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How to identify and manage incomplete Hub registrations

Understand why unpaid users show up in your Members list and how to manage access effectively

If you're seeing users in your Members list who haven’t completed their Hub registration, this article will show you how to identify them and manage access effectively.

How the registration flow works

By default, your Hub’s registration form may start with email capture, followed by plan selection and payment. In this setup, users who enter their email but don’t complete payment are still added to your Members list. However, they do not have access to your Hub. This allows you to capture leads for follow-up or manual review.

How to tell who paid vs. who didn't

In your Membership.io account, go to Contacts and find the user in question. When you click into their profile, you'll see a triangle with an exclamation mark under the Hub Access section. This means access was not granted because payment wasn't completed.

Unpaid user indicator

This icon indicates a lead who did not finish registration and requires your manual follow-up, if needed.

Show plan selection before email capture

To help filter low-intent leads early, you can reorder the registration form tabs to show them prices first before the email sign-up form This will result in fewer unpaid users in your Members list. 

⚠️ IMPORTANT: Reordering these tabs will change the order in which "Account Details" and "Select Your Plan" appear, but it does not impact the payment or checkout process.

To do this, select Register within the User Management section of your Hub editor.

Frame 1601

Click Form to access the Form section editor.

Click Form to access the form section editor

Drag and drop Select Your Plan before "Account Details."

GIF - MIO - Move form section tabs

Click Save.

How to grant Hub access to members who haven't finished their payment

If you want to allow discretionary access to someone who didn’t pay:

Go to Contacts and find the user account. Click Edit and grant them access to your Hub.

Learn more: How can I grant my members Hub access?

 

If you have any questions, feel free to reach out to us at help@membership.io.