The Member Details page is your go-to place for understanding and managing everything about a specific member, all in one spot.
From here, you can review their subscription and billing details, check their watch history, manage their content access, send password resets, and more.
ℹ️ INFO: This page serves as your command center for understanding and supporting your members.
Accessing the Member Details Page
Navigate to People
Find the member using the search bar or filters
Click the ellipsis (…) next to their name
Select Edit
Account Profile
The Account Profile card is the first thing you'll see on the Member Details page.
It gives you a quick overview of where the member stands: their current membership status, billing details, and any active promotions.
Here's what you'll find in this card:
Membership Status: shows whether the member is active, trialing, paused, canceled, or on hold
Account creation date: when the member first joined your platform
Payment and subscription details: the plan they're on and how they're billed
Next invoice date and amount due: their upcoming charge
Active coupon: any discount currently applied to their subscription
Email Marketing opt-in status: whether the member has consented to receive marketing emails
📝 NOTE: For members with recent subscription changes, an activity badge will appear next to the Membership Status. This label gives you a quick heads-up about things like a recent cancellation, reactivation, upgrade, or downgrade. It's temporary and will clear once the activity period has passed.
🔗 Learn more about Activity Statuses
Manage Membership Options
Under the Account Profile card, you'll see a Manage Membership dropdown. This is where you can make changes to the member's subscription directly from their profile.
Edit Next Invoice Date: adjust when the member will be billed next
Apply Coupon: add or replace a discount on their current subscription
Cancel Membership: cancels the subscription but lets the member keep access until the end of their current billing period
End Membership: immediately removes access and stops billing
🔗 Learn more about Manual User Access Management
⚠️ WARNING: End Membership immediately revokes the member's access. If you want them to retain access through the end of their billing period, use Cancel Membership instead.
About
The About section gives you a closer look at the member's profile details, both the information they've provided and any internal notes your team has added.
Custom User Field responses: answers the member submitted during checkout or signup (e.g., fitness goals, referral source)
Email Address and notification opt-in status: the member's email and whether they're opted in to transactional notifications
Private Notes: internal notes visible only to your admin team, not to the member. Useful for logging support interactions, special arrangements, or anything your team should know.
Tags: labels you've assigned to the member for segmentation and targeting
🔗 Learn more about Tags
💡 TIP: Use Private Notes to keep track of past support conversations or any special agreements you've made with a member. It saves time when another team member picks up the conversation.
Invoices List
The Invoices card shows a full billing history for the member, so you can quickly look up past payments, spot failed charges, or verify what they've been billed for.
Each invoice includes:
Invoice Date: when the charge was issued
Invoice ID: a unique reference number for the transaction
Origin: where the purchase was made (e.g., web, iOS, Android)
Payment Status: whether the invoice is paid, unpaid, or refunded
Amount: the total charged
🔗 Learn more about Invoice Statuses
Activity Log
The Activity Log gives you a timestamped record of everything that's happened on the member's account. It's especially handy when troubleshooting issues or verifying account changes.
You'll find entries for things like:
Sign-ins
Account updates (e.g., email or password changes)
Coupon redemptions
Subscription changes
🔗 Learn more about User Activity Log
Email History
The Email History card shows every email that's been sent to this member from your platform, including transactional emails, broadcasts, and automation-triggered messages.
You can use this to confirm delivery, check whether a message was opened, or troubleshoot a member who says they haven't received an email.
Each entry shows:
Subject: the subject of the email that was sent
Sent Date: when the email was delivered (or attempted)
Opened Date: when the member viewed the email (if applicable)
Status: the delivery outcome (see statuses below)
💡 TIP: Emails sent through Marketing Automations are clickable. You may select one to jump straight to the automation that triggered it.
Email Status
When managing an individual user, you will see a history of Emails. In this view, you can see the subject, attempted delivery date, and status of the email.
Understanding email statuses helps you track communication effectiveness and troubleshoot delivery issues.
Sending: The email is in our queue to be delivered
Sent: The email has left our queue and is on the way to the recipient
Opened: The email was received and viewed by the recipient*
Blocked: The email was undeliverable for unknown reasons
Bounced: The email was returned
ℹ️ INFO: *Some email platforms will attempt to pre-load an email, which can result in an email appearing to be opened but not seen by the recipient. We take measures to avoid this in our reporting.
Watch History
The Watch History card shows you which videos the member has recently watched, giving you a quick sense of how engaged they are with your content.
This is useful for spotting active members, identifying churn risks, or simply answering a member's question about their viewing activity.
📝 NOTE: Watch history data may not always be perfectly accurate. Factors like browser extensions, VPNs, private browsing, and connection interruptions can affect tracking. This is normal for web analytics and applies to all platforms.
Bundle Access
The Bundle Access card lets you see which bundles this member can currently access, and gives you the ability to manually grant or remove bundle access as needed, without having to go through a purchase or subscription flow.
This is helpful for things like providing complimentary access, correcting an access issue, or adjusting what a member can see after a plan change.
💡 TIP: Content you grant through Bundle Access will appear in the member's My Library section in their catalog.
Content Access
The Content Access card works similarly to Bundle Access, but at the individual content level.
You can manually grant or remove access to specific videos. Useful for one-off situations where a member needs access to a single piece of content outside of their current plan.
💡 TIP: Use Bundle Access and Content Access together to fine-tune exactly what a member can see without changing their subscription.
🔗 Learn more about My Library
Additional Options
The More Actions (…) menu sits at the top right of the Member Details page and gives you quick access to a handful of account-level actions.
Copy Email: copies the member's email address to your clipboard
Impersonate: logs you in as the member so you can see exactly what they see on your storefront. Useful for troubleshooting access issues or updating their profile on their behalf.
Manage Password: sends the member a password reset or lets you update it directly
Mark as Opt Out: removes this member from all marketing emails. Only appears when the member is currently opted in, and if they're already opted out, this option won't be visible. This action cannot be undone, and only the member themselves can opt back in.
Mark as Spam: moves the account to the Spam page, hiding it from your main People list
Delete: permanently deletes the member's account and all associated data
⚠️ WARNING: Exercise caution when using the Delete option. This action is permanent and cannot be undone. The member's account, purchase history, and all identifying records will be removed. Our support team is unable to restore deleted accounts.
FAQs
Can I edit a member's email address?
Can I edit a member's email address?
Yes, given you have permission from the member, please note that email addresses can only be changed once every 24 hours.
Where can I update the name of the member?
Where can I update the name of the member?
Members are given the control to update their name via the User Dashboard. Admins can impersonate the member to update the name on their behalf.
Can I opt a member back into marketing emails?
Can I opt a member back into marketing emails?
No, only the member can opt themselves back in. As an admin, you can remove a member from marketing emails using the Mark as Opt Out option in the More Actions menu, but re-subscribing is up to the member to do on their end.