This training document walks you through how to manage and clean up contact groups for Trials and Members in Fit Pro Tracker. Using the Contact Group Management feature, you'll learn how to:
Identify and resolve miscategorized contacts
Understand each trial and member status
Clean up unlinked, inactive, or outdated records
Maintain accurate KPIs and reporting
Trials Management Feature
To access this feature, click on contact groups at the top of your screen.
Click on the Trials Group.
At the top of the Trials contact grid, you will notice Trials Management with 7 buttons that contain the number of contacts in each of the listed trial statuses. When you click on each status, the data is automatically filtered to include only the contacts in the selected status.
Unlinked - An unlinked status indicates that the trial does not have a linked billing profile. This means that there has never been payment information collected on the contact profile or a subscription added.
You can click on the Unlinked button to filter the contacts with an Unlinked status.
If you have contacts in the unlinked status and would like to verify that they don't have a billing profile set up, you can do so by clicking on one of the contact's names to view the contact profile.
Once you access the contact profile and click on the Billing tab, the system gives a prompt to create a billing profile. This indicates the contact was never set up on a trial.
If there is a contact in the Trials group with an unlinked status that contact was likely manually moved by a staff member to the Trials contact group.
The recommended action is to clean up this data by reviewing the contacts to determine whether they need a trial subscription added to their profile or whether they need to be moved to another contact group.
If the contact has verbally committed to a trial but you haven't collected information needed to start the subscription, you will move the contact to the Prospects contact group.
If the contact has not committed to a trial, you can add them back to the Leads contact group and continue to nurture them as a lead. You may move the contact to the Archive contact group if the contact requests no additional contact or if they have expressed that they are not interested.
Once you move the selected contacts and refresh your screen, you should see the number in the Unlinked status change. Your unlinked group should have 0 contacts at all times. Any other number indicates review is needed to move the contact accordingly.
Inactive - Often, the contacts you will find in the Inactive status will be trials that have expired but did not convert to a membership. Typically, these contacts were never moved out of the Trials contact group. They had a billing profile created, but they no longer have an active trial subscription. You can click the Inactive button to filter and review the contacts with this status.
In order to clean up your Inactive trials to get a more accurate total number of trials, you may move the Inactive Trials to another contact group as we did with the Unlinked contacts.
The most common action for this status is to move the contacts to the Past group to continue past member follow-up, if needed. The Inactive number should always be 0. If you see any other number, it is an indicator that those contacts need to be reviewed and moved accordingly.
Frozen - Contacts on a multiple payment trial who have been put on hold by a staff member for a pre-determined number of installments, will show in the frozen status. Once the number of freeze installments has passed, the client will automatically resume the remaining trial payments. Click the Frozen button to filter and view the contacts on Freeze. You may refer to the Pause/Freeze Report for details on when the contacts are expected to come off of freeze.
Pause - Contacts on a multiple payment trial subscription who are put on hold indefinitely by a staff member will show in this status. Pauses can be scheduled to start on a future date and can only be removed by a staff member. Click the Pause status button to filter the contacts on Pause.
Please note*: On single payment trials, there will not be a pause or freeze option since the payment was already made. On single payment trial subscriptions, staff will have the option to edit the start date, the end date, or cancel the membership. However, if the trial is a fixed multiple-payment subscription, once the first installment is made and the subscription is considered active, the pause and freeze option will be available.*
Active - The Active button filters the trial contacts that are on an active trial. This means they have made the first installment and their trial is underway.
You are able to see the details of the trial, including the subscription name, start date, and end date by scrolling to the columns on the right-hand side of the contact grid.
Scheduled - The Scheduled button will show any Trial that is scheduled to start at a future date. For scheduled trials the billing profile has been created, the payment information and the subscription have been added to the contact profile.
You can see the start date of the trial from the contact grid.
Please note: If the subscription is missing a start and end date, meaning that column on the contact grid is blank, you will need to manually enter the start and end date.
This often happens when a contact purchases through a checkout page that does not have a selected start date. See the checkout page configuration example below:
To add a start and end date, click on the contact name to access the contact profile.
Once on the client profile, click on the Billing tab, click the edit button next to the Trial subscription.
This will bring up the Edit Membership window. Select a start date. The end date will auto-populate based on the duration of the trial membership blueprint. Click Update to save the changes.
If today was selected as a start date, the contact will move to the Active status. If a future date was selected, the contact will move to the Scheduled status and the Start and End date will update on the Trials contact grid.
The best way to ensure that you are not missing checkout page purchases is to turn notifications on for Checkout in your Notification Center under Location Settings.
Once Inactive and Unlinked trials are removed from your Trials contact group, your list will contain more accurate data. This helps you to know exactly who is on an active trial subscription, who is scheduled to start a trial, and how many contacts are on freeze or pause.
Members Management Feature
The Members contact group contains a similar Members Management feature.
From your Contact Group, click on Members.
At the top of the Members contact grid you will notice Members Management with 7 buttons that contain the number of members in each of the listed member statuses. When you click on each status the data is filtered to include contacts in that status.
Unlinked - An unlinked status indicates that the member does not have a linked billing profile. This means that there has never been payment information collected on the contact profile or a subscription added.
You can click on the Unlinked button to filter the contacts with an Unlinked status.
If there is a contact in the Members group with an unlinked status, that contact was likely manually moved by a staff member to the Members contact group.
Once on the contact profile, click the Billing tab. The system will prompt you to create a billing profile. This indicates the contact was never set up on a trial or membership.
The recommended action is to clean up this data by reviewing the contacts to determine whether they need a subscription added to their profile or whether they need to be moved to another contact group.
If the contact has verbally committed to a membership but you haven't collected the information needed to start the subscription, you will move the contact to the Prospects contact group.
If the contact has not committed to a membership, you can add them back to the Leads contact group and continue to nurture them as a lead. You may move the contact to the Archive contact group if the contact requests no additional contact or if they have expressed that they are not interested.
Once you move the selected contacts and refresh your screen, you should see the number in the Unlinked status change. Your unlinked status should have 0 contacts at all times. Any other number indicates review is needed to move the contact accordingly.
Inactive - Often, the contacts you will find in the Inactive status will be members who have cancelled and no longer have an active subscription. Typically, these members usually weren't moved to the past members group after being cancelled so they are still reflected in your total members number. Click the Inactive button to filter and view contacts in this status.
To clean up your Inactive members, these contacts will need to be moved to the Past or Archived group if they truly are no longer members. This is the most common action for this contact status. If they should have a membership on their profile, you may add the membership, which will automatically move the contact to an Active or Scheduled status.
Frozen - Contacts on a membership who have been put on hold by a staff member for a pre-determined number of installments will show in the Frozen status. Once the number of freeze installments has passed, the client will automatically resume the regular membership payments. You may click the Frozen button to filter the contacts on Freeze.
To view the freeze details. click the contact name to access the contact profile.
Once on the contact profile you may view freeze details on the activity feed or by clicking the Billing button on the profile.
Pause - Contacts on a membership who are put on hold indefinitely by a staff member will show in the Pause status. Pauses can only be removed by a staff member. You may click the Pause status button to filter the contacts on Pause.
Active - The Active button filters members who are on an active membership. You are able to see the details of the membership, including the subscription name and the start date, by scrolling to the columns on the right-hand side of the contact grid.
The Subscription Plan name shown on the contact grid is the primary subscription on the contact profile.
The Primary Subscription is the subscription that Fit Pro Tracker is looking at to allow session booking. In the case there are multiple subscriptions for a member the add-on and challenge memberships should not be listed as the primary.
In the example below, the client has the Annual Facility Fee listed as the primary subscription. To view the other available subscriptions for this contact, click on the name of the contact to access the contact profile.
From the client profile, click on the Billing tab to view all of the active subscriptions for the contact.
Enable the Primary toggle for the membership that should allow booking. In this example this would be the Weekly Unlimited Bootcamp.
Typically, the primary membership is the first membership that is added to a contact profile when adding multiple memberships.
Scheduled - The Scheduled button will show any primary membership that is scheduled to start at a future date. The subscription has been added to the client profile with a future start date and is not considered active until the first installment is processed. The start date is reflected in the contact grid for quick reference.
Keeping your contact groups clean helps you:
Ensure accurate KPIs
Track true conversion and retention rates
Next Step: Review both Trials and Members groups regularly to catch miscategorized contacts early.