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Bold Memberships Billing and Payments FAQ

Laurel
Laurel
  • Updated

Below are some of the most frequently asked questions in regards to billing and payment management inquiries with Bold Memberships. Please select a question below to view the answer.

Note This article is specific to Bold Memberships. If you are not sure if you have Bold Memberships or Bold Subscriptions, please visit our article What's the Difference Between Bold Memberships and Bold Subscriptions V1.

 


 

  1. Customers can update a credit card for an existing membership in the Manage Membership page by logging into the account that was used to purchase the membership on your storefront.

    The Manage Memberships page can be found on the account management page once a customer has logged into your storefront. Below is an example of a Manage Membership link on the account management page:

    Manage Memberships Link

    Note Storeowners do not have the ability to update payment information for existing memberships. The payment method can only be changed by the customer in the Manage Memberships page.

  2. This can only be done by manually changing the customer's plan. The customer would then have to accept the new billing on their end in order to continue being charged.

    For example: If you want to charge $5 for the first month, then $10 per month afterwards, you can set the plan cost to 5 dollars per month when creating your plans. After the customer has been charged for their first month, you can manually change the customer's billing within Memberships under the Memberships tab.

  3. Shopify Payments is unable to accept payments for Memberships. Since Bold Memberships is not a Shopify product, it does not use the Shopify checkout.

    Stripe is the only payment gateway that is integrated with Memberships.

  4. Since Memberships does not process payments through the app, you will need to log in to your Stripe account and process the refund there.

    For more information, please visit Stripe's document on Refunding and Cancelling Payments.

  5. App Fees

    Bold Memberships bills app fees on a monthly basis. On each Shopify invoice, there are charges for the app for a full calendar month.

    If Bold Memberships is removed from your store, the billing for app fees do not reoccur the next calendar month.

     

    Customer Fees

    Before removing the Bold Memberships app, ensure that each plan within the app is cancelled or turned off within the app or via Stripe. If they remain active, your customers will still be charged the reoccurring memberships fees.

    Please visit our article that outlines how to Uninstall an App from your Store for more information.

  6. Note As of December 31st, 2020, PayPal enforced SCA (Strong Customer Authentication) requirements for online card transactions in the European Economic Area (EEA), except for the UK region. As a result, Bold Memberships is not able to offer PayPal as a payment gateway for existing merchants if:
    • They have not yet connected PayPal in Bold Memberships
    • They disconnect PayPal from within Bold Memberships after December 31st, 2020

    All merchants that install Bold Memberships after December 31st, 2020, are no longer able to connect PayPal within Bold Memberships. Stripe is available as a SCA compliant payment gateway.

    Bold Memberships supports Stripe. Your customers can purchase a membership using their credit card. Stripe accepts all major credit cards, including Visa, MasterCard, and American Express. Debit and gift cards may not be accepted.

  7. If you cancel a customer's membership in the backend, their membership access is cancelled immediately.

    If a customer cancels their own membership on the storefront, their membership remains until the end of the current cancelled billing period.

  8. Since membership renewals are processed through Stripe, all of the transactions for each membership renewal are available in the Stripe account connected within Bold Memberships.

  9. As of December 31st, 2020, PayPal has enforced SCA (Strong Customer Authentication) requirements for online card transactions in the European Economic Area (EEA), except for the UK region. As a result, Bold Memberships is not able to offer PayPal as a payment gateway for existing merchants if:

    • They have not yet connected PayPal in Bold Memberships
    • They disconnect PayPal from within Bold Memberships after December 31st, 2020

    All merchants that install Bold Memberships after December 31st, 2020, are no longer able to connect PayPal within Bold Memberships. Stripe is available as a SCA compliant payment gateway.

    PayPal can take up to 24 hours to mark your transactions as paid. If your payments are not being marked as paid after 24 hours, please contact PayPal's support team for further troubleshooting.

  10. If you have enabled the Transaction Failure notification in the email settings, your members receive an email if their payment fails. Once this happens, the member's status is changed to Access and Payments Suspended within Bold Memberships.

    The amount of times this email gets sent out is dependent on how many attempts are made by the payment gateway. This is found in the payment gateway settings.

    Once the maximum amount of tries has been attempted by the payment gateway, the customer's status is changed to cancelled.