Once your membership tiers are set up, the ongoing work is keeping members engaged, watching renewals, and winning back people who lapse. This guide covers the day-to-day: viewing your members, reading membership status, handling renewals, re-engaging lapsed members, and tracking the health of your program.
Availability: Memberships are part of the Commerce Store bundle, included on the Studio plan and up. If you don't see membership tools, check your plan or contact support.
New to memberships? This guide assumes your tiers already exist. To create tiers, set pricing, and define benefits, see Membership Tiers first.
Viewing Your Tiers and Members
Go to Admin > Memberships to see your membership program at a glance.
The page lists each tier with:
Tier name and its slug
Organization it belongs to
Active subscribers for that tier, plus the total subscriber count
Interval (Monthly or Yearly)
Status (Active or Inactive)
At the top, a summary strip shows your total number of tiers, how many are active, and your total subscribers across tiers. Use the status filter to narrow to active or inactive tiers, and Edit any tier to adjust its details.
Tip: "Active subscribers" counts members who are currently in good standing — it's the number that actually reflects recurring support, so watch it per tier over time.
Understanding Membership Status
Every individual subscription carries a status. Crafted Call groups these into two practical buckets:
Active — the member is in good standing. This covers members who are fully active as well as those in a trial period.
Lapsed — the membership is no longer in good standing. This covers subscriptions that are canceled, incomplete (signup never finished), or past due (a renewal payment failed).
When you look at members, you can filter by active, by lapsed, or by a specific underlying status. Each subscription also has a current billing period with an end date, which tells you when an active membership renews — or, for a lapsed one, when it dropped off.
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Renewals
Paid memberships renew automatically on their recurring billing date through your connected payment processor. On a successful renewal the member's card is charged, a receipt goes out, and access continues without interruption.
Crafted Call sends renewal reminders for you. By default, members automatically receive a heads-up 30 days and again 7 days before their membership renews, so the upcoming charge is never a surprise. You don't have to build an automation for this — it runs out of the box.
When a renewal payment fails, the subscription moves into a lapsed status (such as past due). The card may have expired, been declined, or hit a limit. These are exactly the members worth reaching out to — they intended to stay, they just hit a payment snag.
Tip: Don't treat a failed renewal as a goodbye. A quick, friendly note asking the member to update their payment method recovers many of them.
Identifying & Winning Back Lapsed Members
Lapsed members are your highest-value re-engagement audience: they already valued membership enough to join.
Find them: filter your members list to lapsed, which surfaces everyone whose subscription is canceled, incomplete, or past due. You can also focus on a recency window — for example, "who lapsed in the last 30 days" — to prioritize the freshest, most recoverable lapses first.
A simple win-back rhythm:
Review who has lapsed, newest first
Note why — a failed renewal is recoverable with a payment-method update; an intentional cancellation needs a different message
Send a warm renewal reminder with a clear way to come back
Follow up once more after a week if there's no response
Stop pursuing the ones who clearly aren't returning, so your outreach stays genuine
Note: Renewal reminders are throttled so a member isn't emailed repeatedly in a short window. Space your outreach out rather than blasting the same list day after day.
Member Communication
Good membership management is mostly good communication. Reach out at the moments that matter:
Welcome — thank new members and remind them what their tier includes
Before renewal — a heads-up that they'll be charged soon builds trust and reduces surprise cancellations
On a failed renewal — a prompt, helpful nudge to update payment details
Win-back — a warm reminder to lapsed members with an easy path to rejoin
Ongoing value — invitations to members-only hours, previews, and events so the membership feels worth keeping
Built-in welcome: When someone joins, Crafted Call automatically sends a confirmation that names their tier, a key benefit, their renewal date, and a unique member number — so the welcome moment is already covered before you send anything yourself.
You can target outreach to the right group by filtering your members to active or lapsed before you communicate. For broader campaigns and automations, see Email Campaign Basics.
Tip: The single highest-leverage message is a pre-renewal heads-up. Members who know a charge is coming churn far less than members surprised by it.
Membership Stats
To gauge the health of your program, review your aggregate membership stats. They give you:
Counts of active, lapsed, and total subscriptions
A breakdown by tier and by underlying payment status
Recent signups over the last 30 days
An overall lapse rate percentage
Use these numbers to spot trouble early and act on it:
A rising lapse rate usually points to payment failures or weakening value — investigate before it compounds
Strong recent signups for one tier tell you what's resonating
Comparing active counts across tiers shows where to focus benefits and pricing
Best Practices
Watch the lapse rate, not just the headline count. Total members can look flat while churn quietly eats your base.
Move fast on failed renewals. These members didn't choose to leave — a same-week nudge recovers many.
Prioritize recent lapses. The longer someone has been gone, the harder they are to win back.
Keep benefits visible. Members renew when they remember why they joined.
Send a pre-renewal heads-up. It's the cheapest churn reducer you have.
Troubleshooting
A member says they were charged but shows as lapsed.
Check the underlying status — a past-due flag can clear once a retried payment succeeds
Confirm their current billing period end date to see where they actually stand
I can't see the memberships tools.
Confirm your plan includes the Commerce Store bundle (Studio and up)
Make sure the correct organization is selected in the sidebar switcher
Win-back emails aren't sending to everyone.
Members reminded within the recent throttle window are skipped to avoid over-emailing; space out your sends or wait for the window to clear
