If you sell memberships or recurring subscriptions (gyms, clubs, classes), the Subscriptions report shows how your member base is performing and who needs outreach — before they lapse.
Subscriptions Report
Navigate to Reports → Subscriptions. You'll see active member counts, new sign-ups, churn, top membership products (clickable through to their transactions), and check-in activity where available.
Subscriber Retention Page
The Subscriber Retention page is your outreach worklist, organized in tabs:
- Active Members — everyone with a current subscription, grouped by person.
- Expiring Soon — members whose subscription ends shortly; contact them for renewal.
- Win-back — lapsed members sorted by most recently lapsed, with sortable columns.
Filter any tab by product with the multi-select dropdown (with per-tab counts); your tab and filter choices persist across reloads.
Managing Subscriptions from the Page
Admins can cancel a subscription directly from the retention page — a reason is required and recorded. Duplicate member accounts can be merged from Contacts with a preview-first, field-by-field chooser so history consolidates under one person.
Tracking Only Your Real Membership Products
Many stores create subscription products that aren't really memberships — a coach pass, a parents pass, or PT sessions that exist just to track who enters the gym. Left alone, these inflate "Active Subscribers" and drag every churn number.
On the Subscription Performance report, click Choose tracked products and tick only the products that count as real memberships. From then on:
- Every stat on the report — and the subscriber counts on the POS dashboard — counts tracked products only.
- Excluded passes stay visible in a compact "Other passes" strip so you can still see how many are active.
- A View all products button shows the unfiltered numbers whenever you need them.
- No selection means every subscription product counts — nothing changes until you opt in.
The Churn Analysis Page
From the report's churn-history card, the Churn Analysis button opens a dedicated page (Reports → Subscriptions → Churn Analysis) focused on one question: who are you losing, when, and do they come back?
- Churned Members — unique customers whose membership ended in the period and who haven't returned.
- Churn Rate — churned members divided by the members who entered the period active.
- Avg Tenure at Churn — how long members stay, from first sign-up to lapse, with a breakdown by bucket (1st month, 1–3 months, and so on). A tall "1st month" bar means members are lost at onboarding, not from fading loyalty.
- First term vs after renewing — how many churned members never renewed even once.
- Won Back — churned members who later returned, and the recovery rate.
- Churn Rate History by Product — a month-by-month grid; each cell is members lost that month divided by members who entered the month active. Hover any cell for the raw counts.
The win-back list at the bottom shows each still-gone member with their tenure, number of terms, lapse date, and contact details — and the Open win-back tools button jumps to the Subscriptions page pre-filtered to your tracked products.
How Churn Is Counted
Three rules keep the numbers honest:
- Renewals aren't churn. A term that lapses but is re-bought within 31 days counts as a renewal. Month-to-month members who faithfully re-buy every month produce zero churn. Because of this grace window, the most recent weeks always show a few "losses" that settle into renewals as members re-buy — judge trends from months that have fully closed.
- Bookkeeping isn't churn. Cancellations classified as corrections or duplicates (re-encodes, wrong input) are excluded from every churn metric. The Cancellation Reasons card shows a footnote with how many were excluded.
- A member with any live subscription isn't gone. Someone whose monthly pass lapsed but who now holds a different plan — even one outside your tracked set — never appears on the win-back list.
Classifying Old Cancellations
If cancellations made before this feature exist, the Churn Analysis page opens with an Unclassified Cancellations card. It groups them by reason with a suggested category pre-selected — "Re entry" suggests Correction, "duplicate" suggests Duplicate, and anything unrecognized stays Member left (counted as churn).
Adjust any suggestion, then click Apply classifications. The page reloads with corrected numbers, and the card disappears once everything is classified. Choices made here never overwrite what staff pick when cancelling going forward.
Calling or Texting Members from the POS App
On the POS app's Subscriber Retention screen (Sales & CRM), every member row with a phone number shows two icons (POS 2.40.1 and later):
- Call — opens the device's phone dialer with the member's number ready to ring.
- Text — opens the device's own messaging app with the number prefilled, so you can send an expiry reminder or a win-back message in your own words.
The icons appear on all three lists — active members, expiring soon, and win-back — and only on rows that have a number on file. Devices without a dialer or messaging app (wifi-only terminals) show a short notice instead.