Memberships
Create membership plans that bill clients automatically, set their benefits, enroll clients, and pause, resume or cancel a membership.
Applies to: Most business types
Memberships let clients pay a set price every week, month, quarter or year for perks like discounts and included services. Lilo charges their card automatically and applies their benefits at checkout.
Memberships need card payments. Until your business can take them, nobody can create a plan. Catalog → Memberships says Memberships requires payments. To set up payments, see Connect payments and get paid out.
Owners, admins and location managers
Create a plan
- Go to Catalog → Memberships and select Create Plan.
- On Plan Details, enter a Plan Name, then set the Price and Billing Cycle. Add a Setup Fee if you charge one when someone joins. Select Continue.
- On Benefits, select Add Benefit for each perk (see below). Select Continue.
- On Settings, choose how the plan works (see below). Select Continue.
- Check everything on Review, then select Create Plan.
Benefits
- Service Discount: a percentage or dollar amount off services. Turn on All Services, or choose a Service Category or a Specific Service.
- Product Discount: a percentage or dollar amount off products. Turn on All Products, or the discount won't apply.
- Included Services: services the membership covers every billing period. Quantity per Period sets how many. Turn on Allow Rollover to carry unused ones into the next period, and set Max Rollover to limit how many carry over.
Settings
- Location Scope: All Locations, or Specific Locations if members only get their benefits at some of them.
- Max Members: the most people who can join. Leave it empty for no limit.
- Loyalty Points Multiplier: members earn this many times the usual loyalty points, if you run a loyalty program.
- Minimum Commitment: how many months a member stays before they can cancel.
- Active: open for new members.
- Allow Pause and Max Pause Duration: whether members can pause, and for how many days at most.
In the Lilo app, go to More → Memberships and tap +.
Everyone except service providers
Enroll a client
- Open the client from Clients. Select More, then choose Membership.
- Select Enroll in Membership.
- Choose the Membership Plan.
- Check the Payment Method, and select Add Card if the client has no card on file.
- Leave Start Date on today.
- To charge this client a different price, enter a Price Override. To give it for free, turn on Complimentary Membership.
- Select Enroll Member. You'll see Member enrolled successfully.
Lilo charges the first payment, plus any setup fee, when you enroll. You can also enroll from the plan itself, on its Members tab.
Pause, resume, or cancel a membership
- Go to Catalog → Memberships and select Manage or View on the plan.
- Select Members.
- Select ⋮ next to the member, then choose Pause Membership, Resume Membership or Cancel Membership.
- Choose your options in the box (see below), then select the same button to confirm.
- Pause: billing and benefits stop. Choose a Resume Date, or leave it empty to use the plan's Max Pause Duration. Lilo resumes the membership for you by that date. With no date and no maximum, it stays paused until someone resumes it.
- Resume: benefits come back right away. The next charge is on the member's usual renewal date.
- Cancel: the membership ends when the billing period they've paid for runs out. They keep their benefits until then. Turn on Cancel Immediately to end it now instead. Their unused vouchers are lost, and Lilo doesn't refund the rest of the period.
In the Lilo app, go to More → Memberships and open the plan. On Members, tap Enroll Member, or tap a member to pause, resume or cancel.
Owners, admins and location managers
Change a plan
- Go to Catalog → Memberships and select Manage on the plan.
- Select Edit on the part you want to change.
- Make your changes and select Save Changes.
To stop new enrollments, turn off Active on the plan's card. Current members keep their membership. Location managers can only change plans limited to their own locations.
How it works
- Renewals charge the card the member was enrolled with. That's their default card, or their newest card if none is the default. See Cards on file.
- A membership starts the day you enroll the client. You can't choose a later start date.
- A client can have one membership at a time. A paused or past-due membership counts.
- Member discounts apply on their own at checkout. If more than one of the plan's discounts fits an item, the biggest one applies.
- Each included service is a voucher. Members get a new set when they enroll and every time a renewal payment goes through. Unused vouchers expire at the end of the billing period. With rollover, they get one more period.
- To use a voucher, see Check out an appointment.
- Benefits only work while the membership is active. A paused membership, or one with a failed payment, gets no discounts or vouchers.
- If a renewal payment fails, the member shows Past Due on the plan's Members tab.
- By default, the owner and admins can turn on Override Restrictions. It lets them pause a membership whose plan doesn't allow it, or cancel one during its minimum commitment.
- A new price only applies to new members. Current members keep the price they joined at.
- A complimentary membership renews like any other, without a charge.
- In the client portal, active members see their plan, when it renews and their vouchers.
Common questions
Why can't I see Create Plan?
Create Plan only shows once your business can take card payments, and only to people who can create plans.
Why can't I enroll a client?
Usually it's one of these:
- They have no card on file, and the membership isn't complimentary.
- They already have a membership, even a paused or past-due one. You'll see This client already has a membership.
- The plan is full or isn't active.
- Their card was declined. Add another card and try again.
Why does a member's profile say No Active Membership?
Their membership is paused, past due or has ended. A client's Membership tab only shows active memberships. You'll find paused and past-due members on the plan's Members tab.
Why can't I cancel a membership?
The member is still in their minimum commitment. The box shows when it ends. The owner and admins can cancel anyway with Override Restrictions. A past-due membership has no cancel option.
Can I delete a plan?
No, but the owner and admins can archive one. Select ⋮ on the plan's card and choose Archive Plan. You can't archive a plan that still has active members. To stop new members joining instead, turn off Active.
Can clients join a membership online?
No. Your team enrolls clients, using a card on file or as a complimentary membership.
Can members pause or cancel on their own?
No. Members can see their membership in the client portal, but your team makes the changes.
Can I change a plan's billing cycle?
No. A plan keeps the billing cycle it was created with. To offer a different cycle, create a new plan.
Why can't I remove a benefit from a plan?
Members already have vouchers from it. You'll see that it has already issued credits to members, so it can't be removed yet.
Referrals
Reward clients who send you new clients. Set up the program and rewards, credit or remove a referral, use rewards at checkout, and track results.
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