A member is still a customer, so support and follow-up should happen from the full customer context. Customer 360 helps you review access, payments, messages, activity, tasks, courses, webinars, and notes before you reply or change membership settings.

What this guide helps you do

• Review a member customer record before support, billing, or access decisions.
• Understand which parts of the member journey are visible in customer context.
• Use Faster AI to summarize the record and recommend safe next steps.

Before you start

• Search for the customer by email, name, or company and check for duplicates.
• Know why you are reviewing the record: support request, renewal, cancellation, access issue, or sales follow-up.
• Prepare any related order, invoice, course, webinar, or message context.
• Decide whether the next action should be a note, task, message, access change, or payment follow-up.

Do it manually

1. Open Customers and find the member record.
2. Review timeline activity, notes, tasks, messages, website activity, payments, and related company information.
3. Check membership tier, access status, course enrollments, webinar registrations, and recent gated-content activity where available.
4. Look for duplicate records before making access or billing changes.
5. Create a task, note, or message from the record if someone needs to follow up.
6. Only change access after confirming the current policy, payment status, and customer request.

Ask Faster AI

• Summarize this member customer record. Include access, current tier, payment status, recent activity, open tasks, messages, and recommended follow-up.
• Find anything that explains why this member cannot access [content]. Check customer record, payment status, tier, enrollment, and recent messages.
• Create a follow-up task for this member based on their renewal status and recent support message.

Review before members use it

• Confirm the record belongs to the same email address the member uses to sign in.
• Review payment and access history before promising refunds, renewals, or restored access.
• Keep internal notes factual and professional because teammates may rely on them later.
• Review AI-generated summaries before turning them into customer messages or tasks.

Common issues and fixes

• If membership history looks incomplete, check duplicate records, related company records, and plugin panels.
• If a task is missed, confirm task owner, due date, reminder, and whether the task is attached to the right record.
• If a member says they already paid, review invoice, payment, email, and access activity before changing status.

First visit to loyal member

For what to look for in a member record when deciding the next visit, package, renewal, or save action, read the wellness studio growth article. Growing a Wellness Studio: From First Visit to Loyal Member.

Members-only content strategy

For why access changes and renewal conversations should start from the member customer record, read the members-only area article. Building a Members-Only Area: Gating Content the Right Way.

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• Screenshot placeholder: add an annotated screenshot of review member customer records with member names, emails, payment details, private notes, and gated content blurred.
• Video placeholder: add a short walkthrough that shows the manual setup path, then shows how to ask Faster AI for the same review or draft.

Related help

• Understand Customer 360
• Handle membership renewals and cancellations
• Create member access