Managing memberships

Once your membership program is live, you manage it from your dashboard. The primary member (the account holder) can manage their subscription, payment details, auto-renew settings, and guest passes from their membership account page. Secondary members — such as additional family or group members — can view their membership and use their benefits, but cannot change payment details or auto-renew settings. Secondary members who need billing changes should contact their primary member.

​

Renewals and auto-renew

Subscription memberships renew automatically on the renewal date you configured for the offering. The platform sends participants an email notification before their renewal date so they can review their membership and update their payment details if needed. Primary members can turn auto-renew off from their membership dashboard. When auto-renew is off, the membership stays active until its expiry date and then lapses — no charge is taken. Primary members can turn auto-renew back on at any time before the expiry date. Secondary members cannot change auto-renew settings — they should ask the primary member to make this change. If a renewal payment fails, the participant is notified and prompted to update their payment card. The membership enters a Past due state and the participant has time to resolve the issue before the membership is canceled.

​

Cancellations

Participants cancel their membership from their membership dashboard. They can choose to:

• Cancel at the end of the billing period — the membership stays active until the current period ends, then stops. No further charges are taken and the member keeps their benefits until expiry.
• Cancel immediately — the membership ends straight away.

The in-product cancellation flow displays a warning before the participant confirms, making clear that cancellation ends their access. If a participant only wants to update their payment card, they should use Update payment details instead — the warning directs them there. When a membership is canceled, the member’s discount and guest pass benefits stop applying. Any guest passes the member already created remain valid for the events they were issued for, until used or explicitly revoked by the member.

​

Viewing and editing member details

To find a member’s record, go to Customers in your dashboard, search by the member’s email address, click their record, and select the membership from the Memberships section. You can view member details — name, date of birth, phone number, address, and any custom form fields — from the membership record. The fields available to view and edit depend on the configuration of your membership scheme. For family and group memberships, the primary member can add and edit secondary members (a partner, children, or other group members) from their dashboard. You can also view and edit secondary member details from your side. Secondary members can be removed if needed — removing a secondary member from a family plan frees up a slot but cannot be undone without re-adding the member’s details.

​

Guest passes

Guest passes are created and revoked by members from their membership dashboard. From your side you can see which passes have been created, the event they apply to, and their current status:

• Active — issued and not yet used.
• Revoked — canceled by the member before use.

If a participant asks about a missing or incorrect guest pass, check the Guest Passes section on their membership record to confirm the pass count, status, and the email it was sent to. Members whose guest pass allowance resets on renewal receive a fresh allowance each year when their subscription renews. The counter shown to the member reflects passes used since the most recent reset.

​

Memberships report

The Memberships report gives you a full list of your members with key details for each. To open it, go to Data & Insights → Reports in your dashboard and select Memberships. The report includes one row per membership, with columns for:

• Member name, email, date of birth, age, phone, and address
• Membership status, offering name, and price
• Policy ID and renewal status
• Expiry date
• Responses to any custom form fields

You can filter by email, name, created date, expiry date, status, and age. Export the report to cross-reference your member list against fulfillment records, eligibility lists, or your own CRM.

​

Communicating with members

The memberships report is the main tool for reaching members outside the platform. Export it and use your email tool to send renewal reminders, event news, or benefit announcements. For automated notifications — renewal reminders and failed-payment alerts — the platform emails members directly. You do not need to set these up. If a member contacts you about a billing issue or failed renewal, direct them to their membership dashboard to update their payment details. For issues that cannot be resolved through the dashboard, contact your account manager.

​

Membership status reference