> ## Documentation Index > Fetch the complete documentation index at: https://learn.nexudus.com/llms.txt > Use this file to discover all available pages before exploring further. # Communicating with Customers > A suggested timeline and guidance for communicating the Members Portal version 5 migration to your customers. # Communicating with Customers When you migrate to version 5 of the Members Portal, your customers should not be surprised. A clear communication plan builds confidence and reduces support requests. This page provides a suggested timeline and guidance you can adapt to your space. ## General guidance Strike a balance between sharing enough information and giving your customers a chance to explore. Most people will skim at least one message, so use a staggered approach over a couple of weeks rather than a single announcement. Lead with **why** you are relaunching, followed by **what will change** for them. ## Assess what to communicate Before drafting any message, walk through the new portal yourself and note: * Is your branding changing, and if so, how visibly? * Are any features new to your customers (guest checkout, team management, dynamic pricing)? * Have existing flows changed — for example, how customers find and book resources, or where they access invoices? * Has the login process changed, or will customers need to reset passwords? Customer credentials (email and password) do not change when migrating to version 5. Customers sign in with the same account. Once you have these answers, tailor your communications to what actually affects your customers rather than sending a generic announcement. ## Suggested timeline ### Two weeks before — Heads-up announcement Use an [announcement](https://help.nexudus.com/v3/docs/announcements) in the current portal to let customers know a change is coming. **What to include:** * A clear title communicating that the portal is being updated * A short summary of what customers will gain (easier bookings, a smarter dashboard, a more modern experience) * The go-live date * A help desk link or point of contact for questions Keep it positive and high-level. The goal is to avoid surprise, not to explain everything up front. ### One week before — Detailed reminder Send a [reminder](https://help.nexudus.com/v3/docs/reminders) with more specific information about the change. **What to include:** * Any URL or login changes (typically none — credentials stay the same) * A summary of the key areas: dashboard, bookings, invoices, team management * Screenshots or a short video walkthrough of the new portal * Any action customers need to take before or after go-live ### Go-live day — Confirmation announcement Post another [announcement](https://help.nexudus.com/v3/docs/announcements) confirming the new portal is live. **What to include:** * Confirmation that the new portal is live and ready * One or two key areas to explore first * A help desk link or email address for anything that is not working as expected ### One week after — Follow-up and feedback Check in using a [survey](https://help.nexudus.com/v3/docs/surveys) to gather feedback and surface any issues early. **What to include:** * A thank-you for trying the new portal * A short feedback form (3–5 questions maximum) * A reminder of the help desk link for any unresolved issues ## What to highlight for your customers Rather than listing every page, focus on the areas that directly affect what customers do day to day: ### Personal dashboard After signing in, customers land on a personal dashboard with upcoming bookings, announcements, and quick actions. Let them know this is their home base. ### Booking resources The resource list is how customers find and reserve meeting rooms, desks, and other spaces. If the layout or filtering has changed, call this out specifically — it is one of the most-used parts of the portal. Cover: * How to search and filter resources * Whether pricing is displayed differently (dynamic pricing, if enabled) * How to manage, modify, or cancel existing bookings ### Account and billing Customers manage personal information, billing details, and security settings under their profile. If anything has changed — particularly payment methods or invoice history — communicate it clearly. Cover: * Where to find invoices * Where to update billing details * Where to change passwords or security settings ### Team management Customers who manage teams have access to a dedicated team section covering team bookings, attendance, member lists, and permissions. Cover: * Where to find the team section after signing in * How to view bookings made by any team member * How to manage team member permissions ## Next steps Technical instructions for previewing, switching, and configuring DNS. How to revert to the previous version and resolve common issues.