# MemberBay > MemberBay is the retention layer for HVAC membership programs running on > ServiceTitan. It watches every membership for failing cards, expiring plans > and silent churn, and puts the members who need a call in front of the team - > inside ServiceTitan, via the MemberBay Pulse Chrome extension. MemberBay is a SaaS product for home-service contractors - primarily HVAC - whose recurring revenue lives in ServiceTitan membership programs (comfort clubs, maintenance agreements). The problem it solves is involuntary churn: memberships that lapse because a card failed or a renewal was missed, not because the customer chose to leave. MemberBay reads membership, invoice and payment data from ServiceTitan through the official API, scores each membership for churn risk, and surfaces the resulting work queue in a dashboard and in a Chrome extension that overlays ServiceTitan itself. ## Product - [Pulse - failed payment recovery](https://memberbay.io/): detects failed payments and expiring cards, ranks them by revenue at risk, and drives a dunning + recovery queue so the team works the highest-impact saves first. - [MemberBay Pulse Chrome extension](https://chromewebstore.google.com/detail/memberbay-pulse-for-servi/afoojnhbpdkanjdenfaolcjmagfklbej): membership health, payment status and churn signals shown inside the ServiceTitan customer view. No tab switching, no spreadsheet. - [Retention dashboard](https://memberbay.io/): active members, revenue at risk, renewals due, today's pipeline, and a prioritised action queue. - [Reports](https://memberbay.io/): saved revenue, renewals, at-risk members, sales by employee, and trend reporting, with CSV export. - [Predictive analytics (Max plan)](https://memberbay.io/pricing): churn scoring, revenue-at-risk trends, and risk-distribution analytics. - [Multi-location rollup](https://memberbay.io/): several ServiceTitan tenants in a single view. ## Pricing - [Pricing page](https://memberbay.io/pricing): current plans and limits. - **Pro** - $199/month, or $1,990/year billed annually (two months free). Up to 500 members and 5 team seats. Includes the full retention dashboard, payment health monitoring, report exports, automated renewal reminders and the Pulse Chrome extension. - **Max** - $499/month, or $4,990/year billed annually. Up to 2,500 members and 15 team seats. Everything in Pro plus the predictive analytics layer: churn scoring, revenue-at-risk dashboard with trends, and risk distribution. - **Enterprise** - custom pricing for larger or multi-location operations; contact us. - **Free trial** - 14 days of full, unrestricted access to the whole platform, including the Pulse extension. When the trial ends the extension stops working until a plan is active. ## Integration - [FAQ - setup and ServiceTitan connection](https://memberbay.io/faq): step-by-step answers on connecting, syncing and troubleshooting. - MemberBay connects through the official ServiceTitan API. You create your own API application in the ServiceTitan Developer Portal and paste four credentials into MemberBay. Setup takes under five minutes. - Read-only by default. Write access is optional and only used for membership actions a user triggers explicitly. ## Security - [Security policy](https://memberbay.io/security): scopes, encryption, tenant isolation and responsible disclosure. - ServiceTitan credentials are encrypted at rest with AES-GCM using tenant-scoped keys. - MemberBay requests no access to payroll, GPS, banking or inventory data. ## Company - [About MemberBay](https://memberbay.io/about): who builds it and why. - [Membership churn calculator](https://memberbay.io/tools/membership-calculator): free tool that estimates cancellation rate and 12-month revenue at risk. - [Blog](https://memberbay.io/blog): churn benchmarks, retention tactics, pricing strategy and win-back playbooks for ServiceTitan operators. - [Contact](https://memberbay.io/contact) - info@memberbay.io ## Optional - [Extended version of this file](https://memberbay.io/llms-full.txt): the same material with the full FAQ and glossary inlined. - [Privacy policy](https://memberbay.io/privacy) - [Terms of service](https://memberbay.io/terms) - [System status](https://memberbay.io/status) --- # Full FAQ Every question and answer published on https://memberbay.io/faq, inlined so an answer engine can cite them without a second fetch. ## About MemberBay ### What is MemberBay and who is it for? MemberBay is built for HVAC companies running on ServiceTitan. It surfaces the membership data scattered across your CRM - expiring plans, missed renewals, unbooked recurring visits, silent churn - and puts it in one place so nothing slips. Membership revenue is the most predictable money an HVAC business has - and the easiest to lose without noticing. MemberBay is the retention layer that keeps it from slipping. ### Why did you build MemberBay? MemberBay came out of managing membership operations firsthand - 1,100+ active accounts inside ServiceTitan, day after day. The pattern was always the same: the revenue was there, the data was there, but it lived across six different screens. Good members churned quietly because no one had a single view of who was about to leave. Off-the-shelf tools didn't fix it. So we built the layer that does. Read the full story at memberbay.io/about. ### Does MemberBay replace ServiceTitan? No. MemberBay is built on ServiceTitan, not against it. We extend your existing workflow - we don't move your customers anywhere. Nothing touches your CRM without your click: MemberBay reads continuously, but every write to ServiceTitan - even actions suggested by our AI - waits for a human to approve it. ### Am I locked into a long contract? No lock-in, no long contracts. You can cancel at any time from your account settings, and you can take a full export of your data with you. The bar we hold ourselves to is simple: if MemberBay doesn't pay for itself, you leave. ### How do I get in touch with the team? Questions, demos, or feature requests: dani@memberbay.io. You can also use the contact form at memberbay.io/contact, or the general inbox at info@memberbay.io. ## Setup & Connection ### How do I connect MemberBay to ServiceTitan? 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. 1. Sign up or log in to MemberBay and start a free trial. 2. Create an API application in the ServiceTitan Developer Portal (see the guide below). 3. Copy your Tenant ID, Client ID, Client Secret, and App Key. 4. In MemberBay, go to the Connect screen and paste all four values. 5. Click Next Step - MemberBay verifies the connection and starts syncing your data. ### How do I create an API application in the ServiceTitan 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. 1. Open developer.servicetitan.io in your browser and sign in with your ServiceTitan account. 2. In the left sidebar, click Apps, then click the + Create App button in the top-right corner. 3. Fill in the app details: enter a name (e.g. "MemberBay"), select your tenant from the dropdown, and save. 4. After the app is created, you will see the App Details page. Copy the App Key value shown on this page. 5. Navigate to the API Credentials section on the same page. You will see your Client ID. Copy it. 6. Click Generate Secret to create a new Client Secret. Copy and save it immediately - it is only shown once. 7. Find your Tenant ID - it is the number displayed next to your tenant name on the app page, or in your ServiceTitan account URL. 8. Go to MemberBay → Connect screen and paste all four values: Tenant ID, Client ID, Client Secret, App Key. ### Where do I find my Tenant ID, Client ID, Client Secret, and App Key? All four credentials come from the ServiceTitan Developer Portal (developer.servicetitan.io) after you create an API application. - Tenant ID - your ServiceTitan account number. Visible in the Developer Portal next to your tenant name, or in your ServiceTitan URL (e.g. go.servicetitan.com/#/tenant/XXXXXXX). - Client ID - shown on the API Credentials section of your app in the Developer Portal. - Client Secret - generated once when you click Generate Secret in the Developer Portal. Save it immediately, as it cannot be retrieved again (you can regenerate a new one if lost). - App Key - displayed on the App Details page in the Developer Portal right after creating the app. ### I lost my Client Secret. What do I do? 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. ### What API permissions does MemberBay need? 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. ### How long does the setup take? 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. ### Can I revoke MemberBay's access to my ServiceTitan data? 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. ## Security & Data Access ### What ServiceTitan data does MemberBay access? 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. - Customers, locations, contacts - for customer search and profiles - Memberships, membership types, recurring services - for the active-member dashboard and churn signals - Jobs, job types, appointments - for operational churn indicators - Invoices and payment types - for billing-failure alerts - Business units - for tenant validation and multi-BU filtering ### What can MemberBay change in my ServiceTitan tenant? 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. ### Does MemberBay access payroll, GPS, banking, or inventory data? 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. - Payroll, timesheets, or employee compensation - not accessed - GPS pings or technician location - not accessed - Inventory, purchase orders, or vendor records - not accessed - General ledger, chart of accounts, or journal entries - not accessed - Banking, deposits, or ACH data - not accessed ### How are my ServiceTitan credentials stored? 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. ### Is MemberBay SOC 2 certified? 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 dani@memberbay.io to request a questionnaire response or a Data Processing Agreement. ### What happens if there is a security incident? 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: dani@memberbay.io. ### Where can I see the full security policy? 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. ### What does the MemberBay Pulse Chrome extension access in my browser? The extension requests only the permissions needed to render the side panel, keep you signed in, and show the optional overlay. You can verify the list in Chrome under chrome://extensions → MemberBay Pulse → Details. The extension does not work on any website other than ServiceTitan and MemberBay. Adding any new permission requires a Chrome Web Store update and a re-review - it cannot happen silently. - Browser permissions: sidePanel (the main UI), storage (signed-in session and a short-lived cache), alarms (background badge refresh), notifications (a single alert when a payment issue turns critical), and idle (skips syncs while you are away) - Host access: go.servicetitan.com (plus ServiceTitan's integration and test environments), memberbay.io, and api.memberbay.io - nothing else - Does NOT request: , tabs, cookies, webRequest, scripting, history, bookmarks, downloads, or clipboard access ### Does the MemberBay Pulse extension read data from my ServiceTitan pages? 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. ### Will MemberBay slow down my ServiceTitan? 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 contractors with 2,000+ memberships. ### Can I export my data if I cancel MemberBay? 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. ### Where does the MemberBay Pulse extension send data? 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, contact customer, switch tenant). We do not send ServiceTitan page content, cookies, keystrokes, or clipboard data. Your session token is stored in Chrome's extension storage so you stay signed in across browser restarts. Sessions refresh on a rolling 90-day window and are revoked server-side the moment you sign out from the side panel. ## Dashboard Overview ### What does the MemberBay dashboard show me? 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. - Active Members: memberships currently in Active status. - Revenue at Risk: estimated monthly revenue tied to active accounts that show risk signals. - Renewals This Month: active contracts whose renewal anniversary falls in the current calendar month. - Total MRR: normalized monthly recurring revenue across active memberships. ### What is Today's Pipeline and how does it work? Today's Pipeline is the dashboard's same-day priority section. The summary chips at the top show the size of today's workload - renewals expiring today, overdue payments, and memberships with no recent service - and the queue below lists the actual members who need action: failed payments, expiring cards, and at-risk memberships sorted by urgency. Click a chip to filter the queue to just that category; click it again to clear the filter. Each queue row carries one-click actions: mark the member as contacted once you've reached out, or jump straight into ServiceTitan (renewal page, customer profile, or chat). Members you've already contacted drop out of the queue so the team only sees what's left. Chips only appear for categories that currently have work - if there's nothing urgent, the section stays quiet. - Summary chips: renewals expiring today, payments overdue, no recent service - Action queue: failed payments, expiring cards, at-risk members - Mark contacted + ServiceTitan quick links on each row ### What do the colored summary cards (Active, Canceled, Suspended, Expired, Total) mean? 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. - Active: healthy memberships that are currently live. - Canceled: memberships that were explicitly terminated. - Suspended: memberships that are paused or blocked by an unresolved issue. - Expired: memberships that reached the end of term without renewal. - Total: resets the view back to the full list. ### How do I change the time range on the dashboard charts? 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. ### What is Revenue at Risk and how is it calculated? 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. - Flags can include overdue billing, no recent service activity, or a long gap since the last payment. - Annual and other recurring amounts are converted to a monthly equivalent before being summed. ## Last Sync ### What does "Last sync: just now" mean? 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. ## Managing Members ### How do I find a specific member? 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. ### What actions can I take on a member record? 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. - Profile opens the linked customer record. - Contact opens the direct outreach shortcut. - Expanded rows expose deeper member details and row-level actions. ### What information is shown in the member list? 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. ### Can I add a new member manually? 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. ## Membership Statuses ### What is the difference between Expired and Canceled? 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. ### What does Suspended mean and how does a member get unsuspended? 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. ### Can I filter the dashboard to only show a specific 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. ## Billing & Payments ### What payment methods are accepted? 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. ### How do I update my card or billing details? 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. 1. Go to Account -> Billing. 2. Click Manage Subscription. 3. Use the Lemon Squeezy billing portal to update your payment method, billing address, and saved billing details. ### Do I need to connect a payment processor to use the dashboard? 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. ### Where can I find my invoices? 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. ### What is the difference between the Pro and Max plans? Both plans include the full retention dashboard, payment health monitoring, structured report exports, and the Pulse Chrome extension. The difference is the predictive analytics layer and the usage limits. Pro is $199/month ($1990/year billed annually) for up to 500 membership accounts and 5 team seats. Max is $499/month ($4990/year billed annually) for up to 2,500 membership accounts and 15 team seats, and it unlocks the Max analytics suite. If you need higher limits or multi-location pricing, Enterprise is handled directly - contact dani@memberbay.io. - Pro - $199/month: dashboard, payment health, report exports, Pulse extension, up to 500 members and 5 seats. - Max - $499/month: everything in Pro, plus predictive churn scoring, a revenue-at-risk dashboard with trends, and risk distribution analytics, up to 2,500 members and 15 seats. - Enterprise - custom: tailored membership and seat limits, dedicated onboarding, SLA, and volume / multi-location pricing. ### What do I get with MemberBay Max? Max is built for larger membership books that need to forecast churn, not just react to it. On top of everything in Pro, it adds a predictive analytics layer and raises your limits to 2,500 membership accounts and 15 team seats. The Max analytics live in a dedicated section of the dashboard and update on every sync. - Predictive churn scoring - each membership gets a risk score so you can work the most at-risk accounts first. - Revenue-at-risk dashboard and trends - track exposed recurring revenue over time, not just a single snapshot. - Risk distribution and flags analytics - see how your base breaks down by risk level and which signals are driving it. - Filter and sort your entire base by risk score. - Higher limits: up to 2,500 membership accounts and 15 team seats. ### How do I upgrade from Pro to Max? Open Account -> Billing and choose the Max plan, or pick Max on the Pricing page. Checkout runs through Lemon Squeezy and the upgrade takes effect immediately. When you upgrade mid-cycle you are charged the prorated difference for the remainder of your current billing period. If you later downgrade, the change applies at the end of the current period - see our Terms for the full billing rules. ## Account & Settings ### What is the Pro badge in the top navigation? 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. ### Can multiple team members access the same dashboard? Yes. MemberBay supports shared workspace access so teams can work from the same tenant data instead of handing off one login. Pro includes up to 5 team seats and Max includes up to 15, while Enterprise covers larger or custom access needs. Each user signs in with their own account while the workspace data stays shared. ### Where can I find detailed reports? 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. ## Chrome Extension - Overview ### What is MemberBay Pulse? MemberBay Pulse is a Chrome extension that brings membership insights into Chrome's side panel. Open it from the toolbar icon or with Ctrl+K (Cmd+K on Mac) and you get health KPIs, a recovery queue of payment issues, upcoming renewals, member search, and a context card for the ServiceTitan customer you are viewing - all without leaving ServiceTitan. An optional read-only overlay can also pin a small MemberBay pill on ServiceTitan record pages. It is off by default and can be enabled from the extension options. ### What do I need to use MemberBay Pulse? You need three things: an active MemberBay subscription (Pro or Max), a ServiceTitan account with API access enabled, and Google Chrome. Pulse is included with every plan. On Max the side panel also surfaces the predictive churn signals from the Max analytics suite. - MemberBay Pro or Max subscription (14-day free trial available). - ServiceTitan account connected to MemberBay. - Google Chrome browser (desktop). ### Can I use the extension without a paid subscription? 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. ## Chrome Extension - Installation & Login ### How do I install MemberBay Pulse? Install MemberBay Pulse from the Chrome Web Store. After installation, the MemberBay icon appears in your browser toolbar. 1. Open the Chrome Web Store and search for "MemberBay Pulse for ServiceTitan". 2. Click Add to Chrome and confirm the installation. 3. The MemberBay icon appears in your browser toolbar. Click it (or press Ctrl+K / Cmd+K) to open the side panel. 4. Click Sign In - this opens the MemberBay website where you link your account. ### How do I sign in to the extension? 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. ### How do I sign out of the extension? There are two ways to sign out. From the side panel: click the sign-out icon in the panel header. 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 immediately and revokes the session on our servers. You will need to sign in again to use it. ### Do I need to sign in every time I open Chrome? No. Once connected, the extension stays signed in across browser restarts and MemberBay updates. Your session refreshes automatically on a rolling 90-day window - every sync extends it, so day-to-day use keeps you signed in indefinitely. You only need to sign in again if you explicitly sign out, clear the extension's browser data, your MemberBay subscription expires, or the extension goes unused for more than 90 days. ## Chrome Extension - Features ### What is the ServiceTitan overlay? The overlay is an optional, read-only companion to the side panel. When enabled, a small MemberBay pill appears on ServiceTitan customer, job, invoice, and membership pages - expand it to see the member's plan, renewal date, and health at a glance. It is off by default: enable it by right-clicking the MemberBay icon, choosing Options, and turning on Show overlay on ServiceTitan. It renders inside an isolated Shadow DOM and never modifies or reads ServiceTitan page content. ### How are the risk scores calculated? 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. - Critical: renewal is overdue (past the expiration date). - High: renewal within 7 days, or no service visit in 9+ months. - Medium: renewal within 30 days, or no service visit in 6+ months. - Low: renewal is more than 30 days away and service history is recent. ### What are the Recovery and Renewals tabs in the side panel? The Recovery tab is your queue of members with payment problems - failed payments and expiring cards - sorted by severity so your team works the highest-impact saves first. The Renewals tab lists upcoming and overdue renewals. Expanding an entry opens the full member card, where you can review the membership details, mark the member as contacted, or jump straight to the customer in ServiceTitan. ### Can I search for a specific member from the extension? Yes. Open the Search tab in the side panel - or press Ctrl+K (Cmd+K on Mac) from anywhere - and type a customer name. The extension queries your MemberBay data in real time with exact and fuzzy matching, so close-enough spellings still find the right member. Results show the membership type, status, risk level, and renewal date. ### How do I contact a customer from the extension? Member cards in the side panel include two outreach actions. Contact customer opens the ServiceTitan Chat Center thread for that customer in a new tab, so you can send the renewal or recovery message right away. Mark contacted records the outreach in MemberBay so the rest of your team sees who has already been reached. ### Can I turn the overlay on or off? Yes. The overlay is off by default. Right-click the extension icon, choose Options, and flip Show overlay on ServiceTitan. The change applies immediately - no page reload needed. The side panel works the same either way; the overlay is purely an optional extra. ## Chrome Extension - Team & Permissions ### Can my team members use the extension? 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, Max includes up to 15, and Enterprise offers custom seat limits. ### How do I manage team members for the extension? Team invites, roles, and seat management live in the MemberBay web app - the extension itself no longer has a team panel. Invite a teammate from your MemberBay workspace, then have them install the extension and sign in with their own account. Seat limits follow your plan: Pro includes up to 5 team members, Max up to 15, and Enterprise offers custom limits. ## Chrome Extension - Privacy & Security ### Does the extension read or collect data from ServiceTitan? No. The extension does not read, scrape, or extract any data from ServiceTitan pages. All membership data shown in the side panel and the overlay comes from the MemberBay API, which syncs with ServiceTitan through the official ServiceTitan API. The extension only detects which record you are viewing (by reading the page URL) and then fetches that customer's data from MemberBay's backend. ### What browser permissions does the extension need? MemberBay Pulse requests minimal permissions to function. - sidePanel: renders the main MemberBay Pulse interface in Chrome's side panel. - storage: keeps you signed in across restarts and briefly caches summary data for fast panel opens. - alarms: runs the background refresh that keeps the badge count current (adaptive, roughly every 5-30 minutes). - notifications: shows a single alert when a payment failure or expiring card turns critical. - idle: skips background syncs while you are away from the computer. - go.servicetitan.com: detects which record you are viewing and hosts the optional overlay. - *.memberbay.io and api.memberbay.io: sign-in hand-off from the website and calls to the MemberBay API. ### What data is stored locally by the extension? The extension stores three things: your session token (in Chrome's extension storage, so you stay signed in across restarts), a short-lived cache of summary data for fast panel opens (60-second freshness, nothing retained longer than 24 hours), and your UI preferences like theme and the overlay toggle. No ServiceTitan credentials are ever stored in the browser. Signing out clears the token and cache immediately. ## Chrome Extension - Troubleshooting ### The overlay is not showing on ServiceTitan pages. Check these common causes in order. 1. Check that the overlay is enabled - it is off by default. Right-click the extension icon, choose Options, and turn on Show overlay on ServiceTitan. 2. Make sure you are signed in - open the side panel and verify you see your data, not a sign-in screen. 3. Confirm you are on a record page - the overlay appears on customer, job, invoice, and membership detail pages, not on lists or dashboards. 4. Try reloading the ServiceTitan page - ServiceTitan is a single-page app and sometimes the extension needs a fresh page load. 5. If none of the above work, try removing and re-adding the extension from Chrome. ### The extension signed me out unexpectedly. Sessions persist across browser restarts and MemberBay updates, and temporary network or server errors never sign you out - the extension keeps your session and retries on the next panel open. Being signed out means one of a few definitive things: you signed out explicitly, your MemberBay subscription or trial ended, your access was revoked, you cleared the extension's browser data, or the session went unused for more than 90 days. Sign in again from the side panel; if it keeps happening, check your plan status at memberbay.io. ### What does the number on the extension icon mean? The badge number shows how many at-risk memberships currently need attention. It refreshes automatically in the background - more often when there are open attention items, less often when everything is clear - and you can force an update with the Sync now button in the panel header. If the badge is not showing, it means either there are zero at-risk memberships (good news) or the extension is not signed in.