Enrolling a patient in a membership

You enroll patients from the Memberships section of their chart. Owners and admins first turn memberships on in Settings, then create plans on Services.

Patients can also join memberships themselves from the booking page or patient portal. To offer a plan on the booking page, the plan needs at least one service or package.

How do I check that memberships are ready to use?

In the left sidebar, click Settings. In the settings menu, under Billing, click Memberships. On the memberships settings page, owners and admins turn memberships on for the whole practice before anyone can start enrolling patients.

Use Settings (1) in the left sidebar to open organization settings. Under Billing, choose Memberships (2) to control whether the practice offers memberships.

1. In the left sidebar, click Settings.
2. In the settings menu, under Billing, click Memberships.
3. If the page shows Connect Stripe first, click Connect Stripe and finish Stripe setup. See Connecting Stripe for patient payments.
4. Turn on Memberships.
5. Click Save changes.

After you save, the Complete setup section gives you a link to the memberships area on Services. If you just turned memberships on, save first — the plan link stays disabled until the setting is saved.

How do I create a membership plan?

In the left sidebar, click Services. On the Services page, owners and admins create the plans patients can join.

On the Services page, the Memberships section (1) lists your current plans. Click New membership (2) to open the plan form.

If the plan should include visits, packages, billing codes, or extras, add them with Service, Package, Billing code, or Custom item before you save it. If your practice has multiple billing profiles, the form also shows Billing profile so you can choose which billing profile the plan uses after you create it.

1. In the left sidebar, click Services.
2. In the Memberships section, click New membership.
3. Enter Name and Price (USD).
4. Optional: add Description and Category.
5. Under Billed, choose Monthly or Yearly.
6. Under Ends, choose When cancelled or After a set number of payments. If you choose After a set number of payments, enter Number of payments.
7. If your practice has multiple billing profiles, choose Billing profile.
8. Click Create plan.

The plan becomes available for enrollment after it is created. Description is optional and can be up to 500 characters. Category is optional. Price (USD) must be greater than 0. If your practice has multiple billing profiles, the plan uses the Billing profile you choose when you create it.

If you want patients to join the plan from the booking page, the plan still needs at least one service or package before it can be shown there. When a plan has phases, a new member starts with the first phase's price and included items.

How do I enroll a patient in a membership?

In the left sidebar, click Patients, then click the patient's name. In the patient sidebar, click Memberships to review current memberships and start an enrollment from an available plan.

Use Memberships (1) in the patient sidebar to open the patient's memberships page.

The Enroll in a membership heading (1) names the dialog, No card on file (2) warns that the patient still needs a payment method, and Cancel (3) closes the dialog.

Use the current memberships (1) to check whether the patient is already on the plan. Use the available plans (2) to choose a plan the patient can still join.

1. In the left sidebar, click Patients, then click the patient's name.
2. In the patient sidebar, click Memberships.

The page shows the patient's current memberships and the plans that are still available to enroll. Available plans exclude plans the patient is already active on.

Review the patient's current memberships before you start. Do not enroll the patient into the same plan again while it is Trialing, Active, or Past due.

When you start the enrollment, Ona asks you to confirm it on the page. For memberships paid outside Ona, the enrollment uses the manual collection method and does not require a card on file. If the plan has phases, the first phase sets what the patient starts with. After enrollment, the membership appears on the patient's memberships page with its status.

If enrollment fails, use the message to decide what to fix. Card declined means the payment method was declined. Can't enroll yet usually means a card on file or payment setup is missing for a membership that is charged through Ona. Already enrolled means the patient already has an active-like membership on that plan. Plan unavailable means the plan is no longer available. For card updates, see Payment links and charging a card on file.

How do I review membership status and renewals?

On the same page, use Memberships to review whether a membership is live, needs attention, or has ended. Owners and admins can also open a membership plan on Services to review its current Members list.

In the patient's chart, use Memberships to review the patient's memberships. On Services, use Memberships (1) to open the plan area, and use Members (2) to review the current members on that plan.

Status	What to know
Trialing	The membership is live and its included visits and codes can be used. Do not re-enroll the patient into the same plan.
Active	The membership is live and its included visits and codes can be used. Do not re-enroll the patient into the same plan.
Past due	Treat this as active-like for enrollment decisions, so do not re-enroll the same plan. Its included visits and codes do not cover new bookings until payment is settled.
Unpaid	A membership status you may see after payment problems.
Cancelled	A membership status you may see on a membership that has been cancelled.
Expired	A membership status you may see on a membership that has ended.

For fixed-term plans, you may see payment progress such as Payment 3 of 6. For renewing plans, you may see a renewal date when one is available. When a plan has phases, the status view starts from the first phase's price and items.

What can't I do here?

When you use memberships from the patient chart, Settings, or Services, these limits apply:

• Staff and clinicians can enroll patients in memberships, but only owners and admins can turn memberships on from Settings or create and manage plans on Services.
• You cannot turn memberships on until Stripe can take charges. If Stripe is not ready, the page shows Connect Stripe first.
• You cannot save a plan without Name and a Price (USD) greater than 0.
• Description must be 500 characters or fewer.
• Category is optional.
• If your practice has multiple billing profiles, the plan shows Billing profile when you create it, and you cannot change it later.
• If you choose After a set number of payments, Number of payments must be from 2 to 120.
• Included services, packages, billing codes, and custom items can be added to a plan, and included service and package quantities must be whole numbers from 1 to 999.
• Archived plans cannot be used for new enrollments.
• Changing a plan's price, billing, number of payments, category, billing profile, included items, or phases applies to new enrollments only. Patients already enrolled keep what they joined with.
• A plan cannot be shown on the booking page until it includes at least one service or package.
• Do not re-enroll a patient into the same plan while their membership is Trialing, Active or Past due.

Common questions

Why don't I see a plan for the patient?

The patient's available plans already exclude plans they are active on. A plan can also be missing because it was archived, memberships are not fully set up yet, the plan is not available on the booking page, or the patient still needs payment setup before enrollment can complete. If the plan is paid outside Ona, it still needs to be available for that patient and can be enrolled without a card on file.

Can staff enroll patients in memberships?

Yes. Owners, admins, staff and clinicians can use the patient's Memberships page for patients they can access. Only owners and admins can turn memberships on from Settings or create and manage plans on Services.

What happens if the patient's card is declined?

Enrollment stops and Ona shows Card declined. Update the patient's payment method, then try the enrollment again. If the membership is paid outside Ona, the enrollment does not use a card on file. See Payment links and charging a card on file.

Can I change a membership price for existing members?

No. Changing a plan's price, billing, number of payments, category, billing profile, included items, or phases applies to new enrollments only. Existing members keep what they joined with, and a new member starts from the first phase when a plan has one.

What happens when I archive a plan?

The plan is no longer available for new enrollments. Patients already enrolled keep their membership and continue to be billed until cancelled.