Why have class attendees not automatically renewed onto the next schedule?

Follow steps in this article to help troubleshoot situations where class attendees on automatically renewing schedules, such as monthly classes, are not renewed

First things to check

Have you enabled automatic renewals in the product Billing and renewal settings?

  • Navigate to Home > Settings > Products > Select the product from the side-menu to view its settings
  • Open the product Billing and renewal settings
  • Check you have 'Automatically renew customers' ticked under the Renewal sections



Is the attendee still eligible?


If you have age restrictions on your products, then people who are ineligible will not be automatically renewed.

  • Navigate to Home > Settings > Products > Select the product from the side-menu to view its settings
  • Open the product Age restrictions settings to check the range

 

Was the attendee removed from the product?

Check with all administrators in your organisation to confirm whether the attendee was removed from the product at any stage; for example they gave notice to leave, but later changed their mind.

If they were removed and need to be renewed, the attendee can be added back to the product by following the steps here.

Further troubleshooting for fixed length schedules

Has the schedule ended?

  • Navigate to Home > Settings > Schedules > Select the product from the side-menu to view its settings
  • Open the necessary schedule using the 'Edit schedule' icon  in the Actions column
  • Check that the Until date has not lapsed


Have you created the next schedule?

  • Navigate to Home > Settings > Schedules > Select the product from the side-menu to view its settings
  • If the new schedules has now been created, you can either

Important: If you want your attendee to renew automatically onto the next schedule, your new schedule must have exactly the same days and time.

If the days and times are different, the system cannot accurately transfer attendees between the schedules, and therefore cannot renew people automatically.

Further troubleshooting for rolling schedules e.g. monthly


Has the schedule ended?

  • Navigate to Home > Settings > Schedules > Select the product from the side-menu to view its settings
  • Open the necessary schedule using the 'Edit schedule' icon  in the Actions column
  • Check that the Until date has not lapsed,  and that there is a value in the 'Extend schedule every X days' field