We sell memberships online via TNEW for our support groups, where the patron selects a contribution type for the desired membership level and when purchased that money goes directly to the fund tied to that membership level, automatically creating the contribution and the corresponding membership.
We recently had a member purchase a second membership online meant to be an anonymous gift to a different patron. Since the member had an existing membership (and we setup our memberships to be fixed with the same start/end amounts) the existing membership was deactivated because the amount contributed to that membership was now more than the existing membership level allows.
I have worked through all of the needed steps in TEST to fix this all, minus one thing that I cannot figure out.
But for the member, the problem is that I cannot figure out how to change the existing membership from being deactivated. I have gone into the membership in the members account and recalculated the payments, which is resulting in the total amount given towards it being the correct level. However, the membership stays deactivated even after the total is now exact to the fixed amount level for the existing membership. I tried running the membership update utility (covering the time period from the last run up to the day of run) but did not have any success in fixing the status.
Anyone know how to get this membership active again?
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Hi there William,
I fought with similar issues (the surprising and unexpected outcomes of membership double renewals, refunds, upgrades, and downgrades) for quite a while before I could even somewhat understand what was going on. There were spreadsheets and notes coming out of everywhere!
I really don’t think that there is a way to re-activate a deactivated membership, at least not through the front end. We just try to clean up the record as best we can by manually adding a membership of the right level to the History tab, changing the start and end dates as appropriate, and then making notes on the membership explaining what happened.
These situations happen when someone renews twice (or in your case buys a membership for themselves and then another one for a friend) and the combined dollar amount of those memberships falls outside of the dollar range you set for your membership levels in the Membership Organization area.
You also asked about how to prevent a second membership from being created when you adjust a ticket order contribution to $0. We scratched our head on this one for a while too. We reported it to Tessitura and they were able to reproduce it, determined it was a bug, and have sent it on to their development team. For the time being we do the same thing as you to correct it, we just delete the erroneous membership.
I hope that this helps!
Jenny
Thanks Jenny, I think this sounds like the right way to go. I'll update if I run into any new problems.
Good to know that the second membership isn't necessarily supposed to be happening, but can.
I probably should have mentioned we have a $0 fixed level for that Membership Organization (comp memberships for staff type thing). I suspect now that since the original membership was inactivated by the second contribution, the adjusted contribution now matched a level and created the new membership instead of activating the existing one (which should be possible since total membership organization giving was adjusted to the original amount).
Since I'm still doing all of this in TEST at the moment, I'll probably play with a few different options and see if I can just adjust the new membership to the correct level instead of deleting it and manually creating a new one at the correct level. Same end result either way, but maybe one is quicker.