What you see

A member opens the link in their renewal notice and is told they cannot renew online, or that the link is not valid.

Why it happens

Each membership has one renewal link per renewal cycle. Every notice in the cycle carries the same link. What the member sees depends on where the renewal stands:

  • Already renewed — the link shows the confirmation of the renewal, not a payment form.
  • Past the grace period, or the membership is lapsed, suspended, resigned or closed — the member sees: This renewal can no longer be completed online. Please contact your organization.
  • Revoked — the member sees that the link is no longer in use and a new one will come with the next notice.
  • Held for review — the member's answers are waiting for your review, and there is nothing to pay yet.
  • This link isn’t valid — the link was not opened in full, for example it was broken across two lines or copied in part.

Fix

  1. Open the member record and look at the Renewal link panel. It shows Live, Used to renew, Revoked or Expired, and how many times the link has been opened.
  2. If it says Used to renew, the member has already renewed. Tell them so.
  3. If it says Expired and the membership has lapsed, reinstate them from the member record.
  4. If it says Revoked, send a notice: on Renewals, choose Send notice from the … menu on their row. The next notice carries a new link.
  5. If it says Live, ask the member to open the whole link from their most recent notice.
  6. If the link still will not work, renew for them with Renew for member, or choose Print notice with code on Renewals to post them a notice with a code they can enter instead.

If that doesn't work

Tell the 2Labs team the member's name, what the Renewal link panel shows, when the most recent notice was sent, and the exact message the member sees.