Members
A member is a person or company record within one publisher account.
A member can have a separate login user and be linked to subscriptions and consent records.
Member identity and connected records#
A tenant is one publisher account. Member numbers use a tenant-specific sequence; the underlying member ID is separate.
Identify a record by tenant and member ID.
| Record | Values to inspect |
|---|---|
| Member | Contact details, individual/company fields and custom properties |
| User | Login email, phone and verification state; a member can lack this record |
| Member package | Subscription owned by the payer |
| Product seat | Another member's accepted place on that subscription |
| Addresses | Primary contact, subscription billing and product delivery addresses |
| Consent and history | Recorded choices and changes |
For example, Kari pays for a group subscription while Ola accepts a seat. Both have member records; Ola can show Active Subscription without being the payer.
The badge includes direct active subscriptions and accepted, undeleted seats on active subscriptions. An unaccepted invitation does not qualify. Sources: member model, active classification, member numbers.
An expected member does not appear#
| Control | Search behavior |
|---|---|
| Members list search | Partial name, company-name or email match |
| Phone filter | Partial phone match; other filters also restrict results |
| Top-bar Search | Exact identifiers and configured custom values, then broader contact matching if no exact result exists |
Different list filters combine with AND. Clear unrelated filters when the expected member is missing.
Global search tries member ID, then numeric member/order/invoice/subscription identifiers and searchable custom values. The numeric identifier checks require fewer than 10 digits.
Any exact result stops the broader search; broader matching requires at least 3 characters.
An invoice-number result opens the linked member's Activity. Select Invoices on that member to inspect the invoice. Sources: list search, filter combination, global search.
A contact record exists, but login differs#
Basic admin creation saves a member and primary address. It creates a login user only when an email is supplied.
Adding an email later can create a missing login user.
Creation does not buy a subscription, grant access, accept consent or send a welcome message. Source: basic creation.
For members with a login user, contact edits update both records. Email changes clear email verification; phone changes clear phone verification.
The edit sends no verification code and does not transfer subscriptions.
Live user emails are unique within a tenant. Verified phones are also unique within a tenant; unverified, empty and soft-deleted phone records are excluded from that constraint.
phoneAlreadyVerified is a field error against phone. Check the other verified user in the same tenant. Sources: contact update, user uniqueness, phone check.
A contact edit did not change another address#
Member email changes update the existing primary address email. Related billing and delivery addresses only receive missing email, name, company-name and organization-number values.
Populated values and postal fields remain unchanged. Compare the member contact, login user, subscription billing address and product delivery address separately. Source: related-address update.
If an old email-status record exists, changing email removes it and calls provider hard-bounce removal. Check external newsletter or shop contacts separately; those are not migrated by this cleanup.
Profile updates can record activity and emit configured member.updated webhooks. Activity capture errors are caught, so a missing activity entry alone does not prove the edit failed. Sources: profile update, warning removal, activity capture, webhook event.
Consent or its history is missing#
The admin Consent tab includes only active consents with showOnMyPage=true. Subscriber/non-subscriber visibility then filters choices that are not accepted. Accepted choices bypass the second filter only.
Check the consent's configuration and stored status when a row is missing. Ordinary Activity excludes consent changes by default; use Consent > View History for the relevant choice.
Accept and Withdraw write immediately. If a newsletter provider is linked, its call runs before the local save.
newsletterProviderError prevents that save.
The provider can succeed before a later local save fails. Compare provider membership with local consent and history when a request fails.
Consent changes can trigger configured newsletter automation. Reversing a choice adds history; it cannot retract messages already sent. Sources: consent update and visibility, automation events.
A member tab or history is unavailable#
The Members section requires the subscription feature and Members access.
| Area | Additional requirement |
|---|---|
| Member lookup | Members read permission |
| Internal notes, including reads | Members update permission |
| Activity | Analytics read permission |
| Consent, Communication | Email feature |
| Invoices | Invoices feature |
| Ledger | Accounting feature |
Check the affected role's permissions and tenant features. Sources: section gate, note permission, activity permission.
Sources and verification#
Source checked 28 September 2026 at 6cd1850569be3b1702ca736a19320c7626efb7bc. UI evidence from 27 September covers navigation and blank forms.
Member-detail changes, ordinary-role visibility and provider outcomes have not been replayed. Partial-failure recovery remains unverified.
For routine procedures, see the Administrators Members guide.
