Memberships & Subscriptions
Offer recurring membership plans to your patients — with appointment credits, supplement discounts, and other entitlements built in.
What memberships are
Memberships are recurring subscription products. When a patient joins a membership, they're billed automatically on a regular schedule (weekly, monthly, quarterly, or annually) and receive the entitlements you've configured — such as a set number of included appointments per period, a discount in your storefront, or access to a care program.
Memberships require Stripe, which is already provisioned platform-wide by Qliva — there's no per-clinic connection step to complete before creating or enrolling patients into a plan.
Creating a membership product
Go to Admin Portal → Memberships → Add Product and configure the following:
- Name — what the patient sees (e.g. "Longevity Member", "TRT Gold Plan")
- Description — displayed on the patient portal sign-up page
- Billing interval — weekly, monthly, quarterly, or annual
- Price — the amount charged per billing period
- Cancellation policy — a free-text disclosure shown to the patient before they subscribe, describing your clinic's cancellation terms (required under Australian Consumer Law). This is not a functional setting — cancellation always takes effect at the end of the current billing period regardless of what this text says (see Cancelling a membership below).
Entitlements
Add one or more entitlements to define what members receive:
| Entitlement | What it does |
|---|---|
| Appointment credits | A set number of included appointments per billing period — deducted automatically at booking |
| Async Check-in Credits | A set number of included asynchronous check-ins per billing period |
| Supplement discount | A percentage discount applied at the storefront checkout for every purchase |
| Unlimited messaging | Removes any messaging tier limits for this patient |
| Care program access | Unlocks a specific care program in the patient portal |
Appointment credits are deducted silently at booking — the patient doesn't need to enter a code or take any action. If a patient uses all their credits before the period resets, their next booking proceeds normally but is charged at the standard rate.
Enrolling a patient
Admin enrolment
Go to Admin Portal → Memberships → Enrol Patient, select the patient and the product, and confirm. Stripe charges the patient immediately on the first billing date.
Patient self-enrolment
Any membership product with Active status is automatically available for patients to self-enrol from the patient portal using Stripe Checkout — no admin action is required and there is no toggle to restrict a product to admin-only enrolment. If you don't want a product self-enrollable yet, keep it inactive until you're ready to launch it.
Membership statuses
| Status | Meaning |
|---|---|
| Pending | Enrolment initiated but billing hasn't been confirmed yet |
| Active | Billing is current and entitlements are active |
| Trialing | In a free trial period — billing hasn't started yet |
| Past Due | A payment failed and is in the retry window |
| Paused | Billing is paused until a set end date |
| Cancelled | Membership has ended — entitlements are removed |
Pausing a membership
Admin-initiated pausing is not currently available. The Pause control exists in the UI but isn't wired up to a working action — clicking it has no effect. Until this is fixed, use Cancelling (below) if a patient needs to stop billing.
Cancelling a membership
Cancellation always takes effect at the end of the current billing period — the patient retains access to their entitlements until then. There is no option to cancel immediately.
Members list
Go to Admin Portal → Memberships → Members to view all enrolled patients. Filter by:
- Product
- Status
- Enrolment date
Export to CSV from the filter toolbar.
Dunning (failed payments)
If a patient's payment fails, Stripe automatically retries it over the following days. Patients receive automated dunning emails at each retry attempt. If the payment remains unresolved after all retries, the membership moves to Past Due.
You can manually retry a payment from the patient's membership record, or reach out to the patient to update their card details.
Memberships cannot currently be migrated between clinics or tenants. If your clinic restructures or you need to transfer memberships to a new Qliva account, contact Qliva support before making any changes.