There are five loyalty member account statuses. You can see a member’s loyalty status by editing their contact and looking under the ‘Loyalty & Rewards’ section. This includes a section on ‘account status activity’, so you can see if a member was withdrawn before, how long they were active for, etc.
Member statuses
Pending
This indicates that the customer signed up for the loyalty scheme, but they haven’t activated their account yet.
Horizon can be configured to send a reminder to pending accounts after a period of time. It can also be configured to delete pending accounts after a certain amount of time.
To change this, go to Settings > Account settings > Loyalty & Rewards. In the list you'll find:
Active
This indicates a member with an active loyalty account.
Withdrawn
These members were active, but have decided to leave the loyalty scheme. Members leave the scheme by clicking the ‘withdraw’ option within the loyalty portal. They can request to re-join the scheme, which a Horizon user will be able to do.
When a member is withdrawn, they will not be able to log into the portal.
It is possible to configure how many days a member stays withdrawn, until their status changes to closed. By default, this is set to 30 days. Once the account is closed, they cannot reactivate their account.
To change the withdrawal period in Horizon:
- Click
in the top right corner. - Select ‘Account settings’ from the left-hand menu.
- Under ‘Categories’, select ‘Loyalty & Rewards’
- In the list, you will see:
To change this, click the edit icon to the right. Remember to click 
Suspended
A Horizon user has manually removed the customer’s access to the loyalty scheme. This will be used when you need to suspend a member’s access due to suspicious activity or for any other valid reason. When a member is suspended, you can configure whether they can login and/or earn points.
To configure this in Horizon:
- Click in the top right corner.
- Select ‘Account settings’ from the left-hand menu.
- Under ‘Categories’, select ‘Loyalty & Rewards’
- In the list, you will see:
To change this, click the edit icon to the right. Remember to click
Closed
When an account is closed, the member’s account cannot be reactivated. Once closed, the accounts points are automatically expired.
They will not be able to sign up for the scheme again using the same email address. If your loyalty scheme is setup on a validation basis (e.g. a customer can only signup if they are in the list of valid customer ID numbers), they may not be able to sign up again. Some loyalty schemes only allow one account per validation (per one customer ID number).
If you would like to allow the customer to sign up again with the same email, you can change the email in their contact record so that it no longer matches. For example, change it from myaddress@domain.com to myaddress_deleted@domain.com . Alternatively, you could delete the account (don’t forget to delete it from the recycle bin too). However, this means their previous account details will no longer be available (transaction history, points balance, etc). If you choose this option, you should save their data (you could screenshot their record or export their data).
If you have a loyalty scheme setup on a validation basis, you should get in touch with us. We can discuss the best options, depending on your setup.
A Horizon user can close a member’s account manually, but most members will reach this status after they have elected to leave the program and the withdrawal period expires. As mentioned above, under ‘Withdrawn’ section, it is possible to configure how many days a member stays withdrawn, until their status changes to closed. By default, this is set to 30 days. If you wish to change this, see the instructions above.
How do I close a member’s account?
You can advise a customer to withdraw from the scheme, via the option in the loyalty portal. Alternatively, you can close the member’s account manually through Horizon.
- Find the member’s contact and edit it.
- Go to the Loyalty & Rewards section, where you’ll find the loyalty account status. You will see a ‘Close’ button to the right.
- Click
How do I reactivate a withdrawn account?
Members with a status of withdrawn will not be able to login to their loyalty account. If a withdrawn member wishes to reactivate their account, a Horizon user will need to do this for them.
- Find the member’s contact and edit it.
- Go to their account status under the Loyalty & Rewards section. You will see they are withdrawn, with an ‘Activate’ button to the right.
- Click
How do I suspend an account?
You may wish to suspend a member’s access due to suspicious activity, or for other reasons.
- Find the member’s contact in Horizon and edit it.
- Go to the Loyalty & Rewards section, where you’ll find the loyalty account status. You will see two suspend buttons to the right.
- Click
if you don't want to raise an fraud audit case.
Otherwise click