Membership Fees

Billing

Frequency: Members on recurring memberships are charged fortnightly. The exclusion is FIFO memberships which are billed weekly on a Monday.
Billing Day: Payments are processed in batches every Thursday.
First Payment: Members will be charged their fortnightly amount on their first Thursday.
Failed Payments:
- Member access is suspended immediately after a failed payment.
- Do not retry transactions for declined or expired card errors until the member updates their payment details.
- Members will be charged a late payment fee of $10 the day after if not processed.
Pro-Rata:
- A pro-rata fee is charged upon sign-up to cover the period leading up to the member’s first Thursday billing cycle.
- Promotions: Pro-rata charges may be waived with certain promo codes.
Change Billing Date:
- Membership > 3 dots next to Billing > Modify billing date.

Updating Payment Details

Accepted Cards: Visa, Mastercard, and Amex only.

Process for Staff:

Search for the user.
Go to the Payments Tab and select view all cards.
Select add card and fill in their details.
Ensure the updated card is marked as the primary payment method.

Member Portal: Members can update their payment details independently via the 24fit app. Some phones have the ability to connect other services like apple pay and their saved card details. So if the membr does not have their card details present, try this.

Failed Payment Process

Automated Retry Schedule: (This is what Gymflow does).

Payment Processed Thursday

Friday: Initial retry.
Sunday: Second retry.
Wednesday: Third retry.
+7 Days (Wednesday): Final retry.

Thursday PM (Billing Day):

Go to: Reports > Revenue > Accounts Receivable > View Report.
Export list: Top-right corner > Download list.
Paste the exported data (all new members) into the Overdue Payments Google Sheet (this sheet can be found on your gym portal).
Remove any new duplicates, ensuring the correct overdue date remains.
Email all new overdue members using template: Payment [Failed]

Bulk email by heading to users > filter > overdue > top left hand side ‘select all’ > deselect previous overdue payments > top right hand corner ‘email’ > template - Payment [Failed].

6. Document email sent in the Google Sheet e.g. E 10/4 CH

Friday or Saturday

(This is gym specific, if you are staffed Friday please contact Friday, if you’re not then contact on Saturday).

Call members with overdue payments.
- Do not manually retry transactions.
- Document all call attempts and outcomes in the Google Sheet e.g. VM 10/4 CH

Monday

Open the Overdue Payments Google Sheet.
Identify members who are 5+ days overdue (from the previous Thursday).
Follow up with a phone call and email these members using the template: Payment [Failed – Monday]

2 Weeks (Following Wednesday)

Call the member again.
Send updated email: Payment [Failed – 2 Weeks]
Update the Google Sheet with all actions taken.

3 Weeks Overdue (Next Wednesday)

Attempt one final retry of the payment.
Add another $10 late fee, if applicable.
For Flexi memberships:
- Cease the membership.
- Write off the overdue amount.
- Document all actions taken.
For Results memberships:
- Call again and set a follow-up task for one week later. If not responded after the extra week - okay to cease.
- Record all communication and outcomes in the sheet.

Completed

At whichever stage the payment is processed or membership is ceased, copy and paste notes provided on the google sheets into the members GymFlow profile.

Please Note: this spreadsheet should be checked every shift to ensure actions aren’t missed. Some members also have different billing days (not Thursday), so please be mindful of this.

Page updated

Google Sites

Report abuse