Change plan moves a member from one plan to another without ending their membership. The member keeps their start date, their billing date and the visits they've already used. Nothing is charged at the change; the next renewal bills at the new plan's price.
Use it when a customer upgrades or downgrades, or to move members off a plan you no longer sell.
Who can do this: owners, admins and dispatchers by default. On a custom role it needs Customers set to Look and change or higher.
Open the membership
Go to Memberships → Members and click the customer, or open it from the Membership card on the customer's page.
Click Change plan
Change plan is in the action buttons on the right of the page, with Change billing cycle and Extend term. It's there for memberships that are Active or Non-renewing, as long as you have another active plan to move them to.
Pick the new plan
The Change plan window lists the member's plan, marked Current, and every other active plan with the price it bills.
Pick the plan the member is moving to. The window then shows two lists, so you can check the change before you make it.
| What changes | What it shows |
|---|---|
| Plan | The plan they're on and the plan they're moving to. |
| Price from the next renewal | The new plan's price, with the price they pay now next to it. |
| Visits per year | The new plan's count, with the current count next to it when it's different. |
| Member discount | The new plan's repair discount, for example 15% off repairs or none, with the current one next to it when it's different. |
| What stays | What it shows |
|---|---|
| Start date | The date they joined. It doesn't move. |
| Next billing date | The same date as before. |
| Visits already used | The tune-ups used so far this plan year, counted against the new plan's visits, for example 1 of 2. |
If the two plans include a different number of visits, or book them as different job types, you also see Visits already on the schedule stay as they are. Jobs that are already booked aren't changed or removed.
Choose a billing cycle, if you're asked
The member stays on the billing cycle they have. You're only asked for one when the new plan doesn't offer it, for example a monthly member moving to a plan that's priced per year only. Under Billing cycle, pick one of the cycles the new plan offers. If it offers only one, that one is already picked. The cycle applies from the next renewal, and What changes gains a Billing cycle line.
Click Change plan
You see Plan changed, and the membership page shows the new plan, its price and its benefits.
What happens to billing
- Nothing is charged, credited or refunded at the change. There's no proration.
- The next renewal bills at the new plan's price, on the same Next billing date.
- If a renewal invoice at the old price is already open, a notice appears after the window closes, with an Open invoice button: A renewal at the old plan's price is still open, INV-1042 ($189.00). Void it, then use Collect renewal to bill the new plan. The invoice isn't voided for you. Void it, then click Collect renewal on the membership. See Renewals and autopay.
When it won't let you
| You see | Why |
|---|---|
| Bronze Maintenance Plan covers up to 2 systems and this membership has 3. Reduce the covered systems first. | The new plan is priced per system and covers fewer systems than the membership has. |
| Bronze Maintenance Plan has no price set. | The plan has no price for any billing cycle. Add one on Memberships → Plans. |
| This customer already has this plan on the same system. | The customer has another membership on that plan covering the same system. See More than one membership for the same customer. |
| This membership was just changed by someone else. Refresh and try again | A teammate changed the membership while the window was open. |
Good to know
- The change is on the membership's Lifecycle timeline, for example Plan changed from Bronze Maintenance Plan to Gold Maintenance Plan, with who made it. If the billing cycle moved too, the entry says so.
- Only active plans are offered. A plan you've deactivated isn't in the list, but members who are on it can still be moved to another plan.
- One-time plans can't be switched, either to or from. The button isn't shown on a one-time membership.
- Suspended (paused) memberships don't show the button. Click Reactivate first. Cancelled and expired memberships can't change plan; enroll the customer again instead.
- The signed agreement stays as it is. A plan change doesn't ask the customer to sign again, and the end date, the term and the covered systems are kept.
- The customer isn't notified. Tell them yourself what their next renewal will be.
- To keep the plan and only change how often it bills, use Change billing cycle. See Managing a membership.