Membership One — Administrator Manual
This manual is intended for Club Admins, Franchise Admins, System Admins, and specialized lateral roles (Finance Admin, Sales/Marketing Admin, Support Agent, Operations Manager, Access Control Admin). It covers every feature available in the Membership One Admin Web App.
1. Getting Started
1.1 Logging In
- Open your organization's Admin URL in a modern browser (Chrome, Firefox, Safari, or Edge).
- Enter your email address and password.
- Click Log In. You will be redirected to the Admin Dashboard.
If your account has been locked after 5 failed attempts, wait 15 minutes or contact your System Admin.
1.2 Dashboard Overview
The dashboard is your landing page. It displays six KPI cards at a glance:
| Card | Description |
|---|---|
| Total Active Members | Count of members with an active contract |
| New Registrations | Members who joined in the current month |
| MRR | Monthly Recurring Revenue from active memberships |
| Open Debt | Total unpaid or overdue transaction amount |
| Check-ins Today | Facility check-ins recorded today |
| Contracts Expiring | Contracts expiring within the next 30 days |
Below the KPI cards, Action Items link directly to items requiring attention: overdue payments, pending contracts, and expiring contracts.
1.3 First Steps After Login
- Navigate to Settings > General and verify your organization's name, address, timezone, and currency.
- Go to Settings > Security and configure password policy (minimum length, uppercase, number).
- Go to Settings > Billing and set the billing day of month and connect your My-Factura API key.
- Create at least one Membership Template under Contracts > Templates.
- Invite staff users under Settings > Users with appropriate roles.
1.4 Go-Live Checklist
- Organization details configured (name, address, logo, timezone)
- Password policy set
- My-Factura API key connected and verified
- At least one membership template created and marked active
- Admin and staff user accounts created with correct roles
- Access zones defined (if using check-in hardware)
- Email templates customized (welcome, payment confirmation, payment reminder)
- Test member created and test billing cycle executed
- Data import completed (if migrating from another system)
- Branding colors configured
1.5 Navigation
Desktop (1024px and wider): A persistent NavigationRail on the left provides access to all sections: Dashboard, Members, Contracts, Transactions, Billing, Courses, Events, Resources, Check-in, Access, CRM, Support, Accounting, Shop, Trainers, Franchise, Documents, Imports, Reports, Settings.
Tablet and Mobile (below 1024px): A hamburger menu opens a drawer with the same navigation items.
2. Member Management
2.1 Member List
- Search: Full-text search across name, email, member number, and phone.
- Filter: Status chips — All, Active, Suspended, Cancelled.
- Sort: Click any column header (Name, Email, Member Number, Status, Joined Date).
- Pagination: Configurable page size (25, 50, 100 rows per page).
- Row click: Opens the member detail view.
2.2 Create Member (4-Step Wizard)
- Personal Data — First name, last name, email, phone, address, birthday, gender.
- Bank Account — IBAN (validated via ISO 13616 Mod 97), account holder name, SEPA mandate authorization.
- Membership — Select a membership template, set start date and first billing date.
- Confirmation — Review all entered data, then click Create Member.
The system generates a unique member number automatically (format: M-{entityId}-{sequence}).
2.3 Member Detail View (7 Tabs)
| Tab | Content |
|---|---|
| Personal Data | Name, email, phone, address, birthday, gender, member number, status, custom attributes. Click Edit to modify. |
| Emergency Contacts | Name, phone, relationship for each contact. Add, edit, or remove. |
| Contracts | All contracts with status, dates, pricing. Actions: Cancel, Suspend, Resume. |
| Transactions | Full payment history with amounts, types, and status. |
| Check-ins | Facility access log with timestamp, zone, and method (QR, NFC, BLE, manual). |
| Documents | Linked contracts, invoices, uploaded files. Download or delete. |
| Notes | Admin notes visible only to authorized staff. |
2.4 Import Members
Navigate to Imports > New Import to bulk-import members from CSV files. The import wizard has four steps:
- Upload — Select your CSV file and choose a source system template (easyVerein, ClubDesk, Magicline, SPORTSCLUB, or Generic).
- Mapping — Map CSV columns to Membership One fields. The system auto-maps known columns.
- Preview — Review the first 10 rows with validation results. Errors are highlighted in red.
- Execute — Run in dry-run mode first (no data written), then execute for real. Progress bar shows completion.
2.5 Export Members
From Settings > Data Export, export member data in CSV, Excel, or JSON format with configurable columns. For GDPR Art. 20 data portability requests, use the dedicated GDPR Export button to generate a complete JSON file of a member's personal data.
2.6 Custom Attributes
Custom attributes allow you to add tenant-specific fields to member profiles (stored as JSONB). Configure them under Settings > Custom Attributes. Supported types: text, number, date, boolean, dropdown.
3. Contracts and Memberships
3.1 Membership Templates
Navigate to Contracts > Templates to manage your membership offerings.
Template fields: - Name, description, monthly price (net), billing cycle (Monthly, Quarterly, Semi-Annual, Annual) - Minimum duration, cancellation notice period (in months) - Features (add as chips, displayed to members in the catalog) - Max capacity (optional, limits how many members can hold this membership) - Age restrictions (minimum and maximum age) - Active toggle (inactive templates are hidden from the catalog)
3.2 Purchase Flow
When a member purchases a membership (either self-service or admin-initiated):
- Member selects a template from the catalog.
- Member provides bank account details and signs a SEPA mandate.
- Member reviews terms and conditions and accepts.
- Member digitally signs the contract.
- Contract is created with status ACTIVE. First billing date is recorded.
The contract price is locked in at purchase time. Template price changes do not affect existing contracts.
3.3 Contract Status Lifecycle
| Status | Description |
|---|---|
| DRAFT | Created but not yet signed |
| ACTIVE | Signed and in effect, billing runs against this contract |
| SUSPENDED | Temporarily paused (e.g., medical leave), billing is halted |
| CANCELLED | Cancellation requested, effective at end of notice period |
| EXPIRED | End date reached or cancellation took effect |
3.4 Contract Actions
- Cancel — Enter a mandatory cancellation reason. The system validates the cancellation notice period and calculates the effective end date.
- Suspend — Temporarily halts billing. The contract remains in the system.
- Resume — Reactivates a suspended contract and resumes billing.
3.5 Renewal
Contracts with auto-renewal enabled are automatically extended at the end of their term. Members receive a notification email before renewal. They can opt out during the cancellation notice window.
4. Billing and Payments
4.1 Billing Cycle
The billing engine runs nightly at 02:00 and processes all active contracts whose nextBillingDate is today or earlier. For each contract, it:
- Calculates the amount (net price + VAT).
- Creates a local transaction record.
- Submits the transaction to Cash360 (My-Factura) via the Public API.
- Updates the contract's
nextBillingDateto the next billing interval.
Billing is idempotent: if a transaction already exists for a billing period, it will not be created again.
4.2 Manual Billing Trigger
From the Billing Dashboard, click Trigger Billing to manually run the billing cycle. A confirmation dialog warns that this will process all due contracts.
4.3 Billing Dashboard
The billing dashboard shows four KPI cards: - Total Open Debt — Sum of all unpaid transactions - MRR — Monthly Recurring Revenue - This Month Billing — Total billed in the current month - Failed Payments — Count of transactions with FAILED or RETURNED status
Below the cards, an Overdue Transactions Table lists all overdue items with the number of days overdue.
4.4 Transaction Management
Navigate to Transactions to see all payment records.
- Filter by status: All, Paid, Pending, Overdue, Submitted, Failed.
- Sort by any column (ID, Description, Amount, Type, Status, Date).
- Click a row to view the full transaction detail.
4.5 Storno (Cancellation/Credit Note)
To reverse a payment: 1. Open the transaction detail. 2. Click Storno. 3. Choose Full Storno (entire amount) or Partial Storno (enter the partial amount). 4. Confirm. A credit note transaction is created automatically with a negative amount.
The original transaction is marked as void. The credit note appears in the member's transaction history.
4.6 Manual Payment Recording
For cash or bank transfer payments received outside the automated system, click Record Payment on a pending transaction and enter the payment details.
4.7 SEPA Direct Debit
SEPA transactions are managed via Cash360. The lifecycle is: 1. NEW — Transaction created locally 2. ACCEPTED — Cash360 validated the transaction 3. EXPORTED — Cash360 generated SEPA XML and submitted to the bank 4. PAID — Bank confirmed successful debit 5. RETURNED — Bank rejected the debit (insufficient funds, closed account)
Status updates arrive via webhooks from Cash360 or via the 15-minute polling fallback.
4.8 Financial Reports
From the Billing Dashboard or Reports section, generate financial reports including: revenue by month, revenue by template, average revenue per member, and outstanding debt aging.
5. Courses and Events
5.1 Course Management
Navigate to Courses to manage recurring group sessions.
Create a course: - Name, description, trainer (select from registered trainers) - Schedule: day of week, start time, end time, recurrence rule (RRULE) - Max participants, location (select from resources) - Fee (optional, for paid courses)
5.2 Course Registrations
View registrations on the course detail screen under the Registrations tab. Members can register themselves via the mobile app. When a course reaches max capacity, additional registrations go to the waitlist. If a registered member cancels, the first waitlisted member is automatically promoted.
5.3 Attendance Tracking
On the course detail screen, the Attendance tab allows trainers and admins to mark attendance for each session. Use the All Present button to quickly mark all registered members as attended.
5.4 Events
Navigate to Events to manage one-time happenings (workshops, seminars, open days).
Event fields: Title, description, date/time, location, max capacity, fee, registration deadline, status (DRAFT, PUBLISHED, COMPLETED, CANCELLED).
Events can be published to make them visible to members. Registration, waitlist, and attendance work the same as courses.
6. Resources and Booking
6.1 Resource Types
Navigate to Resources to manage bookable assets: - Rooms — Studios, courts, meeting rooms - Equipment — Treadmills, bikes, weights, specialized equipment - Areas — Swimming pools, outdoor fields, parking spots
Each resource has: name, description, type, capacity, location, operating hours, and active status.
6.2 Booking Calendar
The booking list shows all reservations with date, time, resource, and member. Admins can create bookings on behalf of members or cancel existing ones.
6.3 Conflict Detection
The system prevents double-booking. When creating a booking, if the requested time slot overlaps with an existing reservation for the same resource, an error message is displayed.
7. Check-in and Access Control
7.1 Check-in Methods
| Method | Description |
|---|---|
| QR Code | Member opens QR code in mobile app, scans at kiosk reader |
| NFC | Member taps NFC card or wristband on reader |
| BLE | Automatic check-in via Bluetooth Low Energy beacon (proximity-based) |
| OSDP | Open Supervised Device Protocol for access control panels |
| Gantner | Integration with Gantner Essecca access control hardware |
| Manual | Receptionist manually checks in a member by name or member number |
7.2 Access Zones
Navigate to Access > Zones to define areas of your facility. Each zone has: - Name, description, type (ENTRY, AREA, RESTRICTED) - Day-of-week rules (e.g., pool closed on Mondays) - Time rules (e.g., gym open 06:00-22:00) - Required membership level (restrict zones to certain templates)
7.3 Check-in Logs
Navigate to Check-in to view the access log. Filter by zone, method, date range, or member. Each log entry shows: member name, timestamp, zone, method, and result (GRANTED or DENIED with reason).
7.4 Anti-Passback
Anti-passback prevents a member from checking in again within a configurable time window (default: 15 minutes). This prevents credential sharing. The check-in is denied with a clear message.
7.5 Check-in Denial Reasons
| Reason | Description |
|---|---|
| NO_ACTIVE_CONTRACT | Member has no active membership |
| UNPAID_BALANCE | Member has overdue payments (configurable threshold) |
| ZONE_RESTRICTED | Member's membership does not include this zone |
| OUTSIDE_HOURS | Check-in attempted outside zone operating hours |
| ANTI_PASSBACK | Too soon since last check-in |
| CREDENTIAL_INVALID | QR code expired or NFC card not recognized |
| DAY_RESTRICTED | Zone is closed on this day of the week |
8. Communication
8.1 Email Templates
Navigate to Communication > Templates to manage email templates. Each template has:
- Name, channel (EMAIL, PUSH, SMS), locale (language)
- Subject and body (Thymeleaf syntax with variables like ${member.firstName})
- Organization branding (logo, colors) is applied automatically
The system uses a locale fallback chain: requested locale -> organization default locale -> English.
8.2 Automatic Notifications
The following events trigger automatic notifications: - Member registered — Welcome email with verification link - Payment received — Payment confirmation - Payment failed — Payment failure alert with retry information - Contract renewal — Renewal reminder before the renewal date
8.3 Bulk Messaging
Send a message to multiple members at once: 1. Navigate to Communication > Bulk Message. 2. Select recipients (all members, by status, by template, or custom selection). 3. Choose a template or compose a message. 4. Preview the message for a sample recipient. 5. Click Send. Messages are queued via RabbitMQ and delivered asynchronously.
Bulk messaging is rate-limited to 100 messages per minute per organization to prevent abuse.
8.4 Notification History
The communication list shows all sent messages with status (SENT, DELIVERED, FAILED, PENDING), channel, recipient, and timestamp.
9. CRM and Sales
9.1 Lead Management
Navigate to CRM > Leads to manage prospective members.
Lead fields: Name, email, phone, source (Website, Walk-in, Referral, Social Media, Event, Partner, Other), status (NEW, CONTACTED, QUALIFIED, PROPOSAL, NEGOTIATION, WON, LOST), tier (STARTER, TEAM, PROFESSIONAL, ENTERPRISE), assigned sales rep, notes.
- Create a lead manually or import from external sources.
- Search leads by name, email, or source.
- Assign a lead to a sales representative.
- Convert a qualified lead to a member with one click (pre-fills member creation form).
9.2 Deal Pipeline (Kanban Board)
The Pipeline Board displays deals as cards in a horizontally scrollable Kanban view. Each stage column shows the deal count and total value. Drag cards between stages or click to view deal details.
Default pipeline stages: Qualification, Needs Analysis, Proposal, Negotiation, Contract Sent, Verbal Agreement, Trial, Closed Won, Closed Lost.
9.3 Activities
Track interactions with leads and deals: - Types: Call, Email, Meeting, Note, Task, Demo - Fields: Subject, description, date, duration, outcome - Activities appear on the lead/deal detail screen as a chronological timeline.
9.4 Conversion Reports
The CRM reports tab provides four views: - Conversion Funnel — Lead-to-member conversion rates by stage - Pipeline Value — Total weighted pipeline value by stage - Source Distribution — Lead count and conversion rate by source channel - Velocity — Average time from lead creation to conversion
10. Support
10.1 Ticket Management
Navigate to Support > Tickets to manage support requests.
Ticket fields: Ticket number (auto-generated T-XXXXX), subject, description, category (BILLING, TECHNICAL, MEMBERSHIP, ACCESS, GENERAL), priority (LOW, MEDIUM, HIGH, CRITICAL), status (OPEN, IN_PROGRESS, WAITING, RESOLVED, CLOSED), assigned agent, SLA deadline.
Actions: - Assign a ticket to a support agent - Comment — Add internal notes (staff-only) or public replies (visible to member) - Resolve — Mark as resolved and prompt for CSAT rating (1-5) - Close — Final closure after resolution - Reopen — Reopen a previously resolved ticket
10.2 SLA Tiers
| Tier | First Response | Resolution Target |
|---|---|---|
| Starter | None | None |
| Team | 24 hours | 120 hours |
| Professional | 4 hours | 72 hours |
| Enterprise | 1 hour | 48 hours |
SLA breach detection runs every 15 minutes. Breached tickets are flagged in the ticket list.
10.3 Knowledge Base
Navigate to Support > Knowledge Base to manage self-help articles.
- Create articles with title, category, body (rich text), and tags.
- Articles are assigned a URL slug (auto-generated from title).
- Track view count and helpful count (thumbs up/down).
- Articles are visible to members in the mobile app's Help section.
11. Accounting
11.1 General Ledger
Navigate to Accounting > Ledger to view all accounting entries. Filter by year, month, and account number. Each entry follows double-entry bookkeeping: every transaction creates a debit entry and a corresponding credit entry.
Entry fields: entry number (auto-incremented), date, account (SKR03), description, debit amount, credit amount, cost center, reference (transaction ID).
11.2 Automatic Posting
The system automatically creates accounting entries for financial events via RabbitMQ: - Invoice created — Debit: Accounts Receivable (1400), Credit: Revenue (8400) - Payment received — Debit: Bank (1200), Credit: Accounts Receivable (1400) - Storno — Reversal posting of the original entry - Rejection — Debit: Accounts Receivable (1400), Credit: Bank (1200) - Provider fee — Debit: Bank Fees (4970), Credit: Bank (1200)
11.3 DATEV Export
Navigate to Accounting > DATEV Export to generate export files compatible with your tax advisor's DATEV software.
- Select the date range (month or custom period).
- Enter your DATEV consultant number and client number.
- Click Preview to see the CSV content.
- Click Export to download the file.
The export follows the DATEV Buchungsstapel EXTF v700 format with proper BU-Schluessel codes, S/H debit/credit indicators, and DDMM date format.
11.4 Period Close
Navigate to Accounting > Period Close to close a month or quarter: 1. Select the period (year and month). 2. Review the period summary (total debits, total credits, balance). 3. Click Close Period. Closed periods cannot be modified.
11.5 Reconciliation
Navigate to Accounting > Reconciliation to compare local accounting entries against Cash360 transaction data. The system identifies:
| Category | Description |
|---|---|
| MATCHED | Entry matches Cash360 transaction exactly |
| AMOUNT_MISMATCH | Amounts differ between local and Cash360 records |
| MISSING_ENTRY | Cash360 transaction has no local accounting entry |
| ORPHAN_ENTRY | Local entry has no matching Cash360 transaction |
| TIMING_DIFFERENCE | Dates differ but amounts match |
11.6 Cost Centers
Navigate to Accounting > Cost Centers to manage organizational cost centers. Default cost centers are created during setup (Administration, Sports Operations, Facility, Marketing, Education). You can add custom cost centers and assign them to accounting entries for departmental reporting.
12. Shop
12.1 Product Catalog
Navigate to Shop > Inventory to manage products available for purchase: merchandise, supplements, equipment, and services.
Product fields: Name, description, price (net), VAT rate, stock quantity, category, image, active toggle.
Low stock alerts are sent via RabbitMQ when stock falls below a configurable threshold.
12.2 Order Management
Navigate to Shop > Orders to view and manage orders.
Order fields: Order number (auto-generated SO-{YYYY}-{sequence}), member, items, total amount, status, date.
Order status lifecycle:
| Status | Description |
|---|---|
| PENDING | Order placed, awaiting payment or fulfillment |
| CONFIRMED | Payment received or approved |
| SHIPPED | Physical goods dispatched |
| DELIVERED | Goods received by member |
| CANCELLED | Order cancelled before fulfillment |
| REFUNDED | Payment refunded after cancellation or return |
12.3 Refunds
To refund an order: 1. Open the order detail. 2. Click Refund. 3. Select full or partial refund and enter the reason. 4. Confirm. The refund is recorded as a credit note in the transaction history.
13. Reports
13.1 Report Dashboard
Navigate to Reports to access analytics organized in four tabs with a date range selector.
13.2 Available Reports
| Tab | Metrics |
|---|---|
| Demographics | Age distribution, gender split, geographic distribution by postal code |
| Financial | Revenue by month, revenue by template, average revenue per member, outstanding debt aging |
| Retention | Churn rate, average member lifetime, cancellation reasons breakdown |
| Activity | Check-in frequency, peak hours heatmap, popular resources, course attendance rates |
13.3 Date Ranges
Choose from predefined ranges: This Month, Last 3 Months, This Year, or set a custom date range.
13.4 CRM Reports
Additional reports in the CRM section: Conversion Funnel, Pipeline Value, Source Distribution, and Lead Velocity.
13.5 Accounting Reports
Available from the Accounting section: Profit & Loss Statement (revenue vs. expenses by account) and Balance Report (assets, liabilities, equity snapshot).
14. Settings
14.1 Organization (General Tab)
- Organization name, legal name, address, phone, email
- Timezone, locale (default language), currency
- Tax ID / VAT number
14.2 Branding (Branding Tab)
- Primary color and accent color (hex values)
- Logo upload (displayed in emails, PDF documents, and the member app)
- These colors and logo are applied to all generated PDFs (contracts, invoices, member cards) and email templates.
14.3 Security (Security Tab)
- Minimum password length (6-20 characters)
- Require uppercase letter (toggle)
- Require number (toggle)
- Account lockout: failed attempts threshold (default: 5) and lockout duration (default: 15 minutes)
14.4 Billing (Billing Tab)
- Billing day of month (1-28)
- My-Factura API key (encrypted, masked in UI)
- Cash360 webhook URL (auto-configured)
14.5 User Management
Navigate to Settings > Users to manage admin and staff accounts.
- Create user: First name, last name, email, role (dropdown: System Admin, Club Admin, Staff, Receptionist, Trainer, Finance Admin, Sales/Marketing Admin, Support Agent, Operations Manager, Access Control Admin), temporary password.
- Edit user: Update name, email, role. Force password change on next login.
- Deactivate: Soft-deletes the user (preserves audit trail, prevents login).
14.6 Role Permissions
| Role | Scope |
|---|---|
| System Admin | Full platform access, user management, settings |
| Club Admin | Full access within their organization |
| Staff | Members, contracts, transactions, check-in |
| Receptionist | Member lookup, check-in, basic member management |
| Finance Admin | Accounting, DATEV, billing, transactions |
| Sales/Marketing Admin | CRM, leads, deals, campaigns |
| Support Agent | Tickets, knowledge base, member communication |
| Operations Manager | Resources, booking, maintenance |
| Access Control Admin | Zones, credentials, check-in hardware |
14.7 Integrations
- My-Factura (Cash360): API key, webhook URL, connection status
- Gantner Essecca: Hardware integration for access control (configured per zone)
- DATEV: Consultant number, client number
- Slack: Notification channel integration (optional)
- iCal: Calendar feed URLs for courses and member schedules (RFC 5545)
15. Franchise
Franchise features are available to organizations with the Enterprise tier and a multi-location setup.
15.1 Franchise Dashboard
The franchise dashboard aggregates KPIs across all locations: - Total members, total revenue, average MRR per location - Location-by-location comparison table
15.2 Location Management
View all locations (child entities) with their status, member count, and revenue. Click a location to switch context and manage it as a standalone organization.
15.3 Benchmarking
Compare locations using weighted scoring across key metrics: - Member growth rate - Revenue per member - Churn rate - Check-in frequency - Course attendance rate
15.4 Template Propagation
Push membership templates, email templates, and branding settings from the franchise parent to all child locations. Brand-locked fields (defined in brandLocking JSONB) cannot be modified by individual locations.
15.5 Cross-Location Check-in
Members with cross-location privileges can check in at any location within the franchise network. The system validates the member's credentials and contract across entities.
15.6 Financial Reports
Consolidated financial reports across all locations: total revenue, revenue by location, cost allocation, and franchise fee tracking.
Appendix A: Keyboard Shortcuts
| Shortcut | Action |
|---|---|
/ |
Focus the search field |
Esc |
Close the current dialog or drawer |
Ctrl+K |
Open global search |
Appendix B: Status Codes Reference
Contract Statuses
| Code | Label | Description |
|---|---|---|
DRAFT |
Draft | Created but not yet signed by the member |
ACTIVE |
Active | Signed and in effect, billing active |
SUSPENDED |
Suspended | Temporarily paused, billing halted |
CANCELLED |
Cancelled | Cancellation requested, effective at notice period end |
EXPIRED |
Expired | Term ended or cancellation took effect |
Transaction Statuses
| Code | Label | Description |
|---|---|---|
NEW |
New | Created locally, not yet submitted to Cash360 |
ACCEPTED |
Accepted | Cash360 validated the transaction |
EXPORTED |
Exported | SEPA XML submitted to bank |
PAID |
Paid | Bank confirmed successful debit |
RETURNED |
Returned | Bank rejected the debit |
FAILED |
Failed | Processing error |
OVERDUE |
Overdue | Past due date, unpaid |
CANCELLED |
Cancelled | Reversed via storno |
Order Statuses
| Code | Label | Description |
|---|---|---|
PENDING |
Pending | Awaiting payment or fulfillment |
CONFIRMED |
Confirmed | Payment approved |
SHIPPED |
Shipped | Physical goods dispatched |
DELIVERED |
Delivered | Received by member |
CANCELLED |
Cancelled | Cancelled before fulfillment |
REFUNDED |
Refunded | Payment refunded |
Ticket Statuses
| Code | Label | Description |
|---|---|---|
OPEN |
Open | New ticket, awaiting assignment |
IN_PROGRESS |
In Progress | Assigned agent is working on it |
WAITING |
Waiting | Awaiting member response or external input |
RESOLVED |
Resolved | Solution provided, awaiting CSAT |
CLOSED |
Closed | Finalized and archived |
Ticket Priorities
| Code | Label | SLA Impact |
|---|---|---|
LOW |
Low | Standard response time |
MEDIUM |
Medium | Standard response time |
HIGH |
High | Escalated response time |
CRITICAL |
Critical | Immediate attention required |
Onboarding & Provisioning
Configuration Wizard
When you first log in as an admin, the Setup Wizard guides you through 6 steps to configure your organization:
- Scenario -- Select your situation: Founder (new business), Expansion (additional location), or Migration (switching from another system).
- Organization Profile -- Enter your organization name, address, business type, and expected member count. Upload your logo.
- Membership Plans -- Pre-populated plans based on your business type. Edit plan names, prices, and billing cycles. Add or remove plans as needed.
- Payment Setup -- Enter your IBAN and BIC for SEPA direct debit. Choose your billing day (1-28). Review the SEPA mandate preview.
- Communication -- Set the "From Name" and "From Email" for member notifications. Preview the welcome email template.
- Team Invitation -- Add team members by name, email, and role. They will receive an invitation email to set up their accounts.
Each step is saved independently. If you leave the wizard, you can resume where you left off on your next login.
Go-Live Checklist
The Getting Started card on your admin dashboard tracks 8 items that must be completed before your organization is fully operational:
| # | Item | How to Complete |
|---|---|---|
| 1 | Organization profile complete | Fill in name, address, and phone in Settings > General |
| 2 | Membership plan active | Create at least one active plan in Templates |
| 3 | Payment configured | Add a bank account with valid IBAN in Settings > Billing |
| 4 | Team member invited | Create at least one additional user in Users |
| 5 | Members added | Create at least one member in Members |
| 6 | Welcome email customized | Edit the welcome email template in Settings |
| 7 | Test transaction run | Process at least one transaction in Transactions |
| 8 | Branding set | Upload your organization logo in Settings > Branding |
When all 8 items are complete, you will see a "You're Live!" success message.
Customer Health Dashboard (Vendor Admins)
Vendor-level administrators can monitor the health of all tenant organizations via Health in the navigation:
- Summary Cards -- Total customers, Healthy (Green, score 70-100), At Risk (Yellow, score 40-69), Critical (Red, score 0-39).
- At-Risk Table -- Lists organizations sorted by health score, showing trend arrows (improving/declining/stable), last login date, and primary concern (the lowest-scoring dimension).
- Health Detail -- Click any organization to see a breakdown of 5 dimensions (Login Frequency 25%, Feature Adoption 25%, Member Activity 20%, Payment Health 20%, Support Sentiment 10%), score history over 12 weeks, and action buttons (send check-in email, create support ticket, schedule call).
Tenant Provisioning (Vendor Admins)
Vendor-level administrators can create new tenant organizations via Onboarding in the navigation:
- Select the onboarding scenario (Founder, Expansion, or Migration).
- Fill in organization details: name, admin email, admin full name.
- Choose a tier (Starter, Team, Professional, Enterprise).
- Optionally select an industry template (Fitness Studio, Sports Club, Martial Arts, Yoga Studio, Dance School).
- Configure locale, currency, and timezone.
- Click Start Provisioning to begin the automated 7-step setup (< 60 seconds).
The progress view shows real-time status for each step. If provisioning fails, use the Retry button.
Language Support
The admin panel supports 32 languages. Change your language via Settings > General > Locale or via the language switcher in the navigation. Arabic and Hebrew feature full right-to-left (RTL) layout support.
Troubleshooting
| Issue | Solution |
|---|---|
| Cannot access admin panel | Verify your account has an admin role (Staff or higher). Contact your System Admin. |
| "Insufficient permissions" | Your role does not have access to this feature. Contact your Club Admin for a role upgrade. |
| Data not updating | Click the refresh button or pull down to refresh the current view. |
| Settings not saving | Check for validation errors (red text below fields). Reload the page if you see "Data was modified by another user". |
| Export not downloading | Check your browser's download permissions and disable pop-up blockers. |
| Billing not running | Verify the My-Factura API key is configured and the connection status is "Connected" in Settings > Billing. |
| DATEV export has wrong format | Ensure the consultant number and client number are entered correctly. Verify the date range covers the desired period. |
Contact Support
For technical support, contact your system administrator or reach out to Membership One support at support@membership-one.com.