📝 Overview
Packs bill your customers once, upfront, and give them a set number of uses.
For example, you might create a drop-in pack that allows a customer to register for a single class or appointment, or a block of 10 that lets them book 10 sessions at a lower per-class rate.
This guide walks you through the whole process in order, from opening the create form to sharing the finished pack with your customers.
🎥 Video Walkthrough
Watch the walkthrough for a full run through of creating a pack here.
🛠️ Creating a Pack
1️⃣ Open the pack create form
Head to Memberships ➜ Memberships ➜ click the green Add a Membership button in the top right.
You will be shown the three membership types available to you: Recurring Plans, Packs, and Prepaid Plans.
Click Create a Pack.
2️⃣ Name your pack and choose a category
Give your pack a clear, recognisable name.
Customers will see this name on your customer site, so something like "Beginner Classes" or "10 Class Pack" works better than an internal code.
Next, choose a Category.
By default, every membership you create is added to the All Memberships category, which is the same as having no category at all. You can select an existing category from the dropdown, or create a new one on the spot. Once the pack is created, it will appear under that category on your customer site.
🧠 Any categories you create are visible to you from Memberships ➜ Memberships.
Customers can also view these categories from the customer site. If you have any empty categories, or categories that contain hidden memberships, these are not displayed on the customer site.
3️⃣ Add a description
The description tells customers exactly what the pack offers. Add as much detail as you like, what's included, who it's for, and anything they should know before buying.
If you'd rather not write it from scratch, enter the basic details and then select Enhance with AI.
Choose the tone and the length you want, then click Regenerate. Give it a couple of seconds and it will turn your notes into a finished description.
From there you can:
Edit the generated text directly to add structure or tweak the wording.
Click Regenerate again to have another version written from the same details.
Click Accept once you're happy with it.
4️⃣ Set the sales status
Choose whether the pack is for sale or not for sale.
A pack set to For Sale can be purchased straight away; a pack set to not for sale is saved but unavailable.
Setting a pack to Not For Sale is useful when you're building something in advance, a Christmas or summer promotion, for example. You can set it up now, leave it dormant, and switch it to for sale manually when you're ready to launch.
5️⃣ Decide whether the pack is shareable
Ticking shareable allows one member of a family to purchase the pack and makes it available to everyone else in that family.
So if a family of four is registered with you, one person can buy the pack, and the next time any other family member registers for an event, that pack appears as an option they can use.
💡 Credits come out of a single shared balance, so a shareable 10 class pack is 10 credits between the family, not 10 each. Bear that in mind when setting your pack size and price.
For more information about membership sharing, please check our relevant guide here: Membership Sharing
6️⃣ Configure the customer site settings
This section controls how the pack behaves on your customer site. There are four settings.
Click here to learn more about the Customer Site Settings section
Click here to learn more about the Customer Site Settings section
🔷 Visibility
Choose whether the pack is visible on the memberships list or hidden on the memberships list. A hidden pack can still be for sale, it just won't appear on your customer site, and the only way for a customer to buy it is via a direct link you send them.
That combination works well for online promotions, where you share a link offering a special price or a specific number of credits to a particular group of people.
🔷 How customers purchase
The default is customers can purchase this membership themselves, which means the pack appears in the membership section of your customer site and customers can add their payment details and buy it unaided. This is what most businesses use.
The alternative shows customers a contact us to purchase message with a link to your contact page, so they have to email or call you to have it added to their account. Choose this when you want to control who gets the pack, or to stop customers buying something by mistake.
🔷 One per customer
Stops a customer purchasing the pack more than once. This is commonly used for intro offers and trials, if you're offering 10 class credits for £10, tick this so nobody can buy it repeatedly.
🔷 New customers only
Restricts the pack to new customers. What counts as a new customer is defined in your customer settings, which you can reach from the link next to this option.
7️⃣ Set the duration
Duration has two parts.
When the pack becomes active, and when it expires.
It's worth getting this right, as it changes when your customers' credits start counting down.
For the start date you have three options:
Begins on date of purchase | The pack activates the moment it's bought |
Begins on date of first registration | The pack activates when the customer books their first class or appointment |
Begins on a specific date | You pick the date the pack becomes active |
You can then set the pack to expire after a number of days, weeks, or months, on a specific date, or never.
Click the arrow for worked examples of each start date option
Click the arrow for worked examples of each start date option
🔶 Begins on date of purchase, expires after two months
A customer buys the pack on 10 April.
It becomes active on 10 April and expires on 9 June, whether or not they've booked anything.
🔶 Begins on date of first registration, expires after two months
A customer buys the pack on 10 April but doesn't book anything until 10 May.
The pack activates on 10 May and expires on 9 July.
🔶 Begins on a specific date
You're building a pack for a summer event in July 2027, so you set it to become active on 1 July 2027 and expire on 1 August 2027.
Customers can buy it in advance, but it won't be usable until the start date.
💡 We often see businesses benefit from having an expiry date on the pack to encourage the customer to use all their sessions within an allotted time. This encourages regular attendance, which is great on both sides: you get to see them consistently to ensure they benefit from your lessons, and they get the reward of knowing their fitness levels are going to increase by attending enough classes in a short space of time.
8️⃣ Set the Price
Enter the amount the customer pays. Packs are charged as a single payment at the time of purchase.
9️⃣ Set up Usability
Usability is the most important part of the form. It controls what the pack can actually be used for, how many credits it carries, and how quickly those credits can be spent. It's also the section with the most moving parts, so we've broken it down setting by setting below.
Click the arrow for a full breakdown of the Usability section
Click the arrow for a full breakdown of the Usability section
Each setting is explained in turn below. Where the behaviour is easier to show than to describe, there's a worked example you can expand underneath it.
The examples all use the same pack: 10 credits, covering three class types referred to as Class A, Class B, and Class C.
🔷 Applicable To
This determines what kind of thing the pack can be used to register for:
Events - classes and appointments. This is the most common choice.
Courses - course registrations only.
Events and courses - both. This is rarely used.
🔷 Events
Once you've chosen what the pack applies to, select the specific events customers can use it for.
Only the event types you add here will accept the pack as payment. Anything you leave out can't be booked with the pack, even if the customer still has credits remaining.
🔷 Pack Size
The pack size is the number of credits the customer receives when they buy the pack.
With no further limits applied, they can spend those credits however they like across the event types you selected, in any combination.
🔷 Set Limits Per Class Type
Ticking set limits per class type reveals a row for each event type you selected.
Each row has a counter, and a choice between counting within the pack size or separate from it.
The form displays your actual pack size in place of the number, so a pack of 10 credits reads "within the 10".
Most of the time you can leave this unticked, and customers simply use their credits on whichever of your classes they want.
You can tick this when you don't want customers spending the whole pack on a single class type, when the point of the pack is to get them sampling everything you offer, or to make sure they register for more than one event type.
🧠 A per-class-type figure that counts within the pack size is a ceiling, not an allowance. It caps how many of that class type a customer can book, but it never increases the total number of credits available.
This means your per-class-type figures can add up to more than the pack size. That isn't an error, it's how you encourage variety without dictating an exact split.
Click here for a more in-depth example
Click here for a more in-depth example
Your pack has 10 credits covering Class A, Class B, and Class C, and you want customers to try all three rather than spending everything on one.
You tick set limits per class type and set Class A to 4, Class B to 4, and Class C to 5, all counting within the 10.
Those figures total 13, but the customer still only has 10 credits. What the limits do is stop any single class type absorbing the whole pack:
They can book no more than 4 of Class A, no more than 4 of Class B, and no more than 5 of Class C.
They can book no more than 10 sessions in total.
A valid combination would be 5 of Class C, 3 of Class B, and 2 of Class A.
They cannot put all 10 credits into one class type, because no single cap reaches 10.
🔷 Credits that sit outside the pack size
Instead of counting a class type within the pack size, you can set it to count separate from it. Credits allocated this way sit on top of the pack size rather than coming out of it.
The pack size then displays as the original number plus the extra allocation, so it's clear at a glance that those bookings don't consume the customer's regular credits.
This is how you attach a one-off session to a pack, a trial class, an intro session, a workshop, or an assessment, without the customer having to spend one of the credits they paid for.
Click here for a more in-depth example
Click here for a more in-depth example
Your pack has 10 credits covering Class A, Class B, and Class C. You also run an intro session that you want every new pack holder to attend, but you don't want it eating into their 10 credits.
You add the intro session as an event type, set its counter to 1, and mark it separate from the 10. The pack size now shows as 10 plus 1 extra.
The customer can book the intro session once and still has all 10 credits to spend across Class A, Class B, and Class C.
🔷 Frequency restrictions
Frequency restrictions control how quickly credits can be spent, rather than how many there are.
If you leave this on no restrictions, the pack size still applies. The customer simply has no time-based cap, so nothing stops them booking every session in the pack within a single week.
If you restrict uses, you can set an overall limit per day, week, month, or year. Underneath each period you can also set a limit for individual class types.
🧠 Leaving a per-class-type field blank does not mean unlimited. It automatically sets that class type to the maximum it can be within the overall limit you've applied for that period.
⚠️ It's easy to go overboard here. Stacking daily, weekly, monthly, and annual restrictions on top of one another makes the pack confusing for customers and hard for your team to explain.
Most businesses apply a single monthly restriction and nothing else, which works perfectly well. Set one limit and let customers work to it.
Click here to see an example - pacing how often a pack can be used
Click here to see an example - pacing how often a pack can be used
Your pack has 10 credits covering Class A, Class B, and Class C, and you want it used steadily over a couple of months rather than all at once.
Setting a monthly limit of 10 lets the customer book up to 10 sessions in any given month, with no cap on how those are split between the three class types. If you additionally set Class A to 6 per month, they can book up to 6 of Class A and up to 10 of Class B or Class C, still within their overall credit total.
A weekly limit of 4 works the same way one level down: no more than 4 sessions in a week, and you can cap individual class types beneath that, for example Class A to 2 per week while Class B and Class C stay at 4.
In practice, one restriction is usually enough. A single monthly limit paces the pack without giving customers four different rules to keep track of.
🔷 Ignore no-shows
By default, when a customer is marked as a no-show, their credit is not returned.
Ticking ignore no-shows overrides that, so the credit goes back to the customer and they can use it to register for something else later. Most businesses leave this unticked.
⚠️ Editing usage limits here edits usage limits for any active memberships. If you are looking to change the number of credits a membership offers, create a new membership with the new usage limits and mark the current one as Not For Sale.
💡 For more examples of how to use pack limits, see the guide here.
🏁 Create the pack
Once every section is complete, click Create. Your pack is live and ready to sell.
👀 After You Create the Pack
The pack's own page opens once it's created, showing a summary of everything you configured, status, whether it's shareable, its visibility, and how customers can purchase it. There are a few more things you can do from here.
Share the customer site URL. The page includes a direct link to the pack on your customer site. Copy it and send it to customers so they can go straight there and buy. This is how you sell a pack you've set to hidden.
🟢 Check the Members tab. The Members section on the right-hand side lists every customer who has an active pack. It'll be empty on a pack you've just created.
🔵 Edit the terms and conditions. Set the terms customers agree to at the point of purchase.
🟣 Review notifications. Packs include a low pack notification, the email a customer receives when they're running out of credits.
🟡 Set registration prices. By default, registering for an event costs one credit from the pack. Click Edit and you can add a charge on top for specific event types, so a customer spends a credit and also pays a small additional fee for that particular class. Event types you leave alone continue to cost one credit and nothing more. You can also add further event types to the pack from this section.
💡 Want to see what your customers see?
Open the customer site URL in a browser. The pack page shows the name, description, when the pack starts and how long it's valid for, the price, the terms and conditions, and a Buy button.
❓ Frequently Asked Questions
Can more than one person use the same pack?
Can more than one person use the same pack?
Yes, if you tick shareable when creating it. One family member buys the pack and it becomes available to everyone registered in that family. They draw from one shared pool of credits rather than getting a set each.
Can I sell a pack without showing it on my customer site?
Can I sell a pack without showing it on my customer site?
Yes. Set the pack to for sale but change its visibility to hidden on the memberships list. It won't appear on your customer site, and the only way to buy it is through the customer site URL on the pack's page. This is the usual setup for a targeted promotion.
A customer has credits left but can't register. Why?
A customer has credits left but can't register. Why?
Check the Usability section of the pack. The most common causes are a per-class-type limit they've already reached for that event, a frequency restriction capping how many sessions they can book in that day, week, or month, or the event type not being included in the pack at all.
Why do my per-class-type limits add up to more than the pack size?
Why do my per-class-type limits add up to more than the pack size?
That's expected, and it isn't a problem. Per-class-type limits are ceilings on individual class types, not additions to the credit total. The pack size always caps how many sessions a customer can book overall.
Does a customer get their credit back if they don't turn up?
Does a customer get their credit back if they don't turn up?
Not by default, a no-show costs the credit. If you'd rather return it, tick ignore no-shows in the Usability section.
Can I change the number of credits on a pack I've already sold?
Can I change the number of credits on a pack I've already sold?
You can, but changes to usage limits apply to every active membership on that pack, not just new purchases. The safer approach is to create a new pack with the credits you want and mark the existing one as Not For Sale.
Do customers ever pay extra on top of a pack credit?
Do customers ever pay extra on top of a pack credit?
Only if you set it up that way. Registration prices default to one credit and nothing more, but you can add an additional charge per event type from the pack's page after it's been created.