Overview
Control which membership plans a client can move to when they want a different tier or plan. You configure those options in the membership builder. Clients schedule the switch themselves from your app.
Upgrade: Move to a higher tier with more benefits (and typically a higher recurring fee).
Downgrade: Move to a lower tier with fewer benefits (and typically a lower recurring fee).
Why It Matters
Upgrade and downgrade help you:
Let clients move between plans without cancel-and-re-enroll workflows
Control exactly which switches are allowed per membership
Keep clients on a lower plan instead of canceling entirely
Apply plan changes cleanly at renewal, with no mid-cycle charge
How It Works
Configure allowed switches (Admin Panel)
In the membership builder, the UPGRADES & DOWNGRADES section includes:
Members can switch to these plans at their next renewal. Only active plans on the same billing period are eligible.
Two fields:
Field | What it does |
Members can upgrade to | Plans a client may move up to |
Members can downgrade to | Plans a client may move down to |
You choose the memberships patients can upgrade or downgrade to.
When the change takes effect
What happens | Detail |
Effective date | Client’s next renewal date |
Due today | $0.00 — no charge when they confirm |
Until renewal | Current plan benefits stay active |
At renewal | Saved payment method is charged the new price; new membership benefits begin |
Undo | Client can tap Keep current membership any time before renewal |
On the confirmation screen, clients see:
Your current benefits stay active until your next renewal. On your renewal date, your saved payment method is charged the new price and your new membership benefits begin. You can undo this change any time before then.
Upgrades and downgrades use the same timing — both apply at next renewal. There is no immediate switch and no prorated charge.
Minimum commitment (downgrades only)
Upgrades are allowed even during a minimum commitment period.
Downgrades are blocked until minimum commitment is met. In the app, locked downgrades show: Available after {date} — minimum commitment
What staff see on Client Profiles
When a client has scheduled a change, the MEMBERSHIPS section shows:
Upgrading to {membership name} on {date}, or
Downgrading to {membership name} on {date}
Staff can view this status but cannot schedule or cancel the change from Admin. The client undoes it from the app with Keep current membership.
Step-by-Step Instructions
Set up upgrade and downgrade options (Admin Panel)
Log in to the Admin Panel.
Click Catalog in the left-side navigation, then open Services.
Select the Memberships tab.
Create a new membership or open an existing one to edit.
Select Billing and scroll dow to Upgrades & Downgrades
Under Members can upgrade to, select the plans clients may upgrade to.
Under Members can downgrade to, select the plans clients may downgrade to.
Save and publish the membership. This will create a new version of the existing membership.
Repeat for each membership plan that should allow switches.
Change membership (Patient App)
Open Wallet.
Tap Manage memberships.
Select the active membership.
Tap Change membership.
On CHANGE MEMBERSHIP, review the current plan and choose a new plan. Each option is labeled Upgrade or Downgrade.
Tap Continue.
On Confirm your change, review:
Current plan → new plan
New price
Effective (renewal date)
Due today ($0.00)
Tap Confirm change.
The manage screen shows “Switching to {plan} on {date}”.
Undo a scheduled change (Patient App)
Open Wallet → Manage memberships.
Select the membership with a pending change.
Tap Keep current membership.
The scheduled switch is canceled and the client stays on their current plan.
View a scheduled change (Admin Panel)
Click Client Profiles in the left-side navigation.
Search for or select the client.
Open the client’s profile.
Scroll to MEMBERSHIPS.
Look for Upgrading to… or Downgrading to… with the effective date.
Best Practices and Pro Tips
Configure upgrade and downgrade paths on every membership where you want clients to self-serve. If no paths are set, Change membership does not appear.
Use downgrade paths to retain clients who need a lower price — instead of canceling.
Set expectations: benefits and billing stay on the current plan until renewal; nothing is charged at confirmation.
Make sure target plans share the same billing period. A monthly plan can only switch to other active monthly plans (same cadence).
💡 Pro tip |
Pair upgrade paths with stronger benefits on higher plans so clients have a clear reason to move up at renewal — without needing staff to process the change manually. |
Common Mistakes and FAQs
Q: Can staff upgrade or downgrade a client from the Admin Panel?
A: No. Clients schedule changes from Wallet → Manage memberships → Change membership. Staff configure allowed targets in the membership builder and can view scheduled changes on Client Profiles.
Q: When does the change take effect?
A: At the client’s next renewal. Current benefits stay active until then.
Q: Is the client charged immediately when they confirm?
A: No. Due today is $0.00. The new price is charged at renewal on the saved payment method.
Q: Can a client upgrade during a minimum commitment period?
A: Yes. Upgrades are allowed even when commitment is unmet.
Q: Can a client downgrade during a minimum commitment period?
A: No. Downgrades show “Available after {date} — minimum commitment” until commitment is satisfied.
Q: How do I control which plans a client can switch to?
A: In UPGRADES & DOWNGRADES, check the plans under Members can upgrade to and Members can downgrade to for each membership.
Q: Can a client switch to a plan on a different billing period (e.g. monthly → annual)?
A: No. Only active plans on the same billing period appear as eligible targets.
Q: Can a client undo a scheduled change?
A: Yes. Tap Keep current membership on the manage screen before the renewal date.
Q: What if the membership is managed in Zenoti or another external system?
A: The client sees that the membership is externally managed and must contact the practice. Changes are not made in RepeatMD.
Q: What if the client has a failed payment?
A: Resolve dunning first (update payment method). Change membership is not available until payment is resolved.
Q: What happens to benefits when the change takes effect?
A: At renewal, benefits update to match the new plan.
Support
Need help? Email support@repeatmd.com.