Memberships

Offer recurring membership plans with automatic billing, discounts, and add-ons.

Memberships are recurring subscription plans that give customers ongoing access to benefits like discounted bookings, exclusive activities, or automatic discounts at checkout. Billing is handled through Stripe, with payments collected automatically on each cycle.

Create a membership plan

1. Open memberships

   Navigate to your memberships section and select Create Membership.

2. Set the plan details

   Enter the membership name, description, and recurring price. Choose a billing interval (monthly, quarterly, or yearly).

3. Add benefits

   Define what members receive. This typically includes a membership discount that auto-applies at checkout.

4. Publish

   Make the membership available on your booking page for customers to sign up.

Plan visibility

By default, all membership plans are visible on your public booking page. You can hide a plan so that it no longer appears to customers browsing online, while keeping it available for staff to sell through the point of sale.

To hide a plan, open the plan settings and set Visible to No. Hidden plans:

• Do not appear on your public booking page
• Remain available in the point of sale, so staff can still sign customers up in person
• Can be made visible again at any time

This is useful when you want to offer a plan exclusively through in-person sales, phase out a plan without archiving it, or temporarily remove a plan from your website while keeping it sellable at the counter.

Hiding a plan does not affect existing members. Customers who are already subscribed continue their membership as normal.

Share a plan link

Each membership plan has a shareable link that takes customers directly to the signup flow for that specific plan. This works for both visible and hidden plans, so you can send a direct link to a hidden plan without publishing it to your booking page.

Use a share link when you want to:

• Promote a specific plan in an email, SMS, or social post without sending customers to browse your full list
• Offer a hidden plan to select customers — for example, a legacy rate, a staff perk, or a time-limited promotion
• Drive signups from a campaign landing page straight into checkout

1. Open the plan

   Navigate to the membership and select the plan you want to share.

2. Copy the share link

   Select the three-dot menu on the plan detail page and choose Copy share link. The link is copied to your clipboard.

3. Send it to customers

   Paste the link into an email, message, or webpage. When a customer opens it, they land on the signup flow with the plan pre-selected.

The share link bypasses plan visibility settings. Anyone with the link can sign up for the plan, including hidden plans. Treat hidden-plan links as semi-private and only share them with the customers you want to offer the plan to.

Membership discounts

When you link a discount code to a membership, it is automatically applied whenever the member checks out. Membership discounts are always auto-applied and stackable, so members can combine their membership benefit with other promotional codes.

You can configure how long the associated Stripe coupon lasts:

• Forever — the discount applies for the entire membership duration
• Time-limited — the discount applies for a specified number of months

If a customer qualifies for more than one membership discount on the same item — for example because they hold several memberships — Sailia applies the best discount rather than the first one it finds.

Viewing membership details

When you open a member’s detail page, the header displays the membership name and plan name — for example, “Gold Membership (Annual).” This makes it easy to identify which product and billing tier each member is on, especially when you offer multiple plans under the same membership.

The detail page also shows the current billing period as a date range (e.g., “01/04/2026 – 01/05/2026”) alongside the billing interval. If the billing cycle has a start date but no end date yet, only the start is shown.

On a customer’s profile, the Memberships tab lists all active memberships with the same membership and plan name labels, the current billing period, any attached add-ons, and the member users.

Exporting members

You can export your member directory to a CSV file for reporting, finance reconciliation, or syncing with external systems. The export reflects whatever filters are currently applied to the directory, so you can scope the file to a specific status or membership before downloading.

1. Open the member directory

   Navigate to your memberships dashboard and open the directory.

2. Filter the list (optional)

   Use the status switches (All, Active, Requested, Past Due, Cancelled) to narrow the export to the members you want to include.

3. Export to CSV

   Click Export to CSV, set the number of rows to export, and click Export to download the file.

The exported CSV uses human-readable column headers so the file is easy to share without further formatting:

Column	Description
MemberNumber	The member’s subscription number, including any custom number preserved from a migration
Name	The member’s full name
Email	The member’s email address
Started date	The date the membership started billing in Sailia
Current billing cycle start date	The start of the member’s current billing period
Current billing cycle end date	The end of the member’s current billing period
Cancelled date	The date the membership was cancelled, if applicable
Status	The current membership status (e.g. ACTIVE, PAST_DUE, CANCELLED)
Migration status	The migration status for imported members, or - for members who signed up directly in Sailia
Membership	The membership name (e.g. “Gold Membership”)
Plan	The plan name within that membership (e.g. “Annual”)

The Migration status column makes it easy to identify which members are still mid-migration from another system. Use it to spot members who are pending payment info or have not yet reached their first Sailia billing cycle, alongside members who have fully transitioned.

If you have automated reports that read this CSV, check that they reference the column headers above. Earlier exports used different column labels — update any scripts or spreadsheet templates to match the current names.

Billing

Memberships are billed through Stripe. When a customer signs up:

1. A Stripe subscription is created with the configured billing interval.
2. Payments are collected automatically on each billing cycle.
3. If a payment fails, Stripe’s retry logic attempts to collect again.

The Renewal date on your subscription settings page indicates when the next billing cycle begins.

Past-due and pending payments

When a membership payment fails — including the initial payment for a newly requested membership — Sailia marks the subscription as past due and displays a warning banner on the customer’s Memberships profile tab. The banner reads “Action required — One or more subscription payments have failed” and includes a Complete Payment button.

On the admin side, the member detail page shows an “Action required” warning with a Complete Payment button. Where the button takes the customer depends on the membership status:

• Pending memberships — the customer has not yet provided a payment method (for example, an admin created the membership manually or the signup payment did not complete). The button opens Sailia’s payment page so the customer can enter their card details and finish setup.
• Past due memberships — the customer has a payment method on file but a charge failed. The button opens the Stripe customer portal, where the customer can update their card and retry the outstanding invoice.

You can use the button directly from the admin view, or direct the customer to their profile to resolve the payment themselves.

You can also set up an automated workflow using the Membership past due trigger to send an email or SMS when a payment fails. This lets you proactively notify the customer and include a direct link to resolve the issue, without waiting for them to log in and see the banner.

The banner appears automatically whenever at least one of the customer’s memberships has a past-due status. It disappears once all outstanding payments are resolved.

Adding members from the same family

Multiple members of the same family can hold the same membership, as long as each person is only added once. During checkout, family members who already hold the membership being purchased are disabled in the member selection list and cannot be selected, preventing duplicate purchases before the basket is submitted.

This means you can buy the same membership for different family members in separate transactions. For example, if a parent purchases a membership for one child, they can later purchase the same membership for a sibling — but the existing member appears greyed out and cannot be re-selected for the same plan.

Add-ons

Add-ons let you attach optional extras to a membership plan. Customers can subscribe to add-ons when they sign up, or you can add them to an existing membership later. Each add-on can be one-time or recurring, and you can set a maximum quantity per member.

Create and link an add-on

1. Open a membership plan

   Navigate to the membership plan you want to add extras to.

2. Add an add-on

   Select Link Add-on. You can create a new add-on or link an existing one. Enter the add-on name, an optional description (up to 150 characters), and choose whether billing is recurring (charged each billing cycle) or one-time.

3. Set pricing and limits

   Set the price for the add-on. Optionally set a max quantity to cap how many units a member can subscribe to.

Add-ons are billed through Stripe alongside the membership subscription. Recurring add-ons follow the same billing interval as the membership plan.

Add an add-on to an existing member

You can attach add-ons to an active membership at any time. When you add an add-on to an existing member, Stripe prorates the charge for the current billing cycle by default.

You can also adjust add-ons on imported memberships that have not yet started billing — see Migrating memberships for details.

Migrating memberships

If you are switching to Sailia from another membership system, you can bulk-import your existing members. The migration process creates families, users, and membership instances from your import data.

During migration, you can also assign add-ons to each imported membership instance. This means members keep their existing add-on subscriptions when they move to Sailia — there is no need to manually re-add them after import.

Each row in your import data can include:

• Plan ID — the Sailia membership plan to assign the member to
• Billing cycle dates — the current billing period start and end
• Member number — an optional custom member number to preserve from your old system
• Add-ons — a list of add-on selections, each with a membership add-on ID and quantity
• Note — an optional note attached to the membership instance

Add-ons included during migration must already be linked to the target membership plan in Sailia. Create your membership plans and link the relevant add-ons before running the import.

Migration statuses

Each imported membership has a migration status that determines how billing and add-on changes are applied:

• Pending payment info — the membership has been imported but the customer has not yet provided payment details. Billing cannot start until payment information is captured.
• Pending start — payment details are on file and the membership is scheduled, but its first Sailia billing cycle has not started yet. The Stripe subscription exists as a scheduled subscription, not an active one.
• Migrated — the membership has fully transitioned to Sailia and is billing on an active Stripe subscription.
• Aborted — the migration was stopped before completing. The membership will not transition to active billing in Sailia.

Migration statuses are also available in the members CSV export, so you can review the migration progress for your full member directory in one place.

Updating add-ons on pending-start memberships

You can add or remove add-ons on a member before their first Sailia billing cycle starts. This is useful when an import omitted an add-on, included the wrong quantity, or the member changed their selection before going live.

• Recurring add-ons are added to or removed from the scheduled subscription, so they are included from the first billing cycle.
• One-time add-ons are billed on the first invoice that Sailia generates for the member when their billing cycle begins.
• One-time add-ons cannot be removed once added, because they are tied to the upcoming invoice.

For memberships that have already migrated to active billing, add-on changes apply to the active Stripe subscription as normal, with proration on the current billing cycle.

Accounting

If you use Xero accounting sync, assign accounting categories to your membership plans. This ensures revenue is categorized correctly on Xero invoices.

Troubleshooting

A member's payment failed

Stripe handles recurring payment retries automatically. If all retries fail, the membership may be paused or cancelled depending on your Stripe settings. When a payment fails — whether it is an initial signup payment or a recurring renewal — the membership is marked as past due and a warning banner appears on both the admin member detail page and the customer’s Memberships profile tab. Use the Complete Payment button on either page to resolve the issue through the Stripe customer portal. You can also configure a Membership past due workflow to automatically email or text the customer when this happens.

A pending member needs to provide payment details

Memberships in a pending state are waiting for a payment method — typically because an admin created the membership directly or the customer abandoned signup before entering card details. On a pending membership, the Complete Payment button takes the customer to Sailia’s payment page (rather than the Stripe customer portal) so they can enter their card and activate the subscription.

Cannot purchase a membership for a family member

Sailia prevents duplicate memberships for the same person on the same plan. If a family member appears disabled in the selection list during checkout, they already hold an active membership on that plan. This is intentional — choose a different family member, or manage the existing membership from the customer’s profile.

Related guides

Activity passes

Sell prepaid session bundles to your customers.

Discount codes

Create discounts for memberships and passes.

Payments

How Stripe handles membership billing.

Family accounts

Group family members under a single account.