You're responsible for managing your members and helping them with any issues they may have when accessing their customer accounts.

When helping account holders with their login email and passwords, keep in mind:

• Neither us (ELOA Creative) or SquareSpace can help your account holders directly.

• It's not possible to change an account holder's email address or password on their behalf.

• Customers, members, and donors can only reset their password when they try to log into their account before checkout. The option to reset their password doesn't appear on the checkout page.

A member contact is automatically created for each visitor who signs up for a membership to one of your pricing plans or courses. You can view and manage members in the Contacts panel. Under Lists & Segments, click Members to:

• Identify all members of a pricing plan

• View key information like membership history, email address, and total money spent

• Organise members using notes and tags

NOTE:

It's not possible to restrict a visitor from signing up for your member site. While you can cancel their membership and delete their account, they can sign up again.

Delete a customer account

Site owners and contributors with Administrator or Store Manager permissions can delete an account holder's customer account from their contact information in the Contacts panel.

Before you begin, keep in mind:

• You can't delete the customer account from a customer with active product subscriptions or a member of a pricing plan with recurring membership fees.

• Deleting a customer account deletes all payment information, shipping addresses, and billing addresses from that user's contact information.

• If you delete a customer account, the user's contact remains, along with their order history and contact information. To delete the contact entirely, visit The Contacts panel.

To delete a customer account from a contact:

1. Open the Contacts panel.

2. Click the contact you want to edit.

3. Click Delete customer account.

Members who pay for recurring subscription or fixed-amount pricing plans with installments need to save a payment method to their customer account. Only members can edit their saved payment information. You can't edit this information on their behalf.

How customers change their payment method

Customers can change or add their payment method in the account menu. How they make the change depends on if their payment method is in use on an active membership or subscription.

Change the payment method for an active membership or subscription

To change the card that an active membership or subscription charges, your customers can:

1. Log into their customer account.

2. Click Account in the navigation menu.

3. Click Memberships or Subscriptions, then click the membership or subscription they want to change.

4. In Settings, click Payment method.

5. Click Update payment method, then select a saved payment method or click Add new payment method to enter a new payment method.

6. Click Save.

The next payment for the membership or subscription will charge to the updated card. If your customer has more than one membership or subscription, they need to repeat the steps above to update their card on each one. 

Change or add a saved payment method for future purchases

To add a payment method to their account for future use, your customers can:

1. Log into their customer account.

2. Click Account in the navigation menu.

3. Click Payment.

4. Click a payment method listed in the menu to edit the information, delete it, or set it as default.

5. Click Add new payment method to add a new card to their account. In the Card details panel, they enter the new payment method's information. 

6. Click Save.

This adds a new payment method to their account that they can use for future purchases. Adding a credit card in the Payment panel doesn't change the card that's charged for any active subscriptions or memberships.

Issue a membership refund

To issue a refund to a member for their membership:

1. Open the Content & Memberships panel and click Orders.

2. Select the order to open the order details.

3. Click Issue refund, then enter the amount, and click Issue refund.

The member will receive a refund for the amount specified, but won’t lose membership to your pricing plan.

Cancel a membership

To cancel someone’s membership to one or more of your pricing plans:

1. Open the Lists & Segments panel.

2. Click Members, then search for the member by name or email address.

3. Click the member.

4. Under Memberships, locate the pricing plan you want to cancel their membership to, then click Remove From Membership.

5. Click Confirm.

When you cancel someone's membership, they lose access to the gated content in your pricing plan immediately. If you want them to keep access to the gated content until the end of their billing cycle, help them cancel their own membership instead.

If you cancel someone's membership, they can sign back up for your pricing plan by visiting your sign-up page and paying for membership (if applicable).

After logging into your site, your customer can review their account information by clicking Account in the site's navigation. A menu opens on the right where they can select one of the following:

• Memberships - View and manage their memberships

• Orders - View their orders and donations

• Subscriptions - View and manage their subscriptions

• Payment - View and update their billing information

• Address - View and update shipping addresses for future one-time orders. To change the shipping address for subscriptions, customers must cancel the subscription and resubscribe using different shipping details.

• Profile - View and update their name, password, or email address

• Members can view and manage their memberships from their customer account. After logging in, they:

1. Click Account to review their account settings, all of their purchases from your site, and their profile.

2. Click Digital Products to review their membership start date, pricing plan details, and click a link to the course overview page, blog page, videos page, or member site homepage.

If they purchased a pricing plan with a recurring subscription, or fixed amount with remaining instalments, the following details also appear:

• Renewal date - The date of their next recurring subscription or installment payment

• Frequency - How often they pay recurring subscription or installment payments to maintain access to the digital product

• Price - The cost of the pricing plan

• Payment method - Members can click this link to manage their saved billing information

How customers change their account email addresses

Your customers can change their email address when logged into their account, if they've verified their email. It’s not possible for you to change the account email address for a customer.

Your customers change their account email address as follows:

1. Click Sign in to log into their account.

2. Click Account, then click Profile.

3. Click their current email address.

4. In the New field, enter the new email address. 

5. In the Confirm new field, enter the new email address again.

6. Click Save.

7. Watch for an email to verify the change to their new email address. Click Verify email in the message to complete the process.

The verification email is valid for 48 hours. If your customer needs more time to verify their email address, they can return to the Email panel and click Resend verification email. 

Helping customers change their email address

You’re responsible for providing support to your customers, including helping them with their customer accounts. For security and privacy reasons, neither you nor Squarespace Customer Support can change a customer’s account email for them.

It's not possible for your customers to delete a customer account, but site owners and contributors with Admin permissions can do so in the Contacts panel.

When a visitor to your site signs up for one of your Pricing Plans or courses, they become a member of your site. During the sign-up process, they create a customer account by entering their name, email, creating a password and then paying for membership (if applicable). From there, they can log into their account to access digital product content, manage their information, and view orders.

After one of your customers creates an account and completes the checkout process, the Customer Account panel will open on the right side of the screen. This panel also appears immediately after a member signs into their customer account or clicks the Account button.

They then click Digital Products or Memberships in the panel to view a list of all the digital products or courses that they can access through their pricing plan. By clicking the name of the pricing plan, all membership details appear including:

• The cost of their pricing plan 

• The frequency at which their plan renews (if applicable)

• The renewal date (if applicable)

A ‘Log In’ button or link will be placed in your Header Menu Navigation, site Footer, as well as within a section of one of your website pages - if you have indicated this as a preference within your Questionnaire answers.

With Digital Product Subscriptions, customers will receive a renewal notification email 15 days before their renewal date. The email includes the name of the product, price, renewal date, cadence at which the subscription renews, and a link to log into their account and manage their subscription.

Customer account holders receive these automated emails from your site:

• Account created

• Email verification

• Reset password

• Password updated

Depending on the account holder's contact type—customer, subscriber, member, or donor—they may receive more emails. Learn more about these emails and how to customize them in Customer email notifications.

Email verification

Customers receive an email prompting them to verify that they have access to the email address on file for their customer account. If they don't verify their email address, they may notice a banner in their customer account prompting them to. If they don't have access to the email address they signed up with, they should create a new customer account with the correct email address.

Contributors with site owner, administrator, and store manager permissions receive email notifications when:

• A new or existing member signs up for or purchases a pricing plan

• A member pays the recurring cost for a pricing plan

• A member's payment of an ongoing pricing plan (either subscription or installment) fails.

• A member cancels their membership