📝 Overview

If you’d like to let a customer attend classes for free, without requiring them to purchase a membership, there are a few simple ways to do this in TeamUp. The best option depends on whether you want the customer to book the class themselves, or whether you want to register them from the business side.

You can offer free access by:

Lets take a look at each option below.

1️⃣ Adding account credit to cover a drop-in fee

This is a great option if you’re offering a one-off free class and the class has drop-ins enabled.

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You can find our guide on how you can add an account credit to your customers account here: Add an account credit to a customer profile

✅ Best for: A single free class (or a small number of drop-ins)

How this works:

You add account credit to the customer’s profile.
When the customer registers for the class, they can use that credit at checkout instead of paying.

💡 Tip: Account credit is flexible and can be used across purchases. If you need to control exactly which classes the customer can book for free, a pack (Option 2) is usually a better fit.

2️⃣ Give them a free class pack

If you want to provide multiple free class credits, or you want tighter control over where those credits can be used, create a pack and assign it to the customer for free.

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How it works:

You create a pack membership with a set number of credits (e.g., 5 classes).
You add it to the customer’s profile from the business side. (see how)
At checkout, you set the price to £0 / $0 so they aren’t charged.
You can also adjust the number of credits they receive (useful for goodwill gestures, partial refunds, or comps).

✅ Best for: Multiple free classes, refunds as credits, goodwill gestures

Here's how we recommend you set u your pack:

Name: Clear for the customer (e.g., “Goodwill Class Credits”)
Status: For Sale (so you can assign it from the business side)
Pack size: Set this to the maximum you’d typically need, then adjust credits per customer at checkout
Visibility: Hidden (so it doesn’t appear on your public membership list)
How customers purchase: Contact us to purchase (prevents self-renewals/re-purchases)
Usability: Limit the pack to the relevant class types (so credits can’t be used elsewhere)

⚠️ Important: Customers can use pack credits for any event types/class types included in the pack’s usability, so keep usability tight to avoid unintended usage.

3️⃣ Manually register the customer for free

If you want to handle everything on the business side (for example, a last-minute comp or someone turns up and you want to add them in), you can register the customer directly and mark the visit as free.

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How it works:

Open the class in your calendar
Click “Add Customer”
Choose “Register for free”

We also have a guide which goes over this process in more detail here: Registering a customer for a class

✅ Best for: One-off comps, walk-ins, last-minute free visits

⚠️ Important:

If a class requires forms/waivers, customers are typically prompted when they book themselves.

When staff register a customer from the business side, they may not be prompted in the same way, so if you need the customer to complete forms before attending, consider sending them the class link and having them register themselves instead.

❓ Frequently Asked Questions (FAQ's)

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Which option should I use?

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It depends on how you want the customer to book, and how much control you need:

Use account credit if you want the customer to book a drop-in themselves and simply pay using credit at checkout.
Use a class pack (set to £0 / $0) if you want to give multiple free class credits and control which class types those credits can be used for.
Register the customer for free from the calendar if you want to comp a specific class booking quickly (e.g., a walk-in or a one-off goodwill gesture).

Can I restrict account credit to only be used for one specific class?

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No. Account credit is applied at checkout and can generally be used toward eligible purchases. If you need to restrict free access to certain class types or a set number of sessions, a class pack is usually the better option.

What happens if the customer cancels after using their free credit?

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That depends on how the free access was provided and your cancellation settings:

If the booking used a pack credit, the credit may return to the pack (depending on how your Registration Settings are set up).
If it was a free registration added by staff, there may be no credit to return.
If you’re unsure, check the customer’s membership/pack usage or booking history after the cancellation.