Members
Use this page to sign people up and look after their memberships — pause, cancel, add free time and send member portal logins.
Quick steps
To enrol a member:
- Go to Memberships, click All Members, then click Enroll Member.
- Pick the person on the Pick existing tab — or click Create new and type their Full name (plus email and phone if you have them).
- Pick the Membership Plan. Leave Free trial blank to use the plan's own trial.
- Click Enroll Member. On a recurring plan you land on the auto-billing setup. Set it up now, or go back to skip it — see Auto-Billing.
To pause, resume or cancel:
- On All Members, click the member's name.
- Click Pause, Resume or Cancel at the top of their page, and confirm.
For an injury or a holiday, use Pause, not Cancel. When you resume, the end date moves out so they don't lose paid time.
Common questions
It says "Customer already has an active membership". A customer can only have one active or trialing membership at a time. Cancel the old one, or change the plan on it.
How do I give someone a free month? On their membership page, under Membership Period, pick the length next to Add free time and click Add free time. If they are on auto-billing, their next charge moves out too.
How does a member get into the member portal? Click Send portal invite under Member Details on their page. They need an email address on file. People who join online are sent the invite automatically.
How do I email everyone who's a member right now? Click Copy emails (N) on the members list, then paste the list into the BCC line of your email.
More detail: the members list, exporting and copying emails
Memberships → All Members opens Member Subscriptions — "Manage active memberships and enrollments". This is where you sign people up, look after the memberships they already have, and hand out logins to the member portal.
The Members List
| Control | What it does |
|---|---|
| Search Member | Matches name, email or customer code. |
| Status | All Statuses, Active, Paused, Cancelled, Past Due, Trialing. |
| Plan | Narrow to one plan. |
| Filter | Apply the search and filters. |
| Copy emails (N) | Copies the email addresses of everyone currently coming in. See Copying member emails. |
| Export CSV | Downloads the list as a spreadsheet — see below. |
| Bulk Assign | Edit many members' plans and dates at once. |
| Enroll Member | Sign somebody up. |
The table shows Member, Plan, Status, Start Date and Period End. Click a member's name to open their membership.
- Each member appears once per plan — the most recent membership for that pairing. Someone who joined, left and came back is one row, not two. Their earlier memberships are still on their record.
- Recurring rows show the period end date, and (N days left) in orange once there is a week or less to go.
- An active membership that is set not to renew says Won't renew under its end date, so you can see who is about to lapse.
- Punch-card rows show the pass expiry (or No expiry) and 3/10 passes underneath.
- A yellow Demo badge marks a preview signup. When demo memberships exist, a banner at the bottom offers Clean Up Demo Data, which removes them along with the customers the preview signup created for them.
Exporting the list
Export CSV downloads whatever the list is currently showing — with your search, status and plan filters applied — across every page, not only the one on screen. Each row has the member's name, customer code, email, phone, plan, status, start date, period end (or pass expiry), passes left for a punch card, and whether it auto-renews.
Copying member emails
For a closure, a holiday timetable or a schedule change, you want to reach the people who actually come in — not every customer you have ever had.
Copy emails (N) copies the email addresses of:
- members who are Active or on a free trial, and
- punch-card holders who still have visits left and whose pass has not expired.
It leaves out paused, cancelled and past-due members, anyone whose membership has run out without renewing, used-up or expired punch cards, demo signups, and anyone without an email address. N is how many addresses it will copy. The button reads Copied! for a moment; paste the list into the BCC line of your email so members do not see each other's addresses.
The button only appears when there is at least one address to copy, and it ignores the search and filters above the list — it is always the same group.
The same group is available as an audience for email campaigns: under Target Audience, tick Only active members & punch pass holders.
More detail: enrolling a member
Enrolling a Member
Click Enroll Member.
1. Who is joining
Two tabs:
- Pick existing — choose from customers already on file. When your store bills memberships automatically, anyone with a saved payment method is listed as Name (CODE) — card on file.
- Create new — Full name (required), Email, Phone and Date of birth (optional). This creates the customer record as part of the enrolment.
2. Enrollment Details
| Field | What it does |
|---|---|
| Membership Plan | Required. Each plan is listed with its price and cadence. |
| Free trial | Days before the first charge, for this member only. Leave blank to use whatever the plan already does. Enter 7 for a free week — they show as Trialing with the days remaining. Enter 0 to charge from day one. Plans that already carry a trial are listed underneath. |
| Notes (Optional) | Anything about this enrolment. Shown on the member's page. |
| Bill recurring payments by BrotherPay eDebit | Only shown when your store is set up for eDebit. Charges the member's saved bank account on the plan's schedule. They must already have a bank account saved. |
Click Enroll Member.
What happens next
- The member is created, the welcome email goes out, and your store gets a New member signup email.
- On a recurring plan that isn't billing yet, you land straight on the auto-billing setup screen, with [Name] enrolled in [Plan]. Set up auto-billing below — or hit back to skip. Going back leaves the membership in place; it simply is not being charged automatically.
- If the member already has a payment method saved with your processor, enrolling sets the automatic billing up there and then, charging from that day. See Auto-Billing.
- On a punch card, you go straight to the member's page. A punch card is bought once, so no saved card is ever charged for it and it never gets automatic billing.
A customer can only hold one active or trialing membership at a time. Trying to add a second gives Customer already has an active membership. Cancel the first, or change the plan on the existing one.
The questions on your signup form are asked when somebody joins online. Enrolling at the counter asks only for the fields above — fill anything else in on the customer's record.
More detail: the member's page
The Member's Page
The page is headed [Name]'s Membership with the plan underneath. It shows four cards, then the details.
Status
The badge, plus — for a member on a free trial — Free trial — first charge on [date] and, where the trial came from the plan itself, This plan gives every member N days.
Plan and the member's own price
The plan, its price and the member's passes if it is a punch card.
The member's own price
When the member is billed something different from the plan's current price, the plan price is struck through, their own price shown beside it, and a line explains which it is:
- Discounts: [names] — a discount is attached to them.
- No discount — this is the rate when they enrolled, and the plan price has changed since. They will keep being billed this amount.
- This is more than the plan now costs — it is the rate when they enrolled... when they are paying more than the current plan price.
A Move to the current $X link puts them on today's plan price and removes any discount from them.
Current Period Ends / Auto-Renew
For recurring plans: the end date with days remaining, and whether auto-renew is on. Punch cards show Pass Expires and Type: Class Pack — One-time purchase instead.
More detail: pausing, cancelling, cancellation fees and deleting
Actions on a Membership
| Button | What it does |
|---|---|
| Set Up Auto-Billing | Start charging a saved card or bank account each period. See Auto-Billing. |
| Reactivate with Auto-Billing | Shown instead, on a cancelled membership. |
| Pause | Stops the membership temporarily. Shown on an active membership only — not on a free trial or a past-due membership. |
| Resume | Restarts a paused membership. |
| Cancel | Ends the membership now. Shown on an active membership, a free trial and a past-due membership. |
| ⋮ → Delete (duplicate entry) | Removes a duplicate membership entirely. It sits in the ⋮ menu so it is not mistaken for Cancel. |
| Delete Permanently | Shown instead on a cancelled membership, to remove it from the member's history. |
Pausing
Pausing asks Pause this membership? and stops the membership where it is. It stays paused until you click Resume. When you resume, the end date is pushed out by however many days the pause lasted, so nobody loses paid time.
A membership can be paused three times. A fourth attempt gives Maximum pause limit reached (3).
Auto-billing cannot be set up on a paused membership: Resume the membership before setting up auto-billing.
Cancelling
Cancel asks Cancel this membership? and ends it straight away: the status becomes Cancelled, auto-renew is turned off, and any automatic billing at the payment processor is stopped.
If the plan carries a cancellation fee, the question names it first — Cancel this membership? The plan's $75.00 cancellation fee will be recorded as owed. Nothing is charged to a card — collect it at the desk and mark it settled. So you always know what the member owes before you end it.
Collecting a cancellation fee
The fee is never taken from a card. A member who is leaving is the worst moment to charge one unannounced, and plenty of members pay at the counter and have no card on file at all — so Brother POS records what is owed and leaves the collecting to you.
After an early cancellation, the membership shows Cancellation Fee with the amount and an Owed badge. Take the money however you normally would, then click Mark collected and confirm. The badge is replaced by the date it was collected, and the amount stays on the record.
Nobody is charged for leaving during a free trial, for letting a membership run to the end of a period they have already paid for, or when a duplicate membership is deleted.
If the processor refuses the cancellation, a warning line is written onto the membership's Notes and an ACTION NEEDED email is sent to your store address, so somebody can stop the payment by hand.
A member cancelling from the member portal keeps what they have paid for — their membership runs to the end of the current period and then stops. Only a free trial ends immediately. That is the opposite of the admin Cancel button, which ends it now.
Deleting
Delete (duplicate entry), in the ⋮ menu beside the other buttons, is for tidying up a duplicate, not for ending a real membership. The confirmation says so: any automatic billing is cancelled first, the membership disappears from the member's history, and it cannot be undone. Use Cancel for a genuine ending so the history survives.
A membership with golf rounds recorded against it cannot be deleted: This membership has recorded golf rounds, so it can't be deleted. Cancel it instead to keep the round history.
More detail: free time, expiry dates and auto-renew
Membership Period
Add free time
Pick 1, 2, 3, 6 or 12 months, add an optional Reason (for example "sibling cancelled, credit moved over") and click Add free time. The membership's end date moves out by that much and nothing is charged for it. Every use is written to the audit trail with your name.
The note underneath tells you what it will do for this particular member:
- Punch card — "Gives them longer to use their remaining passes. Nothing is charged."
- On auto-billing — "Their next auto-charge moves out by the same amount, so the free time is genuinely free. No need to touch auto-billing."
- Paying at the counter — "Pushes their expiry date out. Nothing is charged."
The free-time box is not shown on a paused or cancelled membership — resume or reactivate it first.
Expiry date and auto-renew
For members who are not on automatic billing, this section has two small forms:
- Expiry date (or Passes expire on a punch card) — type a date and click Update expiry.
- Auto-renew — Yes or No. Set it to No so the membership simply expires on its date instead of renewing.
Two useful side effects:
- Setting an active member's expiry date into the past cancels the membership with the reason "Membership period expired".
- Moving a lapsed or cancelled member's date forward makes them active again, so you do not have to reactivate separately.
For members on automatic billing, both forms are replaced by a Turn off auto-billing button and a line explaining that the date syncs from the payment processor.
More detail: punch-card passes, guest passes, visits and classes
Punch-Card Passes
Punch-card memberships have a Passes Remaining panel. Type the new number, add an optional reason ("refunded a class", "member dispute") and click Update Passes. The change is logged with your name.
Setting passes to 0 does not cancel the membership — use Cancel when the pack is spent.
Guest Passes
When the plan includes guest passes, the page shows N / M remaining this month. Type the guest's name and click Use Pass. The allowance is per calendar month and the form disappears once it is used up or the membership is not active. The last five guests are listed underneath.
Visits and Classes
The member's page lists their Recent Check-Ins — the last ten visits, with the date, time, how they checked in (for example Manual at the desk or Kiosk on the lobby tablet) and how long they stayed if they were checked out. The heading shows their total visits.
A visit from today that has not been checked out is marked Here now. Older visits never show as "here" — most people never tap out, so an open visit from last week just means nobody checked them out. See Check-In Desk.
If the member has been enrolled in classes, a Class History panel shows their last ten, each with its status: Enrolled, Attended, No Show, Cancelled or Pending Payment. See Classes.
More detail: member portal access
Member Portal Access
Members can sign in to the member portal (your store's address followed by /member_portal) to see their membership, renew it and cancel it.
On the member's page, under Member Details, there is one button:
- Send portal invite — for a member with no login yet. Emails them a link to set a password.
- Send password reset link — shown instead when they already have a login.
The button only appears when the customer has an email address. Without one you get Add an email to this customer before sending a portal invite.
People who join online are sent their invite automatically.
More detail: bulk assigning plans
Bulk Assigning Plans
Bulk Assign opens a grid of every customer — "Set each member's plan and expiry. Only rows you change are saved. Use Cancel to end a membership."
| Control | What it does |
|---|---|
| Search | Name, email or phone. |
| Show | All members, Active, Active but expired, Punch card, Paused, Cancelled, Only unassigned. |
| Member / Membership / Expires column headings | Click to sort; click again to reverse. |
| Plan column | Pick a plan for that person. Leaving a customer with no membership and no plan chosen does nothing. |
| Expires column | Set the end date (or the pass expiry on a punch card). |
| Cancel link | Ends that person's membership immediately. |
| Save Changes | Saves only the rows you actually changed, and reports, for example, Created 4, updated 12. |
Rows for members on automatic billing carry an Auto-bill badge and their date box is locked, because that date comes from the payment processor. Turn auto-billing off on the member's page if you need to set it by hand.
The same rules apply here as on the member's page: a date in the past cancels an active membership, and a date in the future revives a lapsed one.
Sending portal invites in bulk
The left-hand tick boxes select members for a portal invite. The heading box selects everyone who has an email address; people without one show a dash instead of a box.
Click Send portal invites and confirm. The result tells you exactly what happened — for example 8 invited. 3 already had an account, so they were sent a reset link. 1 skipped with no email address. A single run sends at most 1000; if there are more, you are told to run it again for the rest.
More detail: troubleshooting
Troubleshooting
| Problem | Solution |
|---|---|
| Customer already has an active membership | They already hold one. Cancel it, or change the plan on the membership they have. |
| The same person appears twice in the list | Only one row per person per plan is shown. Two rows means two different plans. |
| I can't find a Delete button | On an active or paused membership it is in the ⋮ menu, as Delete (duplicate entry). On a cancelled one it is Delete Permanently. Demo memberships have their own Delete Demo button instead. |
| Auto-Billing reads Card billing not turned on for the store | Recurring billing is not switched on for your store yet, so this member is not being charged automatically. See Auto-Billing. |
| The Copy emails button is missing | Nobody currently counts as coming in — no active or trialing members, and no punch cards with visits left — or none of them has an email address. |
| Resume the membership before setting up auto-billing | Auto-billing cannot be wired to a paused membership. Resume it first. |
| The expiry date I set keeps changing back | The member is on automatic billing, so the date follows the processor's next billing date. Turn auto-billing off to set dates by hand. |
| Maximum pause limit reached (3) | A membership can only be paused three times. Cancel and re-enrol, or adjust the expiry date instead. |
| A member says they never got their portal invite | Check they have an email address on their customer record, then use Send portal invite on their membership page. |
| Could not add free time: ... | The message names the reason — a paused or cancelled membership, a number outside 1–12 months, or a payment processor that would not move the billing date. |
More detail: best practices
Best Practices
- Enrol from the plan page when you are signing several people onto the same plan — the plan's Enroll Member button pre-selects it.
- Prefer Add free time over editing dates for comped time — it moves the next charge too, so an auto-billed member is not charged for time you gave away.
- Send portal invites in bulk when you bring an existing membership list across, rather than opening each member in turn.
What's Next?
- Auto-Billing — set up automatic payments for a member.
- Membership Discounts — attach a cheaper rate to a member.
- Membership Reports — retention, churn and plan performance.
- Customer Management — the customer record behind every membership.