For resources on setting up your initial membership portal and membership site, click here.
If you are getting ready to launch your new season while carrying your memberships through, this is your simple guide to membership renewal!
Quick links:
Login to your account:
AU - intix.com.au
NZ - intix.co.nz
UK - intix.co.uk
US - intix.com
> Organiser Settings
Set your membership site offline
Membership/Season tickets > Membership Settings - switch membership site to "offline mode" while you build your new season, and then change to "online" prior to renewal date.
Before you copy: tidy up last season
The Confirm Copy button stays greyed out until all three steps are completed and ticked:
- Expire price options - Membership/Season Tickets > Pricing > Price Options. Set an expiry date on any price option that should not be sold again.
- Delete unwanted price options - same screen. Remove price options you are not offering at all next season.
- Delete unwanted categories - Membership/Season Tickets > Pricing > Member Category. Remove categories you are retiring.
Tick each step in the Copy Seating Map window as you finish it. The tick boxes are a checklist for you — they confirm you have done the work, they do not do it for you.
Why this order matters: anything left in place gets copied into the new season as a "Copy of" item, and you will have to clean it up afterwards on live memberships.
If your seat map has no seats attached, you will not see the checklist and can copy straight away.
Copy the previous season's seat map
Give the new season a title, then set:
- Renewal Date — the date your members' cards on file will be charged. This is also the start date of the new season.
- Membership Expiry Date — the date the new season's memberships stop being valid.
Both dates must be today or later. Choose them carefully: once the seat map is created, the renewal date cannot be changed. If you pick the wrong date, copy last season's seat map again and delete the one created in error.
If you don't see the date fields: the Renewal Date and Membership Expiry Date only appear when there are members on the old seat map who are opted in to auto renewal. No fields means no one is set to auto-renew.
Enter the Title of the new season, select the start and end dates for renewal
Enter the Title of the new season, select the Renewal start and end dates:
Copying the seat map carries over:
- Membership Categories
- Price Options
- Allocations (seats, where applicable)
- Renewing Members
This creates memberships for the upcoming season. All price options will default to the renewal and expiry dates you set overall, but you can edit individual price options as needed.
Edit the copied categories names 'Copy of' to the current naming conventions. This way all renewals will be seamlessly updated.
Members opted in to Auto Renewal will have an Unpaid Orders against their membership that will be automatically charged on the date you chose above. You don't have to do a thing!
Members receive an email 3 days in advance of renewal, advising them that their cards will be charged on the appointed date. (You cannot customise automated emails. If you wish to send specific information to your members, use our in-built marketing suite)
Update assets and info for new memberships:
- Edit the 'Copy of' categories
- Edit the 'Copy of' price options'
- Update new category images
- Adjust units available if needed
- Adjust price options if needed
- Custom Pages - detach old categories, update information, and link new categories
- If you are no longer offering a particular membership type - cancel those members and create a new equivalent type, issuing new unpaid orders to cancelled members
Payment options and instalments:
Auto renewal is set in Membership/Season Tickets > Additional Settings > Payment Options.
A member only renews automatically if both of these are true:
- The member is opted in to auto renewal (Member Listing > view member).
- Auto renewal switched on (Membership/Season Tickets > Additional Settings > Payment Options).
If auto renewal is switched off, nobody on that payment option will be charged at renewal — no matter what their individual setting says. Check the Membership/Season Tickets > Additional Settings > Payment Options before every rollover.
Important: switching auto renewal off cannot be done by the organisation, contact your Account Executive or help@intix.com.
Instalment plans
Payment options are either Pay In Full or Pay By Instalments. Instalment plans run on fixed dates with a percentage of the total taken on each date custom set by the organsiation.
Those dates belong to the season they were set up for. When you roll over to a new season you will need to create your instalment payment options for the new dates — last season's schedule will not shift forward on its own.
Once new Pay By Installment dates have been created, instalment member's renewal creates one unpaid order.
What happens if a renewal payment fails?
If a member's renewal payment fails, the payment will not automatically retry.
The member will receive an email notifying them that their renewal payment was unsuccessful and that action is required.
How can organisers identify failed renewal payments?
Organisers can view failed renewal payments in:
Membership / Season Tickets > Members > Instalment Payments > Member Instalments
Use the Instalment Payments filter to identify members with failed or overdue payments.
Organisers can also identify failed payments through:
- Email notifications: An email is sent to the organiser for each failed payment.
- Installment Payments: The member's status will show as Overdue.
- Member Listing export: Export the Member Listing and use the Payment Option filter to identify members paying by instalments.
How can a failed renewal payment be recovered?
The customer receives an automated email notifying them that the payment has failed and a link to try to complete the payment.
The organiser can trigger the payment again once the member's payment details have been updated or confirmed.
Recommended process:
- Contact the member to let them know their renewal payment has failed.
- Ask the member to update their payment card details if required.
- Once the payment details have been updated, the organiser can trigger the automatic payment to collect the outstanding renewal amount.
- Check the member's instalment status to confirm that the payment has been successfully processed and the account is no longer overdue.
Important: A declined renewal payment will not automatically retry, so organisers should follow up on failed payments to ensure the member's renewal is successfully completed.
Membership renewal FAQs:
Q: What if my pricing is different this year?
A; Edit the pricing option, and the system will automatically update the Unpaid Order amount.
Q: There are several members on an order - one member doesn't wish to auto-renew.
A: 1) If it is mid-season and a member lets you know they won't be renewing next year, use the "Opt Out" button (Member Listing > search member name > view member). That member will not be charged at the renewal date for next season.
2) If you have already created the new season and a member contacts you to bow out of the upcoming season, use the "Cancel Membership" button. This cancels the Unpaid Order against that member, and they will not be charged on the renewal date.
NOTE: this cancels only the individual member, not all members on the same order.
Q: How does a member update their card details? (ie. expired or lost card)
A: 1) Best practice - the Member logs into their membership portal (https://am.intix.com/your-organisation-name), selects "Payment Methods" and updates their card info.
2) You can update their card info for them - Member Listing > search member name > view member > Add Payment Details:
NOTE: this updates the payment method for all memberships on the customer's account. If you want to separate payments on individual memberships, each member requires their own account.
Best practice: have the customer log into their own account in the membership portal and manage their cards:
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NOTES:
- Ticket Packages cannot be auto-renewed.
- Auto renewal applies to memberships greater than $0 (complimentary memberships are not renewed automatically)
- Once the season start date (the renewal date) is set, it cannot be changed. If you have selected the wrong date accidentally, copy last season's seat map again and delete the one created in error.
Questions? Email your Account Executive or help@intix.com.