Convert a lead to a member

Web Mobile Owner · Admin · Manager

Steps

Open their record

Members → find the lead → open.

Click Convert to Member

Choose their plan

Every plan is available here, including Hidden ones — that’s the point of Hidden. Staff rates and comps live there.

Enter payment

Card or bank account. This creates their subscription on your Stripe account.

Handle documents

Any required documents are assigned. If you’ve marked documents Required for check-in, they’ll be prompted before their first visit.

Confirm

What activates

The moment conversion succeeds:

Status changes to Member
Their subscription starts, honoring trial days and setup fees on the plan
They can book and check in
They sync to your CRM with member tags
Onboarding messaging begins if enabled

If conversion fails

The most common causes:

Symptom	Cause
Card declined	Their bank rejected it — try another card
Status won’t change to Member	A required document is unsigned, or the subscription didn’t activate
“No organization” error	Rare session issue — sign out and back in

Conversion is atomic. If part fails, the whole thing rolls back — you won’t get a half-converted member charged but inactive.

Applying a different price

To give someone a rate that isn’t the plan price, use a price override or a discount percentage on their subscription rather than creating a one-off plan. Keeps your plan list clean.