Connecting LINE

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.

LINE is offered first to studios in Thailand, Japan, Taiwan and Indonesia. Elsewhere it sits in the collapsed Other countries group in Settings › Integrations, and it connects the same way.

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. 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. 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. 3.Copy URL 1 (the Webhook URL) from this screen into the Messaging API channel, under Webhook settings, turn Use webhook on, then press Verify there.
4. 4.Copy URL 2 into the LINE Login channel, as its Callback URL.
5. 5.Still in the LINE Login channel, Basic settings, set Linked LINE Official Account to the Official Account you created. Skipping this is the mistake described below.
6. 6.In LINE Official Account Manager, turn Chat mode off, and switch Greeting messages and Auto-reply messages off.
7. 7.Press Save here, then Test connection.

The box that decides whether anything is ever delivered

In your LINE Login 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.

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.

How a member gets linked, and how you help

The member does it, from their own space: a Connect LINE banner with a Connect now button sits at the top until they link. Once linked, My profile shows LINE connected, with a button to disconnect. 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.

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.

Not the same thing as Automations

Path: Settings › Automatic messages.

A fixed list of seventeen, in four groups. Bookings: booking confirmation, booking cancellation, booking moved, class reminder, gym closed, spot assigned. Waitlist: waitlist confirmed, spot available. Memberships and payments: membership activated, membership expiring soon, membership paused, membership ended, payment receipt, payment reminder, buddy pass. Records and badges: new personal record, badge earned.

You cannot create one, delete one, or rewrite its text. You switch each channel on or off, row by row. Tap a row to open its preview: the exact email, and the short version used on LINE.

What is on by default

Fifteen of the seventeen rows start with Email and LINE ticked, receipt, class reminder and membership expiring soon included. Buddy pass and Spot assigned also start with App ticked. Two start fully off: New personal record and Badge earned, so that your members only start receiving them once you have chosen to.

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 LINE column is hidden, and in countries where LINE is used a line at the top of the card offers to connect it.

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.

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.

Booking moved is sent when you move a member's booking to another class, with the old and the new time. Buddy pass is sent after a sale of a plan that comes with a buddy pass, with the code to give to a friend. New personal record is sent when a member logs a result that beats their previous best. Badge earned is sent once, when a member unlocks a badge.

Class reminder does NOT have a fixed time. Two settings decide it, in Settings › Channels, under When reminders go out: how far ahead it goes out, among same day, 1, 2, 3 or 7 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 shows when your installation sends on an hourly schedule.

Payment receipt is sent when a payment is recorded as paid. Payment reminder is sent when you tap Remind, on a member or in the Reminders block of the Payments page. Membership activated, paused and ended follow the membership itself. Membership expiring soon goes out about a week before the end date.

When Remind refuses

Remind 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.

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 the conversations that have at least one unread incoming message and are not archived. Opening a conversation marks it read. The pencil button next to the search, named New message, lets you start a conversation with any member, even one who never wrote to you. The Options menu has Mark all as read.

On a very wide screen, a third column shows which channels reach the member, their next session and last visit, and whether they are up to date on payments if your role may see payments.

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. If the message stays unread for a few minutes and the member has an email address, they also get a short email telling them there is a new message.

The paperclip attaches an image, a PDF, a CSV, an Excel or a Word file of about 2 MB at most. It works on In-app only: on the other channels it stays inactive and says why.

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.

Your reusable messages, inside the conversation

The Messages button on the left of the composer lists your messages. Choosing one puts it in the field, already filled with that member's name, plan, expiry date and member space link, and replaces what you had typed.

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.

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 › Member portal › Your booking link › 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.

The section has two links. Your booking & sign-in link is for newcomers and only shows when public booking is on. Your member space link is for someone who is already a member, and it is the link your message templates send.

Member view in the account menu opens your member space in a new tab, named after your studio, with sample classes and a sample member. It is marked EXAMPLE: nothing in it is a real person or your real timetable.

1. 1.Open Settings › Member portal.
2. 2.Find the section Your booking link.
3. 3.Tap Copy on the link you want to send.
4. 4.Paste it wherever your members are: LINE, a website button, a poster QR code.

Give the link to every member at once

Path: Settings › Member portal › Bring your members to the Member portal. On the Dashboard, the step Share the Member portal shows a shorter version of it, until you have used one of the gestures: the QR code, the link with Copy, Show QR poster and Copy the text. Sending by LINE and by email stays on this Settings card.

Print or save as PDF opens an A4 poster with your logo and the QR code of the member space, to put at the front desk. Members scan it while they wait.

Send on LINE goes to members who linked LINE, and Send by email goes to the others who have a valid email address. Nobody gets both, and each button shows how many people will receive it. A question confirms that number before anything is sent, and the same channel cannot be used twice within 24 hours. Each member gets the message in their own language, written in English, Thai or French, and in English for any other language.

Copy the text copies the same message, in your gym's language, to paste anywhere else.

Under the card, a bar shows what share of the bookings of the last 7 days your members made themselves. The goal is half of them. It appears only when there are bookings to count.

At the front desk, a member who has never opened their space shows Never opened the Member portal · Send the link under their name in the check-in list. It offers LINE, a QR code to scan on the spot, or email.

If a link has leaked: reset every member's link

Path: Settings › Security › Member space links.

Each member has a private link to their member space. It never changes by itself, so a link copied or exported in the past still works today, even if the person who held it has left.

Reset the links is the only way to cut links that have already left your gym. Every link already sent by email and LINE stops working, and members signed in with an old link are signed out. They get back in with a new link, or by signing in with their email and a six-digit code.

To confirm, type RESET in the field and press Reset the links, then confirm in the window. The page then says how many member space links were reset.

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.

On your own link, the code opens your gym only. If the same email belongs to several gyms and the member did not start from your link, a gym picker appears before the space opens. If the email is registered elsewhere but not at your gym, the screen says so and lists the gyms where it is registered.

If LINE is set up for your gym, your own link also offers Continue with LINE to members who have already linked their account.

1. 1.The member opens the link.
2. 2.They type the email address on their member file.
3. 3.They read the six-digit code in their inbox.
4. 4.They type it in and their space opens.

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.

What they can do there

Depending on what you allow: see their next sessions, book, move and cancel, read their payment history and download receipts, see their signed waiver, update their contact details and link their LINE account. On a phone, a bar at the bottom holds Book, Program (only when you publish a program), Messages and Me. The membership card on Me shows Details, plus Freeze when you let members freeze their own plan, and the entrance code when your gym uses entrance codes.

On a plan counted in credits, the plan card also says what the balance is worth when your classes cost different amounts, for example 12 Moons left = about 6 Reformer or 12 Yoga.

When the page does not load

A link that is wrong or out of date shows Link not valid, and only that. A network or server problem shows This did not load, with a Try again button that tries again without reloading the page and a short reference you can copy. A banner at the top says when the phone is offline.

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, named Install the app, sits in the menu behind the avatar at the top right.

Your own web address

Path: Settings › Member portal.

By default, the member space and the booking page live on the MoveMembers address. A studio that has its own website can have them on an address of its own, for example a subdomain of its site. Once that address is active, the member space, the booking page and every link you send to members use it.

This is not a setting you change yourself: it needs a record on your domain name, and a check on our side. Write to us and we set it up with you. Until the check succeeds, nothing changes for your members and their links keep working as before.

Still stuck? A real person usually answers within 12 hours.