Gymcatch

Simon Keay

Ollie

Simon Rae

Extensive knowledge base to answer frequently asked questions

For business owners

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?

What is a professional account? Why are there two types and what are the benefits?

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?

Where do I add my business logo?

How do I 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?

I can't log in, what do I do?

How do I reset my password?

Can I remove / delete a customer record?

How do I cancel my Gymcatch business account?

Accounts, notifications and permissions

What are the visibility and booking preferences on courses?

Why can't I select a category on the session settings/creation page?

The key differences and when to use a course or a bundle

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 a class / session?

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?

Learn how to create appointments for PT/Personal Training, 1-2-1 sessions, open gyms, professional appointments and more

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 ensure that only pre-approved customers can see and book/pay for a session?

Can I give priority booking for my next course/block to those that attended the previous one?

Can I create sessions, courses or on-demand resources that are only for members or private clients?

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?

How to stop seeing cancelled sessions on your schedule

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 swap or transfer a customer's booking?

Can I automate credit backs in line with my cancellation policy?

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 I gate the visibility / privacy of a session, course, package or on demand resource so only those I invite can see it?

Can you set the background image on sessions, packages courses and on demand resources?

How do I refund or credit back a customer?

Scheduling, bookings, courses and virtual (livestream, on demand, Zoom integration)

What are packages? What's the difference between a pass and a bundle?

What are package tags? How do they work?

Can I debit a customer's package against a booking I've made for them?

What happens when I take package off sale

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?

Gifting a package doesn't work. Why is this?

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 or freeze 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?

If a client doesn’t pay for a membership, can they still book?

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 clients membership if they don’t pay?

What happens at the end of a membership?

What happens when memberships expire?

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?

If a customer cancels after they've paid with a package, can I refund / credit them?

Can I manually clear arrears on a membership?

How do customers use packages they have bought or been gifted?

How do I stop a pass auto renewing?

Packages: Passes, Bundles and Memberships

I have my own health and safety waivers PAR-Q forms - can I provide these and collect key customer contact information?

Client asked to complete information and waiver at every booking

Why are my customers being asked to complete the waiver and required information again?

Can I upload a health questionnaire and add a link to an online questionnaire?

Can I apply my participation information requirements to sub-profiles?

Required contact information, waivers and questionnaires

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?

Do I need to be a registered company to use Stripe? 

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?

Why have my credit or debit card changed and I don't recognise them

My card details have changed. How do I update them?

Why are my customers seeing £0 on their authorisation screen?

Payments

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?

Why don't email addresses show in my draft email when I click the Email attendees or Email customers buttons?

For business owners

Accounts, notifications and permissions

Scheduling, bookings, courses and virtual (livestream, on demand, Zoom integration)

Packages: Passes, Bundles and Memberships

Required contact information, waivers and questionnaires

Payments

Customer onboarding, communication and marketing

Reports

Pricing, charges, fees and referrals

Customer account questions