> ## Documentation Index
> Fetch the complete documentation index at: https://docs.rntor.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Customer journey

> Understand the customers' journey in your member web portal and mobile app

Customers can access your member portal in two ways — by discovering it on their own or by receiving a direct member invitation. This page outlines what each journey looks like.

## New customer journey

A new customer lands on your member web portal or mobile app from your website, a social media link, a QR code, or anywhere else you've shared your portal publicly.

<Steps>
  <Step title="Browse your services">
    Users can explore everything you've set to **Public** visibility — **Rooms, Desks, Offices, Equipment, Parking, Events,  Shop, Feed, Support,** and **Sign up** button with  membership plans — without needing to log in.

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-1.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=120a37091bba844ea8fc567921e83a5c" alt="Member Web Portal Customize The Landing Page 3" width="1428" height="642" data-path="images/member-onboarding-1.png" />
  </Step>

  <Step title="Enter their email">
    The moment a visitor starts a booking, signing up for a plan, or any other interaction, they are prompted to enter and verify their email address. By continuing, they  agree to your organization's [privacy policy](/docs/admin/general/privacy-policy).

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-2.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=761aefd85e7afe087365cd3527d25249" alt="Image" width="887" height="751" data-path="images/member-onboarding-2.png" />

    <Info>
      The confirmation code is valid for 10 minutes.
    </Info>
  </Step>

  <Step title="Accept terms of use">
    When proceeding with a booking, purchase, or any action that creates a mutual obligation, customers are prompted to enter their  name and accept your [terms of use](/docs/admin/general/terms-of-use).

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-3.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=4af5f2261eef008aedd4276bb24a8b7d" alt="Image" width="894" height="751" data-path="images/member-onboarding-3.png" />

    <Info>
      Terms of use acceptance applies to all actions that create mutual obligations or liabilities — bookings, product orders, and similar — even when no payment is involved.
    </Info>

    If the action involves a payment, customers may also be asked to provide billing details, depending on whether you have enabled that.
  </Step>

  <Step title="Complete their profile">
    After their first interaction, a **Complete your profile** banner appears at the top of the main page. Customers can add a photo, bio, or phone number at any time.

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-4.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=6d9944e8d2b2a409995cea3b2406fc08" alt="Image" width="1024" height="339" data-path="images/member-onboarding-4.png" />
  </Step>
</Steps>

## Invited member journey

When you invite someone as a member, they receive an email with an \*\*Activate my account \*\*button.

<Steps>
  <Step title="Activate their account">
    Clicking **Activate my account** in the invitation email logs the user into the member portal automatically — no email verification required. Their profile is prefilled with the details you entered when inviting them.

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-5.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=12ce7f51e98c94ca2a02ec0aff4bdac1" alt="Member Onboarding Invited Member Journey 1" width="1024" height="606" data-path="images/member-onboarding-5.png" />
  </Step>

  <Step title="Access your services">
    Invited members immediately see and can interact with all products and services set to **Location members**, **Network members**, or lower visibility. If you have assigned them a subscription, all its entitlements and access are available right away (unless the subscription is set to start on a future date).

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-6.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=8e514f953236a6929e05b0bf906a5bf1" alt="Member Onboarding Invited Member Journey Access Your Services" width="1024" height="227" data-path="images/member-onboarding-6.png" />
  </Step>

  <Step title="Accept terms of use">
    When making their first booking, purchase, or any action that creates a mutual obligation, they are prompted to accept your [terms of use](/docs/admin/general/terms-of-use).
  </Step>

  <Step title="Complete their profile">
    A **Complete your profile** banner appears at the top of the main page. Customers can add or update their photo, bio, or other personal details at any time.
  </Step>
</Steps>

## How customers log out

<Steps>
  <Step title="Go to the Account page">
    Tap the icon showing their photo, name initials, or the **Person** icon to open the **Account** page.
  </Step>

  <Step title="Log out">
    Tap the **(...)** menu in the top right >**Log out**.

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-7.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=400a37de2ea49f4e74e7c244ab1fd966" alt="Image" width="1024" height="432" data-path="images/member-onboarding-7.png" />

    <img src="https://mintcdn.com/rntor/YY7oIJjMZhe6trWp/images/member-onboarding-8.png?fit=max&auto=format&n=YY7oIJjMZhe6trWp&q=85&s=313501954c71fcceb5a7682441ba75ad" alt="Image" width="1024" height="571" data-path="images/member-onboarding-8.png" />
  </Step>
</Steps>

**FAQs**

<Accordion title="What's the difference between Sign up and Log in?">
  * **Sign up** is not about account creation. It opens the list of every membership plan your space offers so a customer can subscribe to one. As with any booking or other purchase, if the customer is new, the system creates an account for them automatically as part of the flow.
  * **Log in** is for customers who already have an account. A new customer who doesn't have one yet simply creates one the moment they click **Log in**.

  Logging in is usually not necessary for new customers, though. They can explore all your resources and services without logging in and start booking, [sign up for a plan](/docs/admin/billing/plans/immediate-plan-sign-ups#how-users-sign-up-for-plans), apply for a service, or take any other action — an account is created automatically the moment they act.
</Accordion>

<Accordion title="What should I do if I or my customer cannot log in?">
  If you or your customer are having trouble logging in, check the following:

  1. Double-check the entered email address. If there is a mistake, tap `Wrong email?` to correct it.
  2. Entering an incorrect confirmation code 5 times within 20 minutes triggers a temporary lockout for 20 minutes from the first failed attempt. Wait for the lockout to expire, then re-enter the email address to receive a new code.
  3. If OTP emails are not arriving, follow [these email delivery troubleshooting steps](/docs/admin/general/mail-from-and-footer#troubleshoot-email-delivery-issues).
</Accordion>

<Accordion title="How do members check in when they have a membership?">
  * Members with a full-time plan or an assigned resource (e.g. a dedicated desk or private office) do not need to check in — they have continuous access through the member portal. If your space uses an access control system, door access is granted automatically based on their subscription.
  * Members with a plan that includes [day passes](/docs/admin/billing/credits-and-day-passes/day-passes) check in by booking a desk with a day pass on each visit. With access control, door access is granted only on days they book, rather than on a permanent basis.
</Accordion>