When a member’s card expires or changes, their recurring payments can fail. This guide shows you how to update a member’s recurring membership payment details from POS or Venue Manager so future payments continue successfully.
From March 9, 2026 (AET), we’re changing how recurring membership payment details are updated in Venue Manager. Manual card entry is being replaced with a secure link that members use to update their own payment details.
This change helps meet PCI security standards and reduces your venue’s exposure to cardholder data — keeping member data safer and lowering fraud and compliance risk.
There is no change to the POS workflow — continue to update cards at POS as usual.
During rollout, venues may see either in Venue Manager:
Manual card entry, or
The secure update link workflow.
How updating payment details works
Updating payment details replaces the card used for future recurring membership payments.
Past successful payments are not affected.
The billing date does not change.
The new payment method is used for the next scheduled billing date (the membership's anniversary date).
For example, If a monthly membership was purchased on 12 June and the card is updated on 25 June, the next payment is still 12 July.
Use POS when the member is at the venue and providing new card details in person.
Use Venue Manager when updating details remotely or while managing memberships from the back office.
Special case: reactivating a membership
Reactivating a membership behaves differently from updating payment details.
If you reactivate a monthly recurring membership and enter new credit card details, the first recurring payment is charged immediately on the reactivation date.
The membership’s billing cycle then resets to that date.
For example:
If you reactivate the membership on May 12, the member is charged on May 12.
The next recurring payment will be charged on June 12.
This means the original renewal date is replaced by the new reactivation date.
Update membership payment details from POS
To update the credit card details for a recurring payment membership at POS:From POS:
- From POS, search for the member by membership name or number.
- Select the active membership.
- Review the membership details page (a notification is displayed if the membership is currently suspended due to a payment failure).
- Select the Update payment details button at the bottom right of the screen.
- Swipe a credit card via the card terminal to authorize recurring payments.
After you update the payment details, the new card will be used for the next recurring payment.
If the membership is terminated
If the membership is Terminated (not Suspended), select Reactivate membership at the bottom right of the POS screen:
If the saved payment details are valid, payment is taken immediately and the membership becomes active.
If the saved payment details are invalid, swipe a new card and confirm payment to reactivate.
Update payment details from Venue Manager
During the rollout, venues will see either manual card entry or the secure update link workflow, depending on their rollout stage. Once rollout is complete, manual entry in Venue Manager will no longer be available, and all venues will use the secure link workflow.
To update payment details for recurring memberships:
- From Venue Manager, use the search bar in the main menu to find the member (name, email, phone number or membership number).
- Open the membership booking from the search results.
- Select the Payments tab.
- Select Update payment details.
- Follow the option shown on your screen.
If manual entry is still available
If you see fields to enter card details, secure update links are not yet enabled at your venue. Continue entering card details manually until your venue moves to the secure link workflow below.
Enter the new card details.
Select Update payment method to save.
If secure update links are enabled
If you see options to send a secure link (Email or SMS), manual entry has been removed. Staff can no longer enter or record card details on the member’s behalf.
Choose Email or SMS.
Confirm and enter the email address or phone number.
Select Send request.
Ask the member to open the link and update their card details on the secure payment page (while you stay on the call or later).
You can check the membership booking’s activity stream to track when the link is sent and when the member submits their update.
Fees apply for payment links sent via SMS. The fee varies by venue country and billing currency. See the guide Text/SMS fees.
What happens after you send a secure update link
The member receives an email or SMS with a secure link. They open the link, enter their new card details on a secure payment page, then submit the form to save the new payment method.
Payment details update form
If the member can’t find the message, you can resend the link.
You can customize the email template (eg branding, language and member instructions) in Venue Manager. Go to Settings > Design > Email templates. You cannot customize the SMS/Text message.
Help members update their card details
If you’re speaking to a member on the phone:
Let them know you’ll send a secure link so they can update their card details themselves.
Ask them to open the link while you stay on the call, if they can.
Confirm that the member must enter their own card details on the secure payment page. Staff cannot enter or record card details on their behalf.
Reassure them no payment is taken during the update. The new card is used for future recurring payments.
If they can’t complete it now, let them know they can use the link later at a time that suits them.