When a non-member claims they should be part of an active membership

Have you ever been asked or told to include a non-member in a membership but that person is not the Bill-To? 

Sometimes the person will even scan-in, and will be shocked that they don't have active membership because their family has a membership.

This person may not be included in the active membership due to:

• A staff error
• The Bill-Tos error
• The Bill-Tos decision
• Or maybe the person aged out 

What should the YMCA Staff do when this happens? 

1. Check Contact Tracking
   • On both the person's account and the Bill-To's account. 
   • Look for journal entries regarding why this person wasn't included in the active membership. 
2. Call or Email the Bill-To. 
   • We must retain approval from the Bill-To to add this person to the the Bill-Tos active membership. 
   • Depending on the membership type, this may mean we can simply add the individual, or it may require an Upgrade Transfer of membership paying a higher rate each month.
3. With the Bill-To's permission, if the person can be added on without a transfer, do this yourself or create a ticket to the YSC.
4. With the Bill-To's permission, if the active membership needs to be transferred, create a ticket to the YSC. 

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