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Post by firecrackergirl on Oct 20, 2016 4:46:08 GMT
I'm sorry to ask a fitware question, but is anybody else strugging to convert terminated members to OK? I re-sign then, but status still shows as term. Lots of returning previous members lately  ) Also, do you guys re use access cards? I try to have members turn in old ones, and then recycle them, but sometimes its hardto get the old ones working again. What do you do? |
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Post by Enough Is Enough on Oct 20, 2016 12:22:24 GMT
The issue we have with re-signing former members is that the billing is always set to Statement unless you adjust it to the cc or checking on file. And YES we absolutely re-use access cards as much as possible. It's painful paying over $500 for 100 cards when on the open market it would cost closer to $100. Cards recycled from former "members" should not be a problem. After you terminate them it frees up the card. If the card was from a prospect that gets a little trickier. You have to find them in the prospect engager, click on the white drop down arrow next to the word Trial in the black box towards the top/right. Then you click not interested. After that you click on Edit (also top/right)and then delete (bottom/right). That is the only process we have found to free up an access card from a prospect (i.e. free week, 30 day trial, etc.)
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Post by snaplongtimer on Oct 20, 2016 13:44:01 GMT
I had the issue before with setting a member to ok status and they still show terminate. I tried to take up that issue with fitware help, but it seems they never had an answer. I have no idea about that one. It rarely happens though.
I reuse key cards whenever I can. When someone returns a key card looking for a refund, I tell them we do not offer refunds, but we will "recycle" the card for you. Then they turn it over. I give the impression I am throwing it into the recycling bin. Otherwise, some may take it with them. Happened to me before. Once I have the key card I stand it end up in the box of cards. It seems whenever I try to reuse it right away, it will not become active for up to 12 hours or more. Very frustrating at times. Probably terminating the account and erasing it from memory would be the best thing, but who wants to do that.
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Post by Circling the Drain on Oct 20, 2016 16:04:34 GMT
We've had the same problem trying to reactivate terminated accounts. It seriously crossed my mind that this was some evil plan to charge us double on new member fees by making us do it twice. Have even had problems entering new billing info and having it not selected for future use. I basically go back in and recheck everything I enter in Fitware as I have no faith in that system. As far as reusing cards, I save them for the Silver Sneaker members. This way if it takes over an hour to reactivate, who cares? They won't be back twice in the same day anyway. But new members sometimes run home to eat or change and come back. Can't take the chance of them not getting in. We have found that sometimes refreshing the cards in the Portal helps too. Just click on the upper right hand corner on the icon that looks like 3 stacked boxes, then click Support, then Card, then enter the card # to refresh. Doesn't always work, but if you've tried everything else, it's worth a shot.
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