Overview

Sometimes clients return after placing their membership on suspension or scheduled cancellation. In these cases, you can easily reactivate the membership from within their profile—avoiding the need to sell a new one. This guide shows you how to reverse a pending suspension or cancellation and resume billing and access.

Prerequisites

• Admin access to Core
• A membership in Suspended or Active (with scheduled cancellation) status
• Clear communication with the client regarding reactivation timing and billing terms

Step 1 – Navigate to the Client's Membership

• Log into Core

• Go to Clients

• Use the search bar to find the client by name, phone, or email

• Click on the client's name to open their profile

• Select the Payment tab > Memberships

Step 2 – View Membership Details

• Locate the membership that is Suspended or Active (with scheduled cancellation)
• Click the eye icon next to the membership to open the details

Step 3 – Reactivate the Membership

If the membership is Scheduled to Cancel

• Click the pencil icon next to the Current Status

• In the Update Status dropdown, choose Remove current cancellation

• If prompted, confirm any resumption or billing date

• Click Update Status to finalize the reactivation

If the membership is Suspended

• Click the pencil icon next to the Current Status

• In the Update Status dropdown, choose Active

• If prompted, confirm any resumption or billing date

• Click Update Status to finalize the reactivation

Tip: If the client was on suspension, their billing may resume immediately or from the next billing cycle depending on your setup.

Expected Outcome

The membership is restored to active status. Future sessions and billing will resume as if the membership had never been paused or canceled.

FAQs

Q: Will clients be charged immediately after reactivation?

That depends on your billing configuration. Check the membership’s billing schedule when reactivating.

Q: What happens to sessions missed during suspension?

These are not billed unless your configuration or business policy supports retroactive billing.

Q: Can I reactivate a membership that was already canceled?

Only memberships in scheduled cancellation can be reactivated. Fully canceled memberships must be re-purchased.

Need help? Reach out to our support team at [email protected]