For business owners
Extensive knowledge base to answer frequently asked questions
By Jenny and 2 others3 authors232 articles
- Can I use Gymcatch in a British Overseas Territory outside of the UK?
- I'm not sure if my organisation is eligible to have a business account on Gymcatch?
- Is Gymcatch easy to set-up?
- Who can create a business account? Who can administer my business account?
- Can I share account log-in details around my business?
- What rights do administrators have and can I control what an administrator can do?
- Can I assign / add additional administrators to my business?
- Can I change my business name?
- How do I change my login details?
- How do I add / change my logo or business image / photo?
- What size images should I upload?
- Can I have my own / white label apps?
- Do you have iOS and Android apps for my customers?
- Is there an app for business admins?
- Do I need a personal Gymcatch Account before registering a business?
- Can I promote myself through a personal Gymcatch account?
- I don’t want to have to log in every time I use Gymcatch. Can I stay logged in?
- Do I get notified when a customer books or cancels?
- Why aren't I getting notifications?
- I've affiliated to my fitness brand but my classes aren't showing on their class finder. What do I do?
- I've affiliated to Boogie Bounce but my classes aren't showing on BoogieBounce.com. What do I do?
- I've affiliated to SOSA Dance Fitness but my classes aren't showing on sosafitness.co.uk. What do I do?
- Can I integrate with Mailchimp?
- Can I integrate with Zapier?
- Do you integrate with Zoom?
- Can I remove / delete a customer record?
- How do I cancel my Gymcatch business account?
- Why can't my customers find my business on Gymcatch?
- How do I transfer ownership of my business account?
- Can I print invoices for my business subscription?
- Team member administration permissions
- What are the statuses on the Team page?
- What are the visibility and booking preferences on courses?
- Why can't I select a category on the session settings/creation page?
- Course or bundle, which should I use?
- Can my customers swap sessions between courses?
- Can I use Gymcatch to allow trainers to book times at my facility?
- Can I reschedule one or more classes / sessions
- Can I offer online courses and coaching services on Gymcatch?
- Can I stage when on demand content is released to a course?
- Can I include on demand / video content in courses?
- How do customers book and pay? Can I see the system from a customer's point of view?
- What countries can my customers book from?
- How do I create appointments on Gymcatch?
- Can I offer a taster, 'first class / session free', offer?
- How do I create a special offer for my class(es)?
- Can I set when bookings open and close for a session?
- Do you have a 'contribute' or 'pay what you want' feature?
- Can I suspend or pause bookings for a session?
- What is multibook? Can a customer book more than one place?
- Can I book for my customers?
- Can I sell sessions in blocks?
- How do waitlists work?
- Can I hide the number of spaces available on a session?
- Can I give priority booking for my next course/block to those that attended the previous one?
- Can I gate the visibility / privacy of a session, course, package or on demand resource so only those I invite can see it?
- How long does priority access last for customers on the access list? Will access expire when the linked session is over or linked package expires?
- How do I set a session as 'At venue' / "In person"?
- How do I share the recorded link for a class after it's finished?
- Can I list / set my services at multiple locations?
- Can I market my services in multiple timezones?
- Do you have support for virtual sessions? Can I livestream? Can I integrate with Zoom? Can I add on demand content?
- What's the difference between livestream and on-demand?
- How do I list a hybrid/blended livestream and at venue/in-person session? Can I manage which attendees will be online and which at the venue?
- Can I set when session url (links) are made available for sessions?
- Can I use my Personal Zoom ID when creating Zoom meetings?
- I've set my Zoom meetings to use my Personal ID. I can't see the meetings in my Zoom dashboard. How do I start the meeting?
- Why are my Zoom meeting details different in my Zoom dashboard to those shown in Gymcatch?
- Can I create an on-demand course / series that delivers resources in a sequence?
- Can I sell a collection or group of on-demand resources at once?
- Can I extend a session / class series?
- Why can't customers see my on demand resources?
- I'd like to offer a 'back-to-back' classes discount for the second booking. Is this possible?
- I'd like to have a 'refer-a-friend' offer. Is this possible?
- What are the check in / attended features? Can customers check themselves in to sessions too?
- How do I sync classes I host to my calendar?
- I have my own website - can I take bookings on my website?
- The web embed shows on Wordpress preview but just a hyperlink when live. Why is this?
- I've embedded Gymcatch on my website but I'm getting a 'The API key is not valid for this domain' error message. How can I resolve this?
- I've embedded Gymcatch on my Wix website but I'm getting a 'The domain information is not provided' error message. How can I resolve this?
- I've embedded Gymcatch on my Wix website but I'm getting a 'The wix url is not original' error message. How can I resolve this?
- I've a load issue on my Squarespace site. Can you help?
- I've embedded Gymcatch on my Squarespace Business account but it's saying 'Script Disabled'. Why is this?
- I am getting a TLS error having added the Web Embed to my GoDaddy website. How do I resolve?
- Can I set my own cancellation policy? Can I mark classes as non-refundable? Can I automate credit backs in line with my policy?
- How do I update or cancel a class / session?
- Can I hide cancelled sessions?
- Can I uncancel or reinstate a class?
- Can I apply my auto-refund policy when I cancel a session?
- How do I delete a session from my schedule?
- How do I cancel or move / transfer a customer's booking?
- Can I charge a 'no show' or penalty fee?
- My customers can't book or pay. How do I resolve this?
- Course and course sessions aren't visible in Gymcatch. How do I resolve?
- Can I add an existing session to a course?
- Can I add a bonus session or on-demand resource for customers who purchase a specific package or course?
- Can you set the background image on sessions, packages courses and on demand resources?
- How do I refund or credit back a customer?
- Did my auto-refund policy trigger when my customer cancelled their booking?
- Can I use Auto-Refund on courses and course sessions?
- Can I set multiple on-demand resources to expire at the same time?
- Can I expire on-demand resource access when a package expires?
- Can I add new sessions to an existing course? Will customers who have already booked the course be automatically added to the new sessions?
- My customer booked a drop-in session instead of a course, how do I resolve?
- Why can't I find my customer when adding them as an attendee?
- Can a sub-profile be added to a waitlist?
- Updates to online content in the Gymcatch mobile apps
- Can I reduce the price of my course part way through?
- Do I need to set a price on my sessions if I don't want to accept PAYG bookings?
- How can I offer separate pricing for members and non-members in Gymcatch bookings?
- How can I manage free sessions or bookings in Gymcatch?
- What are packages? What's the difference between a pass, bundle and membership?
- What are package tags? How do they work?
- Can I debit a customer's package against a booking I've made for them?
- Taking a package off sale
- Why can't a package / refund credit be used to book a session?
- Why do bundles need a time limit?
- How do I gift a package to a customer?
- Why can't I gift a package to a customer?
- Can a package be used as payment for a course?
- Can I stop a package being used to book a sub-profile?
- Can I sell gift cards or vouchers on Gymcatch?
- Can I track where my customers are in their package? Can my customers see where they are?
- Can I cap the number of times a customer can use a pass?
- If I change the price on a pass that has the auto-renew option what price will my customers' be charged at their next renewal?
- Can I edit, freeze or reactivate packages?
- Customers with an auto-renewing pass are unable to book. Why is this?
- Do discount codes apply to auto renewing passes?
- How do I remove or expire a package from a customer's account?
- Why can't a package be used to purchase on demand resources?
- Do sub-profiles have their own packages? Can I gift a package to a sub-profile?
- What happens if a client misses a membership payment?
- Do memberships automatically continue when they expire?
- I offer different numbers of classes in the month depending on whether there are 4 or 5 weeks in the month. Can Gymcatch cater for this?
- Can I cancel a client's membership if they don’t pay?
- What happens at the end of a membership?
- What happens when memberships expire / are cancelled?
- How can I see how clients are using memberships?
- When can customers re-buy a membership?
- How are membership payment dates calculated?
- Can I sell rolling monthly memberships?
- Can I choose the start date for memberships?
- Can memberships be pro-rated?
- Can a business admin manually clear arrears on a customer's membership?
- How do customers use packages they have bought or been gifted?
- How do I stop a pass auto renewing?
- Can I pause / freeze a customer's membership?
- How do I increase my membership prices?
- Why can't I archive a package?
- Can I create a discount code to be used against memberships?
- Can I create a package that can only be used between specific dates / terms
- Do I need a package for customers to book a single class?
- Can a customer have multiple live packages on their account?
- What does "Used for auto-refund" on a bundle's Details page mean?
- What is the difference between a fixed and flexible membership?
- Can I change an existing fixed membership over to a flexible one?
- Can a customer cancel their own membership?
- How do I change the payment methods on my memberships?
- How do I change my payment card / bank details?
- What payment providers can I use? Is Gymcatch SCA compliant?
- Can I connect an existing Stripe account?
- How quickly do I get paid by Stripe?
- Can I configure receipts for my business?
- The wrong business name appears on my Stripe business receipts. e.g. 'Facebook', 'Instagram' or 'LinkedIn'. How do I change this?
- How do I get help with my Stripe account?
- There is a "SOMETHING WENT WRONG. The provided key... Application access may have been revoked." error message at payment. How do I resolve this?
- Can I take manual / direct card payments from a customer?
- Can I use Gymcatch without taking payments online?
- Can customers pay direct to my bank account?
- Can I invoice my customers?
- Can I use PayPal, Square or SumUp with Gymcatch?
- My card details have changed. How do I update them?
- Why are my customers seeing £0 on their authorisation screen?
- Payments
- How do I update my payout bank account for my Stripe payments?
- Why has my customer's payment failed / not been accepted?
- How can I set up Stripe with Gymcatch if I don’t have my own website?
- GymcatchPay powered by Unipaas
- What is the difference between GymcatchPay, Stripe and GoCardless?
- How quickly do I get paid by GymcatchPay?
- How do I update my payout bank account for my GymcatchPay payments?
- How to recognise payments made through GymcatchPay on bank statements?
- How do I get help with my GymcatchPay account?
- How do I close my GymCatchPay account?
- What do the different payment and chargeback statuses in my GymcatchPay dashboard mean?
- Getting started with GymcatchPay
- How do I check and update the payout schedule for my GymcatchPay account?
- How do I add and onboard / migrate my customers?
- What url / link do I send my customers to book and pay?
- Can I change my web booking page url / link?
- Can I share links to specific sessions, packages or courses?
- What is the follow feature? How can someone follow my business?
- Can I link my Gymcatch page to third party websites, including my social media profiles?
- How can I link from Facebook, Instagram, Twitter and other social media?
- Where can I see my customers' purchases?
- Can I message my customers?
- Can I email my customers?
- How many customers can I email at once?
- Why don't email addresses show in my draft email when I click the Email attendees or Email customers buttons?
- When I go to email all customers the email formatting is off. Why is this?
- How do I stop being sent notifications / emails?
- How do I manage or unsubscribe from emails?
- Creating a QR Code
- What is the difference between a follower and a live customer?
- Can I ask for updated participation information from existing customers?
- How do I manage and troubleshoot follower-related issues in my admin portal?
- Why is my discount code showing as not valid / expired?
- How do I add or remove bolt-ons and change my Gymcatch Business Plan?
- Where is Gymcatch available?
- How much does Gymcatch cost? Is pricing fixed? Can I cancel at any time?
- Does Gymcatch charge for payments?
- How much does Stripe charge?
- How do I make a referral? Does Gymcatch have a referral scheme?
- I made a referral, has my referral code been applied?
- I input a referral code at registration. Has the offer been applied?
- How do I write a review about Gymcatch?
- Can I reset a customer's password or edit their login details?
- What are sub-profiles?
- Can I create sub-profiles for my customers?
- Why can't I find my customer on the Customers page?
- I'm having issues logging into my account. How can I resolve this?
- What should I do if a customer creates their own account instead of claiming an admin created one?