Member Management Help
Overview
The Members page provides a unified directory of every guest who has interacted with your facility — through a reservation, form submission, membership subscription, or ticket book purchase. You can search, filter by person and by contract (membership plan, money, usage, ticket book), check membership contracts, review membership applications (approve / reject), record fee receipts, view detailed profiles, leave internal staff notes, and manage the blacklist.
The old Members, Pending Approvals and Awaiting Payment tabs of the Membership page are gone. The member list, reviews and payment recording now live on this Members page.
Features
Feature 1: Member List — Search, Filter, and Browse
Click Members in the side menu to open the directory. A line under the heading reads "Shows everyone involved with reservations, forms, memberships, and ticket books."
Search
Type an email address or name (partial match) in the search box ("Search by name or email"). Results update automatically after a 300 ms debounce.
Filtering by person
A row of buttons with counts narrows the list by "what kind of person". Pending reservation and Last 30 days live in the More dropdown.
| Filter | Description |
|---|---|
| All | Every guest who has interacted with this facility |
| With a membership | Guests who have a membership (in use, applying, etc.) |
| Awaiting review | Guests awaiting staff review — new membership applications and plan changes by members |
| Awaiting payment | Guests who were approved and are waiting to make their first on-site payment |
| Reservation only | Guests with reservation history (no membership) |
| Forms only | Guests who only submitted a form (no reservation or membership) |
| Banned | Guests on the blacklist (shown to facility owners and above only) |
| More ▼ | Pending reservation (guests with a reservation awaiting approval) / Last 30 days (guests with any interaction in the last 30 days) |
Filtering by contract
Below the person filters there are four contract filter buttons (Membership plan / Money / Usage / Ticket book). A button you have selected gets a blue outline. They combine with the person filters and the search using AND (e.g. "With a membership" + "Membership plan: Plan A" shows only members of Plan A).
| Button | Options |
|---|---|
| Membership plan | A specific membership plan. Matches guests with an active or past_due (payment failed, still in the grace period) subscription on that plan. Retired plans remain selectable and are suffixed "(ended)", since existing subscribers may still hold them. Hidden if the facility has no membership plans |
| Payment | Unpaid / in grace (an on-site fee is past due) / Renewal within 7 days / Cancelling (they asked to cancel and are waiting for the end date) / Paid at the desk / Card auto-pay |
| Access | In use / In grace / In use, cancelling / Not started / No access |
| Ticket book | Bought any ticket book / a specific book. "Bought any ticket book" matches guests who bought at least one (excluding cancelled purchases). Retired books remain selectable and are suffixed "(ended)". Hidden if the facility has no ticket books |
The cards on the To do tab of the Membership page open these same filters (Awaiting review →
?filter=pending_subscription/ Awaiting payment (approved) →?filter=awaiting_payment/ Unpaid / in grace →?money=attention/ Renewal soon →?money=due_soon).
What the list shows
The list is a table, one row per person.
| Column | Description |
|---|---|
| Name | Display name (staff-set) > alias (guest-set) > email — in that priority order. Shows "(no name on file)" when none is available. The email appears under the name, with badges for ticket book, rank and pending reservation |
| Membership plan | The plan name(s) the person belongs to. Under the plan, the payment method (card / on-site / free) |
| ① Usage | The membership's usage state, with the last day and so on |
| ② Money | The payment state. For an on-site payer who has paid, e.g. "Last received 10/2 ¥4,000" |
| ③ Reason it ends | For a member who is leaving, e.g. "Cancelled by the member (scheduled)". A banned person gets a red badge |
- On narrow screens (phones) the table becomes cards, with a heading on each value
- Reservation and form counts, phone number and so on are on the member detail page you open from the row
The Awaiting review view (approve / reject)
With the person filter on Awaiting review, the columns change.
| Column | Description |
|---|---|
| Name | The applicant |
| Plan applied for | The plan they applied for. For a plan change: "Plan change: A → B" |
| ① Usage | "Not started" and "Under review (application date)" |
| ② Money | For a card applicant who paid first: "Card: paid ¥3,000" and "Check how to handle the refund if you reject" |
| Actions | View answers (n) (n = number of answers) / Reject / Approve |
- View answers (n) opens the application-form answers below the row
- Only facility owners and above can approve or reject. Other staff see "Review (approve / reject) is done by facility owners and above" and no action buttons
- Reject opens a confirmation modal that explains the effect and has an optional reason (sent to the applicant by email)
- A row you approved or rejected stays in place in green and reads "Approved · leaves when you change the filter"
- Above the list a result line appears, e.g. "Approved ○○. Moved to "Awaiting payment"", with the links View in "Awaiting payment" › and Open details › (to the member detail)
- Below the list: "N awaiting review · N approved (handled here)"
Pagination
Default page size is 50 rows. When the total exceeds 50, Previous / Next buttons and a page counter appear.
Feature 2: Member Detail View
Click a row to open the member's detail page (/members/:identityId).
Layout
When there is room, the page has two columns: the person on the left, the membership contract on the right. On a narrow screen, or while the operations-consultation panel on the right is open, everything stacks in one column.
Left: the person
| Item | Description |
|---|---|
| Name | The display name (editable — Feature 3); the alias is shown as a sub-line |
| Email · phone | The guest's email address and phone number |
| ID | Identifier prefixed with # |
| Banned | A red indicator when the guest is currently banned, with a Remove action (Feature 5) |
| First visit / Member tenure / Display name (internal) | Date of the earliest interaction, elapsed years and months since then, and the display name you set |
| Count tiles | Reservations / Check-ins / Forms / Memberships. Click one to open its list; Memberships jumps to the contract card on the right |
| Member notifications | The number of notifications sent to this member (with "N failed to send" if any failed). Press it to open the notification history filtered to this member. If the count could not be loaded, the tile is not shown |
| Lifetime value | With a breakdown: reservations / check-ins / memberships (amounts actually received) |
Where each count tile goes:
| Tile | Link destination |
|---|---|
| Check-ins | Check-in history page (pre-filtered by email) |
| Reservations | Check-in history page (pre-filtered to reservation entries) |
| Forms | Forms page (pre-filtered by this member) |
| Memberships | The contract card on the right |
Why links instead of inline lists? Each list view (check-in history, forms) is the authoritative page for that data. Linking to them with filters already applied avoids duplicate management and keeps the source of truth clear.
The Add to blacklist button appears on the left only for a person who has no current membership. For a person with a membership, add them from the contract card on the right.
Right: the Membership contract card
The heading shows the plan name and price (e.g. "Monthly Pass · ¥4,000 / month"). Below it are three boxes.
| Box | Content |
|---|---|
| ① Usage | Whether they can get in now and when the last day is. Green when in use, yellow when in grace, red when banned |
| ② Money | The payment state. Yellow when unpaid |
| ③ Reason it ends | Why the membership is ending or has ended |
Actions (facility owners and above only)
| Action | What it does |
|---|---|
| Record payment | Records an on-site receipt. The button name depends on the situation: for the current period "Record payment for this period (10/4–10/31)"; for a member whose expiry is still ahead "Record a prepayment (11/1–11/30)"; for the first payment "Record the first payment (…)". Under the button: "Recording extends the expiry to 10/31 (grace is lifted)" |
| Force cancel | Ends the membership on the spot. For an approved application that has not been paid, Reject is shown instead of Force cancel |
| Add to blacklist | Registers the person on the blacklist |
Payment history
Date and time / amount / method (with on-site or Stripe) / covered period / recorded by. Rows from before recording existed show "— (row from before recording)".
Also on the card
- See usage history as a member › opens their usage history as a member
- Memberships that have ended are one line each: "Plan method | start date – end date · reason"
- An expired on-site member can be brought back by recording a payment here
Record payment (confirmation modal)
Record payment opens a confirmation modal.
| Item | Content |
|---|---|
| Heading | e.g. "Record payment for this period" (same as the button) |
| Who | Under the heading: "Name · plan name" |
| How the expiry changes | "Current expiry 9/30 (in grace) → after recording 10/31 (covers 10/4–10/31)" |
| Bulleted notes | Records that you received payment for this period / The member's entry permission comes back (when in grace or expired) / The record can be checked later in the payment history / The days the membership was lapsed are not given back (for the current period) |
| Inputs | Amount received / payment method / date and time received (the deposit date for a bank transfer) / note |
| Buttons | "Cancel" and "Record receipt" |
Recording a receipt, force-cancelling, blacklisting and rejecting an approved-but-unpaid application are done from this contract card, not from the old Members / Pending / Awaiting payment tabs. See the Membership Rulebook and Membership Plans and Usage Quotas for details.
Feature 3: Display Name (Internal)
Staff can set an internal "display name" separate from the alias the guest entered. This name is never shown to guests.
How to Set
- Open the member's detail page.
- Click the pencil icon next to the name.
- Enter the display name (e.g. Taro Tanaka).
- Click Save (or press Enter).
- Saving with an empty field removes the display name and surfaces the guest alias again.
- Press Escape to cancel.
Feature 4: Staff Notes (Internal Memos)
The "Staff Notes" section at the bottom of the detail page lets staff add durable internal context about a member. Notes appear in a chat-bubble timeline, newest first.
Adding a Note
- Type the note in the text area (up to 4,000 characters).
- Click Add.
Each note shows the author's initial, their email prefix, and the timestamp.
Deleting a Note
Only the author can delete their own notes. Hover over a note to reveal the × button, then confirm deletion in the prompt.
Note: Staff notes are never shown to guests. Deletion cannot be undone.
Feature 5: Blacklist Management
Adding a guest to the blacklist blocks them from membership applications, reservations, and check-ins.
Adding to Blacklist
- On the member detail page, click Add to blacklist (on the left for a person with no current membership; on the contract card on the right for a person with a membership).
- Enter a reason (required).
- Choose the scope:
| Scope | Effect |
|---|---|
| This facility only | Blocks the guest at this facility only |
| Entire organization | Blocks the guest at all facilities under this organization |
- Click Add to blacklist to confirm.
Removing from Blacklist
Click Remove on the red banned indicator in the person column on the left of the detail page. The ban is lifted immediately.
Blacklist Tab
The Blacklist tab on the Members page lists all active blacklist entries for your facility and organization.
Guest Self-Profile Editing
In the member app (member.unlockos.io), guests can edit their own profile fields.
| Field | Description |
|---|---|
| Name (alias) | The guest's self-entered name |
| Phone | Contact phone number |
| Address | Postal address |
| Nationality | Nationality |
Clicking Edit opens a modal. Only the changed fields are submitted.
FAQ
Q: When does a guest appear in the member list?
A guest appears as soon as they make a reservation, submit a form, apply for a membership, or purchase a ticket book at your facility. A guest who only bought a ticket book (no reservation, form, or membership) used to be invisible here — they now appear in the list and can be found via the ticket book filter too.
Q: Is the display name visible to guests?
No. The display name (display_name) is a staff-only internal field and is never surfaced in any guest-facing app.
Q: Can all staff members see notes?
Yes. Notes are visible to all staff at the facility. Only the author can delete their own notes.
Q: Are blacklist reasons communicated to guests?
No. Reasons are only visible in the staff management interface and are never sent to the guest.
Q: What is the difference between "this facility only" and "entire organization"?
- This facility only: The guest can use other facilities in your organization normally.
- Entire organization: The guest is blocked at every facility under the same organization.
Last updated: 2026-10-05 - The list is now a table (① Access / ② Payment / ③ Why it ended), with person and contract (plan / payment / access / ticket book) filters, the Awaiting review view (approve / reject), the two-column member detail (person / contract card), and the Record payment confirmation modal. The functions of the old Members, Pending Approvals and Awaiting Payment tabs of the Membership page moved here (#4876 stage 4)
Related Pages
- Check-in History
- Forms
- Membership Management
- Membership Rulebook — tables of entry, end dates, quota, refunds and keys for each status
- Blacklist Management