Frequently asked questions

Each customer creates their own API application in the ServiceTitan Developer Portal, then enters four credential values into MemberBay: Tenant ID, Client ID, Client Secret, and App Key.

This self-service approach means you stay in full control of your API credentials and can revoke access at any time directly from the Developer Portal.

The ServiceTitan Developer Portal at developer.servicetitan.io is where you create and manage API applications. Each application gets its own set of credentials that you paste into MemberBay.

The process takes about 2-3 minutes. Follow the step-by-step guide below.

All four credentials come from the ServiceTitan Developer Portal (developer.servicetitan.io) after you create an API application.

Client Secrets are only displayed once at creation time. If you lost it, you can generate a new one in the ServiceTitan Developer Portal.

Go to developer.servicetitan.io → Apps → your app → API Credentials → Generate Secret. Then update the Client Secret in MemberBay under Account → Connections.

MemberBay needs read access to your membership, customer, location, and invoice data in ServiceTitan. When creating your API application, make sure the following API scopes are enabled: Memberships, Customers, Locations, and Invoices.

MemberBay uses read-only access and never modifies your ServiceTitan data.

The entire process takes about 5 minutes: 2-3 minutes to create an API application in the ServiceTitan Developer Portal, and 1-2 minutes to paste the credentials into MemberBay and verify the connection.

After connecting, the initial data sync starts automatically. Depending on the size of your membership book, the first sync can take a few minutes to an hour.

Yes. Since you control the API application in the ServiceTitan Developer Portal, you can revoke access at any time by deleting the application or regenerating the credentials.

You can also disconnect the tenant from MemberBay under Account → Connections → Delete Connection.

MemberBay reads only the data needed for retention: customer records, memberships and recurring services, jobs and appointments, invoices and payment history, and business units.

Every scope we request is mapped to a specific feature. You can see the full list, including endpoints and the feature each one powers, on our Security page at memberbay.io/security.

MemberBay has write access to two resources only: Memberships and Jobs.

Memberships can be created, suspended, reactivated, or updated - always triggered by an explicit user action like 'Reactivate membership', or by a tenant-enabled automation your admin has configured.

Jobs can be created or cancelled - for example, when you book a save visit or cancel a hold at a customer's request. There are no hidden or background writes.

No. MemberBay does not request any of these scopes, and cannot add them silently - any scope change requires your admin to re-authorize MemberBay through the ServiceTitan OAuth flow.

Your Tenant ID, Client ID, Client Secret, and App Key are encrypted at rest using AES-GCM with tenant-scoped keys before being written to our database.

Access tokens are held in memory only and refreshed on expiry. Credentials are never logged, shared with third parties, or exported outside the service.

MemberBay is not yet SOC 2 certified. We follow SOC 2-aligned practices - access control, audit logging, encryption, and vendor management - and will publish certification status on our Security page when the audit is completed.

For enterprise procurement, we respond to common security questionnaires (CAIQ, SIG/SIG Lite, custom vendor-risk forms) within five business days. Contact [email protected] to request a questionnaire response or a Data Processing Agreement.

If we become aware of a security incident affecting your data, we investigate and contain it immediately, then notify affected customers without undue delay - and in any case within the timeframes required by applicable law (for example, GDPR Art. 33: 72 hours to the supervisory authority).

Notifications include a written summary of the incident, the data categories affected, the mitigation steps taken, and the remediation plan. Contact for incident matters: [email protected].

The full policy is published at memberbay.io/security. It covers the exact scopes we request, what we do not request, encryption details, sub-processors, data residency, incident response, responsible disclosure, and data retention.

For engineers, we maintain an internal source-of-truth document listing every ServiceTitan endpoint we call and the feature that justifies it. This document is available to enterprise customers on request.

The extension requests only the permissions needed to show the overlay and stay signed in. You can verify the list in Chrome under chrome://extensions → MemberBay Pulse → Details.

The extension does not work on any website other than ServiceTitan (go.servicetitan.com) and MemberBay. Adding any new permission requires a Chrome Web Store update and a re-install - it cannot happen silently.

No. The extension reads only the URL of the page you are viewing - specifically the customer, membership, or job ID in the address bar - to know which record to show in the overlay. It does not scrape the DOM, form fields, invoice amounts, credit-card fields, or any other page content.

All overlay data is fetched from your MemberBay account through our API. The ServiceTitan page itself is never read or exported.

An earlier version of the extension had an opt-in scraping mode; it was removed as part of the 2026 security revision.

No. MemberBay connects to ServiceTitan through its official read-only API - the same public API that every approved integration uses. Your ServiceTitan instance never sees any additional load in the browser or the app.

All sync work happens on MemberBay's own servers in the background. When you open a customer or membership record in ServiceTitan, nothing extra runs inside your tenant: no injected scripts, no heavy queries, no shared compute.

We also rate-limit our own reads so we stay well under ServiceTitan's API quotas, even for shops with 2,000+ memberships.

Yes. You own your data. At any time - including after cancelling - you can request a full export of everything MemberBay holds about your tenant: members, churn signals, action history, notes, and reports.

The export is delivered in a standard machine-readable format (JSON or CSV) within 14 business days of a verified request. See our Terms for the exact timing. Most of the underlying data is already yours in ServiceTitan; MemberBay never locks you in.

30 days after cancellation, your data is permanently deleted from our active systems unless you ask us to keep it.

Only to api.memberbay.io. Every extension request carries your MemberBay auth token and goes to our backend - never to any third party.

There is no analytics SDK, no error tracker, no advertising network, and no remote code loader inside the extension. We send IDs you view and actions you explicitly trigger (mark-contacted, switch tenant, invite team member). We do not send ServiceTitan page content, cookies, keystrokes, or clipboard data.

Your session token is stored in chrome.storage.session, which Chrome clears automatically when you quit the browser. Signing out from the extension popup clears it immediately.

The dashboard is your daily operating view. It combines Today's Pipeline, the top KPI cards, the colored status summaries, filters, and the member table so you can see what needs attention without opening multiple screens.

The KPI row is designed to answer four questions fast: how many memberships are healthy, how much recurring revenue is exposed, how many renewals are due this month, and what your normalized monthly recurring revenue looks like right now.

Today's Pipeline is the dashboard strip for same-day priorities. It highlights renewals expiring today, overdue payments, and memberships with no recent service so your team can work the most urgent retention tasks first.

The strip only shows categories that currently have work in them. If there is nothing urgent for the day, the pipeline area stays quiet instead of filling the screen with empty placeholders.

The colored summary cards are quick status filters. Each card shows the current count for that status and lets you narrow the table below to that exact slice of memberships.

Use them when you want to switch from an overall snapshot to a focused work queue without rebuilding filters manually.

Use the range switcher in the header to move between 30 days, 90 days, 6 months, 1 year, and All time. The selected range updates the sparkline context and the subtitles underneath the KPI cards.

The time range is for trend reading and comparison. When you need a sortable export or a deeper breakdown, jump to Reports.

Revenue at Risk is the estimated monthly recurring revenue attached to active memberships that look unhealthy. MemberBay flags accounts when payments are overdue, recent service is missing, or payment history has gone stale.

Amounts are normalized to a monthly value before they are added together, so monthly and annual plans can be compared inside one number. It is a triage metric meant to help retention work, not a replacement for formal accounting.

Last sync tells you how fresh the synced ServiceTitan data is. 'Just now' means MemberBay received a recent healthy update and the oldest synced entity is less than a minute old.

If data is actively updating you will see 'Syncing...'. If it goes stale or errors out, the indicator changes state so you know to verify the source before acting on the numbers.

Use the search field above the member table and type the customer name. MemberBay filters the currently loaded results as you type so you can narrow down a large membership book quickly.

You can also combine search with filters for status, membership type, account type, billing frequency, and signed date when a plain name search is not enough.

From the member list you can jump to the customer's profile, open the contact shortcut, expand the row for more detail, and use the row actions to review or change status when needed.

Expanded rows add more context before you leave the dashboard, including service history, billing details, location, and risk cues.

The primary table shows Client, Account Type, Membership Type, Billing, Status, Signed Date, and quick actions. If one customer has multiple memberships, MemberBay groups them to keep the list readable.

When you expand a row you can inspect additional operational detail like address, location, visit timing, billing context, and other membership-level fields.

Not today. MemberBay is sync-first, so memberships are expected to flow in from your connected ServiceTitan tenant rather than being typed in directly inside the dashboard.

If a member is missing, first confirm the source record exists in ServiceTitan and that the latest sync completed successfully. Once the source data is available, it should appear automatically in MemberBay.

Expired means the membership reached the end of its term and was not renewed. Canceled means the membership was explicitly terminated before or at the end of its term.

Operationally, Expired often signals a missed renewal or lapse, while Canceled is the stronger churn signal because someone actively ended the coverage.

Suspended is a paused problem state. The membership still exists, but something is blocking it from behaving like a healthy active account, such as an unresolved billing or operational issue.

To unsuspend it, resolve the underlying issue in the source system and move the membership back to Active. After the next sync, MemberBay reflects that updated status.

Yes. Click any of the colored status cards or use the status filter in the filter bar. Both approaches narrow the member table to one status while leaving the rest of the dashboard available for context.

Use the Total card or clear filters when you want to return to the full list.

MemberBay uses Lemon Squeezy as its payment processor, which accepts major credit and debit cards worldwide, including Visa, Mastercard, American Express, Discover, and more.

You do not need to set up any separate billing integration just to subscribe. Enter your card details during checkout and billing is handled for you.

To change the card on file, update billing information, or review past invoices, open the billing area from your account settings.

Changes made in the billing portal take effect immediately and apply to your next renewal.

No. Your MemberBay subscription billing is handled for you through Lemon Squeezy, so there is no extra processor setup required on your side just to use the dashboard.

Once you subscribe, the dashboard, reports, and member tracking features work without any separate payment integration step.

All invoices are available in the Lemon Squeezy billing portal. Open Account -> Billing and click Manage Subscription to access them.

From there you can review payment history and download invoice PDFs for previous charges whenever you need them for accounting or expense tracking.

The badge in the top-right navigation shows the current workspace plan attached to your account, such as Pro or Max. It also acts as a shortcut into the Billing area.

Clicking it is the fastest way to review subscription status, invoices, trial timing, or plan management.

Yes. MemberBay supports shared workspace access so teams can work from the same tenant data instead of handing off one login.

Pro is built for smaller teams, and higher-touch plans cover larger or custom access needs. Each user signs in with their own account while the workspace data stays shared.

Open Reports from the main navigation. That section is where you go for sortable report views and deeper operational breakdowns than the dashboard cards can show.

Current report types include views like Payment Control, Membership Revenue, Service Activity, and technician-oriented reporting.

MemberBay Pulse is a Chrome extension that brings membership insights directly into your browser. When you open a customer page in ServiceTitan, an overlay appears showing their risk score, renewal date, lifetime value, and a one-click reminder button.

The extension also includes a popup with your at-risk list, stats, search, and team management - so you can triage retention work without leaving ServiceTitan.

You need three things: an active MemberBay Pro subscription, a ServiceTitan account with API access enabled, and Google Chrome.

MemberBay Pulse requires an active subscription. There is no free tier - the extension will not work without a paid plan or an active trial.

If you have not subscribed yet, you can start a 14-day free trial which gives you full access to the extension. Once the trial ends, the extension stops working until you subscribe.

Install MemberBay Pulse from the Chrome Web Store. After installation, the MemberBay icon appears in your browser toolbar.

The extension uses your existing MemberBay account. When you click Sign In, a new tab opens at memberbay.io/extension-sign-in. If you are already logged into MemberBay, click Confirm Connection and the extension links automatically.

If you are not logged in, the page will ask you to sign in first, then confirm the connection.

There are two ways to sign out. From the extension popup: open the extension, scroll to the bottom, and click Sign Out. From the website: go to memberbay.io/extension-sign-in and click Sign out from extension.

Signing out clears your authentication tokens from the extension. You will need to sign in again to use it.

No. Once connected, the extension stays signed in across browser restarts. Your session is stored securely in Chrome's session storage and refreshes automatically.

You only need to sign in again if you explicitly sign out, clear browser data, or if your MemberBay subscription expires.

When you navigate to a customer page in ServiceTitan, MemberBay Pulse automatically shows a small overlay in the bottom-right corner. It displays the customer's membership risk level, renewal date, last service date, lifetime value, and a Send Renewal Reminder button.

The overlay only appears on customer pages. It does not interfere with other ServiceTitan screens.

Risk scores are based on two factors: how close the renewal date is and how long it has been since the customer's last service visit.

The popup shows a grouped list of members that need attention, sorted by severity. Each group shows the customer name, number of memberships, and worst risk level. Expand a group to see individual memberships with their specific risk reason.

From the list you can mark a member as contacted, send a renewal reminder, or snooze them for 7 days.

Yes. The extension popup includes a search bar. Type a customer name and the extension queries your MemberBay data in real time. Results show the membership type, status, risk level, and renewal date.

The Send Renewal Reminder button opens the ServiceTitan Chat Center for that customer, so you can quickly send them a message about their upcoming or overdue renewal.

This works from both the overlay on ServiceTitan pages and the at-risk list in the popup.

Yes. Open the extension settings page (right-click the extension icon and choose Options) and toggle the overlay off. The popup and at-risk list continue to work even with the overlay disabled.

Yes. Team members you invite through MemberBay can install and sign in to the extension with their own accounts. They share the same workspace data as the account owner.

The number of team seats depends on your plan: Pro includes up to 5 team members, Enterprise has unlimited seats.

Account owners and admins can manage the team directly from the extension popup. Click the team icon to open the Team panel, where you can invite new members, change roles, and revoke access.

The Team panel also shows your current plan badge and how many seats you have used.

No. The extension does not read, scrape, or extract any data from ServiceTitan pages. All membership data displayed in the overlay comes from the MemberBay API, which syncs with ServiceTitan through the official ServiceTitan API.

The content script only detects which customer page you are viewing (by reading the URL) and then fetches that customer's data from MemberBay's backend.

MemberBay Pulse requests minimal permissions to function.

The extension stores your authentication token (in encrypted session storage that clears when Chrome closes), cached stats and at-risk data (in local storage for faster loading), and your UI preferences like overlay toggle and sync interval.

No ServiceTitan credentials or customer PII is stored in the extension. All sensitive data stays on MemberBay's servers.

Check these common causes in order.

Authentication tokens are stored in Chrome's session storage, which is cleared when all Chrome windows are closed. If you fully quit Chrome (not just close a tab), you may need to sign in again.

This can also happen if your MemberBay subscription expires or if you cleared browser data. Sign in again from the extension popup.

The badge number shows how many at-risk memberships currently need attention. It updates automatically every few minutes when the extension syncs with MemberBay.

If the badge is not showing, it means either there are zero at-risk memberships (good news) or the extension is not signed in.