Understanding Active Members Data

An overview of the definition of active members in Rinsed analytics

Active Members is a crucial metric for washes focused on building their membership base and understanding the health of their membership program. Rinsed provides current active member counts and charts on active member trends over time in order to provide a holistic view of membership growth.

As of June 2025, all Active Members data lives on the Active Members dashboard, with the exception of reporting on how many of the active members have contact information available (which lives in the Member Info Collection dashboard). 

Rinsed Definition of Active Members 

It is important to note that Rinsed defines active members differently than each point-of-sale (POS). Throughout all Rinsed analytics dashboards, Rinsed defines an active member as any member who successfully bought or renewed a membership within the recharge cadence outlined by their plan. For example, if someone is on a 6 month plan, we will consider them active in Rinsed if they have successfully purchased or renewed their plan within the last 6 months.

Note that the keyword in this definition is “successfully” - if the customer’s credit card was declined or expired, then they would have a failed charge, and thus not count towards the active member number.

Note that this definition was updated in June 2025. Our previous definition was any member who successfully bought or renewed a membership in the previous (trailing) month, not including that day. For example, if today is February 14th, then the total active member count for today in Rinsed will include the total number of members who bought or successfully renewed a membership between January 14th and February 13th. Since members recharge on a monthly cadence, we wouldn’t want to double-count members who charged on both e.g January 14th and February 14th. This is why we look at the previous (trailing) month, not including that day.

Having a Rinsed definition of active members is especially valuable for customers that operate with locations on multiple points of sale (POS) to have a unified definition of an active member across their locations, and the Rinsed active member definition is standard across all POS.

Point-of-Sale (POS) Definition of Active Members 

As of June 2025, Rinsed now also provides the POS definition of active members in the Active Members dashboard. We have the definition available for the following POS: DRB (SiteWatch), ICS (WashConnect), Patheon, and Sonny’s.

Sources of Difference Between Rinsed & POS Definition 

Depending on the Point-of-Sale (POS), there are a few reasons why a member might be considered active in Rinsed but not the POS, or vice-versa. Below, I summarized the main reasons for each POS. For a more in-depth explanation, please refer to the Active Members Bridge at the bottom of your Active Members dashboard. 

DRB (SiteWatch) 

  • Members In Decline: Members in decline are considered active in DRB, but inactive in Rinsed.

ICS

  • No Recent Charge: Often members will still be considered active in ICS, even though they have no recent charge. Rinsed will only consider members active if they have had a successful charge within the recharge cadence outlined by their plan (monthly, annual, etc)
  • Terminated: Members are considered inactive in ICS the day they cancel their membership. However, they are considered active in Rinsed until the end of their billing cycle, since they can still wash during this timeframe.

Patheon

  • No Recent Charge: Often members will still be considered active in Patheon, even though they have no recent charge. Rinsed will only consider members active if they have had a successful charge within the recharge cadence outlined by their plan (monthly, annual, etc)
  • Suspended: Members are considered inactive in Patheon the day they suspend (pause) their membership. However, they are considered active in Rinsed until the end of their billing cycle, since they can still wash during this timeframe.

Sonny’s

  • Membership Cancelled: Members are considered inactive in Sonny’s the day they cancel their membership. However, they are considered active in Rinsed until the end of their billing cycle, since they can still wash during this timeframe.
  • More Vehicles Active in Rinsed: Often we have the same recurring accounts considered active in both Rinsed and the POS, but the number of vehicles considered active in each system differs. This is often because we don’t have a license plate on file for a particular vehicle (so that vehicle is not active in Rinsed but active in the POS) or because the vehicle was recently cancelled (so that vehicle is active in Rinsed but not the POS; see bullet point above).
  • No Recent Charge: Often members will still be considered active in Sonny’s, even though they have no recent charge. Rinsed will only consider members active if they have had a successful charge within the recharge cadence outlined by their plan (monthly, annual, etc)

My Active Member Count Decreases Rapidly: Replication Issues

Finally, please note that if Rinsed if having trouble connecting to your POS database or the database itself is experiencing a delay in data replication (colloquially just called “replication issues”), your active member chart will show a fall off, as our system won’t have data on the sales/renewals that happened in recent days.  Don’t worry, you aren’t actually losing members!  Our team proactively works with the POS to fix replication issues, but please also reach out to your CSM if you notice this problem or want a status update.  The following is an example of a chart for a customer experiencing replication issues: 

Thanks for reading!  Please check out the rest of our help center articles. If you have any questions, contact us at support@rinsed.co!