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WF02 · Continuation (Renewal) — Team Guide

 Audience: mentors and PGN team members. This guide explains how a membership renewal (called a "Continuation") works, what you'll receive, and what you need to do. 

Version 1.0 · Last reviewed 2026-10-12 · Content owner: [assign owner] · Source: PGN HubSpot Workflow 2 spec

What is a Continuation?

Every membership has an end date. Before that date, the member's mentor confirms whether the member is continuing (renewing) or not continuing. HubSpot sends reminders and handles the follow-up for you.

Timeline

When What happens
45 days before the end date The mentor receives a heads-up email (Accounting is copied). The renewal is now "Pending."
20 days before the end date The mentor receives an email with a link to the decision form.
10 days to 1 day before If no decision has been submitted, the mentor receives a daily reminder.
On the end date If there's still no response, a no-response offboarding notice is sent.
1 day after the end date The final status is set automatically.

 

Mentors: how to submit a decision

  1. Open the link in the reminder email.
  2. Choose Continuing or Not Continuing.
  3. If you choose Not Continuing, you must also pick a reason and a wrap-up date.
  4. Submit the form. The daily reminders stop.

 

What happens after the decision

 

If the member is continuing

  • The member's end date is updated and they stay on the current member list.
  • Depending on the path chosen, either:
    • a celebration email goes to the member 24 hours later, shown as coming from their mentor; or
    • the mentor receives a reminder and a template 24 hours later to send a personal message.
  • The renewal status resets the day after the end date, ready for next year.

If the member is not continuing

  • Accounting, Payroll, the Mentor Team, and Support are notified automatically.
  • Support (Luz Sellers) makes a thank-you call within 7 days after the end date.
  • Marketing enrolls the former member in a 12-month nurture series to stay in touch.
  • The day after the end date, the membership status changes to Ended and the offboarding process begins.

If nobody responds

The member is treated as not continuing, with the reason MIA.

 

Reasons for not continuing

Achieved Goals, Bankruptcy, Business Change (Structure/Partnership), Cost (Membership), Cash Flow, Exit (Business), Fit (Program/Content), Personal Circumstances, Value, MIA (Offboarded).

 

FAQ

Why does the celebration email look like it came from me (the mentor)?
Emails send from support@pinnaclegn.com and show the mentor's name, so the member sees a personal message. You don't need a separate mailbox.

I missed the deadline. What now?
Contact the Client Success team as soon as possible. Without a response, the member will be offboarded as MIA.

Related: WF02 · Continuation (Renewal) — Technical Reference. Questions or corrections? Contact the content owner listed above.