Paid memberships
A paid membership is a recurring subscription that unlocks loyalty perks the moment a customer enrols — without waiting to earn into a tier. It sits alongside your free tier ladder, not instead of it. Paid memberships extend the Active Loyalty product; the loyalty engine itself can be activated brand-wide or per-outlet from the Connected Products activation matrix.
Go to Create → Loyalty → Memberships → Paid memberships to configure.
Free tiers vs paid memberships
| Free tier | Paid membership | |
|---|---|---|
| How customers join | Automatic, based on points or spend | Recurring purchase |
| What they unlock | Multipliers and exclusive rewards | Same — plus tier protection and instant access |
| Tier protection | Drops if points expire / spend drops | Held as long as the membership is active |
| Renewal | Implicit (keep spending) | Explicit (paid charge) |
Customers can be in both at the same time: a free Gold tier earner who is also a paid Plus member.
Configuring a membership
Basics
| Field | Notes |
|---|---|
| Name | What customers see — e.g. “VIP Club”, “Plus”, “Insider” |
| Description | One-line value prop shown on the Members page |
| Monthly price | Charged on join-date anniversary each month |
| Yearly price | Optional — usually discounted vs 12× monthly |
| Currency | Per-workspace (INR, USD, etc.) |
Trial period
Optional. If enabled:
- Trial length — days (e.g. 14)
- Trial requires payment method — yes/no. Recommended: yes (drops drop-off-at-renewal)
- Cancel during trial — auto-allowed, no charge
A trial counts against the per-customer cap (default: one trial per lifetime).
Perks
Pick from:
- Earning multiplier — e.g. 2× points on every order
- Exclusive rewards — tag specific rewards as members-only
- Tier protection — member’s free tier doesn’t drop even if points expire
- Free delivery / shipping — auto-applied at checkout
- Early access window — N hours of access to new products before non-members
- Member events — tag campaigns + segments that include only members
You can stack perks; the page renders all of them on the Members page.
Cancellation policy
Choose what happens when a customer cancels:
- Immediate — perks end the moment the cancellation is confirmed
- End of billing period (default) — perks remain until the period they paid for ends
Payment processor
Active Reach charges memberships via Cashfree by default; PayU and Razorpay can serve as fallbacks. See Cashfree integration.
Tier protection
When tier protection is enabled and a paid member’s free-tier points balance drops below the tier floor:
- The customer stays in their current free tier as long as the membership is active
- A status note appears on their Members page explaining why
- When the membership ends (cancellation + period end, or charge failure), the next tier-recompute job moves them to the tier their points actually qualify for
This is configured per-membership — different memberships can protect different tiers (e.g. Plus protects Silver, VIP protects Gold).
Trial expiry handling
When a trial ends, Active Reach attempts the first paid charge automatically. If the charge fails:
| Day | Action |
|---|---|
| 0 (charge failure) | Customer notified via their preferred channel with a link to update payment method |
| 1 | Retry charge |
| 3 | Retry charge + second notification |
| 7 | Final retry + membership lapses if still failing |
Configurable at Memberships → Settings → Trial dunning. After lapse, the customer can re-enrol but isn’t eligible for another trial.
Renewal dunning
The same retry pattern applies to renewals. A renewal failure does not immediately end the membership — the customer keeps perks during the 7-day dunning window so a single card-on-file issue doesn’t punish them.
Membership reporting
The loyalty dashboard shows:
- Active members — count and trend
- MRR / ARR — recurring revenue
- Churn — cancellations and lapses
- Trial → paid conversion — what % of trialists convert
- Perk utilisation — which perks are actually getting used
These also surface on the org-level finance dashboard.
What’s next
- Members page — what customers see
- Tiers — how free tiers compose with memberships
- Cashfree integration — payment processor