How do members join and manage their card?

How customers join your loyalty scheme, why some memberships wait for an email confirmation, and what members can do in the customer portal.

Your scheme starts empty — customers opt in themselves. Membership always needs an email address, and every join is free.

Where customers join

• Your public pages — a tick-box appears wherever a customer enters their email: booking, event ticket, waitlist and Order & Pay checkout pages. It reads Join the loyalty scheme followed by your earn line (for example "Loyalty members earn a stamp with every visit." — customisable as the Public earn line on the More options step of the scheme set-up), and a one-line disclosure — "We'll email you about your rewards and track your visits to award stamps/points — see the privacy policy." Ticking the box also reveals an optional Birthday field (never required — it's saved to the customer profile when they join, and never overwrites a birthday already on file). If they book without ticking, a gentle once-per-session pop-up — "Fancy joining the loyalty scheme?" — offers a one-tap join afterwards. Customers who are already members never see the join ask again.
• The customer portal — a Join card on their account page for your restaurant, with the same earn line.
• Your venue page's Loyalty button — brand-new customers included. The Loyalty button on your public venue page leads signed-out customers to a proper join form (first name, optional last name and email) — no booking history needed. Joining emails them the usual confirmation link, and it also creates their customer record, so the My account sign-in works for them from then on. Customers already signed in go straight to their loyalty card as before, and an Already a member? Sign in link sits on the form.
• Staff can sign a customer up too (with the customer's agreement) — a Sign the customer up to the loyalty scheme tick-box while taking a booking, an Enrol in loyalty button on the customer's profile, or Enrol this customer front-of-house via the Scanner.

Instant or pending — the email confirmation

ResoFlow activates a membership on a proven email address — or a paid purchase:

• A customer who has previously signed in to the customer portal (so their email is proven) becomes an active member instantly.
• A customer who ticks the join box while paying for an event ticket (card money, or a gift card covering it) also becomes an active member instantly — paying is confirming, so no confirmation email stands between them and their card. The welcome email carries a one-click "this wasn't me, remove me" link, so a mistyped email can end the membership without needing to sign in.
• Anyone else becomes pending: they get a confirmation email — "Loyalty — welcome and confirm" in your email templates — and clicking its link activates the membership and proves their email in one step. Until then their card shows Awaiting confirmation, and no stamps or points move. If they turn up at the venue before clicking that link, staff don't have to turn them away: the Scanner's member card carries an Activate now button that confirms the membership on the spot — see Using the Scanner at the venue.

A pending member's portal card explains the step and has a Re-send confirmation email button, so nobody gets stuck over a lost email. ResoFlow also sends one automatic reminder a few days in — about two days before the 7-day confirmation link expires — with a fresh link; and if a pending membership does lapse, the join tick-box reappears on that customer's next booking. Because a paid join activates instantly, a brand-new member who joins while buying a ticket earns from that same purchase; only members who join through a free route (a booking with no payment, the venue-page form, the waitlist) wait for the email confirmation before stamps or points move.

What members see in the portal

An active member's portal shows their loyalty card: the scheme name, balance and progress ("7 of 9 stamps", with a nudge like "3 more stamps until Free dessert" towards the next reward), their member QR code to show at the venue, recent activity, the rewards catalogue, any saved offers, and — since members get emails — the Email preferences toggles including Loyalty updates. There's also a short built-in FAQ covering how the scheme works, wallet passes and how to leave, and members can leave the scheme themselves any time via the Leave the loyalty scheme link at the foot of their card (leaving permanently clears their balance, rewards progress and any un-used saved offers; their account and booking history are unaffected). Staff can see a member's saved and used offers on their customer profile in the dashboard. If you run invite rewards (the Invite a friend card on the Loyalty page's Scheme tab), an active member's card also shows an Invite a friend panel — Get my invite link reveals their personal code and link, Copy link copies it and Share opens the phone's share sheet — and the promo-code box becomes Add a promo or invite code, so a friend who was told a code can type it there while they are still new; see How does "Invite a friend" work in loyalty?. A refund or rejected-order reward return from an earlier membership does not change a fresh membership's balance after leaving and rejoining, or after the venue closes and recreates its programme. The original refund is still recorded.

Managing members from the dashboard

• The Loyalty page's Members tab lists everyone (viewing it needs the customer-list permission), sorted by lifetime earned, 20 rows at a time with a Load more button. Columns cover Name / Email / Balance / Lifetime earned / Joined / Status; a search box finds members by name, email or phone; and every row links through to the customer profile via View profile. Staff with the balance-adjustment permission also get an Adjust action on each active member's row — the same Add/Remove pad, required reason and manager approval as the Scanner's balance adjustment, recorded in the activity log the same way. Staff with the customer-export permission also see a Download CSV button — the export is logged in the activity log. Each member's full story lives on their customer profile: a loyalty strip at the top (balance, Active member or Awaiting confirmation, member since) and a Loyalty history card of every earn, redemption and adjustment. The history card also has a Print button (a print-friendly statement of the member's full history — joined date, every movement with a running balance, and current balance) and, for staff with the customer-export permission, a Download CSV button covering the same full history. If a member's movement history doesn't add up to their live balance (usually activity from before histories were recorded), the printed statement says so plainly rather than showing wrong maths.
• The Loyalty page's Summary tab (viewing it needs the customer-list permission, like the member list) shows your scheme at a glance for a chosen period — Today / Last 7 days / This week / This month / Last 30 days / Last 90 days / This year, or Custom dates: active members, memberships awaiting confirmation, new members in the period, how much was issued and redeemed, how much expired (balances that simply lapsed) shown separately from what was otherwise removed (refunds, corrections and leavers), the net change, and the outstanding balance members currently hold. A Where they joined card underneath breaks the period's new members down by route — booking page, event ticket checkout, waitlist, customer portal, your venue page, a screen at the venue, Order & Pay checkout, staff sign-ups and imports — biggest first, so you can see which of your join routes is actually doing the work. (Memberships from before joining routes were recorded show as "Not recorded"; the card is hidden entirely when nobody joined in the period.) It has its own Print and Download CSV buttons, and both carry the same figures and breakdown as the screen.
• Thanking everyone at once — the Members tab has a Give every member a bonus button (it needs the scheme-management permission, the one that lets you edit the scheme itself). Enter how many points or stamps each member gets and a reason of at least ten characters, and it lands on every active member's balance in one go. The reason shows on each member's own history, so write it for them ("Thanks for a great summer"). It asks for your password first, because it moves every balance you have, and the whole thing is recorded in the activity log. Members awaiting confirmation are skipped, and if the button is tapped twice nobody is given the bonus twice. There's no one-tap undo — correct an individual with Adjust afterwards.
• Merging duplicates? The merge dialog says it plainly: "Loyalty: their balances add together, and both customers' loyalty histories are kept." Changing a member's email carries their loyalty record to the new address.
• Switchers from another scheme — bring balances across in bulk with the customer CSV import's optional Loyalty Balance column (each balance creates or tops up that customer's membership — see How do I import customers, bookings and staff from a CSV file?), or credit the odd one by hand with the Scanner's Adjust balance (with a reason); every movement is logged.
• Erasure requests destroy loyalty balances — the delete confirmation warns you with the member's exact balance first, and the whole action is logged. See How do I handle a customer's data request?.

Members' quiet-spell housekeeping — deletion reminders and optional balance expiry with a warning email — is covered in How do I set up a loyalty scheme? and How long is booking data kept — and what do customers agree to?.

Related: How do I set up a loyalty scheme? · How does the Scanner work at the venue? · What can customers do in the customer portal?