👥 5.3 Managing Active Members

Overview

Memberships are now called Plans. You'll find them under the Plans tab in your dashboard. A plan can be a Membership or a Class Pack, and everything in this article applies to both.

For the community you've built in Sweatpals, you have access to tools to better manage your followers and members, all within the Members tab.

Member Details

Each record includes:

Contact information

Attendance history

If applicable, enrolled plan, status, & billing cycle

Member Management

Beyond viewing general information about your members, you get access to a variety of additional options for members enrolled in plans. After searching for a member, you can select the ••• menu for additional quick actions like:

Update Profile & Payment

This opens up a window with a QR code or link you can share with a member to easily update their profile, merge duplicate profiles, or update preferred payment methods - all in one swoop.

Reissue Complete Profile Email

When members are migrated from another platform, we often will send a "complete your profile" email for them to add in missing profile details - like their phone number, which is critical to log in. This resends the "complete your profile" email.

Alternatively, you can use the "Update Profile & Payment" link above for a quicker flow.

Set Phone Number

Community admins can manually set or update the phone number associated with a member's profile in cases where the member lost access to their account or it was missing to begin with.

Alternatively, you can use the "Update Profile & Payment" link above for a quicker flow.

Send Payment Update Email

If a member would like to update the payment method associated with their plan, this will send them an email to complete the process on their end.

However, we also provide hosts the ability to manage this directly.

Alternatively, you can use the "Update Profile & Payment" link for a quicker flow.

Pause/Resume Plan

Plans can be paused and resumed, letting community members take a break from their activities and resume the rest of their billing once ready.

Pausing a plan does the following:

Stops billing immediately

Suspends access immediately

Preserves pricing, discounts, and terms

Preserves remaining booking limits

Extends the plan end date by the paused duration

You can pause a member's plan indefinitely or until a specified date.

Cancel/Refund Plan

You also have the option of cancelling or refunding a plan.

Canceling will allow the holder to make use of their benefits until the end of the billing cycle.

Refunding will give them their money back, with the option to choose between keeping it active until the end of the cycle, cancel it immediately, or pause it.

Change Billing Date

This is ideal for members who would like to make adjustments to their billing cycle. You make adjustments to determine if this change will only apply to their current cycle, or all future cycles.

You can also choose to apply an additional charge for the change.

Change Booking Limits

If the plan has a set number of uses per renewal, you can manually adjust the remaining uses or credits left in the current cycle.

Change Plan Price

This change can be applied only to the current cycle, or all future cycles.

Switch Plan

This option allows you to move a member to a different plan (effectively upgrading or downgrading a plan), with the option of applying additional charges based on the switch.

Plan Renewals

Failed Payments

For members who fail renewal:

Stripe automatically retries failed charges up to 3 times

Members who fail renewal will automatically receive a “Payment Failed” notification email to notify them of the failure & to resolve the billing issue

Please note: After a member fails renewal, their plan cannot be cancelled.

In order to block the automatic renewal retry process for a member who is using their payment failure to essentially cancel their plan, please contact [email protected].

Resolving Failed Payments

For members who fail renewal, we have an option to resolve billing on the spot:

Open dashboard.sweatpals.com

Select the Members tab & find the member you are resolving billing for

Select the ••• menu next to their name

Select Fix Billing & from here, you can:

View renewal attempts

Choose how to resolve:

Charge this cycle only

Charge prorated from today

Charge a custom amount

After selection, choose a payment method - either a Credit card, Reader, QR Code, or Send link.

Please note: This feature is currently only available to select communities. To get access, please email [email protected].

Issuing Refunds

For members who need refunds issued:

Search for a member within the Members tab

Select their profile

Toggle into the Transactions tab

Click the ••• menu & select Refund Order

For more, see: 🧩 10.3 Troubleshooting

Payment Method Management

Within a member's profile, the Payment Methods section allows you to view and manage a member’s saved payment methods.

You can:

View saved cards and bank accounts

Help a member set a preferred payment method (select the ••• menu by the payment method)

Remove an existing payment method (select the ••• menu by the payment method)

Add a new card or bank account (select +Add & you'll key in the card details or bank account information)

Please note: Sensitive information is masked by default. Use the eye icon to toggle visibility while entering the card details.

Before saving the card, you must confirm that the member authorized you to update their payment method & consented to charges on that card.

Adding Member Notes

Within the Members tab and after selecting a member, you will see a +Note button in their profile. This allows you to enter member-specific information that's only visible to your team for future reference.

Upcoming Billings

The Upcoming Billings section helps hosts view upcoming plan renewals and identify members who may need to update their payment method before their next billing date.

To navigate to the Upcoming Billings section:

Open dashboard.sweatpals.com

Select the Transactions tab

Toggle into Upcoming Billings

From this page, you can review upcoming renewals for your community.

You can also see:

At-risk: Charges that may not go through successfully (due to the lack of a saved payment method, for example)

No card on file: Number of members without a payment method registered in their profile.

Projected revenue: How much you'll earn from these upcoming billings, as well as a percentage of growth compared to the last period.

Please note: The amounts shown are projected based on the selected billing period and current plan status. Actual collected revenue may vary if members cancel, update their plan, fail payment, or change their billing details before the scheduled charge date.

For more, see: 🧩 10.3 Troubleshooting