MMS Billing FAQs

If a client cancels an account with a 30-day notice and the payment due during that period is later rejected after cancellation, should the account be uncanceled or remain canceled?

The account remains in Canceled status.

How does the return logic work for past due accounts under different billing systems (IBB vs. ABB), and why might some accounts not return after 90 days?

The “Return Past Due Accounts After 120 Days” setting affects all clubs, regardless of billing type. 

• If enabled, an account will not be flagged for return if a successful payment was made within the past 120 days, even if a past due balance remains.
• If the setting is not enabled, the system uses the legacy 90-day logic, where accounts past due more than 90 days are flagged for return. This logic does not consider successful payments and only looks at the days past due.

If accounts appear stuck or not returning as expected, support process issues may also be preventing them from being properly flagged.

If a member is several months past due and the club wants to restart their payment schedule to avoid a bulk catch-up payment, does the agreement need to be canceled and reissued?

Not necessarily — it depends on what needs to change in the agreement.

If the future payment schedule and amounts remain the same, the club can simply write off the unpaid invoices by applying a credit and update the member’s payment profile with valid billing information. If the necessary adjustments cannot be handled through a write offs/waiving invoices, the agreement would need to be rewritten.

If the future schedule or payment amounts need to be changed, then the agreement should be rewritten.

Is there currently a way for members to update their add-on payment method online?

No, members can only update their recurring payment method for dues. However, if an add-on uses the same payment method as dues, then updating the dues payment method will also update the add-on payment method.

Please note, this applies only to recurring records — it does not affect outstanding add-on charges that have already been created.

Does the status of a contract (Cancelled, Returned, Expired) affect whether a payment can be refunded in Member Management?

The ability to refund dues on cancelled accounts was added in March 2022. Refunds are blocked for returned accounts and suspended accounts. The expiration date of the account does not affect refund eligibility.

If a client is normally billed bi-weekly but does a PIF (Paid in Full) agreement with auto-renew, will the renewal switch to monthly billing?

All rollover renewals typically maintain the original billing frequency unless a club uses the Renewal Billing Frequency feature to set a different schedule. However, when an agreement is entered as PIF (single payment), it is automatically treated as having a monthly billing frequency. As a result, the auto-renewal on a PIF agreement will convert to monthly billing, even if the original frequency was bi-weekly.