Renewal reminders before and after the date — and a list of who to call
Members who renew by hand are now reminded 90, 60, 30, 15 and 7 days before their membership ends, and 7, 15, 22 and 30 days after if they haven’t renewed — it used to be one email, about a month out. Each reminder leads with the date (“Your membership ends on Nov 5”), the one a week out is more direct, and its button is always the right next step: Renew before the date, Rejoin after it, and Pay My Renewal for an auto-renewal whose card was declined, with the day their member access runs out. A member added ten days before their date gets one reminder, not five at once; nobody gets two renewal emails in a day (the card-declined and lapse notices count as that day’s reminder); and a renewal starts the schedule over. Members on auto-renew get no “renew” reminders — just one heads-up 15 days before they’re charged, in case their card has changed. Group seats, Do Not Contact and unsubscribed members get none, and each reminder is in the member’s own language. For admins, the new Renewal Watch lists everyone whose membership ends in the next 30 days with nothing renewing it, every declined auto-renewal, and everyone whose membership ended in the last 90 days — with their phone (tap to call), email, how they pay, and which reminder they last got — and the admin home and weekly summary say how many there are to encourage. Mark Contacted takes someone off the count once you’ve reached them. The reminders can be turned off under Settings → More Settings → Emails & Newsletters.