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A member can't buy or book with their membership

Find out what to check when a member can't join, pay for or use their membership, and what to do next so they can get booking.

If a member contacts you to say they can't buy their membership, or they've joined but their benefits aren't showing when they book, it's usually down to one of a few simple things. Here's what to check.

They aren't signed in

Customers don't need to sign in to make a booking, but members do need to sign in to book as a member and use their benefits. They can sign in from the account icon on your widget, or at eola.co/enthusiasts/sign_in, using the email address their membership is on and selecting 'Send magic link'.

If they have more than one email address, make sure they sign in with the one their membership is linked to.

The booking has more people than the membership covers

Benefits apply to the number of adults and children set on the price plan. For example, a one-adult membership gives the benefit to one person on the booking, and other people on the same booking pay the standard price.

The bank's security check wasn't completed

Some banks ask customers to approve a payment in their banking app. If this isn't approved, the payment can't go through. The member can try again, approve the payment in their banking app, use a different card, or pay from their eola account.

If the check isn't completed within 24 hours, the membership shows as Incomplete_expired in Reports -> Members. No membership was taken out, so the member can join again.

The name on the card is different

If the cardholder's name is different from the name on the account (for example, a parent paying for a junior membership), the member can select 'Name different on card' at checkout.

A free membership has a sign-up fee

If a free price plan has a sign-up fee, card details are needed to take it, so adding a member from your Dashboard won't go through. Send the member the link to join themselves, or set up a new price plan without the sign-up fee (price plans can't be edited once created).

What should I check?

  1. Search for the customer and check their membership shows as live
  2. Check which email address the membership is on
  3. Check how many adults and children the price plan covers
  4. Check Reports -> Members for an Incomplete_expired status

If none of these apply, contact our team at help@eola.co with the member's name, email address and the membership, and we'll be happy to help.

Helpful tips:

  • Point members to your own widget to sign in, so they land straight on your activities
  • Members can tick 'Remember me' on their own device so they stay signed in
  • Encourage members to book online, where their benefits apply automatically

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