Memberships are steady money — until a card expires or a customer moves away. Escape handles both ends without your office playing bill collector.

When a member's payment fails

Cards expire, get reissued, get maxed. When a membership payment fails:

  • The customer gets a polite text automatically, asking them to update their payment — most failed payments are an expired card, and most customers fix it in a minute when asked.
  • Your office gets a task to call and follow up — so the personal touch happens too, not just the text.
  • The membership is flagged so your team can see the plan isn't in good standing before quoting member pricing or booking a member visit.
  • If it never gets fixed, the membership ends cleanly rather than limping along unpaid.

When a customer cancels

It happens — people move, budgets change. When a membership is cancelled:

  • Benefits end cleanly. The member tag comes off, member pricing stops applying, and their reminders switch back to the non-member track — no half-member limbo where nobody's sure what rate to quote.
  • Their history stays. They're still your customer, with every job and conversation intact. Cancelled members are some of the easiest win-backs in the book — they already know your work.

What your team should do

  • Glance before you quote. The contact record shows membership standing — see Your maintenance plans.
  • Don't hound a flagged member about their card. The system already asked, nicely. If they mention it, your office can take an updated card and get them squared away.
  • Cancelling a membership is done by your team, right in Escape: open Payments → Subscriptions, find the customer's plan, and cancel it there. Benefits end cleanly and their reminders switch back to the non-member track.