Managing Members

Add and maintain the people who use your transport service — passengers, driver members, and group members linked to organisations.

View members

1. Go to Operations.
2. Click Members, then Members List.
3. Review the list or open a tab to focus on one member type:
   • All members
   • Non-Driver member
   • Group member
   • Driver member

Use the search box to find a member by name, email, or phone. Email is not shown in the list. Disabled members are hidden from the list.

When you open a member, the heading description shows all of their member types as coloured badges. Record tabs include Details, Bookings, Billing, Driver (when they drive), Availability, Activity log, and Options. Billing is a dropdown for Subscription, Invoices, Payments, and Credits. Driver is a dropdown for Driving licence, Training, and Compliance when more than one of those applies.

Use Filters to find members. Filters are grouped by type: Status (including Wheelchair member, On the app, missing emergency contact, and Outside operational area when the operational area is on), Training and compliance, Payments (subscription, Direct Debit, and Failed collection), and Consent (Marketing signup and Photo consent). A mobile icon next to the name means they are on the OpenCommute app. When GoCardless is offered on invoices, the members list includes a Direct Debit column (Active, Pending, Failed, Cancelled, or None). The dashboard Members widget and Alerts both show a No subscription issue when members have no membership subscription. The alert opens Members with the No subscription filter on. When the OpenCommute app is enabled, it also shows an On the app count for members and for staff.

An example of the Members list showing member types and compliance status.

Add a member

1. Go to Operations.
2. Click Members.
3. Click New member.
4. Enter Name and Email. The email cannot already belong to another member or staff person in this organisation.
5. Tick one or more Member types:
   • Non-Driver member — a passenger who can be booked on Open or One-to-One trips
   • Group member — linked to an organisation for group bookings
   • Driver member — can hire a vehicle on Driver Own bookings
6. If Group member is ticked, select an Organisation. If the organisation is not in the list, search for it and use Create organisation to add it without leaving the member form (you need permission to create organisations in Settings).
7. Optionally set a Home location: enter a House number / name and Postcode, click Search, or click Click on map. The house number or name is shown to drivers so they can find the property.
8. Optionally turn on Marketing signup and Photo consent in the Consent section.
9. Click Create.

When your team has an operational area switched on and the home address is outside that area:

• Warn (default) — a warning appears. Click Create, turn on the confirmation in the dialog, then click Create member. That decision is recorded on the member Activity log.
• Block — the home location cannot be saved. Change the address or switch to Warn in Settings > Vehicles.

Member types can overlap

One person can have more than one type — for example, a Driver member who is also a Non-Driver member on other trips.

An example of creating a member with name, email, and member types.

Photo

Add an optional photo. Images are automatically resized to a maximum of 800px.

When creating a member:

1. Go to Operations > Members > New member.
2. Upload a JPEG, PNG, or WebP file in the Photo field to the left of Name.
3. Click Create.

On an existing member:

1. Open the member.
2. On Details, click Add photo or Change photo.
3. Upload a JPEG, PNG, or WebP file.
4. Click Save photo.

The photo is shown to the left of Name on the member record. Only signed-in team members can open the stored file.

Contact details

Use the Contact section on the Details tab to store a phone number and driver notes.

1. Open the member (or enter these fields when creating a new member).
2. On Details, find the Contact section.
3. Enter Phone number and Driver notes as needed.
4. Click Save on the member record.

Driver notes are shown to volunteer drivers and staff drivers on bookings for this member — for example, boarding help or vehicle preferences.

Who can see contact details

Only platform users, volunteer drivers, and staff drivers can view phone numbers and driver notes.

People on the OpenCommute app can add or change their phone number and home address under Settings → Phone and address. Saving updates the same phone, house number or name, and address on every organisation they belong to. The member Activity log shows Phone and address updated from app. That entry does not include the phone or address — open Details on the member record if you need to see them.

Consent

Use the Consent section on Details to record marketing signup and photo consent.

1. Open the member (or set these when creating a new member).
2. On Details, find the Consent section.
3. Turn on Marketing signup if they have opted in to marketing emails and updates.
4. Turn on Photo consent if they have consented to photos being taken and used.
5. Click Save on the member record (or Create when adding a new member).

Both toggles start off. Use the Marketing signup and Photo consent filters on the members list to find people who have opted in.

People on the OpenCommute app can also set these when they join, and later under Settings → Consent for the organisation currently selected in the app. A change in the app is stored on the same member record. The member Activity log shows Consent updated from app, with Changed by using the member icon and a mobile icon.

Emergency contact

On the platform, emergency contact details are opened from Details and are protected by an access log.

Add emergency contact

You can add emergency contact details when creating a member, or later from the Emergency contact button on Details.

When creating a member:

1. Go to Operations > Members > New member.
2. Scroll to the Emergency contact section.
3. Enter Emergency contact name, Emergency contact phone, and Emergency contact relationship.
4. Click Create.

After the member exists:

1. Open the member.
2. On Details, click Emergency contact.
3. Click Add emergency contact.
4. Enter the contact name, phone, and relationship.
5. Click Save emergency contact.

An example of the Emergency contact modal when no details are on file.

View emergency contact

Existing emergency contact details are not shown until you confirm secure access.

1. Open the member.
2. On Details, click Emergency contact.
3. Click View emergency contact.
4. Read the notice, enter a Reason for access, and tick I understand this information must be kept secure.
5. Click Confirm and view.
6. Review the contact details in the modal. Personal details are on the left. When the member’s organisation has an emergency contact, it is on the right, with a line between the two. A contact that has not been set is left out.
7. Click Close when finished.

Your access is recorded in the member Activity log when the contact details are shown, including the reason you entered.

Only access when needed

Emergency contact details are sensitive. Only open them when you need to, and only share them when necessary. All access is logged.

Update emergency contact

1. Open the member.
2. On Details, click Emergency contact.
3. Click Update emergency contact.
4. Enter a Reason for access and confirm you will keep the information secure.
5. Click Continue.
6. Update the contact name, phone, or relationship.
7. Click Save emergency contact.

The change and your reason are recorded in the member Activity log.

People on the OpenCommute app can add or change these details under Settings → Emergency contact. Saving updates the same name, phone, and relationship on every organisation they belong to. The member Activity log shows Emergency contact updated from app. That entry does not include the contact details — use View emergency contact if you need to see them.

Activity log

Open a member and go to the Activity log tab to see changes to that record, including member types, emergency contact access, home location decisions, Member imported when the record was added from Settings → Import data, and Notification sent when an OpenCommute app join request is approved and a device notification is sent. Member type changes show each type as a coloured badge.

When someone joins from the OpenCommute app, the log shows Joined from app. When they update their emergency contact in the app, it shows Emergency contact updated from app. When they update their phone or home address in the app, it shows Phone and address updated from app. When they change marketing signup or photo consent in the app, it shows Consent updated from app. App changes show the member or staff icon next to Changed by, plus a mobile icon. Members who are on the app also show a mobile icon next to their name on the list and at the top of the record, with the tooltip They are on the app. Disconnecting them from Options records Disconnected from app, with Changed by as the platform user who did it — not a mobile icon. Phone, address, and emergency contact values are not shown in Changes made, including on older entries that stored them.

You can also review the same entries on the team Audit Log.

Set a home location

Members who need a pickup address can have a home location on their record. You can set it when creating a member, or later from Details.

1. Open the member.
2. On Details, click Home location.
3. If an address is already set, click Change address. Enter the House number / name and Postcode (side by side), then click Search.
4. The matching street address is shown when there is one result. If more than one match appears, choose from the list, or click Click on map.
5. Click Save home location.

The house number or name is shown to drivers on open bookings when they pick this member up at home.

If no home location is saved, Details shows a warning. Use Set home location on the warning, or Home location on Details. To remove a saved address, click Clear home location. The warning is shown again.

If an operational area is switched on and the address is outside it:

• Warn — a warning appears. Click Save home location, turn on the confirmation in the dialog, then click Save home location again. The Home location window closes. That decision is recorded on the member Activity log, and the member list shows an outside-area icon with the tooltip Outside operational area. Use the Outside operational area filter to find these members.
• Block — the home location cannot be saved from the platform.

People on the OpenCommute app can also set their home address, optional house number or name, and phone number under Settings → Phone and address. They enter a house number or name and postcode, then search. Saving copies those details to every organisation they belong to. If the address is outside an organisation's operational area, the member list still shows the outside-area icon. The app still saves the address they entered.

Driving licence and sign-off

For Driver member and Group member types that will drive, complete Driving licence under Driver:

1. Open the member.
2. Open Driver and choose Driving licence.
3. Click Add driving licence (or Edit driving licence).
4. Enter Licence number, Expiry date, Licence postcode, Licence categories, and upload photos if needed. When adding a licence, also enter the National Insurance number and confirm DVLA check consent.
5. Click Add License or Save License.
6. To view or change a National Insurance number that is already on file, click View National Insurance or Update National Insurance, enter a reason, and confirm you will keep it secure. That access is recorded on the Activity log. The number is not shown on the Driving licence summary.
7. Click Record licence check when a check is done. Use the licence postcode on the summary and the National Insurance number after you have given a reason.
8. Click Sign off for driving on Driving licence (or on the Options tab) when the member is approved to drive.

The driver is emailed when you sign them off. If they use the OpenCommute app, they also get a device notification that updates their driving licence status and booking options in the app. Revoke driving sign-off on the Options tab sends the same email and app notification.

Drivers on the OpenCommute app can submit a copy themselves under Settings → Driving licence. They photograph the front and back of their licence, enter the number, National Insurance number, licence postcode, expiry date, and categories, then confirm DVLA check consent and save. That does not sign them off. The Driving licence tab shows that the copy came from the app and is waiting for a check. Record a passing licence check, then sign off for driving. If they later change the details or photos, sign-off is cleared and you need to check and sign off again.

A driver without a National Insurance number, licence postcode, or DVLA consent is counted in Licence issues and cannot be assigned to bookings until those details are on file. Filling them in for the first time does not clear an existing sign-off.

When a licence is due to expire within 30 days, or has already expired, the member is emailed if they have an email address on file. The message asks them to update their licence with the team and to get in touch. The same email is sent to staff who have a licence on their record.

How long a licence check lasts

Licence checks expire so that drivers are re-checked regularly. When you record a check, the modal tells you the date it will need repeating, and the Driving licence tab shows that date under the latest check.

Once a check passes its expiry date the member's licence status changes to Check expired. They are counted in the Licence issues alert, they appear under the Licence issues filter on the member list, and they cannot be assigned to bookings until a new check is recorded. Recording a new passing check clears the issue.

The validity period is set per team on Settings → Members & Staff, under Driving licence checks. New teams start at one year. See Updating Options.

Sign-off is required for booking

Members without a valid licence check and driving sign-off cannot be selected as drivers on bookings. See Driver Own Bookings and Group Bookings.

Complete training

When your team requires training before assignment, use Training under Driver:

1. Open the member.
2. Open Driver and choose Training.
3. Complete each checklist item for their member type.
4. Save as you go.

Turn checklist training on or off in Settings > Members & Staff.

Training booking requirement

Some teams also require members to pass a training booking before they can be signed off or assigned as drivers. This is configured separately from checklist training under Member types requiring a passed training booking in Team settings overview.

1. Schedule a training booking with the member as an attendee.
2. Complete the session and mark the attendee as Pass on the booking Attendees tab.

When no session is booked yet, the member Details tab shows a warning. Use Book training on that warning to choose an available slot for next week, or search for other dates. You can also book from Driver → Training, or use Find availability with booking type Training. Members on the OpenCommute app see the same home alert as when they joined: this organisation requires a training session before they can drive, and they will be contacted to arrange a training booking. That alert hides once a training session is booked.

To waive the requirement for an individual, open the member, go to Options, click Override training booking requirement, enter a reason, and confirm. Any upcoming training bookings for that member are cancelled automatically. Use Revoke training booking override to restore the requirement later.

Training tab vs training bookings

The Training tab records checklist items. Training bookings are separate sessions with pass or fail sign-off. Both may be required depending on your team settings.

Subscriptions

Members need a paid subscription before they can be added to Open bookings, request a One-to-One trip, or hire a vehicle on a Driver Own booking. Staff, Internal, Block, and Training bookings are not gated. If a member who needs a subscription has none, or their invoice is unpaid, an alert on their record explains they need a paid subscription before they can be added to bookings. Use Subscription on the alert to open Billing → Subscription. Members on the OpenCommute app can also start, pay, cancel, or resume their membership from Settings → Membership (Home warns when a paid subscription is still needed). Before they pay a membership subscription invoice, the app asks them to confirm a digital membership form. Renewing members see their current name, email, phone, address, emergency contact, wheelchair use, and consent, and can edit anything that has changed. New members fill in the same details, most of which are already there from signup. Saving updates the member record. Billing → Subscription shows App membership form when they use the app, including when they last confirmed those details. Booking and other invoices do not ask for this form. They can search and pay membership, booking, and other invoices from Invoices in the app menu. Home shows the latest invoice, in the same style as the next booking card. View invoice opens a simple invoice in the app.

If a member already has an upcoming booking and their subscription later lapses, the booking shows a warning. When Draft auto-cancel is on, One-to-One and Driver Own bookings in that cancel window are cancelled automatically — the notice says The member is not subscribed. — and the member is removed from Open bookings. Early open-booking invoices for that member are voided before the invoice period starts, with any payment moved to account credit. Cancelled subscriptions stay valid until the paid period ends, so those bookings are left alone. See Managing Bookings for the other cancellation notices.

1. Open the member.
2. Open Billing and choose Subscription.
3. Click Start subscription. The window shows whether this is a monthly or yearly subscription and the invoice amount. The interval is set in Settings > Prices or Settings > Members & Staff.
4. If membership prices are still £0.00, the Start subscription window warns that prices have not been set and the invoice will be £0.00. Users who can open Settings > Prices see a Set prices link. Alerts also shows Prices not set under Settings until the rates are saved.
5. Confirm that an invoice will be generated for the amount shown, covering the current period until the end date shown, then click Start subscription. The invoice is created at the full period price set in Settings > Prices. If a rise is scheduled, that invoice uses the rate in force on the period start date. The member can be booked once that invoice is Paid.

Renewal invoices are generated automatically before the next period starts. Cancel a subscription to stop future invoices — access remains until the current paid period ends. If the current period has not been paid in full, that invoice is voided. Unpaid renewal invoices for periods that have not started yet are also voided. If the member had already paid part of the current invoice or a future renewal, that amount becomes account credit. Fully paid periods keep coverage. You cannot cancel while a Direct Debit collection is in progress — wait for it to confirm or fail first. During the current paid period an alert on the member record shows the end date. Use Renew on Billing → Subscription (or on the alert) to resume renewals without creating another invoice.

To allow bookings without payment, use Override subscription requirement, enter a reason and an expire date, and confirm the toggle. Any unpaid subscription invoices are voided and the membership is cancelled when you override. Start subscription and Cancel subscription are unavailable while an override is active. The override stays in force through the expire date, then switches off. The expire date is shown on Billing → Subscription. Use Revoke subscription override to restore the requirement sooner. Starting a subscription also revokes any override.

The members list includes a Subscription column and filter: Active, Unpaid, Cancelled, None, or Overridden. A cancelled subscription stays valid until the paid period ends.

When GoCardless is offered on invoices, the members list also includes a Direct Debit column and filter. Open a member to see the mandate banner on Details. If a card or Direct Debit collection failed and Stripe or GoCardless is offered, a warning appears on the member record.

Account credit

When a member is removed from a chargeable open booking before the invoice period starts, any payment on their invoice is moved to their account as credit. The same happens when unpaid open-booking place expiry voids a partially paid invoice, and when cancelling a membership subscription voids a partially paid current or future invoice.

1. Open the member.
2. An alert on the Details tab shows the available balance when they are in credit.
3. Open Billing and choose Credits to see the history. Booking names in that table open the related booking.

Credit is applied automatically when a booking invoice is issued — so the invoice already shows the reduced balance when you send it — and to any sent invoice that is still unpaid. Pay and Record payment stay locked until the invoice is sent.

See Open Bookings — Remove a member and Booking settings.

Connect or disconnect Direct Debit

When GoCardless is connected, you can link an existing mandate to a member without waiting for them to set one up from an invoice.

1. Open the member.
2. Go to the Options tab.
3. Click Connect Direct Debit.
4. Search by name, email, mandate ID, or reference, then select the mandate.
5. Click Connect Direct Debit.

The member record then shows Direct Debit: Active, and later invoices can be collected automatically. A mandate already linked to another member or organisation cannot be connected again.

Billing → Payments shows the active mandate, with the account holder name and mandate ID on the right. Direct Debit collections already submitted appear in the payments table with a Pending status until they confirm, the same as Operations > Payments and the invoice Payments tab. Filter the table by Method, a Paid date range, or Voided payments, the same as Operations > Payments.

To stop automatic collection:

1. Open the member.
2. Go to the Options tab.
3. Click Disconnect Direct Debit.

This cancels the mandate in GoCardless. Later invoices are not collected automatically until the member connects again from Options or sets up Direct Debit from the next unpaid invoice. Collections already submitted to GoCardless are not cancelled.

See Payment Connections for connecting GoCardless.

OpenCommute app

When a member is on the OpenCommute app, a mobile icon appears next to their name on the list and at the top of the record. On the Options tab, OpenCommute app has two actions.

Show devices

1. Open the member.
2. Go to the Options tab.
3. Click Show devices.

The list shows each device that has signed in with that member account: type (iOS, Android, or Web, with an icon), device ID, and last used. Devices belong to the member account, so the same list appears on every organisation they are linked to. Browser sign-in shows as Web. Phone and tablet type comes from the OpenCommute app.

Disconnect the app

You can unlink them so they no longer see this organisation in the app.

1. Open the member.
2. Go to the Options tab.
3. Click Disconnect app.

They can join again later with a joining code. The member Activity log records Disconnected from app, with Changed by as the user who disconnected them.

Disable a member

1. Open the member.
2. Go to the Options tab.
3. Click Disable member.

Disabled members stay on record but cannot be used on new bookings. They are hidden from the Members list. If they were on the OpenCommute app, they are also disconnected from this organisation. The organisation is removed from the app on the next sync, and they must join again with a joining code after you enable them.

Click Enable member to restore booking access.

List columns

These are the columns available and a small description of each one.

Column	Description
Subscription	Whether the member has a paid, unpaid, cancelled, missing, or overridden subscription.
Types	The member types assigned to this person.
Training	Whether required training is complete or still needed.
Licence	Licence status and any issues.
Sign-off	Whether the member is signed off to drive.
Member since	When the member was added to your team.

Review app join requests

When an operational area is switched on, people who join from the OpenCommute app with a home address outside that area are not added straight away. They see a pending message in the app until you approve or reject the request.

1. Go to Operations > Members > Join requests. You can also open Alerts, or the compact Member join requests alert on Members List or Staff, and click View join requests.
2. Review the name, email, type, phone, and address.
3. Click Approve to add them as a member (marked as outside the operational area), or Reject to turn the request down. After you approve, the notification includes View member to open their record. They are emailed either way. Members who allowed notifications on the OpenCommute app also see a notification there. When that app notification is sent, the member or staff Activity log shows Notification sent for Member app join request approved.

The same list is used for Driver and Non-Driver app joins. Approved driver members appear on Members, not Staff.

Related guides

• Managing Staff — staff drivers and volunteer drivers
• Managing Alerts — join request alerts
• Team settings overview — operational area and other team settings
• Audit Log — team-wide history including emergency contact access
• Managing Organisations — organisations for group members
• Managing Checklists — training checklist templates
• Managing Invoices — invoices and account credit payments
• Payment Connections — Stripe and GoCardless for invoice payments
• Stats Overview — subscription status charts
• Reports Overview — printable membership subscriptions report
• Open Bookings — chargeable places and invoice period
• One-to-One Bookings — member trips with volunteer drivers
• Driver Own Bookings — driver member vehicle hire