How Do I Transfer a Member's Sessions or Account History to a New Account?

A member sometimes ends up with two accounts in the system — for example, they rejoined after canceling, enrolled through Silver Sneakers, or a new account was accidentally created for someone who already has one. If their PT sessions, subscription, or account history are sitting on the old (inactive) account instead of the new (active) one, you'll need Enhance Support to move that information over — this isn't something club staff can do themselves in Manager Suite or Client App today.

Details

Based on recent support tickets, this comes up in a few recurring situations:

• A member canceled and later rejoined, and their unused PT sessions are still tied to the old account rather than the new one.
• A member is enrolled through a third-party program (e.g., Silver Sneakers) and ends up with a separate account that needs to be reconciled with their existing one.
• A duplicate account was created for a member who already had an account under the same name, and the two need to be merged.
• A member has an inactive profile with an active subscription, and staff need that subscription moved to the member's active profile.

In every case reviewed, the request was submitted by club staff (not the member) directly to Enhance Support, and support performed the transfer — there was no self-service option used or referenced in any of these tickets.

What to include in your request

To avoid back-and-forth, include all of the following when you contact support:

• The member's full name
• The old/inactive account number or barcode (where the sessions, subscription, or history currently live)
• The new/active account number (where they should end up)
• What needs to move — e.g., PT sessions, a subscription, or general account/profile information
• Briefly, why the member has two accounts (rejoined, duplicate created, program enrollment, etc.) — this helps support confirm it's safe to merge

Note: Provide exact account numbers or barcodes, not just the member's name. Several of these requests involved members with common names, and the account identifier is what support uses to confirm they're merging the correct records.

Related Questions

• What is "Exerp" and how does it relate to member profiles? (one ticket referenced an "inactive Exerp" profile — flagged for SME confirmation, see Publishing Notes)
• How do I handle a refund request for a member's account? (related escalation pattern seen in this same ticket sample — no article yet)