If you already have payments set up with a payment provider, you may be able to migrate existing active authorisations when moving to a new payment provider — depending on the provider you’re switching to.
This allows you to continue collecting payments without disruption and without needing to re-request customer approval.
The only requirement is that customers must be notified of the change in payment provider before the first payment is collected by the new provider.
A payment token is a secure reference to a customer’s payment method (like a card or bank account) that allows payments to be processed without storing sensitive card or bank details directly. Tokens are specific to each payment provider and cannot be transferred manually, they must be migrated between providers.
For example, ACH (Automated Clearing House) is a type of bank transfer used in the US.
Different providers support different payment types.
Once you have obtained the payment tokens data, BETA requires a mapping file linking the old customer IDs from your old provider to the new customer IDs from your new provider.
This allows BETA to correctly associate customers with their migrated payment tokens.
Migration handled by the payment providers: The old provider transfers payment tokens to the new provider upon your request. BETA is not involved in this process.
Obtain the mapping file: After the migration of tokens to your new provider, your new provider will provide a CSV or similar file mapping old customer IDs → new customer IDs.
Submit the mapping to BETA: Upload this mapping file in BETA so that all customers are correctly linked to their migrated payment tokens.
This process acts as a fallback in cases where your previous payment provider workflow is incomplete or unsuccessful, meaning payment tokens can’t be migrated. It can also be used as an additional safeguard to ensure all members have a valid payment method on file.
It combines automated outreach, in-gym prompts, and data-driven follow-ups to make the process simple, reliable, and minimally disruptive for both staff and members.
Best Practices
Always communicate clearly with visitors why members need to add their payment method.
Keep messaging short, professional, and action-oriented.
Prioritize sending emails from your gym’s domain for the highest success rates.
Use the combination of automated emails, in-gym prompts, and reports for the most effective results.
We recommend sending emails directly from your gym’s domain rather than from BETA. Why send from your gym’s email?
Members are far more likely to open and act on emails from a recognised sender, especially since they are being asked to enter sensitive data.
Sending from your own domain decreases the likelihood that the email ends up in spam.
Follow along below
Download a Subscription Report to understand who does NOT have a payment method
From the Passes » Subscriptions » Download to download the Subscription Report. This pings the servers of the payment provider to confirm whether payment methods are on file or not (this report might take a few minutes depending on your member count).
Attention: multiple locations should download one report for each location.
Filter the report to identify members without payment methods.
Prepare the email copy prompting members to log in and add a payment method via the Visitor Home.
Send the email from your gym’s official email address (e.g., info@yourgym.com).
Monitor open and click-through rates, and follow up with reminders if necessary.
Please note, the below is a suggested email - feel free to draft your own. Make sure you enter the correct Visitor’s Home link in your email. That is how your members can save their Card/Bank Tokens.
Hi {{CLIMBER_FIRST}},
To make sure your membership at {{GYM_NAME}} keeps rolling without any hiccups, please take a moment to add your card details to your account.
Add Payment Method (CTA BUTTON w/ Visitor Home Widget)
Just head to your Member Home and update your info under Wallet » Payment Methods. You’ll need to log in using your email address this message was sent to
It’s quick, easy, and ensures you’ll have uninterrupted access to all the climbing you love.
– The {{GYM_NAME}} Team
In-Gym Check-In Prompts
Enable a popup prompt during front desk check-in to remind staff to capture payment methods when a member is missing one.
For members checking in via QR code, uses a distinct sound alert so desk staff know to follow up and collect payment details in person.
See the dedicated guide below
Capture Visitor’s Payment Method - The Missing Payment Method POP-UP
"Climber Needs Payment Method" pop-up highlights that there is an issue with the profile’s Payment Profile.
Download the subscription report, from the Passes » Subscriptions » Download which checks the servers of the payment provider to confirm whether payment methods are on file (note: this process can take some time).
Attention: multiple locations should download one report for each location.
Filter the report to identify members without payment methods.
Use this filtered list for targeted follow-up emails or in-gym outreach.
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