Support / Members

Finding Member Information

The Members page lists everyone who has signed up on your website: paying members, free accounts and past members. Open any member to see their subscription, purchases, credits, logins and the emails we've sent them.

Find a member

Updated Oct 25, 2026

1. Log in to your dashboard and click Members under Reporting in the left menu.
   
   
2. The counts at the top show your Total Members, Active and Free accounts, members who are Cancelling (cancelled, with access remaining), Expired members, and how many have spent money or bought content.
   
   To find someone, type part of their email address, name or username into Live Search. The list updates as you type. To narrow the list instead, use the filters and click Filter:
   • Status: Active, Free or Previous Member.
   • Spending: Purchased Content, Has Spent or Never Spent.
   • Membership History: Had Membership or Never Had Membership.
   Click Clear to show everyone again.
   
   
3. Click a member's email address to open their details.

What you'll see for each member

Updated Oct 25, 2026

• Account Information: display name, username, email address and password.
• Subscription Information: membership status, when they joined, when their access expires, and the IP address and country they joined from.
• Latest Transactions and Subscriptions: their payments, rebills and any refunds.
• Credit History: credits they've bought, spent or been given.
• Entitlements: videos they've bought, with how many downloads they have left and when their access ends.
• Most Recent Logins and Email Activity: when and from where they logged in, and the mailing list emails you have sent them.

Help a member

Updated Oct 25, 2026

• Change Password: click Change Password at the top of their page to set a new password, for example when a member is locked out.
• Downloads ran out: under Entitlements, click Reset Downloads Remaining on the video to give them more downloads or extend their access.
• Delete Member Data: removes the member's personal details and login history, for example when they ask you to delete their account. It cancels any active subscription and they lose access. A private record of what they bought is kept to protect you against chargebacks. This can't be undone.

Export your members

Updated Oct 25, 2026

Click Export CSV to download a spreadsheet of your members with their name, username, email address and status. It includes the members that match your Status, Spending and Membership History filters, so leave them on All to export everyone. Live Search doesn't change the export. Tick Export email list only first if you only need email addresses, for example to import into Mailchimp or Kit.

Good to know: teammates with View Only access to Members can look up members but can't change passwords, downloads or delete data. See Inviting Teammates.

Need to give someone free access?

Updated Oct 30, 2026

We're happy to set up free memberships, videos or credits for you. Gifting isn't something you can do directly from your dashboard, so just ask us: email [email protected] with the member's email address, what you'd like them to have (for a membership, how long: 3, 7, 14 or 30 days, or 3, 6 or 12 months) and who it's for (a marketing partner, reviewer, performer or collaborator), and we'll take care of it. The member gets an email from your site and you get a copy. If plans change, ask us and we can take the gift back.