free Trial
If you move a member to a Plan with a Free Trial, then the Free Trial will be bypassed
If you move a member to a Plan with Screening Questions and/or Approvals then they will be bypassed
If you move a member from a Plan with Screening Questions, then the questions will be lost
If a member is moved from a Free to Paid Plan, they will automatically be charged in USD and will not have the ability to purchase in their local currency.
The member will receive notifications about the move that include the names of their previous and new Plan so we recommend naming your Plans so that this will make sense to them.
You will not be able to move members to or from a one-time payment Plan or token-gated Plan.
Members won’t be able to see the previous Plans they were on in their Personal Settings
How to Move a Member
As a Network Host, you can move a member to a new Plan by going to Network Settings > Plans and Payments > Plans and opening the members tab in the Plan Detail page.
In the three dot menu next to the member, you will see the option to “Move to Plan”:
The below screen will appear:
If you are moving a member from or to a Paid Plan, then you can choose to move the member either immediately or at the end of their billing cycle date.
If you choose immediately, then the member will receive a prorated refund of their previous subscription and will see those funds in their account in 5-10 business days.
If you choose to move them at the end of their billing cycle date, then they will be moved on that date.
You will also have the option to change a member’s billing interval from monthly to annual and vice versa if the Plan has those options.
After you click Submit, you will have the option to message the member about their new Plan, which will send them an email:
Here are all the different ways you can move members:
From a Free Plan to a Free Plan
From a Free to a Paid Plan
From a Paid Plan to a Free Plan
From a Paid Plan to a Paid Plan
Moving a Member from a Free Plan to Free Plan
If you move a member from a Free to Free Plan then:
You can only select for the move to happen immediately.
After the move, the following will happen:
They will receive an email, in-app and mobile push notifications (if enabled) that they were moved:
Moving a Member from a Free Plan to a Plan with No Payment Gates
If you move a member from a Free to a Plan with no Payment Gates then:
You can only select for the move to happen immediately.
After the move, the following will happen:
They will receive an email, in-app and mobile push notifications (if enabled) that they were moved.
Moving a Member from a Free to a Paid Plan
If you move a member from a Free to Paid Plan then:
You can only select for the move to happen immediately since there is no billing cycle date.
After the move, the following will happen:
The member will immediately see a message to enter their billing information and a red banner prompting them to update their billing information until they do so.
They will receive an email, in-app and mobile push notifications (if enabled) about the move and prompting them to enter their billing information.
They will remain on their Free Plan until they enter their billing information.
If the member doesn’t enter their new billing information after 7 days, then the move will be canceled and they will remain on the Free Plan.
If the member has a card on file (maybe for a different Plan) then the system will try the card:
Moving a Member from a Paid Plan to a Free Plan
If you move a member from a Paid to a Free Plan then:
You can only select for them to move on their billing cycle date.
After you submit the move, the following will happen:
They will receive an email, in-app and mobile push notifications (if enabled) letting them know they will move to their new Plan on their next billing cycle date:
Moving a Member from a Paid Plan to a Paid Plan
If you move a member from a Paid to a Paid Plan then:
The new Plan can be either higher or lower in price.
You can choose whether you would like to move them immediately or at their next billing cycle date.
If you choose to move them immediately, then they will receive a prorated refund of their previous subscription.
If you choose to move them at their next billing cycle date, then they will move on that date.
After the move, the following will happen:
If you choose to move them immediately, then they will receive an email, in-app and mobile push notifications (if enabled) about the move and that they were billed for the new Plan and refunded the remaining subscription to their old Plan.
If you choose to move them at the end of their billing cycle date, then they will receive an email, in-app and mobile push notifications (if enabled) about the upcoming move and that their subscription to their new Plan will begin on their next billing cycle date and the subscription to the previous Plan will end.
Paid to Paid Immediate Notification:
Paid to Paid, End of Billing Cycle Notification:
When a Card Requires Strong Customer Authentication
Sometimes a Plan move will require an additional step by a member to to authenticate or update their billing information.
In this age of fraud and higher levels of security, some credit card companies require verification of a new purchase. If a member has a SCA (Strong Customer Authentication) Card, they will need to verify the purchase before their card is charged.
What is SCA?
Strong Customer Authentication (SCA) is a European regulatory requirement to reduce fraud and make online and contactless offline payments more secure. SCA requirements are set out in the Regulatory Technical Standards or RTS. Banks must decline payments that require SCA and don’t meet these criteria.
When is Strong Customer Authentication required?
Strong Customer Authentication is required for new card purchases online. Moving a member to a different Plan is considered a new purchase so it requires authentication for an existing card whereas a Plan renewal doesn’t.
If you moved the member to a new Plan and SCA verification is required, the member will receive an email, in-app and mobile push notification (if enabled):
“Action Required: Please verify your billing information for your move to New Plan Name. Once your billing information is verified you will be subscribed to (New Plan Name)”
The member also sees a red banner prompting them to verify their billing when they log into their account. They have 7 days to verify the card details before the Plan move is canceled, and they remain on their existing Plan with an active status.
If the move is canceled you, as the Host, will receive an email, in-app and mobile push notification (if enabled) that the member’s payment failed and the Plan move was canceled.
If you have selected for the member to be moved at the end of their billing date cycle, and the move is canceled, they will have an additional 7 days on their previous Plan to update their card information. This will be a total of 14 day grace period.
Payment Failures and Cancellations
If you move a member to a Paid Plan and the payment fails, the member will receive an email, in-app and mobile push notification (if enabled):
The Host will receive an email, in-app and mobile push notification (if enabled) that the move hasn’t happened yet because the member needs to update their billing information:
The member will have 7 days to update their billing information before the Plan move is canceled.
If the move is canceled you, as the Host, will receive an email, in-app and mobile push notification (if enabled) that the member’s payment failed and the Plan move was canceled.
If you have selected for the member to be moved at the end of their billing date cycle, and the move is canceled, they will have an additional 7 days on their previous Plan to update their card information. This will be a total of 14 day grace period.
A member can cancel their Plan at any point in the move process. If they are in the process of changing their billing interval, the Host cannot override this and move them to a different Plan.
If a member tries to switch the billing cycle date for their Plan that is in a Pending Move state, they will be unable to do so.
Member Plan Status
The Plan’s Member list displays the status of each member, as detailed below:
Active
The member has an active membership for this plan.
Pending Move - Billing Cycle
The member will be moved at the end of the billing cycle date.
Pending Move
Once the member adds their billing information, they will be moved to their new Plan. This only occurs when moving members from Free to Paid Plans, or when a member has deleted their form of payment in their Personal Settings.
If a member does not verify their SCA purchase, they will be in a ‘Pending Move’ state until they authenticate and if they don’t take action, after 7 days the plan move will be canceled.
If a member is switched to a Plan but the payment fails (likely due to insufficient funds), they will not be switched to a new Plan. The switch will be canceled after 7 days and the Host must initiate the switch again.
Canceling a Plan Move
If you move a member to a new Plan and need to cancel the move, you can go to the three dot menu next to the member’s name and select “Cancel Plan Move”.
You will only see this option if:
The member is set to move at the end of a billing cycle
If you’re moving a member from a Free to Paid Plan and the member hasn’t entered billing info yet or hasn’t been charged
If payment has not occurred because of SCA Card verification or failed payment
You will see a notification pop up asking you to confirm the cancellation of the move:
If you continue to confirm the cancellation, then you will see an option to send the member a message as to why you’re canceling the move:
Whether or not you choose to send a message, your member will receive an email, in-app and mobile push notification of the move:
If you see a pop up that says that “We are unable to cancel the plan move” that means that you have chosen to move the member at the end of their billing cycle and they are an hour or less away from the Plan move.
If you have more questions and you can't find the answer in our Help Center, just click the 'Need Help?' button at the bottom right corner of your account to speak with our Customer Advocacy Team.