If a patient's membership card is declined, expiring, or they just want to switch to a new one, you can update it directly on their account or send them a secure link to update it themselves. This article is for any staff member who works with patient memberships (Owner, Workspace Admin, Provider, or User roles).
Before you begin
The membership must be active. If it's paused, canceled, or expired, payment method options won't be available.
If you plan to send a secure link, confirm the patient's email address or mobile number is correct and up to date.
Secure update links expire after 14 days.
There are two ways to update a membership's payment method: updating it yourself directly, or sending the patient a secure link to do it themselves.
Method 1: Update the payment method directly
Open the patient's profile.
Select the membership tag (it shows the membership name and next billing date).
Select Update Payment Method.
Choose an existing valid card on file, or enter a new card's information.
Confirm the billing address matches the new payment method, then save.
Important: Always double-check that the billing address entered matches the address on file for the new card. A mismatch is a common cause of failed payments.
Method 2: Send a secure update link
Use this method if you'd rather have the patient enter their own card information.
Open the patient's profile.
Select the membership tag (it shows the membership name and next billing date).
Under Current Payment Method, review the card currently on file.
Select Send Update Link.
Choose how to deliver it:
Send Email
Send SMS
Wait for the confirmation message that the link has been sent.
What the patient does with the link
Open the email or text message and select the payment update link.
Review the membership details and current payment method shown on the page.
Enter the new card information.
Select Update Payment Method.
Wait for the confirmation message: Payment method updated successfully.
Note: Updating the card does not charge the patient at that time. The new card will simply be used for the membership's next scheduled billing date.
Common Issues / Troubleshooting
Send Update Link isn't available: Confirm the membership is active. Inactive or canceled memberships won't show this option.
The link expired: Open the membership again and send a new link — links expire after 14 days.
The patient never got the link: Double-check their email address or mobile number, then resend using the other delivery method.
The card update failed: Ask the patient to double-check the card number, expiration date, and billing address, then try again.
Billing address doesn't match: Have the patient (or staff, for direct entry) confirm the billing address matches exactly what's on file with their card issuer.