A customer's membership is showing as cancelled

If a customer's membership is showing as cancelled, the reason will depend on the type of membership they have.

For continuous memberships, the most common reason is that a renewal payment couldn't be collected. This may be because:

• There were insufficient funds available

• The customer's payment card has expired

• Their payment method is no longer valid

For fixed-length memberships, the most likely reason is that the membership has been manually cancelled by someone on your team, often at the customer's request. The same may also apply to continuous memberships.

In most cases, once a membership has been cancelled, it cannot be reinstated.

For continuous memberships, customers may have a limited period to log in to their eola account and update their payment details before Stripe's (the payment processor) grace period expires. If this window has passed, or if the membership is a fixed-length plan, the customer will need to purchase a new membership.

Helpful tips:

• If a continuous membership has recently been cancelled, ask the customer to check whether they can still update their payment details from within their eola account

• Before asking a customer to purchase a new membership, check with your team to ensure the membership wasn't cancelled manually at the customer's request

• Encourage members to keep their payment details up to date to reduce the risk of missed renewal payments

• If a membership has been wrongly cancelled manually, and the customer is due a refund, please reach out to the team at help@eola.co and we'll be happy to help you