Overview
Control which membership plans a client can move to when they want a different tier. You configure the allowed options in the membership builder; clients schedule the switch themselves from your app.
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.
Control exactly which switches are allowed 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 — Clients can switch plans themselves from the app. Changes take effect at their next renewal and they can undo 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."
Eligibility: Only active plans on the same billing period are eligible. A monthly plan can only switch to other monthly plans.
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
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.
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.
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.
💡 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?
No. Clients schedule changes from the app. Staff configure allowed targets and can view scheduled changes only.
Is the client charged when they confirm?
No — Due today is $0.00. The new price is charged at renewal.
Can a client switch to a plan on a different billing period (e.g. monthly → annual)?
No. 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.
Support
Need help? Email support@repeatmd.com.