Member Statuses Explained
Your agency’s Members tab shows everyone connected to the agency with a status badge. Here’s what each one means.
The four statuses
| Status | Badge | What it means | Counts toward seat usage? |
|---|---|---|---|
| Active | green | The clinician has signed in and is using the product. | Yes |
| Invited | gray “Invited” | Admin sent them an invite email. Awaiting their click on the accept link. | No |
| Pending login | yellow “Pending login” | Auto-joined via your domain. Has not yet signed in to verify the email. | No |
| Blocked | red “Blocked” | Tried to auto-join when at capacity, Auto-Add Seats was off. Re-invite or add a seat to admit them. | No |
Why only Active counts toward seats
This is the built-in protection for the Agency Plan: someone who hasn’t proven they actually own the email address never consumes a seat from your plan.
- A typo at signup → sits at
Pending loginforever (they can’t sign in because they don’t get the verification code) → never consumes a seat. - A fake / unrelated email at signup → same as above.
- An invite to a real address that’s never clicked → sits at
Invited→ never consumes a seat.
You can invite or auto-join more people than you have seats — only the ones who actually log in count. This makes the plan flexible: you can pre-invite a whole onboarding cohort and the cap only matters when they activate.
Transitions between statuses
[Invited] ──(invite accepted)──▶ [Active]
[Pending login] ──(first verified login + seat available)──▶ [Active]
[Pending login] ──(first login, no seat + Auto-Add ON)──▶ [Active] (seat added to your plan)
[Pending login] ──(first login, no seat + Auto-Add OFF)──▶ [Blocked]
[Blocked] ──(admin clicks Re-invite)──▶ [Invited]
[Active] ──(admin clicks Remove)──▶ [Removed] (audit-only, no longer in member list)Available actions per status
| Status | Available actions in Members tab |
|---|---|
| Active | Change seat type, change role, Remove |
| Invited | Resend invite, Remove |
| Pending login | (none — wait for first login) |
| Blocked | Re-invite, Remove |
Practical examples
“My agency cap is 10 but I only see 3 Active and the rest are Invited.” Normal. Your invited clinicians haven’t accepted yet. Only the 3 active are using a seat. You have 7 seats available if more clinicians activate.
“Someone is Blocked even though I have seats.” Possible if Auto-Add Seats is OFF and a domain auto-join clinician tried to log in before another Active member was removed. Click Re-invite on the blocked row — they’ll get a fresh invite email.
“Someone shows as Pending login but never logs in.” No issue. They don’t count toward your cap, and they don’t cost you anything. You can leave them indefinitely or remove them.
“How do I clean up old Pending login entries?” Click Remove next to each one. Doesn’t cost anything (they weren’t consuming a seat) but tidies up your member list.