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Users: Members, leads and prospects

This article explains how to manage your existing members and sales pipeline within the Users feature. You will learn how to handle member, track leads, assign tasks, process transactions and much more to drive business efficiency.

Table of Contents

Requirements

  • Users are included in all our packages
  • All staff and admin roles have access to the Users feature by default.
  • Permissions: Access can be restricted by a Facility Admin under the Roles feature (Hierarchy: Staff ➔ Admin ➔ Facility Admin).

🛠️ Managing leads & prospects

Follow these steps to navigate the sales pipeline, manage communication history, and convert potential clients into active members.

Navigating to leads & prospects

  1. Click Users in the main left-hand sidebar menu.
  2. Click the Leads & prospects tab at the top of the main window.
  3. Locate the specific individual in the list and click the eye icon on the far right to open their profile.

Profile administration & tasks

Once inside the lead's profile, you can view contact info, status tracking, and history.

  • Add notes: Use the plus (+) button in the Notes section to log updates or interactions.
  • Manage tasks, documents, & history: Scroll to add new Documents, assign To-dos, or view the engagement History by clicking the respective plus (+) buttons.

Converting a lead to a customer

  1. Inside the lead's profile view, locate the Lead / prospect — cannot log in yet banner.
  2. Click the Convert to customer button to transition them into your member workflows.

NOTE: Converting the profile does not automatically send login credentials to the user. You must manually send the login welcome email by clicking the Password button on the member profile, where you will find a quick option to send the welcome details.

Managing members

Open the Members tab from the main Users menu and select a member profile to manage their subscriptions, payments, credentials, and activity bookings.

1. Selling memberships and products

Boost your revenue by processing memberships and quick sales directly from the member profile.

  • Sell a membership: Scroll down to the Subscription section and click the plus (+) button. Choose the desired membership type from the dropdown list. Click Choose on the subscription card, or select Customize... to adjust the starting costs, monthly fees, or payment dates. Review the billing dates under Preview of first payments and click Finish to activate the plan.
  • Sell products: Click the Checkout button in the quick-actions grid to sell products like food, beverages, merchandise, and other add-ons.

2. Handling payments, orders, and exports

Keep your financial tracking seamless and professional.

  • Review purchases: Check the Orders section to view the status of Upcoming, Processing, Failed, Completed, or Canceled transactions.
  • Manage billing methods: Scroll to Payment methods to view active credit cards or invoice setups. Click the plus (+) button to link a new payment method to the user's account.
  • Export order summaries: Click the Orders Summary button in the quick-actions grid to help a member quickly export their transaction summary.

3. Credentials and security

Maintain total security over user access and login capabilities.

  • Update account details: Click the edit icon in the top-left user information box to open and modify the member's core personal data.
  • Manage passwords: Click the Password button in the quick-actions grid to assist members with creating a new password or resetting their existing credentials.
  • Restrict access: If you need to place an immediate administrative hold on an account, edit the top-left user information box, scroll down to the bottom Block section, and check Block this user from booking and checking in. This instantly restricts their access until unblocked.

4. Booking assistance and history tracking

Deliver exceptional customer service by managing bookings and reviewing member engagement.

  • Book an activity: Scroll down to the Bookings section and click the plus (+) button. Use the search filters to locate the correct class, and click the Book button next to the relevant time slot.
  • Audit activity logs: Click the Log button in the quick-actions grid to view a complete, transparent list of actions and interactions this member has performed in the system.

5. Customizing communication settings

Tailor how members stay informed to optimize your communication strategy.

  • Click the Notifications button in the quick-actions grid to manage automated updates, billing alerts, and marketing materials.
  • Customize the preferred delivery method by toggling Email, Push notification, or SMS based on the member's preference.

NOTE: While emails and push notifications are free, sending SMS messages carries additional costs and requires initial system activation. Navigate to Settings > SMS to activate the feature for the first time and review pricing details. SMS costs are determined by character limits, meaning longer texts scale the overall expense. These accumulated charges are applied as a separate line item on your monthly license bill.

🧪 Validation / Testing

You can instantly verify that your profile updates or status conversions are successful without navigating away from your workspace.

  • Automatic transition: When you convert a profile, the system redirects you to the active member page immediately.
  • Status badges: Check the user information box in the top-left corner of the profile. A successful conversion is confirmed when the badge changes from Lead to Customer.

 

Last edited: 5/6-2026