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Overview

Members & contacts is your customer database. Every person or company registered with your space is here, whether they have an active plan or not. From this list you can add customers, open their records, give them access to the Members Portal and app, and run actions on many customers at once.

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How to access

Go to Operations → Members & contacts. Members and contacts list The list is sorted by registration date, newest first. Each row shows the customer’s name, location, plans, registration date and status icons. Hover over an icon to see what it means:
  • Individual or company
  • Member, with at least one active contract
  • Full administrator
  • Suspended or archived
  • No portal access
  • Hasn’t agreed to your latest terms

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Key concepts

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Members vs contacts

Nexudus sets this automatically:
  • A member is a customer with at least one active contract.
  • A contact is a customer without an active contract.
When you give a customer a contract, they become a member. When all their contracts end, they become a contact again. Both appear in the same list; use the Members and Contacts views to see one or the other.

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Individuals and companies

A customer is either an Individual (a person) or a Company (a business, with a primary contact). Use companies together with teams to group employees and share billing.

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Add a customer

Select Add customer and choose how to create the record. Add customer options Company structure creates two records: a personal one for the main contact and a company one. It puts both in a team named after the company, with the company as the team’s paying member, so the team is invoiced together.

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Portal access for new customers

  • Instant member and Member of staff always give the new customer access to the Members Portal and app.
  • Company structure and Multiple customers have a Send welcome message option.
  • Manual entry has Send a welcome message to each individual customer with their access details and grant them access to your portal.
Leave these on to give customers access straight away. They receive an email to set their password.

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Add a member with full contract details

Use Manual entry when you need more control over the contract, for example a start date in the future, a desk or office from your floor plan, or a different price.
  1. Select Add customer, then Manual entry.
  2. Enter at least the Full name and Email.
  3. Under Plan, choose the plan and the contract’s start date, which can be in the past or the future.
  4. Optionally assign desks or offices, and change the quantity or price.
  5. Save. The member is invoiced from their contract’s start date.

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Add several customers at once

  1. Select Add customer, then Multiple customers.
  2. Optionally choose a Team (optional) and a Plan (optional). If you pick a plan, every new customer gets their own contract for it, from the start date you choose (today by default).
  3. Under List of employees, enter one customer per line, name first then email address, for example Ada Lovelace [email protected] or Ada Lovelace <[email protected]>.
  4. Select Add customer.
Everyone added in one go gets the same team and plan. To give customers different plans, add them in separate batches or edit their contracts afterwards.

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Portal and app access

Customers need a user account to sign in to the Members Portal and app. Customers who sign up through the portal get one automatically.

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Grant access

  • New customers: leave Send welcome message on when you add them.
  • Existing customers: tick them in the list and select Grant online access from Bulk actions. You can also use the Grant online access button in the customer’s Account → Access rights section.
Each customer receives an email with their access details, asking them to set a password. You can change this email in the email templates editor.

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Revoke access

Tick the customers and select Revoke online access, or use the button in Account → Access rights. They can no longer sign in, but can still see your public portal pages. Their record and history are kept, and you can grant access again at any time.

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Customers with several accounts

A customer can have more than one account under the same email address, for example a personal account and a company account. When they sign in, they can use all of them. On their record, the Switch profile button lets you jump between the linked accounts; accounts of the same type show their ID number (#1234) so you can tell them apart. To link an existing account to a customer’s other accounts:
  1. Open the account whose email is different and revoke its online access.
  2. Change its Email to the address the customer uses for their other accounts, and save.
  3. Grant online access again.

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PIN codes

Customers use a PIN code to:
  • Check in and out on check-in apps and kiosks
  • Open doors with compatible access control systems
  • Release print jobs through PaperCut, where your printers support it
  • Connect to the Wi-Fi network
See or change a PIN. Open the customer and go to Account → Access rights. The PIN is in Internet access, check-in and printing pin-code. Edit it and save; the old PIN stops working straight away. Customers can see their PIN in the Members Portal and app, but can’t change it. Send a PIN reminder. Tick the customers and select Send PIN reminder. They receive an email with their PIN.
New customers get a 5-digit PIN automatically when Auto-generate 5 digit access pin-codes is on, under Settings → Features → Sign-up and checkout → Sign-up. Turn on Require pin-codes to be unique across all customers there too, so no two customers share a PIN. Keep PINs to 5 digits if you use them for door access, Wi-Fi or PaperCut.

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Export customer data

Tick the customers and select Export data. Nexudus produces a JSON file with all their details, internal notes, bookings, products, charges, tickets, invoices, invoice lines and payments. This machine-readable format is suitable for GDPR data requests.

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Locations

Each customer has a Home location and a list of locations they’re Registered with. To change them, open the customer and go to Account → Locations.
  • The Home location is used to organise your customers. If you’ve turned off invoice split, the customer is invoiced from it.
  • Customers are registered with their home location, and with any location they use through your portal or app.
If you turn on Automatically register existing customers with this location as they access a new location in your sign-up settings, customers who sign in to another location’s portal are registered there automatically.

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Find customers

  • Views narrow the list: Members, Contacts, Individuals, Companies, Suspended, New customers (added in the last 10 days), With portal/app access, With no portal/app access and Archived customers.
  • Search looks across names, emails, companies, billing names and team names.
  • Filters narrow by plan, team, location, tags, custom fields, customer type and dates.

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Bulk actions

Tick customers in the list and open Bulk actions to act on many at once. The actions include:
  • Grant online access and Revoke online access
  • Send welcome email and Send PIN reminder
  • Send Direct Debit request email
  • Create document, Create statement and Create next invoice
  • Use credit, to pay their unpaid invoices with any credit they have
  • Start task list and Add to newsletter group
  • Check in/out
  • Suspend account, Lift suspension and Delete customer
  • Export data
Ticking customers also shows a button to archive them, or restore them if they’re archived. Each action only affects customers it applies to. For example, lifting a suspension skips customers who aren’t suspended.

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More on customers

Customer profile reference

Every tab and section on a customer record.

Files, documents and messages

Add files, create documents from templates, request e-signatures and message customers.

Credits and benefits

Adjust credit balances and review how credit was used.

Suspend, archive and delete

Pause, hide or permanently remove customers.

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Tips

  • Keep emails accurate. Invoices, receipts and notifications all go to the customer’s email address.
  • Set up billing details early. Set the payment method and tax details before the first invoice to avoid corrections later.
  • Use tags such as “Enterprise” or “Trial” to filter, report on and message groups of customers.
  • Use check-in alerts so front-desk staff see important notes, such as an outstanding balance, when a customer arrives.