What This Screen Does

This is a member’s profile page — think of it as their personal folder in a filing cabinet. It brings together everything you need to know about a member in one place: their personal details, memberships, training history, billing records, and documents. You can also communicate with them directly, manage their access, and perform administrative actions like resetting their password or promoting them to an employee.

How to Get There

Open the dashboard.
In the left-hand menu, click Member.
Find the member you want to view and click on their name or row.
You are now on the Member Profile screen.

Step-by-Step Guide

1. Profile Cover and Avatar

At the top of the page you will see a large cover image with the member’s avatar, full name, and role.
The cover image is pulled from the currently selected gym’s image gallery.
Below the cover are five tabs you can click to switch between different sections of the profile.

2. Navigate Between Tabs

The profile has five tabs. Click any tab to switch to that section:

Tab	Icon	What It Shows
Profile	Person icon	Stats, about info, settings, notes, communication, and activity timeline.
Memberships	List icon	Active and past memberships, waiting list, and contracts.
Training	Dumbbell icon	Exercise results, booking details, personal trainer info, and personal programs.
Billing	Wallet icon	Invoices, fines, credit balance history, and payment methods.
Documents	Folder icon	Personal and shared documents (available on Premium and Platinum plans only).

The current tab is remembered in the URL, so you can share a direct link to a specific tab.

3. Profile Tab

This is the default tab when you open a member’s profile. It is split into a left sidebar and a main content area.

Stats Cards

At the top of the sidebar you will see a grid of stat cards:

Stat Card	What It Shows
Participations	Total number of class registrations for this member.
Trainings	Total number of training sessions logged.
Credit balance	The member’s current credit balance in their currency.
Door access	Whether the member has an active door access account. Only shown if your chain has a door access system configured. Click it to reset or activate door access.
Identity verified	Whether the member’s identity has been verified. Click it to start the verification process (if not yet verified).
Payment method	Whether the member has a payment method on file. Click it to add one (if none exists).

About Card

Displays the member’s personal information:

Address — street, postal code, city, and country. If coordinates are available, a small map thumbnail links to Google Maps.
Email — the member’s email address.
Phone number — the member’s phone number.
Date of birth — shown if available.
Primary account — if this member is a sub-account, a link to their parent account is shown.

Settings Card

Shows the member’s account preferences:

Setting	What It Means
Language	The language the member has chosen for their account.
Newsletter	Whether the member has opted in to receive newsletters.
Anonymous	Whether the member has chosen to be anonymous.
Calendar sync	Whether the member syncs their schedule to an external calendar.
Passcode	The member’s check-in passcode (hidden by default — click the eye icon to reveal it).

Sub-Accounts

If the member has sub-accounts (for example, family members), they are listed in a separate card below the settings.

Notes

Notes are internal comments visible only to staff.
Existing notes are listed in reverse chronological order (newest first).
Click the + button in the card header to add a new note.
In the note dialog:
1. Type your note in the text field.
2. Optionally attach a file by clicking the File button.
3. Click Add to save the note.

Main Content Area

Communicate Card

Use this card to send a message directly to the member. There are two sub-tabs:

SMS Tab:

Field	Required	What to Enter
Text message	Yes	The SMS body you want to send to the member.

Click Send to dispatch the text message.

Email Tab:

Field	Required	What to Enter
From	Yes	Pre-filled with your email address (cannot be changed).
To	Yes	Pre-filled with the member (cannot be changed).
Subject	Yes	The subject line for the email.
Body	Yes	Use the rich-text editor to compose the email content.

Click Send to dispatch the email.

Activity Timeline

Below the communicate card is a timeline of all events related to this member. You can filter by type using the tabs:

Filter	What It Shows
All	Every event (emails, SMS, notifications, notes).
Emails	Only sent emails.
SMS	Only sent text messages.
Notifications	Only system notifications.
Notes	Only staff notes.

The timeline loads more events automatically as you scroll down.

4. Memberships Tab

Left side: A list of all memberships (active, inactive, on hold, cancelled, and missing payment). From here you can add new memberships.
Waiting list: If the member is on any waiting lists, they appear below the memberships.
Right side: A card showing the member’s contracts as downloadable documents.

5. Training Tab

Left side:
- Personal Trainer — shown if the member has personal training memberships (Premium/Platinum plans only).
- Exercise Results — the member’s newest exercise results, grouped by exercise type. Click Load more to see older results. Click an exercise name to see a detailed view of that exercise’s history.
Right side:
- Personal Program — the member’s assigned training program (Premium/Platinum plans only).
- Booking Details — details of the member’s class bookings.

6. Billing Tab

Left side:
- Invoice history — a list of all invoices for this member.
- Fines — any fines charged to the member.
Right side:
- Credit balance history — a log of credit balance changes.
- Payment methods — the payment cards on file for this member.

7. Documents Tab

Note: This tab is only available if your chain is on a Premium or Platinum subscription plan.

Personal documents — documents uploaded specifically for this member. You can search by name, filter by date range, upload new documents, and delete existing ones.
Shared documents — documents shared across the organization that this member can access.

Click the three-dot icon (⋮) in the top-right breadcrumb area to open the actions menu. The following options are available:

Action	What It Does
Payment gateway	Opens the member’s profile in your external payment provider in a new browser tab.
Calendar link	Shows a dialog with the member’s calendar subscription link. Click Copy to copy it to your clipboard.
Reset door access / Activate door access	Resets or activates the member’s door access. Only shown on mobile if your chain has a door access system.
Verify identity	Opens the identity verification dialog. Only shown on mobile if the member is not yet verified.
Reset password	Generates a new password and emails it to the member. You will be asked to confirm before proceeding.
Promote to employee	Converts this member into an employee with Coach and Member roles. You will be redirected to the employee’s page. This cannot be undone.
Audit log	Opens the audit log for this member. Only visible to users with the Owner role.
Edit	Takes you to the member edit screen.
Delete	Permanently deletes this member. You will be asked to confirm before proceeding.

Identity Verification Dialog

When you click Verify identity, a dialog opens:

Field	Required	What to Enter
Date of birth	Yes	Select the member’s date of birth using the date picker.
Validation type	Yes	Choose the type of identity document used for verification from the dropdown.

Click Verify identity to submit.
If the date of birth you enter is different from what is on file, you will be asked to confirm the age change before proceeding.
A verification fee may be charged to the member depending on your system settings.

Calendar Link Dialog

A text field shows the member’s calendar subscription URL.
Click Copy to copy the link to your clipboard.
Click Cancel to close without copying.

What Happens Behind the Scenes

Resetting a Password

You click "Reset password" and confirm
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API call: MembersService.updatePassword({ id: memberId })
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Server generates a new password and emails it to the member
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Success notification: "Password has been reset and sent to member!"
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Activity timeline refreshes to show the event

Promoting to Employee

You click "Promote to employee" and confirm
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API call: EmployeesService.create({ body: member data with Coach + Member roles })
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New employee record is created from the member's information
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You are redirected to the new employee's detail page
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Success notification: "Member promoted to employee!"

Deleting a Member

You click "Delete" and confirm
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API call: MembersService.deleteMember({ memberId })
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Member record is permanently removed
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Success notification: "Member deleted!"
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You are navigated back to the previous page

Verifying Identity

You fill in date of birth and validation type, then click "Verify identity"
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(If date of birth differs from stored value)
Age change confirmation dialog appears → you confirm
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API call: MembersService.verifyIdentity({ memberId, body: { dateOfBirth, validationType } })
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Member profile and memberships are refreshed
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Success notification: "Identity validated"

Resetting Door Access

You click the door access stat card (or menu item)
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API call: MembersService.updateDoorAccess({ memberId })
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Member profile is refreshed to reflect the new door access status
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Success notification: "Door access reset!"

Troubleshooting

“I cannot see the Documents tab”

The Documents tab is only available on Premium and Platinum subscription plans.
If your chain is on a lower plan, this tab will not appear.
Contact your account manager to upgrade if you need document management.

The Audit log is only visible to users with the Owner role.
If you need access, ask an Owner on your team to check the logs for you, or request the Owner role from an existing Owner.

“I clicked Reset password but the member says they never received it”

The new password is sent to the email address on the member’s profile. Verify it is correct by checking the About card.
Ask the member to check their spam or junk folder.
If the email address is wrong, edit the member’s profile first, then reset the password again.

“The door access card is not showing on the profile”

The door access stat card only appears if your chain has a door access system configured in chain settings.
If you recently set up door access, try refreshing the page.
Contact your administrator to confirm the access system provider is properly configured.

“I promoted a member to employee but they cannot log in”

After promotion, the employee is created with Coach and Member roles.
The employee may need to reset their password or receive a login invitation, depending on your system setup.
Check the new employee’s profile to make sure their email address is correct.

“I tried to delete a member but got an error”

The member may have active memberships, outstanding invoices, or other linked records that prevent deletion.
Read the error message carefully — it usually explains what is blocking the deletion.
Resolve any outstanding items (cancel memberships, settle invoices) and try again.

“The activity timeline is empty”

If the member is brand new, there may not be any events yet. The timeline will populate as emails, SMS messages, and notifications are sent.
Try switching between the filter tabs (All, Emails, SMS, etc.) to see if events exist in a specific category.
If you just sent a message and it does not appear, wait a moment and scroll — the timeline refreshes automatically.

“I cannot see the Verify identity option”

On desktop, the Verify identity option appears as a clickable stat card on the Profile tab (the shield icon). It is only clickable when the member is not yet verified.
On mobile, it appears in the three-dot menu instead.
If the member is already verified, the option will not appear because no further action is needed.

“The identity verification charged the member unexpectedly”

When verifying a member’s age through the dashboard, the verification fee is still invoiced according to your system settings.
If member verification fees are enabled in your system settings, the member will be charged automatically.
To disable this fee, check your chain’s system settings for the verification fee toggle.

“I cannot copy the calendar link”

Make sure your browser allows clipboard access. Some browsers block clipboard writes unless the page is served over HTTPS.
Try selecting the text in the calendar link field manually and copying it with Ctrl+C (or Cmd+C on Mac).
If the calendar link field is empty, the member may not have calendar sync enabled in their settings.

How to Set Up Personal Training (PT) in the System

Member Cards

Create a New Personal Training Type

Personal Training Details

Edit a Personal Training Type

Member Profile