Manage members and subscriptions

Each member profile brings together account details, subscriptions, integrations, activity, invoices, and email history so you can manage the member from one place. In this help article, we’ll explain how to find members, manage their accounts and subscriptions, review integration activity, and troubleshoot email delivery.

​

Search for a member

From your Memberful dashboard homepage or Members, enter the member’s name, email address, or order number in the search bar. Each member profile contains four areas: Member, Integrations, Activity, and Emails.

​

Manage a member’s account

The Member area opens by default and contains the member’s account, payment, and subscription details.

​

Add notes and review account details

Add a private note to record information such as support context, member preferences, or required follow-ups. Private notes are also included in the Members CSV export. You can review account details such as the member’s Total spend and All Access Pass status. Custom field responses also appear on the member profile and in the Members CSV export. You can also review member attributes, such as tags or metadata used in your workflows, and any available referrer information.

​

Manage payment methods and subscriptions

Review, update, or remove the member’s saved payment method. You can also review the member’s current subscriptions or add a new subscription to a plan.

​

Send a sign-in link or password reset email

From Member, click Actions to send the member a sign-in link or password reset email.

​

Check the member’s post email status

From Member, review the Subscribed to posts status to confirm whether the member is subscribed to receive Memberful posts. To review this status for all members, export a Members CSV and check the Subscribed to posts column.

​

Edit or delete a member

Click Edit member to update the member’s name, email address, address, or phone number when applicable. You can also add or remove an All Access Pass. To remove the member, click Edit member, then click Delete (member name).

​

Review integration status

Open Integrations on the member’s profile to review their status with Campaign Monitor, Kit, Discord, Drip, Mailchimp, MailerLite, and Sailthru. The available statuses include:

• Subscribed or a Discord username: The member synced successfully
• Pending: The sync is still in progress
• There is no data for this member and the integration: No integration status is available; review the possible causes below

​

Troubleshoot missing integration data

Member data might not appear for an integration because:

• Invalid email: Some services reject certain email formats, such as addresses using @example.com
• Service-level block: The email address might be blocked by the service, such as after a hard bounce
• Discord issue: The member might not have connected their Discord account or might have been removed from a private server after their subscription ended
• Discourse issue: A Discourse account isn’t created until the member accesses Discourse for the first time

For newsletter integrations, data might also be missing because:

• The member unsubscribed and prevented further syncing. Learn how to handle unsubscribed members.
• The account reached a service limit, such as Mailchimp’s limit of 60 interest groups.

If none of these situations apply, try adding the member’s email address directly to the service. If the service accepts the address, Memberful will usually begin syncing automatically.

​

Review activity and invoices

​

Review member activity

Open Activity on the member’s profile to review their account and subscription activity.

​

View or download invoices

From Activity, click the relevant Order # to access and download the invoice. If the member has multiple subscriptions, select the relevant subscription from their profile, scroll to the Activity section, and click the appropriate Order #.

​

Review email history

Open Emails on the member’s profile to review their transactional email and post newsletter history. These records show whether an email was delivered and provide details that can help you resolve delivery issues. Failed email delivery records fall into two categories:

• Hard bounce: A permanent issue prevented the email from being delivered.
• Soft bounce: A temporary issue prevented the email from being delivered.

The resolution depends on what caused the bounce in the first place. Click the Processed, Delivered, or Bounced icons to see the details and next steps.