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A member wants to update their membership details

Find out what to check when a member asks to change their membership details, what they can update themselves and when our team can help.

If a member contacts you to say they've got a new card, missed a payment or spotted a mistake in their email address, the good news is that most changes can be made by the member themselves in their eola account. That means they can sort it whenever it suits them, and your team doesn't need to step in.

Use the checks below to work out what they need and where to point them.

What should I check?

  1. They have a new card or a payment didn't go through: Members can update their card details and pay an outstanding payment from their eola account. Share our Update membership details guide with them for the steps
  2. Their membership has lapsed: They can still pay from their eola account by going to 'Past memberships' in the top-right corner, selecting 'View', then 'Manage billing' and 'Pay now'
  3. Their email address has a spelling mistake: Contact our team at help@eola.co with the member's name and the correct email address, and we'll update it for you
  4. They want to move to a different price plan or take a break: You can do this for them. See Change a member's price plan or Pause a membership
  5. They can't sign in to their eola account: Members sign in with a magic link sent to their email address. See A customer is unable to sign in with a magic link for what to check

What if none of these apply?

If the member needs to change something else, contact our team at help@eola.co with their name, the membership and what they'd like to update, and we'll be happy to help.

Good to know

  • Card details are held securely by Stripe, eola's payment provider
  • If a membership payment doesn't go through, we'll send the member a few reminders to update their payment details. If it still isn't paid after a couple of attempts, the membership will be cancelled and the member will need to join again
  • To change the wording members see, such as your terms or welcome email, go to Products -> Memberships, select the membership and click Edit Membership

Helpful tips:

  • Remind members to check their card details before their renewal date
  • When you welcome new members, let them know to look out for an email from eola and add noreply@eola.co to their contacts
  • Point members to your booking widget to sign in, so they land straight back on your activities

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