What you see

A member says they have paid, but their membership still shows Renewal due, or has moved into Grace.

Why it happens

Status comes from the term dates. A membership only moves on to its next term when one of these happens:

  • its renewal invoice is paid in full,
  • staff renew it, or
  • the member completes their renewal.

The usual causes are:

  • The payment was recorded for less than the full amount, so the renewal invoice is Partly paid.
  • The money arrived but was never recorded in Members.
  • The payment was recorded against a different invoice, such as a joining or level upgrade invoice, rather than the renewal invoice.
  • The member's renewal answers are waiting in the review queue. The record shows Renewal answers pending review.
  • A status override is in force. The record shows a "Status overridden" note.

Fix

  1. Go to Dues & invoices and search for the member's name. The For column shows which invoice is the Renewal and its status.
  2. If the renewal invoice is Partly paid or Open and you have the money, choose Record payment from its … menu and record the balance. Paying it in full renews the membership.
  3. If there is no renewal invoice, click Renew for member on the record, turn on Payment has been received, fill in the payment details, and click Renew.
  4. If the record shows Renewal answers pending review, click it to open the review queue and settle the renewal there.
  5. If a status override is shown, click Clear on the note and give a reason. The status goes back to what the dates give.

If that doesn't work

A recorded payment cannot be edited or moved to another invoice. If it went against the wrong invoice, or the renewal invoice shows Paid but no new term appears under Terms, tell the 2Labs team the member's name, the invoice numbers involved, the payment date and amount, and what Dues and payments and Membership history show.