--- title: "Look after your event members and their perks | Ticket Fairy Guides" description: "Find a member, see their payments, their entries to your events and their history, and help them: cancel or pause a membership, refund a payment, change their tier, add people to a household, deliver perks and post members-only updates." canonical: "https://www.ticketfairy.com/guides/look-after-your-members" --- 1. [Ticket Fairy](https://www.ticketfairy.com/) 2. [Guides](https://www.ticketfairy.com/guides) 3. Look after your event members and their perks Memberships # Look after your event members and their perks Once fans start joining, promoters and venue teams answer their questions: a card that stopped working, a payment to refund, a partner to add, a welcome pack to post. Each member's page shows what happened and when, so anyone on your team can help without guessing. Takes: 9 minutes - [Open your members](#step-1) - [Find the member](#step-2) - [What each status means](#step-3) - [Open the member's page](#step-4) ## Before you start - You're an owner or admin of the brand. Ticket Fairy support can see your members but can't change their memberships. - Only owners, admins and Ticket Fairy staff see the **Members** and **To deliver** tabs. Team members with the **Stats** or **Limited Stats** role see the membership figures but not members' names, emails or addresses. - You know your refund policy, set under **Refunds** on the **Settings** tab. It starts as **No refunds (default)**. 1. ## Open your members In **Memberships**, open the **Members** tab to see everyone who has joined, newest first. 2. ## Find the member Enter a name, email or member number in **Search**, or filter the list by **Tier** or with **Show**. ## What each status means **Active** members have paid for the period they are in. **Payment problem** means a renewal did not go through: we try the card again over six days, and the member keeps their perks for 7 days while we do. **Ending** means the membership stops at the end of the paid period. **Ended** means the membership stopped, and the member's page says why: they ended it, your team ended it, payments kept failing, the current period was refunded, or a free or gifted membership reached its end. A member who started joining and never paid shows as **Not paid yet** and drops off after a day. A member who leaves inside your refund window has that payment shown as **Refunded**. 3. ## Open the member's page Select the member to see their **Membership** details, **Payments**, **Event entries**, **Perks**, **Vouchers** and **History**. **Note:** The history lists every change with who made it and when, including payments, cancellations, pauses and tier changes. The changes you can make are under **Actions**. ## Or have it done for you Fai, your AI teammate, can check sales, update your event or change a ticket when you ask. Fai can find a member and read their history, payments and entries, and download your members list. For changes, see each section below. ### In your dashboard, with Fai ``` Find the member in memberships and show me their tier, status, next payment and the events they came to ``` ## Cancel a membership 1. ### Choose when it ends On the member's page, select **End membership**, choose **At the end of the paid period** or **Now**, then select **End at period end** or **End now**. **Note:** Ending at the period end keeps every perk until then and stops the next payment. With **Now**, tick **Refund the current period** to refund it at the same time, and add an optional **Reason** for the member's history. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Undo a cancellation On the member's page, select **Keep membership** for a membership that is set to end at its period end, then confirm with **Keep membership**. The next payment goes back on the date it was due, and a membership that has already ended can't be kept, so the fan joins again from your join page. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Refund a payment Under **Payments** on the member's page, select **Refund** beside the payment, then **Refund payment**, whatever your refund policy says. Refunding the payment for the period they are in ends the membership straight away; refunding an older payment leaves it running. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Pause a membership On the member's page, select **Pause**, choose 1, 2 or 3 months in **How long**, then select **Pause membership**. The pause starts at the end of the period already paid for, nothing is charged during it, and the next period starts on the day the next payment is taken. **Note:** You can pause any paid membership, and **End the pause** stops a pause early. Members can pause their own on tiers where you turn on **Members can pause**. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Move a member to another tier On the member's page, select **Change tier**, choose the **New tier**, then select **Change tier**. The new tier must be **Open to join**, in the same currency and with the same monthly or yearly payments, and it starts with its price at the next payment. **Note:** A free membership moves to the new tier straight away. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Add people to a household membership On the member's page, select **Add a person**, enter their **First name**, **Last name** and, if they want their own card sent to them, **Email address**, then select **Add person**. Each person gets their own membership card and their own visits to your events, up to the **People on one membership** the tier allows, from 1 to 6. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Replace a lost or shared card On the member's page, select **Replace card**, then confirm with **Replace card**. Their old card stops working at once, and the member gets the new card in their membership page and wallet. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Give someone a free membership On the **Members** tab, select **Give a free membership**, enter their details and **Tier**, add an **End date** if it should stop, then select **Give membership**. They get the tier's perks and card and are never charged, which suits artists, crew and sponsors. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Deliver perks from your To deliver list 1. ### Open the To deliver list In **Memberships**, open the **To deliver** tab to see every perk you still owe, with the member and their postal address where the perk needs one. 2. ### Mark each perk delivered Select **Mark delivered** once you give the perk to the member or post it, or **Skip**, then add an optional **Note** such as a tracking number and select **Save**. **Note:** A delivered perk moves off the list and under **Delivered** in **Show**, so your team never posts the same pack twice. **Back to to deliver** puts one back on the list. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Post an update for members only 1. ### Draft the post On the **Posts** tab, start a new post with the button beside the **Posts** heading, then enter a **Title**, the **Post** text and an optional **Image or video link**. 2. ### Choose who sees it Under **Who can read it**, choose **All members** or **Members of tiers I choose** and pick the tiers. 3. ### Publish it Select **Publish**, or **Save draft** to finish it later. **Note:** **Email members when I publish** is ticked for a new post, so untick it to publish without an email. Members read posts on their membership page, newest first. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Download a list of your members On the **Members** tab, choose the **Tier** and **Show** filters you want, then select **Export members**. We prepare the file in the background, and **Download file** appears when it is ready. **Note:** Only the brand's owners and admins can export members. Fai can do this for you once you approve it: she shows you the member and the change first, because it changes their membership or their money. ### In your dashboard, with Fai ``` For the member in memberships, show me their membership and the change you would make, then ask me before you make it ``` ## Questions you might have **Where do I see a member's credit and birthday?** On the member's page. On a tier with member credit, **Member credit** shows the **Credit left**, the date it **Runs out on** and the latest credit the member was given, spent, lost or got back after a refund. **Birthday** shows the day and month the member gave, or that they haven't given it yet. **What can members change themselves?** From their membership page, members can cancel at the end of their period and change their mind, get their latest payment back if your refund window allows it, switch tier from their next payment, update their card, add people to a household membership, replace their card, and pause where the tier allows it. **What happens when a member's card expires?** We email them before the next payment to ask for a new card. If a payment fails, we try again over six days and they keep their perks for 7 days, and a new card is charged as soon as they add it. **Do yearly members get a reminder before they renew?** Yes. Yearly members get an email 7 days before each renewal, so the payment never comes as a surprise. **Can two people on my team change the same member at once?** Each change is checked against the member's latest state, so two changes can't overwrite each other. If someone else changed the member first, you see their change before you try again. **Can a member get their money back when they cancel?** Only if you offer a refund window. With No refunds, the default, a member who cancels keeps their perks until the end of the period they paid for. With a window, a member who cancels within that many days of a payment gets it back, unless they came to an event that started or had a perk marked delivered in that period. **Can a member get a partial refund for the rest of their period?** A refund covers a whole payment. To end a membership early without a refund, choose **Now** in **End this membership** and leave **Refund the current period** unticked. ## Still have a question? Book a demo and we will answer it on a call, on your kind of event. Or create your account and see it for yourself. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## Related guides - [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/add-ons-and-upsells) - [Sell monthly and yearly memberships to your event fans](https://www.ticketfairy.com/guides/sell-memberships-to-your-fans) - [Let members into your events with their membership card](https://www.ticketfairy.com/guides/let-members-into-your-events-with-their-membership-card) - [Give members early entry, free drinks and more at your events](https://www.ticketfairy.com/guides/give-members-early-entry-free-drinks-and-more) - [Grow your event membership with offers, free trials and gifts](https://www.ticketfairy.com/guides/run-membership-offers-free-trials-and-gift-memberships) - [Reward members who bring friends into your event membership](https://www.ticketfairy.com/guides/reward-members-who-bring-in-new-members) - [Every Ticket Fairy guide](https://www.ticketfairy.com/guides) ## Do this on your own event Create your account, build your event and follow the steps in your own dashboard. You do not need to book a sales call. [Create a free account](https://manage.ticketfairy.com/welcome) [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) ## Sell tickets with Ticket Fairy Start free with unlimited events and no monthly fee, and choose a paid plan when you need more. - Set up your event in minutes - Free events are free - Fai, your AI teammate, is built in [Create a free account](https://manage.ticketfairy.com/welcome) No setup fees. No monthly fee. No credit card required. ## See it on a call Book a demo and we will show you how Ticket Fairy handles your kind of event. [Book a demo](https://www.ticketfairy.com/event-ticketing/book-a-demo) [More ways to use Ticket Fairy](https://www.ticketfairy.com/features/add-ons-and-upsells) ### Tips for selling more tickets Practical advice from working event organizers, and every new guide as it is published. We respect your privacy. Unsubscribe anytime. --- This page is on Ticket Fairy, a ticketing, marketing and operations platform for live events and the venues that host them: festivals, club nights, concerts, conferences and tours, and night clubs, beach clubs and concert venues. It grows revenue with fan rewards that turn an audience into a sales channel, and runs the money side with payments and payouts, Vault business banking, and working capital advanced against ticket sales. [How Ticket Fairy ticketing works](https://www.ticketfairy.com/event-ticketing) ยท [Ticket Fairy for AI assistants](https://www.ticketfairy.com/llms.txt)