What is Click-to-Cancel?
Effective February 2025, Click-to-Cancel is a new feature designed to make it easier for members to cancel their gym memberships directly through the Members App, Branded App, and Members Web Portal. This feature streamlines the cancellation process while allowing gym admins to efficiently manage and respond to requests. It also ensures compliance with the FTC’s Click-to-Cancel regulations, which take effect on May 14, 2025.
How It Works
Starting in version 3.26.0 or later of the Members App, Branded App, and Members Web, members will see a Cancel Membership option in their account settings. The process includes:
Confirmation & Survey – Members are prompted with a confirmation screen and an optional feedback survey before finalizing their cancellation request.
Admin Notification – Gym admins receive an email notification of the cancellation request, allowing them to review and take action.
Billing & Cancellation Control – Gym admins can cancel the membership before the next bill date, ensuring compliance while managing financial adjustments.
Important Notes
Outstanding Payments & Contracts/Agreements – Members cannot cancel if they have unpaid balances or contractual obligations, unless the gym admin manually overrides the restriction.
Configuring Cancellation Request Settings in PushPress Core for the Members App
Log into PushPress Core.
Select Apps > App Store > Member App > Configure.
Scroll down to “Member Cancellations” and click “Edit Settings”
Enable or Disable the Feature: Toggle the setting on or off as needed.
Click “Save” to confirm changes.
Important Considerations
When deactivated (off), the Membership Cancellation Request feature will no longer be available in the Members App, Branded App, or Member Portal.
Ensure compliance with local laws and the FTC’s Click-to-Cancel rule (effective May 14, 2025) before disabling this feature.
Step-by-Step Cancellation Request Process
Member Submission
Open the Members App, Branded App, or Member Portal.
Select “Memberships” from the home screen.
Choose the specific membership you want to cancel.
Scroll to the bottom of the screen and tap “Cancel Membership”.
Complete the Cancellation Survey:
Select a reason for cancellation from the available options.
(Optional) Add any additional details or feedback for the gym staff.
Tap “Send Cancel Request” to finalize the request.
The membership will now display a “Cancel Requested” tag. The gym admin will review and process the cancellation request.
Admin/Staff Request Processing
Email Notification: All gym admins associated with the gym receive an email containing the cancellation request details and the member’s next bill date.
Timely Cancellation is Essential: Admins should process the cancellation before the next billing date to prevent unwanted charges and ensure compliance with FTC regulations. Note: Admins should also review local laws to confirm any additional compliance requirements.
Member Confirmation: Once the admin cancels the membership, the member will receive an email confirmation stating that their membership has been successfully canceled.
Reminder for Pending Requests: If an admin has not processed the request, they will receive a reminder email 24 hours before the next bill date to take action.
FAQs
What Memberships Can Members Cancel?
Only recurring memberships can be canceled through the Members App, Branded App, and Member Portal.
Non-recurring memberships and punchcards cannot be canceled using this process.
How Members Request a Membership Cancellation
Members can request cancellation in the Members App, Branded App, & Members portal.
Email Notification to Admins:
When a member submits a cancellation request, all gym admins will receive an email with the member’s details and next bill date.
Admins must manually process the cancellation before the next billing date to prevent additional charges.
Reminder Notification:
If an admin has not taken action, they will receive a reminder email 24 hours before the member’s next bill date.
Can Gym Admins View a List of Cancellation Requests?
Current Tracking: At this time, cancellation requests are only sent via email to gym admins.
Future Tracking (Q2 2025): A tracking system within PushPress Core will be introduced, allowing admins to view and manage all cancellation requests in one place.
Cancellation Reports:
Currently, there is no report for viewing all cancellation requests, but a reporting feature is planned for future development.
Can Members Cancel Immediately?
No, members cannot cancel immediately through the app.
As of Q1 2025, membership cancellations must be manually processed by an admin.
Members can only submit a request, and it is up to the admin to ensure the membership is canceled before the next billing date.
Gym owners should be aware of their local laws regarding membership agreements and cancellation policies to ensure compliance.
Will Members Be Notified of Their Cancellation Status?
Yes, members will receive an email confirmation once their cancellation request is processed.
Once canceled, the membership will no longer appear in the “Memberships” section of the Members App.
Need More Help?
For further assistance:
Check out other Help Articles.
Use the PushPress Messenger (blue box in your CORE account).
Email us at support@pushpress.com.
About PushPress
PushPress is a gym management software that can help you a lot in managing your gym. We've helped thousands of local gyms streamline and professionalize their businesses with our intuitive, powerful solution for managing fitness facilities - all from the palm of their hands! Want to take charge? Give us 3 minutes on the phone or schedule an in-person demo today!