Upgrade or Downgrade an Athlete's Package

Switching an athlete from one package to another just got a lot easier. You can now use the new Change Package action to handle upgrades and downgrades as their own kind of update — separate from a true cancellation.

This means coach-built schedules stay intact, upcoming reservations are handled the way you want, and your reports finally tell the real story of how athletes move between packages.

What You Can Do with Change Package

Using the new Change Package action lets you:

• Move an athlete from one package to another in a single flow
• Choose whether the change happens now or when the current package ends
• Keep upcoming reservations on the schedule and have them re-credited automatically under the new package
• Delete upcoming reservations if you'd rather start fresh
• See exactly what's about to happen in a Review step before you confirm
• Record the move as an upgrade or downgrade — not a cancellation — so your reporting stays accurate
• See package change history right on the athlete's profile

All package changes are made from the Actions menu on a package, in the new Package Changes section.

The New Actions Menu

The Actions menu on each package has been reorganized into four labeled sections so you can find the right action faster.

The Auto-Renew and Auto-Pay options change labels based on the current state of the package, so you'll always see the action that applies.

Before You Start: Change Package May Be Disabled

The Change Package action is disabled (greyed out) whenever the active package already has an upcoming package scheduled to renew after it. Because Auto-Renew creates upcoming packages automatically, this is the situation you'll see most often.

To enable Change Package, remove the upcoming package first.

1. On the athlete's profile, open the upcoming package (not the active one)
2. Click Actions → Package Changes → Remove Package
3. Confirm the removal
4. Go back to the active package. Change Package is now available.

What Happens to Reservations on the Upcoming Package

Any future reservations that were credited under the upcoming package will become temporarily uncredited once it's removed. This is expected.

Once you complete the Change Package flow and the new package activates, Kilo will automatically re-credit those reservations under the new package's rules. You don't need to do anything to trigger this.

How to Change an Athlete's Package

1. Go to the athlete's profile
2. Find the package you want to change and click the Actions menu
3. Select Package Changes → Change Package
4. Choose the new package
5. Choose when the change takes effect
6. Decide what to do with upcoming reservations (if any)
7. Configure the new package details
8. Review and confirm

The system will walk you through each step. Here's what to expect at each one.

Step 1: Choose When the Change Takes Effect

You'll be asked to pick one of two options:

Now (early cancel)

• The current package ends today
• The new package starts right away
• Any future credit drops the athlete hadn't received yet on the current package will not be issued

Use this when the athlete wants the new package to start immediately.

When the current package ends

• The current package continues normally until its scheduled end date
• The athlete keeps receiving credits as usual
• The new package is scheduled to start the day after

Use this when the athlete wants to finish out what they've already paid for before the new package kicks in.

Step 2: Handle Upcoming Reservations

If the athlete has reservations on their schedule, you'll be asked what to do with them.

You'll see two options:

• Keep all upcoming reservations
• Delete all upcoming reservations

Keep

• Reservations stay on the schedule
• Any credited reservations will be uncredited so credits aren't double-counted
• Once the new package activates, reservations are automatically re-credited under it

Delete

• All upcoming reservations are permanently removed

If the athlete has no upcoming reservations, this step is skipped automatically.

Note:

This step applies to all upcoming reservations together — you can't pick and choose individual reservations to keep or delete in this version.

Step 3: Configure the New Package

Set the details for the new package:

• Billing plan
• Start date
• Billing start date
• Athlete status upon start
• Athlete status upon end
• Payment method
• Auto-Pay
• Auto-Renew
• Discounts
• Follow-up package

Note:

On the When current package ends path, the start date is locked to the day after the current package ends. On the Now path, you can edit it.

Step 4: Review and Confirm

The Review step shows you a summary of everything that's about to happen, including:

• Current package name, billing plan, and end date
• New package name, billing plan, and start date
• Any reservation impacts ("X reservation(s) will be uncredited" or "X reservation(s) will be permanently deleted")
• A note that future credit drops will be zeroed out (Now path only)
• A note that Auto-Renew on the current package will be turned off
• A warning if the current package has unused rollover credits

Click Apply Changes to confirm.

What Happens Automatically When You Confirm

A few things happen behind the scenes so you don't have to manage them yourself:

• A new upcoming package is created and scheduled
• Auto-Renew on the current package is automatically turned off, so it doesn't renew on top of the new package you just scheduled
• A package change event is recorded — not a cancellation

This is the key difference from the old workaround. Because the system knows this was a change and not a cancellation, your retention reports, churn metrics, and revenue movement reports will all reflect what really happened.

How Reservations and Credits Behave

The outcome depends on which timing path you chose and whether you kept or deleted reservations.

Timing: Now

Timing: When current package ends

A Note About Rollover Credits

Rollover credits cannot be transferred to a new package.

If the current package has unused rollover credits, they will be lost when the package ends. This applies to both timing paths.

The Review step will show you a warning with the exact number of rollover credits the athlete has so you can let them know to use those credits before the change takes effect.

Cancel Package: What's Changed

The Cancel Package flow has been updated so you have more control over what happens to upcoming reservations.

Use Cancel Package when an athlete is ending a package without replacing it. If they're switching to a different package, use Change Package instead.

How to Cancel a Package

1. Go to the athlete's profile
2. Find the package and click Actions → Package Changes → Cancel Package
3. Set the end date, cancellation reason, and athlete status after cancellation
4. Choose whether to keep or delete upcoming reservations (if any)
5. Review and confirm

Reservation Handling on Cancellation

If the athlete has upcoming reservations, you'll be asked to keep or delete them.

• Keep: Credited reservations are uncredited. Uncredited reservations stay as-is. Everything remains on the schedule.
• Delete: All upcoming reservations are permanently removed.

If there are no upcoming reservations, this step is skipped.

Cancelling an Upcoming Package

When you cancel a package that hasn't started yet (sometimes called an "upcoming" or "child" package because it was generated by Auto-Renew on the currently active package), Kilo will automatically turn off Auto-Renew on the active package.

This prevents the active package from renewing again and immediately creating another upcoming package to replace the one you just cancelled.

You'll see this confirmed in the Review step before anything is applied.

Remove Package: What's Changed

The action previously called Delete Package is now Remove Package. The behavior is the same — the package is removed from the athlete's profile — but the confirmation modal is now clearer about what happens to invoices.

When you remove a package:

• Paid invoices are kept. They stay on the system for your records.
• Unpaid invoices are removed. The confirmation modal will tell you exactly how many will be removed.

Removing an Upcoming Package

Just like with Cancel Package, removing an upcoming package will automatically turn off Auto-Renew on the active package, so it doesn't generate a replacement. This is shown in the confirmation modal.

When Auto-Renew Is Automatically Turned Off

To keep things predictable, Kilo will automatically turn off Auto-Renew in these situations:

You'll always see this confirmed in the Review or confirmation step before anything is applied.

How Package Changes Show Up on the Athlete Profile

You can now see at a glance what's happening with a package — without opening each one individually.

Current Packages Card

• A package with a scheduled change shows: "Changing to [Package Name] on [date]"
• A package created from a change shows: "Upgraded/downgraded from [Previous Package Name] on [date]"

Packages Tab

• Active packages linked to an upcoming package from a change are visually connected, so you can tell the upcoming package came from a change and isn't a standalone add
• Packages that ended as part of a change are labeled "Ended — changed to [Package Name]", separating them from packages that were cancelled

This makes it much easier to understand an athlete's package history at a glance.

Change Package vs. Cancel Package: Which Should You Use?

This is the most common question, so here's a quick comparison.

When in doubt: if there's a new package coming after, use Change Package.

Helpful Tips

• Use Change Package for upgrades and downgrades to keep your reports accurate
• Use Cancel Package only when there's no new package replacing the current one
• Choose Keep for reservations when you want to preserve coach-built schedules
• Choose Delete for reservations when starting completely fresh
• Always review the Review step before confirming — every alert there is important
• Let the athlete know to use any rollover credits before a package change, since those can't be transferred
• You don't need to manually turn off Auto-Renew — Kilo handles that automatically when you confirm a package change

When This Feature Is Most Helpful

The new Change Package flow works best when:

• An athlete wants to move up to a higher-tier package
• An athlete wants to scale down to a smaller package
• You're switching an athlete between billing plans on different packages
• A coach has already scheduled future reservations you don't want to lose
• You want your reporting to clearly show upgrades and downgrades separate from cancellations

Frequently Asked Questions

Should I use Change Package or Cancel Package? Use Change Package when the athlete is switching to a different package. Use Cancel Package only when they're ending a package without a replacement. This keeps your reporting clean and preserves scheduled reservations the athlete might want to keep.

Will the athlete keep their reservations when I change their package? That's your choice. The Change Package flow will ask if you want to keep or delete them. If you choose Keep, reservations stay on the schedule and are re-credited automatically once the new package activates.

What happens to credits the athlete hasn't received yet? On the Now path, future credit drops on the current package are not issued, since the package is ending early. On the When ends path, the athlete continues to receive credits normally until the current package's end date.

Can rollover credits be moved to the new package? No. Rollover credits stay tied to the original package and cannot be transferred. Kilo will warn you in the Review step if any rollover credits exist so you can let the athlete know to use them before the package ends.

Can athletes upgrade or downgrade their own packages? Not at this time. All package changes, cancellations, and removals are staff-managed from the GMS.

Will paid invoices be deleted when I remove a package? No. Paid invoices are always kept. Only unpaid invoices are removed, and you'll see a count of them in the confirmation modal before you confirm.

Why is Auto-Renew getting turned off automatically? To prevent conflicts. If Auto-Renew stayed on, the current package could renew and create a new upcoming package right on top of the one you just scheduled. Turning it off automatically keeps the athlete's package timeline clean.

Can I select individual reservations to keep or delete? Not in this version. The Keep or Delete choice applies to all upcoming reservations together.

If you have questions about changing, cancelling, or removing athlete packages in Kilo GMS, our Support team is happy to help. Reach us at hello@usekilo.com.