Overdue gym memberships: how to collect
An overdue membership is collected with a rule written before you need it. The rule says when you send a reminder, through which channel, and what happens to bookings. Applied the same way to everyone, collecting stops being a difficult conversation. This guide gives you the rule, the messages and the numbers.
First, know who owes
An overdue membership only gets collected if someone notices it. With bank transfers, that means matching the bank statement against the member list, every month.
The list that works has four columns: who, how much, since when, and how they paid last time. Check it once a week, while the amount is still small.
330 euros
The rule, written before you need it
A collection rule decides three things. The day the membership falls due, when you send a reminder, and what happens to bookings.
The membership falls due on the 1st of each month, and is paid by the 8th.
On the 9th, we send a reminder with the amount and how to pay.
On the 15th, we talk to you in person.
From the 22nd, bookings are paused until the payment comes in.
If you need more time, talk to us before the 8th.
The days are examples. What counts is that they are written down, and the same for everyone.
Three contacts, from the lightest to the most personal
- 1.A reminder with the amount, the date and how to pay. No debt-collector tone: it may just be forgetfulness.
- 2.A message from a person, a week later. Ask whether everything is all right, and whether the plan still suits them.
- 3.A conversation, at the front desk or by phone. Offer to split the payment in two, freeze the plan or move to a cheaper one.
The third contact is the one that keeps the person. A late payment can be the first sign of someone about to leave, and the same conversation serves both.
The other signs of someone about to leave are in the attendance history. Why gym members cancel
Two ready-made messages
Hi [name]. Your [month] membership, of [amount], is still unpaid.
You can pay here, by card or direct debit: [link].
If you have already paid, please ignore this message. Thank you!
Hi [name]. I noticed your [month] membership is still open.
Is everything all right? If the plan no longer suits you, we can look at another.
Let me know what you would prefer, and we will sort this out together.
When to pause bookings
Pausing bookings is the last step, and it is only fair if it was in the rule from the start. Give notice first, with the date.
Pausing does not cancel the debt or the plan. It is a pause, and everything goes back to normal when the payment comes in.
Cancelling the plan of someone who owes is a different decision. It ends the relationship, and the overdue amount is still left to collect.
Fewer late payments from the start
- A written due date: the same for everyone, or each person's joining day. Pick one.
- Payment methods people use on their phone: card and direct debit, plus any local method your members use.
- A renewal that issues the charge on the right day, instead of someone having to remember to ask for it.
- A confirmation for every payment, so nobody argues about whether they paid.
How it works in Rummo
- On the finance dashboard, anyone with an unpaid balance appears on a list, with the amount and a button to charge.
- A plan marked as renewable creates the next period and issues the charge on the day the previous one ends. By default, nothing renews.
- On paid plans, the member pays on their phone by card or direct debit.
- The money goes into your gym's payout account.
- On paid plans, the Agent answers «who owes?» and suggests the reminder. It is only sent when you press «Confirm».
The charge is issued on its own, and the payment is not. No cards are stored, and each person pays when they receive the charge.
Rummo does not issue invoices yet. Invoices still come from the invoicing software you already use.
Frequently asked
- What should I do when a member does not pay their membership?
- Send a reminder first, with the amount and how to pay. A week later, a message written by a person. Then a conversation with options: split the payment in two, freeze the plan or change it. Pause bookings only if that was in the rule from the start.
- Can I stop members with overdue memberships from booking?
- You can, if the rule is written down and the person knew it beforehand. Give notice with the date, and everything goes back to normal when the payment comes in. Without notice, a small debt becomes a reason to leave.
- How many reminders should you send before talking to the person?
- One is enough. The second contact should already be a message written by a person, and the third a conversation. Several automatic reminders in a row do not solve what is not forgetfulness.
- How do you prevent overdue memberships?
- With a written due date and payment methods people use on their phone. And a renewal that issues the charge on the right day. A weekly list of who owes catches the rest while the amount is small.
Rummo team
Written by the people who build Rummo, management software for gyms, boxes and studios: classes, bookings, members and payments.
Reviewed
Memberships that renew on their own.
Card and SEPA Direct Debit. Anyone with an unpaid balance shows up on a list, with the amount.
Lite is free up to 10 active members, with no card and no time limit. Pro comes with a 14-day trial, also with no card.