Membership benefits define what perks a membership includes—either exclusive tickets or automatic discounts. You can control how often these benefits can be used and tailor access by membership tier.
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Before troubleshooting an issue, make sure your membership benefits are correctly configured.
Here are common use cases when customers are unable to redeem a membership benefit:
🗓️ Validity & Timing Issues
The booking is made within the membership validity, but the travel date is outside the validity
The booking is made within the membership validity, but the travel date is outside the validity
This is expected, as the membership must be valid when the tour takes place.
You can configure the default membership validity period in the product settings.
You can also configure the membership start and end date during booking using the 'Custom Validity' checkbox.
The usage limits (per day/week/year or total) have been reached
The usage limits (per day/week/year or total) have been reached
You can limit how many times a membership can be used per day, week, or year. You can also set a total usage limit for the lifetime of the membership. Once the usage limit is reached, the membership benefit will no longer apply.
📋 Product & Assignment Issues
The benefit is not assigned to the selected product or product option
The benefit is not assigned to the selected product or product option
Ticket benefits are assigned to specific products. If a different product is selected without an assigned benefit, the benefit will not apply.
The selected units do not have any benefits assigned
The selected units do not have any benefits assigned
Ticket benefits can also be limited to specific ticket tiers. If a tier without an assigned benefit is selected, the membership benefit will not apply.
If 'Match Tier' is enabled, only ticket tiers that match the membership tier can redeem the benefit.
The wrong customer profile is being used
The wrong customer profile is being used
Memberships are linked to customers using one or more of the following:
First name and last name
Phone number
Email
Membership reference number
Using a different membership profile may result in the expected benefit not being applied.
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Find out how to redeem memberships in different channels: