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Manage community members

Member management gives admins one place to maintain the people in a community. You can find a member, review their profile and account information, update details, change their status, and export records for reporting or support work. Together with admin notes and custom fields, a member account is a shared workspace for supporting an individual member.

Members can see community content according to their status, plan, and permissions. Admin access is managed separately under Administrators.

Understand permissions across community content​

Permissions depend on the feature and role. Administrators manage community settings and members; members use the content and booking actions available to them. Use these guides for the complete current rules:

Open the member list​

  1. In the web app, select Manage.
  2. Select Community > Members.

You can also open the community view, select its settings menu, and choose Manage members.

The table can show the member's name, email address, creation and update dates, last activity, status, current and upcoming plan, and upgrades. Use the column control to choose which columns are visible.

Find and export members​

  • Search by name or email address.
  • Filter by status, plan, upgrades, custom fields, or creation date.
  • Select column headings to sort the results.
  • Select the CSV download action to export the results that match the current filters and selected columns.

The export may take a moment for a large result set. Keep the progress dialog open until the CSV download starts.

Review a member account​

Select a member in the table to open their member account. Depending on the community setup, this view contains profile and account information, plans, invoices, payment methods, billing and registration addresses, bookings, access information, and admin notes.

From the member account, an admin can also send a message, open the public profile, edit the profile, request a password-reset email, and manage a plan when billing is enabled.

Work with member information as an admin team​

A member account brings together the information you need to support one person. Use admin notes for the history and context of a particular interaction. Use custom fields for information that your team wants to record consistently, filter, or export.

Member management supports collaboration around members, but it is not task management: it does not provide assignments, reminders, or a task-status workflow.

Use admin notes for handovers and context​

  1. Open Manage > Community > Members.
  2. Select the member.
  3. In the member account, go to Activity.
  4. Select Add a note, write the note, and send it.

New notes appear at the top of Activity. They show the name of the admin who created them and the time they were created. An admin can delete a note from its three-dot menu; an existing note cannot be edited.

Keep notes short and specific, for example the reason for a contact, an agreement that was made, or the agreed next step. Another admin can then open the member account and understand the support so far. Store only information that your team genuinely needs for supporting the member.

Store internal information in admin-only fields​

Create a custom field when your team wants to record the same kind of information for several members, such as Internal contact owner, Onboarding status, Last contact, or a membership reference number.

  1. Select Manage > Community > Custom fields.
  2. Select Add and set up the field name and type.
  3. Under Who can view this field, select Admin.
  4. Under Who can edit this field, select Admin.
  5. Save the field.

Admins can then update the value in a member account, show the field as a column in the member list, and use it to filter members. A CSV export includes the selected fields with the currently filtered results. Members cannot see a field whose visibility is Admin.

For field setup, types, and other visibility options, see Create and manage custom member fields.

Admin note or custom field?​

When you want to …Use
retain the context of a conversation or handoveran admin note
maintain a recurring status or categorya custom field
filter members by a value or export ita custom field
retain a one-off next step for other adminsan admin note
make an item visible to members or the communitya custom field with the appropriate visibility

Edit member information​

  1. Open Manage > Community > Members.
  2. Select the member.
  3. Open the action menu and select Edit.
  4. Update the available fields and save your changes.

Custom fields appear according to their visibility and editability settings. See Create and manage custom member fields.

Approve or reject a registration​

When the community uses approval-based registration, a person who has registered appears with a waiting-for-approval status. Open their member account and select:

  • Accept to activate the account; or
  • Reject to reject the request and return to the member list.

Rejecting a registration deletes the applicant's personal data. Check the account carefully before confirming.

Change a member's status​

Open the member account and use the status dropdown. Confirm the new status when prompted.

StatusEffect
ActiveThe member has normal access according to their plan and permissions.
SuspendedThe member is temporarily restricted.
CanceledThe person is no longer an active regular member.
GuestThe person keeps limited guest access.
BannedThe account is blocked from signing in.

A status change can affect access while plans, invoices, and bookings still exist. Review those areas before changing the status.

Delete a member​

  1. Open the member account.
  2. Open the action menu and select Delete.
  3. Confirm the deletion.

An account with admin rights cannot be deleted here. Remove its admin rights under Manage > Community > Administrators first. Before deleting any member, check for active plans, upcoming bookings, invoices, and support tasks.