⏱️ Estimated time: 5 - 10 minutes

👤 Role: Club Administrators, Front Desk Staff, Membership Teams

What you'll learn:

• How to find and navigate a member's profile in EMS.

• How to update membership details, freezes, and cancellations.

• How to link family members or related guests to a primary account.

• How to update payment methods and manage transaction histories.
  
  

When should I use this?

Use this guide when a member requests updates to their personal details, subscription terms, payment options, or linked family members. Maintaining accurate profile records ensures seamless portal access, correct billing, and smooth check-ins at your venue.

Before you start:

• Gather the member's full name, email address, or membership ID to quickly locate their account.

• Ensure you have verified any necessary billing or banking credentials if updating payment methods.
  
  

1. Search for and open the member profile

Log into EMS and navigate to Guests or Members from the main menu. Use the search bar to find the relevant member by name or email, then click on their record to open their profile.

2. Manage primary membership details

Click on the Membership Overview tab. From this section, you can review current contract details or perform key admin tasks:

• Send Portal Access Email: Triggers a password or account setup email so the member can log in online.

• Edit Membership & Subscription Terms: Adjust their membership type, subscription terms or renewal schedules.

• Freeze or Cancel Membership: Apply a temporary hold or initiate account cancellation following your properties terms.

• Add Additional Membership: Attach secondary active subscriptions to their account.
  
  

3. Link family members and related guests

Navigate to the Linked Membership Guests tab. Click Add Guest to link family members or related individuals to the primary member's account. This enables group management and shared benefit structures.

4. Update payment methods

Select the Membership Payment Methods tab. In this view, you can:

• Add a new credit card or direct debit authorisation.

• Set a primary billing card by selecting Set as Default.

• Remove expired or invalid payment options by selecting Delete.
  
  

5. Review payments and process transactions

Open the Membership Payments tab to view complete transaction records. From here, you can check payment statuses, issue refunds, collect outstanding balances, or download official tax invoices and receipts for the member.

Best practice:

• Check linked accounts before cancelling: Before cancelling a primary member, review the Linked Membership Guests tab to decide whether attached accounts should be transferred or cancelled as well.

• Verify default payment cards: Always confirm that at least one active payment method is marked as Default to prevent automated renewal failures.

• Need technical assistance? If you encounter system errors or require advanced data changes, the Journey Support Team is available via live chat on our support portal or at support@journey.travel.