Yes, you can! As a Host, you can move members between Plans to fit their needs or your Network’s goals. This includes moving members between Free Plans, Paid Plans, and Access Plans. Here’s everything you need to know to make this process simple.
What to Know Before Moving a Member
Here are some key points to keep in mind:
Immediate or Billing Cycle Move:
You can choose to move members immediately or at their next billing cycle date.
Members do not need to approve or opt-in to the move.
Plan Requirements:
Members on iOS Plans or Free Trials cannot be moved.
Free Trials and Screening Questions on the new Plan will be bypassed.
If you move a member from a Plan that includes Screening Questions, their answers to those questions will no longer be saved or accessible.
Members cannot be moved to or from a one-time payment Plan or token-gated Plan.
Billing Details:
If moving from a Free Plan to a Paid Plan, members must enter billing info within 7 days, or the move will be canceled.
Payments are processed in USD for Paid Plans, and local currency options are not available.
Notifications to Members:
Members will receive notifications (email, in-app, or push) about the move, so it’s important to name Plans clearly.
Plan History:
Members won’t see their previous Plans in their "Personal Settings".
How to Move a Member Between Plans
Here’s how you can move members in just a few steps:
Go to Admin Settings:
Navigate to Admin > Plans > Plan List.
Open the Members tab for the Plan the member is currently on.
Select “Move to Plan”:
Click the three-dot menu next to the member’s name.
Choose Move to Plan from the dropdown menu.
Choose the New Plan:
Select the Plan you want to move the member to.
Decide When to Move:
Immediately: The member will be moved right away. Any unused subscription time will be refunded (5–10 business days).
At the Next Billing Cycle: The move will happen on the member’s next billing date.
Finalize the Move:
After clicking "Submit", you’ll have the option to send the member a message about the move.
How Plan Moves Work for Different Scenarios
1. Moving from Free or Access Plan to a Free or Access Plan
Moves happen immediately.
Members will get notifications confirming the move.
2. Moving from Free or Access Plan to Paid Plan
Moves happen immediately.
If the member has a card on file for a different plan, the system will attempt to charge that card.
If the member doesn't have a card on file, they will need to enter billing information to activate the new Plan.
If billing info isn’t added within 7 days, the move is canceled.
3. Moving from Paid Plan to Free or Access Plan
Moves happen at the end of the billing cycle.
Members will receive notifications about the upcoming move.
4. Moving from Paid Plan to Paid Plan
The new Plan can have any price—higher, lower, or the same as the current Plan.
Moves can happen immediately or at the end of the billing cycle.
If moved immediately, the member will receive a prorated refund for their current subscription.
Immediate move notification:
End of billing cycle notification:
Handling Payment Issues or Special Scenarios
Strong Customer Authentication (SCA) Requirements:
If a member’s card requires SCA verification during a Plan move, here’s what happens:
The member will receive a notification via email, in-app, and mobile push (if enabled) with the following message:
“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].”When the member logs in, they will also see a red banner prompting them to verify their billing information.
The member has 7 days to complete the verification.
If they fail to verify within this time, the Plan move will be canceled, and they will remain on their existing Plan with an active status.
Failed Payments:
If the payment for a new Plan fails, the member will be notified and given 7 days to update their billing info.
Hosts will also receive a notification if the move is canceled due to failed payment.
Canceling a Plan Move:
You can cancel a move by selecting "Cancel Plan Move" from the three-dot menu next to the member’s name.
Members will receive notifications about the cancellation.
Important Details About Notifications
When a Plan move happens, members will be notified with details about their previous and new Plans via:
Email
In-app notifications
Push notifications (if enabled)
This ensures they’re always informed and prepared for the change.
Additional Details About Plan Moves
Grace Period for Canceled Moves:
If you select for a member to be moved at the end of their billing cycle and the move is canceled, they will have an additional 7 days on their previous Plan to update their payment information. This creates a total 14-day grace period for the member to take action.
Members Canceling Their Plan:
Members can cancel their Plan at any point in the move process. If they are in the process of changing their billing interval (e.g., switching from monthly to annual), Hosts cannot override this or move them to a different Plan until their change is complete.
Pending Move Limitations:
If a member is in a Pending Move state, they cannot change their billing cycle date until the move is finalized.
Member Status Overview
When moving members, you’ll see their status in the Plan’s Member List:
Active: Member is currently active on the Plan.
Pending Move - Billing Cycle: Member will move at the end of their billing cycle.
Pending Move: Member needs to complete billing info or authenticate payment before the move can happen.
Additional Tips for Managing Moves
Name your Plans clearly so notifications make sense to members.
Preview how notifications look to ensure they’re informative and helpful.
If you run into issues, use the Need Help? button in your account to reach our Customer Advocacy Team.