For Business Owners

Extensive knowledge base to help you with self-service support

Matt Pegler avatar Mitch avatar Vicki Morillo avatar
240 articles in this collection
Written by Matt Pegler, Mitch, and Vicki Morillo
Forms and Documents

Introduction to Customer Forms

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Written by Mitch
Updated over a week ago

Pre loaded forms explained

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Written by Mitch
Updated over a week ago

Signup Forms explained

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Written by Mitch
Updated over a week ago

Non-participating sign up form explained

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Written by Mitch
Updated over a week ago

Add/Remove Fields to/from a form

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Written by Mitch
Updated over a week ago

Create a Form

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Written by Mitch
Updated over a week ago

Creating a pre registration/purchase form

Can I ask customers to complete a form before coming to class? How do I add a PARQ for my clients?
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Written by Mitch
Updated over a week ago

Deleting Forms

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Written by Mitch
Updated over a week ago

Why can I not delete certain forms?

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Written by Mitch
Updated over a week ago

Form Notifications

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Written by Mitch
Updated over a week ago

Staff permissions required to manage Forms

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Written by Mitch
Updated over a week ago

Expiring Forms / Asking for Form Resubmission

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Written by Mitch
Updated over a week ago

Managing Forms on a customer profile

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Written by Mitch
Updated over a week ago

Reordering Forms

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Written by Mitch
Updated over a week ago

Add a Policy

Great for collecting your businesses GDPR related terms of service and privacy policies
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Written by Mitch
Updated over a week ago

Archiving a Policy

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Written by Mitch
Updated over a week ago

Delete a Policy

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Written by Mitch
Updated over a week ago

Where are my customer questions now?

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Written by Mitch
Updated over a week ago

FAQ: Is it possible to update a policy?

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Written by Mitch
Updated over a week ago
Classes

Biweekly and Triweekly time slots for classes

Do I need to add repeating classes each week? How to create a class that repeats every 2, 3, 4 weeks.
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Written by Mitch
Updated over a week ago

Bulk timeslot editing

Can I edit instructors, venues, class size limit in bulk?
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Written by Mitch
Updated over a week ago

Bulk cancel classes

Cancel classes between two dates. How to edit your schedule for time off or holidays.
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Written by Mitch
Updated over a week ago

Cancelling a class and what happens to customers booked

How to cancel a single class
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Written by Vicki Morillo
Updated over a week ago

How to cancel a class time slot

Delete a class time slot from your schedule. Cancel a time slot.
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Written by Mitch
Updated over a week ago

How to archive a Class Type

Can I delete a Class Type?
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Written by Mitch
Updated over a week ago

Link your class timetable to your calendar (iCal, Google & Outlook)

Add your TeamUp calendar to iCal, Google and Outlook. Sync your class schedule with your personal calendar.
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Written by Mitch
Updated over a week ago

Make a recurring class reservation for a customer

Can I book clients into the same class each week? Can my customers make recurring bookings?
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Written by Mitch
Updated over a week ago

Delete an alternate pricing

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Written by Vicki Morillo
Updated over a week ago

An overview of recurring reservations

Understand how reservations work. Reserve customers into repeating time slots.
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Written by Mitch
Updated over a week ago

Editing a recurring reservation

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Written by Mitch
Updated over a week ago

Track your recurring reservations

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Written by Mitch
Updated over a week ago

Adjusting the class type visibility

Can I hide classes from my customers? How do I make some classes visible to certain members?
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Written by Mitch
Updated over a week ago

How do refunds work when a customer removes themselves from a class?

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Written by Mitch
Updated over a week ago

Changing an existing class size limit

Change the attendee limit on your classes. Can I change how many people can attend a class?
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Written by Mitch
Updated over a week ago

Add alternate pricing for specific class times

Set peak and off peak class pricing. Allow specific memberships to book specific class times.
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Written by Mitch
Updated over a week ago

Allow customers to book onto classes that has already started

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Written by Mitch
Updated over a week ago

How to change the prices on your events and classes

How to change the drop-in price of a class type. How to change class pricing.
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Written by Mitch
Updated over a week ago

Can I send my customers a direct link to a class?

Send customers the URL for a specific class
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Written by Vicki Morillo
Updated over a week ago

Class prices - What is One Use Plus, and what can it be used for?

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Written by Vicki Morillo
Updated over a week ago

How to run one on one sessions with a pre-set timetable

Run one-on-one classes with a pre-set schedule. Using classes for your private sessions.
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Written by Mitch
Updated over a week ago
Appointments

An Overview of Classes/Appointments

What's the difference between Classes and Appointments? What's a Class Type? What's an Appointment Type?
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Written by Vicki Morillo
Updated over a week ago

Managing instructor availability for Appointments

How do I set up my Appointments schedule?
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Written by Vicki Morillo
Updated over a week ago

Can an instructor manage their own availability for Appointments?

Can my PTs control their own availability? Which permissions do they need?
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Written by Vicki Morillo
Updated over a week ago

How to set up an Appointment Type

How to create an Appointment Type.
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Written by Vicki Morillo
Updated over a week ago

Scheduling an appointment for a client

Can I book an appointment on behalf of a client? How do I cancel an appointment?
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Written by Vicki Morillo
Updated over a week ago

Adding forms and waivers for Appointments

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Written by Vicki Morillo
Updated over a week ago

Can I delete an Appointment Type?

How to archive/unarchive Appointment Types.
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Written by Vicki Morillo
Updated over a week ago

Can my clients book Appointments through the app?

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Written by Vicki Morillo
Updated over a week ago

Transitioning from Classes to Appointments

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Written by Vicki Morillo
Updated over a week ago

How to run appointment-based one-on-one sessions

Run private sessions via the Appointments tool.
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Written by Vicki Morillo
Updated over a week ago

Can recurring reservations be used with Appointments?

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Written by Vicki Morillo
Updated over a week ago

Can I book appointments retrospectively?

How to book appointments on dates in the past. Booking clients into past appointments.
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Written by Vicki Morillo
Updated over a week ago
Managing Memberships and Plans

Change the start date on a Pack or Prepaid Plan

How to change the start date on a pack or prepaid plan membership. How to pre-sell a pack or prepaid plan.
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Written by Mitch
Updated over a week ago

How to change your membership cancellation settings

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Written by Mitch
Updated over a week ago

How to view active customers of a particular membership

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Written by Mitch
Updated over a week ago

Edit Membership Terms and Conditions

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Written by Mitch
Updated over a week ago

How to change the price on a recurring membership for new customers

Bulk edit payment plans for new members
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Written by Mitch
Updated over a week ago

FAQ: How can I change the order my memberships are displayed?

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Written by Mitch
Updated over a week ago

FAQ: Is it possible to update the membership terminology?

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Written by Mitch
Updated over a week ago

Viewing memberships that are not for sale and have no active members

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Written by Mitch
Updated over a week ago

Apply a discount code to an active recurring membership

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Written by Mitch
Updated over a week ago

Create memberships for new customers only

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Written by Mitch
Updated over a week ago

How to add an image to a membership description

Add an image to a membership description
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Written by Mitch
Updated yesterday

Delete a membership

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Written by Mitch
Updated over a week ago

How to add a payment to a recurring membership

Add an ad hoc payment to a recurring membership
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Written by Mitch
Updated over a week ago

Managing one on one membership offerings

Sell one on one sessions and packs. 1-2-1 and appointment memberships. PT packs and memberships.
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Written by Mitch
Updated over a week ago

Removing holds

How to delete membership holds in bulk or individually.
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Written by Vicki Morillo
Updated over a week ago
Customer Management

How to flag issues on a customer profile

Can I add a note to a customer's profile?
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Written by Vicki Morillo
Updated over a week ago

Transitioning to Forms and Fields

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Written by Mitch
Updated over a week ago

Adding an image to a customer's profile

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Written by Mitch
Updated over a week ago

FAQ: How to export customer marketing preferences

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Written by Mitch
Updated over a week ago

How to change or remove a payment method from a customer's recurring membership

Remove or change a payment method on a recurring membership
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Written by Mitch
Updated over a week ago

Make a recurring reservation from a customer profile

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Written by Mitch
Updated over a week ago

Setting your New customer criteria

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Written by Mitch
Updated over a week ago

Setting your Slipping Away customer criteria

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Written by Vicki Morillo
Updated over a week ago

Setting your Inactive Customer criteria

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Written by Vicki Morillo
Updated over a week ago

Apply a discount code to new customers only

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Written by Mitch
Updated over a week ago

Registering a customer for a class

Can I book customers into classes?
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Written by Vicki Morillo
Updated over a week ago

Add an account credit to a customer profile

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Written by Mitch
Updated over a week ago

How to merge customer accounts

Can I merge two customers? How to merge customer profiles.
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Written by Mitch
Updated over a week ago

Editing a recurring class reservation

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Written by Mitch
Updated over a week ago

Upgrade or downgrade a membership on behalf of a customer

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Written by Mitch
Updated over a week ago

How to remove a discount code from a customers membership

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Written by Mitch
Updated over a week ago

FAQ: Is it possible to undelete a deleted customer profile?

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Written by Mitch
Updated over a week ago

Deleting a customer profile

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Written by Mitch
Updated over a week ago

How to resend an invitation to a customer

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Written by Mitch
Updated over a week ago

How to change a membership start date and update the first payment

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Written by Mitch
Updated over a week ago

How do I email all of my customers from TeamUp?

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Written by Mitch
Updated over a week ago

How can I change the day my customer's recurring membership is billed on?

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Written by Mitch
Updated over a week ago

Adding a family member to an existing profile

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Written by Mitch
Updated over a week ago

Record a class usage against a customer's class pack

Deduct a class from a customer's class pack membership
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Written by Mitch
Updated over a week ago

Add a membership on behalf of a customer

Adding a membership to a customer profile from the business side
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Written by Mitch
Updated over a week ago

How to put a customer's recurring membership on hold

Hold individual customer memberships. Freeze or pause a recurring membership. How to edit or delete membership holds.
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Written by Mitch
Updated over a week ago

Cancelling a membership on behalf of your customer

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Written by Mitch
Updated over a week ago

Customise membership usage limits for a specific customer

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Written by Mitch
Updated over a week ago

FAQ: How can I make a partial refund on a customer's payment?

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Written by Mitch
Updated over a week ago

Adjust the account credit amount on a customer's profile

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Written by Mitch
Updated over a week ago

Adjusting the billing date on a customer's monthly membership

Change the bill date of a customer's membership
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Written by Mitch
Updated over a week ago

Overriding payment method defaults for individual customers

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Written by Mitch
Updated over a week ago

Adjust an upcoming payment for a customer

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Written by Mitch
Updated over a week ago

Add a payment method to a monthly membership for your customer

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Written by Mitch
Updated over a week ago

Using the payment flow on a customers profile

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Written by Vicki Morillo
Updated over a week ago
Triggers and Notifications

Notification types sent to the business

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Written by Mitch
Updated over a week ago

Updating your notification preferences

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Written by Mitch
Updated over a week ago

Add a late cancellation notification

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Written by Mitch
Updated over a week ago

Adding a pre/post/milestone Class/Appointment notification

How do I send my customers an email before class/appointment? Can I email attendees after a class/appointment?
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Written by Mitch
Updated over a week ago

Add/edit/delete a Class/Appointment registration confirmation notification

Do customers get an email after they book a class/appointment? Can I send my customers a confirmation when they register for a class?
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Written by Vicki Morillo
Updated over a week ago

Adding a pre/post course trigger and action

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Written by Mitch
Updated over a week ago

Membership purchase notifications

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Written by Mitch
Updated over a week ago

Automated Birthday Notifications

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Written by Mitch
Updated over a week ago

Customise your own email notifications

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Written by Mitch
Updated over a week ago

Editing a trigger or trigger action

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Written by Mitch
Updated over a week ago

FAQ: How to track when a trigger action has been sent

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Written by Mitch
Updated over a week ago

Introduction to pack running low notifications

Send an automated email when a customer's pack is running low. Prompt them to re-purchase or upgrade their pack.
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Written by Vicki Morillo
Updated over a week ago

How to create a Pack Running Low notification

How to set up an email to let your customers know that their pack is running low. Remind them to purchase another pack or suggest an upgrade
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Written by Vicki Morillo
Updated over a week ago

How to edit/delete a Pack Running Low notification

Editing/deleting Pack Running Low email notifications.
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Written by Vicki Morillo
Updated over a week ago

View and monitor your Pack Running Low notifications

Manage Pack Running Low notifications from your business dashboard.
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Written by Vicki Morillo
Updated over a week ago
Managing Payments and Billing

Update Membership For Sale Status

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Written by Mitch
Updated over a week ago

How to skip membership payments

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Written by Vicki Morillo
Updated over a week ago

Editing upcoming billing

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Written by Mitch
Updated over a week ago

Process a pending offline membership payment as an online bill

Convert an offline payment into an online bill.
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Written by Mitch
Updated over a week ago

Confirming, cancelling, editing, and managing pending offline payments

How to manage your offline payments on TeamUp. How to block registrations on a membership with an overdue offline payment.
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Written by Mitch
Updated over a week ago

Creating Taxes and Fees

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Written by Mitch
Updated this week

FAQ: How can I block a membership from being used when it has pending payments

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Written by Mitch
Updated over a week ago

Managing payment methods for different types of purchases

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Written by Mitch
Updated over a week ago

Stripe - How long do payouts take?

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Written by Mitch
Updated over a week ago

Resolving failed Direct Debit payments with GoCardless and TeamUp

What should I do if a GoCardless payment fails?
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Written by Mitch
Updated over a week ago

Change the bank account money gets paid into (Stripe)

How to change your incoming bank account (Stripe)
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Written by Mitch
Updated over a week ago

How to change your incoming bank account (GoCardless)

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Written by Mitch
Updated over a week ago

Unskip previously skipped membership payments

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Written by Mitch
Updated over a week ago

GoCardless - How long do payouts take?

When will I receive my payments from GoCardless? How long do GoCardless payments take?
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Written by Mitch
Updated over a week ago

Can I cancel a pending payment (GoCardless)?

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Written by Mitch
Updated over a week ago

How to make refunds

How can I refund a customer?
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Written by Mitch
Updated over a week ago

Managing cash payments with TeamUp

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Written by Mitch
Updated over a week ago

Does TeamUp integrate with any accounting software i.e. Quickbooks, Xero, Sage?

Use TeamUp reports to import data into your accounting software. Automations with GoCardless and Stripe also exist.
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Written by Mitch
Updated over a week ago

What can you do with Open Invoices?

What are open invoices? Why are my payments pending? What happens when a payment fails?
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Written by Vicki Morillo
Updated over a week ago

Open invoices - Pending

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Written by Vicki Morillo
Updated over a week ago

Invoices - Pending Offline

Understanding Pending Offline Invoices and how to manage them
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Written by Vicki Morillo
Updated over a week ago

Open Invoices - Bills

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Written by Vicki Morillo
Updated over a week ago

Invoices - Failed

Where can I resolve failed payments?
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Written by Vicki Morillo
Updated over a week ago

GoCardless - safe refunds

What are safe refunds with GoCardless?
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Written by Mitch
Updated over a week ago
Reporting

An overview of reporting

How to generate reports on TeamUp.
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Written by Mitch
Updated over a week ago

Reports - Course Session Attendances

Can I download a list of course attendees? How can I see a list of who's registered for a course and their details (name, phone, email)?
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Written by Vicki Morillo
Updated over a week ago

Reports - Class Attendances

How can I view the average number of attendances? Which customers haven't shown up for class? How can I see who's late-cancelled?
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Written by Vicki Morillo
Updated over a week ago

The Activity Feed

Can I check my customers' registrations and activity? How do I know if my notifications are being sent?
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Written by Vicki Morillo
Updated over a week ago

Reports - Instructors

How many hours have my instructors worked? Is there a payroll report on TeamUp?
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Written by Vicki Morillo
Updated over a week ago

Reports - Customer Birthdays

See upcoming customer birthdays
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Written by Vicki Morillo
Updated over a week ago

Reports - Customer Referrals

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Written by Vicki Morillo
Updated over a week ago

Reports - Slipping Away

Track customers who haven't been attending class lately.
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Written by Vicki Morillo
Updated over a week ago

Who's missing? Who's not showing up?

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Written by Mitch
Updated over a week ago

Other Customer Reports

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Written by Vicki Morillo
Updated over a week ago

Reports - Memberships

View a list of memberships currently on hold, see how many active memberships you have, how many people cancelled their membership, and more
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Written by Vicki Morillo
Updated over a week ago

Reports - Store orders

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Written by Vicki Morillo
Updated over a week ago

Reports - Field Changes

See customer field changes at a glance
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Written by Vicki Morillo
Updated over a week ago

Searching for new customers

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Written by Mitch
Updated over a week ago

Download Pending and Upcoming Payments

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Written by Mitch
Updated over a week ago

Reports - Discount Codes

How many people have used a discount code? How many discount codes has a customer used? Is there a discount codes report?
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Written by Vicki Morillo
Updated over a week ago

How to determine revenue per class type or per instructor

Determine revenue per class or per instructor
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Written by Mitch
Updated over a week ago

Average customer lifespan

Generate a membership duration report. How long have my customers been with me?
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Written by Mitch
Updated over a week ago

Why does my CSV download open in Safari?

Downloading CSV file opens in Safari browser. Reports not opening in Excel.
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Written by Mitch
Updated over a week ago
Managing your booking and registration settings

Waitlist settings

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Written by Mitch
Updated over a week ago
FAQ's

How to leave product feedback

Suggest a change to the product. Request a feature. Improvements to the product.
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Written by Mitch
Updated over a week ago

How to book a demo of TeamUp

Book a demo for a screen share run through of TeamUp
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Written by Mitch
Updated over a week ago

How do I stop customers from being able to buy a membership?

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Written by Mitch
Updated over a week ago

FAQ: Why can't my customer book a particular class

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Written by Mitch
Updated over a week ago

How to track and action no shows

Track and action no shows and late cancellations
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Written by Mitch
Updated over a week ago

How to edit your business name

Change the business name show to business users and customers
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Written by Mitch
Updated over a week ago

FAQ: How does GoCardless keep your payment details safe?

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Written by Mitch
Updated over a week ago

FAQ: My calendar only shows events for the next 20 weeks

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Written by Mitch
Updated over a week ago

FAQ: When opening .CSV file all data appears in one column

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Written by Mitch
Updated over a week ago

FAQ: What is 'credit from past subscription'?

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Written by Mitch
Updated over a week ago

FAQ: How can I download a list of all class attendances

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Written by Mitch
Updated over a week ago

FAQ: Are my customers' payment details safe

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Written by Mitch
Updated over a week ago

How do I add another business account?

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Written by Mitch
Updated over a week ago

What do the customer profile icons represent? - mobile version

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Written by Mitch
Updated over a week ago

What is Kiosk and how is it used?

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Written by Mitch
Updated over a week ago

Will my customers receive a receipt after making a purchase

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Written by Mitch
Updated over a week ago

FAQ: How are service fees calculated?

How are active customers defined with TeamUp billing?
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Written by Mitch
Updated over a week ago

How do I cancel my TeamUp account?

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Written by Mitch
Updated over a week ago

How can I book a call?

How can I schedule a call? How can I call TeamUp? How can I contact TeamUp?
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Written by Mitch
Updated over a week ago