[KB] End User - Registration Family Member

Last edited: 24.04.2024

📌This article is related to Family Member questions such as: how to create a link to register a family member, business rules, or general questions about family member registration.

Important information

  • Only the account holder can manage some Family Member (FM) configurations:
    • Initiate the process of creating the family member’s account;
    • Choose or change plan;
    • Update payment method;
    • Cancel the account;
    • Pause/unpause the account.
  • There is a limit of 3 Family Members per user account. This limitation applies after the account holder creates a link to the family member, so even if the family member account is “pending”, it will count as one family member added, and will start charging in the credit card.
  • Are eligible to be a family member: parents (mother, father), children and spouses.
  • The account holder is able to add and manage a family member without an active plan or with a paused plan, it’s only necessary to have an active account.
  • To invite the FM, the account holder needs to share the link generated in-app when adding a FM (see family member registration flow). The link doesn’t expire and the user can send to the FM whenever it’s better to them.
  • When the account holder registers a FM, they only choose the plan and register the payment method, the information regarding login email, name and password are provided by the FM when receiving the link from the account holder.
  • Family Members previously registered on Old Core, cannot use the same email to register on Tagus.
  • Darwin won’t show Family Members accounts who haven't completed the sign up yet by the link, but it’s possible to check on account holder accounts on Darwin if the family member was correctly added by the account holder.
  • It’s possible to check in Darwin if the account holder added correctly the Family Member in his/her account.
  • Family Members have the standard membership fee, and the users can check plan prices in-app.
  • It’s not possible for the account holder to reactivate a family member, it’s necessary to follow the registration flow again from the beginning.
  • Is possible to use a login email of an existing account when the FM is registering, but the plan needs to be canceled to the new registration success.

📢  Table of contents:

Step by step

📍 Family member registration flow

Guide the Account holder to follow the steps below:

  1. Click on Profile and select Settings (gear icon)
  2. Select Account
  3. Click on Family Members
  4. Select 'Add a new family member'
  5. Choose the family member plan and select the credit card to complete the purchase
    Important: The app displays a message that reads: "By selecting ‘Continue’ you agree to purchase a monthly subscription that will automatically renew until canceled per our terms. Price subject to change". The account holder should be aware that charges for the Family Plan will start the moment the 'Continue' button is pressed, regardless of whether family members have activated their plans. 
  6. Share the registration link with the family member.

5.png

 

Process to add the remaining family members: the main difference compared to the above flow is the initial screen, where the account holder can see the already registered FMs.

addmoreFM.png
Important: after the account holder generates the link, the payment for the plan will be activated, regardless of whether or not the family member completes the registration through the link sent.

After that, using the link, the Family Member will be allowed to create their account following the steps:

  1. Access the link and click on “Let’s go”
  2. Insert an email address
  3. Validate the email with the code received
  4. Insert the name and create a password

registrationFMEN.png

Note: The Family Member account is created only when the email address, name and password are entered using the link provided by the account holder. In the account holder's app, it will appear a "generic" family member, until the family member completes the registration process.

📌Categorization: Registration:: Questions about registration:: Family Member

blobid2.png Macro: TAGUS USER::Registration::Family member How to sign-up

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Steps for CX agents

📍 Darwin's family members' information
  1. Access Darwin and look for the account holder’s profile;
  2. Click on the "Family Members" tab

    unnamed (1).png
  3. Verify the fields “name” and “plan status” as they display important information about the family member's account:

    a) Name information
  • If the name field is a pending family member, it means that the account holder generated the link but the family member didn’t complete the registration using the link.
    Note: the pending family member count as an active family member and also use the limitation for 3 family members per account
  • If the name field has an account linked with the family member's name, it means that the family member already has an active account.

    b) Status information
  • If the status is active, it means that the family member is “eligible” with an active plan
  • If the status is canceled, it means that the family member is “ineligible” and does not have an active plan.
  • If the status is cancellation scheduled, it means that the account holder requested plan cancellation.

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Family Member SKU

📍 How to check family member availability to the account holder
  1. Access Darwin and search for the Account holder’s company

    6EN.png
  2. On the Client profile page, go to the “Subscription” tab, scroll down to the “Dependents” option, and check the details.
    SKUFM.png
  3. Check on recurring fees if the Family Member feature is available to this company
    a. If the FM is not available, explain to the user that the company doesn’t offer the FM option to their employees
    blobid2.png  Macro: TAGUS USER::Registration::Company doesn't allow Family Member

    b. If the FM is available, access the user account in Darwin, go to the Family Member field, and check how many FM the user has registered in the account
  4. On the account holder's profile page, go to the 'Dependents' tab and check how many dependents the user already has registered.
    dependents.png
    a. If the user has already 3 family members registered, explain that there is a limit of 3 FM per user's account. It is not allowed to register other FMs. 
    Important: family member with 'Pending' status count towards the calculation of the 3 permitted.

📌Categorization: Registration::Questions about registration::Family Member

blobid2.png  Macro: TAGUS USER::Registration::Family members limit reached

       b. If the Account holder has less than 3 FM registered, guide the user through the How to register a Family Member step by step.

📌Categorization: Registration::Questions about registration - Family Member

blobid2.png Macro: TAGUS USER::Registration::Family member How to sign-up

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Pending FM

📍 The account holder needs to resend the link to the family member
  1. Search for the account holder in Darwin and go to the Family Members field to see if there is any family member with “pending family member” status;
  2. If there is a pending family member, provide the following step-by-step to the account holder:
    1. In-app, click on profile and then select the option settings (gear icon) 
    2. Go to the account and click on the Family Members option
    3. Select the 3 dots on “Family Member” and click on “Send sign up link”
    4. Share the link with the family member, and guide them to create an account
  3. If there isn’t a pending family member, provide the step by step to the account holder on how to create the link to share with the family member.

📌Categorization: Registration::Questions about registration - Family Member

blobid2.png Macro:  TAGUS USER::Registration::How to add family members

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Technical issues

📍 The account holder faces registration issues when creating the link to invite a family member
  1. Follow the steps described here to verify the availability of family members for the account holder’s company.
  2. Next, still on Darwin, go to the account holder’s account and access the “Family Member” tab to check if there is any “Pending family member”;
  3.  If there is a pending family member, it means that the user already created the family member link, explain to the user that the family member needs to register using a link generated in-app and then send the steps to the account holder about how to send a link to the family member register:

    a) Check if there is more than one pending family member, and ask the user how many family members they want to register;

    b) If there are more pending family members than the account holder wishes to register, request the cancellation of excess accounts by clicking on the 3 dots next to the account with the “pending family member” status and selecting cancel subscription.

    c) After following all the steps, guide the account holder to resend the link to the family member;
  4. If there isn’t a pending family member, check if the user followed the steps to create the link for their family member, and if not, guide the account holder to resend the link to the family member to complete the registration.

📌Categorization: Registration::Technical issue - Family Member

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Error messages displayed in the app

📍 Family Member is facing registration issues

Verify whether the family member has received the link from the account holder. If the family member does not have the link, inform them that only the account holder can register family members and guide them through the step-by-step family member registration process.

If the family member has already received the link, ask the family member for the error message when trying to register:


🔸 If the message is “You already have an account with this email”, it means that the email the family member is attempting to register is already in use in Tagus or Old Core. Note: If the email includes ".edit," ".migrated," or any other configuration, it should not be a problem for the family member's registration. These configurations change the email and prevent account collision.

  1. Ask about the email used for registration and verify in Darwin if there is an active Tagus account associated with the same email address:
    a) If there is an active account, request the cancellation on Darwin
    b) Inform the family member when the cancellation will take effect
    c) Guide him/her to register again after the cancellation using the same email address
  2. If the email is not available on Darwin, search on CRM the account
    a) If there is an account on CRM, check if the family member has an active plan
    b) If there is an active plan, first request the cancellation on CRM then follow the steps for the account collision procedure:
    c) On CRM at the email field, change the email registered on it by adding  .edit at the end

🔸 If the message is “Link no longer available” it indicates that the link has already been used to create an account, and can be used from this dependent or any other Family Member linked to the primary.

  1. Request the account holder's information from the family member (name and email)
  2. Search for the account holder's account on Darwin > go to the "Family Member" tab.
    a) If there is a pending family member, the account holder needs to resend the registration link to the family member. Guide them through the step-by-step process in the app, ensuring the family member follows the provided link for registration.
    b) If there are no pending family member requests, the account holder needs to generate a new registration link following the step-by-step instructions.

🐞 If the requester is still facing any issues registering or being registered as an FM, open a JIRA for the product team following the Opening JIRA Process with the description of the issue, user ID, user email, company name, and company ID.

📌Categorization: Registration::Technical issue - Family Member

blobid2.png Macro: TAGUS USER::Registration::Error message “you can't create an acc with this email”

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Family member is requesting a refund

📍 Family Member with pending registration requesting refund

There are cases in which the account holder can complain about being charged for a family member's subscription, even if they didn't complete the registration.

  1. Since the charge occurs at the moment the Family Member is added by the account holder, regardless of whether they have completed their registration or not, CX is allowed to execute the refund process for the period (check the Refund process for more details);
  2. If the Family Member has not completed the registration and the account holder wishes to remove them, go to account holder page on Darwin and follow the steps below:
    a) Select “Family Members” and on 3 dots select “Cancel subscription”;
    unnamed (2).png

    b) Then, confirm the scheduling of your Family Member’s plan cancellation;
    unnamed (3).pngunnamed (4).png
    Important: when the plan cancellation is scheduled, the family member can still use their subscription until the end of the billing cycle.

    c) After confirming the scheduling of the cancellation, the status of the Family Member’s plan in Darwin will be changed for “Cancellation Scheduled”;
    unnamed (5).png
    d) Finally, go to the Billing page in Darwin and follow the Refund Request Process for credit card.
  3. If the family member has not completed the registration and the account holder does not wish to remove them, the account holder should check if the Family Member is having any issues with registration or resend the link to them. Check The family member is facing registration issues if necessary.

📌Categorization: Registration:: Questions about registration:: Family Member

blobid2.png Macro

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Identifying the correct FM account

📍 The Account holder wants to reactivate their family member
  1. Follow the steps described here to verify the availability of family members for the account holder’s company.
  2. Go to the account holder’s account and open the “Family members” tab. Identify and confirm which family member the account holder wishes to reactivate.
    1. If the plan status is cancellation scheduled, guide the user to undo the cancellation in-app following the steps:
      1. In-app, click on profile and then select the option settings (gear icon) 
      2. Go to the account and click on the Family Members option
      3. In the 3 dots next to the name of the dependent with scheduled cancellation, select Manage subscription
      4. Click on undo cancellation and confirm it
    2. If the plan status is canceled guide the account holder to create a new link following the steps described in “How to register a family member”. Once the link is generated, guide the account holder to share it with the intended family member. Emphasize that the family member should use the same email address associated with the account they want to reactivate during the registration process.

🔔 Important: Family Members can not reactivate themselves once their accounts are linked and paid by the primary.

📌Categorization: Registration::Questions about registration:: Family Member

blobid2.png Macro:

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When a family member loses their eligibility

📍 Situations when a family member can lose their eligibility
  1. Since the Family Member's account is linked to the account holder, they may lose their eligibility when:
    a. the account holder loses their eligibility (FES - Former Employee Subscriber) either by no longer being associated with a provider (company) that offers the Gympass benefit
    b. the provider has terminated the contract with Gympass
    c. the provider (company) cancels the Family Member SKU and no longer allows employees to add dependents to their accounts

In the above scenarios, the account holder loses the right to add new Family Members, and the subscription of already registered dependents will be automatically scheduled for cancellation.

Important: If an account holder is eligible for Gympass, even if he/she doesn’t have a plan subscription active, but has a registration, they are allowed to have a Family Member attached to their account.

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