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For Business Owners
Extensive knowledge base to help you with self-service support
The Dashboard
The Calendar
Events
Events - Classes
- An Overview of the differences between Classes and Appointments
- 🎥 How to set up a Class Type and schedule (w/ VIDEO)
- How to end a time slot
- How to create a class that repeats every 2, 3, 4 weeks
- Adjusting the Class Type visibility
- How to change a class name
- How to change the prices on your Class Types
- Add alternate pricing for specific class times
- Delete an alternate pricing
- How to edit a Class Type's details, pricing and schedule
- Changing the class size limit on a time slot
- Bulk timeslot editing
- Cancelling classes, class schedules, and Class Types
- How to cancel a class time slot
- How to archive a Class Type
- How to edit a class (on a specific date and time)
- How to cancel a class (on a specific date and time)
- Bulk cancel classes between two dates
- How to view your cancelled classes
- How to un-cancel a class (on a specific date-time)
- How to run one on one sessions with a pre-set timetable
- An overview of recurring reservations
- 🎥 Make a recurring class reservation for a customer (w/ VIDEO)
- Track your recurring reservations
- 🎥 How to check off attendance (w/ VIDEO)
- Can I send my customers a direct link to a class?
- Link your class timetable to your calendar (iCal, Google & Outlook)
- How do refunds work when a customer removes themselves from a class?
- How to create donation-based classes
- How to add an internal note to a class
Events - Appointments
- 🎥 How to set up an Appointment Type (w/ VIDEO)
- How to reorder your Appointment Types
- Can I delete an Appointment Type?
- 🎥 Managing instructor availability for Appointments (w/ VIDEO)
- 🎥 How to manage an instructor's Availability Schedule/s (w/ VIDEO)
- How to delete an instructor's availability schedule
- How to block time across all availability schedules for an instructor
- Creating overrides on availability schedules for Appointments
- How to use the Instructor Availability tool
- How to assign Appointment Types to instructor availability schedules
- Can an instructor manage their own availability for Appointments?
- Scheduling an appointment for a client
- How to book more than one client into the same appointment
- Can my clients book Appointments through the app?
- Can I book appointments retrospectively?
- How to run appointment-based one-on-one sessions
- Adding forms and waivers for Appointments
- Transitioning from Classes to Appointments
Registration Settings for Classes/Appointments
- Understanding Registration Settings
- What are registration timelines?
- Adding a new registration timeline
- Editing registration timelines
- Registration settings - set how far in advance customers can register for classes
- Registration settings - setting a cancellation cutoff time for Classes and Appointments
- Allow customers to book classes or appointments that have already started
- Overriding the "Registrations Open" setting on a specific class
- Waitlist settings
- How to disable waitlists
- Calendar settings
- Using a Nightly Blackout Period for Waiting List Spot Expirations and Class Cancellations
Events - Courses
Forms & Documents
- 🎥 Introduction to Customer Forms (w/video)
- Signup Forms explained
- Pre loaded forms explained
- Why can I not delete certain forms?
- Create a Form
- How can I edit the available genders, and add a preferred pronouns option?
- What's the difference between Forms, Waivers and Policies?
- Staff permissions required to manage Forms
- Non-participating sign up form explained
- Creating a pre-registration/purchase form
- How to edit the settings on an existing Form
- Add/Remove Fields to/from a form
- How to create Forms that expire or require customers to resubmit periodically
- Deleting Forms
- Reordering Forms
- Managing Forms on a customer profile
- Form Notifications
- Managing Waivers
- Add a Policy
- Delete a Policy
- FAQ: Is it possible to update a policy?
- Archiving a Policy
Fields
- Introduction to Customer Fields
- What permissions are required to manage fields?
- System Fields Explained
- Pre-loaded fields explained
- Why can I not delete certain fields?
- Creating fields
- Multiple choice fields
- Deleting Fields
- Editing fields
- Enabling marketing preferences
- How to complete fields on the customer profile
- View and edit customer profile fields
- Understanding and using the customer field list
Reporting
- An overview of reporting
- How to report on the average lifetime value of a customer?
- Reports - Class Attendances/All Attendances
- Reports - Classes/All Classes & Appointments
- Reports - Course Session Attendances
- Reports - Waivers
- Reports - Instructor Hours and Pay Rates
- Reports - Customer Birthdays
- Reports - Field Changes
- Reports - Discount Codes
- Reports - Customer Referrals
- Reports - Memberships
- Reports - Store Orders
- Other Customer Reports
- Reports - Slipping Away
- Searching for new customers
- Average customer lifespan
- How to determine revenue per class type or per instructor
- Why does my CSV download open in Safari?
- Who's missing? Who's not showing up?
- The Activity Feed
- Download Pending and Upcoming Payments
- Access the new reports menu
- Reports - All Store Order Items
- How many memberships were purchased during a certain time period?
- How many memberships were cancelled during a certain time period?
- Reports - Membership Holds
- Reports - All Customers
Customer Management
- How to add multiple registrations to a customer's profile
- How to set up and manage customer check-ins
- How to put a customer's membership on hold
- Add an account credit to a customer profile
- How to flag issues on a customer profile
- Add a payment method to a monthly membership for your customer
- Adjust an upcoming payment for a customer
- Overriding payment method defaults for individual customers
- Adjusting the billing date on a customer's monthly membership
- Adjust the account credit amount on a customer's profile
- How can I make a partial refund on a customer's payment?
- Customise membership usage limits for a specific customer
- Cancelling a membership on behalf of your customer
- 🎥 Add a membership on behalf of a customer (w/ VIDEO)
- Record a class usage against a customer's class pack
- Adding a family member to an existing profile
- How can I change the day my customer's recurring membership is billed on?
- How do I email all of my customers from TeamUp?
- Add a membership and change the start date
- How to resend an invitation to a customer
- Delete a customer profile
- Is it possible to undelete a deleted customer profile?
- How to remove a discount code from a customer's membership
- Upgrade or downgrade a membership on behalf of a customer
- How to merge customer accounts
- Registering a customer for a class
- Apply a discount code to new customers only
- Setting your Inactive Customer criteria
- Setting your Slipping Away customer criteria
- Setting your New Customer criteria
- Make a recurring reservation from a customer profile
- How to change or remove a payment method from a customer's recurring membership
- FAQ: How to export customer marketing preferences
- Adding an image to a customer's profile
- How to upload a customer's vaccination certificate to TeamUp
- 🎥 Editing, cancelling, and deleting recurring class reservations (w/ VIDEO)
- Add a Customer
- How to track and action no shows
- Why can't my customer book a particular class
- How to block members from booking sessions
Settings
Customer Referrals
- Introduction to customer referrals
- Referral settings
- Viewing who referred a customer from your business dashboard
- How to confirm referrals
- How to cancel referrals
- Add a referral from the business dashboard
- Referral notifications
- Referrals with families
- How do customers use referrals?
- How to view a customer referral code from your business dashboard
Communications - Email and SMS Notifications
- An overview of SMS notifications
- How to enable SMS Notifications (Spain, France, Germany, Ireland and Netherlands)
- 🎥 An overview of Notifications (VIDEO)
- Do customers receive an email when their membership hold ends?
- Add/edit/delete a Class/Appointment registration confirmation notification
- Adding a pre/post/milestone Class/Appointment notification
- Membership purchase notifications
- Create a pre-post class notification for your staff
- Updating your notification preferences
- Adding a pre/post course notification
- Introduction to pack running low notifications
- How to create a Pack Running Low notification
- How to edit/delete a Pack Running Low notification
- View and monitor your Pack Running Low notifications
- Automated Birthday Notifications
- Add a late cancellation notification
- How to enable SMS Notifications (United Kingdom)
- How to enable SMS Notifications (Canada)
- How to email customers on a specific membership after attending their first session
- How to enable SMS Notifications (United States)
- Broadcast Messages - SMS notifications for class attendees
Managing Pricing, Memberships and Plans
- Membership usage - when is it deducted, when is it refunded automatically, and can it be refunded manually?
- 🎥 An overview of Memberships (VIDEO)
- 🎥 Add a Recurring Membership (w/ VIDEO)
- Add a payment plan for a recurring membership
- 🎥 How to remove a membership payment plan and add a new one (VIDEO)
- How to add a payment to a recurring membership
- Recurring membership Usage Limits
- How to change your membership cancellation settings
- 🎥 How to change the price on a recurring membership for existing customers (w/ VIDEO)
- 🎥 How to change the price on a recurring membership for new customers (w/ VIDEO)
- 🎥 Add a Pack (w/ VIDEO)
- Pack Usage Limits
- 🎥 Add a Prepaid Plan (w/ VIDEO)
- Change the start date on a Pack or Prepaid Plan
- How to extend expiration dates on packs and prepaid plans
- 🎥 What is One Use Plus pricing, and what can it be used for? (VIDEO)
- How to create drop-ins in TeamUp
- Managing membership categories
- How can I change the order my memberships are displayed?
- An Overview of Membership Tools
- How to update the terminology on your TeamUp account
- How to add an image to a membership description
- How to put memberships on hold in bulk
- How to edit or end holds in bulk
- Edit a membership payment plan
- How to change the payment/billing date for all your customers
- Can I send my customers a direct link to a membership?
- Process a pending offline membership payment as an online bill
- Removing holds
- Update Membership For Sale Status
- 🎥 How to delete a membership (w/ VIDEO)
- Create memberships for new customers only
- Apply a discount code to an active recurring membership
- Viewing memberships that are not for sale and have no active members
- Edit Membership Terms and Conditions
- How to view active customers of a particular membership
- Managing one on one membership offerings
- What does "Registrations Blocked" mean?
- How to exclude/remove a specific class from your free trial offering
- I have added one-plus pricing but can't see this when making a purchase for a customer
Managing Payments and Billing
- 🎥 How to accept payments through TeamUp (VIDEO)
- 🎥 Payments, Billing, and Revenue (w/ VIDEO)
- Payouts
- How to reverse an Account Credit refund
- GoCardless vs Stripe
- Stripe - what, why, how?
- Which cards and payment types can I accept with Stripe?
- Stripe - How long do payouts take?
- How long do transfers take? (Stripe)
- Change the bank account details money gets paid into (Stripe)
- GoCardless - what, why, how?
- Can customers make payments when my GoCardless account is still in review?
- GoCardless - How long do payouts take?
- GoCardless - safe refunds
- Cancel a pending payment (GoCardless)
- Resolving failed Direct Debit payments with GoCardless and TeamUp
- How long will a payment take to complete? (GoCardless)
- Managing cash payments with TeamUp
- Confirming, cancelling, editing, and managing pending offline payments
- Confirming offline refunds
- Bulk cancel pending offline payments
- How to make refunds
- Unskip previously skipped membership payments
- How to change your incoming bank account (GoCardless)
- Managing payment methods for different types of purchases
- How can I block a membership from being used when it has pending offline payments
- 🎥 Creating Taxes and Fees (w/VIDEO)
- Editing upcoming billing
- How to skip membership payments
- Where are my Stripe Invoices?
- A Stripe transaction doesn’t have a name listed, how do I find the customer in TeamUp?
- How to set up my Stripe Terminal?
- How can I take payment from my customer using my Stripe Terminal?
- Does TeamUp work with a card reader?
Staff
- Thinking of leaving TeamUp?
- Account Owners explained
- Adding staff members
- How to resend an invitation to a staff member
- Delete a staff member
- Managing your business account login details and settings
- Creating instructors and adding them to Classes, Appointments and Courses
- How to edit an existing staff member
- Edit staff member permissions
- How to edit the notifications settings of an existing staff member
- Updating staff images
- Disable notifications on TeamUp
- Can I use the same email for multiple Staff members?
Discount Codes
The Store/Shop
- What can I do with my TeamUp Store?
- How to add a new store product variant to a store item
- How to set a store variant to inactive
- How to adjust product inventory in your TeamUp store
- Adding product images to your store items
- Change the order of store products
- How to share a store product URL to your TeamUp store
- How to archive a product
- Managing store orders
- Cancel an open store order
- Store order confirmation from class attendance lists
- Gift Vouchers
- Adding products/items to your TeamUp store
- How to add postage costs to your TeamUp Store/Shop
To-dos
Data
Customer Experience
- Setting up your TeamUp Customer Site
- Customize your Customer Site
- The Customer Site URL
- How to see TeamUp as a logged-in customer
- How to set up TeamUp's free trial widget
- Adding your widget to a Google Sites website
- Adding your widget to a Weebly site
- Adding your widget to your Yell.com website
- Adding your TeamUp widget to your 123 Reg website
- Adding your widget to ClickFunnels
- Adding your widget to a Wix site
- Adding your widget to a GoDaddy site
- Adding your widget to a Squarespace site
- Adding your TeamUp widget to a WordPress Site
- Add a link to your TeamUp customer site from your Instagram account
- Facebook: Update the Action Button to redirect to your TeamUp members site
- Why am I seeing “an account associated with this email already exists”
- How to add colour to an appointment, class, or course?
- Overview of the customer site schedule
- The TeamUp Widget
- How can I change my logo on TeamUp?
Kiosk
FAQ
- Why was my customer removed from class?
- How to generate a QR code for your TeamUp Customer Site
- How can I add Google Drive images to a TeamUp notification?
- Can I get a receipt for my TeamUp service fees?
- How to offer room hire in TeamUp
- FAQ: How can I generate my service code?
- Does TeamUp charge VAT?
- How to email customers on hold
- What's the difference between classes and courses?
- Which languages does TeamUp support?
- How to update your payment details for TeamUp service fees
- How to share your TeamUp referral code with another business
- How are subscription fees calculated?
- Can I add VAT to my prices? Can I add taxes to purchases?
- Will my customers receive a receipt after making a purchase
- What do the customer profile icons represent? - mobile version
- How do I add another business account?
- Are my customers' payment details safe?
- What is 'credit from past subscription'?
- When opening a .CSV file all data appears in one column
- My calendar only shows events for the next 26 weeks
- How does GoCardless keep your payment details safe?
- How to edit your business name
- How do I stop customers from being able to buy a membership?
- How to book a demo of TeamUp
- How to leave product feedback
- Add TeamUp web app to your iPad
- Add the TeamUp web app to your mobile home screen
- Does TeamUp integrate with any accounting software i.e. Quickbooks, Xero, Sage?
- FAQ: Why does my Stripe invoice not have a Stripe VAT Number?
- FAQ: Does TeamUp have a business app?
- FAQ: Including customer pronouns in their profile
- How to bypass the cookies error on the TeamUp widget (Safari)
- I can't customise my notifications, how do I enable this?
- Best practices when raising a support query
- How to check your TeamUp service fee history
- How to view your upcoming billing
- How can I bulk-delete customers?
- Reactivate an expired recurring membership
- Does TeamUp support Webhooks?
- How to transfer a membership from one customer to another
- Do memberships prorate automatically?
- Where can I see my Community Happiness reviews?
- How can I contact support?
- Why doesn't TeamUp work on my browser?
- How can I change a customer's email address?