If a member signed up but can't get into your community yet, they haven't finished onboarding. Here's how to find them and get them in.
How to find them
- Go to Settings > People > Leads.
- Click All at the top of the list and choose Onboarding. You can also search by their email.
Awaiting first login
They finished the onboarding form but haven't logged in yet. Their answers are saved and apply as soon as they log in. On a computer, Heartbeat emails them a login link. On a phone, onboarding ends with a Continue in App button instead, so ask them to open the Heartbeat app and log in with the email they signed up with.
Paid, onboarding incomplete
Their payment went through but they didn't finish creating their account. Ask them to open your sign-up link again and finish with the email they paid with. The payment stays attributed to that email, so they won't be charged again.
Automatic reminder emails
Heartbeat sends 4 follow-up emails over 3 days to anyone who starts onboarding but doesn't finish. This is on by default. To turn it off, go to Settings > Community > General and switch off Pending user follow-ups under Member defaults. Learn more about automated onboarding emails.