TeamUp Help Center

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TeamUp Help Center

For Business Owners

For Business Owners

Extensive knowledge base to help you with self-service support

The Dashboard

🎥 An overview of the TeamUp Dashboard (w/ VIDEO)

How to change your date format

The Calendar

The Calendar

Events

🎥 An overview of events: Classes, Appointments, and Courses (VIDEO)

How to create one-off events in TeamUp

How to unregister customers from classes, appointments, and courses

Events - Classes

An Overview of the differences between Classes and Appointments

🎥 How to set up a Class Type and schedule (w/ VIDEO)

How to end a time slot

How to create a class that repeats every 2, 3, 4 weeks

Adjusting the Class Type visibility

How to change a class name

How to change the prices on your Class Types

Add alternate pricing for specific class times

Delete an alternate pricing

How to edit a Class Type's details, pricing and schedule

Changing the class size limit on a time slot

Bulk timeslot editing

Cancelling classes, class schedules, and Class Types

How to cancel a class time slot

How to archive a Class Type

How to edit a class (on a specific date and time)

How to cancel a class (on a specific date and time)

🎥 Bulk cancel classes between two dates (w/ VIDEO)

How to view your cancelled classes

How to un-cancel a class (on a specific date-time)

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

An overview of recurring reservations

🎥 Make a recurring class reservation for a customer (w/ VIDEO)

Track your recurring reservations

🎥 How to check off attendance (w/ VIDEO)

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

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

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

How to create donation-based classes

How to add an internal note to a class

See more

Events - Appointments

🎥 How to set up an Appointment Type (w/ VIDEO)

How to reorder your Appointment Types

Can I delete an Appointment Type?

🎥 Managing instructor availability for Appointments (w/ VIDEO)

🎥 How to manage an instructor's Availability Schedule/s (w/ VIDEO)

How to delete an instructor's availability schedule

How to block time across all availability schedules for an instructor

Creating overrides on availability schedules for Appointments

How to use the Instructor Availability tool

How to assign Appointment Types to instructor availability schedules

Can an instructor manage their own availability for Appointments?

Scheduling an appointment for a client

How to book more than one client into the same appointment

Can my clients book Appointments through the app?

Can I book appointments retrospectively?

Can recurring reservations be used with Appointments?

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

Adding forms and waivers for Appointments

Transitioning from Classes to Appointments

See more

Registration Settings for Classes/Appointments

Understanding Registration Settings

What are registration timelines?

Adding a new registration timeline

Editing registration timelines

Registration settings - set how far in advance customers can register for classes

Registration settings - setting a cancellation cutoff time for Classes and Appointments

Allow customers to book classes or appointments that have already started

Overriding the "Registrations Open" setting on a specific class

Waitlist settings

How to disable waitlists

Calendar settings

Using a Nightly Blackout Period for Waiting List Spot Expirations and Class Cancellations

See more

Events - Courses

🎥 How to create a Course Type (w/ VIDEO)

🎥 Scheduling a course (w/ VIDEO)

How to edit a Course

How to change a Course's venue

Cancelling a course

How can I download a list of all course attendees?

Managing course registrations and attendances

See more

Forms & Documents

🎥 Introduction to Customer Forms (w/video)

Signup Forms explained

Pre loaded forms explained

Why can I not delete certain forms?

Create a Form

How can I edit the available genders, and add a preferred pronouns option?

What's the difference between Forms, Waivers and Policies?

Staff permissions required to manage Forms

Non-participating sign up form explained

Creating a pre-registration/purchase form

How to edit the settings on an existing Form

Add/Remove Fields to/from a form

How to create Forms that expire or require customers to resubmit periodically

Deleting Forms

Reordering Forms

Managing Forms on a customer profile

Form Notifications

Managing Waivers

Add a Policy

Delete a Policy

FAQ: Is it possible to update a policy?

Archiving a Policy

See more

Fields

Introduction to Customer Fields

What permissions are required to manage fields?

System Fields Explained

Pre-loaded fields explained

Why can I not delete certain fields?

Creating fields

Multiple choice fields

Deleting Fields

Editing fields

Enabling marketing preferences

How to complete fields on the customer profile

View and edit customer profile fields

Understanding and using the customer field list

See more

Reporting

How to report on the average lifetime value of a customer?

Reports - All Store Order Items

How many memberships were purchased during a certain time period?

How many memberships were cancelled during a certain time period?

Reports - Membership Holds

Reports - All Customers

An overview of reporting

Reports - Class Attendances/All Attendances

Reports - Classes/All Classes & Appointments

Reports - Course Session Attendances

Reports - Waivers

Reports - Instructor Hours and Pay Rates

Reports - Customer Birthdays

Reports - Field Changes

Reports - Discount Codes

Reports - Customer Referrals

Reports - Memberships

Reports - Store Orders

Other Customer Reports

Reports - Slipping Away

Searching for new customers

Average customer lifespan

How to determine revenue per class type or per instructor

Why does my CSV download open in Safari?

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

The Activity Feed

Download Pending and Upcoming Payments

Access the new reports menu

See more

Customer Management

How to set up and manage customer check-ins

How to add multiple registrations to a customer's profile

How to put a customer's membership on hold

Add an account credit to a customer profile

How to flag issues on a customer profile

Add a payment method to a monthly membership for your customer

Adjust an upcoming payment for a customer

Overriding payment method defaults for individual customers

Adjusting the billing date on a customer's monthly membership

Adjust the account credit amount on a customer's profile

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

Customise membership usage limits for a specific customer

Cancelling a membership on behalf of your customer

🎥 Add a membership on behalf of a customer (w/ VIDEO)

Record a class usage against a customer's class pack

Adding a family member to an existing profile

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

How do I email all of my customers from TeamUp?

Add a membership and change the start date

How to resend an invitation to a customer

Delete a customer profile

Is it possible to undelete a deleted customer profile?

How to remove a discount code from a customer's membership

Upgrade or downgrade a membership on behalf of a customer

How to merge customer accounts

Registering a customer for a class

Apply a discount code to new customers only

Setting your Inactive Customer criteria

Setting your Slipping Away customer criteria

Setting your New Customer criteria

Make a recurring reservation from a customer profile

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

FAQ: How to export customer marketing preferences

Adding an image to a customer's profile

How to upload a customer's vaccination certificate to TeamUp

🎥 Editing, cancelling, and deleting recurring class reservations (w/ VIDEO)

Add a Customer

How to track and action no shows

Why can't my customer book a particular class

How to block members from booking sessions

See more

Settings

Archiving / Unarchiving venues

🎥 Setting your email branding (w/ VIDEO)

How to add venues and rooms

Customer settings

Family Settings

See more

Customer Referrals

Introduction to customer referrals

Referral settings

Viewing who referred a customer from your business dashboard

How to confirm referrals

How to cancel referrals

Add a referral from the business dashboard

Referral notifications

Referrals with families

How do customers use referrals?

How to view a customer referral code from your business dashboard

See more

Communications - Email and SMS Notifications

An overview of SMS notifications

How to enable SMS Notifications (Spain, France, Germany, Ireland and Netherlands)

🎥 An overview of Notifications (VIDEO)

Do customers receive an email when their membership hold ends?

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

Adding a pre/post/milestone Class/Appointment notification

Membership purchase notifications

Create a pre-post class notification for your staff

Updating your notification preferences

Adding a pre/post course notification

Introduction to pack running low notifications

How to create a Pack Running Low notification

How to edit/delete a Pack Running Low notification

View and monitor your Pack Running Low notifications

Automated Birthday Notifications

Add a late cancellation notification

How to enable SMS Notifications (United Kingdom)

How to enable SMS Notifications (Canada)

How to email customers on a specific membership after attending their first session

See more

Managing Pricing, Memberships and Plans

I have added one-plus pricing but can't see this when making a purchase for a customer

Membership usage - when is it deducted, when is it refunded automatically, and can it be refunded manually?

🎥 An overview of Memberships (VIDEO)

🎥 Add a Recurring Membership (w/ VIDEO)

Add a payment plan for a recurring membership

🎥 How to remove a membership payment plan and add a new one (VIDEO)

How to add a payment to a recurring membership

Recurring membership Usage Limits

How to change your membership cancellation settings

🎥 How to change the price on a recurring membership for existing customers (w/ VIDEO)

🎥 How to change the price on a recurring membership for new customers (w/ VIDEO)

🎥 Add a Pack (w/ VIDEO)

Pack Usage Limits

🎥 Add a Prepaid Plan (w/ VIDEO)

Change the start date on a Pack or Prepaid Plan

How to extend expiration dates on packs and prepaid plans

🎥 What is One Use Plus pricing, and what can it be used for? (VIDEO)

How to create drop-ins in TeamUp

Managing membership categories

How can I change the order my memberships are displayed?

An Overview of Membership Tools

How to update the terminology on your TeamUp account

How to add an image to a membership description

How to put memberships on hold in bulk

How to edit or end holds in bulk

Edit a membership payment plan

How to change the payment/billing date for all your customers

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

Process a pending offline membership payment as an online bill

Removing holds

Update Membership For Sale Status

🎥 How to delete a membership (w/ VIDEO)

Create memberships for new customers only

Apply a discount code to an active recurring membership

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

Edit Membership Terms and Conditions

How to view active customers of a particular membership

Managing one on one membership offerings

What does "Registrations Blocked" mean?

How to exclude/remove a specific class from your free trial offering

See more

Managing Payments and Billing

🎥 How to accept payments through TeamUp (VIDEO)

🎥 Payments, Billing, and Revenue (w/ VIDEO)

Payouts

How to reverse an Account Credit refund

GoCardless vs Stripe

Stripe - what, why, how?

Which cards and payment types can I accept with Stripe?

Stripe - How long do payouts take?

How long do transfers take? (Stripe)

Change the bank account details money gets paid into (Stripe)

GoCardless - what, why, how?

Can customers make payments when my GoCardless account is still in review?

GoCardless - How long do payouts take?

GoCardless - safe refunds

Cancel a pending payment (GoCardless)

Resolving failed Direct Debit payments with GoCardless and TeamUp

How long will a payment take to complete? (GoCardless)

Managing cash payments with TeamUp

Confirming, cancelling, editing, and managing pending offline payments

Confirming offline refunds

Bulk cancel pending offline payments

How to make refunds

Unskip previously skipped membership payments

How to change your incoming bank account (GoCardless)

Managing payment methods for different types of purchases

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

🎥 Creating Taxes and Fees (w/VIDEO)

Editing upcoming billing

How to skip membership payments

Where are my Stripe Invoices?

A Stripe transaction doesn’t have a name listed, how do I find the customer in TeamUp?

See more

Staff

Thinking of leaving TeamUp?

Can I use the same email for multiple Staff members?

Account Owners explained

Adding staff members

How to resend an invitation to a staff member

Delete a staff member

Managing your business account login details and settings

Creating instructors and adding them to Classes, Appointments and Courses

How to edit an existing staff member

Edit staff member permissions

How to edit the notifications settings of an existing staff member

Updating staff images

Disable notifications on TeamUp

See more

Discount Codes

Setting up a discount code

How to bulk-create discount codes

Updating purchase type validity on discount codes

Override discount validity of a class or course

Can discount codes be deleted?

Viewing active/inactive discount codes

See more

The Store/Shop

How to add postage costs to your TeamUp Store/Shop

What can I do with my TeamUp Store?

How to add a new store product variant to a store item

How to set a store variant to inactive

How to adjust product inventory in your TeamUp store

Adding product images to your store items

Change the order of store products

How to share a store product URL to your TeamUp store

How to archive a product

Managing store orders

Cancel an open store order

Store order confirmation from class attendance lists

Gift Vouchers

Adding products/items to your TeamUp store

See more

To-dos

Introduction to the To-dos section (w/ VIDEO)

The To-dos section on the dashboard

Transitioning to To-dos

To-Dos: Invoices - Pending Offline

To-Dos: Invoices - Open

To-Dos: Invoices-Bills

To-Dos: Invoices - Failed

See more

Data

Data Processing Agreement

Customer Experience

How can I change my logo on TeamUp?

Setting up your TeamUp Customer Site

Customize your Customer Site

The Customer Site URL

The TeamUp Widget

How to see TeamUp as a logged-in customer

How to set up TeamUp's free trial widget

Adding your widget to a Google Sites website

Adding your widget to a Weebly site

Adding your widget to your Yell.com website

Adding your TeamUp widget to your 123 Reg website

Adding your widget to ClickFunnels

Adding your widget to a Wix site

Adding your widget to a GoDaddy site

Adding your widget to a Squarespace site

Adding your TeamUp widget to a WordPress Site

Add a link to your TeamUp customer site from your Instagram account

Facebook: Update the Action Button to redirect to your TeamUp members site

Why am I seeing “an account associated with this email already exists”

How to add colour to an appointment, class, or course?

See more

Kiosk

What is Kiosk and how is it used?

FAQ

Reactivate an expired recurring membership

Does TeamUp support Webhooks?

How to transfer a membership from one customer to another

Do memberships prorate automatically?

Where can I see my Community Happiness reviews?

How can I contact support?

Why doesn't TeamUp work on my browser?

How can I change a customer's email address?

Why was my customer removed from class?

How to generate a QR code for your TeamUp Customer Site

How can I add Google Drive images to a TeamUp notification?

Can I get a receipt for my TeamUp service fees?

How to offer room hire in TeamUp

FAQ: How can I generate my service code?

Does TeamUp charge VAT?

How to email customers on hold

What's the difference between classes and courses?

Which languages does TeamUp support?

How to update your payment details for TeamUp service fees

How to share your TeamUp referral code with another business

How are subscription fees calculated?

Can I add VAT to my prices? Can I add taxes to purchases?

Will my customers receive a receipt after making a purchase

What do the customer profile icons represent? - mobile version

How do I add another business account?

Are my customers' payment details safe?

What is 'credit from past subscription'?

When opening a .CSV file all data appears in one column

My calendar only shows events for the next 26 weeks

How does GoCardless keep your payment details safe?

How to edit your business name

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

How to book a demo of TeamUp

How to leave product feedback

Add TeamUp web app to your iPad

Add the TeamUp web app to your mobile home screen

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

FAQ: Why does my Stripe invoice not have a Stripe VAT Number?

FAQ: Does TeamUp have a business app?

FAQ: Including customer pronouns in their profile

How to bypass the cookies error on the TeamUp widget (Safari)

I can't customise my notifications, how do I enable this?

Best practices when raising a support query

How to check your TeamUp service fee history

How to view your upcoming billing

How can I bulk-delete customers?

See more

Pay Rates

How to manage instructor Pay Rates

Community Happiness (reputation management)

The Community Happiness feature