You pressed a button to update your payment details and the billing portal didn't open, or you can't find the button at all. The portal opens through a redirect to the payment provider, and it only shows up in certain situations.
What's happening
On the member portal Membership & Billing page, the button to open the portal is labelled Update payment method (or Add payment method when none is on file). Pressing it creates a secure session and redirects you to the payment provider's portal, then brings you back afterwards.
The button only appears when your billing is set up to be self-managed and live:
- It does not appear on Demo Account (simulated billing) — you'll see a "billing is simulated" note instead.
- For family / guardian accounts, payment-method changes are still handled by the gym team, so you may not see a self-service button on the family billing summary.
- It appears for an active membership where billing runs through the live payment provider — either as a row on your membership card or inside the Payment failed / No payment method on file banner.
How to fix it
- Open Membership & Billing and look on your membership card, or in any red Payment failed or amber No payment method on file banner, for Update payment method / Add payment method.
- Press the button. Wait for the redirect — it opens the payment provider's portal in the same window and returns you to the membership page with a confirmation when you're done.
- If nothing happens, make sure your browser isn't blocking the redirect, then try again. A red error under the banner means the portal session couldn't be created — try once more shortly.
- If you see Demo Account — billing is simulated, there's no real portal to open; nothing is being charged.
- If you're a guardian and there's no button, payment-method changes for your family are managed by the gym — contact them to update the card or account.
- If you have no membership yet, or were sent a setup link, finish that first — see finishing payment setup.
If the button is present but every attempt errors, contact your gym so they can check the billing connection.