Member Alerts Report Overview
Updated
Understanding member alerts
Alerts flag members who may be at risk of leaving. OS updates them automatically from each member’s sign-ins, packages and memberships. You don’t need to set anything up.
Alerts come in three colors:
- Red: act now. The member has stopped coming in, or has nothing to book with.
- Yellow: act soon. The member’s package is running low or about to expire.
- Grey: good to know. The member’s attendance is dropping, or they’re on pause.
A member can have more than one alert. The members with the most alerts appear at the top of the report. When two members have the same number of alerts, the one with more urgent alerts (red, then yellow, then grey) is listed first.
Red alerts
No Sign In 14 Days
The member hasn’t signed in to a class or appointment in the last 14 days. Upcoming bookings don’t count, so a member with a class booked next week still gets this alert until they actually sign in.
No Active Mbrshp/Package
The member has no active membership, class pack, appointment package or hybrid package. Subscriptions don’t count as an active package. If the member has bought something that hasn’t started yet, they won’t get this alert.
Yellow alerts
Low Credit Amount
One of the member’s class packs or hybrid packages has 3 or fewer credits left. Each package is checked on its own, not as a total across the account. If more than one package is low, the alert shows a count, such as x2. Hover over the alert to see which packages are low. Unlimited packages never get this alert.
Expiring Package
One of the member’s class packs or hybrid packages expires within the next 14 days. If more than one package is expiring, the alert shows a count. Hover over the alert to see which packages. Memberships and packages with no expiration date never get this alert.
Grey alerts
Weekly Frequency Down
The member signed in fewer times last week than the week before. Any drop counts, even one visit. Only complete weeks are compared, so this week’s visits are counted next week. Weeks start on the day set in your studio settings.
Monthly Frequency Down
The member signed in fewer times last month than the month before. Any drop counts. The current month isn’t included until it’s over.
On Pause
The member’s membership is paused. While a member is paused, this is the only alert they get. Their other alerts and sign-in numbers are hidden until the pause ends, so you won’t chase someone who’s away on purpose. Their last sign-in still shows. Hover over the alert to see when the pause ends, or whether it’s indefinite.
Tips for using alerts
- Combine filters to narrow the list. When you choose more than one alert in Filter by alerts, you only see members who have all of them. For example, No Sign In 14 Days with Low Credit Amount shows members who stopped coming and are running out of credits.
- Some filters work alone. On Pause, No Active Alerts and Inactive Members can’t be combined with other filters.
- Can’t find a member? The report shows members who’ve signed in during the last 90 days. Members who haven’t signed in for 90 days are under the Inactive Members filter. So are members who have never bought anything, such as someone added to a free class.
- A dash (–) in the sign-in columns means the member hadn’t joined yet that week, so the week isn’t counted in their average.
- Log your reach-outs. Click Add note after you contact a member so the rest of your team knows they’ve been followed up with.
