As a Host, you can move members between plans, and members can also move themselves between eligible subscription plans. Below are the key rules for each scenario.
Member-Initiated Plan Moves
Members can move themselves in between eligible subscription plans from their Personal Settings > Plans and Access.
Rules for Member Moves
Members can move only between plans on web or plans within their subscription group.
They can upgrade, downgrade, or make a lateral move, as long as the plan is visible to them.
Members cannot move if they are currently on a Free Trial.
If moving to a plan with a Free Trial, they will skip the trial and begin billing immediately.
Members can change billing intervals (e.g., monthly → quarterly) if intervals are available.
Timing
Upgrades: Charged and moved at the end of the billing cycle, unless the plan allows immediate proration.
Downgrades: Always scheduled at the end of the billing cycle.
Equal-priced plans: Move happens immediately.
Additional Details
On web, hidden plans in the subscription group will not appear.
On iOS, hidden plans may appear and can be selected.
Billing Details
Moving from a Free Plan → Paid Plan requires members to enter billing information within 7 days, or the move is canceled.
All payments are processed in USD only; local currency is not supported.
Prorated refunds apply when members move immediately between paid plans.
Plan History
Members will not see their previous plans listed under Personal Settings.
Host-Initiated Plan Moves
Hosts can move members between subscription plans at any time, with a few limitations:
Members who purchased through iOS cannot be moved by a Host.
Moves to or from token-gated plans are not supported.
Host-initiated moves are supported only for subscription plans, not one-time or interval plans.
If a member is moved to a plan with a Free Trial, they will skip the trial and begin billing immediately.
The member’s billing cycle date resets when the first payment on the new plan processes.
How to Move a Member
Go to Admin > Plans > Plan List.
Open the Members tab on the plan the member is currently on.
Select the three-dot menu next to the member’s name and choose Move to Plan.
Select the new plan you want to move them to.
Choose whether to move Immediately or Next Billing Cycle.
Select Submit, then send an optional message to the member about the move.
Notifications
When a plan move occurs, members receive details about their previous and new plans through:
Email
In-app notifications
Push notifications (if enabled)
These notifications ensure members always know what’s changing and when.
How Plan Moves Work in Different Scenarios
1. Free or Access Plan → Free or Access Plan
Moves happen immediately.
Members receive notifications confirming the change.
2. Free or Access Plan → Paid Plan
Moves happen immediately.
If the member has a card on file, the system will attempt to charge it.
If no payment method is on file, the member must add billing information to activate the new plan.
If billing information isn’t added within 7 days, the move is canceled.
3. Paid Plan → Free or Access Plan
Moves happen at the end of the billing cycle.
Members receive notifications about the upcoming change.
4. Paid Plan → Paid Plan
The new plan can be higher-priced, lower-priced, or the same price as the current plan.
Moves can happen immediately or at the end of the billing cycle.
If the move happens immediately, the member receives a prorated refund for their current subscription.
End of billing cycle notification:
5. Subscription Groups
Members can move only to other plans within the same subscription group.
Members can change billing intervals (e.g., Monthly → Quarterly) when interval options are available.
On web, hidden plans in the group do not appear in the upgrade screen.
On iOS, hidden plans in the group do appear and can be selected.
Members can opt in to a new billing interval and confirm their switch.
Billing Outcomes
Upgrade to a higher-priced plan: Immediate move; member pays the prorated amount.
Downgrade to a lower-priced plan: Scheduled at the end of the billing cycle; no refund.
Lateral move (equal price): Immediate switch; no charge or proration.
Handling Payment Issues or Special Scenarios
Strong Customer Authentication (SCA)
If a member’s card requires Strong Customer Authentication (SCA) during a plan move, the system will pause the move until verification is complete.
Here’s what happens:
The member receives notifications by email, in-app, and push (if enabled) with a message prompting them to verify their billing information to complete the move.
When the member signs in, they will also see a red banner reminding them to verify their billing details.
The member has 7 days to complete the verification. If they do not verify within that window, the plan move is canceled and the member remains active on their current plan.
Failed Payments
If the payment for a new plan fails, the member is notified and has 7 days to update their billing information. If the payment still cannot be processed after this window, the plan move is canceled.
Hosts will also receive a notification if the plan move is canceled due to failed payment.
Canceling a Plan Move
You can cancel a plan move at any time by selecting Cancel Plan Move from the three-dot menu next to the member’s name. Members will receive notifications letting them know the move has been canceled.
Grace Period for Canceled Moves
If a move is scheduled for the end of the billing cycle and then canceled, the member receives an additional 7 days on their previous plan to update their payment information. This creates a 14-day total grace period for the member to take action before access changes.
Members Canceling During a Move
Members can cancel their plan at any point in the move process.
If they are in the process of changing their billing interval (for example, switching from monthly to annual), Hosts cannot move them to a different plan until the member’s update is complete.
Pending Move Limitations
Members in a Pending Move state cannot change their billing cycle date until the move is finalized.
Member Status Overview
When viewing a plan’s Member List, you may see the following statuses:
Active: The member is currently active on the plan.
Pending Move – Billing Cycle: The member is scheduled to move at the end of their billing cycle.
Pending Move: The member must complete billing information or authenticate payment before the move can proceed.
Additional Tips for Managing Moves
Name your plans clearly so member notifications are easy to understand.
Preview notifications to ensure they provide helpful context.
If you need support, select the Need Help? button in your account to reach our team.