Payment Methods & Self-Service Billing

The GymPoint member portal lets your members manage their own billing without needing to call or visit the front desk. Members can update payment methods, view their subscriptions, download invoices, and make one-time payments, all from their browser.

Adding and Updating Payment Methods

Members can securely add or update their payment methods through Poynt Collect, which is embedded directly in the portal.

To add a payment method:

1. Log in to the portal and navigate to Payment Methods.
2. Click Add Payment Method.
3. The Poynt Collect secure form appears. Enter:
   • Card number
   • Expiration date
   • CVV
   • Billing ZIP code
4. Click Save Card.

The card is tokenized by Poynt's secure payment system. GymPoint never stores raw card numbers, ensuring PCI compliance.

To update an existing payment method:

1. Go to Payment Methods.
2. Find the card you want to update.
3. Click Update to enter new card details, or click Remove to delete it.
4. If removing a card, ensure at least one active payment method remains if you have an active membership.

Setting a default payment method:

If a member has multiple cards on file, they can designate one as the default for recurring billing:

1. Go to Payment Methods.
2. Click the Set as Default link next to the preferred card.
3. All future recurring charges will use this card unless changed.

Viewing Active Memberships

Members can see the details of their current membership and any recurring memberships.

To view memberships:

1. Navigate to My Memberships in the portal.
2. View the following details for each active membership:
   • Plan name (e.g., "Premium Monthly")
   • Recurring charge amount
   • Billing frequency (monthly, annual, etc.)
   • Next billing date
   • Status (active, past due, frozen)

Members can see their membership details and request a freeze or cancellation from this page. Plan changes must be requested through your gym's staff or through a message sent via the portal. This gives your team the opportunity to offer retention alternatives before processing a cancellation.

Downloading Invoices

Members can access and download their complete invoice history.

To download an invoice:

1. Go to My Invoices.
2. Browse the list of invoices, sorted by date (newest first).
3. Each invoice shows the date, amount, description, and payment status.
4. Click the Download icon next to any invoice to save it as a PDF.

Downloaded invoices include your gym's logo, business information, line items, tax (if applicable), and payment details. Members often need these for expense reimbursement or personal record-keeping.

Filtering invoices:

Members can filter their invoices by:

• Date range
• Payment status (paid, pending, failed)

Making One-Time Payments

If a member has an outstanding balance or wants to pay for an add-on service, they can make a one-time payment through the portal.

To make a payment:

1. Go to My Invoices and choose Make a Payment.
2. If there's an outstanding balance, the amount is pre-filled. The member can also enter a custom amount.
3. Select the payment method to use (or add a new one).
4. Review the payment details.
5. Click Pay Now.
6. A confirmation screen appears, and a receipt is emailed to the member.

One-time payments are processed immediately through Poynt. The transaction appears in both the member's portal billing history and in your admin dashboard.

Common Member Questions

"Why was my card charged a different amount than expected?" Explain that prorated charges, tax, or enrollment fees may cause the amount to differ from the base plan price. Members can view the invoice line items for a full breakdown.

"My payment failed. What should I do?" Direct the member to Payment Methods to verify their card is current. They can update the card and then make a manual payment to clear the balance.

"Can I pause my membership from the portal?" Membership freezes must be processed by gym staff. Members can send a freeze request through the portal's message feature.

Tips

• Encourage members to keep cards updated. A reminder in your billing workflow template can prompt members to check their payment method before it expires.
• Promote the portal for invoice access instead of emailing individual invoices on request. It saves your team time.
• Monitor self-service payment activity in your admin dashboard to see how many members are resolving failed payments on their own.