> For the complete documentation index, see [llms.txt](https://help.peoplevine.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.peoplevine.com/products/portal-overview/member-portal-access.md). # How Members Get Access to the Portal Portal access is determined by the membership(s) on a member's CRM profile. The system evaluates **all** memberships at login and routes the member to the first matching experience in a fixed priority order: **Failed → Active → Pending → Suspended → Cancelled → Expired**. ### Before you begin (Prerequisites) * **Permissions**: Administrator or Supervisor. See: [How to Manage Users and Permissions](/products/control-panel-overview/admin-overview/manage-roles-permissions.md). * **Admin Setup**: The Member Portal must be configured and the portal domain must be active. ### How members get portal access There is no separate portal account. A member's membership **is** their portal access — once a person is enrolled in a membership program (or applies and is approved), their CRM profile can access the portal. Access is **not** sent automatically. To invite members in, set up a **triggered email** that directs them to the member portal domain. When a member opens the portal and enters their email address, the system recognizes the email and prompts them to create a password. > **Note**: The email address on the CRM profile **is** the portal login. If a member changes email, update it on the CRM profile so login keeps working. ### Login routing — priority order When a member attempts to log in, the system checks every membership on their account and routes them based on the first match in this order: #### 1. Failed memberships → Failed Dues Paywall If **any** membership on the account has a **Failed** status, the member is routed to the **Failed Dues Paywall** immediately. The paywall is headed **MEMBERSHIP PAST DUE**. There is no grace period. This applies even if the member also has Active memberships — Failed takes precedence. The Failed paywall has two configurations, controlled by the **Allow Failed Members to Pay Dues in Portal** setting (managed by Peoplevine — contact your Account Manager to enable or disable): | Setting | What the member sees | | ------------ | ---------------------------------------------------------------------------------------------- | | **Enabled** | Failed paywall with an **Activate Membership** button to resolve the failed payment. | | **Disabled** | Failed paywall as informational only — member can view status but cannot pay from this screen. | ![Failed paywall — Activate Membership enabled (top) and informational only (bottom)](/files/1woA5TcoM8ymYdT4UUTW) The paywall is headed **Membership Past Due**, with **Activate Membership** and **Logout** buttons. The default message reads: > *"Your membership in \[Club] is currently inactive due to a failed payment. Please proceed to make a payment to activate your membership by clicking the button below. If you need assistance, please contact us at \[email]."* > **Note**: This wording is fixed boilerplate across the white-labeled platform, but it **can be customized via a custom translation** — clients request this through their **Account Manager**. > **Note**: The contact email shown on the Failed paywall is the email under **Company Profile > Contact & Social Information**. Keep this current — it is the address members reach out to when they cannot self-resolve. **Sub-members on a Failed membership:** Sub-members never see a payment option, even when **Allow Failed Members to Pay Dues in Portal** is enabled. Only the primary account holder can pay. Sub-members can view the failed status but cannot resolve payment from their account. **Global Network members:** With the payment option enabled, a global member only sees it on their **home house** portal (the property that holds the subscription). On any non-home house portal, the Failed paywall is informational only. If the Member App login page is tied to a property that is not the member's home house, the member must log in to their home house via web to pay. #### 2. Active membership → Full portal access If the account has **no Failed** memberships and at least one **Active** membership: * Login is allowed. * The member is routed into the portal with full member access. * For global members, the **home house** (the property that holds the subscription) and the originating membership configuration determine their default view and network access. #### 3. Other statuses If the account has no Failed and no Active memberships: * **Pending** — membership is awaiting approval. * **Suspended**, **Cancelled**, and **Expired** memberships do **not** show a paywall. ### Quick reference — portal experience by status | Status | Login allowed | What the member sees | | -------------------------------- | ------------- | --------------------------------------------------------------------------------------------------------------------------------------------------- | | **Failed** (any) | Yes | Failed Dues Paywall — headed **MEMBERSHIP PAST DUE** (with **Activate Membership** if enabled, otherwise informational) — overrides everything else | | **Active** (and no Failed) | Yes | Full portal | | **Pending** (no Failed/Active) | Yes | Pending paywall — informational | | **Suspended** (no Failed/Active) | Yes | No paywall | | **Cancelled** (no Failed/Active) | Yes | No paywall | | **Expired** (no Failed/Active) | Yes | No paywall | For the full membership status reference (effects on check-in, billing, and sub-members), see: [Overview: Member Statuses and Their Effects](/products/control-panel-overview/membership-management-hub/member-statuses-overview.md). ### Settings that affect portal access The settings below are managed by Peoplevine — contact your Account Manager or Support to change them. | Setting | What it controls | | ---------------------------------------------- | ------------------------------------------------------------------------------------------------- | | **Allow Failed Members to Pay Dues in Portal** | Whether the Failed Dues Paywall shows an **Activate Membership** button or is informational only. | | **Member Nomination Settings** | Whether nominee records, statuses, or both are visible to members in the portal. | > **Note**: Non-member access to a feature such as events is configured at the **module level**, not the portal level. On the events module you can make it active for both members and registered CRM profiles, or restrict it to members only. ### What if a member cannot log in 1. **Verify the email address** on the CRM profile matches what the member is typing. 2. **Check membership statuses** — review every card on the account, not just the active one. A single Failed card on any program triggers the Failed paywall. 3. **Reset the password** — see: [How to Reset a Member's Portal Password](/products/control-panel-overview/membership-management-hub/reset-portal-password.md). ### Best Practice * **Train staff on the priority order.** When a member calls about a "locked out" experience, the first question is *which membership(s) does this person have, and what statuses?* — not *can they log in?*. A Failed card on any program triggers the Failed paywall. * **Keep the Company Profile contact email current.** That is the address members are pointed to from the Failed paywall. * **Decide intentionally on Allow Failed Members to Pay Dues in Portal.** It shapes what a failed member can do when they hit the paywall. ### What Happens Next * **On the member side**: Once routed past any paywall, members can view their digital membership card, manage payment methods, book reservations, register for events, and access self-service features. * **Next step**: [Overview: Member Statuses and Their Effects](/products/control-panel-overview/membership-management-hub/member-statuses-overview.md) · [How to Reset a Member's Portal Password](/products/control-panel-overview/membership-management-hub/reset-portal-password.md). *Last updated: 2026-06-11* --- # Agent Instructions This documentation is published with GitBook. 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