Each guide below walks you through what to do, where to click, and how to use memberships effectively.
Membership Setup
Learn how to create and configure membership plans.
👉 Set Up MembershipSell or Purchase Memberships
Sell memberships through Online Booking or the Business Portal.
👉 Sell / Purchase MembershipManage Membership in Client Profile
View and manage individual client memberships.
👉 Manage Membership in Client ProfilePause or Cancel Membership
Pause, cancel, or refund memberships.
👉 Pause / Cancel MembershipApply Membership Benefits
Learn how membership benefits are applied during booking and invoicing.
👉 Apply MembershipMembership Management Dashboard
Monitor plans, subscriptions, and performance metrics.
👉 Membership Management Section
Why hasn’t the membership been renewed?
If a membership did not renew as expected, check the following:
Is the membership paused?
Paused memberships do not renew or charge until they are restarted.Did the membership payment fail?
A failed charge will prevent renewal.Was the membership canceled by the client or staff?
Canceled memberships do not renew.Was the client’s credit card removed or expired?
Memberships require a valid card on file to renew successfully.
Why can’t the membership benefit be applied to the invoice?
Membership benefits may not apply if any of the following are true:
The service in the appointment is not included in the membership’s benefit configuration
The allocated benefit quantity has already been fully used
The benefit has expired
The membership is currently paused, which makes all benefits unavailable
What happens if a membership renewal fails due to a payment issue?
If a membership renewal fails because the payment could not be processed, the membership will immediately cancelled.
notifications are handled as follows:
Business notifications
Currently, only the business owner receives a notification
The notification appears under Notifications (bell icon) → Activity in the top-right corner
Staff members do not receive notifications at this time
💡 Notification visibility for staff will be improved in a future release.
Client notifications
At this time, clients do not receive automatic notifications for failed membership payments
Client-facing payment failure notifications are under development
This enhancement is expected to become available around March 2026, when the membership feature reaches general availability
What should businesses do?
If a renewal payment fails, we recommend:
Reviewing the notification in the Activity feed
Contacting the client to update their payment method
Resell the same membership and proceed the charge once a valid card is available
Why are benefits already applied to the invoice, but no redemption records appear under the membership?
This behavior is expected and is related to how the invoicing system records benefit usage.
Here’s how it works:
When a membership benefit is applied to an invoice, it is not immediately recorded as redeemed
If the invoice is still open or unfinished, the system does not count the benefit as deducted
The redemption record is created only after:
The invoice is closed, and
The appointment is marked as finished
Once both steps are completed, the benefit redemption will appear under the membership’s Redemption History.
Important note about refunds
Refunding an invoice does not reverse benefit usage
Once a benefit is redeemed and recorded, it remains consumed even if the invoice is later refunded
Why can’t memberships, discounts, and packages be used together?
In the current invoice version:
Only one promotion type can be applied per service item:
Membership benefit
Package
Discount
In Invoice V4:
Memberships, packages, and discounts can be applied together
This applies even within the same appointment or service item
Why is a client unable to purchase a membership?
A client may not see or be able to purchase a membership if:
The membership includes services that are not applicable to the client
Service restrictions such as pet size, breed, coat type, or weight do not match the client’s pet profile
Review the membership’s service benefit configuration to confirm eligibility rules.
Can a client use benefits while their membership is paused?
No.
As soon as a membership is paused:
Billing stops
All benefits become unavailable
Benefits cannot be redeemed until the membership is restarted
Can I create a membership for a specific pet?
No.
Currently, memberships in MoeGo are created at the client level, not per individual pet.
This means:
One membership applies to the entire client profile
Membership benefits can be used across eligible pets under that client, based on your benefit and service configurations
Pet-level memberships are not supported at this time.
Are there any limitations on the card a client can use?
Yes. Membership billing does not support additional secure verification during payment.
If a card requires extra authentication at the time of charge, the membership payment will fail.
To avoid issues, we recommend using cards that support standard card-not-present transactions without additional verification requirements.
Is there a grace period if a membership payment fails?
No.
If a scheduled membership renewal charge fails:
The membership subscription is canceled immediately
There is no grace period where benefits remain active without payment
Once canceled, the membership cannot be resumed and must be repurchased by the client.
Current Beta behavior (important)
In the current Beta version of Memberships, the system includes limited retry support:
If a payment fails at the time of renewal, the system will automatically retry the charge every 48 hours
Can I edit a membership after a client has purchased it?
Yes, with some limitations.
Most membership details can be edited even after clients are subscribed
Service benefit changes take effect starting the next billing cycle
Billing cycle and billing schedule cannot be changed once a membership is sold
What does unlimited quantity mean for pricing benefits?
That means the member can always enjoy the discounted service as long as their membership is active.
Can membership be sold along with the appointment?
No, membership has to be sold independently and apply to the appointment invoice.
What processing fees apply to membership charges?
Membership charges are processed using the card on file and are considered card-not-present transactions.
Processing fees are typically percentage-based
For example, if your standard fee is 3.4% + $0.30, membership charges are subject to 3.4% only
Can I pass the processing fee to clients?
Yes.
If enabled in your MoeGo payment settings with fee by client:
The processing fee can be passed to the client
The fee will be clearly displayed when selling the membership, and you can choose to unselect passing fee.