Overview
Move a client to a different membership tier at their next renewal, without canceling and re-enrolling. Clients can schedule the switch themselves from your app, and your team can schedule it for them from the client's profile in the Admin Panel. Which plans clients can pick themselves is configured in the membership builder.
Upgrade — move to a higher tier: more benefits, typically a higher recurring fee.
Downgrade — move to a lower tier: fewer benefits, typically a lower recurring fee.
Why It Matters
Let clients move between plans without cancel-and-re-enroll workflows.
Let your team make the switch on a client's behalf when they ask at the front desk or by phone.
Control exactly which switches clients can make for themselves, per membership.
Keep clients on a lower plan instead of canceling entirely.
Apply changes cleanly at renewal, with no mid-cycle charge.
How It Works
📌 The short version — A plan change, whether the client or your team schedules it, takes effect at the client's next renewal. It can be undone anytime before then. At renewal, the saved payment method is charged the new price and the new benefits begin.
⚠️ Commitment periods: Upgrades are allowed even during a minimum commitment. Downgrades are blocked until the commitment is met — the app shows "Available after {date} — minimum commitment." The Admin Panel shows "Available after {date}" next to those plans.
Eligibility for clients (Patient App): Only active plans on the same billing period that you have set as upgrade or downgrade targets are offered. A monthly plan can only switch to other monthly plans.
Eligibility for staff (Admin Panel): Your team is not limited to the upgrade and downgrade targets set in the membership builder. The change dialog lists the other plans available for that client, each labeled Upgrade or Downgrade.
What staff see: On a client's profile under MEMBERSHIPS, a scheduled change shows as Upgrading to {plan} on {date} or Downgrading to {plan} on {date}.
Step-by-Step Instructions
Choose what clients can switch to (Admin Panel)
Go to Catalog → Services → Memberships and open a membership.
Scroll to Upgrades & Downgrades.
Under Members can upgrade to, select the plans clients may move up to.
Under Members can downgrade to, select the plans they may move down to.
Save and publish.
Repeat for each plan that should allow switches. These settings control what clients can pick in the Patient App.
Change a client's membership (Admin Panel)
You need Administrator or Client Membership Manager access.
Go to Client Profiles and open the client.
Scroll to MEMBERSHIPS and click the chevron (›) on the membership.
In the Membership change section, click Change membership.
Under Choose a new plan, select the plan. Each plan is labeled Upgrade or Downgrade and shows its price. Plans that are not yet available show Available after {date}.
Review the summary: nothing is charged today, the client keeps their current plan and benefits until the renewal date, and the new plan's billing and benefits start on that date.
Click Schedule change.
The section then shows who will move to which plan, and on what date.
Cancel a scheduled change (Admin Panel)
Open the client's profile → MEMBERSHIPS → chevron (›) on the membership with the pending change.
In the Membership change section, click Cancel scheduled change.
The client stays on their current plan.
Change a membership (Patient App)
Open Wallet → Manage memberships and select the active membership.
Tap Change membership.
Choose a new plan — each is labeled Upgrade or Downgrade. Tap Continue.
Review the new plan, new price, and effective date.
Tap Confirm change.
The manage screen then shows "Switching to {plan} on {date}."
Undo a scheduled change (Patient App)
Open Wallet → Manage memberships and select the membership with a pending change.
Tap Keep current membership.
The switch is canceled and the client stays on their current plan.
Best Practices and Pro Tips
Configure upgrade and downgrade paths on every membership where you want clients to self-serve.
Use downgrade paths to retain clients who need a lower price — instead of canceling.
When a client asks to switch in person or by phone, schedule it from their profile rather than asking them to do it in the app.
Set expectations: benefits and billing stay on the current plan until renewal; nothing is charged at confirmation.
If the client wants the new plan to start on a different day, move their billing date first. See Change a client's membership billing date (Admin Panel).
💡 Pro tip: Pair upgrade paths with stronger benefits on higher plans, so clients have a clear reason to move up at renewal — no staff processing needed.
FAQs
Can staff upgrade or downgrade a client from the Admin Panel?
Yes. Open the client's profile → MEMBERSHIPS → the membership → Change membership. The change takes effect at the next renewal, like a change the client makes themselves. Staff are not limited to the upgrade and downgrade targets set in the membership builder.
Is the client charged when the change is scheduled?
No — nothing is charged when it is scheduled. The new price is charged at renewal.
Can I undo a change I scheduled for a client?
Yes, anytime before the renewal date. Use Cancel scheduled change on the membership in the client's profile.
Can a client switch to a plan on a different billing period (e.g. monthly → annual) from the app?
No. In the Patient App, only active plans on the same billing period appear as options.
What if the membership is managed in Zenoti or another external system?
The client sees it's externally managed and must contact the practice — changes aren't made in RepeatMD.
What if the client has a failed payment?
Resolve dunning first (update the payment method). Change membership isn't available until payment is resolved.
What if the membership is frozen, or has a freeze request waiting?
A change can't be scheduled while a freeze is in progress or pending. Unfreeze, cancel or resolve the freeze request first. See How to Freeze a Patient Membership.
Support
Need help? Email support@repeatmd.com.