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The member profile is the page for one contact: it pulls together their identity, balances, memberships, history, and integration links into one view. A contact is your organization’s own copy of a person’s record - name, email, phone, plus their memberships, invoices, and signatures. Front desk staff open it when a member is at the desk, and managers use it to fix records, set up access, and follow up on money owed.

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When to use it

The profile answers the questions staff ask most at the desk - does this person owe anything, have they checked in today, how active are they - without opening a tab. From the same page you add a booking, membership, check-in, or voucher redemption, keep internal notes, and manage the member’s portal account, pipeline stage, cards, and household or company links. Typical uses:
  • A padel member who owes money checks in - the Due now tile shows last week’s unpaid court fee, so you record the visit and take payment in one place.
  • Getting a new jiu-jitsu member onto the portal - confirm their email and send the invitation from the User Account block.
  • A door PIN for a climber - add a PIN from the Cards block when access control is on.
  • Belt progression for a martial-arts student - assign their current belt from the Progression Levels tile so it stays visible to the front desk.
See Worked examples for the steps.

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Page layout

You land on the member profile after clicking a row in the Member list. The URL is /members/list/{contactId}. The page has two columns:
  • Header - the contact’s name, avatar (click it to upload a photo), type chip, and email and phone, with a WhatsApp badge when the number is WhatsApp-verified and a No SMS chip when text messages are stopped.
  • Left sidebar - in order: Accounts, Contact Information (date of birth with age, gender, address, Tags, and any custom fields that have a value), the Pipeline block, User Account, Cards (when access control is on), Reviews (when the member has left reviews and you can read marketing), Integrations (Stripe, WebLock), Payment Methods, and Notes.
  • Main column - an info strip across the top, then the underlined tabs underneath.

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Info strip

Tiles at the top of the main column summarize the contact’s current state. Three tiles always show, and a fourth appears when progression tracking or assessments are enabled:
  • Due now - what this member owes that has already fallen due, plus any shortfall on a required wallet deposit. It turns red when anything is due. Underneath, Upcoming shows unpaid charges that are not due yet, such as a pay-on-arrival court booked for tomorrow or a membership that starts next month. Upcoming charges are never added to Due now - see What counts as due now. A Wallet sub-line shows any wallet credit. When a deposit is required it reads Deposit (held against required) with the Available balance instead. Staff who can read billing can click it to open Wallet history, where they can top up, refund, or adjust the balance. What is due and the credit are shown separately and never netted against each other: a member who owes 100 and holds 100 in credit still shows 100 due now. Use the redeem icon in this tile to redeem a voucher against the account.
  • Total paid - lifetime amount paid, with an “of X billed” sub-line so you can see paid versus billed at a glance.
  • Attendance - a sparkline of recent check-ins. The dot lights up when the member has already checked in today. Use the overflow icon to change the window: 4 weeks, 12 weeks (the default), 6 months, 12 months, or Since first visit. Your choice is remembered for the next profile you open.
  • Progression Levels / Assessments / Progress - current progression level, shown when progression tracks are enabled, and the member’s overall assessment average (for example “Tennis juniors: 3.5/5”) once your organization has an assessment template and you may view assessments club-wide. The tile is titled Progression Levels with only levels, Assessments with only assessments, and Progress when both are on. When the next level sets a number of sessions, the tile also shows the member’s count toward it (for example “13 / 20 sessions to Blue belt”) or Eligible for promotion to that level - see Sessions to the next level. The plus icon offers Assign Level and Add assessment (adding an assessment needs assessments.create.club); clicking the average opens the member’s full assessment history. When ratings are enabled, the tile also shows the member’s ratings by sport.

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What counts as due now

Due now adds up the member’s unpaid charges that have fallen due. A charge that is not due yet counts as Upcoming instead:
  • Bookings - a booking’s charge (a court, an instructor session, a class, an event, or one session of a recurring booking) is upcoming until the visit starts. It falls due when the visit starts or the member checks in, whichever comes first. If the booking is cancelled or marked as a no-show, any cancellation charge is due at once.
  • Everything else - other charges fall due on their date. A membership’s charge, its renewals, and its signup fee are dated at the start of the period they pay for, so a membership that starts next month stays upcoming until then. Products and walk-in visits are due when sold.
The same Due now figure appears wherever staff see what a member owes: the red marker next to their name in the bookings, check-ins, and attendance lists, the card that opens when you hover over it (which also shows Upcoming), the point of sale, and booking details. The marker only shows while something is due now.

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Notices above the info strip

Two kinds of notice can appear between the header and the info strip:
  • Alerts (red, or orange for warnings only) - what to resolve with the member before serving them: a required document still unsigned, a missing required field, a wallet below its required deposit, gear out or overdue. An archived contact shows an Archived row with Unarchive, and a suspended one an Access suspended row with Reinstate. What the member owes is not repeated here, because the Due now tile already shows it.
  • Missing contact details (blue) - a row such as No phone number or No email address for a contact detail your gym requires that the record lacks, with a Fix button that opens the contact form. The notice names the phone number or email only when that field is required under Settings > Members > Contacts, on the staff form or at signup. Out of the box only email is required, so a contact without a phone number is not flagged unless you make the phone field required.

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Header actions

For an active contact the header has an Add menu, an Edit action, and a three-dot overflow menu holding Suspend (or Reinstate), Stop SMS (or Allow SMS again) when the contact has a phone number, and Archive. Suspend, Reinstate, and the SMS actions need members.update.organization, and Suspend or Reinstate only appears when the contact has an active or suspended portal account. The Add menu creates, depending on your permissions and the features you use:
  • Booking - opens the schedule pre-filtered to this contact.
  • Membership - opens the membership dialog with the contact pre-selected.
  • Checkin - records a visit (against an existing booking or membership, or a new booking or membership in one step).
  • Wallet (or Deposit when a deposit is required) - tops up the member’s wallet.
  • Voucher - redeems a voucher against this contact’s account.
  • Payment - takes a payment toward what the member owes, upcoming charges included, so a member can pay ahead. Disabled while the member owes nothing.
  • Card - issues an access card, when access control is on. See Access cards.
  • Payment card - saves a payment card to charge, when your gym takes card payments through Stripe.
  • Assessment - adds an assessment card, when assessments are set up.
  • Rental - lends gear, when Rentals is on.
  • Message - opens a new message pre-addressed to the contact in the Inbox.
Edit opens the contact form. Suspend pauses the member without changing anything, and Archive removes them from active use. See Suspend and archive for which to reach for. If the contact is archived, the header collapses to a single Unarchive action (visible to staff with the members.update.organization permission). An archived member is retained for financial and legal history but is hidden from listings, has its memberships and future bookings cancelled, and cannot log in until an admin unarchives it. A suspended member keeps everything - record, plan, bookings, staff role - but cannot sign in to your gym, so cannot book for themselves, until someone reinstates them. Staff can still book and check them in. The profile shows an Access suspended banner with a Reinstate button while they are suspended. Both are scoped to your gym: the same person can stay an active member elsewhere.

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Tabs

Tabs load their own data on demand, so opening the profile stays fast even for contacts with long histories. Bookings, Memberships, Check-ins, Charges, Documents, and Rentals show a count badge when they have something to count. The Bookings badge leaves out cancelled bookings, and the Memberships badge counts live memberships. The Bookings tab has Active, Cancelled, and All pills, the Memberships tab has Active, Inactive, and All pills, and both open on Active.

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Activity tab

The Activity tab stacks two elements:
  • Engagement gauge - the member’s engagement score and level. See Engagement analytics for how the score is computed.
  • Activity timeline - a chronological feed of the member’s bookings, check-ins, memberships, emails, messages, and saved payment cards. Use the chips (All, Bookings, Check-ins, Memberships, Emails, Messages, Payment cards) to narrow it, and Show more to load older entries.

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Editing the contact

Click Edit in the header. The form covers name, contact details, date of birth, profile image, address, and any custom fields configured under Settings > Members > Contacts. The email can’t be changed for a member with a linked user account. If you save an email address another contact already uses, the form offers to open or merge with that contact - see Duplicates and merging. A contact has no Club of their own: they belong to your whole organization, and each membership or booking records its own. The contact’s type (member, lead, drop-in, lapsed, contact, staff) is not edited here. It follows what the contact holds and does, and every change is logged. Click the type chip in the page header to open its type-change history.

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Pipeline

The Pipeline block on the contact card shows the contact’s stage, source, and assigned staff member, each changed in place. For a contact who is not a customer and not yet in the pipeline, it offers Add to pipeline, and for one in the pipeline, Remove from pipeline. Changing the pipeline needs members.update.organization. See Leads and pipeline.

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Notes

The notes panel at the bottom of the sidebar is a free-form running log. Type a note and press the add button (or Ctrl+Enter) to save it. Each note is timestamped; editing a note updates its timestamp. Use the pencil and trash icons on a note to edit or delete it. Deleting has no confirmation. Adding, editing, and deleting notes needs members.update.organization; without it the panel is read-only. Notes are internal - members never see them.

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User account

The User Account block in the sidebar shows whether the contact has a member-portal login. Possible states:
  • Unregistered - no portal account exists. When the contact has an email address or a phone number, an Invite button appears for staff with members.update.organization. It asks how the invitation should travel - see Choosing how an invitation reaches a member.
  • The account exists (statuses such as Active, Invited, Incomplete, Suspended, Expired, or Deleted). The block shows the status chip, the member’s sign-in methods, and the invitation expiry date while an invitation is outstanding. An Incomplete account lists what the member has not completed yet, and a Deleted one says the person deleted their account (you can invite them again).
The overflow menu on this block offers, depending on state:
  • Reset password - sends a password reset email. Available for an active account that is not your own, to staff with settings.manage.organization or staff.manage.organization.
  • Send Invitation / Resend invitation - sends or re-sends a portal invitation while one is pending or has expired.
  • Delete - deletes an outstanding invitation, or removes the portal login link, for anyone but yourself.

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Cards and PIN

When access control is enabled, the Cards block lists every access card, PIN, or QR code this contact holds, with a star on their main card. From here you can:
  • Issue card - scan a card on the reader (or type its code, or enter a PIN) to give it to this member. A card already on file as club stock is issued the same way.
  • Remove from member - takes a card off the member. It stops working right away, and scanning it again later issues it fresh.
A PIN is a number the member types at a kiosk or door. See Access cards for card types and how issuing works.

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Accounts panel

The Accounts block in the sidebar shows every household and company the contact belongs to, with the account type (Household or Company) on each. Click an account name to open the account detail page.
  • When the contact belongs to no account, the block shows an Add button that creates a new account (household or company) with this contact locked in as the owner.
  • When the contact is on an account, each account row shows up to four of the other members with their roles. The row’s Add button attaches a new person to that account, and the trash icon detaches a member, after you confirm, without deleting their contact record.

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Reviews

When the member has left reviews and you can view marketing, a Reviews block shows how many, with View all to open them in Reviews.

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Integrations

The Integrations block in the sidebar shows:
  • Stripe Customer - when the contact has a Stripe customer: the customer ID, email, and creation date. Sync pushes the contact’s details to Stripe.
  • WebLock - when the WebLock integration is active: the WebLock user ID, or a prompt to sync. Sync re-pushes every active access grant for this contact to WebLock and reports how many grants were pushed.
Sync needs members.update.organization.

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Payment methods

Saved cards and bank accounts on file appear in the Payment Methods block. Use + (Add card) to save a new card. They are the same payment methods available when adding payments to invoices or membership charges.

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Worked examples

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Front-desk check-in for a padel member who owes money

  1. Open the member from the Member list.
  2. The Due now tile shows 30 in red - a court fee from last week.
  3. Use Add > Checkin to record today’s visit against their membership.
  4. On the same profile, open the Charges tab and take payment for the outstanding 30, or redeem a voucher from the Due now tile if they have credit.

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Onboard a new jiu-jitsu member to the portal

  1. Create or open the contact and click Edit to confirm the email is correct.
  2. In the User Account block, click Invite. The block switches to show the invitation and its expiry.
  3. If the member does not accept in time, use the overflow menu to Resend invitation.

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Give a climbing member a door PIN

  1. Make sure access control is enabled for your org, with PIN as an identification method.
  2. In the Cards block, click Issue card, choose PIN code as the card type, and enter the number. Leading zeros count.
  3. Turn on Make this their main card if the PIN should be the member’s main card, and save.

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Track belt progression for a martial arts student

  1. Enable progression tracks so the Progression Levels tile appears in the info strip.
  2. Use the plus icon on the tile to assign the student’s current belt.
  3. The Activity tab’s timeline and the info strip keep the level visible for front-desk staff.

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Tips & best practices

  • Read the info strip before every front-desk interaction: it answers “do they owe anything?”, “have they checked in today?”, and “how active are they?” without opening a tab.
  • Keep sensitive context (injuries, disputes, access notes) in the Notes panel, not in message threads - notes stay internal.
  • Prefer Archive over deletion when a member leaves: archiving preserves their financial and legal history and can be reversed with Unarchive.
  • Redeem vouchers and add wallet credit from the Due now tile so the credit balance updates in place.
  • When a family shares billing, create the household from the paying member’s profile so they are set as the owner automatically.

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Troubleshooting