How do I update the card my facility uses to pay Octiv?
How to change the card that pays your own Octiv subscription — remove the old card via Support, then link the new one and retry any failed payment.
This is the card that pays your own Octiv subscription — not a member's card.
Who can link a card
The account Owner can always link a card. Admins and Location Admins can also do it if they have been given Billing access. This is useful when an Admin or Location Admin is a franchise owner who needs to link their own card so that Octiv bills them for their gym.
- Billing access is turned off by default. To turn it on, go to Staff >> [staff member] >> Access, tick Billing and click Submit. See How do I control what a staff member can access (permissions)?
- Location Admins only see the locations they have access to on Location Billing.
- With Billing access, Admins and Location Admins can also see the Invoices tab and retry unpaid Octiv invoices.
Changing the card
To change it:
- Email accounts@octivfitness.com and ask us to remove the current card from your account.
- Once it's removed, you'll see a grace-period banner at the top of the platform — for example: "Your Octiv account is currently in a grace period. Please add a valid payment method within XX days to avoid interruption to your access." Click the banner to go straight to billing, or navigate there yourself: click your profile photo (top-right) >> Billing >> Location Billing, then click Onboard Now (or the billing blocker shown).
- On the Securely Link Your Card screen, click Link Card and enter your new card details.
Retrying a failed payment
Once your card is added, retry any unpaid subscription invoice: profile photo (top-right) >> Billing >> Location Billing >> Actions >> Retry next to the specific unpaid invoice.
Linking a card for a location that hasn't been set up yet
If a location hasn't been set up for Octiv billing, you'll see the message "Please note: one or more of your locations haven't been set up for Octiv billing." under profile photo (top-right) >> Billing >> Location Billing, and that location's status shows Onboard Now. Click Onboard Now, then click Link Card on the Securely Link Your Card screen and enter the card details. Once the card is linked, the status shows Onboarded.
To update a member's card instead, see How do I update a member's billing details or bank account? or How do I add my card in the Octiv app?