---
title: 👥 5.3 Managing Active Members
slug: 53-managing-active-members
docTags: 
createdAt: 2025-10-16T04:21:50.169Z
---

## Overview

:::hint{type="info"}
**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 

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## 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.&#x20;

*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.&#x20;

However, we also provide hosts the ability to manage this directly.&#x20;

*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.&#x20;

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.&#x20;

- Canceling will allow the holder to make use of their benefits until the end of the billing cycle.&#x20;
- 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.&#x20;

### 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.&#x20;

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.&#x20;

## Sharing a Member's Plan

If a plan has **Sharable plan** turned on, you can add people to a member's plan right from your dashboard, so they can use its benefits too.

1. Open dashboard.sweatpals.com
2. Select the **Members** tab and open the member who holds the plan
3. Toggle into the **Plans** tab

::Image[]{src="https://api.archbee.com/api/optimize/-solDijdt4SsjqcUeW3dx/J_c-x1fnnpdjIzIwD3gR1_share-plan-1-plans-tab-v2.png" size="100" isUploading="false" position="center" width="1568" height="420" darkWidth="1568" darkHeight="420" alt="Plans tab in a member's profile with the Shared plan column" showCaption="false" indent="1"}

4. Select the **⋮** menu next to the plan and choose **Share plan** (it also shows how many spots are taken, for example 0/5 spots taken)

::Image[]{src="https://api.archbee.com/api/optimize/-solDijdt4SsjqcUeW3dx/rSQjFV5xmI2H3yLTNtiTE_share-plan-2-menu.png" size="100" isUploading="false" position="center" width="1568" height="382" darkWidth="1568" darkHeight="382" alt="Share plan option in the plan menu" showCaption="false" indent="1"}

5. In the **Sharing plan** panel, select **+ Add another**

::Image[]{src="https://api.archbee.com/api/optimize/-solDijdt4SsjqcUeW3dx/A1O9CQwYkZplpYnPhEgNT_share-plan-3-sharing-panel-v2.png" size="100" isUploading="false" position="center" width="563" height="269" darkWidth="563" darkHeight="269" alt="Sharing plan panel with Add another" showCaption="false" indent="1"}

6. In **Add people to plan**, choose **From members** to search for and select an existing member, or **New customer** to enter their full name and an email or phone number, then select Confirm

::Image[]{src="https://api.archbee.com/api/optimize/-solDijdt4SsjqcUeW3dx/R2yW9-MkFUOk0YJqWztJP_share-plan-4-add-people-v2.png" size="100" isUploading="false" position="center" width="563" height="193" darkWidth="563" darkHeight="193" alt="Add people to plan panel with From members and New customer" showCaption="false" indent="1"}

7. They'll get an invite to join the plan and show as **Invited** in the Sharing plan panel until they accept it

::Image[]{src="https://api.archbee.com/api/optimize/-solDijdt4SsjqcUeW3dx/vHQ2zipzXOHHJQZ5Z_-3L_share-plan-5-invited.png" size="100" isUploading="false" position="center" width="564" height="250" darkWidth="564" darkHeight="250" alt="Sharing plan panel showing an invited person" showCaption="false" indent="1"}

8. If they didn't get it, select **Resend invite**. To cancel an invite or remove someone from the plan, select the trash icon next to their name

The shared benefits become available once they accept the invite. You'll also find a **Shared plan** column in the member's Plans tab.

Don't see Share plan? It only shows for plans with Sharable plan turned on. For more, see: [5.2a Additional Membership Settings](docId:4Pm9JHctYFp1Ib6mLvt7e)

## 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

:::hint{type="info"}
**Please note:&#x20;**&#x41;fter a member fails renewal, their plan cannot be cancelled.&#x20;

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 [support@sweatpals.com](mailto\:support@sweatpals.com).
:::

### Resolving Failed Payments

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

1. Open [dashboard.sweatpals.com](https://dashboard.sweatpals.com)
2. Select the **Members&#x20;**&#x74;ab & find the member you are resolving billing for
3. Select the ••• menu next to their name
4. Select **Fix Billing&#x20;**& from here, you can:
   - View renewal attempts
   - Choose how to resolve:
     - **Charge this cycle only**
     - **Charge prorated from today**
     - **Charge a custom amount**
5. After selection, choose a payment method - either a **Credit card, Reader, QR Code,** or **Send link**.

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:::

:::hint{type="info"}
**Please note:** This feature is currently only available to select communities. To get access, please email [support@sweatpals.com](mailto\:support@sweatpals.com).
:::

### Issuing Refunds

For members who need refunds issued:

1. Search for a member within the **Members&#x20;**&#x74;ab
2. Select their profile
3. Toggle into the **Transactions&#x20;**&#x74;ab
4. Click the ••• menu & select **Refund Order**

For more, see: [🧩 10.3 Troubleshooting](docId:2tAAT8u6TIS0Y4VFH6_Eq)&#x20;

### 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&#x20;**& you'll key in the card details or bank account information)

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:::hint{type="info"}
**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&#x20;**&#x74;ab and after selecting a member, you will see a **+Note&#x20;**&#x62;utton 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&#x20;**&#x73;ection:

1. Open [dashboard.sweatpals.com](https://dashboard.sweatpals.com)
2. Select the **Transactions** tab&#x20;
3. Toggle into **Upcoming Billings**

From this page, you can review upcoming renewals for your community.&#x20;

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.&#x20;
- **Projected revenue**: How much you'll earn from these upcoming billings, as well as a percentage of growth compared to the last period.&#x20;

  :::hint{type="info"}
  **Please note:&#x20;**&#x54;he 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](docId:2tAAT8u6TIS0Y4VFH6_Eq)&#x20;