Membership FAQs

I have a team that trains at my facility. How do I set them up with a membership if they have paid their fees separately?

If a team has paid their team dues through a separate method, you can set up a free membership for the team. Go through the membership creation process outlined above, set a price of $0, and when you're finished, make it private. Then, send the link to the membership directly to the team to ensure they get their benefits!

Can membership credits be applied to different services? For example, can a membership credit apply to both a cage rental and a hitting lesson?

As of right now, Swift only allows membership credits to be applied to a specific service. You can set up credits to apply to specific rentals or lessons. Credits that are set up to apply to rentals cannot be applied to lessons, and vice versa.

However, credits can be applied to the different options within a specific service. For example, if you set up the membership credits so that they apply to rentals, and you have rentals for batting cages and pitching mounds at your facility, these credits could apply to both types of rentals. To make this happen, you would have to select both the batting cage rental and the pitching mound rental when initially setting up the credits. The same approach can be used to make membership credits apply to multiple types of lessons.

When do credits replenish? If my membership credits are set to renew monthly and a client purchases a membership for which they are charged on the 15th, does that mean their credits renew on the 15th of each month?

When you set up membership credits to renew on an interval - this is referring the calendar timing (ex. renewing monthly is based on the calendar month). This does not mean that credits refresh with the billing cycles of clients.

In the case of the question above, let's say a client purchases a membership that comes with 8 monthly credits. If they were to use all 8 credits by the 15th, their credits would not refresh until the start of next month.

Additionally, if a customer receives 4 weekly credits, then the week is considered between Sunday to Saturday (inclusive), with credits refreshing on Sunday.

If you'd prefer to align the billing cycle with the calendar month, the best option would be to switch the billing cycle in advanced settings so that it always bills on the first of the month ensures that credits refresh with the billing cycle.

Do credits apply to classes?

Yes, credits can be applied to classes! However, they can only be applied to classes that are set up as Drop-In classes. If you are going to offer a package or membership with credits for a specific class, the credits can only be set for Drop-In style classes.

Credits cannot be applied to Full (All Session) classes.

How do I find how many credits a customer has left?

The best way to determine the number of credits a customer has remaining, is to go the Credits tab in their profile on the Admin side.

Alternatively, from a customer's perspective, if they purchase a membership that offers 8 credits for a one hour batting cage session per month, the best way to determine how many are left is to go through the process of booking a batting cage rental. As they go through checkout, the system will calculate how many credits can be redeemed against the slots they've selected (so if you select 1 slot, you will see 1 available credit to be used).

It seems like something's wrong with my credits, I keep getting a message that none of my credits are eligible. How do I troubleshoot credits?

If you receive the message that "none of the credits you own are applicable to this purchase," try working your way through these three troubleshooting options.

Firstly, check to see if there are any restrictions on the credits associated with your membership. A common facility restriction is that no more than 2 credits per week can be used to book a service. Accordingly, if you have already hit the weekly limit for credit-based bookings, this message will appear.

Additionally, you may want to check that the credits can be applied to the service you are attempting to book. Membership credits can be set to apply to different types of rentals or different types of lessons, but not to both rentals and lessons. Check the membership to determine the services for which the credits can be used.

Finally, check to see if you have used up all of your applicable credits for the month. Credits refresh with the calendar period, not the billing cycle.

If making a booking for next week, does that mean that credits are registered for use this week or next week?

Many facilities place restrictions on credit usage, most commonly on a weekly basis. Therefore, when booking, it can be confusing to know if you've used your credits appropriately based on restrictions. Let's break down how this works.

In Swift, a credit is considered "used" in the week for which the booking is to take place.

Let's break this down further based on the example that we've used throughout the FAQ section. Assuming that I own a membership that gives me 8 credits for one hour batting cage sessions in a month. We can also make the assumption that the owner of the facility has restricted credit usage to two credits per week.

In this scenario, if I were to book two hour-long batting cage sessions next week using my credits, those credits are considered "used" next week, not this week. In this instance, I would not be able to book any additional batting cage sessions once next week rolled around. However, in this scenario, despite having booked sessions next week, I could still book two batting cage sessions in this current week, without impacting next week's sessions. Again, this is because credits in Swift are considered "used" within the week of the booking occurring, not the week that the booking was made.

A week is considered to be from Sunday to Saturday (inclusive).

The customer will not be paying by card for their membership. How can I assign the membership to a customer without adding a credit card to their account?

If you collect payment for a membership outside of Swift and want to assign the membership to a customer without adding a credit card to their account, you can do so by creating and applying a coupon at checkout when assigning the membership to their profile. Follow the steps below to complete this process:

Go to Marketing > Coupons.
Create a new coupon with these settings:

Set the Type to Percentage.
Set the Amount to 100%.
Set the Duration to Forever.

After you have created the coupon, go to the Customer's profile and click on the Activity tab
Click the Assign Membership button
Select the Membership from the drop down list
Enter in the Coupon Code and click Apply
Next, click assign Assign Membership.

This will allow you to assign the membership without needing to add a credit card to the customer's profile.

How can I offer a family or sibling discount for a membership?

If you’d like to provide a discount for families with multiple children, there are a couple of flexible options available.

Sibling Add-On Membership - You can create a separate “Sibling Add-On” membership at a discounted rate. This membership can include any discounts or credits you'd like, and you can set it to Private so it’s not visible or bookable by the public on your booking page. You can either assign this manually to the sibling’s profile or provide the parent with the direct booking link to sign up for it.

This method allows you to keep the primary membership public while offering a custom, lower-priced version for additional family members.
Coupon - Another option is to issue a coupon code that families can use when signing up. This gives you flexibility and control without needing to create a secondary membership. The second (or any other additional family member) can simply apply the coupon code at checkout to receive the same membership at a discounted rate — you can set this so that the get a one-time discount on their first payment, or an ongoing discounted for as long as their membership is active.

Just a heads-up, if one sibling decides to cancel their membership, the system will not be able to automatically adjust the other family member's membership if they're no longer to receive any special discounts — that adjustment would need to be monitored and handled manually by your team.

How can I schedule a membership to cancel at the end of the current billing cycle?

Currently in Swift, if a membership has been set up as "End membership on the day of cancellation" then when a facility or customer cancels the membership, they will lose access to any membership benefits immediately.

If you would like to schedule for the cancellation to occur at the end of the current billing cycle, this will have to be done in Stripe per customer.

In Admin, go to the customer's profile
Select the Payments tab and then click on their Stripe ID, which will open their Stripe profile in a new window/tab
Under Subscriptions, hover over the active membership and select Cancel Subscription
Select Cancels at the End of the current period
Click the purple Cancel Subscription button, which will schedule the cancellation to take place at the end of the billing current period.

Can a member pause their membership?

It’s possible to pause the payments for a membership; however, the membership itself will remain active, meaning the customer will still have access to the benefits and credits during that time.

To pause payments for a membership, it will need to be done within Stripe on the Admin side,

In Swift, open the customer's profile
Select the Payments tab
Click on their Stripe ID, which will open their Stripe profile in a new tab/window
Hover over the active subscription (membership), and click the three horizontal dots button
Select "Pause payment collection"
Choose the Pause Duration and Invoice Behaviour
Click the purple Pause button to pause their membership

If you don't want the customer to have access to the benefits and credits of the membership during their break, it would be better to cancel the membership and have them rejoin when they’re ready.