01
How do I create a class and its weekly slots?
One form for the whole timetable: several days at once, one-off sessions, capacity, and why the same class can appear twice.
One class, one line per time slot
Behind the scenes, each time slot is its own record. A class taught Monday and Friday is two records, not one record with two days.
The list hides that. It puts slots together under a single line when they share a name, a discipline, a level and a location. The day name is stripped from the title first, so No-Gi Monday and No-Gi Friday land on the same line.
The coach and the time are deliberately left out of that comparison. You can hand Friday to someone else, or shift Saturday by an hour, and it stays the same class. A one-off class keeps its own line, because its date is the important part.
Watch out
Different names never group, even at the same hour on the same day. If a class appears twice in the list, the spelling of the name is the first thing to check.
Fill in the form
Path: Classes › New class (top right). The same form opens from Schedule › New class.
The chips under the name field fill in a common class name for your type of gym in one tap. The Discipline field only appears for gyms that run combat sports.
If your coach is not in the list, type the name straight into the form and add them without leaving the page. A class can also be saved with no coach at all.
- 1.Type the class name.
- 2.Pick a discipline and a coach if you use them.
- 3.Choose Every week or One-off.
- 4.Tick the days, then add the times.
- 5.Set the duration and the capacity.
- 6.Save.
Every week, or one day only
Repeats is set to Every week by default, because a gym timetable is weekly by nature.
One-off is for a seminar, a trial class, a workshop. You give it a date instead of weekdays, and it happens that day only.
Watch out
A one-off never comes back the following week, even though the same weekday comes round again.
Several days and several times at once
Every combination of a day and a time becomes its own class. Three days with two times is six classes. The form counts them for you just above the duration field.
When you edit, the same rule applies. The first combination updates the class you opened and keeps its bookings. Any extra combination creates a new class next to it.
Watch out
Untick a day while editing a whole class and that slot is deleted, along with the bookings already taken on it. The software asks first and names how many slots are leaving.
Capacity, duration and turnaround
Turnaround after is the dead time reserved once the class ends, before the next one can start in the same space. Leave it on Use default to follow the gym setting, or set a value for this class only.
Capacity and duration are pre-filled. The first class you create on a device takes the defaults from Settings › Classes, twenty seats and sixty minutes out of the box. From the second one on, the form reuses the capacity, the duration, the coach, the level, the day and the time of the LAST class you saved on that device.
Watch out
That is why changing the default in Settings stops showing up in the form, and why two tablets can offer different values. Read what is in the fields before saving, do not assume.
When two classes overlap
Saving a class that runs into another one on the same day opens a warning that names the class it clashes with. The turnaround is counted in the clash.
Two classes at different locations do not clash, as long as both have a location set. If either one has no location, the warning appears anyway, because nothing says whether they share the room.
Watch out
The warning does not stop you. Save anyway writes both classes at the same time in the same space.
Duplicates, editing and deleting
If the same day and hour was saved twice, a badge counts the duplicates and a Remove duplicates link appears on the line.
On a class with several days, the panel offers two doors: Edit the class, which carries the change to every day, and a click on one day, which only touches that day.
Delete on a class removes it from the timetable. Its bookings go with it, past ones included. Both land in the Trash, where you can still restore them. Deleting from the Schedule with a right click does exactly the same thing, even though the menu there says less about it.
Watch out
Remove duplicates deletes, it does not merge. It keeps the copy carrying the most bookings and throws the others away with theirs.
02
Why does my class show seats instead of how many people booked?
A class is a weekly slot, a session is a date. Which panel shows what, and how to work a roster.
A class has seats, a session has a fill rate
A recurring class line shows a capacity, for example twenty seats per session. It does not show a fill rate, because a fill rate belongs to a date and changes from one week to the next. A one-off class does show a ratio, because a one-off is a date.
Open a class from the Classes page and you get the class panel: its sessions, its details, its program, its stats. Open a card from the Schedule and you get a session: who is booked, who showed up, and the option to cancel that date.
Watch out
There is no roster and no Cancel this session button on the class panel. It has no date, so there is nothing to cancel. Go through its Sessions tab, or through the Schedule.
Open a session and work the roster
Path: Schedule › pick Day, Week or Month › tap a class card › Enrolled tab.
Booked seats, present count and waitlist sit at the top. Below, search a member and press Book in to add them. The Attendance button on each row marks the member present.
If the member holds more than one valid membership, a second field asks which one to charge. Left on Auto, the software picks.
- 1.Open the Schedule and go to the right day.
- 2.Tap the class card.
- 3.Search the member in the Enrolled tab.
- 4.Press Book in.
- 5.Press Attendance on their row when they arrive.
Watch out
Booking a member here spends one credit from their membership. The cross at the end of a row cancels the booking and gives the credit back. Cancelling then booking the same person again on the same session spends a second credit.
When the session is full
Once the booked count reaches the capacity, the search field is replaced by Session is full, and Book in on the waitlist rows is greyed out. To fit one more person, raise the capacity for that date first, from the Sessions tab.
The check-in screens do not enforce capacity: from Reception mode or from the entrance tablet you can always add one more person. It is this panel, and the member booking online, that refuse.
Watch out
The Allow overbooking setting only concerns members booking themselves online. It does not unlock this panel.
Change the coach or the capacity for one date
Path: Classes › a class › Sessions tab › tap a row.
The tab lists the next occurrences of the class, and the From and To fields let you reach a date further out. Set another coach, or another capacity, then Save. Reset to class default removes the exception.
Watch out
The change applies to that date only, never to the recurring class. Putting a value back to the class value simply deletes the exception.
Move a class on the grid
Path: Schedule › Week › switch from Cards to Grid (computer only).
Blocks can then be dragged. The drop point snaps to the quarter hour and to the edges of the classes around it. Nothing is written yet: the class shows at its new place and a bar at the bottom offers Save or Discard.
Watch out
A drag moves the recurring slot for every week, not just this one. To change a single date, use the session editor instead.
What the schedule displays
The grid runs from 6:00 to 22:00 out of the box. Change the range in Settings › Classes › Schedule hours if your first or last class falls outside it.
A location filter appears next to the date controls once you have more than one site. The Location field appears in the class form as soon as you create the FIRST one, which is why the field can be there before the filter is.
Month view shows coloured dots on the phone and named chips on a computer. Tapping a day opens the Day view on that date.
03
How do I cancel a class, or close the gym for a day?
Two different tools, one session off or the whole day off, and the message that goes out in each case.
Cancel one session
Path: Schedule › the right date › tap the class card › Cancel this session.
The slot stays on the timetable, struck through and marked Cancelled. It can no longer be booked, online or at the desk. Bookings already taken stay in the members' history.
- 1.Open the Schedule on the right date.
- 2.Tap the class card.
- 3.Press Cancel this session.
- 4.Confirm.
Watch out
Everyone booked is told for you, by email and on LINE, because Cancellation notification in Settings › Classes ships switched on. Members you archived are skipped. Turn that switch off and nobody is told at all, so check where it stands before you rely on it.
Put a cancelled session back
Open the same session again. The bottom bar now offers Reopen. The same button also sits inside the session editor, reached from the Sessions tab.
Bookings that were on the session are still there, so it comes back with its members.
Close the gym for one day or for a whole period
Path: Schedule › Holidays.
The panel takes a start date and an end date, then unfolds the range into days for you. A week of closure is one line, not seven.
- 1.Open the Schedule.
- 2.Press Holidays.
- 3.Pick the start date and, for a period, the end date.
- 4.Write the reason, for example a public holiday.
- 5.Press Add.
- 6.Press Save.
Good to know
Save also picks up a date you typed but did not Add, so a forgotten Add does not lose the line.
You will not lose your closures by mistake
The panel watches for unsaved changes, the line you are typing included. Closing it with the cross, with Escape or by tapping outside asks you to confirm before anything is lost.
Watch out
The Cancel button in the footer is the one that closes without asking. It is doing what it says, but it is not the same thing as the cross.
What a closing day does
Every class on that date shows as Closed on the schedule and cannot be booked online. The classes themselves are untouched and the timetable is back to normal the following week.
Watch out
Bookings already taken on that day are not deleted and no credit is given back. The day is only marked closed.
Members are told, once
Saving a new closing date messages every active member on the channels switched on for Gym closed in Settings › Messaging. Email and LINE are on out of the box. Contiguous days are grouped, so a week of closure sends one message and not seven.
Removing a closing date sends nothing. Announcing a cancelled cancellation would confuse more than it helps.
Watch out
The message goes to all your active members, not only to the ones booked that day. Archived and cancelled members are skipped.
04
How do I set up the plans I sell?
Your catalogue of offers: the four kinds of plan, and the two fields that silently break reminders.
Four kinds of plan
Path: Settings › Memberships.
Every plan you sell is one of four kinds: Subscription, Class pack, Pass or drop-in, and Private. The kind is not decoration. It decides which fields you get and how the plan behaves once a member holds it.
Class pack and Pass or drop-in carry class credits, so a Credits field appears. Subscription and Private do not, and the field stays hidden. A subscription lets the member book as much as they want until the end date; a pack or a pass spends one credit per booking.
Price, days and credits: the three fields that decide everything
The fields that matter are Name, Type, Price and Days, plus Credits for packs and passes. The currency shown in brackets next to Price is not editable here: it comes from Settings › Finance and applies to your whole business.
Credits left at 0 means unlimited classes. On a pack that is rarely what you want.
- 1.Tap the plan row to open its panel.
- 2.Set the name your staff will recognise at the desk.
- 3.Choose the type, because it decides whether Credits appears.
- 4.Type the price, the number of days, and for a pack or a pass the number of classes.
- 5.Pick an icon and a colour so the plan is recognisable in a list.
Watch out
A price of 0 is not a free plan: the plan is saved as price to set and the amount is asked again at every single sale. Days left empty is worse: the plan gets no end date at all, so it never expires, never renews, and the member never appears in an expiry list or in a reminder. That single empty field is the most common reason a gym thinks the reminders are broken.
Saving your changes
The plan panel has no save button of its own. Closing it with Done only closes the panel. Your changes are saved by the bar that appears at the bottom of the screen.
A plan left without a name is dropped when you save.
Watch out
Changing a price here changes nothing for members who already hold that plan. The price is copied onto the member record on the day you sell it, and it stays there.
Removing a plan you no longer sell
Remove sits at the bottom left of the plan panel. It takes the plan out of the list you sell from, once you save.
Members who already bought it keep it. Their record stores the plan name and the price they paid, so their history and their balance are untouched.
05
How do I give a member a plan and follow what they owe?
Adding a membership is what creates the amount they owe you. Renewing, freezing and cancelling do not do what their names suggest.
Adding the plan is what creates the debt
Path: Members › a member › Memberships card › Add.
The plan is created with the full price recorded and nothing paid yet. From that second, the member shows Owes on their profile and in the list, until you record a payment against that plan.
If you enter a discount, the amount subtracted is taken off before saving, so the balance to chase is the discounted amount, not the list price. If membership messages are switched on in Settings › Messaging, the member is told their plan is active.
- 1.Open the member profile and find the Memberships card.
- 2.Press Add.
- 3.Choose the product. The price, the classes and the end date fill in from your catalogue.
- 4.Adjust the price, or enter a discount and its reason.
- 5.Press Add membership.
Watch out
Selling the plan does not collect the money. It only records what is due. Recording the payment is a separate action.
Valid until, classes, and the status you actually see
Valid until is filled from the number of days set on the plan. The No expiry button next to it clears the date.
The status badge on a membership is worked out live, not stored. A plan whose end date has passed reads Expired even though nothing ran overnight, and a pack whose classes are all used reads Used.
Classes are spent when a booking is made and given back when it is cancelled.
Watch out
With no end date the plan never expires. It will not appear in the expiring list and it will never trigger a renewal reminder.
Renew, freeze, adjust classes
Renew asks for a new end date and reactivates the plan.
Freeze asks until when and why. Left empty, the plan stays frozen until you unfreeze it by hand. When you unfreeze, the end date is pushed forward by the days actually frozen, so the member does not lose paid time.
Adjust classes sets the number of classes remaining. Classes already used stay counted. Setting 0 marks the pack finished.
Watch out
Renewing bills nothing and resets no balance. The plan keeps the same price and the same amount already paid, so a renewed member shows as fully paid for the new period. If you want a new amount to chase, add a new membership instead of renewing.
Cancel is not delete
Cancel marks the membership cancelled. It stays visible in the member history and it drops out of the outstanding balance, so a cancelled plan no longer counts as money owed. By default the stop is scheduled for the end of the period already paid; you can also stop it immediately.
Delete removes the record for good. Nothing is kept and nothing goes to a bin.
Both actions notify the member that their plan ended, if that message is switched on in Settings › Messaging.
Watch out
Use Cancel for a member who stopped. Use Delete only for a line created by mistake, because the payment history attached to it stops making sense afterwards.
A membership on auto-pay is also stopped at Stripe
When the member had set up auto-pay, cancelling or deleting the membership also cancels their Stripe subscription: at the end of the paid period for a scheduled stop, immediately for an immediate one. The confirmation says which.
If Stripe refuses the call, the membership is NOT marked cancelled either. The two stay in step rather than leaving you with a closed plan and a card still being charged.
Changed your mind before the date? Uncancel puts both back, in the software and at Stripe.
Good to know
A membership closed by your gym is protected: a late invoice arriving from Stripe afterwards does not reopen it. The event is written to the activity log as an orphan payment so you can see it happened.
06
How do I record a payment, and why does an unpaid member not show up?
How money gets into the software, what each status does to your figures, and why nothing turns overdue on its own.
Opening the form
Path: Payments › Record payment (top right). On a phone it is the plus button.
You can also start from the member profile, in the Payments tab, which saves you searching for the member.
The payment method comes preselected: the default method you chose in Settings › Finance, or the first method you accept if you set none.
Watch out
The amount opens at 1500 every time. It is a fixed starting value, not a suggestion based on this member. Always overwrite it before saving.
Attaching the payment to a plan
If the member holds plans, a Membership dropdown appears, listing each one with the amount still left on it. Picking a plan fills the amount with what is left, and a Pay full balance shortcut appears when part of the balance is still open.
Watch out
The plan balance drops as soon as the line is saved, whatever status you picked. Attach a line to a plan and mark it Overdue, and the software still treats the plan as settled by that amount. To record a debt without touching the balance, leave Membership on none. Editing the amount of a payment afterwards does not correct the balance either: only the first save moves it.
Status: only Paid is money
Paid is the only status that counts as revenue, sends the receipt to the member and alerts your staff.
Overdue is what feeds the Unpaid figure and the reminders list on the Payments page.
Pending counts nowhere. It is not revenue, it is not in the Unpaid figure, and the history filters only show it under All. Treat it as a note to yourself.
Nothing turns Unpaid on its own
The Unpaid figure counts payment lines that someone saved with the Overdue status. Nothing else. A member who simply has not paid stays invisible in that figure until you enter the expected payment as Overdue.
Watch out
Overdue after (days), in Settings › Finance, is saved and read by nothing. Setting it to 7 does not make anything turn red after seven days. If you want to be told rather than have to look, switch on the payment alerts in Settings › Notifications.
Using a gift card
Type the code in the Gift card field. The amount covered is shown straight away, along with what is left on the card. The card must be active, still have a balance and not be expired.
The gift card covers part of the amount, so the cash you actually collect is lower. The plan balance is still closed for the full amount, because the gift card revenue was already counted when the card was sold.
Good to know
If the field is missing entirely, gift cards are restricted to Shop only in Settings › Shop.
Receipts
When a payment is saved as Paid and the member has an email address, a receipt goes out by email with a PDF attached. This is governed by Payment receipt in Settings › Messaging.
The tax rate, the tax ID, the receipt number prefix and the footer note come from Settings › Finance and appear in the BODY of that email.
The tax is never added to the amount. It is extracted from the amount you already collected, so a 3000 payment at 7 percent stays a 3000 payment and shows the tax contained inside it.
Watch out
The attached PDF and the PDF a member downloads from their space carry no tax line, no prefix and no footer note. For a member who needs a proper tax receipt, the email body is the only document that has them. The two documents also number the same payment differently, so do not expect the numbers to match.
Chasing
The Reminders block on the Payments page lists every overdue line with the member name and how late it is. Remind opens your message channels for that member; tapping the row itself opens their profile straight on the Payments tab.
On the profile, Request payment sends the member the total they owe. You can send it as often as needed, and the date of the last one is shown underneath so you do not spam. The wording changes on its own: with Stripe connected the member is invited to pay online, without it the message asks them to settle in person.
Watch out
Request payment fails with an error if Payment reminder is switched off in Settings › Messaging, or if the member has neither an email address nor a linked LINE account.
07
How do I refund someone, and how do I read the Unpaid figures?
Giving money back, the difference between Unpaid and outstanding balance, and deleting a payment line.
Recording a refund
Path: Payments › the row menu (three dots) on a paid line › Refund. Or open the payment form and switch the toggle at the top from Payment to Refund.
A refund is saved as completed straight away. In the history it shows in red with a minus sign and a Refund tag.
If you attach the refund to a plan, the amount recorded as settled on that plan goes back down, so the member owes again. Class credits are not given back, because a sum of money does not always map to a number of classes. Adjust the classes by hand if you need to.
Watch out
A refund lowers the Revenue this month tile, but the revenue chart and the By method breakdown on the same page ADD it as income instead of subtracting it. When you reconcile, use the CSV export, which writes refunds as negative amounts.
Unpaid and outstanding balance are two different numbers
Unpaid counts payment lines marked Overdue. Outstanding balance is what is left on a member's plans, that is the plan price minus what has been recorded against it.
A member who has an overdue line is deliberately taken out of the balance count, so the same person is never counted twice. Add the two numbers and you get the real number of people who owe you something.
Watch out
Members up to date only looks at overdue lines, and it divides by every member on file, archived ones included. Archiving old members raises that percentage without anybody paying anything. A member with a plan half paid and no overdue line also counts as up to date.
Exporting for your accountant
Path: Payments › Export.
The window asks for a date range and lets you pick the columns. Refunds are written as negative amounts, which is what makes the file add up.
Deleting a payment line
Path: Payments › the row menu (three dots) on the line › Delete.
There is no confirmation step and no trash to recover it from. The line is gone.
Deleting does not undo what the line did to the plan. If that payment closed a member's balance, the balance stays closed after the deletion, and you have to fix it by hand.
Watch out
Only staff with the Delete records permission see this. Recording a payment is a different permission, so front desk staff can take money without being able to erase it.
08
Where do website enquiries land, and how do I turn one into a member?
Connect your website form, triage what arrives, and know exactly what Convert does.
Getting enquiries into the inbox
Path: Settings › Leads.
You get an address of your own with a token, plus a ready-made HTML form to paste on your website. Only the name and a valid email are required; phone, interest and level are optional.
To post straight from a browser, add your website domain under Allowed website domains. Server side tools such as Zapier or Make work with the token alone.
- 1.Open Settings › Leads.
- 2.Copy the form snippet, or the endpoint if your website builder asks for a URL.
- 3.Paste it on your site and style it. The field names are what matter.
- 4.Add your domain under Allowed website domains and save.
Watch out
If the Leads module is off for your account, the form still answers normally and nothing is saved. Check the module before looking for a bug on your website.
Two submissions from the same person
A second submission from the same email within 48 hours is merged into the first one, filling the blanks and raising no second notification.
That only happens while the first lead is still at status New. As soon as you have answered, which moves it to Contacted, a new submission creates a SECOND lead, with its own notification and its own automation.
Two labels that look alike
Status is triage: New, Contacted, Converted, Archived. It drives the counters and the chips at the top of the page.
Stage is your sales pipeline: New, Contacted, Visited, Trial, Won, Lost. It is the pill on each row, and the dropdown next to the chips filters by it.
Moving a lead out of the New stage also lifts its status to Contacted, and so does sending them an email. A converted or archived lead is never pushed back.
Watch out
The two are independent everywhere else. A lead can sit at stage Trial with status Contacted. Only conversion sets both at once, to Converted and Won.
Writing to a lead
The Message button offers your templates first, then the channel. Email is always available. WhatsApp appears only if the lead has a phone number and WhatsApp is connected, and it opens WhatsApp with the text ready to send.
Tick several leads and Message sends one email to all of them. Only the ones with an email address count, and the panel tells you how many out of how many.
Watch out
A lead has no member space, so {link} and the member tags resolve to nothing in these messages. Group messages to leads are email only.
Converting creates the member immediately
Convert creates the member on the spot, on a trial plan, and opens their edit form so you can add what a web form never asks: date of birth, membership, emergency contact.
Closing that form without saving undoes nothing. The person is already a member, which is the right behaviour with someone standing at your desk. The lead moves to status Converted and stage Won.
Converting fires everything a normal sign-up fires: your new member automation, the staff notification, the Zapier event.
Watch out
Being over your plan's active member cap does not refuse the conversion straight away. It is refused once the tolerance window that follows the cap has run out, and the lead simply stays a lead. Nothing is half created.
Archive, delete, and the History view
Archive takes a lead out of the working list and keeps it under the Archived chip. The menu on the row can move it back later.
Delete puts the lead in the Trash, in Settings › Activity, restorable until the retention period runs out, thirty days by default.
The History chip, at the end of the filter row, lists what has been done: messages sent, status and stage changes, conversions.
Watch out
The confirmation for a bulk delete says it cannot be undone. It can, from the Trash, as long as you are still inside the retention window. Only emptying the Trash is final.
09
Automations and messages: which one does what?
An automation is the rule. A message is the text it sends. Two objects, and that is all there is.
A message is a text, nothing more
Path: Automations, Messages tab.
A message never sends itself. It is a text you write once and reuse: either you send it in a tap from a member's profile, or an automation sends it for you when something happens.
Good to know
The Messages tab sorts them by what actually happens to them: sent automatically, wired to a paused automation, or wired to nothing at all. The third group is the one worth looking at.
An automation is the rule that sends it
Path: Automations.
An automation says: when this happens, do that. The trigger is a moment in a member's life, and the action is often sending a message. Choosing that action makes a message mandatory.
Watch out
Pick Send a message without choosing which one, and Activate stays greyed out. You can write the message from inside the editor, without leaving it.
A sequence spreads it over several days
Path: Automations, at the bottom of the page.
It is not a third object: it is an automation in several steps. Where a plain one reacts once, a sequence sends several messages spread over days: a welcome series, a win-back, a lead follow-up. Its texts are written inside the steps, not taken from your messages.
Sequences are part of the Max plan.
Built-in messages are a fixed list you do not write
Path: Settings › Messaging › Built-in messages.
A closed list of twelve transactional messages: booking confirmation, booking cancellation, waitlist confirmed, spot available, class reminder, payment receipt, membership activated, paused and ended, membership expiring soon, gym closed, payment reminder. You switch each channel on or off, you never create or delete one.
Watch out
Birthday wishes, win-backs and inactivity follow-ups are not in that list. Those are automations. Looking for them in the wrong screen is the most frequent confusion between the two.
Channels have their own conditions
Email always works. LINE, WhatsApp and SMS go through your own account, connected in Settings › Integrations, and a channel that is not connected cannot be selected.
Replies your team types in the LINE app do not sync back into the Inbox: LINE only forwards what the member sends, never what you send from the LINE app. Reply from MoveMembers so the whole conversation stays in one place.
Watch out
Connecting LINE for your business is not enough. Each member must have linked their own LINE from their member space, otherwise the send is silently skipped for that member.
10
How do I set up an automation?
A trigger, optional conditions, and one or more actions. Which triggers fire instantly, which wait for the nightly pass, and how to check a run.
Three parts, always in the same order
Path: Automations › New automation, or tap a ready-made card.
Every automation is a trigger, then optional conditions, then one or more actions. The summary at the top of the editor writes it out as a sentence and updates as you build.
Under your own automations sits a library of ready-made cards, Start from a template, which prefills the editor for a common case. It fills the trigger and the number of days it works on, never the message: you still pick the template.
- 1.Open Automations and press New automation.
- 2.Pick the trigger. If it takes a number of days, set it.
- 3.Add a condition only if you want to target part of your members.
- 4.Pick the action. For Send message, choose a template and tick the channels.
- 5.Give it a name if you want, then create it.
Watch out
With Send a message selected, Activate stays greyed out until you pick which message. You can write a new one without leaving the editor.
The eleven triggers
A member joins. Membership expires soon. Membership expired. Membership renewed. Payment received. Payment failed or overdue. First check-in. Session completed. No check-in for X days. Member birthday. New lead.
Session completed fires when an attendance is recorded. It can be narrowed to one class or service by name, and it is the only trigger that carries a send delay in minutes, so a thank-you message can land an hour after the session rather than while the member is still putting their shoes on.
Which triggers fire instantly, and which wait for the night
Seven fire the moment the event happens: a member is added, a membership is renewed, a payment is saved as paid or overdue, a first attended check-in is recorded, a session is completed, and a lead comes in from your form.
Four are date based and are checked once a day by a scheduled job: membership expires soon, membership expired, member birthday, no check-in for X days. They match an exact day. Expires soon fires when the end date is exactly X days away, expired fires the day after the end date, and no check-in fires exactly N days after the last attended visit.
Each date-based run is recorded so the same member is not messaged twice on the same day.
Watch out
Exact day means no catching up. A member who is 8 days from expiry is not caught by a 7-day rule, and if the daily job does not run on the right day, that day is simply missed.
Everything dated depends on scheduled jobs, and there are four
Four separate calls to the server, on four different rhythms, all protected by the same secret. The main one carries the date-based triggers, the class reminder, the expiry reminders and the no-show sweep. A second one runs about every quarter of an hour and carries the delayed sends and anything held back by your quiet hours. A third one carries the workflows. A fourth one carries the automatic backup.
Without those calls, or without the secret, nothing runs and nothing is marked. It fails silently: no error appears on any screen. A delayed send that never leaves is almost always the quarter-hourly one missing.
Watch out
A gym whose trial or subscription has ended is skipped by the main pass and by the quarter-hourly one, even for automations still switched on. The workflow pass does not make that check, so a marketing sequence can keep sending after the subscription stops.
Conditions filter, they do not create
A condition tests one field of the member: plan, membership, discipline, status or tag, with is or is not. Add several and all of them must be true.
Membership is special: it checks whether the member currently holds an active, non-expired membership of that type, not what is written on their profile.
No check-in for X days only looks at active members who have at least one attended visit. Someone who signed up and never came is never picked up by that rule.
Watch out
A condition left on Select compares against nothing. It then only matches members whose field is empty, which is almost never what you meant. Fill every condition or remove it.
Channels: connected, and reachable for that member
Inside the Send message action you tick channels. Email is always available. LINE, WhatsApp and SMS appear greyed with the word connect until your gym has connected that account in Settings › Integrations.
At send time each channel is checked again for that specific member. Email is skipped if the member has no address. LINE is skipped if the member never linked their LINE. WhatsApp needs a phone number and a Meta template on the template. SMS needs a phone number.
Watch out
WhatsApp and SMS also require the plan that includes them. An automation written while you were on a higher plan stops using those channels after a downgrade, silently.
The other actions
Create task writes a note on the member's timeline, prefixed with Task. It is a note for your team, not an entry in a separate task list.
Notify staff emails one coach if you pick one, otherwise the gym account address. It can also add a line to the reception note on the dashboard, and it writes a Staff note on the member's own file, which is where those notes you did not type come from.
Add tag and remove tag write on the member profile. Assign coach does NOT: it only writes a line in the member's timeline saying who they were assigned to, and no coach field changes anywhere. You can stack several actions on one automation; they run in order and the activity log keeps one line per action.
Watch out
For the New lead trigger there is no member profile yet, so create task, add tag, remove tag and assign coach are skipped. A lead has no linked LINE either, so LINE never works there. Email, SMS, WhatsApp and Notify staff do work on a lead, as long as the lead has a phone number for the last two.
Checking that it really ran
Each card shows its trigger, a summary of its actions, and when it last ran. The switch pauses and restarts it.
The Activity button lists each run: the automation, the member, and what was actually done, for example sent Renewal reminder to email, skipped LINE not connected. A green tick means at least one action succeeded.
Automations are part of the Pro plan. If your plan no longer covers them, nothing runs at all, even for automations still switched on.
Watch out
The activity log keeps the last 300 entries per gym. Older runs are dropped, so check it while the problem is fresh.
11
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.
12
How do I give my staff access, and what can each role do?
Coaches and team accounts are two different lists. Plus the permission grid, and what the invitation email really does.
Coaches and team accounts are two different lists
Path: Settings › Team & access.
The Coaches list at the top holds the people who teach: name, specialties, phone, email, pay rates, short bio, availability. The Team & access list further down holds the people who log in to the software.
They are separate on purpose. A coach card is a record about a person. It has no role and no login.
Watch out
Adding a coach does not give that person access to the software. If your coach needs to open the app, you also have to invite them in Team & access, with their email.
Invite someone to the software
Path: Settings › Team & access › Member (in the section header).
The email is the only required field. Add a name and pick a role. Saving sends them an email right away, and you never type a password for them and never see it.
An address that has never signed up gets a Set your password button, valid for seven days. An address that already has a MoveMembers account gets a Log in button instead, and their existing password keeps working.
An address that already has an account is added to your gym on top of what it already has. Access to another gym, whether as owner or as staff, is never taken away. Someone who coaches in two gyms uses one account for both.
- 1.Open Settings › Team & access.
- 2.Click Member in the Team & access section header.
- 3.Type their email address, their name and their role.
- 4.Click Save. The invitation email leaves right away.
Watch out
Do not create a second email address for somebody who already uses MoveMembers elsewhere. It works with the address they already have, and inviting them twice under two addresses gives you two team cards, two PIN codes and an activity log split in half. If they say the email never arrived, check the spelling and their spam folder, not their account history.
What each role can do out of the box
Owner has everything, always. Nothing can take a capability away from the owner. Admin has everything by default, and you can take capabilities away.
Coach can send messages, and nothing else from the managed list.
Front desk can manage members, manage memberships, record payments, SEE payments and revenue, and send messages.
On top of that, everybody keeps the everyday actions that are not on the list: booking a member into a class, marking attendance, checking someone in, searching, writing notes.
Watch out
Front desk sees the amounts by default. If you want them to take money without seeing your revenue, untick View payments & revenue for that role. Recording a payment and seeing the figures are two separate capabilities.
The permission grid
Eight capabilities, four columns. Tick a box to grant, untick to take away. The Owner column is a fixed tick, not a checkbox.
Manage members: add, edit, import and archive members. Manage memberships: add, renew, freeze or cancel plans. Record payments: take payments and issue refunds, without revealing amounts. View payments & revenue: see amounts, revenue and payment history. Manage schedule: create and edit classes, cancel sessions. Send messages: LINE, email and templates. Delete records: permanently delete members, payments and the rest. Gym settings: business config, currency, team and access.
Watch out
This grid does not save when you tick a box. The bar at the bottom of the screen appears and you have to click Save on it. Leaving the tab without saving loses your ticks.
Refusals are real, not just hidden buttons
The same grid runs on the server. A role without a capability is refused even if it reaches the action by another route.
Two worth knowing. Writing the workout of the day counts as managing the schedule, and a coach does not have that by default even though a coach usually writes it: grant Manage schedule to the coach role if you want them to write the programme. And restoring a team member from the trash needs Gym settings, not just Delete records.
Watch out
The Reports page is the exception: it is reserved to Owner and Admin, full stop. Granting Gym settings to another role does not make it appear, and a non-manager who reaches the page is sent back to the dashboard.
Removing a team member
The bin icon on a team card asks you to confirm, then removes their access to the gym. The entry lands in the trash, under Team member, and stays recoverable there for the retention period. Restoring it brings back their role too.
How many staff accounts your plan includes
The free plan includes three accounts: yours and two more, which is enough to put someone else on the front desk. Paid plans lift the limit entirely. Once you reach it, clicking Invite opens the upgrade window instead of the invitation form, and the same limit is checked on the server.
Good to know
The button in the empty state runs the same check as the one in the header. If you see the plan window instead of the form, it is the limit talking, not a bug.
13
How is each number in Reports calculated?
Revenue, attendance, new members and retention over a period you choose, plus why these figures differ from the dashboard.
Who can open Reports
Reports appears in the menu for Owner and Admin only. A coach or a front desk account does not see it, and a non-manager who reaches the page anyway is sent back to the dashboard.
Watch out
Granting the Gym settings capability to another role does not make Reports appear. That is the one capability people expect to unlock it, and it does not.
Pick a period, everything follows it
Four choices at the top: This month, Last 30 days, This year, All time. This month starts on the first of the current month, This year on the first of January. Every tile, bar and export below follows that choice.
What the four tiles count
Revenue adds up the payments dated inside the period. New members counts members who joined inside the period and are not archived. Attendance counts bookings marked attended inside the period.
Active members is not a period figure. It counts everybody whose status is active right now, archived members excluded, whatever period you picked.
Watch out
Two things make this revenue differ from the dashboard. Refunds are left out here rather than subtracted, so a refunded payment simply does not appear. And payments still marked pending or overdue are counted. The dashboard only counts payments marked paid and subtracts refunds. If the two screens disagree, this is why.
Revenue by membership and by discipline
The two bar charts split the same revenue by the member's plan and by the member's discipline. Eight lines at most, biggest first. A payment that is not attached to any member appears under Unassigned.
Watch out
The split uses the member's plan and discipline as they are TODAY, not what they were when the money came in. A member who moved from a drop-in pass to a monthly subscription has their old payments counted under the subscription. Read these charts as a rough split, not as accounting.
Retention and average revenue
Retention is one hundred minus the churn. Churn counts memberships that expired or were cancelled with an expiry date inside the period, over that number plus your active members. It is an approximation based on member statuses, not a per-contract calculation.
Average revenue per member divides the revenue of the period by your current number of active members. On a short period the number looks small, because the divider does not shrink with it.
Watch out
The Retention card only shows on a plan that includes reports. The revenue, attendance and member figures above stay visible.
Two exports that match the screen
The two buttons at the top right download exactly the period you are looking at. Payments gives date, member, amount, method and type. Attendance gives date, member and class.
The period is written into the file name, next to today's date, so two exports never look alike.
Watch out
The class column of the Attendance export contains the internal identifier of the class, not its name. The file is unreadable as it stands for an accountant, and there is no setting that changes it. Use the Attendance export on the Members page when you need the class name.
14
How do I export my data, schedule a backup, or recover something I deleted?
The Activity tab holds the log of what your team did, the CSV and full backup exports, and the trash where deleted records wait.
The activity log
Path: Settings › Activity.
Every change to members, payments and memberships lands here, newest first, ten per page. The search box looks in the action, the detail and the person's name, and a second list lets you filter by user once more than one person has activity.
Three CSV exports
Members, Payments and Memberships each download as a CSV file that opens in Excel or Google Sheets. The row count is written on each button.
Members carries name, email, phone, plan, status, joined and expires dates, belt, discipline, level, birthdate, tags, whether the member is archived, and the emergency contact. Payments carries date, member name, amount, type, method, period, receipt number and note. Memberships carries member, plan, status, price, amount paid, remaining balance, start and end dates, credits used and total, discount and its reason.
Watch out
This Members export includes archived members and marks them yes in an Archived column. The export on the Members page includes them too but has no such column, so use this one when you need to tell them apart.
The full backup
The wide button underneath downloads everything as one JSON file: members, memberships, payments, attendance, signed waivers, grades, competitions, notes and files. It is meant to be kept somewhere safe, not opened in a spreadsheet.
Only Owner and Admin see this button, and the server checks that too. Your account password is stripped out of the file before it is sent.
Watch out
If your gym asks for the PIN on sensitive actions, this download asks for the code first and the server refuses without it. Unlock again and retry.
An automatic backup by email
Path: Settings › Activity › Automatic backup, under Export data.
Turn the switch on, type the address that should receive it and pick weekly or monthly. The same complete JSON file arrives as an email attachment, on schedule.
- 1.Open Settings › Activity.
- 2.Scroll to Automatic backup, under Export data.
- 3.Turn the switch on.
- 4.Type the email address and pick Monthly or Weekly.
- 5.Click Save on the bar that appears at the bottom of the screen.
Watch out
Two things trip people up. The address must be a real email or the software refuses to save it. And this card does not save on its own: leave without clicking Save and nothing is scheduled. It is the same setting as the one in Settings › Notifications, so changing it in one place changes it in the other. Like everything else on a schedule, it only leaves if the daily job runs.
The trash: what lands there and what does not
Members, classes, leads, coaches, competitions, products, message templates, team members and class programs land in the trash first and stay recoverable.
Payments, memberships, notes and attachments are deleted for good straight away. There is nothing to recover.
Each line says what it was, who deleted it and when, what restoring would actually bring back, and how many days are left. The trash only appears for roles allowed to delete records.
Watch out
Restoring can come back empty. If the thing it belonged to was deleted too, restore that first. And restoring a member is refused once the tolerance window that follows your plan's member cap has run out, not simply because you are above the cap.
How long deleted records are kept
At the bottom of the trash, Keep deleted records for sets the window: thirty days by default, from seven days up to a year. After that they are erased and cannot be recovered.
Watch out
Shortening this is retroactive and immediate. Going from thirty days to seven condemns everything older than a week right away. The software counts what would go and warns you first, but only if something would actually be destroyed.
