Billing troubleshooting

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The following tips are for troubleshooting your billing runs.

Customer type definition

For all customer types you wish to use for billing, the following must be configured. Go to Settings > Contacts > Customer types:

  • The Customer type has Is a member enabled.
  • The Primary fee is populated with a billing product or formula. This product or formula is required for the member to join or renew under this customer type.

Billing cycle definition

For all billing cycles you wish to use for joins or renewals, the following must be configured. Go to Membership > Billing cycles:

  • The billing cycle has Membership billing cycle enabled.
  • (optional, but recommended) The billing cycle has Use to display itemized renewals enabled. This allows users to review the fees and make optional selections for additional fees at renewal time. Only one billing cycle may be marked Use to display itemized renewals per member type.

Join Now button

Review the following to determine why the Join Now button may not be appearing: 

  • The Customer type has Is a member enabled. If the individual is already assigned an Is a member customer type, iMIS assumes they are already a member, so the Join Now button does not appear.
  • Their Member status is marked as Inactive. The Join Now button does not appear if the Member status is set to Inactive. To check, navigate to the individual's account page, click the Membership tab, find the Membership details panel, and review the Member status property.

Join Now page

To ensure the Join Now page appears correctly, check the following:

  • Customer type - To review the customer type, go to Settings > Contacts > Customer types and make sure the following are configured:
    • Is the Customer type configured for members? Make sure Is a member is enabled.
    • Is there a Primary fee defined? The Primary fee value must have a product selected, or if Use formula is enabled, there must be a valid value defined. This product (or one of the products selected by the formula) is required for the member to join.
  • Billing cycle - To review the billing cycles, go to Membership > Billing cycles and make sure the following are configured:
    • Is there at least one billing cycle for the desired customer type that has Use to display join item set enabled? If not, enable Use to display join item set.
    • Does the billing cycle have only one Customer type selected? Billing cycles used for joins can only have one customer type selected. If there is more than one customer type defined in the Join Now billing cycle, iMIS does not know which customer type to assign the newly joining member. If there are multiple customer types you need to use for member joins, you must define separate billing cycles for each customer type.

Renew Now button (not using Renew in Advance)

This section assumes Renew in Advance is disabled.

If you are not seeing the Renew Now button, check the following:

  • The renewal actually generated:
    1. Go to Membership > Renewals > Generate renewals.
    2. Click the Logs tab.
    3. Locate the Billing Run you generated, then review the Number of Bills column.
    4. Is the number greater than 0? If not, the Billing Run will not contain a clickable link to review associated bills. Attempt the billing run again.
  • The member has an open membership invoice. To check for an open invoice, review one of the following areas:
    • From the member's account page, click the Transaction tab, then review the Open invoices list.
    • From the member's account page, click the Membership tab, then review the Membership fees grid.
    • Go to Finance > Invoices and filter the Type to AutoPayRenewalBilling, MembershipRenewal, or PastDueMembershipRenewal.
  • (Cash renewals only) The Primary fee product (defined in the Customer type) was not billed. This may not be the case if the Primary fee product was recently changed. If the product was changed and members under that Customer type were billed the previous Primary fee product, the Renew Now button will not appear until one of the following happens:
    • They are billed using the new Primary fee product defined in the Customer type.
    • The Primary fee product in the Customer type is updated back to its previous value.

Renew Now button (using Renew in Advance)

This section assumes Renew in Advance is enabled. If you are not seeing the Renew Now button when you expect the button to appear, check the following:

  • Renew in Advance is enabled:
    1. Go to Settings > Membership.
    2. Review the Membership renewal prior to billing field. Set the field to either Allow for staff only or Allow for staff and members.
  • The billing cycle has Use to display itemized renewals enabled.
  • The Invoice Payment Link has Enable renewing membership prior to dues billing selected.
  • The member has a customer type that has Is a member enabled.
  • The member's status is Active.
  • Make sure that either:
    • The member's Paid through date is before today or
    • The Invoice Payment Link is configured to Allow for all members