You can manage an individual member's membership at any time in TicketSpice. From a member's profile, you can update their membership level, payment method, expiration date, status, and auto-renew settings. You can also add internal notes, resend membership emails, and renew expired memberships.

Pro Tip: This article walks through how to edit details for individual members and memberships. If you're looking to edit a membership level as a whole, we recommend editing the membership level itself. Click here to learn how to do this.

Note: In TicketSpice, the member name and email default to the billing name and email unless you include separate name and email fields in the order section of your page. If you prefer the membership to not be tied to the billing information, we recommend adding a name and email field below the ticket block and above the billing section. Click here to learn how to add these fields to the order section of your page.

Edit a Member's Member ID, Status, Expiration Date, and Auto Renew Details

You can update a member's information, including their member ID, status, expiration date, and auto renew details at any time.

Pro Tip: On TicketSpice, you can filter to only see people who have a specific membership, a specific status, or date. This allows you to quickly narrow down your members and find the information you need. You can also use the search bar to find a specific member.

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side
Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit

Click Edit Membership on the upper right-hand corner
Edit your desired details
- Create Custom Member ID: This option allows you to update the member ID for your member. This is the ID that your members will enter to validate their current membership
- Change Status: This option allows you to update the status for this member. This is used to manually adjust the status from active to inactive, or inactive to active
- Override Renewal Date: This option allows you to manually set a different renewal date for this membership
- Auto Renew: This option allows you to automatically renew this membership when it is about to expire. Note: There is a $0.99 TicketSpice fee for each automatic renewal that processes in TicketSpice
Click Save

Edit a Member's Membership Level

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side
Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit

Click Edit Membership on the upper right-hand corner
Click Change Membership Level
Select the new membership level
Click Save

Pro Tip: When you move a member to a different membership level, their future auto-renewal will use the pricing and renewal settings associated with the updated membership. This means the member’s next renewal amount may change based on the new membership level price.

Note: A member’s individual auto-renewal setting overrides the membership level setting. For example, if a member already has auto-renew enabled and you move them to a membership level where auto-renew is disabled, that member will still continue to auto-renew unless you manually update the member's renewal settings.

Similarly, if a membership level requires auto-renewal but an individual member has auto-renew turned off, that member will not renew automatically with the rest of the membership level. Because auto-renew settings can vary between the membership level and the individual member record, we recommend reviewing the member’s auto-renew status anytime you change their membership level to confirm it is set correctly.

Pro Tip: If you move a member to a membership level with a fixed renewal date, the membership's current renewal date will not automatically update to match that fixed date. It will only update right after the next renewal. Depending on timing, this may result in a shorter membership term than expected.

To avoid shortening the member’s access period, we recommend updating the member’s expiration date to the following renewal cycle if needed.

Edit a Member's Payment Method

In TicketSpice, you can edit a member's payment method before the renewal, or edit their payment method after their auto-renewed membership declines. Learn how to do both.

Update Payment Method Before Auto-Renewal

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side
Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit

Click the ... icon in the top right corner
Select Update Payment Method
Update the member's payment details
Click Save

Update Payment Method After the Membership Declines

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side
Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit

Click Update Payment Method in the Banner
Update the member's payment details
Click Save
After updating the payment method, click Re-Run Credit Card to re-run the newly added billing information and renew the membership

Add a Note to a Member

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side
Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit

Scroll to the Notes section, and click Add Note
Add your note
Click Save Note

Resend a Member's Membership Info Email

You can resend a member’s membership email at any time. This email includes their member ID, membership level, and expiration date.

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side

Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit
Click the ... button in the top right corner
Select Resend Membership Info Email

Pro Tip: Membership details in the membership info email such as the membership level, member ID, status, and expiration date are updated at the time you send the email, so they always reflect the most current information.

Renew a Member's Expired Membership

You can manually renew a member’s membership after it has expired, if desired.

From the top menu bar, hover over the Extras tab
Select Memberships from the dropdown
Select the Members tab on the left-hand side

Search for the member using their name, member ID, or email in the search box
Click the eye icon on the member you want to edit
Click Renew Membership
Confirm that you want to renew the membership by clicking Renew Membership in the top right corner

FAQs

When do the membership updates/renewals run?

Membership updates run every day between 4-5PM PST. 24 hours prior to running, our system scans for any upcoming expirations to see if auto-renew is enabled. If auto-renew was disabled during the initial membership, but is enabled prior to the 24 hour window, then that membership will auto-renew.

Can I renew a Membership not set to auto-renew?

Yes, when a membership not set to auto-renew expires, you can manually renew that membership, which will charge the current card on file. Click here to learn how to do this.

If I have a member who auto-renews their membership and their card expires, will TicketSpice automatically update the card's expiration date, or will the membership payment decline?

If you're using Webconnex Payments, the system will automatically update a member's expiration date if their card expired, but their card number remains the same. This is because Webconnex Payments offers an auto-card updater feature for memberships. This feature is automatically enabled, and comes at no additional cost. This feature is available for traditional credit card transactions only. Right now, the auto-card updater feature does not work for memberships that are paid with Google Pay or Apple Pay.

This feature is not available when using a custom payment processor. If you are currently using a custom payment processor and are interested in learning more about Webconnex Payments, click here.

Why can't I see my membership transactions?

There are several reasons why you might not see a transaction for your membership.

You imported a membership: When you import a membership, TicketSpice will not display a transaction because no payment or transaction occurred within TicketSpice
You deleted a page with membership data: Membership transactions are tied to the page where the membership was created. If that page is deleted, the associated transactions will no longer be visible

Will auto-renewed members receive a notification before their membership renews?

Yes. TicketSpice automatically sends members a renewal notice 20 days before their membership is scheduled to auto-renew and charge.

The notification includes the member’s renewal date, membership ID, membership level, renewal amount, and renewal term. It also provides contact information for your organization and a link for members to manage their membership preferences or turn off auto-renewal before the renewal is processed. This email is standard and cannot be modified at this time.

Note: If you manually update a membership’s renewal date and set the new renewal date to fewer than 16 hours in the future, TicketSpice will still process the auto-renewal, but the member will not receive the standard pre-renewal notice email.

To ensure members receive advance notice of their upcoming renewal, including the renewal amount and renewal details, we recommend only adjusting renewal dates when necessary and avoiding adjusting the renewal dates to fewer than 16 hours in the future.

Does TicketSpice send emails for membership auto-renewals and declined payments?

Yes. TicketSpice automatically sends emails when a membership auto-renewal payment is either successful or declined.

Successful Auto-Renewal Email

When a membership renews successfully, TicketSpice sends the customer a confirmation email that:

Lets them know their membership was renewed
Provides their membership details, including the member name, member ID, status, and expiration date
Includes a link where they can view and manage their memberships

Declined Auto-Renewal Email

If an auto-renewal payment is declined, TicketSpice sends the customer an email that:

Explains that the membership renewal could not be processed
Includes a link to update their payment information and retry the renewal payment

Manage Individual Members and Memberships