How Active Members are Defined?
This document applies to: Coworking
In the Proximity platform, Active Members are defined as:
- A member with a recurring membership that is non-default (not a default Community Member)
- Any person assigned Proximity keys to your coworking space, including free community members
- A person who has a recurring punch pass or redeems a punch in a given month
- A person with any paid add-on services
- Each individual member who belongs to a shared membership
Important to note: A member is considered Active if any of these applies to the member for any amount of time during the month prior to billing.
Who is not considered an Active Member:
- Community members who have no paid add-on services and no directly-assigned keys
- Guests using drop-in day passes
- Non-member guests who book reservable resources such as conference rooms
- Non-member meeting or event registrants
- Billing-only members
- Members whose membership has been paused for the entirety of the month
When Active Members Are Counted and Billed
Proximity bills customers on the first of each month. Active Members will be totaled on that day, and active members are counted throughout the month prior to billing. For example, all active members and new members who join in January are not billed as part of your active member count until February 1. The active member total will also include users who redeemed a punch pass during the month prior to billing. You may view your Active Member count at the top of the Dashboard on your Proximity site.
Request a Review of Active Members
We've added a new feature so you can request a review of an active member on your active list that you believe shouldn’t be considered active. You can find this by mousing over the ••• to the right of the member’s name on the active list and selecting Request Review. Once this review is completed by our staff, the member will stay active or become non-active until you make a change to their Membership. Please note that reviews takes place at the end of the month before billing runs for the next month. Plan enough time to request a review before the first of the month as we won't issue retroactive refunds on platform fees for members that are incorrectly billed as active.
Billing-Only Members for Shared Memberships
You can now create a parent member on a Shared Membership as a “billing only” member. This will count the child memberships under the parent membership as active, but the parent member will not be included in your active member count. You cannot change a billing-only member back to active for four weeks and they will not have any privileges at your space, such as the ability to book reservable resources or unlock doors. You can find this feature by navigating to the Shared Memberships tab of a parent member’s account and selecting the Convert to Billing-only button in grey at the bottom of the page.
Multiple Locations Connected with Proximity Brand
Members with access to multiple locations via the Proximity multi-space Brand dashboard will only be considered an Active Member at their primary location. If a member has separate memberships at separate locations, he or she is considered an active member at each location. If your coworking space has secondary memberships that are not set up through the Brand dashboard beta feature, you’ll want to configure Brand to avoid counting extra active members. Please contact our support team for help setting this up.