This FAQ is designed to help you understand the Contract End Date feature on the Mento platform and what each status means for your members.
Overview
What is the "Contract End Date" on the platform? This is a field on each member's profile that shows the current end of their coaching term and the status of that date. It gives you direct visibility into where your members stand contractually.
End Date Explained
What does the date next to the status represent? The date shown is the current end of the member's active term. The is followed by the status of the end date (Confirmed, Unconfirmed) which will indicate it’s status.
End Date Statuses
Each date will reflect their contractual term followed by a status that is important to understand as many of our members extend beyond their original contract term date.
What does each status mean?
Unconfirmed — A projected end date is showing, but it hasn't been formally confirmed by the member's company yet. Continue coaching as normal. Companies typically confirm an end date around 45 days prior to the term ending.
Please note: the majority of your members will be in Unconfirmed status for most of their engagement. This is completely normal. Think of it as a tentative date — it reflects the current end of their term based on what we know, but it is not final. Keep coaching as scheduled.
End Date Confirmed — The member's company has confirmed this is the last day of their coaching coverage and the membership will not be renewed. Both you and your member will receive a notification when a date moves to this status. Once confirmed, you can begin planning your final sessions to wrap up your work together.
Ongoing — This member does not have a fixed end date. This applies to self-pay (D2C) members with no set contract or B2B members whose company pays on a rolling basis. Treat Ongoing members as though they have no end date. If a date is later determined, we will update their status and notify you. Closed — Once a member has completed their term and been fully off-boarded, their status is moved to Closed. At this point, the member's account has ended and you will have been removed from their profile — so this status should not appear on your active dashboard. If you do see a member listed as Closed, please flag it to us at coachsupport@mento.co so we can investigate and resolve any discrepancy on the backend.
Notifications
How will I know when a member's end date is confirmed? You'll receive an email notification when a member moves from Unconfirmed to Confirmed. It’s always best practice to regularly review your member status to know where they stand.
Will I be notified if a member is renewed or extended? Yes. When a member is renewed, we'll update their profile on the platform with new end date, notify the member, and update internal notes (emailed to you) with the new term details. Their end date will reset and status will return to Unconfirmed for the new term.
Wrapping Up
What happens when a member is Confirmed to end? What do I need to do? When you receive your Confirmed notification, there are two things we ask:
- Final Pulse Survey — Encourage your member to complete their Final Pulse Survey before their last session. We'll send it to them directly as well, but a reminder from you goes a long way.
- Session changes — If any remaining sessions are cancelled or rescheduled, please let us know at coachsupport@mento.co so we can ensure a clean off-boarding.
After the final session, we'll close the member's account, remove you as their coach, cancel any remaining Cal.com sessions, and handle all backend off-boarding. You don't need to do anything on the platform.
What if our final session gets rescheduled to after the end date?
Please let us know as soon as possible! When we move a member to Confirmed, the end date is the date we will close their account. If you and your member need to push the final session past that date due to scheduling conflicts, we'll need to adjust the end date on our end to make sure the account stays open. Reach out to coachsupport@mento.co to request an extension including the member's name and proposed new session date and we'll confirm if they are approved to meet beyond their scheduled term End Date.
Common Scenarios & Questions
My member's profile shows an Unconfirmed date that is coming up soon. Should I say something to them? Not yet. Unconfirmed means we're still waiting on confirmation from their company. Continue coaching as scheduled. If you're genuinely unsure about timing, reach out to coachsupport@mento.co and we can provide clarity. Should I adjust my coaching approach based on the end date? Not unless you've received a Confirmed notification. Until a member's status moves to Confirmed, continue coaching as you normally would. Do not wind down sessions or change your approach based on an Unconfirmed date — the member's term may still be extended or renewed.
My member told me their contract runs through a different date than what I see on the platform. What should I do? Members sometimes receive information from their company's HR or benefits team that hasn't yet been reflected on our end. Email us at coachsupport@mento.co with the details. Do not adjust your sessions based on what the member tells you until we've confirmed the correct date.
Why do I still see sessions on my calendar beyond the end date? Cal.com auto-generates approximately 20 recurring sessions at the time of booking, regardless of a member's actual contract length. This does not mean the member has been extended or renewed. Use the Contract End Date on the platform as your source of truth — not the calendar. Mento Ops will cancel any sessions beyond the confirmed end date once off-boarding is complete.
What if my member's status shows Unconfirmed but there's no date attached? Every member should have a projected date associated with their Unconfirmed status. If this is a newer member, give it a few weeks — end dates for new members are backfilled after onboarding and will be populated soon. If you've been working with this member for a while and no date is showing, reach out to coachsupport@mento.co with the member's name and we'll get it added.
What if my member wants to continue coaching past their end date? Renewal decisions for B2B members are made by their company — not by Mento. If a member asks about continuing, encourage them to advocate for themselves with their internal POC or manager. Members who express interest to their company often do get extended. Once a company decision is made, Mento handles the rest. You can also flag it to us at coachsupport@mento.co and we'll loop in the right contacts. If their company does not approve their continuation, they do have the option to continue working with you as a D2C member. If they are interested, please have your member email concierge@mento.co and our team will provide options.
What if the end date on the platform looks wrong? Email coachsupport@mento.co with the member's name and what you believe the correct date should be. We'll verify what is correct and make sure you are updated with the accurate information. Does my member see this information too? Yes, your members can view their contract end date on their profile page. They will not see the “status” (confirmed/unconfirmed/ongoing). D2C members will not see a date since they are ongoing with no specific end date. You are welcome to let the know if it has or has not been confirmed. If members ask you any contractual questions, you can guide them to have a conversation with their POC and/or direct them to concierge@mento.co.
Still have questions?
Reach out to coachsupport@mento.co — we're happy to help.