In this guide, you’ll learn where to find a member’s retention status and what the different statuses mean, so you can quickly determine whether a member needs assistance.
What is retention status?
The retention status indicates how active a member is based on:
Last check-in
- Last or upcoming reservation
- Cancelled reservations also count
This helps identify which members are at risk of becoming inactive.
Where can you find the retention status?
- Go to 'Members'
- Find the member whose retention status you want to check.
- Open the member profile.
The retention status is displayed under the member's name.
Calculate retention status
Retention status is automatically calculated based on how long it has been since a member checked in or made a reservation, or how long it is until their next scheduled reservation.
Overview of retention statuses
| Retention status | Description |
|---|---|
| Inactive | The member does not have a valid subscription. |
| Frozen | Membership is currently suspended. |
| Low Risk | Check-in or reservation within the past 14 days, or a reservation scheduled within the next 14 days. |
| Medium Risk | Check-in or reservation within the past 21 days, or a reservation scheduled within the next 21 days. |
| High Risk | Check-in or reservation within the past 90 days, or a reservation scheduled within the next 90 days. |
| Sleeping | No check-ins or reservations in the past 90 days, or a reservation scheduled within the next 90 days. |
| Visitor | No active membership, but with a check-in or reservation in the past 14 days, or a reservation scheduled within the next 14 days. |
