--- title: How to Restart a Lapsed Membership When the Client Has Money on Account  description: Restart a client's lapsed membership by status (retry payment, resume, revoke cancellation or sell a new one) and what to do with account credit, which cannot pay for a membership. --- [Skip to content](https://support.pabau.com/en/pabau2/how-to-restart-a-lapsed-membership-when-the-client-has-money-on-account-new-client-card#main-content) [![pabau logo white](https://support.pabau.com/hubfs/pabau%20logo%20white.svg)](https://support.pabau.com/en/pabau2?hsLang=en) Open main navigation Close main navigation - [Get Support](https://pabau.com/support-center/) [Get Support](https://pabau.com/support-center/) Pabau Knowledge Base - There are no suggestions because the search field is empty. 1. [Pabau Knowledge Base](https://support.pabau.com/en/pabau2?hsLang=en) 2. [New Client Card](https://support.pabau.com/en/pabau2/new-client-card?hsLang=en) # How to Restart a Lapsed Membership When the Client Has Money on Account ## In this article, we will show you how to restart a client's lapsed membership, and what to do with money the client has already put on their account. **NOTE:** Memberships are billed through Pabau Payments (Stripe), so you need an active Stripe integration to sell one. Refunding account credit needs the **Can refund payments** permission. #### **Can a client pay for a membership with money on account?** No. A membership is a recurring subscription that is charged automatically to a card, so it is always paid by card — either a card entered in the **Subscription setup** window or a card already saved on file. The **Account** payment method cannot be used for a membership sale or a membership renewal. If a client topped up their account when they meant to restart their membership, you have two options for that money: - **Leave it on account** and use it towards treatments and products as normal. See [How to Allocate Money from Account Towards an Invoice](https://support.pabau.com/en/pabau2/how-to-allocate-money-from-account-towards-an-invoice?hsLang=en). - **Refund the top-up** back to the client and then sell the membership with their card. See Step 3 below. #### **Step 1: Check the Membership's Status** Open the client card and click the **Memberships** tab. What "lapsed" means — and how to restart it — depends on the status pill on the membership card: - **Payment failed** — the latest charge did not go through, but the membership has not ended. You do not need to sell a new one: click **Retry payment** in the **Plan details** panel. If the first charge of a membership that has not started yet failed, the action reads **Pay now** and lets you choose a saved card. - **Paused** — click **Resume membership**. See [How to Resume a Membership](https://support.pabau.com/en/pabau2/how-to-resume-a-membership?hsLang=en). - **Active**, with a cancellation date set — the membership is due to end but has not yet. Click **Revoke cancellation** to keep it going. - **Expired**, listed under **Past memberships** — the membership has been cancelled or has ended. It cannot be reactivated; sell the client a new membership (Step 4). ![A paused membership on the client card with Resume membership in Plan details](https://support.pabau.com/hubfs/kb/restart-lapsed-membership/restart-lapsed-membership-member-1.png) *A paused membership on the Memberships tab, with Resume membership in the Plan details panel.* **NOTE:** **Retry payment** charges the client's default card on file again. If that card has expired or keeps being declined, add a new card to the client first. If no card is saved, the **Pay now** window shows *"No saved cards on file — add one from the client's payment methods, then retry."* #### **Step 2: Decide What to Do With the Account Credit** Open **Financials → Payments** on the client card. The top-up is listed with **On account** in the Type column and an invoice number starting with **#ACC**; the client's total is shown as **Account credit** in the totals bar. *Where this comes from:* **Account credit** ← the client's #ACC top-ups and refunds to account, less what has been spent from them ← added at the Point of Sale (**Account**) or through online booking (**Account Payments**). If the client wants to keep the money for future treatments, leave it there and go straight to Step 4. If they want it back so they can pay for the membership instead, continue to Step 3. #### **Step 3: Refund the Top-up (Optional)** 1. In **Financials → Payments**, click the number of the **#ACC** top-up to open it. 2. Click **Options** and select **Refund**. 3. Set the amount with the percentage buttons or **Custom**, and add a **Refund note**. The refund method buttons stay greyed out until the note is filled in. 4. Click the method to refund to: **Stripe** sends it back to the card it was paid with, if it was paid through Pabau Payments; otherwise choose **Cash**, **Card** or **Other** to match how you return the money. ![Refund screen for an #ACC account top-up](https://support.pabau.com/hubfs/kb/restart-lapsed-membership/restart-lapsed-membership-member-2.png) *Options -\> Refund on an #ACC top-up: refund amount, payment type, Refund note and refund method buttons.* **IMPORTANT:** You can only refund the part of a top-up that has not been spent. The refund screen shows how much is still available (for example, *"£100.00 paid · £60.00 of account credit available to refund"*). If the whole top-up has already been used, **Refund** is unavailable. See [How to Refund an Invoice (New Client Card)](https://support.pabau.com/en/pabau2/how-to-refund-an-invoice-0?hsLang=en). #### **Step 4: Sell the Client a New Membership** 1. Click **Create** at the top of the screen and select **Sale**, then select the client. 2. Select the **Memberships** tab on the left and choose the plan. A membership is sold on its own, so nothing else can be added to the cart. 3. In the **Subscription setup** window, set the **Membership start date**, enter the client's card under **Card details** or choose their **Card on file**, and review the **Payment schedule** and **Summary of terms**. 4. Click **Pay** (it shows the amount due) to take the payment and start the membership. ![Subscription setup window for a membership sold at the Point of Sale](https://support.pabau.com/hs-fs/hubfs/kb/restart-lapsed-membership/restart-lapsed-membership-member-3.png?width=571&height=497&name=restart-lapsed-membership-member-3.png) *The Subscription setup window: Membership start date, card on file, Payment schedule and Summary of terms.* The new membership appears on the client's **Memberships** tab, and the old one stays under **Past memberships** for reference. See [How to Sell Memberships from the Point of Sale (New Client Card)](https://support.pabau.com/en/pabau2/how-to-sell-memberships-from-the-point-of-sale-0?hsLang=en). #### **Why can't I reactivate an expired membership?** Once a membership has expired, its subscription has ended and it will not renew. The only actions left on an expired membership are viewing it and its **Event log**. To give the client a membership again, sell a new one. #### **Does the client need a Direct Debit?** No. Memberships are charged to a card through Pabau Payments, not by Direct Debit. The client authorises recurring charges to the card when the membership is set up, and they are charged automatically on each renewal. #### **Related articles** - [How to Manage Memberships (New Client Card)](https://support.pabau.com/en/pabau2/how-to-manage-memberships-0?hsLang=en) - [How to Sell Memberships from the Point of Sale (New Client Card)](https://support.pabau.com/en/pabau2/how-to-sell-memberships-from-the-point-of-sale-0?hsLang=en) - [How to Cancel a Membership (New Client Card)](https://support.pabau.com/en/pabau2/how-to-cancel-a-membership-0?hsLang=en) - [How to Pause a Membership (New Client Card)](https://support.pabau.com/en/pabau2/how-to-pause-a-membership-0?hsLang=en) - [How to Resume a Membership](https://support.pabau.com/en/pabau2/how-to-resume-a-membership?hsLang=en) - [How to Allocate Money from Account Towards an Invoice](https://support.pabau.com/en/pabau2/how-to-allocate-money-from-account-towards-an-invoice?hsLang=en) - [How to Refund an Invoice (New Client Card)](https://support.pabau.com/en/pabau2/how-to-refund-an-invoice-0?hsLang=en) - [Client Account Balance: Where It Appears in Pabau](https://support.pabau.com/en/pabau2/client-account-balance-where-it-appears-in-pabau?hsLang=en) - [Failed Payments Report](https://support.pabau.com/en/pabau2/failed-payments-report?hsLang=en) --- Was this guide helpful? 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