FAQs - Members
Yes. You can change the package label in a member's profile but it will NOT change any payments.
This will have to be done manually if necessary in the subscription or next scheduled payment.
Bear in mind that package changes are only available between packages with the same payment type (e.g. PIF package to another PIF package)
Check to see if the member is on a default transfer package; if so you will need to go to the member transfer list to assign the member to the right package according to their member notes.
You will have to solve any outstanding payment issues from the member's payments. Once all is resolved, the payment provider will change the status in our system.
The risk and activity status swatches ('High Risk' and 'Awake' ) are only indicators, and cannot be pressed/edited!
If you add a member note on the notes tab, it will just be recorded on their profile.
However, you can use the Tasks feature to add an action for that member against a specific date. In the Members -> Member Tasks area, staff will be able to see these tasks in the to-do list with the key information, and can then complete them once have been actioned.
That might be because you using the mass email tool for Prospects instead of Members. Make sure you in the correct one before creating your content.
It may be because you have not selected a member’s details to use in the preview - you need to provide an email address to send the test email to, as well as a member to use as an example.
When you add your email address, there is a field above to add a member’s details. Click on the arrow to the right of this field and you will see a drop-down list of members. Select one and then slick the Send Test button.
The test email is only sent to the email address you provide, NOT to the test member!
First, check that the email address is correct on the member profile.
Then go to the Email History tab on the member's profile page to see the delivery status of the email. Under Delivery Status, it will tell you if the status of the email which will include delivered, opened, clicked, bounced or failed (dropped - usually because the email address is invalid).
Sure! Here they are:
Bounced – The email did not deliver, so either the recipient's inbox is full or the email address is invalid.
Click – The number of recipients who clicked on any link in your email, excluding the unsubscribe link.
Delivered – The email has been sent to, and accepted by, the recipient’s server. This does not guarantee that the email was placed in the recipient’s inbox - it may have been bounced or reported as spam by their server.
Dropped – The email was not sent to these recipients because they are already ineligible for emails. The system identified that an email is being sent to an address that is on a suppression list (for example –Bounced, Unsubscribed, Spam Reports, Invalid Emails).
Open – The number of times the email was opened by the recipients of the mass email.
Processed – The email has been created and scheduled to send to the recipients on the mass email list.
Spam Report – The recipient's inbox marked the email as spam for one of two reasons: 1) They received too many campaigns that remained unopened and the system automatically marked them as spam; 2) The recipient manually marked the email as spam.
Only images up to 2MB in size can be sent via the mass email system to keep it as efficient as possible.
The main formats you can attach are .jpeg, .jpg, or .png (though some rarer formats are also supported).
Please note that if you want to attach an image that is hosted outside of Membr ie. Facebook, you will first need to copy the link from the image and paste it in the window that will open up when you click on the Image icon in the text styling area.
Tags are located at the right of the screen when creating an email or mass email.
These 'tags' are substituted with the named property when the email job runs. For example, using Hi {FIRST_NAME}, would result in text saying 'Hi John', 'Hi Sarah' and so on depending on the members when the email job executes.
Hover your mouse over any of them for a full description of what the tag is substituted for. To add them to the context just click on the + icon.
An Operational email is always sent to all users, even if they have unsubscribed from marketing communications.
It is used at the club's discretion for key messages that need to be communicated to all members, such as an emergency change of opening hours, or if changing rooms are not available due to maintenance.