Account cancellation with a rejected payment #
What happens if a payment is rejected after a 30-day cancellation notice?
The account remains in Canceled status. A payment rejection does not automatically restore or reactivate the account. If you need to reactivate the member, that step must be taken manually.
Return logic for past-due accounts #
How does the "Return Past Due Accounts After 120 Days" setting work?
This setting applies to all clubs regardless of billing type (ASF Billing or Invoice Based Billing). The key behavior is:
- Accounts that have a successful payment within the 120-day window will not be flagged for return, even if a past-due balance remains.
- When the setting is disabled, the system falls back to legacy 90-day logic, which flags accounts based solely on days past due without considering recent payment history.
If accounts are not being flagged as expected, a support process issue may be preventing proper flagging. Contact ASF Client Support to investigate.
Restarting payment schedules #
A member is several months behind on payments. Do I need to cancel and reissue their agreement?
Not always. If the payment schedule and amounts will remain unchanged, you can write off the unpaid invoices and update the member's billing information without canceling and reissuing the agreement. Only rewrite the agreement when the future payment terms need to change.
Member add-on payment method updates #
Can a member update their add-on payment method online?
Members can only update their recurring dues payment method through online self-service. Add-on payment methods cannot be updated separately online. However, if an add-on shares the same payment method as the member's dues, updating the dues method will automatically update the add-on method as well.
Contract status and refund eligibility #
Which account statuses allow refunds?
Refunds are permitted for accounts in Canceled status (this has been supported since March 2022). Refunds are blocked for accounts in Returned or Suspended status. The account's expiration date does not affect refund eligibility.
PIF agreement renewal billing frequency #
Why does a bi-weekly billing frequency switch to monthly on auto-renewal?
Paid-in-full (PIF) agreements are treated as monthly billing by the system. When a PIF agreement auto-renews, the renewal converts to monthly billing regardless of the original payment frequency. To maintain a specific billing frequency on renewal, use the Renewal Billing Frequency feature to specify the desired schedule.
For detailed billing workflows, see the Billing help section.
Need help? #
Contact your ASF account manager at clientsupport@asfpaymentsolutions.com or (301) 304-8841.