You opened a member's record expecting to add a membership, but the Add Membership button is gone or the enrolment doesn't complete. Here's what causes this and how to fix it.
What's happening
The Add Membership button on a member's profile only appears when the member has no current active, paused, or overdue membership. Once a membership exists — even in a paused or overdue state — the button is hidden because the system treats the record as already enrolled.
There are three common causes:
- The member already has a membership in a non-active state. A paused, overdue, or pending-setup membership counts as current. The button won't show until that membership is resolved.
- No active plans exist. If all membership plans have been archived, there's nothing to enrol into. The button may show but the plan dropdown will be empty.
- The page is showing stale data. A recently created or changed membership may not yet be reflected — refreshing the page usually fixes this.
How to fix it
If the member already has a membership
- Go to Memberships in the sidebar, then the Active memberships tab.
- Find the member's row and open their Membership Details.
- Check the current status:
- Paused — select Reactivate if they're coming back.
- Overdue — the membership is active but payment has failed; address the billing issue rather than adding a new membership.
- Pending Setup — the member still needs to complete their Stripe payment setup. Send them the setup link again from their billing tab.
- Cancelled / Expired — you can add a new membership once the old record is resolved.
If no plans are available
- Go to Memberships, then the Memberships tab.
- Check whether the membership or pass you want to use is active or archived.
- If it is archived and you need it, ask a gym owner or admin to re-activate it before enrolment.
If the page seems stale
Reload the page. If the problem persists, check whether another staff member made a change to the membership in the last few minutes.
If none of the above resolves the issue, contact your gym owner or administrator to review the member's account history.
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