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How do I convert a lead into a member?

The two ways to convert a lead, and how to finish setting up the new member.

When a lead decides to join, turning them into a full member has two parts: convert the lead, then finish setting up their membership. There are two ways to convert.

Route 1: Convert them yourself (Admin Portal)
Leads >> Manage >> find the lead >> click the menu to the right of their name >> Convert to Member >> confirm. This creates a full member profile from the lead record.

Route 2: Send the lead your sign-up link
Send the lead your sign-up link and let them sign up themselves - once they complete it, their lead record is converted to a member automatically in the background, with no manual step from you. They choose their package and payment during sign-up. Any sign-up link works (your general link or a location-specific one); find it under Settings >> Widgets >> Sign Up Widget. See How does the sign-up widget work?
Important: the lead must sign up using the exact same email address that is on their lead record. If the email is not a 100% match, Octiv creates a separate new member instead of converting the lead, leaving you with a duplicate profile.

After converting: finish setting up the member

  • Assign a package - Members >> [Member Name] >> Packages >> assign the membership package and set the payment method and billing details. (If the member signed up via the sign-up link, they already chose a package during sign-up.) The package controls billing and class sessions.
  • Assign a programme (critical) - Members >> [Member Name] >> Programme >> Assign >> select the programme (e.g. your main training programme). A programme is not assigned automatically when a lead is converted, and without one the member can't see any workouts or training content in the app even though their account is active. The programme controls workout content; the package controls billing - assign both.

Welcome email
The new member automatically receives a welcome email with their Octiv login details when their profile is activated. You can also send it again if needed: Members >> [Member Name] >> Actions >> Send welcome email.