✨ Please note: The Membership feature is only available on the Standard Plan and above, using Stripe as their integrated payment provider.
When changing membership prices, it's important to consider existing customers on current plans to ensure a smooth transition.
This article covers:
Before you start
Before changing your membership pricing, it's important to check whether customers are on the existing plan(s).
To do this:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select the 3-dot menu (...) link on the price you want to change, then Open in Stripe:
This will open the pricing in a new window. Any active subscriptions will show within the subscriptions section. i.e.:
Active subscriptions ✅
If you have any active subscriptions, please follow the steps within archiving and adding new prices when there are existing customers.
No active subscriptions ❌
If you have no active subscriptions, please follow the steps within archiving and adding new prices when there are no existing customers.
Archiving and adding new prices with no existing customers
If you don't have any existing members and want to change the price of a membership, you can archive the current price.
To do this:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select the 3-dot menu (...) link on the price, then Archive price:
Once archived and on the same membership, select Add price within the Prices section:
Enter the Title for the new price option, then set the Cost of the membership and the Billing period for the recurring payment.
If you are just adding a new price but want to keep the same billing frequency, add the previous period you had on the old price.
Ensure that you tick the Published checkbox, and when you're ready, Select Create.
Your new pricing will then be visible to all customers for that membership.
Archiving and adding new prices with existing customers
💡 To note: Archiving prices and adding new prices don't automatically update existing members' subscriptions. You'll first need to inform your members and gain permission before increasing their payments.
When changing the pricing for existing customers' memberships, there are a few steps you will need to take:
1. Inform existing customers
Before increasing payments for existing customers, you’ll need to inform them and get their consent, especially if this wasn’t clearly stated in your terms and conditions.
To manage this smoothly:
Notify Customers in Advance: Let them know about the upcoming change and how it affects their subscription.
Explain the Process: Customers will receive an email confirming the cancellation of their current subscription and another confirming their new subscription at the updated price.
Use Your Preferred Email Provider: Reach out through your usual communication channels to ensure they receive the update.
2. Unpublish existing pricing
Unpublish the existing pricing to prevent new customers from signing up without affecting existing members. Do not archive the price at this stage.
💡 Please note: Unpublishing the pricing will not cancel the membership
To do this:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select the 3-dot menu (...) next to the price you want to change, then Edit price:
Untick the Published checkbox:
Select Update. This means that the price is no longer available to new customers and will have a "Not published" label beside it:
3. Add the new price
To add a new price to the membership:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select Add price:
Enter the Title for the new price option, then set the Cost of the membership and the Billing period for the recurring payment.
If you are just adding a new price but want to keep the same billing frequency, add the previous period you had on the old price.
Ensure that you tick the Published checkbox, and when you're ready, Select Create.
4. Move existing customers over to the new price
After setting up the new pricing and unpublishing the old pricing, you can move existing customers to the new pricing in two ways:
Contact us and request a technical change on your behalf, specifying that all existing customers currently on the "£XX price" should be moved to the new "£YY price."
You can also directly move customers via Stripe.
Via Stripe
To move customers over on Stripe:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select the 3-dot menu (...) next to the price you want to change, then Open in Stripe:
This will open the price in a new window. Select the [number] active link under Subscription. This will show you all customers who are on that pricing:
On the first customer, select the 3-dot menu (...) next to the created date, then Update subscription:
In the Product section, select Add product, then the field.
You can search for the new price by either typing the name/price you used in step 3 or by looking through the drop-down menu.
Once you have found the new price, select it to add it. Then, remove the previous price by selecting the 3-dot menu (...) on the old price, then Remove product:
When you are ready, select Update subscription
You may be prompted by Stripe to add your password.
Your customers will then pay a prorated amount on their next payment, depending on the pricing change you made (decreased/increased).
💡 You will need to repeat this process for each existing customer.
5. Archive the old price
Once all existing customers have been moved to the new price, you can archive the old price.
To do this:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select the 3-dot menu (...) link on the price, then Archive price:
Restoring previously archived prices
You can restore archived prices. To do this:
Select Packages & Discounts, then Memberships from the left-hand menu on your account.
Select View on the membership that you'd like to change the price for:
Within the Prices section, select the 3-dot menu (...) link on the price, then Restore price:
Pausing a membership
It's not currently possible to pause a membership within Bookwhen, but you can pause payments in Stripe.
💡 Proceed with caution: Pausing payments in Stripe only stops payment collection. It does not temporarily stop the subscription or block access to membership benefits within Bookwhen.
If you need to fully pause a membership, you’ll need to cancel the customer’s subscription and ask them to rejoin when they’re ready.
💬 Any questions or feedback? There are two ways to get in touch:
For a quicker response, please contact us via live chat on our homepage or your account.
Or send us an email
Thank you! 🕺
Tags: booker