What is an Unconfirmed user?
Unconfirmed users are prospective users who have started, but not necessarily completed, one of Optix's registration or intake flows. In your dashboard they appear under the Unconfirmed status.
They are useful when you want to capture interest early (inquiries, tours, abandoned sign-ups) without giving full Active member access yet. Unconfirmed users do not count toward your Active user total for Optix billing.
Why should I use Unconfirmed status?
The Unconfirmed status enables you to:
Capture leads from the Inquiry, Tour, Sign-up, and Drop-in forms before they become Active members
Run Automations on the New Unconfirmed User trigger, for example to remind someone who started an inquiry but didn't finish
Keep incomplete or abandoned intake attempts visible in Users without granting app access
Review and approve access requests when your onboarding setting is Users can request access
What can Unconfirmed users do?
Unconfirmed users have a limited experience compared with Active or Community users. In general they:
Appear in your dashboard under Users > Unconfirmed
Can receive messages and emails, including Automations
Cannot log in to your mobile app as a full member
Cannot make a booking, with one exception: a Drop-in booking lead mid-flow
Cannot check in
Cannot send messages in Inbox+ (they can only receive)
Note: Completing an Inquiry form does not automatically make someone Active. They stay Unconfirmed until admins, or a completing flow, upgrades them.
When is an Unconfirmed user created?
When an Unconfirmed user is created depends on which form or entry point someone used:
Form or entry point | When an Unconfirmed user is created |
Sign-up form / in-app onboarding | Created once the user's email is processed and onboarding begins, even if onboarding is not completed. Simply checking whether an account already exists does not create an Unconfirmed user. |
Inquiry form | Created once the user's email is processed, whether or not the form is completed. If the form is completed, they remain Unconfirmed and the Inquiry form submitted Automation trigger can run. |
Tour form | Created only once the tour is submitted. Partially filling out the Tour form does not create an Unconfirmed user. |
Drop-in form | Created once the user's email is processed, even if the booking is not completed. They stay Unconfirmed until the booking/login flow is finished. |
Request access (app) | Created when someone requests access and your onboarding setting allows requests. They stay Unconfirmed until an admin approves them. |
Admin invite / Bulk Import | Created when you add or import a user and choose Unconfirmed as the user status. |
Zapier - Add User to Optix | Created when the Zap sets Is Unconfirmed to true. The user's source shows as Zapier, and no welcome email is sent. |
When does an Unconfirmed user become Active?
Unconfirmed users become Active when:
An admin changes their status to Active (or Community)
An admin approves their access request
They complete a flow that upgrades them, for example finishing Drop-in login, or self-subscribing to a Plan where that path is enabled
An Automation runs a Change user status action to Active or Community
Unlike Community users, Unconfirmed users are not automatically upgraded just by browsing the app. They don't have full app access until their status changes.
How do you add Unconfirmed users?
Individually, via the Add Users button on the User or Team page. Select Unconfirmed as the user status when creating the account.
Via a Bulk Import. Select Unconfirmed as the User status before uploading the bulk import CSV.
Automatically, when someone uses your Inquiry, Tour, Sign-up, Drop-in, or Request access flows.
Via Zapier, using the Add User to Optix action with Is Unconfirmed set to true. This is useful for bringing in leads from Typeform, HubSpot, or another external CRM.
How does Zapier work with Unconfirmed users?
You can both create and react to Unconfirmed users with Zapier:
Into Optix: Use the Add User to Optix action and set Is Unconfirmed to true to create a lead without activating them or sending a welcome email.
Out of Optix: Use the New Lead trigger to send Unconfirmed users to another app, such as a CRM, spreadsheet, or Slack. This trigger fires about one hour after the Unconfirmed user is created, unlike the New Unconfirmed User Automation trigger, which starts right away.
Guidance: How Does Zapier Integrate with Optix?
How much does an Unconfirmed user cost?
Unconfirmed users are not counted as Active users for Optix subscription billing.
Unconfirmed vs Community
Unconfirmed and Community are both non-Active statuses, but they serve different purposes:
| Unconfirmed | Community |
Who they are | Leads or incomplete intake attempts | Soft-engaged, non-paying contacts |
App access | Generally no | Yes, similar to Active users |
Billing | Not counted as Active | Billed at a separate Community rate ($0.20/user, $0.10/user on Scale Subscription) |
Typical next step | Approve or convert to Active or Community | Convert to a paying Active user |