--- title: Client Profile Overview description: client profile --- [Skip to content](https://support.hapana.com/kb/article/729#main-content) English Show submenu for translations [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png)](https://info.hapana.com/en?hsLang=en) Open main navigation Close main navigation - English Show submenu for translations - [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) [Submit Ticket](https://21gxv.share.hsforms.com/2-8HozJXMSTW8kaFHC32eaw) Hapana Help | Find answers here - There are no suggestions because the search field is empty. 1. [Hapana Knowledge Base](https://support.hapana.com/?hsLang=en) 2. [Member Management](https://support.hapana.com/member-management?hsLang=en) 3. [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) # Client Profile Overview ## **Overview** This guide walks you through the **Client Profile** section in Core. It’s where you manage each client’s details—contact info, sessions, payments, memberships, alerts, and more—all in one place. Knowing how to use this page helps you keep records clean, update billing, support members better, and take action fast when needed. 🎥 **Watch the walkthrough**: [Click here to watch on Loom](https://www.loom.com/share/6093609ef6fd4bc78f4f7112abd965d1) Or preview it below: **Prerequisites** - Access to the **Core** platform - At least one client profile in your system - Relevant staff permissions (admin or team member access) --- ### Step 1: Open the client list 1. In **Core**, click **Clients** in the top menu. 2. You’ll land on the client dashboard, where you can: - Search for clients - Use **Corporate Client Lookup** to find clients from other locations - Click **Add Client** to create a new profile > Tip: Corporate Client Lookup lets you temporarily train a client at a different location than their home site. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442593343_d2f5081c_image-20250529173856-13-1.png?width=2048&height=1273&name=1759442593343_d2f5081c_image-20250529173856-13-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442595002_a75f8b1d_image-20250529173902-14-1.png?width=2048&height=1273&name=1759442595002_a75f8b1d_image-20250529173902-14-1.png) --- ### Step 2: Understand the action icons On the client dashboard (before clicking into a profile), you’ll see icons to: - **Merge Clients** - **Send New Password** - **Update Status** > Tip: Only these three options are available outside of the full profile view. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442596864_bc94d88b_image-20250529173912-15-1.png?width=2048&height=1273&name=1759442596864_bc94d88b_image-20250529173912-15-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442598630_d0ef6e55_image-20250529173921-16-1.png?width=2048&height=1273&name=1759442598630_d0ef6e55_image-20250529173921-16-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442600494_234e8e5e_image-20250529173928-17-1.png?width=2048&height=1273&name=1759442600494_234e8e5e_image-20250529173928-17-1.png) --- ### Step 3: Merge duplicate clients 1. Click the client profile you want to merge **from**. 2. Search and select the client you want to merge **into**. 3. The system will combine their data into the destination profile. > Tip: Cancel any active memberships or packs on the profile you're merging from—this avoids billing conflicts later. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442602230_0ec0784e_image-20250529173936-18-1.png?width=2048&height=1273&name=1759442602230_0ec0784e_image-20250529173936-18-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442604126_d645e4ef_image-20250529173945-19-1.png?width=2048&height=1273&name=1759442604126_d645e4ef_image-20250529173945-19-1.png) --- ### Step 4: Send a new password 1. From the dashboard, click **Send New Password**. 2. Choose to send a **random** or **custom** password via email. > Tip: Use this if a client can’t log into their app or web account. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442605908_e055f34d_image-20250529174020-20-1.png?width=2048&height=1273&name=1759442605908_e055f34d_image-20250529174020-20-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442607665_217c148c_image-20250529174029-21-1.png?width=2048&height=1273&name=1759442607665_217c148c_image-20250529174029-21-1.png) --- ### Step 5: Update client status 1. Select a client, then click **Update Status**. 2. Choose between: **Active**, **Alumni**, **Removed**, or **Deleted** > Tip: Be cautious—Deleted wipes the profile completely, while Removed keeps it in your reports. Always cancel memberships before changing status to avoid ongoing charges. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442609259_6f2204c3_image-20250529174034-22-1.png?width=2048&height=1273&name=1759442609259_6f2204c3_image-20250529174034-22-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442611090_11c8ad46_image-20250529174040-23-1.png?width=2048&height=1273&name=1759442611090_11c8ad46_image-20250529174040-23-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442612730_1765219e_image-20250529174046-24-1.png?width=2048&height=1273&name=1759442612730_1765219e_image-20250529174046-24-1.png) --- ### Step 6: View and edit client profile 1. Click on any client to open their full profile. 2. At the top, you’ll see: - **Alerts** - **Custom Properties** - **View/Change Card** - **Quick buttons** for Add Client, View Session, and New Sale ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442614540_2843a5d0_image-20250529174056-25-1.png?width=2048&height=1273&name=1759442614540_2843a5d0_image-20250529174056-25-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442616550_0c78abfb_image-20250529174104-26-1.png?width=2048&height=1273&name=1759442616550_0c78abfb_image-20250529174104-26-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442618979_21e083c8_image-20250529174116-27-1.png?width=2048&height=1273&name=1759442618979_21e083c8_image-20250529174116-27-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442621114_28fb4fc1_image-20250529174122-28-1.png?width=2048&height=1273&name=1759442621114_28fb4fc1_image-20250529174122-28-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442623097_82c9b490_image-20250529174130-29-1.png?width=2048&height=1273&name=1759442623097_82c9b490_image-20250529174130-29-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442625002_ecdb6837_image-20250529174138-30-1.png?width=2048&height=1273&name=1759442625002_ecdb6837_image-20250529174138-30-1.png) --- ### Step 7: Add custom alerts 1. Click the **Alert** tab. 2. Add notes like “Back injury” or “Left keys at desk” to display during bookings. > Tip: Trainers will see alerts when clients book classes or check in. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442626876_68d0b2a3_image-20250529174152-31-1.png?width=2048&height=1273&name=1759442626876_68d0b2a3_image-20250529174152-31-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442628608_bbe60b05_image-20250529174159-32-1.png?width=2048&height=1273&name=1759442628608_bbe60b05_image-20250529174159-32-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442630282_6e6a416d_image-20250529174206-33-1.png?width=2048&height=1273&name=1759442630282_6e6a416d_image-20250529174206-33-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442631952_d348bd1c_image-20250529174214-34-1.png?width=2048&height=1273&name=1759442631952_d348bd1c_image-20250529174214-34-1.png) --- ### Step 8: Manage notes, files, and forms - **Notes**: Choose to hide them from the client (especially sensitive notes). - **Files**: Upload any relevant documents. - **Forms**: Send pre-built forms (like pre-exercise questionnaires) and track status. > Tip: Clients can only view notes via the web—not the app. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442633612_86f3a52e_image-20250529174223-35-1.png?width=2048&height=1273&name=1759442633612_86f3a52e_image-20250529174223-35-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442635174_5181630c_image-20250529174228-36-1.png?width=2048&height=1273&name=1759442635174_5181630c_image-20250529174228-36-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442636679_a56901e6_image-20250529174237-37-1.png?width=2048&height=1273&name=1759442636679_a56901e6_image-20250529174237-37-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442638283_bfb66b95_image-20250529174247-38-1.png?width=2048&height=1273&name=1759442638283_bfb66b95_image-20250529174247-38-1.png) --- ### Step 9: View and edit personal info - Scroll to **Client Information** to see contact details, emergency contact, ID, and more. - Click the **pencil icon** to edit. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442639819_92f83ad2_image-20250529174256-39-1.png?width=2048&height=1273&name=1759442639819_92f83ad2_image-20250529174256-39-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442641409_d1cd532c_image-20250529174303-40-1.png?width=2048&height=1273&name=1759442641409_d1cd532c_image-20250529174303-40-1.png) --- ### Step 10: Manage relationships and Book-a-Buddy - Add linked profiles like parents/kids or training buddies. - For Book-a-Buddy, both profiles must have an active membership or pack. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442643146_5537dc28_image-20250529174312-41-1.png?width=2048&height=1273&name=1759442643146_5537dc28_image-20250529174312-41-1.png) --- ### Step 11: Update medical and custom properties - Use **Medical** for injury or health notes. - Use **Custom Properties** to track signup info or other business-specific details. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442644860_9dc80207_image-20250529174323-42-1.png?width=2048&height=1273&name=1759442644860_9dc80207_image-20250529174323-42-1.png) --- ### Step 12: Use account balance and lead source - Apply account credits to recurring payments. - View where a client came from (e.g., social media, referral). ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442646638_a3a859ff_image-20250529174334-43-1.png?width=2048&height=1273&name=1759442646638_a3a859ff_image-20250529174334-43-1.png) --- ### Step 13: Track communications and delete profile - See client opt-ins for emails or SMS. - If deleting a client, clear all outstanding payments, sessions, and memberships first. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442648416_ba054134_image-20250529174341-44-1.png?width=2048&height=1273&name=1759442648416_ba054134_image-20250529174341-44-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442650190_6f5248d1_image-20250529174348-45-1.png?width=2048&height=1273&name=1759442650190_6f5248d1_image-20250529174348-45-1.png) --- ### Step 14: View agreements and policies - **Agreements** include a signature and can be downloaded. - **Policies** are just checkbox agreements with a timestamp. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442651905_d950cb80_image-20250529174356-46-1.png?width=2048&height=1273&name=1759442651905_d950cb80_image-20250529174356-46-1.png) --- ### Step 15: Manage client schedule and activity - View booked, past, and cancelled sessions. - Add sessions manually. - Review check-ins and class activity logs. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442653655_d67dc2e2_image-20250529174405-47-1.png?width=2048&height=1273&name=1759442653655_d67dc2e2_image-20250529174405-47-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442655473_6bc58280_image-20250529174421-48-1.png?width=2048&height=1273&name=1759442655473_6bc58280_image-20250529174421-48-1.png) --- ### Step 16: View and adjust payments - See all packages and memberships. - Adjust credit expiry, add/deduct credits. - View shared locations, show visits, and payment logs. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442657485_cd6f4755_image-20250529174432-49-1.png?width=2048&height=1273&name=1759442657485_cd6f4755_image-20250529174432-49-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442659543_5518d701_image-20250529174439-50-1.png?width=2048&height=1273&name=1759442659543_5518d701_image-20250529174439-50-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442661587_5277c803_image-20250529174445-51-1.png?width=2048&height=1273&name=1759442661587_5277c803_image-20250529174445-51-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442663565_ac15acdf_image-20250529174451-52-1.png?width=2048&height=1273&name=1759442663565_ac15acdf_image-20250529174451-52-1.png) --- ### Step 17: Edit membership payments - View payment history and future scheduled payments. - Bulk edit payment dates or amounts. - Refund payments (always to the original method!) - Suspend, cancel, or add new payments as needed. ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442665497_09436a2e_image-20250529174501-53-1.png?width=2048&height=1273&name=1759442665497_09436a2e_image-20250529174501-53-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442667728_b027c310_image-20250529174508-54-1.png?width=2048&height=1273&name=1759442667728_b027c310_image-20250529174508-54-1.png) ![Article image](https://support.hapana.com/hs-fs/hubfs/Knowledge%20Base%20Import/1759442669987_ebbd7ec2_image-20250529174515-55-1.png?width=2048&height=1273&name=1759442669987_ebbd7ec2_image-20250529174515-55-1.png) --- **Expected Outcome** You’ll be able to confidently manage every part of a client’s record—billing, communication, history, and settings—within their Core profile. --- **Troubleshooting / FAQs** **Q: What’s the difference between Removed and Deleted?** Removed clients stay in reports. Deleted clients are erased completely from the system. **Q: Can clients update their card details themselves?** Yes! They can do it through the app or the web portal anytime. **Q: Why won’t it let me delete a client?** Clear all outstanding sessions, payments, and memberships first. Then the delete option becomes available. --- **Still need help?** Reach out to our support team via [support@hapana.com](mailto:support@hapana.com) - [Member Management](https://support.hapana.com/member-management?hsLang=en#main-content) - [Account Settings](https://support.hapana.com/member-management?hsLang=en#account-settings) - [Client Accounts](https://support.hapana.com/member-management?hsLang=en#client-accounts) - [Edit Profile](https://support.hapana.com/member-management?hsLang=en#edit-profile) - [Retail Configurations](https://support.hapana.com/member-management?hsLang=en#retail-configurations) - [Other](https://support.hapana.com/member-management?hsLang=en#other) - [Schedule](https://support.hapana.com/member-management?hsLang=en#schedule) - [Client Page](https://support.hapana.com/member-management?hsLang=en#client-page) - [General](https://support.hapana.com/member-management?hsLang=en#general) - [Reporting](https://support.hapana.com/member-management?hsLang=en#reporting) - [Retail Dashboard](https://support.hapana.com/member-management?hsLang=en#retail-dashboard) - [Team Settings](https://support.hapana.com/member-management?hsLang=en#team-settings) - [Hapana Member Access Control (MAC) Doors](https://support.hapana.com/member-management?hsLang=en#hapana-member-access-control-mac-doors) - [Cash Drawer](https://support.hapana.com/member-management?hsLang=en#cash-drawer) - [Marketing Solutions](https://support.hapana.com/marketing-solutions?hsLang=en#main-content) - [App](https://support.hapana.com/marketing-solutions?hsLang=en#app) - [Contacts](https://support.hapana.com/marketing-solutions?hsLang=en#contacts) - [Marketing](https://support.hapana.com/marketing-solutions?hsLang=en#marketing) - [Conversations](https://support.hapana.com/marketing-solutions?hsLang=en#conversations) - [Settings](https://support.hapana.com/marketing-solutions?hsLang=en#settings) - [Automations](https://support.hapana.com/marketing-solutions?hsLang=en#automations) - [Branded Solutions](https://support.hapana.com/branded-solutions?hsLang=en#main-content) - [Branded App](https://support.hapana.com/branded-solutions?hsLang=en#branded-app) - [Branded Kiosk](https://support.hapana.com/branded-solutions?hsLang=en#branded-kiosk) - [Hapana Hub](https://support.hapana.com/hapana-hub?hsLang=en) - [Website Embed Widgets](https://support.hapana.com/website-embed-widgets?hsLang=en) - [About us](https://hapana.com/about-us/) - [Careers](https://hapana.com/careers/) - [Contact us](https://hapana.com/contact-us/) - [Privacy policy](https://hapana.com/privacy-policy/) - [Terms & conditions](https://hapana.com/terms-and-conditions/) [![email-logo.png](https://support.hapana.com/hs-fs/hubfs/hapana_2022/email_2022/footer%20logo.png?width=300&height=78&name=footer%20logo.png "email-logo.png")](http://hapana.com?hsLang=en) Copyright © 2025, Hapana