📝 Overview
In TeamUp, the term “Active customer” can have different meanings depending on where it appears in your account.
It may relate to customers counted for subscription fee billing, customer status classifications (such as New or Slipping Away), or active members within a specific membership.
This guide explains what “Active” means in each context so you can better understand your reports, billing, and customer lists.
👤 Active Customer types
When TeamUp refers to an Active customer, it can mean different things depending on where you’re seeing it, most commonly in relation to subscription fees, your Customer Settings, or membership activity.
Click here to see the three Active Customer types
Click here to see the three Active Customer types
💳 Active Customers for Subscription Fees (Billable Customers)
In the context of subscription fees, an “Active customer” (also called a billable customer) is someone who either registers for an event or makes any purchase (membership or store purchase) during the billing month, and they’re only counted once per month, even if they book or buy multiple times.
Click here to find out more
Click here to find out more
New customers and Slipping Away customers are considered "Active" customers, and all customers are "Active Customers" until they meet the criteria for "Inactive Customers".
You can also view exactly who was counted (and why) from your Settings ➔ Subscription Fees area (here), where TeamUp shows the billable customer list for the current and previous billing periods.
💡These subscription fees will adjust automatically each month based on how many active members you have.
To see more information about the tiers, head to our pricing page.
💡 A billable customer is someone who attends or purchases something from your business during the month.
You can find out more about this here: How are subscription fees calculated?
🟢 Active Customers in Customer Settings (Customer Status)
In Customer Settings, “Active” relates to how customers are classified based on the engagement criteria you define in your account.
Click here to find out more
Click here to find out more
You can set rules that determine when a customer becomes Inactive (for example, after a certain period without registering or making a purchase). Until a customer meets your Inactive criteria, they remain classified as Active within your account.
To view Active customers, go to your Customer List and filter the Status field to Active Customers.
💡 If you go to Settings ➔ Customers (here) you will find the Customer Settings section where you can select how the system will identify customers who are New, Slipping Away, and Inactive.
You can find more information about this in our relevant guide here: Customer Settings
👥 Active Members in Memberships
“Active customer” is also commonly confused with Active members, which is a membership-specific term.
Click here to find out more
Click here to find out more
Active members refers to the number of customers who are currently active on a particular membership, and you can see this in the Memberships area of your business dashboard.
If you then go into a membership, you can see a list of these active members by going to the "Members" tab, where you can see and copy their email addresses, and also see their expiry date and current usage.
❓ Frequently Asked Questions (FAQ's)
Click here to see frequently asked questions
Click here to see frequently asked questions
Why does my number of Active customers not match my Active members count?
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Click here to see the answer
These figures measure different things.
Active customers (subscription/billing) refers to customers who registered for an event or made a purchase during the billing period.
Active members refers to customers who currently have an active membership.
It’s normal for these numbers to be different.
Can a customer be Active without having a membership?
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Click here to see the answer
Yes. A customer can be considered Active if they register for an event or make a purchase, even if they don’t have an active membership.
Does a free class or free purchase count a customer as Active?
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Click here to see the answer
Yes. If a customer registers for an event (even if it’s free) or makes a purchase, they may still be counted as Active for subscription fee purposes during that billing period.
Where can I see which customers were counted as Active for subscription fees?
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Click here to see the answer
You can view the list of billable (Active) customers for each billing period in Settings → Subscription Fees, where you’ll also see why each customer was counted.