When new users don't complete your community onboarding process, Heartbeat automatically sends follow-up reminder emails to help them finish registration and become full members.
All automated emails are branded with your community name and colors. If you've enabled custom email domain settings (Settings > Community > Domains), emails will be sent from your custom domain instead of Heartbeat's default domain.
Turn follow-up emails off
Go to Settings > Community > General and switch off Pending user follow-ups. It's on by default. Switching it off stops new follow-up sequences, but emails already scheduled for someone in a sequence still go out.
✨ Try this with Pulse
Pulse can configure automated reminders for pending members. Open Pulse →
Email follow-up sequence
There are 2 stages in the pending user journey that trigger follow-up email sequences. Each sequence stops as soon as the person logs in and becomes a member.
Paid, Onboarding incomplete. (for paid invitation links) The user paid but didn't finish creating their account. They need to revisit the same invitation link and complete onboarding using the same email they made their payment with.
Awaiting first login. The user completed onboarding but hasn't logged into the community. Once they log in and verify their identity, they'll become a community member.
Paid, Onboarding incomplete
Heartbeat will send 4 emails over 3 days to a member that is stalled in this stage of the onboarding process. If they finish onboarding partway through, they move on to the Awaiting First Login emails instead.
Payment Confirmation (sent 10 minutes after payment)
Follow-up #1 (sent 1 day after user enters this stage)
Follow-up #2 (sent 2 days after user enters this stage)
Follow-up #3 (sent 3 days after user enters this stage)
Awaiting First Login
Heartbeat will send 4 emails over 3 days to a member that is stalled in this stage of the onboarding process:
Follow-up #1 (sent 10 minutes after user enters this stage)
Follow-up #2 (sent 1 day after user enters this stage)
Follow-up #3 (sent 2 days after user enters this stage)
Follow-up #4 (sent 3 days after user enters this stage)
You can monitor pending users in Settings > People > Members by selecting Pending from the dropdown.
Frequently Asked Questions
Can you edit the follow up email sequence?
While you cannot edit the content of the follow-up email sequence yet, we do plan to add this in the future.
How do I help a user get past pending status?
While Heartbeat tries to send the proper follow-ups to get a member fully onboarded, there are a number of options you have as an admin to help get them into the community. In Settings > People > Members, with Pending selected, you can resend invitation links or copy the email of pending users to send them custom follow-up emails.
Can you delete pending users?
Yes! Go to Settings > People > Members and press the dropdown to select "Pending".
Then, click on the down arrow next to Email Blast and select Delete.