Troubleshooting Membership Issues in the MyRepeat: Patient Rewards App
Memberships in the Patient Rewards app are a key feature, but occasionally, they may not display or function as expected due to various reasons. This guide covers common issues related to memberships, their potential causes, and how to resolve them.
1. Overview of Membership Functionality
Memberships in the Patient Rewards app allow you to access exclusive benefits through your clinic. To function properly, they must be:
Created and activated by your clinic in the Patient Rewards app
Purchased through your Patient Rewards app profile with matching account details (e.g., name, email, and phone number)
Synced with a successful and up-to-date form of payment
2. Common Issues and Their Causes
A. Membership Not Displaying in the App
Externally Purchased Memberships: Memberships purchased under a provider's separate membership program cannot sync with Patient Rewards and will not appear in your app. To manage these, reach out to the clinic directly.
B. Newly Signed-Up Membership Not Visible
If a new membership doesn’t show up on your profile after signing up in the clinic, it’s likely due to an incomplete payment process. Ensure that:
All required payment details are entered.
The transaction is successfully processed.
C. Understanding Reactivation and Resubscription in RepeatMD
Membership cancellations in RepeatMD can have two outcomes: a pending cancellation that can be reactivated before final deactivation and a completed cancellation that requires resubscription. This guide helps you navigate these processes.
Reactivating a Membership with a Pending Cancellation
If your membership cancellation is still in progress (i.e., the final cancellation date or billing date has not passed), you can easily reactivate the membership directly through the RepeatMD app. Follow these steps to reactivate your membership:
Open the RepeatMD app.
Navigate to your Memberships section (accessible via the Wallet or app menu, Wallet > Memberships).
Look for the membership marked as canceled or pending cancellation.
If eligible for reactivation, a “Reactivate” button will be visible.
Tap Reactivate to restore the membership and continue without interruptions. Note: Reactivation is only possible before the membership reaches its final cancellation date.
Subscribing Again After a Completed Cancellation
If your membership has reached its final cancellation date and is fully deactivated, reactivation is not possible. In this case, you need to subscribe to the membership anew. Here’s how you can do it:
Open the RepeatMD app.
Add the desired membership back to your cart.
Update your payment details if needed.
Complete the checkout process to initiate a new commitment period for the membership.
When Does a Membership Deactivate After Cancellation?
Memberships deactivate at the end of the current billing cycle after cancellation. For example, once you cancel a membership, it remains active until the next billing date unless reactivation occurs. This timeline helps you plan any reactivation or re-subscription processes.
If your membership is missing, contact your clinic to confirm that it has been activated correctly in the MyRepeat: Patient Rewards app.
Verify that all payment steps have been completed successfully and that there is a recorded transaction in your Order History.
Check whether your membership was purchased outside of Patient Rewards App (e.g., directly through the clinic's in-practice membership program).
Troubleshooting and FAQs
I don’t see the Reactivate button. What should I do?
Ensure the membership is still within the pending cancellation window. If the final cancellation date has passed, reactivation is not possible.
Confirm you are in the correct section of the app (Memberships or Wallet).
Can I use a new card when resubscribing?
Yes, you can update your payment details during the checkout process while resubscribing.