Member Self-Service Portal
Members can view their membership details and manage their payment method through the online portal. Here’s what they can do and how to help them.
Best for:
Owners explaining the portal to clients, and staff helping members access their account information.
What Members Can See
When members log into the portal, they can view:
| Information | What It Shows |
|---|---|
| Membership Status | Active, Paused, Past Due, etc. |
| Current Plan | Plan name and monthly price |
| Credit Balance | Available credits by service |
| Credit Expiration | When each credit bucket expires |
| Next Bill Date | When the next payment will be charged |
| Billing History | Past payments and receipts |
What Members Can Do
View Their Balance
Members see exactly how many credits they have and when they expire. This helps them plan visits and avoid losing unused credits.
Update Payment Method
If a payment fails or they want to use a different card, members can update their payment method themselves:
- Log into the portal
- Go to Membership section
- Click Update Payment Method
- Enter new card details
The system retries any failed payments immediately after the card is updated.
Note: For failed payments, members also receive a special email link that lets them update their card without logging in.
View Billing History
Members can see all their past payments and download receipts for their records.
What Members Cannot Do (Yet)
In the current version, members must contact you to:
- Pause their membership
- Cancel their membership
- Change their plan
- Add or remove credits
These actions require staff assistance.
Helping Members Access the Portal
If They Don’t Have an Account
Members created through online enrollment already have accounts. For members enrolled by staff:
- Open their client profile
- Click Send Portal Invite
- They’ll receive an email to set up their password
If They Forgot Their Password
- Go to the portal login page
- Click Forgot Password
- Enter their email
- They’ll receive a reset link
If They Can’t Find Their Membership
If a member logs in but doesn’t see their membership:
- Check that their email in the system matches the one they’re using to log in
- Verify the membership is active in their client profile
When Members Have Questions
Common questions members ask and how to help:
| Member Asks | Your Response |
|---|---|
| ”How many credits do I have?" | "You can check in the portal, or I can tell you—you have X credits expiring on [date]." |
| "When is my next payment?" | "Your next bill date is [date]. You can always see this in the portal too." |
| "My payment failed" | "You should have received an email with a link to update your card. I can also help you update it right now." |
| "I want to pause my membership" | "I can help with that. Let me pause it for you—how long would you like to pause?" |
| "I want to cancel" | "I’m sorry to hear that. Let me process that for you and explain your options for using remaining credits.” |
Portal Access for Your Business
The member portal is part of your online booking site. Members access it at:
yourbusiness.estheticsense.com/portal
Or through the My Account link on your booking page.
Pro Tips
Mention the portal at enrollment: When signing up new members, show them how to access the portal and check their balance. It reduces "how many credits do I have?" calls.
Expiring credits alert: Members see when credits are expiring. Encourage them to check regularly so they don't lose value.
Self-service saves time: When members call about their balance, remind them they can check anytime in the portal. It frees up your front desk.