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How to cancel a membership or stop its auto-renewal

  • Updated

Only an admin can cancel a membership or stop it from renewing; families can't do it from their account. On the customer's Memberships tab, choose Cancel Membership/Auto Renew from the membership's More Options menu. Cancel Auto-Renewal keeps the membership until it expires, and Cancel Membership ends it now. Neither one refunds anything.

Applies to: Org admins with the Memberships permission · All plans with the Membership module · Memberships bought online or with Place Order

Where: Customers > Account Management > Search > (customer) > Memberships > More Options > Cancel Membership/Auto Renew

Stop auto-renewal and keep the membership until it expires

  1. Go to Customers > Account Management > Search, find the customer and click their name to open Account Overview.
  2. Click the Memberships tab. Each membership shows Active, Member, Membership, Membership Number, Member Since, Expiration Date and Auto Renew.
  3. On the membership's row, click the More Options icon options_icon.jpg (a small arrow in a square) and choose Cancel Membership/Auto Renew.
  4. On the Cancel Membership page, which shows the Member, Membership, Membership Number, Expiration Date and Auto Renew, click Cancel Auto-Renewal.

What you'll see: "Auto-Renewal Cancelled." and Auto Renew changes to No. The membership stays active through its Expiration Date, the card isn't charged, and the membership becomes inactive after that date. Cancel Auto-Renewal appears only when Auto Renew is Yes.

Cancel the membership now

  1. Open the membership's Cancel Membership page as in steps 1 to 3.
  2. Click Cancel Membership.
  3. Click OK on the confirmation. When Auto Renew is Yes it reads "Are you sure you want to remove auto renewal and cancel immediately?"; when it's No, "Are you sure you want to cancel immediately? Otherwise, membership will expire on expiration date."

What you'll see: "Membership has been cancelled." and the Memberships tab, where the membership is no longer Active and Auto Renew is off. Its Expiration Date doesn't change.

Refund the membership

Canceling doesn't refund the card or put a credit on the account. To give money back, refund the membership's order:

  1. On the Memberships tab, expand the membership to see its orders (Order Date, Order Number and Option). Note the order to refund; its View Order icon opens it.
  2. Go to the customer's Account Overview and click Add Transaction.
  3. In Transaction Type, choose Refund/Void - Credit Card.
  4. In Refund Order, choose the membership's order, enter the Amount and click Add.

A membership paid by check or cash is refunded outside TeamSideline and recorded as a Refund - Manual. The refund articles under Related articles cover the refund window and the messages you may see.

Turn auto-renewal back on

On the Cancel Membership page of an active membership whose Auto Renew is No, click Enable Auto-Renewal. You'll see "Auto-Renewal Enabled." and the Update Payment Method page opens. Enter the card to charge at renewal and click Update Payment; you'll see "Membership payment method updated."

If it doesn't work

  • The More Options icon is grayed out. The membership isn't active: it has expired or was already canceled, so there's nothing left to cancel.
  • There's no Cancel Auto-Renewal button. Auto Renew is already No. Use Cancel Membership to end it now, or let it expire.
  • There's no Memberships tab. Your admin role doesn't include Memberships, or your site doesn't have the Membership module.
  • A family asks how to stop their auto-renewal. Families can't. Their My Account > Memberships page shows Auto Renew and a (change) link for the card, but no way to cancel. Cancel it for them as above.
  • The card was charged before you canceled. A recurring membership is charged the day after its Expiration Date. If it should end, cancel the membership and refund that renewal's order.
  • Members still renew after you archived the membership. Archiving doesn't stop renewals. Cancel auto-renewal for each member (see Good to know).

Good to know

  • About five days before a recurring membership expires, the family gets an email titled "Upcoming Membership Auto-Renewal Notification". Canceling auto-renewal before the renewal date still stops the charge.
  • Cancel Membership can't be undone here: once the membership is inactive, its More Options icon is grayed out.
  • Archiving a membership (Programs > Configurations > Memberships, Edit, Yes, archive this membership) stops new sales but doesn't cancel anyone's auto-renewal. To find everyone who still renews, use Reports > Report Dashboards > Memberships: it lists each member with Auto Renew, and each row's menu has Cancel Membership.
  • Hiding a membership with its visibility icon on Programs > Configurations > Memberships (red instead of green) does pause renewals: while it's hidden, its members get no renewal email and aren't charged, and a membership that isn't renewed becomes inactive 10 days after it expires. Show it again before renewals come due if they should go through.
  • Cancel Auto-Renewal works the same whether the membership's option lasts a set time from purchase or ends on a fixed date: the membership runs until it expires and then isn't renewed.
  • To change the card instead of canceling, choose Update Payment Method from the same More Options menu.
  • To add the Membership module to your site, contact TeamSideline Support at support@teamsideline.com.

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