Global Product Manual

We can do the heavy lifting for you! Here are just some of the things we provide:

We’ll cover all of these and much more throughout the manual.

Unlike traditional software that you install onto your computer:

See the list of hardware requirements below to make sure you’re getting the best experience.

Accessing the Software

Typing the Web address, or URL, for your club into your browser is all that you’ll need to do to access the Membr system.

Clubs are each given a unique URL and it’s a good idea to bookmark this for easy access.

For Australia and NZ, the URL takes the form of <clubname>.au.membr.com, so a typical address might be https://citygym.au.membr.com

The club’s log in screen will displayed next - these can use different colour schemes and logos, but always feature the same simple log in box:

At the start of a new day, the Reception screen will be empty. As your members enter the gym using their pin, QR code or whatever system you've installed, they are logged in a database and displayed on the Reception screen. A typical entry for a member is displayed like this:

At a glance, you see a photo of the member (assuming one has been added), the date they last accessed the gym, and lots more useful data besides. The items that may need more explanation include:

Flags

Flags are used to draw your attention to issues affecting the member; hover over the red box if you see one to display the reason (e.g. Incomplete PAR-Q).

Risk

This refers to membership risk, in other words, how likely this member is to remain an active member of your gym. Risk is calculated automatically and is based on recent attendance compared to historic attendance. However it takes approximately 5 weeks to build this profile and five different risk categories are assigned during or after the process:

Members can be manually logged on the reception screen too - handy if your membership scanner malfunctions, for example.

From the Reception screen, click on the Record a member entry button to open the member entry box:

Using this window, you can enter part of the member's forename or surname to narrow down the list of matching members that appear as you type.

When you find a match, you click on Record Entry to log the member into the system with the current time. If you prefer, you may also search/admit members using their membership number instead.

When you select the Reception screen, the date selector is automatically set to today's date, and the display lists members admitted to your gym today.

All previous admissions to your gym are logged and kept in a database too; you can view admissions from a week ago, a month ago, or even a year ago if you wish!

To view the admission events for a different day, click anywhere on the calendar icon/date selector to pop open the date picker window:

The first drop-down allows you to switch between a Single Date or a Date Range. Below this, you can set a date and an optional end date as appropriate.

To clear the date range and show reception events for the current day, just press the Clear button in the date picker, or use your browser's Refresh function.

Just under the Reception screen's title, you will see a search bar saying Search today's events. You can use this to search for any member who has come into the gym by entering your search text in the box. As you type, the list of entries that match your criteria will update.

The search list will show any members that match the text you enter; the more letters you type, the shorter the list of matches will become.

You can add a note to a member's profile so that when they next access the gym the note will be attached to their entry on the Reception screen. Useful if you want to alert reception staff to anything they need to know about the member:

If you have seen and acted on a reception note, click Remove to prevent it from appearing on this member's next visit.

Adding a Reception Note

Reception notes are added from the member's profile. The option can be found in the small drop-down menu next to their profile image:

Cancelling a Reception Note

A Reception Note can be removed after it appears on the Reception screen as described earlier, but you can also clear it from the member profile to prevent it from appearing too. Pick the Reception Note option from their profile menu again and use Clear Note:

You can find prospects using the same search box that you use for finding members (always at the top of the screen):

The search results will be split into separate categories for members, prospects, and staff.

(Find this in Sales -> Prospects -> Add Prospect)

It's easy to add a new prospect; just fill in the basic info, agree to the Ts&Cs and then hit either Add button to finish up!

Auto-added Prospects

Prospects can also come from different sources:

(Find this in Sales -> Prospects -> View All)

Clicking View All from the sales dashboard will show a complete list of all prospects on your database. The top of the list has a filter toggle that you can use to locate certain groups of prospect, such as marketing source or date range:

Prospect Profile

Similar to a member profile but more stripped back, a prospect profile captures all the basics about a sales lead; when they registered their interest, how we should contact them, contact details and more:

You can add a photo, plan follow-up calls, and even sign them up for full membership from here.

There are several built-in tools you can use to keep in touch with your prospects:

Prospect Mass Email

(Find this in Sales -> Prospect->Prospect Mass Email)

Use the mass emailer whenever you want to mail some, or all, of your prospects at once.

You might want to reach out to all prospects who've registered in the past 10 days for example, or only those prospects who heard about the gym through social media.

Let's look at a typical flow with the 5-step dialog:

1. Basic Details

   Simply a memorable name for this email internally, and a separate subject line that will appear in the recipient's inbox.

2. Email Design

   

   Select any of the five layout types for the email; the grey areas represent images that you'll need to supply when you create the message.

3. Content

   You'll see a fairly standard word-processing style toolbar with things like font style, bold, bullets etc.

   Note the tags on the right; use these to personalise the mail easily. For example {prospect_first_name} will be substituted with the actual recipients' names when processing later.

4. Recipients

   Use the filters to narrow down the list of prospects to include. The list of prospects below this will update as you make changes.

5. Confirmation & Send

   Check you're happy with the number of recipients. Send yourself a test email using the provided box if you like, note that 'Test with a member's details' is used when replacing any personal tags in the email, the member will NOT be emailed!

   

Prospect Mass Email List

The email jobs you create in the Prospect Mass Emails area are summarised in this Mass Emails list, and also queued-up for the mass email system to send (if you deferred them) on the date you defined. When the jobs run and the emails get sent, a record of the finished job is also stored here, and you can switch between viewing the pending and completed jobs listing using the Completed Jobs and Queue tabs respectively.

Prospect Pathways

(Find this in Sales -> Prospects Pathways)

In much the same way as for the Pathways options in the Members tab, Prospect Pathways let you define one or more emails that are sent to any (or certain types of) new prospect, after a series of specified delays when they sign up.

These mails will help you to stay in touch with your prospects and hopefully gently nudge them towards signing up - you might choose to mail them after a few days to remind them about a current membership promotion or open day, or simply to thank them for registering their interest, for example.

Unlike Prospect Mass Emails (which are sent as a one-off mail to existing prospects), Pathway emails can define a series of messages that get sent to any new prospects when they register. So in essence, Prospect Mass Emails are mainly a manual sales tool, whereas Pathways are an automated way of acknowledging and encouraging fresh prospects.

The list will be blank initially, but when you have some emails defined, they will display either a green disc or an amber disc to indicate their status; just as with Member Pathways, green=active and amber/yellow=inactive. You can click the disc to toggle between the two states.

A typical series of pathway emails might look like this: (remember, these are sent automatically once a prospect is created, so +3 days would be three days after the prospect was added to the system)

1. +1 day = 'Thanks for your interest in the gym, did you know... etc.'

2. +5 days = 'Did you know about the wide range of classes we offer? A full membership would.. etc.'

3. +10 days = 'Still interested in <name> gym? This month only, we're offering half price memberships... etc'

The inclub signup process uses an enhanced version of the online signup site. To get started, head to the Members->Add a new member option in the sidebar.

All Membr clubs get a flexible, bespoke signup portal. You can find the address of yours by looking on the Setup->Settings page:

Past members (i.e. those that have expired or cancelled memberships) can be signed up again using a Rejoin button on their profile:

Clicking Rejoin will jump to the familiar inclub signup process, with the added benefit that any fields will be pre-filled with relevant information where possible, taken from the existing member profile.

Finding Expired Members

Finding an expired or cancelled member profile is very straightforward, but they are hidden by default if you use the Members->View All Members option.

There are two main ways to find them:

(Find this screen in Sales -> Packages)

A wide variety of membership packages can be created to suit different requirements, including:

In addition, memberships can be upgraded using extras/upsells that are collectively known as Bolt-ons. These are comprised of Session Packs and Add ons.

All of your membership packages can be found on the Packages page and there are four different visibility types:

Note that all (non-archived) packages can always be joined in-club (using referral or promo codes where necessary), but only those packages that have been enabled specifically for online use will be available on your online signup site. This is set during package creation (or edited at any time later):

Package Options

You will see an options menu (a cog) to the right of any packages you've made. This menu gives you several options depending on the package visibility type.

For Active packages, you can:

• Edit the package to adjust most of its settings

• Hide the package, which will prevent new joiners from seeing it or joining it without a special offer code

• Archive the package, which will permanently hide it from joiners

• Duplicate the package, which will make an exact copy of the package using the same name with the word (copy) added to it.

For Referral packages, you can:

• Edit/Archive/Duplicate as per active packages, but note that you cannot hide a referral package.

For Hidden packages, you can:

• Edit/Archive/Duplicate as per active packages

• In addition, you can activate a hidden package to turn it back into an ordinary package visible to everyone.

There are no options for Archived packages.

(Find this in Sales -> Add new package, or by clicking Create a New Package on the Sales->Packages page)

There are a huge number of settings you can adjust to fine-tune every aspect of membership! You can offer different payment frequencies, delay membership payments to offer free introductory periods, include or exclude up-front fees and much more besides.

There are five steps in total to define a chargeable membership package, let's go through what's available:

Membership Bolt-Ons are additional items you can sell to members to enhance their membership. They can be sold on a one-off, or a recurring basis dependent on gym configuration. There are two main types:

Both types are created, managed, and sold in a very similar way, however, they are not yet fully enabled in all territories, so you might not see some of the related menu option(s) just yet. Where enabled, the main Bolt-on options can be accessed from the Sales menu:

Add-ons

You can get an overview of your available add-ons (or add more) by accessing Sales->Manage add-ons:

Using the settings menu next to each add-on, you can edit its details, or choose to hide it. When an add-on is hidden, it won't be offered for sale, and can be found on the Hidden tab shown above.

Items on the Hidden tab can be Activated again from a similar menu.

Session Packs

Head to Sales->Manage Session packs for an overview of the packs available at the club, or to create more:

Using the settings menu next to each pack, you can edit the pack's details, or choose to hide it. When a pack is hidden, it won't be offered for sale, and can be found on the Hidden tab shown above.

Packs on the Hidden tab can be Activated again from a similar menu.

Selling Bolt-ons

If Bolt-ons are enabled at the club, they can be sold directly from a member's profile. Locate the member profile to use and then select the Bolt-Ons tab to get started. Either or both types will be available here depending on club configuration:

Clicking the Buy new session pack/Buy new add-on button will slide out a panel to list the types defined at the club. Again, depending on configuration, a range of PIF and/or ongoing types will be listed.

When the member has purchased a bolt-on, their session packs or add-ons will appear on the corresponding tab:

Though anyone can potentially join your Active membership packages, you can also create special hidden packages that might offer various incentives too. These hidden packages can only be accessed using special Promo Codes to unlock them.

You can then market your Promo Codes on social media or through the press, for example, and even limit the promo code start or end dates so that new members only have a limited time to respond.

Your hidden packages might offer reduced rates to attract members maybe, but there are many other package settings you can adjust to make them more attractive, possibilities include:

To get started with promo codes, you'll need to have one or more packages that are Hidden as opposed to Active. See Membership Packages - Creating for more details.Membership Packages - Creating

Creating a Promo Code

Head to Sales->Special Offers and click Create Promo Code to get started. The following fields will need to be completed:

• Name - This is a descriptive name for the promotion that you can easily recognise later. This is purely for your use and is not the code given to sign-ups.

• Code - This is the code you'll promote to new joiners, and that they can enter to unlock the package(s) it relates to. Note that the code cannot contain spaces, but the system can generate a random code for you if you choose not to make one up.

• Start and End dates - use the calendar to set your promotional period - after this expires, your code will no longer be valid and no packages will be unlocked.

The list of hidden packages you can promote is listed next; choose the packages you want this code to unlock and then mark the code as Active (if you want it to be valid straight away). Do not archive the code at this point.

If you now click on Create promo code, your code will be added to the Active or Inactive tabs accordingly and the process is complete.

Once your offer code is created, the entry will look similar to the above. If the offer is current/active, you will see a green disc in the Status column. If it is inactive it will show red. If you expand the edit menu, you will see options to:

• Edit promo code - Use this to adjust any of the parameters you entered, such as date range etc. If the code is currently inactive, you can set it to active again in here.

• Switch off code - This quickly and simply deactivates the code, preventing anyone from using it for sign-ups. The special offer will move from the active list, to the inactive list.

• Archive Code - This also deactivates the code but files it in the archive tab instead.

• Open Sign Up URL - Use this to jump to your sign up page with the promo code already entered to test it. If the code is active and within the date range you chose, you should see your hidden package unlocked at the top of the page in the Promo section:

  

  Tip

  In the same way, you can copy this URL (which conveniently includes the promo code) to direct people to your sign-up page and automatically unlock the hidden package too.

All members have a detailed profile that gathers together everything you might need to know about them. You'll find basic info such as name, address, email, and join date on the left-hand side, along with their access status and photo if you've taken one. See Update Member Details If you need to make changes to any of these!

Across the top of the profile are a variety of tabs that cover all other aspects of the membership. By default, the Membership tab is selected - just click on the other tabs across the top of the profile to drill down on different aspects - you'll find things like payments, a summary of their gym visits, membership upgrades, and many more.

Finding Members

You can quickly locate a specific member profile by typing part of their first or last name into the search bar at the top of the screen. A list of matches will start to appear once you've typed a few characters; the more you type, the easier it will be to find the profile you want:

You can also view a complete list of your members using the Members->View All Members option.

This can literally list everyone who has ever been a club member, including expired members if needed. By default, however, the view lists active members according to status type.

There are a wide variety of filter types that let you view members according to package, payment issue and many others. Many of the filter drop-downs let you select multiple types:

The upper part of the left-hand panel contains the member's name, photo and membership number. Immediately below these are the status indicators for Risk and Activity.

The member profile is a window onto all the information we hold or track about a member and their activity. Many fields are filled in as part of the signup process, but naturally, some can be edited and updated later as necessary.

Update Personal Details

The left-hand strip of the profile gathers together all of the member's personal and miscellaneous details, including gym/door access settings. Everything else, such as payments or membership documents, can be found on the specific tabs across the top of the profile window.

The personal details that can be edited include:

• Name

• Address

• (home) Telephone

• Mobile number

• Email address

• DOB

• Assigned trainer

• Various marketing preferences, eg 'subscribed to emails'

To update any of the items listed above, click on Edit Profile (next to their photo) to reveal edit boxes around the fields that can be changed:

Note

You might need to scroll the screen to access all the fields; make sure you scroll back to the top and click the Save button when you finish, or else your changes will be discarded!

Update Profile Picture

All profiles store a photo to help identify the member. This is initially a blank placeholder but can be replaced with an image grabbed via webcam in-club, or uploaded from an existing file.

You do not need to click Edit on a member profile to do this as there is a Change Photo beneath the profile picture for direct access to the capture function:

• If you choose the webcam option, you'll see a live preview of the camera image in the box; frame the view and click capture when you're happy.

• The upload option will allow you to choose a file from your PC up to 2MB in size. You can crop the image using a selection box once the image uploads, and popular formats such as JPG, PNG and GIF are supported.

Update Password

You do not need to click Edit on a member profile to change their password as there are shortcuts to change this directly:

Click:

• Reset to send a password reset email to the member's registered email address. This provides a link that they can use to provide a new password from their PC or mobile device.

• Edit to enter a new password in-club now; this needs the the member to either tell you their choice or for you to hand over the keyboard for them to enter it.

Update Subscription

Staff can't directly manipulate member subscription details, but all members with a subscription automatically get a personalized payment portal where they can make changes.

If the member needs a reminder of the details, you can email them a link directly from their profile - head to the small drop-down menu next to their photo::

Update Access Details

You do not need to click Edit on a member profile to change their access details as there are shortcuts to change these directly.

The exact options available will depend on the access system in use, such as PIN, fingerprint, QR etc.

However, all access options can be found by expanding the access area, immediately below the profile picture, here are the options displayed for a simple PIN system:

All systems will display an Access level which determines which door(s) can be opened with their code. For example, you might have a Staff access level that allows all doors to be opened, or a Female access level that allows access to the gym itself, and female changing rooms only.

See Inclub Signup for details!

Members can change the package they are subscribed to at any time*. Their future subscription payments will be updated accordingly, and a note will be added to their profile detailing the change, and who made it.

_{*If a subscription payment is currently processing the Change Package button will be disabled.}

The referral scheme is a great way to encourage members to recommend family and friends to your gym, thus growing your membership!

It rewards the referring member*, and can provide access to special referral-only memberships for new joiners.

When the referral system is enabled, you will see an entry like this on a member's profile:

_{*The exact nature of the incentive depends on the gym. We recommend giving a free month of membership to the referring member, but it is entirely up to you. Your onboarding/sales contact will be able to advise you.}

All existing members get a unique referral code they can pass on to anyone they want to recommend to your gym. The referral code can be found in the sidebar of a member profile.

When a friend or family member joins the gym using this code (typed in on the signup page), it identifies the member who referred them and unlocks any special referral-only packages (that might offer a special rate or preferential terms).

So long as the new signup enters the referral code on the website, the member who recommended them will be acknowledged; the package they choose is unimportant.

The new signup's name/photo will be added to the My referrals area on the original member's profile page:

New referrals will show with a question mark - these need to be approved by a staff member before any reward/incentive is due to the original member (to allow for new member failed payments, no-shows, etc.). To do this, hover over the picture and choose from the options presented.

A membership freeze temporarily pauses a membership; during the freeze period, ongoing payment collections are stopped (or optionally reduced) and gym access is disabled.

When the freeze period ends, gym access resumes and normal payment collections begin again. If the membership has an expiry date, this is extended by an amount equal to the freeze period.

When you apply a freeze, the member's status will change from Active to Active | Freeze Scheduled, and then to Frozen when the freeze period is active. A note will also be added to their profile giving details of the freeze and the staff member who actioned it.

Creating Freeze Products

To create suitable products to use for chargeable freezes, head to the POS->Manage Products area and click the Create New Product button:

All the settings for a new product are defined on a single page, be sure to set the Product type to Freeze:

Assigning Freeze Products

Once you have created suitable products to use for chargeable freezes, you need to decide which membership packages will use them, and update the package settings accordingly.

Head to Sales->Packages to see the list of packages at the club, and edit any that you want to apply the chargeable freeze to. When you edit the package, on the first tab (Basic details) you'll see the Freeze product code drop-down shown previously, select the appropriate product here:

Keep clicking Next and then Finish to save your changes. Any members who request a freeze on such packages in future will be billed at the rate attached to the freeze product you selected.

A member's next subscription payment can be skipped directly from their profile.

Find the profile you want to use and then:

When a membership is suspended, the member is prevented from accessing the gym but their payments will continue to be collected. For example, you might want to suspend a member for a short time because they have been abusive towards staff.

A membership can be cancelled immediately, or scheduled to end at a future date. Once the cancellation takes effect, door access is revoked, any payment instructions are cancelled and the member's status will change to Cancelled. Their profile will remain in your database so they can rejoin easily at a later date, however.

Expired members can be renewed easily as their profiles (and all their associated information) are kept on the Membr system, ready to be reused if they decide to renew.

Viewing a list of expired members

If you go to the Members->View All Members option, the default behaviour is to list active members. To see expired or cancelled members instead, expand the Status filter and check the types you wish to see - you can toggle as many as you need:

There are several built-in tools you can use to keep in touch with your members:

Expand any of the sections below to find out more:

Direct Personal Email

You can contact a member directly with a one-off personal email. From their profile drop-down menu, use the Send email option - this opens a dialog containing a simple editor with font and paragraph settings, as well as numerous personalisation tags can be substituted for the correct values when you send:

Notice that you can choose any existing system mail to use as a template, for example, you could copy the Class Missed email to use as a quick starting point. You could make it more personal or add a special message - anything you add is for this email only - the template you used will be unchanged:

When you send the email, a record of who sent the email along with other brief details will be stored on the member's Email History tab. A full copy of the email will also be kept there, but this is subject to storage limits and may be deleted eventually, typically a year.

Email Wizard

(Find this in Members->Email Wizard)

The Email Wizard allows you to design an email to send to your members. Once you have an email design you like, you can send it immediately, or schedule it for a date in the future. You can also choose to send the email to some, or all, of your members using the various filtering options to narrow down the recipients.

The email design process is as follows:

1. The first step involves some basics:

   Mass Email Name - A memorable name to remind you what this mail is about later, for example, 'Summer Promo 10% - All Members'

   Email Type - This allows you to choose between Operational and Marketing emails (if you don't see the setting, your mail will be sent as a Marketing email).

   Operational emails are important emails that are sent to all members, even if they have previously unsubscribed or opted out. Marketing emails only get sent to members who have chosen to receive such mails ('opted in'). - Use operational emails to inform your members about something important that would affect their membership - a change of gym opening hours, or a temporary closure, for example.

2. 

   On the second step, you need to choose the layout for your email - most designs usually start with the text-only option on the right, but you can choose designs with one or more pictures as per the visualisations.

   If you choose a design with images, take careful note of their number (and relative size), as you will be required to provide them in the next step.

3. 

   In step 3 you actually build your email content. On the left you'll see familiar tools for styling your text - alignment, bold, italic etc.

   On the right, you'll see a list of Custom Tags. These will get substituted when the email job runs.

   For example, using Hi {FIRST_NAME}, would result in text saying 'Hi John', 'Hi Sarah' and so on as appropriate, when the email job executes.

   Hover your mouse over any of them for a full description of what the tag is substituted for.

4. 

   Now it's time to choose who to send the mail to!

   (1) Member Status - choose the member status types that you wish to include in your mailshot.

   (2) Sleeping Status - choose whether to email members who are Awake, Sleeping, or both.

   (3) Filters - a range of other filters that enable you to narrow down your mailing choice to specific types of member. You'll notice that you can enable multiple types in each filter selection.

   (4) As you change the filter options, you will see a preview of the selected members at the bottom of the screen.

   (5) Member toggles - You can enable or disable specific members from this list by clicking on these checkboxes.

   When you are satisfied with your recipient selections, click Next to advance to the final step.

5. In the final, Confirmation step, you are shown a preview of your email, and given an opportunity to send it to yourself (or another email address) to test how it looks - make sure you have selected a test member to generate the preview/test e-mail.

   Sending a test email does NOT mean that the member will receive the test - it only means that the member's details will be used to populate the tags such as {First_Name} and so on. Only the email address filled out in the Test email Field will receive the test email.

   If you press Finish at this point, the mass email/mailshot will run immediately, and the members you chose would receive it. Alternatively, you can set a date and time before you press Finish - in this case, the job will be scheduled to run at the date/time you specified.

Member Pathways

Pathways help to keep your members engaged by sending them personalised messages at pre-set intervals after they join. You set the intervals and design the content, and then the system automatically sends your emails whenever a new member signs-up, so you can leave the system to work by itself!

These emails are a great way to stay in touch with your members and increase retention - you might choose to mail them a few days after joining to see how they're settling in, then again after a week or two to promote your classes or a 'bring a friend' day etc.

Unlike Mass Emails (which are sent as one-off emails), Pathway emails define an entire series of messages that will get sent to any new members who join your club. So they are better at making new members feel more valued and engaged.

The pathways summary screen shows a list of the pathway emails you have already defined. You can clearly see the delay that is defined before each one gets sent, the subject line and the status - the green dot indicates that the mail is active, and will be sent as per your preferences, and a yellow/amber dot indicates that the mail is inactive or disabled. You can click this status disc to toggle between the two.

From this screen you can also choose to edit an existing pathway mail, or delete it entirely, using the drop-down menu on the cog icon. And of course, you can define a new pathway using the Add Pathway function.

You can easily make one-off changes to the next amount a member will be billed, or you can permanently update their subscription to affect all future payments.

Locate the member profile to get started, and then do either of the following:

Staff can't directly manipulate member payment details, but all members with a subscription automatically get a personalized payment portal where they can edit these.

If the member needs a reminder of their details, you can email them a link directly from their profile:

A membership freeze temporarily pauses a membership; during the freeze period, ongoing payment collections are stopped (or optionally reduced) and gym access is disabled.

When the freeze period ends, gym access resumes and normal payment collections begin again. If the membership has an expiry date, this is extended by an amount equal to the freeze period.

When you apply a freeze, the member's status will change from Active to Active | Freeze Scheduled, and then to Frozen when the freeze period is active. A note will also be added to their profile giving details of the freeze and the staff member who actioned it.

Creating Freeze Products

To create suitable products to use for chargeable freezes, head to the POS->Manage Products area and click the Create New Product button:

All the settings for a new product are defined on a single page, be sure to set the Product type to Freeze:

Assigning Freeze Products

Once you have created suitable products to use for chargeable freezes, you need to decide which membership packages will use them, and update the package settings accordingly.

Head to Sales->Packages to see the list of packages at the club, and edit any that you want to apply the chargeable freeze to. When you edit the package, on the first tab (Basic details) you'll see the Freeze product code drop-down shown previously, select the appropriate product here:

Keep clicking Next and then Finish to save your changes. Any members who request a freeze on such packages in future will be billed at the rate attached to the freeze product you selected.

Using the POS system, you can take payment now for forthcoming scheduled membership payments.

A member's next subscription payment can be skipped directly from their profile.

Find the profile you want to use and then:

You can issue a full refund* for any completed (i.e. paid) transaction stored in your Membr system, but card or bank transactions can only be refunded to the original payment source.

To clarify:

_{*It is only possible to refund complete transactions at this time (ie no partial refunds if there were multiple items in the original purchase)}

A chargeback (sometimes called a dispute), occurs when a cardholder files a claim with their bank to reverse a charge they think is incorrect for some reason.

When a chargeback is triggered, the payment handler will typically levy a small dispute fee. This, and the value of the disputed payment will be retrieved immediately.

Such transactions will show a status of Refunded. If you view the transaction details you'll see a payment provider reason of 'Chargeback':

Chargebacks cannot be challenged via the software at this time, and take place immediately.

To avoid the Booking Calendar getting too cramped when there are many classes, booking tiles will expand when you click on them, and contract again when you move the mouse away:

Once a booking has been created on the calendar, you can still adjust its start date/time or duration. You can also edit its parameters, perhaps to increase capacity, change location or trainer etc.

Note

If you make changes to a recurring booking, the following warning will be displayed, giving you the choice to edit just one, some, or all instances of the class:

Editing the booking tile

You can choose the Edit option in the booking's settings menu. This exposes the original menu used to create the booking, and allows you to adjust all aspects of it (except for the repeat behaviour):

The Cash Register is a virtual, computerized reproduction of a traditional cash register; it has a virtual drawer that can be opened and closed, and it will keep track of the money stored in a physical cash drawer).

When the cash register is open, transactions can be carried out at the club using any supported payment method, and they will all be logged on this screen.

Closing Report

This button only becomes enabled when the cash register is closed. Clicking it will print a summary of all the payment types taken throughout the last trading period (we had a $5 cash shortfall in this one):

The POS system uses a Product definition to provide the recommended price, tax type and various other items of information about something you sell at the club.

In contrast, a Product Type is much simpler - it is nothing more than a named grouping, or folder, into which Products are categorized to make it easier to find them at sales time.

You can view a complete listing of all the products or product types available at your club, or create new ones by heading to POS->Manage Products, or POS->Manage Product Types respectively.

Creating New Products

The fields that need defining for a new product are fairly self-explanatory, but note the following:

• The Product Type drop-down will show all the existing Product Types at your club; make sure the one you need is available before you create the product with this dialog!

• The price you provide for the product here will be rigidly applied at sales time, but if you provide a maximum discount %, or enable Price Overrideable, staff will be able to adjust the price at the checkout if required.

  Note that these are two separate settings; if you provide a non-zero amount for maximum discount, staff can discount the product up to this limit. If you enable Price overrideable, staff will be able to override any discount limit and set any value at all.

• Product Code is purely for your use, and can be used to help with reporting.

Every time you make a sale, you'll wind up at the Checkout screen, and there are two ways of getting here; 1) Via the POS Sales screen, or 2) directly from the Shopping Basket on a member's profile. The actual checkout process is identical for both, let's look at POS Sales first:

POS Sales

Head to POS->POS Sales when you only need to sell physical items (many service-related products like membership add-ons or early membership payments can't be added from here.)

When you select the POS Sales option, you'll see a screen similar to this:

The screen is split into two sections; on the left are the product types and products that are available for sale, and on the right is the shopping basket.

The owner of the shopping basket is displayed at the top of the basket area:

• If guest sales are enabled, the basket will belong to a 'guest' by default, meaning you can sell items to anyone immediately without providing an owner for the basket. This is for convenience, but you can still provide a member name if you want to.

  

• If guest sales are disabled, you must always provide a member name before you can add items to the basket. Type a part of the member's name in the search box, then pick from the list of matches.

  

Note

Even if guest sales are enabled, it is a good idea to provide a member name where you can; this adds a record of the sale to their profile, improves accountability, and makes the process of issuing refunds more straightforward.

Note

Speak to your Success Manager if you want to enable or disable guest sales.

Adding Products

To start selling products, you can expand any of the Product Types listed on the left to reveal the products they contain. All items for sale will display the price you set during product setup:

Just click once on the item you want to sell, and one of that item will be added to the basket. If you want to sell multiple items, click the product multiple times.

Products in the basket have a trashcan icon to remove them from the basket, and a pencil icon to edit the quantity or price/discount (if the product's definition allows price changes):

When you are ready to take payment and complete the sale, click the Checkout button.

Member Profile Shopping Basket

To the right of the tab strip on every member profile, you'll see a shopping basket, with a red item count displayed next to it.

Clicking this will open an identical shopping basket to the one already described, except the member will automatically be set as the owner, and the 'ordinary' items for sale are packed away in the Vending Products button (click it to expand):

Importantly, however, using the various tabs on the member profile you can also add membership-related purchases such as add-ons and session packs, pay off scheduled payments and more besides.

As before, click the Checkout button when you are ready to collect payment.

Note

The shopping basket here is a more powerful version of the one on the POS Sales screen, but it takes a couple more clicks to get to, and can only be used to sell to the chosen member.

The Checkout

Whichever sales route you take, the checkout process is the same; the Checkout screen will slide out and show the sales total.

None of the payment types at the bottom will be enabled until you enter a figure in the Total Received box (if you enter a higher amount, the system will tell you how much change is due, handy for cash sales).

Select the payment method used and complete any additional steps for credit/debit options as necessary.

You can add a note to the transaction if you want - this will be stored with the transaction and printed on the receipt.

When payment is successful, a sales receipt can be printed, and the basket is emptied.

You can issue a full refund* for any completed (i.e. paid) transaction stored in your Membr system, but card or bank transactions can only be refunded to the original payment source.

To clarify:

_{*It is only possible to refund complete transactions at this time (ie no partial refunds if there were multiple items in the original purchase)}

When you select the reports option, a new browser window opens to show a screen like the one above.

The logged-in username is displayed on the far right, and you can choose a different UI language using the drop-down arrow to the right.

All reports are triggered using the drop-down menus at the centre of the screen:

A wide range of preset reports can be found in the My Reports menu. The left-hand side of the menu lists the report categories, and the available reports in that category are shown on the right.

(Your menu may be shorter than shown, as the variety of report types varies according to login type.)

Choose a report from the menu and hit the Run report button in the lower left - that's all there is to it:

Customising Your View

Once a report is selected, several other interface elements will appear giving you additional control. The status bar at the top shows the report name and age of the data (some data types are only refreshed periodically):

If you hover over the i after the report name, you will be given a more complete description of what the report contains.

In addition, to the right is an icon to adjust which data columns are included in the report. All reports include a predefined selection of relevant columns; clicking this icon will allow you to change which columns are being displayed:

Many reports use a date range to narrow their results. This is often the current month-to-date or the last full month, depending on the report type. For such reports, a date range will be displayed in the left sidebar - you can click either date to modify it:

By using the flexible filtering options to analyse raw club data, you can effortlessly generate customized reports to help you make informed decisions about your business.

For example, let's create a report that helps us find out the most popular source of new prospects.

To do this, we need to choose which type of raw data to use from the list in the My Data menu, in this case Prospects (raw data is literally the raw, unfiltered data containing everything you might need to know about the type you select).

If we press Run Report at this point, we will see screen after screen of information about all of our prospects (this club has 100s). There is a Prospect Source column to tell us where the prospect came from, but we'd have to scour the entire list to get a feel for which was most popular:

Just by adding a Group By rule for Prospect Source (found in the Group By drop-down), we can have the system create an easy summary for us like this:

This makes the information much easier to digest; it went through all 300+ prospects at this club in less than a second. We can still do better though; the list is in a fairly random order but if we click the Count heading it will sort the list into ascending or descending order (click again to toggle):

We'll stop with this example, but you could go on to make the data even more relevant - we're looking at all prospects ever, but we could add a filter to select only those prospects who were added in the past month, or 3 months or whatever interested us.

Remember:

Group By will organise your data according to whatever you choose. You might have 800 members in a list, but if you group them by gender, you'll just have totals saying 643 Male and 157 Female, for example.

Filter By will make your dataset shorter by excluding (or only including) data according to specific criteria. You might have a few thousand members for example, but you can shorten the list to only those people who joined in the past month, for example.

The Exercises tab allows management of the complete set of exercises available to members and staff alike.

The Membr system comes with over 500 of the most common exercises designed to suit the needs of almost every gym. Custom exercises can be added if needed. Specifically, you can:

To change the visibility of an exercise in the list, toggle the small checkbox to the left of each exercise:

When you have selected one or more exercises, the settings menu will become available. Click the cog to view the choices:

Workouts combine the exercises from the library with other information such as sets, reps, and weights etc., so that they can be performed as part of a gym session. There are two types of workout overall:

In addition to the two types of workout, a member can request a custom workout from their trainer, hence the third tab on this page. All three tabs are covered below:

My Workouts

These workouts are private to you and cannot be viewed by anyone else, unless you send them a copy.

Workouts here might be modified/customised versions of gym workouts, or workouts that have been created entirely by you. (see Creating & Editing Workouts for details)

You can expand the menu to the right of each workout to reveal further options:

Requested Workouts

Members have full access to gym-level workouts, but if they can't find what they need, they can request a custom workout from their assigned trainer. The request is made in the mobile app and will show up here in the Training panel as a red number/notification on the Requested Workouts tab:

More details will be displayed about the nature of the requested workout - you can either respond by sending them any of your existing workouts, or by designing a new workout based on the details they supply. (see Creating & Editing Workouts for details)

Manage Gym Workouts

This tab lets you edit or remove workouts and provides the same basic functionality as the My Workouts tab.

The main difference is that the workouts here are gym-level workouts that are visible to all staff and members alike (unless specific workouts have been hidden or deleted)

To the right of each workout is a menu presenting further options. Note that you can copy a gym workout to your My Workouts tab to use as the basis for a tailored workout of your own:

In addition, you can adjust the visibility of the workouts in this mode; enable the checkmark next to any workout and open the settings menu at the top left of the screen:

Caution

If you do download a gym workout to your personal area, you are advised to change the name to avoid confusion (as it will use the same title once copied)

Creating & Editing Workouts

After providing basic details such as name and age suitability, you move on to the exercise stage - here you add as many exercises from the gym's library as you wish.

Click any of the named exercises to add them to the workout. To help you find exercises, you can search by name, or add filters according to body area and equipment type:

Once you select an exercise, you'll see a video preview of the exercise to act as a visual confirmation. This video can also be seen by exercisers when they workout, and serves as a great reminder of how to perform the exercise correctly! If it is the exercise you intended, you can add any number of sets, reps, duration, etc. as appropriate:

Keep adding exercises until the workout is fully defined. Note that small arrows appear to the left side of the exercise. Using these you can delete an exercise, push them up or down by a single slot, or push them straight to the start or end of the workout:

Click Save when you're done, and the workout will be added/updated as appropriate.

Programmes combine multiple workouts into a more lengthy plan that exercisers can work through over several weeks. They're a great way to deliver more structured training; you might build a programme that combines separate workouts for legs, core, and upper body into one long programme designed to improve whole-body fitness for example.

As with workouts, there are two main types - a gym-level programme that can be viewed by anyone, and an area for private programmes that can only be used by the logged-in user or sent to exercisers.

My Programmes

With the My Programmes tab selected, you're viewing the list of private programmes that are unique to you. If you click the cog menu to the right of each programme, the following options become available:

Clicking the Create button on this tab will create additional private programmes - see Creating and Editing Programmes

Manage Gym Programmes

With this tab selected, you're viewing the master list of programmes available to all exercisers and staff.

If you open the cog menu to the right of a gym-level programme, you can perform any of the following actions on the programme (if you have sufficient login privilege/permission!):

In addition, you can adjust the visibility of the programmes in this mode; enable the checkmark next to any programme and open the settings menu at the top left of the screen:

Clicking the Create button on this tab will create additional gym-level programmes - see Creating and Editing Programmes

Caution

If you do download a gym programme to your personal area, you are advised to change the name to avoid confusion (as it will use the same title once copied)

Creating and Editing Programmes

When you either create or edit a programme, a panel like that above will slide onto the screen.

The screen is divided into two halves; on the left hand side you see a listing of all the workout types available for use in the programme. (Only gym-level workouts can be added to a gym-level programme and vice versa when creating My Programmes)

On the right hand side there are several fields used to provide basic info about the programme; title, description, fitness goal and duration (the duration field cannot be edited, and is based on the number of weeks you add to your programme).

To add workouts to your programme, select one or more checkboxes to the left of a workout and then add it to the current/selected week.

Keep adding workouts or weeks until the program is complete and don't forget to Save!

Important

When you add any workouts to a programme, a completely new, unique copy of the workout is embedded into the programme. This is to allow the workouts within a programme to be edited independently.

Therefore, changes you make to the original workouts will not affect the workouts within the programme, and vice versa!

Every member of your team who will use the Membr system needs a personal staff account, similar in some ways to a member profile. The staff accounts here:

Head to Setup->Manage Staff for a complete list of all staff defined at the gym:

Clicking Add staff opens a straightforward dialogue where you can provide the necessary details for a new staff member. The only setting (if it appears for your login) that might need more explanation is this one:

This is aimed at gym trainers/coaches; any staff with this setting enabled will be added to a pool of trainers at the gym. As new members sign up, they will be assigned to one of the trainers in the pool on a cyclic basis (you can always override the assigned trainer by editing the member's profile).

Aside from creating new staff profiles, you can perform a range of actions on the existing ones using the settings menu to the right of each one:

There are 50+ ready-made emails built into the software. These 'system' emails are automatically sent when various actions or events take place in the software, without the need for any action from you.

When a new member joins, for example, they will be sent a welcome email confirming the gym's details, the membership package they signed up to, etc. Likewise, a member will be sent a reminder of their membership expiry when they approach the end of their contract.

Each of these system emails contains suitable content that you can use right away, but you can tweak or replace any of them with your own designs if you want to.

Searching System Emails

It's worth scrolling through the list once or twice to get a feel for the range of available emails, but you can quickly find related types by entering a search term in the box at the top of the list:

Tip

Any emails you have edited will show (Custom) as part of their title. Any custom mail can be reset to the built-in version by choosing Reset to default from its settings menu on the right.

Selecting Setup->Settings will take you to a Basic Settings page like this:

This page contains basic information about the gym, named contacts, and links to various terms and conditions. It also provides the URL for your club's online signup portal.

More contacts can be added or edited when required, and many other fields here can be adjusted too (but the signup URL is fixed).

Additional Settings

Logins with sufficient authority (e.g. a gym admin) have access to a more diverse range of pages to adjust many other aspects of the system, including some or all of these:

• Additional Settings

  Fine-tune a wide range of program behaviours here, such as booking rules, sleeping member settings and many more, see the table below for a summary.

• Sign-up

  Various settings to adjust how your online sign-up site looks and behaves.

• Branding

  Adjust colours or upload your gym's logo - used in several places throughout the system (e.g. email headers)

• PAR-Q setup

  Add, edit, or remove any number of questions that you want to be asked in your PAR-Q for new joiners.

• Email Overrides

  Checkboxes to enable or disable the many automatic/system emails.

Additional Setting Name (items marked * expand to reveal related settings)	Notes
Google Analytic Tracking Code
How many days should pass without a member accessing your site to mark them as sleeping?
How many days should pass before we calculate the member is sleeping for the first time?
Select country
Select language
DDMS Payment Days
DDMS Payment Frequencies
Freeze interval limits	The maximum number of payment intervals to skip for each type of billing interval
Would you like us to send out weekly goals messages?
How many days before a class should members be able to book?
How many days without gym attendance before a slipping notification is sent?
What time of day do you want members to be able to book classes?
How long after a message is left unread should it be emailed to the recipient?
Would you like to be able to automatically (through gym access) mark members as attending bookings?*	If members access the gym shortly before a booking they are due to attend, they will automatically be marked as attended.
Block members who do not attend*	If members miss several bookings (you set the number here), they will be prevented from making further bookings for a short time.
Booking Cancellation Rules
Renewal notifications - running X days before membership end*
Facebook page
Twitter page
Instagram page
Automatically change prospect state from hot to cold*
Receipt settings*	Company details to be printed on receipts (address, ABN, ACN etc.)
Enable / Disable Web Drop Offs*