Member profile

The member profile is the page for a single customer. It shows what they have earned and spent, what they bought, which segments and memberships they belong to, and their contact details. It is also where you make things right after a support conversation: add or remove points, generate a discount for them, sign in as them to see what they see, or suspend the account.

Open a member profile

In the Toki app, click Members in the left navigation.
Find the member and click their row. See Members directory for search and filters.

At the top of the profile you see the member's name (or their email if no name is on file), their photo if they have one, and Joined followed by the date they were added. If the account is suspended, a red badge reads Suspend or Suspend until followed by the end date.

The More actions menu in the top right holds the account-level actions. They are covered in Account actions below. Click Members at the top to go back to the list.

The page has two parts. The cards on the right summarize the member. The tabs on the left hold the detailed history.

The Customer card

The Customer card shows who the member is.

Field	What it shows
Contact Info	The member's email. Click it to open their customer record in your Shopify admin. Click the small info icon next to it to see their Shopify customer ID. If the member exists in more than one of your stores, the Customer IDs list shows each store with its ID, and each ID opens that store's customer record.
Membership	The membership tier the member currently holds.
Birthday	The member's birthday, if you have it.
Socials	The member's social handles. Each one links to their profile on that network.
Referrals	Who referred this member, listed per store. Click the email to open the referrer's profile.

Edit customer information

Click the pencil icon next to Customer.
In Edit Customer Information, update the First name, Last name, Birthday, and social handles (TikTok, Instagram, Twitter, Discord, Facebook).
Click Save.

Edit referrals

Use this when a referral was not tracked and you want to credit the right person.

Click the pencil icon next to Referrals.
In Edit Referrals, you see one row per store. Search for the referrer by email and pick them.
In Referral activity, choose the referral activity that should credit the referrer. This is required once a referrer is chosen.
Click Save.

See Referral rewards for how referral activities work.

The Store Credit card

The Store Credit card lists the member's balance. If you run more than one store credit, the card is called Store Credits and shows each balance on its own line. Every balance shows the points amount followed by its value in your store currency in parentheses.

If a balance has points that will expire, an Expiration line shows the next expiration date and the amount that expires. Click it to open Expiration details, a list of upcoming expirations with a Date and Amount for each.

See Store credits for how balances and conversion rates are set up.

Add or subtract points

Click the pencil icon on the Store Credit card. The Edit balance dialog opens.
Under Adjustment, choose Credit to add points or Debit to subtract them.
If you run more than one store credit, pick which one in the Points dropdown.
Enter the Amount in points. The currency value appears next to the field as you type.
Add a Description. It appears in the member's Recent transactions table.
Click Apply.

Two optional checkboxes change how the adjustment counts toward tiers and segments:

Option	Available when	What it does
As penalty	Debit is selected	Counts the deduction in segment conditions of the cumulative type.
Non-Tier Points	Credit is selected	Leaves the added points out of tier progress for the Store Credit (Cumulative) unlock condition, across all tiers. Useful for goodwill credit that should not move the member up a tier.

If you subtract more than the member holds, Toki shows a Balance will go below zero warning with the resulting balance before you apply it.

The change shows up right away in Recent transactions on the Loyalty tab.

Redeem on the member's behalf

Click the discount icon on the Store Credit card, or choose More actions → Redemptions. The Redemptions dialog lets you do what the member would do in their wallet:

Section	What it does
Balance	Enter an amount in your store currency and click Generate discount. Toki creates a discount code from the member's balance. Any minimum cart spend and minimum or maximum amounts from your redemption settings are shown under the field. Generated codes appear below so you can copy them.
Membership perks	Perks from the member's tier. Click Generate next to a perk to create its discount code.
Unused discounts	Codes the member already has but has not used yet, with their value and expiration.

See Redemption options for the rules behind these amounts.

The Segments card

The Segments card lists the segments the member currently belongs to, shown as tags. To add the member to a segment or check why they are or are not in one, use Manage segments from the More actions menu.

Manage segments

Choose More actions → Manage segments.
Under Add customer to segment, pick a segment and click Add to segment. The member is added to that segment's specific customers condition.
Under List of segments the customer is in, each segment shows its conditions. Click Show conditions to see which ones the member meets (green) and which they do not (red).
Click Sync tags to re-apply the tags Toki manages, such as segment tags, to the member's customer record in Shopify.

If you have turned on Maintain Status for your tiers, a note in this dialog reminds you that the member is not removed from a segment even when they stop meeting its conditions.

The Notes card

The Notes card holds free-form notes about the member. It reads No notes until you add one.

Click the pencil icon next to Notes.
Type your note in Add note (or Edit note if one exists).
Click Save.

Loyalty tab

The Loyalty tab is the member's full history in your program. Most tables have a date filter and an Export button that downloads the rows as a CSV file. Some sections appear only once the member has related data.

Section	What it shows
Recent activities	Every activity the member completed: Activity name, Activity Type, Activity Details, Reward, Date & Time, and Shop.
Recent transactions	Every points movement: Type, Amount, Description, Activity, and Date & Time. Additions show in green, deductions in red.
Recent purchases	The member's orders: Order #, Order ID, Date & Time, Purchase (the items), Cost, Used discounts, Inviter (on the referral program), and Cancelled At. Click the order number to open the order in your Shopify admin. Click the inviter to open the referrer's profile.
Discounts	Discount codes the member received: Code, Value, Date & Time, Expiry At, Status, and Shop. Used codes carry a Used badge. If a code exists in several of your stores, the Shop column shows the count. Click the row to open Discount details with the status, order, and total per store.
Total codes	The member's personal total codes, with Code, Status, Shop Domain, and when each was Added or deleted. A total code lets the member spend their whole balance in one go instead of generating a discount for a set amount. Click Generate new code to issue a fresh one, or Reload to refresh the list.
Wallet Passes	Passes the member has added to their phone: Type, Added, Updated, Status, and Shop. Appears when you use Wallet passes.

Add an activity completion by hand

Use this when a member completed an activity but the reward did not arrive, for example after a support conversation.

Click the + icon on the Recent activities table. The Add activity completion page opens.
Pick the Activity.
Pick the Reward rule to apply, or check Use a custom reward rule to set up a one-off reward for this completion.
Click Create completion.

This creates a real completion and issues the selected reward. The activity's status and schedule checks are skipped, but its other rules still apply.

Remove activity completions or transactions

In Recent activities and Recent transactions, tick the rows you want to remove and click Delete selected, then confirm.

Removing an activity completion deletes only the completion record. The member keeps the reward they received for it.
Removing a transaction takes it out of the member's ledger.

Paid Memberships tab

The Paid Memberships tab covers the member's paid memberships and their billing.

Manage Paid Memberships lists each membership with its Name and status (Active, Pending, Paused, or Inactive), the Provider, the Price / Selected Plan, any Add-ons, Expires At, and Next Payment At. If a membership is paused or scheduled to pause, the dates show under its name.

For an active or pending membership, pencil icons let you change the status (including pausing and resuming), the price, the expiry date, and the next payment date. The menu in the Action column offers:

Action	What it does
Manage	Opens a dialog to change the member's plan, upgrade or downgrade them, subscribe them to a membership, or create a fake subscription that does not charge them. Each option explains what will happen before you confirm.
Cancel	Cancels the membership Immediately or at the End of billing cycle, with an optional Reason Description.
Upgrade / Downgrade	Shown on the other memberships when the member already has an active one. Moves them to that membership.

Below the table:

Section	What it shows
Based on Spend Statistics	For rewards that pay out based on what the member spends: Name, Next Payment At, Pending Reward Amount, and Total Amount Received. Click the question mark next to a received amount to see each payout.
Paid membership actions	The history of what happened to the member's memberships: Name, Added, Action, Order #, Message, and Cancelled by.
Billing attempts	Every charge attempted for the member's paid membership: ID, Added, Order #, Status, and any Error code and Error message. Useful when a member asks why a payment did not go through.

See Paid memberships, Membership pause, and Paid membership billing and cancellation for how these settings work.

Segments tab

The Segments tab shows how the member relates to your segments and tiers over time.

Membership actions lists every time the member Entered or Left a membership, with the Membership name and the Date & Time.

Segments progress shows one card per segment. Use the search box to find a segment. Each card carries a Member or Not a member badge. Click Show details to see every unlock condition:

Yes-or-no conditions show Meets condition or Doesn't meet condition.
Conditions with a target, like a spend amount, show a progress bar and the member's current value against the target, for example 250 of 500.
Time-based conditions are labeled Time in segment for the specified period.

This is the fastest way to answer "why isn't this customer in Gold yet?" See Tier conditions for what each condition type means.

Gift Cards tab

The Gift Cards tab lists the gift cards the member holds and lets you create a new one for them. See Managing issued gift cards.

Account actions

The More actions menu in the top right of the profile:

Action	What it does
Sign in	Opens the member's wallet in a new tab, signed in as them. Use it to see exactly what the member sees.
Redemptions	Opens the Redemptions dialog described above.
Referral program	Opens the member's referral code and referral discount codes.
Manage segments	Opens the Manage segments dialog described above.
Merge	Merges another profile into this one.
Suspend	Suspends the account for a period or indefinitely.
Delete customer	Deletes the member from Toki.

Referral program

Choose More actions → Referral program.
If you run more than one referral activity, pick the one you want at the top of the Referral Program dialog.
Under Reference Code, click Copy to copy the member's referral code, or Edit to change it, then Save.
If the activity uses Referral code as discount code, a Discount Codes section lists the codes friends can use instead of the reference code. Each one has its own Edit and Copy buttons.

Merge two profiles

Use this when the same person ended up with two profiles, for example after signing up with two email addresses.

Open the profile you want to keep.
Choose More actions → Merge.
In Merge Profile, use From user to search for the profile to merge into this one.
Wait a moment for the Merge button to become active, then click it.

All data from the selected profile, such as transactions and activity completions, moves into the profile you are viewing. The page reloads when the merge is done. Merging cannot be undone, so double-check you picked the right profiles before you confirm.

Suspend an account

Choose More actions → Suspend. The Suspend account dialog opens.
In Until, pick the date and time the suspension ends. Leave it empty to suspend the account indefinitely.
In Reason, explain why. The reason is visible to the customer.
Click Suspend.

The profile header now shows a red Suspend badge, or Suspend until with the end date. The dialog also lists every suspension on the account, with Suspended at, Reason, Until (Forever when no date was set), and Suspended By. To lift a suspension, open the dialog again and click the trash icon next to it.

Delete a customer

Choose More actions → Delete customer.
In Delete Customer, click Delete to confirm.

The member is removed from Toki and you return to the Members list.