CRM Overview

The CRM gives you a unified view of everyone connected to your business - prospects, staged members, ecommerce customers, and active members. To open it, go to People > Contacts in the left sidebar of your dashboard.

Detailed Guides

• Bulk Import Members - Import contacts in bulk using the import wizard
• Prospect Pipeline - Manage prospects, track pipeline stages, and convert prospects to members

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Contacts Table

The Contacts page displays a contacts table with these columns:

Column	What it shows
Contact	Name (or household name), member ID when set, email, and a status badge that varies by contact type. A person added by a loyalty import with only a phone number reads No email on file
Relationship	Member, Former member, Staged, Customer or Lead
Club (your word for it)	The club, membership or program and plan they belong to; for a lead, the one they are interested in
Fulfillment	Pickup or Shipping. For a club, membership or program without pickup or shipping, Location and the home location the membership belongs to
Card on file	For members and staged members, whether a card is saved
Available rewards	Rewards the contact can redeem now (shown only when you record redemptions in MemberZone)
Lifetime value	What they have paid through MemberZone, with any in-store register spend shown underneath
Points	Their rewards points balance (shown only when your Loyalty Program is active). A suspended balance is greyed with Suspended under it
Added	When they joined or were added

Click Contact, Relationship, the club column, Lifetime value, Points or Added to sort by it. Sorting by Points puts people who aren't in rewards last, in either direction.

Choosing columns

Click Columns above the table to show or hide any column. The number on the button is how many columns are showing. Contact is always shown. Under Signup answers, tick any of your signup questions to add its answers as a column; questions worded the same in different clubs share one column. Reset to default columns brings back the standard set with no answer columns.

Your choices are remembered for each business in this browser until you sign out. Other staff, and you on another browser, keep their own.

Searching

Type in the search bar at the top of the table to search by name, email, or ID.

Filtering

Use the filter dropdowns directly below the page header:

• Contact type - All Contacts, Member, Staged, Customer, Lead (with counts)
• Status (appears after selecting a contact type) - Filters specific to that type
• Active scope (appears when viewing Members with Active status) - All active, Skipping releases
• Club - Filter to a specific club
• Tier - Filter to a specific tier (appears after selecting a club)
• Card on file - Any, Yes, No, or Card pending (members activated without a card who haven't added one yet)
• Billing (Members only) - Any, Standard or Comp. See Comps and Lifetime Memberships.
• Answers (when your clubs ask signup questions) - Filter by how people answered. Click a question to open its conditions right there: tick options, choose Yes or No, type text ("Answer contains..."), or tick Hasn't answered yet. Only questions from the clubs in view are listed, and filters on several questions all apply. Click Done to apply them. See Signup Questions.

Page Actions

The top-right corner of the page has Add Contact and these actions (most of them in the More menu):

• Sync Payment Methods (credit card icon) - Syncs payment method flags with Stripe for all members
• Export (download icon) - Opens the export sidebar
• Import (upload icon) - Navigates to the bulk import wizard
• Start kiosk (tablet icon, for staff with Start Kiosk or Manage CRM) - Opens the Kiosk mode sidebar to turn this device into a self-service signup station. See Kiosk Mode
• Refresh (circular arrow icon) - Reloads the contacts table
• Add Contact (plus icon) - Opens the Add Contact sidebar to create a new contact

Members who join at a kiosk have the signup channel Kiosk, shown on their profile and in the People export.

Pagination

The table is paginated. Use the controls at the bottom to navigate between pages.

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Contact Types

Members

Active members of your clubs, memberships or programs. Clicking a member row opens the full Member Sidebar with all membership details, actions, and lifecycle controls (see Edit a Member).

Staged Members

Pre-active contacts who have been assigned to a club and tier but are not yet billing. They need a payment method and activation before they become full members. Clicking a staged member row opens the Contact Detail Sidebar with activation and card collection tools.

Customers

People with no membership who have bought from your online store or are enrolled in your Loyalty Program. They show as Customer in the table and the contact type filter. Store buyers are added automatically from their ecommerce orders, and loyalty members appear once you've set up the loyalty program under Rewards > Loyalty. The same person can simultaneously be a club member, an ecommerce customer, and a rewards member - they're unified under one Business Customer Profile behind the scenes.

Leads

Prospects in your pipeline who have not joined a club yet. They show as Lead in the table and the contact type filter. See Prospect Pipeline for the full prospect workflow.

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Business Customer Profile

Behind the scenes, every relationship between a customer and your business is tracked on a single Business Customer Profile record. This unified profile holds:

• The customer's contact info as it relates to your business
• Their membership(s), if any
• Their ecommerce order history
• Customer notes and flags your team has added
• Their Rewards Program enrollment, points balance, and lifetime stats (if rewards are enabled)
• Their saved card on file (if collected)
• Tender transaction history (POS card-on-file payments)

When you click any contact row, the sidebar surfaces all of these facets in one place. The summary strip under the name always includes Lifetime value, with Points beside it for anyone in rewards, and the Profile tab has a Rewards section for members and customers alike, where staff adjust points, suspend or remove rewards, and see points activity. See Managing a Customer's Rewards. A profile is auto-created the first time a person engages with your business in any way: joining a club, completing an ecommerce order, being staged by your team, or signing up for rewards directly.

In-Store Purchases

The Orders tab of a contact's sidebar has an In-Store Purchases section: what they've spent at your connected registers (Spent at the register, beside Collected through MemberZone and Combined spend), and each register sale with its date, items, register, server and how it was matched to them ("Matched by card" or "Matched by contact"). Register spend is net of refunds and is never added into Lifetime value.

Sales come in as they're rung on Toast, Square, Lightspeed, Shift4 or Clover. Past sales can be imported too:

• Toast can import sales from up to a year before the restaurant connected: click Import past sales on the Toast integration page (see Importing past sales). Every night MemberZone also re-reads the last three days of Toast sales to pick up refunds and voids.
• Square imports up to three years of a location's past sales (up to 50,000 payments) when the location connects, and you can run it again from Import past sales on the Square integration page. A discount Square applied is recorded once, however many times the order is read.
• Lightspeed, Shift4 and Clover record sales from when they're connected; earlier sales aren't imported.

Imported past sales show in purchase history and register spend, but don't earn points: only sales that reach MemberZone within seven days earn points (see How Customers Earn Points).

Importing past sales

Under Settings > Integrations, the Toast and Square pages have a Past sales panel ("Bring in sales from before you connected ..., so members' history, spend and visits include them."). It needs the Manage Integrations permission.

1. Click Import past sales. A confirmation explains what runs:
   • Toast: it replays every sale Toast has sent MemberZone since you connected, claims anonymous sales for members whose card it recognizes, then pulls up to a year of sales from before you connected. Only replayed sales where the member was identified at the register earn points, and only those from the last 7 days. A year of sales can take a few hours.
   • Square: it reads up to three years of completed Square payments at the location and records each sale in members' history, matching the buyer through Square's customer directory. Only sales from the last 7 days earn points.
   • The import runs for every connected register that can reach back, so the confirmation also names the others it will import again from, "which is just as safe".
2. Click Import past sales to start. "Importing past sales. This page updates as it goes." If an import is already running for your business, you're told so.

It's safe to run again: nothing is counted twice, and a stopped import continues where it left off.

The panel shows the last run for each location: Not imported yet, importing now, Finished with the date, Stopped on an error (with the error; run it again to continue where it stopped), or started and not finished. An unfinished import that isn't running anymore (for example cut short by an update) continues where it stopped when you run it again. Once sales are in, it says which dates are covered, in the form "Sales from {first date} to {last date} are in ({number} days)."

Member Attribution

When a member joins through staff effort, you can record which staff member is credited. The Added by row on the member card shows the credited staff member.

To change attribution:

1. Click the contact row to open the sidebar
2. On the member card, click the Edit member pencil icon
3. Pick the credited staff member in the Added by dropdown (or None)
4. Click Save

Changing attribution requires the Change Member Attribution permission. See Team and Permissions.

Heard about us is a separate, read-only row: the contact's answer to "How did you hear about us?", with the staff member they named when the answer was a staff recommendation, for example "Staff recommendation (Jordan Smith)". It comes from checkout or from the Add Contact sidebar and can't be changed later. See Members Overview.

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Contact Detail Sidebar

Click any non-member contact row to open the Contact Detail Sidebar - a panel that slides in from the right.

Staged Member Sidebar

Tab strip: Details | Notes | Import Data (if imported)

Details tab sections:

• Contact information - name, email, phone, birthday, signup channel, Added by and Heard about us (with the recommending staff member, if they named one)
• Assigned club and tier - the club and tier the member is staged into. Staff with Manage CRM can click the edit icon on that card (tooltip Change club, in your own word for club), pick another club and tier, and Save. The list has every live club, including hidden ones and ones closed to signups, labeled Hidden or Closed to signups; a club that isn't published yet can't take a staged member
• Fulfillment method and location - Local Pickup or Shipping, and the assigned location
• Staged terms - for a member staged with a paid-through date or as a comp, a notice such as "Paid through {date}, no card" or "Staged as lifetime comp" says how activating them will work
• Payment method status - with a card on file, a "Payment method on file" notice with an Activate Member button; with no card, a "No payment method" notice with Add Card and Send Link buttons

Activation buttons:

• Activate Member - Opens the Activate staged member sidebar. Only shown if a payment method is on file. Disabled if Stripe is not configured.
• Activate without card - Activates the membership with nothing charged today and a paid-through date you pick. Only shown when activating without a card is turned on for your business and you have the Manage Comps and No-Card Activation permission. See Members Without a Card.
• Grant comp - Activates the member as a comp, never billed, for life or until a date. Subscription programs only; needs the Manage Comps and No-Card Activation permission. See Comps and Lifetime Memberships.
• Release from Club (red; uses your own word for club) - Removes the staged member from the club and moves them back to prospects

When the program asks signup questions, the staged member's sidebar also shows their Signup answers, which staff with Manage CRM or Edit Member Details can fill in or change.

Customer Sidebar

Tab strip: Profile | Orders | Payments | Notes | Emails | Import (if imported). Orders, Payments and Emails show once the customer has an account.

Profile tab: Contact information, order history summary and, for a customer in your rewards program (or one you can enroll), the Rewards section with their balance, Adjust points and Redemption history.

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How to Add a Contact Manually

1. Go to People > Contacts in the left sidebar.
2. Click Add Contact (the plus icon) in the top-right corner.
3. The Add Contact sidebar opens on the right side.
4. Fill in the contact's name, email, phone, and any other details.
5. Choose what they are: Customer (shops or earns rewards), {Club} Member (starts a membership, now or staged; uses your own word for club) or Waitlist (interested in a club).
6. For a member, the next step asks Added by (who to credit), How did they hear about us? and, after Staff recommendation, Recommended by. All three are optional. Then pick the club and tier.
   • For a club without pickup or shipping offered at more than one location, a required Location asks which location the membership belongs to (its home location: its dues are taxed there and its revenue credited there). It starts on the location you're working in when the club is offered there. You can't save until one is chosen ("Please choose the member's location"). See Multi-Location Support.
7. For a member, choose how they start: charge their card now, Add Without Payment (staged), Add Without Card or Add as Comp when those are available to you.
   • Promo code: when you charge a card for a subscription program and have picked a plan, a Promo code field appears. Type the code and click Apply; it's checked like a code at checkout (for example "This code has expired"). A valid code shows how much comes off the first period, "and off renewals when the code's terms include them", and the Charged $X now line shows the discounted total. The code is used only when you charge the card, so it doesn't apply to Add Without Payment, comps, members added without a card, or release programs. Changing the program clears it.
8. Save. The new contact appears in the contacts table.

The Added by and Recommended by lists need the View Staff (or Manage Team Members) permission; without it, "Added by" shows as unavailable and Recommended by isn't offered.

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How to Activate a Staged Member

1. Filter by Staged in the contact type dropdown to find staged members easily.
2. Click the staged member's row to open the Contact Detail Sidebar.
3. Ensure the member has a payment method on file (visible in the Details tab). If not, send a card collection link first.
4. Click Activate Member.
5. The Activate staged member sidebar opens ("Activating {name} will start their membership."). Depending on the program it offers:
   • Initial purchase items - If the tier requires an initial purchase, an item selector appears, with an option to skip it.
   • Waive enrollment fee - Shown when there is an enrollment fee that hasn't been charged.
   • Skip first subscription charge (active until next billing date) - For subscription programs.
   • What happens - What starts and what is charged, with the Total due today and the recurring price.
   • Send welcome email - Whether to email a welcome message.
6. Click Activate to confirm, or Cancel to go back.

A member staged with a paid-through date or as a comp is activated on those terms, with nothing charged today. To activate without a card or as a comp instead, use Activate without card or Grant comp.

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How to Send a Card Collection Link

1. Click the staged member's row to open the Contact Detail Sidebar.
2. In the "No payment method" notice, click Send Link.
3. The Send card link sidebar opens. It says who the email goes to and how long the link works (set under Settings > Communication; 72 hours unless you change it). The card they add becomes their default payment method.
4. If the tier requires an initial purchase, an item selector appears inline.
5. A checkbox: Charge and activate membership when card is added - when checked, the membership auto-activates as soon as the member adds their card. Sub-options:
   • Waive enrollment fee - Check to waive the enrollment fee
   • Skip first subscription charge (active until next billing date)
   • A summary describes what they'll be charged when they add their card
6. Click Send email to confirm, or click Cancel to close.

For a member staged with a paid-through date or as a comp, Charge and activate isn't available: the link only saves their card, and you activate them on their staged terms. Members already active without a card get the same sidebar from Send card link on their member profile. See Members Without a Card.

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How to Release a Staged Member from a Club

1. Click the staged member's row to open the Contact Detail Sidebar.
2. At the bottom, click Release from Club (the red button).
3. A confirmation dialog appears: "Release {name} from {club name}? They will be moved back to your prospects list and can be re-added later."
4. Click Release to confirm, or click Cancel to go back.

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Batch Actions for Staged Members

Batch Activate

1. Filter by Staged and select multiple staged members using the checkboxes.
2. In the batch actions bar, click Activate.
3. Members with a card on file will be activated directly; members without a card will be sent card collection links with auto-activation enabled.
4. Options: Waive enrollment fee checkbox, Send welcome email checkbox.
   • With the Manage Comps and No-Card Activation permission you can instead choose Activate on their staged terms (members staged with a paid-through date or as a comp), Activate without card (when that feature is on for your business: everyone is active now with nothing charged today, paid through the date you pick) or Comp / Lifetime. See Bulk Member Actions.
5. Click to confirm. A toast notification summarizes the results.

Batch Remove

1. Filter by Staged and select multiple staged members using the checkboxes.
2. In the batch actions bar, click Remove.
3. Click to confirm. The staged members are released from their clubs and moved back to prospects.

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Syncing Payment Methods with Stripe

If you have migrated members from another system or added cards directly in Stripe, use the sync tool to update payment method flags in MemberZone.

1. Click the Sync Payment Methods button (credit card icon) in the top-right corner.
2. A confirmation dialog explains that the system will check Stripe for every member whose payment method status is currently unset.
3. Click Sync Now to start. The process may take a moment for large member lists.
4. A toast notification confirms how many memberships were synced.

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Exporting Contacts

Click Export (download icon) in the top-right corner to open the Export contacts sidebar.

• Contacts - All N matching your filters (the default) exports every contact that matches your filters and search, across all pages, not just the rows on screen. When you've ticked rows in the table, Selected (N) exports only those, and is chosen for you.
• Format - Excel (.xlsx) or CSV (.csv).

Click Export N contacts. Large lists are read in batches and the sidebar shows progress, for example "Exporting 1,500 of 2,777...". The file downloads when it's done. Closing the sidebar stops the export. One export can hold up to 50,000 contacts; above that, narrow your filters and export in parts.

The file has one row per membership a person holds (people with no membership get one row). Columns include First Name and Last Name (from the first and last name on the person's record, the same split every MemberZone export uses), email, phone, address (street, apartment, city, state, zip and country), member code, custom ID, contact type, club, tier, club type, signup channel, added by, Heard About Us (the "How did you hear about us?" answer), Recommended By (the staff member they named), status, order and in-store totals (money columns such as Total Spent, In-Store Spent and Outstanding Balance Amount are formatted in your business's currency, for example $1,234.50, or CA$1,234.50 for a business in Canada), join date, fulfillment, cancellation and churn details, skip reason and note, notes, and any outstanding balance. It also has:

• Birthday, when you have it.
• Location - where the membership is picked up, or for a club, membership or program without pickup or shipping, the home location it belongs to. Blank for memberships that ship.
• Cancel Channel - who cancelled: Self-service (the member), Staff or System.
• Cancelled By - the name of the staff member or person who cancelled, as the member's history shows it. Cancel Channel and Cancelled By are blank for cancellations made before MemberZone kept a membership history.

Each row's cancellation columns (Cancellation Date, Cancel Reason, Churn Reason, Churn Notes, Cancel Channel and Cancelled By) describe that row's own membership. A person with one active and one cancelled membership gets a blank cancellation on the active row and the cancellation details on the other. Before Oct 23, 2026 every row of a person repeated their main membership's cancellation.

Email is blank for people added by a loyalty import with only a phone number.

Dates in the file are on your business's calendar: a join, member-since or cancellation date is the day it happened where your business is, whoever runs the export and wherever they are. The file name carries today's date in your business's time zone. See Time Zones.

Export every active member

1. Filter to Members with status Active. Add a club filter if you only want one club.
2. Click Export.
3. Leave All N matching your filters selected, pick Excel or CSV, and click Export N contacts.

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Notes

Both the Contact Detail Sidebar and the Member Sidebar have a Notes tab where staff can add free-text notes and flags. See Customer Notes for the full guide on adding, editing, and managing notes and flags.