Overview
RepeatMD does not support direct switching between membership tiers or plans. To change or upgrade, the current membership must first be canceled, then the new membership purchased through the app. This article covers both the patient app flow and the Admin Panel flow your team uses to assist patients.
Before You Start
The patient must have an active RepeatMD account and access to the app.
Admins need Admin Panel access and visibility into the patient's Client Profile to assist.
Memberships inside a commitment period (such as a 6-month or 12-month term) may require admin-assisted cancellation.
RepeatCash, treatments, and earned discounts do not transfer to the new membership. However, any earned but unused RepeatCash or treatments will remain in the patient's wallet for them to use.
Why It Matters
Upgrades are a key revenue moment for the practice. When a patient is ready to move into a higher tier, the path needs to be clear and fast so the momentum is not lost. Knowing how the cancel and re-enroll flow works protects the practice from double charges, sets correct expectations on benefits, and keeps support volume down.
How It Works
Memberships cannot be switched in place. Each change is a cancellation followed by a new purchase.
The current membership discount applies through the last day of the canceled term.
Redeemed rewards stay available after cancellation.
Unused points, perks, and treatments are forfeited when the membership ends.
Step-by-Step Instructions
Cancel a Membership in the Patient App
Open the RepeatMD app and log in.
Tap the Wallet tab.
Select the membership you want to cancel.
Scroll down and tap Manage Membership.
Tap Cancel Membership and confirm.
Purchase the New Membership in the Patient App
After cancellation is confirmed, tap the Shop tab.
Browse to the membership tier or plan you want.
Complete the purchase.
Cancel a Patient's Membership from the Admin Panel
Log in to the Admin Panel.
Go to Client Profiles.
Locate the patient and open their profile.
Scroll to the Membership section and select the membership to cancel.
Click Cancel Membership Now and confirm.
Best Practices and Pro Tips
Confirm cancellation before the new purchase. Wait until the patient sees confirmation in the Wallet before they buy the new tier. This prevents overlapping charges.
Set expectations on benefits. Let the patient know that points, treatments, and earned discounts will not transfer. Redeemed rewards stay available.
Use the Admin Panel for committed memberships. If the patient is inside a 6 or 12-month commitment, handle the cancellation from the Admin Panel rather than asking the patient to do it themselves.
Time the upgrade around the renewal date. Membership discounts apply through the last day of the current term, so patients keep value through the time they have already paid for.
Common Mistakes and FAQs
Q: Can I transfer points or discounts to the new membership?
A: No. Points, treatments, and earned discounts do not carry over. Redeemed rewards remain available.
Q: What happens to benefits after cancellation?
A: The membership discount stays active through the last day of the canceled term. Redeemed rewards are still usable.
Q: Can admins manually upgrade a membership for a patient?
A: No. Admins can cancel the current membership, but the patient must purchase the new tier themselves through the app.
Q: Can a patient change tiers without canceling?
A: No. There is no in-place tier change. The current membership must be canceled before enrolling in a new tier.
Q: What if the patient is inside a commitment period?
A: Memberships with active commitments typically require admin-assisted cancellation. Cancel from the Admin Panel and re-enroll the patient afterward.
Q: How do I avoid double charges?
A: Make sure the current membership is fully canceled before the new one is purchased. The patient should see cancellation confirmation in the Wallet first.
Next Steps and Support
Need help? Email support@repeatmd.com.