Studio Owner FAQ

This error appears when the class type assigned to the session is not included in the eligible class types configured in the package settings. As a result, the system prevents the booking because the package is considered invalid for that class.

How to resolve this:

Option 1: Update the eligible class types from the Admin Portal (applies to all users with this package)

1. Go to the Admin Portal → click on Configure
   
2. Select Package Options
   
3. Choose the relevant package
4. Scroll to the Eligible Classes section
5. Check the box for the class type you want this package to allow
6. Click Submit
   
7. When prompted, choose “New and Existing Packages”
   (This ensures that the changes apply to both newly purchased and existing packages already owned by your members)

 

Option 2: Adjust the eligible class types from the member profile (applies only to this specific member’s package)

1. Go to Members → find the member profile
2. Click on the Packages tab
3. Click the 3 dots (More) beside the package → select Edit Package Details
   
4. Click on Eligible Classes
   
5. Tick the checkbox for the class type you want to enable
6. Click Save
   
   

Notes:
Changes made here only apply to this specific member's package and do not affect other members who own or purchase the same package.

Once the package has been updated, you can retry adding the member to the class using the same package. The system should now allow the booking without any issues.

 

Steps:

1. Go to the member’s account
2. Click the Transactions tab
3. Choose the relevant transaction
4. Click Actions → Refund
   
   
   
   

Notes:
Once the refund is initiated, the amount will be returned directly to the user’s bank account or credit card, depending on their original payment method. Refunds typically take 5–10 business days to reflect.

Steps:

1. Go to the member’s account
2. Click the Packages tab
3. Find the recurring package
4. Click the edit icon under the price column
5. Enter the new price and click the tick icon to save
   
   
   
   

Notes:
This update affects only this specific member’s future recurring charges.

Steps:

1. Go to the member’s account
2. Click the Packages tab
3. Select the recurring package
4. Click the three-dot menu (⋮) → Cancel Recurring Package
   
5. Confirm the cancellation
   
   
   
   

Notes:
The subscription will end immediately and will no longer auto-renew. This action cannot be undone.

Steps:

1. Go to the member’s account
2. Click the Packages tab
3. Select the package
4. Click View Shared Members → Share Package
   
5. Enter the member's name and the number of credits to share
6. Click Share Credits
   
   
   

 

Steps:

1. Go to the member’s account
2. Click the Packages tab
3. Choose the package
4. Click Freeze Package
   
5. Set the start and end dates for the freeze period
6. Click Save
   
   
   
   

Notes:
The package expiry will be extended based on the freeze period.
E.g., an 8-day freeze extends the expiry by 8 days.

Steps:

1. Go to the member’s account
2. Click Custom Charge
   
3. Enter the amount and description
4. Choose the payment method
5. Click Submit
   
   
   

 

Steps (Assign as Pay Later):

1. Go to the member’s account
2. Click Add Package
   
3. Choose the package
4. Click Pay Later (Unpaid) → Submit
   
   
   

To Mark as Paid :

1. Click the three-dot menu (⋮) on the package
2. Select Mark Package Paid
   
   
   

Steps:

1. Go to the member’s account
2. Click the Transactions tab
3. Find the failed transaction
4. Click Action → Pay → Submit
   
   
   

Notes:
The system will retry using the same payment method used in the original transaction.

Steps:

1. Go to the member’s account
2. Click the Packages tab
3. Find the package
4. Click the three-dot menu (⋮) → Download Receipt
   
   
   

 

Steps:

1. Go to the member’s account
2. Click the Packages tab
3. Click the three-dot menu (⋮) on the recurring package
4. Select Change Payment Method
   
   
   

 

Steps:

1. Go to the Schedule tab.
2. Click Add Event.
3. Choose Private Class.
   
   
   
   
4. Select the Class Name.
5. Upload a photo and/or video, and fill in the description.
6. Choose the instructor and location.
   
   
   
   
7. Assign the member(s).
   
   
   
   
8. Set the class date and time.
   
   
   
   
9. Click Create Class.
   
   
   

 

Note:
For private classes, members must be assigned during initial scheduling.

 

Steps:

1. Go to the Schedule tab.
2. Select the class.
3. Click Edit Class.
4. Update any required settings.
5. Click Edit Class to save.
   
   
   

 

Steps:

1. Go to the Schedule tab.
2. Select the class.
3. Click Add Members to Waitlist.
4. Enter the member’s name.
5. Click Add Members to Waitlist.
   
   
   

 

Steps:

1. Go to the Schedule tab.
2. Select the class.
3. Click Block Spots.
4. Select the slot number(s) from the floor plan.
5. Enter the reason.
6. Click Block Spots.
   
   
   

 

Steps:

1. Go to the Schedule tab.
2. Select the class.
3. Click Delete Class.
4. Choose one of the following options: 
   • Delete this class – only this session will be removed.
     
     
   • This and following repeating classes – removes this session and all future repeats.
     
     
5. Enter the reason.
6. Click Delete to confirm.
   
   
   

Note: This action cannot be reversed.

Steps:

1. Go to the Merchandise tab.
2. Click Add New Product.
3. Fill in the Unique Code, Product Name, upload a photo, and enter a description.
4. Select the appropriate category for the product.
5. Input the price and inventory quantity.
6. Click Submit to save the product.
   
   

 

Steps:

1. Go to the Merchandise tab.
2. Click on the Orders tab.
3. Click Add New Order.
4. Enter the member’s name.
5. Add the desired product(s) to the order.
6. Click Submit to complete the order.