Managing Your Members

You should be able to answer "where does this member stand?" in one glance, without opening Stripe. Each product has its own members list for exactly that: see who has access, how their payment is going, and step in when needed.

Open the members list

1. Go to Products and open the product.
2. In the Shortcuts card, click Customers. You can also find Customers in the product's menu, in your Products list.
3. The list shows every member with their email, name and join date. For a course with at least one published lesson, you also see their progression through the lessons.

To find someone quickly, type part of their name or email in the search bar at the top of the list. It works like the search in your contacts: accents and small typos don't get in the way.

Click a member's row to open their contact details: their purchases, tags and information, without leaving the list.

The Progression column only counts the lessons the member has marked as done themselves, by clicking I'm done once they've finished each one. Simply opening a lesson doesn't count, so a member who reads everything without clicking shows no progress. See Progress tracking.

People who bought a bundle appear in the bundle's members list and in the list of each course it contains, so you can follow their progress course by course. Their access is managed from the bundle: in a course's list, their row has no actions menu.

A member who bought several seats appears on a single line with a small ×2 badge (or ×3, and so on). See Limited seats.

A customer paid but has no access

1. Send them your member area address, yourdomain.com/students: they log in with the email they bought with and receive a code by email (ask them to check their spam folder).
2. Check that they appear in the product's member list. If they don't, click Add manually.

Understand a member's state

Small indicators appear under a member's email when there is something to know:

• Free trial: the member is in their trial period and has not been charged yet.
• Payment declined: the last charge of their subscription or payment plan didn't go through, often an expired card. Stripe or PayPal tries again over the next few days. If you'd rather stop there, you can cancel the subscription or stop the payments (see below). If the payments keep failing, the subscription ends on its own and the member loses access.
• Cancelled: the subscription was cancelled, by the member or by you. The "Access until" date tells you until when they keep access. After that date, access is removed automatically.
• Payment plan progress: a member paying in several installments shows how many payments have been made, for example 2/3. Once every installment is paid, the indicator disappears.
• Restricted access: the member can no longer open the product. Either you removed their access yourself, or TinyPages removed it automatically because their subscription ended or an installment went unpaid.

Remove or restore access

Sometimes you need to close the door yourself, for example after a refund or a chargeback (when a customer disputes the payment with their bank). The actions menu below is available on every product, whatever its access type (Member area, External link or Download). It doesn't appear in a bundle's members list.

1. Hover over the member's row and open the actions menu.
2. Choose Restrict access. The member can no longer open the product, and TinyPages removes the product's tag from their contact, which can affect your automations and segments.
3. Changed your mind? The same menu offers Allow access to restore it, tag included.

For an External link or Download product, the member already received the link or the file when they bought it, and TinyPages can't take it back. Restricting access still removes the product's tag, so your automations and segments stop treating them as a customer of this product.

Restricting access only blocks the product. If the member has an active subscription, it keeps billing until it is cancelled, by the member from their member area or by you (see below).

Cancel a member's subscription

A member asks you to stop their subscription, or you no longer want to bill them: you can cancel it yourself, whether they pay by card or with PayPal.

1. Hover over the member's row and open the actions menu.
2. Choose Cancel subscription.
3. Confirm in the window that opens.

The member won't be charged again, but they keep access until the end of the current period, or of their free trial if they're in one. Their row then shows Cancelled with the date their access ends. After that date, access is removed automatically.

For a member paying in installments, the option is called Stop payments. It works the same way: the remaining installments won't be charged, the member keeps access until the end of the period already paid, then loses it. Their row shows Cancelled with the date their access ends. If you'd rather let them keep the product, give their access back afterwards with Allow access.

Good to know:

• The option appears for an ongoing subscription, including one whose payment failed. For a failed payment, Stripe or PayPal can keep retrying the charge until the end of the current period: if the member pays in the meantime, they keep access until that date.
• Cancelling doesn't refund anything. To give money back, see Refund a sale.
• A product can't be deleted while members are still paying for it. Cancel their subscriptions or stop their payments first, then delete the product: members lose access right away, even before the end of their period.
• Only the account owner and admins can cancel a subscription. Team members with the Member role don't see the option.

Add members yourself

Some people join outside of a sale: customers you bring over from another platform, or someone you offer the course to. The Import members button at the top of the list lets you add them.

• Import from a file: choose a CSV file (an Excel or Google Sheets spreadsheet saved in CSV format, 20 MB maximum), add tags if you like, then click Import. You can keep working during the import, and you receive an email when it's done.
• Add one person: click Add manually, enter their email and name, then click Send invitation. They get access to the product right away and can log in to your member area with that email address.

On the free plan, members you add receive no email, not even the access email: send them the link to your member area yourself. The button then reads Add instead of Send invitation.