Understand Customer Access
Learn how to understand Customer Access in Topo, including customer Access as the member's entitlement.
When to use this
Use this article when you need to understand Customer Access in Topo. The main staff surface is member profile access history, Plans. It is written for Managers.
What this covers
Customer Access as the member's entitlement
States
Relationship to plans, plan versions, sales, check-ins, Stripe subscriptions, and access events
Why plan changes do not rewrite existing terms
Before you start
Open member profile access history, Plans.
Use a staff role that can view or edit members for the action you are taking.
Check the selected location when reviewing front-desk access. Some member lists and check-in options are filtered by recent visits or location-scoped access.
Use the member profile as the source of truth for contact details, access, waivers, notes, payment methods, and account credit.
Steps
Open a member profile and review access history.
Treat member access as the actual entitlement, separate from the plan template.
Read the status, start/end dates, plan version, billing state, freezes, and cancellation state.
Use access events to understand how the entitlement changed over time.
When changing plans, freezing, cancelling, resubscribing, refunding, or starting a prepaid clock, verify the resulting access record after the action.
What happens after saving or completing this
The change is reflected in the relevant staff screen and activity history.
If the workflow affects members, payments, access, inventory, or email, review that downstream area before moving on.
Common issues and fixes
A profile exists but the member cannot enter: profile data alone does not grant access. Review the access card, waiver card, and blocker messages.
A member cannot be archived: primary payers and active billing relationships may need to be moved or cancelled first.
A duplicate profile appears likely: compare email, phone, date of birth, family group, and recent activity before editing or archiving either record.
Related articles
Search for a Member
Resolve Check-In Blockers