Members

Your tribe at a glance. Who is paying, whose card just failed, who is carrying your community, and what you can do about each of them.

The Members page is your roster. Everyone in your membership is here, whether they pay you or just turned up: what they are on, what they owe, how active they are, and one click through to everything you can do for them.

Go to Membership then Members in your dashboard.

The three views

Three tabs sit above the table.

Subscribers is where you land. Everyone with an active membership.
Payment issues is your call list: members whose card has failed and who still have access. A banner at the top says so, because it is the thing that is easiest to get wrong. They have not been cut off yet, which is exactly why they are worth an email today.
All is everyone, including people who joined your community without ever taking a tier.

There is a search box on the right that filters by name or email.

What's in the table

Name, with their email underneath. Click the name to open their full page.
Tier / Status. The tier they are on, plus a badge for where their billing stands. When a payment has failed, the row also tells you how long they have left and the date access ends.
Points / Level, how active they are in your community. See moderation for how points work.
Joined, the date they first arrived.

The list is paginated, so a growing tribe does not turn into an endless scroll.

Status badges, and what each one means

Active. Paid up, full access.
Ending. They cancelled, so it will not renew, but they keep access until the end of the period they have paid for.
Payment failed and Grace period. The card did not go through. They still have full access until the deadline shown, after which it is cut automatically. This is the window in which you can save the member.
Pending. Checkout was started and never finished. No access yet.
Expired and Cancelled. It has ended.
Community only. They are in your community but have never had a membership. Not an ending, just someone who never started.

How long is the grace window?

You choose it. It starts at 14 days and can be anything from 0 to 90, on the membership settings page. Setting it to 0 cuts access the instant a charge fails, which is rarely what you want.

A member's page

Click any name to open that member. Two cards sit side by side: Billing on the left, Community on the right. If the person is also in your contacts, a View contact link takes you there.

The Billing card

Up top: their current tier, their status badge, what they pay and how often, and the dates of the current period. When the card has failed you get the deadline in plain words: "Their card failed. They still have full access until Friday 14 August. After that it is cut."

If the membership has ended, this is where you find out why: "Cancelled by member", "Cancelled by you", "Ended, payment failed", "Ended, refunded", "Ended, term reached". That distinction is the whole answer to "why did this member stop?", so it is worth reading before you write to them.

Below that, Membership history is a timeline of every tier they have been on, what they paid, and the dates of each stretch. Invaluable when a long-time supporter switches tiers or comes back after a break.

Open the menu at the top of the card. Which options appear depends on where they stand.

Retry confirmation, for a pending member. Re-checks the payment and finalises the membership. If it goes through, they flip to Active.
Refund payment, for a paid subscription. Refunds a specific subscription payment.
Move to another tier...
Change when it ends...
Cancel membership...
Comp a membership..., offered when they have no membership at all.

Move to another tier

Pick the New tier and click Move member.

Moving does not change what they pay

If the member pays through a subscription, moving them changes what they get, not what they are charged. They keep paying their current price on the new tier. TribeNest makes you tick "I understand, keep their current price" before it will let you save, because this is the one people get wrong.

Change when it ends

Only offered on a comped membership, since a paid one ends when the billing period does. Choose Add days, Set an end date, or Remove the end date, then save. Use it to extend a press pass or make a comp permanent.

Cancel membership

Choose When:

At the end of the period they have paid for, which keeps their access until then.
Immediately, which stops access now. On a paid membership this also takes away the period they already paid for, and no money is refunded. Use Refund payment for that.

Tick Send them the tier's cancellation message if you want the goodbye email to go out, add a Note for your own records, and click Cancel membership.

Comp a membership

Give someone a membership with nothing charged and no subscription created. Pick the Tier, optionally set Ends on (leave it empty for a comp with no end, and an end date is honoured: access stops when it arrives), tick whether to Send them the tier's welcome message, and add a Note like "Press pass, crew, competition winner". Then click Grant membership.

The Community card

The other half of the person: their Points, their Level, their Role (Member or Moderator), and their Status (Active, or "Muted until" a date). Underneath, when they joined, when they were last active, and their Recent activity, which lists their latest posts and which space each one was in.

Its menu holds Make moderator / Remove moderator, Mute... / Unmute, and Adjust points.... All three are covered in moderation.

Two lenses, one person

The reason both cards sit on one page is that the answer to "should I chase this failing card?" often lives on the other side. Someone who has posted every week for a year and whose card just bounced is worth an email. The same failure from someone who has never opened a space is worth less of your time.

Cancellations from the member's side

A member can cancel themselves from their own member area at any time. When they do:

Their status becomes Ending, and they keep access until the end of the current billing period.
Your cancellation message for that tier, if you set one, is sent automatically. See membership tiers.

Where to go next

Chase failing cards, and set how long the window is: membership settings.
Handle behaviour rather than billing: moderation.
Set the tiers you want members to join.
Send broadcast updates from emails.
See how members fit into your wider contact list in operations.