On the Members page, you'll see tabs that reflect where each homeowner is in their membership journey — from initial onboarding through active membership and, if applicable, cancellation.
Here's what each status means:
Invited Prospect The homeowner has been sent a campaign or individual invite (currently Connect invites only) but has not yet signed up or started onboarding. These members are not counted in churn metrics.
Pending Onboard The membership has been sold or synced, but the homeowner has not yet completed onboarding. This happens in three scenarios:
A ServiceTitan sync maps an existing membership to SmartAC
An EasyEnroll Connect homeowner opts in online but doesn't finish onboarding
A Connect plan is sold by an SSR and added in the synced FSM
Profile Pending The homeowner has started onboarding and a nameplate photo has been collected (by a tech or the homeowner), but it's still being processed for identification.
Completed Profile Onboarding is fully complete and the nameplate has been processed and categorized. This is the fully active member state — the only status where Loyalty Credits accrue.
Pending Cancellation The homeowner's membership has been cancelled in ServiceTitan, but their system access remains on per your company's policy.
⚠️ Important: When a member is in Pending Cancellation, you are still being charged for the SmartAC device subscription even though the homeowner's membership is cancelled. Use this tab to identify these members and prioritize re-engaging them — winning them back protects your investment and ensures you're not paying for a device with no active member attached.
If the homeowner does not reactivate, the member will automatically move to Canceled once the minimum subscription term is reached.
Canceled The homeowner's membership has been cancelled in ServiceTitan and system access has been fully turned off. No app access, no alerts, no monthly health reports. This status counts toward churn.
Pending Cancellation vs. Canceled — what's the difference?
Pending Cancellation means you are still paying for the device subscription but the homeowner's membership is inactive — use this as your window to win them back. Canceled means the minimum subscription term has been reached, the membership is fully off, and it counts as churn.