You can find members' payment history details within a few clicks in your Relationship Manager. You can see members' join date, membership changes or if they've declined. Please note that this information is only available on desktop.
Why is this information useful?
A clear and complete record of member payments is essential for every creator. It shows exactly what a member paid for and when, which helps you deliver benefits. This history prevents confusion and ensures members get what they paid for.
This payment data offers more than just accounting. It gives you key business insights. By studying trends, you can see which tiers are most popular or spot issues, such as members frequently downgrading. Use this information to focus on successful creations and keeping more members.
How do I find a member's payment history?
Follow the steps below to find any member's payment history:
- While on your creator view, click on the Audience link from the left sidebar navigation
- You'll land on your Relationship Manager
- If you know which member's history you'd like to review, you can search for their profile name in the search bar. Alternatively, you can use the available filters to narrow down your search.
- For a detailed description of each filter, please visit the guide on How to use your Relationship Manager
- Click on any member's name to pull up their profile details on the right-hand side of your manager
- Click on See all payment history at the bottom right of the page, in their Payment history section
- A window will populate with the members' complete payment history. This history will include any changes to their Tier or payment amount.
How do I read my members' payment history?
Each entry in your members' payment history represents a processed payment or a change to their membership. Below, you'll find what the most common information means in each column:
- Last Charge Date: The date shown in the far-right column indicates the most recent charge for a membership.
- Tier: If you have paid-tier options, you can find the tier your member subscribed to during the last billing cycle.
- Pledge: You'll find the amount that a member was billed.
- Status: Indicates whether a payment was successful. For a full breakdown of payment statuses, please visit our guide on Relationship manager billing statuses.
What does a declined status mean?
When you see an entry listed as Declined, it means our attempt to process that bill was declined by the member's bank. There are many reasons why a member's bank might decline a payment. Most often, it is not malicious, and the member can resolve the issue by contacting their bank directly.
Here are a few common reasons why members' payments might decline:
- Payment details outdated: If the member's credit card details are expired, and they get a new card with a new CVV or expiration date, this will cause the payment to decline
- Prepaid cards: If the member is attempting to use a prepaid "gift" card, please note that we currently don't support this payment method
- PayPal declines: the member may need to update their payment details with their PayPal wallet. If a member has revoked access or their bank does not permit the purchase, they may need to add a new funding method to their PayPal wallet.
The access will be revoked immediately for any failed payment. If a member has a failed payment for over 1 month, they will be switched to a free membership.
Why are there gaps in my members' payment history?
There are a few reasons why you might notice gaps in a member's payment history. If you've taken a break from charging your members by pausing billing, their payment history will skip over that month. Similarly, if a member cancelled and later rejoined, you'll see this as cancelled, and then new in their payment history.
Prior to 2018, members could also pause a month of payment, but this feature is now deprecated. If you find gaps in a member's payment history before 2018, this may be why.
If you offer Annual memberships, your members' last charge date will be the date they joined. They won't be charged again until 12 months have passed.