đ Ultimate+ only: This feature is available on the Ultimate+ plan.
đ Note: Memberships are available only to businesses using Smarter Invoice.
Membership issues can come from account eligibility, plan settings, client or pet information, subscription status, payment history, or checkout configuration. See the Memberships overview for the normal workflow.
Use this guide to check the most common causes.
Memberships are missing from the account
Confirm the plan: Verify that the business uses Ultimate+.
Confirm the invoice experience: Verify that the business uses Smarter Invoice.
Confirm MoeGo Pay: Check that MoeGo Pay is set up for recurring billing.
Confirm staff permission: Review the staff member's Membership permissions.
Eligible businesses receive Memberships automatically with Smarter Invoice. If an Ultimate+ business on Smarter Invoice still cannot find Loyalty > Memberships, contact MoeGo Support.
A plan is missing during a staff sale
Confirm the plan is Active: An Inactive plan cannot be sold to a new client.
Confirm the location: Check that the plan is offered at the selected sale location.
Check the existing subscription: The same client may already have the same plan in Scheduled or Active status at that seller location.
Review eligibility: Compare the client and pet information with the plan's target services, add-ons, and pet rules.
Complete missing pet information: Missing data can hide an otherwise eligible plan.
If all settings match and the plan is still missing, capture the plan and client details before contacting Support.
A plan is missing in Online Booking
Confirm the plan is Active.
Confirm Purchase via Online Booking is enabled.
Confirm the Online Booking location matches the plan.
Review the selected services or add-ons: They must match the plan when applicable-purchase filtering is enabled.
Review the selected pets: The current flow can show a plan when at least one selected pet has an applicable target service or add-on.
Review pet details: Missing or mismatched breed, weight, type, or other configured information can hide the plan.
Do not remove a valid business eligibility rule only to make the plan appear. Correct the client or pet profile only when the business confirms the stored information is wrong.
A Membership benefit did not apply at checkout
Confirm the subscription status: Benefits from Paused, Scheduled, or Canceled subscriptions may be unavailable.
Check the remaining quantity: A used service credit cannot be applied again.
Check the expiration: Confirm that the benefit is still active.
Check the eligible item: Compare the invoice service, add-on, product, or package with the benefit setup.
Check the location: A benefit issued with a purchase-location restriction may be unavailable elsewhere.
Review the deduction order: Smarter Invoice applies Package, Membership, Discount, Store Credit, then Tax.
Select the Membership manually: One Membership applies automatically by default. Choose another eligible Membership manually when the configuration permits.
Use Business Web: Business App can display an applied Membership but cannot add, remove, or change it.
Contact Support when an Active, unexpired, location-eligible benefit with remaining quantity still cannot be selected manually.
A recurring payment failed
Open the Membership activity: Review the failed-charge entry and recorded reason.
Open the related invoice: Confirm whether a charge or invoice succeeded.
Check the saved payment method: Look for an expired, removed, declined, or verification-blocked card.
Change the payment method: Ask the client to provide another supported saved card when needed.
Review the recorded subscription status: Do not assume the subscription was canceled or that a retry will occur.
đ Note: Retry timing, customer reminders, and the complete recovery process can vary. Contact Support when the recorded status and payment history do not match or a successful payment does not restore the expected benefit period.
A Store Credit transfer is unavailable
Review the plan's transfer rule: The plan may block service-credit conversion.
Check the issued benefit's rule: Benefits already issued keep the transfer rule from the cycle when they were granted.
Check the benefit type: Unlimited benefits cannot be converted.
Check the plan pricing: Preset-value transfer currently requires a single-price Membership.
Review the expiration label: An Expired label does not block transfer, but the business should review the credit before converting it.
The Store Credit amount cannot be changed
The plan may use a preset value. A preset-value transfer locks the amount and sales tax. Staff cannot enter a different value during that transfer.
If the business wants to change the preset rule, edit the Membership plan. The new rule begins with the next billing cycle and does not rewrite benefits already issued.
A plan edit did not affect the current period
This is expected for supported price, tax, benefit, and Store Credit transfer-rule changes. The current paid period keeps its existing rules, and the update begins with the next billing cycle.
Billing cycle and billing schedule cannot be changed after the plan has a subscriber.
A canceled subscription received another charge
Capture the following and contact Support:
Cancellation time and selected cancellation option
Charge time and payment method
Subscription activity
Related invoice
Client and plan
Do not delete or recreate the client, invoice, or subscription before Support reviews the records.
A deleted or merged client continues to receive charges
Contact Support immediately with the original and current client records, Membership plan, subscription history, invoices, and charge timestamps.
The same percentage benefit appears more than once
If the same percentage benefit applies more than once to the same item across renewal cycles, capture the invoice breakdown, active benefit periods, and subscription history, then contact Support.
Price preview shows an unsupported Membership source
If an eligible Active plan cannot reach payment and the price preview shows an unsupported Membership source-type error:
Capture the full error: Include the message and timestamp.
Capture the sale context: Include the client, location, plan, price, and payment method.
Do not retry repeatedly: Preserve the current state for investigation.
Contact MoeGo Support: Share the captured details.