WF03 · Offboarding & Dropping — Team Guide
What happens, who does what, and what HubSpot handles automatically during Offboarding & Dropping.
Audience: PGN team members and mentors. This guide explains what happens when a member's membership ends (Offboarding) or when a member is removed (Dropping).
Version 1.0 · Last reviewed 2026-10-12 · Content owner: [assign owner] · Source: PGN HubSpot Workflow 3 spec
Ending vs. Dropping
- Ending (Offboarding): the member has decided not to renew at the end of their term. This usually follows the renewal (Continuation) process.
- Dropping: the member is removed before or outside the normal renewal cycle, for example for non-payment.
Both follow the same steps. Only the list of reasons differs.
What happens automatically
- The team is notified that the member is leaving.
- The member moves from the "Current" list to the "Past" list in HubSpot.
- For lifetime ("Forever") members, HubSpot files them as Current, Hold, or Past based on their status, and records whether they Ended or Dropped and on what date.
- For dropped members, two emails go out: one to the internal team (Jennifer, Payroll, Accounting) and one to the mentor (copying the Mentor Team and Support). They confirm the member is no longer a PGN member as of the effective date.
- Payroll is told to stop the mentor's pay for this member.
Who does what
| Person | Task |
|---|---|
| Tina Cherry (Accounting) | Updates client information and cancels the member's subscription. |
| Nicole Silva | Deactivates the member in ScaleIt Software and removes them from their mentor. |
| Megan Martinez | Deactivates the member in PinnPlace. |
Reasons a member may end
Achieved Goals, Bankruptcy, Business Change (Structure/Partnership), Cost (Membership), Cash Flow, Exit (Business), Fit (Program/Content), Personal Circumstances, Value, MIA (Offboarded).
Reasons a member may be dropped
Non-Payment, Bankruptcy, Business Change (Structure/Partnership), Cost (Membership), Cash Flow, Exit (Business), Fit (Program/Content), Personal Circumstances, Value, MIA (Offboarded).
What does "MIA" mean?
MIA means the member stopped responding. A staff member chooses this reason based on mentor reports. HubSpot never sets it automatically, except when a mentor doesn't respond to the renewal decision request.
When does the mentor stop being paid?
- If the member leaves between the 1st and 15th of the month, the mentor is paid through the 15th.
- If the member leaves between the 16th and the end of the month, the mentor is paid through the last day of the month.
Related: WF03 · Offboarding & Dropping — Technical Reference. Questions or corrections? Contact the content owner listed above.