What is Member Onboarding?
Member onboarding is the process of welcoming new members to your club and helping them get started. It includes everything from the initial signup process to their first visit, ensuring they feel comfortable and know how to use your facilities and services.Key Features
Registration Process
- Online signup forms for new members
- Account creation with secure login credentials
- Profile setup with personal information
- Membership selection and payment processing
Welcome Experience
- Welcome emails with important information
- Club tour scheduling and management
- Orientation sessions for new members
- First class recommendations and booking
Member Integration
- Facility access setup and training
- App download and setup assistance
- Class booking tutorials and guidance
- Staff introductions and support contacts
Onboarding Workflow
Step 1: Initial Registration
- Member visits your website or app
- Clicks “Sign Up” or “Join Now” button
- Fills out registration form with personal details
- Selects membership plan and payment method
- Completes payment and receives confirmation
Step 2: Account Setup
- Receives welcome email with login instructions
- Creates password and logs into member portal
- Completes profile with additional information
- Uploads photo for member ID if required
- Sets preferences for notifications and communications
Step 3: First Visit Preparation
- Schedules club tour or orientation session
- Downloads mobile app and sets up account
- Reviews club policies and guidelines
- Books first class or facility time
- Receives directions and parking information
Step 4: First Visit
- Arrives at club and checks in at reception
- Receives member ID and facility access
- Takes club tour with staff member
- Participates in orientation or first class
- Meets key staff and learns about services
Registration Process
Signup Form Fields
- Personal Information - Name, email, phone number
- Address Details - Street address, city, postal code
- Emergency Contact - Name and phone number
- Health Information - Medical conditions, fitness level
- Membership Selection - Plan type and duration
- Payment Information - Credit card or bank details
Configuring which fields appear
The visibility of optional system fields on the public signup form is set per organization under Settings → Contacts. For each of Phone, Date of birth, and Gender you choose one of:- Required - the field is shown and must be filled in to submit.
- Optional - the field is shown but can be left empty.
- Hidden - the field is not shown at all.
Family members on signup
The same Settings → Contacts page has a Show family members on signup toggle. Behavior:- On - the signup form shows a “Family members” section where the primary signer can add additional members (children, partner, etc.) in the same flow. Each family member submitted carries its own date of birth.
- Off - the family-members section is hidden. The server rejects any request that includes family members with HTTP 400; this protects you against forged requests that try to enrol additional people while the feature is disabled.
The signup wizard
New members complete signup through a step-by-step wizard (plan selection, details, optional signature, review, and payment). The wizard guides them and validates as they go:- Step intros explain each step. For example, the details step shows “We’ll use your email to create your account.”, and the review step shows “Check that everything’s correct before you submit.”
- Inline validation on Next - if a required field is missing, the wizard scrolls to and focuses the first invalid field instead of failing silently.
- Editable review - each section on the review step has an Edit link that jumps back to that step.
- Already-registered email - if the email is taken, the form shows “This email is already registered.” with a “Sign in here” link, rather than a generic error.
- Guardian-only signups - when the buyer is signing up family members but not themselves, the wizard shows “You’ll manage this account but won’t be a member yourself.” The I’m joining too option appears only once at least one family member has been added.
Combine plan and details into one step
Each signup form has a Combine plan & user details into one step toggle (off by default). Its help reads: “Show plan selection and the sign-up details together as the first step, instead of two separate steps.” Turn it on to shorten the wizard to a single first step that shows plan selection and account details together.Browser verification (Turnstile)
Signup is protected by a browser check (Cloudflare Turnstile). If a privacy browser or ad blocker blocks the check, the member sees an actionable message instead of a silent failure: “We couldn’t verify your browser. If you use a privacy browser (like Brave) or an ad blocker, turn off its protection for this page or try a different browser, then try again.” This message also appears on the public sign-in email form and in the portal.Account Verification
- Email verification to confirm valid address
- Phone verification for contact information
- Identity verification for security purposes
- Payment verification to ensure valid payment method
Profile Completion
- Profile photo upload for member ID
- Fitness goals and interests selection
- Preferred communication methods
- Emergency contact information
- Medical information and restrictions
Welcome Communications
Welcome Email Series
- Immediate confirmation after signup
- Account setup instructions and login details
- Club information and policies overview
- First visit preparation and what to expect
- Follow-up after first visit to ensure satisfaction
SMS Notifications
- Account confirmation and login details
- First visit reminders and directions
- Class booking confirmations and reminders
- Club updates and special announcements
In-App Messages
- Welcome tour of the mobile app
- Feature tutorials for booking and check-in
- Club news and updates
- Personalized recommendations based on interests
First Visit Experience
Club Tour
- Facility overview and key areas
- Equipment demonstration and safety guidelines
- Class schedules and booking process
- Staff introductions and contact information
- Policies and procedures explanation
Orientation Session
- Group orientation for new members
- Individual consultation with fitness staff
- Goal setting and program recommendations
- Equipment training and safety protocols
- Q&A session for questions and concerns
First Class Experience
- Beginner-friendly class recommendations
- Instructor introduction and support
- Modification options for different fitness levels
- Post-class follow-up and feedback collection
- Next steps and continued engagement
Member Integration
Facility Access
- Member ID card or mobile app access
- Locker room and changing area orientation
- Equipment usage guidelines and safety
- Hours of operation and peak times
- Guest policies and visitor procedures
Digital Onboarding
- Mobile app download and setup
- Online booking system tutorial
- Payment methods and billing information
- Communication preferences and notifications
- Account management and profile updates
Staff Support
- Assigned staff member for initial support
- Regular check-ins during first month
- Feedback collection and improvement suggestions
- Additional training or orientation if needed
- Ongoing support and relationship building
Onboarding Best Practices
Streamlined Process
- Minimize steps in registration process
- Clear instructions at each stage
- Progress indicators to show completion status
- Save progress to allow completion later
- Mobile-friendly design for easy access
Personal Touch
- Personalized welcome messages and communications
- Staff introductions and relationship building
- Customized recommendations based on interests
- Follow-up calls or messages after first visit
- Celebration of milestones and achievements
Clear Communication
- Set expectations about what to expect
- Provide timelines for each step
- Offer support and assistance throughout
- Address concerns and questions promptly
- Gather feedback to improve the process
Onboarding Automation
Email Automation
- Triggered emails based on member actions
- Personalized content based on membership type
- Timed sequences for optimal engagement
- A/B testing of different messages
- Performance tracking and optimization
SMS Automation
- Appointment reminders for tours and orientations
- Class booking confirmations and updates
- Payment reminders and billing notifications
- Engagement prompts for inactive members
- Feedback requests after key interactions
In-App Automation
- Push notifications for important updates
- In-app messages for feature tutorials
- Progress tracking and milestone celebrations
- Personalized recommendations based on behavior
- Gamification elements to encourage engagement
Troubleshooting
Common Issues
- Registration problems - Check form validation and payment processing
- Email delivery - Verify email addresses and spam filters
- Account access - Ensure proper login credentials and account status
- Payment issues - Verify payment methods and billing information
- App problems - Check device compatibility and app updates
Member Support
- Dedicated support for new member questions
- Multiple contact methods (phone, email, chat)
- Extended hours during peak signup periods
- Staff training on common issues and solutions
- Escalation procedures for complex problems
Getting Started
- Review your current onboarding process and identify gaps
- Set up automated welcome email sequences
- Train staff on new member orientation procedures
- Test the process from a new member’s perspective
- Gather feedback and continuously improve the experience