A Family membership is a membership that the holder can share with a set number of other people, such as a partner or children. The membership is bought once. Each linked family member books classes with it from their own account.
This article is for owners and managers. You manage family members from the membership holder's customer page.
Before you start#
A membership can only have family members when its product has a member limit, the number of people who can share it. The membership form in Admin > Products cannot set a member limit yet. To offer a Family membership, ask Naayya support at support@naayya.com and include the membership's name and how many people should be able to share it.
Once a membership has a member limit, the Family members section appears under that membership on the holder's customer page. Naayya counts the limit as places: each linked member and each open invitation takes one.
See who shares a membership#
- Go to Admin > Customers and open the membership holder's customer page.
- Find the membership in the Memberships section. Active and frozen memberships both show it.
- Under the membership, Family members shows:
- How many places are used, for example 2 of 4 places used
- Each linked member, with their relationship if one was set
- Each open invitation, marked Invited, with the email address you invited
With no one linked, the section says No family members yet. An open invitation holds a place until the person joins or you withdraw it.
Add a family member#
Only owners and managers can add or remove family members. Add member appears when the membership still has a place left.
Naayya does not check whether someone is eligible for a Family membership, for example their age or relationship to the holder. Check that yourself before you add them.
- Under the membership, select Add member.
- Choose how to add them:
- Existing customer: type at least two characters of their name or email, then select the person. They must already be a customer of your business.
- Invite by email: enter their Email address. Use this for someone who is not a customer of your business yet.
- Optionally choose a Relationship: Partner, Child, or Other. The default is Not set.
- Select Add member for an existing customer, or Send invitation for an email.
What happens next:
- Existing customer: they are linked at once and can book with the membership. Naayya does not email them.
- Invite by email: Naayya emails them from your business, with replies going to your business's contact email. They join the membership when they sign in to Naayya with that email address, once the address is confirmed. If they are new to your business, signing in also makes them a customer of it. If the email could not be sent, Naayya tells you that the invitation is saved but the email failed: ask them to sign in with that address.
- Invite by email, for an address that already belongs to a customer of your business: they are linked at once, as with Existing customer, and Naayya does not send an email.
The membership holder, and the person who paid for the membership, cannot be added as family members. One person can only be linked or invited once to the same membership.
What family members see#
A linked family member sees the membership in their own account on the website under Account > Access. They can book classes with it on the website and in the Naayya app. The Membership screen in the Naayya app's Profile lists only memberships the person bought themselves, so it does not show a shared one.
If the membership is cancelled, its family members lose access too, and open invitations stop working. A cancelled or unpaid membership is hidden from family members, just as it is for the holder.
Remove a family member or withdraw an invitation#
- Under the membership, select Remove next to a member, or Withdraw next to an invitation.
- Enter a Reason, for example "moved out" or "no longer eligible".
- Select Remove member or Withdraw invitation.
A removed member can no longer book with the membership. Bookings they already made stay. A withdrawn invitation stops working and its place is freed.
Naayya records every add, invitation, removal, and withdrawal with the staff member who made it.
Common issues#
Add member is missing#
The membership has no places left, or your role cannot manage family members. Remove a member or withdraw an invitation to free a place. Only owners and managers can manage family members.
Naayya refuses to add someone#
The message says why. The most common reasons:
- This membership has no places left. Remove a member or withdraw an invitation first.
- This person is already a member of this membership, or This email address already has an open invitation.
- The membership holder cannot be added as their own family member.
- Family members can only be added to a current membership. A cancelled membership, or one whose first payment is still incomplete, cannot take new family members. Memberships that are active, trialing, paused, pending, or past due can.
This person is not a customer of this business#
Use Invite by email instead. They join when they sign in with that email address.
The invited person cannot see the membership#
Check that they signed in with the exact email address you invited, and that the address is confirmed. If they use a different email, withdraw the invitation and invite the address they use.