01
How do I connect my gym's LINE, and why does nothing arrive?
Two LINE channels to paste, two addresses to copy back, and the one box that decides whether a single message is ever delivered.
LINE is included in every plan, free one included
Connecting LINE costs nothing and needs no upgrade. Your members link their own LINE from their space, and the automatic messages you switched on reach them there: booking confirmations, receipts, class reminders, membership changes.
What is paid is the marketing side, not the plumbing. Writing message templates, sending one by hand and sending a group message belong to the Pro plan. Answering someone who wrote to you first is free, on purpose: receiving a message with nowhere to answer it is worse than not receiving it.
You need TWO LINE channels, not one
Path: Settings › Integrations › LINE.
A LINE Login channel identifies a member when they tap Connect your LINE. A Messaging API channel sends and receives. They do different jobs and neither replaces the other, which is why there are four boxes and not two.
Create both under the SAME provider in the LINE developer console. Two providers is the mistake that costs an afternoon: everything looks configured and members are recognised as strangers.
- 1.In the LINE console, create a provider, then a Messaging API channel under it. Copy its access token into Messaging API access token, and its channel secret into Channel secret (Messaging API).
- 2.Still under that provider, create a LINE Login channel. Copy its Channel ID and its channel secret into the two LINE Login boxes.
- 3.Copy address 1 from this screen into the Messaging API channel, under Webhook settings, turn Use webhook on, then press Verify there.
- 4.Copy address 2 into the LINE Login channel, as its Callback URL.
- 5.Press Save here, then Test connection.
Watch out
The two addresses are not interchangeable and swapping them breaks nothing visibly. Address 1 ends in /webhook and receives replies. Address 2 ends in /callback and links member accounts. Each one is labelled on the screen with the place it goes.
The box that decides whether anything is ever delivered
In your Messaging API channel, under Basic settings, there is a Linked LINE Official Account. If it is empty, LINE never offers Add as friend while a member signs in.
LINE only lets you write to people who added your Official Account as a friend. Signing in is not adding. So with that box empty, members connect happily, your screen says connected, and not one message is ever delivered. No error appears anywhere.
Watch out
This screen checks it for you. Look for the pill next to LINE: Verified means the link is there, No friend prompt means it is missing, and Not checked yet means the check has not run. Treat No friend prompt as an outage, not a detail.
The green light does not mean everything is filled in
The Connected pill only looks at two of the four boxes: the Login Channel ID and the Messaging API access token. A gym can be marked connected with no channel secret for the Messaging API.
That secret is what proves an incoming message really comes from LINE. Without it, replies and blocks arrive at your server and are thrown away, and you keep writing into a void.
Good to know
The Webhook receipts row tells you the truth. Nothing yet means LINE has never called you, so the webhook was never saved on their side. Refused means messages are arriving and being discarded for lack of that secret.
How a member gets linked, and how you help
The member does it, from their own space: a Connect your LINE line sits at the top until they link, and the same button is repeated in My profile. At the front desk you can also hand them your phone: Link your account on their profile shows them a screen where one tap does it.
If they are not in front of you, open their profile and press Send connection link. It emails them the link. That needs an email address on their file; without one the row says so instead of offering a dead button.
Watch out
There is no way for you to type a member's LINE id in yourself, and the LINE handle you can note on their profile grants nothing. Only the member going through the link actually connects the account.
When a message does not arrive
A member who never linked is skipped in silence by every automatic message. Nothing is logged on your screen, because from the software's point of view nothing failed.
A member who linked and then BLOCKED your Official Account is different, and it is visible: the integration screen shows an Unreachable on LINE count with a See who button that filters your member list.
Replies your team types inside the LINE app never come back into the Inbox. LINE forwards what the member sends, never what you send from the LINE app. Answer from MoveMembers and the whole conversation stays in one place.
Disconnecting
Three places do it: the member from their own space, you from the member row menu, and you from the LINE line on their profile. All three clear the link and nothing else.
Nothing is revoked on LINE's side. The person is still a friend of your Official Account, and they are told nothing. To message them again they have to go through the link once more.
02
Which messages does the software send my members automatically?
A fixed list of transactional messages, such as booking confirmations and receipts, where you only choose the channels.
Not the same thing as Automations
Path: Settings › Messaging › Built-in messages.
A fixed list of twelve: booking confirmation, booking cancellation, waitlist confirmed, spot available, class reminder, payment receipt, membership activated, membership paused, membership ended, membership expiring soon, gym closed, payment reminder.
You cannot create one, delete one, or rewrite its text. You switch each channel on or off, row by row. The Preview button shows the exact email and the short version used on LINE.
Watch out
Only Email and LINE columns are shown, because those are the only channels wired into these messages. WhatsApp and SMS exist for automations only.
What is on by default
Ten of the twelve rows start with Email and LINE ticked, receipt included. Two start fully off: Class reminder, because a reminder before every class is a choice and not an expectation, and Membership expiring soon, because nobody should discover that the software started emailing their members without being asked.
LINE being ticked does not mean anything goes out. Every LINE send checks that your gym has entered its own LINE channel in Settings › Integrations. Until then the switches are greyed and a banner offers to connect LINE.
Good to know
The receipt works on both channels, differently. Email carries the PDF as an attachment. LINE cannot attach a file, so it sends the amount and a link to the member space, where the same PDF downloads. That link keeps working months later, when the LINE conversation has scrolled away.
Membership expiring soon, and the automation that takes over
This one is a renewal reminder about a week before a membership ends, and it costs nothing: it is available on the free plan, where no automation is.
If you also run a Pro automation on Membership expires soon, this row stays quiet on its own. The automation takes over and the member gets one reminder, not two. You do not have to switch anything off.
Who can change a switch
Owner and Admin only. Another role that reaches these switches gets a refusal saying it needs Owner or Admin access, and that message is exactly right.
The rule is anchored to the role on the server, not to the permission grid. It works the same way for every Settings page and for automations.
Watch out
Ticking Gym settings for the front desk role does not delegate these switches. It grants nothing here, and it opens other things elsewhere. To let somebody turn a message off while you are away, make them an Admin.
What triggers each message
Booking confirmation, cancellation, waitlist confirmed and spot available are sent when the booking changes, whether the change was made at the front desk or by the member.
Class reminder does NOT have a fixed time. Two settings under the grid decide it: how many days ahead it goes out, from same day to seven days before, and at which hour, in your own time zone. A gym set to three days ahead will never get a morning-of reminder. The day always applies; the hour only applies if your installation sends on an hourly schedule, and the setting says so when it does not.
Payment receipt is sent when a payment is recorded as paid. Payment reminder is sent when you tap Request payment. Membership activated, paused and ended follow the membership itself. Membership expiring soon goes out about a week before the end date.
Watch out
Gym closed is the one that reaches everybody: every member who is neither archived nor cancelled, which includes people whose plan has expired or is on hold, not only your paying members. Before it leaves, the screen tells you how many people will actually receive it on each channel, and the send waits about ninety seconds so you can cancel it. Past that window it is gone.
When Request payment refuses
Request payment uses the Payment reminder row. If online payments are connected, the message invites the member to pay from their space. If not, it shows the balance and asks them to settle at the front desk.
If both channels are off for that row, or if the member has neither an email address nor a linked LINE, nothing is sent and the action reports the reason.
03
How do I read and answer messages from my members?
One place for every conversation with your members, with the channel chosen at the moment you reply.
One conversation per member
Path: Inbox.
Every message with a member is grouped into a single conversation, whatever channel it came from. Unread conversations come first, then the most recent.
The counter next to Inbox in the menu counts unread incoming messages that are not archived. Opening a conversation marks it read. New message lets you start a conversation with any member, even one who never wrote to you.
Choosing the channel before you send
The channel selector sits in the tools row above the composer, next to the Messages button, not against the send button. Four channels at most, and the list depends on the member: LINE if they linked their LINE and your gym connected LINE, SMS if they have a phone and SMS is connected, Email if they have an address, and In-app, which is always there.
In-app is the default. It delivers the message inside the member's own space, with no outside gateway and no cost. The member reads it and answers from there.
Watch out
WhatsApp is NOT one of the four. You can send a WhatsApp message from a member's profile, never from this screen, and the server refuses it if something tries. An email reply from a member does not come back here either: it lands in your own mailbox, because that is the reply address on the message. SMS is one way too.
What actually arrives in the Inbox
Two things come in. Messages a member sends from their member space, which arrive as In-app. And LINE messages, when the member's LINE is linked to their profile and your gym's LINE is connected.
Stickers, photos, voice notes and locations sent on LINE appear as a line saying what kind of message it was. The content itself is not shown, so open LINE to look.
Watch out
An email reply that is written into the thread is written BEFORE it is actually sent, and a failure to send does not come back to the screen. A message can therefore show as sent in the conversation without having left. If a member says they got nothing, check the address on their file.
Your reusable messages, inside the conversation
The small button on the left of the composer inserts one of your templates into the draft, already filled with that member's name, plan, expiry date and member space link.
Inserting fills the field, it does not send. Read it, edit it if you want, choose the channel, then send. That is the difference with sending a template from the member profile, which sends immediately on the channel you pick.
Archiving and deleting
The menu on a conversation row offers Archive and Delete. The list above it filters on All, Unread, Read and Archived, each with its own count, and Archived only appears once you have archived something. A new incoming message brings the conversation back to the active list on its own.
Delete removes the whole conversation permanently, for you and for the member. You can also delete a single message from the thread if your role is allowed to delete records.
Watch out
Deleting a message removes it from this conversation only. Anything already sent by email or LINE stays in the member's own inbox. Nothing is recalled.
04
How do my members get into their member space?
The private space where a member books, pays and checks their plan, the one link to send, and exactly how they sign in.
A space of their own, included in every plan
Every member has a personal space reached from one link. They sign in with a code sent by email, so there is no password to forget and nothing for you to reset.
The member portal and online booking are included from the free plan. Nothing here is behind an upgrade.
The one link to send
Path: Settings › General › Member space link & share image › Copy.
The address ends with your own gym name. Every gym has its own, and that is what makes your share picture appear when the link is posted on LINE, WhatsApp or Facebook.
Message templates do the same job: write {link} in a template and it becomes that same address when the message goes out.
- 1.Open Settings › General.
- 2.Find the card Member space link & share image.
- 3.Tap Copy on the link row.
- 4.Paste it wherever your members are: LINE, a website button, a poster QR code.
Watch out
The share PICTURE sits behind the White-label feature, which is on the Max plan and opt-in on top of that. Copying and sending the link is never blocked, on any plan.
How a member signs in
There is no password and no account to create. The member types the email you have on their file and receives a six-digit code by email. The code is valid for ten minutes, and once accepted they stay signed in on that phone for about forty five days.
If the same email exists in several gyms running on MoveMembers, a gym picker appears before the space opens.
- 1.The member opens the link.
- 2.They type the email address on their member file.
- 3.They read the six-digit code in their inbox.
- 4.They type it in and their space opens.
Watch out
The email must be exactly the one on the member file. If it is not, the screen still says a code is on its way: the software never reveals whether an address is registered. So a member who receives nothing usually has a wrong or missing email on their file. Check the file first.
When the code does not arrive
Ask them to look in their spam folder first. The email goes through a relay and often lands there the first time.
Resend works, but a new code only leaves after forty five seconds, and no more than five codes per hour for the same address. Beyond that, tapping again does nothing and shows no error.
Five wrong codes in a row cancel the code, and asking for a new one cancels the previous one. Someone typing the code from an older email will be refused.
Watch out
If nothing works, open their member file and check the email field yourself. Correcting it there is what fixes the sign-in, not resending.
What they can do there
Depending on what you allow: see their next sessions, book and cancel, read their payment history and download receipts, see their signed waiver, update their contact details and link their LINE account.
Good to know
Linking their LINE from that space is what allows your automations to reach them on LINE later.
Installing it like an app
On a phone, the space offers Add to your home screen. Once installed it opens full screen, under your gym name and your colour, with no browser bar. The same option sits in the avatar menu at the top right.
Watch out
On iPhone the install has to be done from Safari. The space shows a step-by-step guide when the phone cannot do it on its own.
