In this article, we will go through the Member Profile and the features available for managing a member. The Member Profile collects all relevant information in one place, including personal details, memberships, training history, billing information, documents, and communication.
From the Member Profile, you can update information, send messages, manage access, reset passwords, and promote a member to an employee.
How to access the Member Profile
Open the Control Panel.
Click Members in the left menu.
Find the member you want to open.
Click on the member’s name.
You are now on the Member Profile page.
Member Profile overview
At the top of the page, you will see the member’s cover image, profile picture, name, and relevant information.
The profile is divided into five tabs:
Tab | Description |
Profile | Personal information, settings, notes, communication, and activity |
Memberships | Active and previous memberships, waitlists, and contracts |
Training | Training data, programs, bookings, and personal training |
Billing | Invoices, fines, credit balance, and payment methods |
Documents | Personal and shared documents (Premium and Platinum only) |
The selected tab is saved in the URL, allowing you to share a direct link to a specific section.
Profile
The Profile tab is the default view when opening a member.
Statistics
Here you can see an overview of important member information:
Attendance – Total number of classes the member has attended.
Workouts – Number of registered training sessions.
Credit balance – The member’s current balance.
Door access – Shows whether the member has active door access.
Identity verified – Shows whether the member has been verified.
Payment method – Shows whether the member has an active payment method.
Personal information
Here you can view:
Address
Email
Phone number
Date of birth
Any sub-accounts
If the member is a sub-account, a link to the main account will be displayed.
Account settings
Here you can view:
Language
Newsletter subscription
Anonymous status
Calendar synchronization
Password
Notes
Notes are internal comments that are only visible to staff.
To add a note:
Click the + button in the notes section.
Enter your note.
Attach a file if needed.
Click Add.
Notes are displayed with the newest note first.
Communication
The communication section allows you to send messages directly to the member.
SMS
Enter the message and click Send.
Complete:
Subject
Message content
Click Send to send the email.
Activity Timeline
The timeline shows all activities related to the member.
You can filter by:
All
Emails
SMS
Notifications
Notes
New activities load automatically as you scroll.
Memberships
The Memberships tab shows:
Active memberships
Previous memberships
Paused memberships
Cancelled memberships
Failed payments
You can also view waitlists and contracts.
Training
The Training tab contains information about:
Personal training
Exercise results
Training programs
Class bookings
Some features require a Premium or Platinum subscription.
Billing
Here you can find:
Invoice history
Fines
Credit balance history
Registered payment methods
Documents
Note: The Documents tab is only available with Premium and Platinum subscriptions.
Here you can:
Upload documents
Search for documents
Filter by date
Delete documents
You can also view documents shared with the member.
Action menu
Click the three-dot menu in the top-right corner to open additional actions.
Available actions include:
Action | Description |
Payment gateway | Opens the member in the external payment provider |
Calendar link | Copies the member’s calendar subscription link |
Reset door access | Updates the member’s access |
Verify identity | Starts identity verification |
Reset password | Sends a new password to the member |
Promote to employee | Creates an employee profile from the member |
Edit | Opens the member editing page |
Delete | Permanently deletes the member |
Promote a member to employee
When selecting Promote to employee, the member will be converted into an employee.
After the employee profile has been created, it is important that the person logs out and logs back in again in all systems.
This ensures that the new roles and permissions are loaded correctly.
If the employee remains logged in, they may continue seeing the previous permissions until a new login session is started.
Changing roles
If you change roles or permissions for an employee, the person must log out and log back in again.
This applies to:
Control Panel
Mobile app
Other systems used by the employee
The new roles will only take effect after a new login session.
Identity verification
When selecting Verify identity, you must enter:
Date of birth
Type of identification document
Click Verify identity to complete the process.
If the date of birth differs from the existing information, you will be asked to confirm the change.
Reset password
When resetting a password:
Click Reset password.
Confirm the action.
The system sends a new password to the member by email.
Delete member
To delete a member:
Click Delete.
Confirm the action.
Deleting a member is permanent and cannot be undone.
Troubleshooting
I cannot see the Documents tab
Documents require a Premium or Platinum subscription.
I cannot assign the Owner role
Only existing owners can assign the Owner role to another user.
The employee cannot see the new permissions
Ask the employee to log out and log back in again in all systems.
Roles are only updated after a new login session.
I cannot reset the password
Check that the member’s email address is correct.
Ask the member to also check their spam folder.
I cannot see door access
Door access is only available if an access system has been configured for the chain.
The activity timeline is empty
New members may not have any registered activity yet.
I receive an error when deleting a member
The member may have active memberships or invoices that need to be handled before deletion.