Members & Memberships
A member is a client with an active or suspended membership on file. Membership counts show up throughout salon360 — on your dashboard, in Salon Settings, and in corporate reporting — so it's worth knowing exactly what puts someone in that bucket.
salon360 applies the same active / suspended buckets to every franchise system that sells memberships, so reporting is consistent across brands. The exact rules differ a little between The Lash Lounge and Frenchies, because their booking systems record memberships differently.
Bishops doesn't sell memberships, so member counts don't appear for shops.
How it's calculated
The Lash Lounge
- Active — a membership running today with autopay active, or a member who has given notice and hasn't reached their termination date, and not on hold. A member who is between memberships with the next one already signed is Active too: the next membership starts within 31 days of the old one ending, or was signed within 31 days of it. A member whose autopay was declined is not Active. A membership that's been bought but hasn't started yet doesn't count by itself. A member who has given notice counts until their termination date; on that date the membership ends. The Sales Dashboard, the Front Desk Dashboard and its appointment lists, Systemwide Data, Monthly Salon Metrics, the Weekly Flash, the Gift Card Report and the Member Report all use this rule for today and the current month.
- Suspended — the membership is paused: billing is on hold, but the membership hasn't been cancelled. A pause with an end date counts through that date. A pause with no end date counts for 180 days from the day it began, and after that only while an autopay is scheduled on that membership in the following 180 days; a pause opened years ago and never ended, on a membership that no longer bills, is treated as Expired. A paused membership with a termination date counts as Suspended until the day before that date. A pause counts only while the membership is within its dates: a membership on hold that has passed its end date is Expired, not Suspended. A member is counted once: someone with an older membership still on hold who is paying on a newer one is Active, not also Suspended. The Sales Dashboard, the Front Desk Dashboard, Systemwide Data, Monthly Salon Metrics and the Member Report all use this rule.
- Active — a membership the point of sale shows as active at the start of the day. Memberships are counted, not guests, so a guest holding two active memberships counts twice. A membership counts from the day it's sold, so one bought but not yet started already counts as active, matching Total Active Member in Frenchies' Zenoti KPI report.
- Suspended — a membership that is frozen: on hold at the guest's request. A freeze counts for 180 days from the day it began, and after that only while a payment is scheduled for that membership in the following 180 days, so a freeze abandoned long ago is not counted.
- Billing Suspended — a membership the point of sale has suspended because a payment failed. It is neither Active nor Suspended, and is not in either count. The Member Report lists these memberships with their own status. The same 180-day rule applies.
- Cancelled, not yet ended — when billing is cancelled, the membership runs to its end date. It is still a membership until then and shows as Recurring Cancelled on the Member Report, but it is not counted as Active.
- Terminations — a membership counts as terminated on the day it ends, not the day billing was cancelled.
- Past dates — the same rules apply to any past date on a report. Zenoti's own "Total Active Member" for a past month shows membership status as of the day you run it, so the two can differ.
- Every screen uses these rules: the Sales Dashboard, the Front Desk Dashboard, the End-of-Day Summary, Systemwide Data and the Member Report show the same Active and Suspended numbers for the same studio and day.
At both franchise systems, Active and Suspended are separate buckets — a suspended membership is never counted as active. Your total membership base is Active + Suspended. Reports such as Systemwide Data and Monthly Salon Metrics show Active Members and Suspended as two columns — add them for the full base. For a past month at The Lash Lounge, Active Members is the members who paid dues that month (a payment of more than $0), were not on hold on the month's last day, and on that day either held a membership or were between memberships with the next one already signed (it starts within 31 days of the old one ending, or was signed within 31 days of it). For the current month it's the members who are Active today. No member is in both columns: a member who paid and then went on hold later in a past month counts as Suspended for that month, not Active.
Frenchies "Polish Pass" memberships are not yet included in the member count. If you're reconciling Frenchies membership numbers against salon360, keep this in mind — it's a known gap, not a data error.
What counts as a "new member"
A new member is a client who became a member during the selected date range — not just any member, and not a member whose paperwork changed. At The Lash Lounge, all three must be true:
- A membership started for them within the range. The member is counted on the day the membership starts.
- The membership is still running at the end of the range.
- They had no membership that ended in the 12 months before it started.
A membership that started and was cancelled in the same calendar month, or was cancelled before it started, is not counted at all. It is not a new member, not a termination, and it doesn't count as a member's previous or next membership.
The distinction from Members: Members is a headcount of everyone holding a membership as of a date; New Members counts only the people who joined during the window. A few related notes:
- It goes by the membership start date — not the client's signup date, first visit, or first payment. Someone can be a client for years before becoming a member.
- A member who comes back within 12 months of a membership ending is not new. Someone whose last membership ended more than 12 months ago counts as new again.
- Every screen and email uses this one definition — Systemwide Data, Monthly Salon Metrics, the Sales Dashboard, Front Desk, the Goals Report Card, the End-of-Day Summary and the Member Report — so the same location shows the same number everywhere.
True Terminations
At The Lash Lounge, a membership ends on the earlier of its termination date and its end date. A membership deleted in the point of sale ends on the day it was deleted, the same as a cancellation.
A True Termination is a member whose membership ends within the selected dates and who does not continue. A member continues when another membership of theirs at that salon is still running after that day, starts within 31 days of it, or was signed within 31 days of it (for example, signed at the counter when cancelling, starting next month). Reaching the end date with nothing after it is a termination too. The reason given for the termination plays no part.
A member who leaves and comes back more than 31 days later counts as a termination in the month they left; their return is judged as a new start.
Renewals, upgrades and downgrades
A new membership is a renewal, upgrade or downgrade when the member's previous membership ended 31 days or less before it started, or was still running. Whether the member continued decides this, never the name of the plan. The plan level only decides which one it is: Classic is below Hybrid, Hybrid is below Volume, and Volume is below Mega, with PLE plans at the same level as their matching plan. The same level is a renewal, a higher level is an upgrade, and a lower level is a downgrade.
Net Member Change is New Members minus True Terminations minus new suspensions, plus members returned from pause. A member has returned from pause when they were on hold the day before the dates start, are no longer on hold, and are still a member. A pause that starts and ends inside the dates counts as neither a suspension nor a return. A member who terminates while on hold since before the dates start is not subtracted again: their pause already came off when it began. They still count in True Terminations.
A new member is counted when the membership is sold: every membership sale on a ticket dated in the range counts once, matching # New Memberships Sold in Zenoti's Business KPI report. Monthly autopays aren't sales. A membership sold this month that starts next month counts this month, a sale on a ticket that is still open counts, and a guest who buys two memberships counts twice. There's no "still active at the end of the range" test and no separate re-sign count: a returning guest who buys again is a new sale. It's applied the same way on every screen.
