How do I find help with Member Solutions fast?
Looking for a quick answer about how to use the Member Solutions platform? You’re in the right place.
This guide organizes every help resource by topic so you can find exactly what you need in under 2 minutes. Each section links directly to detailed step-by-step articles in our Member Solutions Resource Center with screenshots, tutorials, and best practices.
Whether you’re checking in your first member of the day or setting up complex automated billing, everything you need is here.
Pro Tip: Don’t forget to bookmark this page so you can find it later!
80% of Member Loss Is Preventable
(If You Catch It Early)
Most businesses don’t have a system to spot risk early enough. Member Solutions gives you the data and automated follow-ups to intervene before a member checks out for good.
Stop Silent Cancellations Before They Happen
Quick Answer Guide
Need a fast answer? Here are the most common questions with direct links to solutions:
Payments & Billing
“How do I refund a payment?”
→ Refund Payment (⏱️ 2 min)
“Member’s card was declined, now what?”
→ Managing Invoices + Delinquency Report
“How do I update a member’s credit card?”
→ Adding/Updating Payment Information (⏱️ 1 min)
“What’s the difference between full-service and self-service billing?”
“How do I see who owes money?”
Member Management
“How do I add a new member?”
→ Add New Member (⏱️ 3 min)
“How do I cancel a membership?”
→ Terminate A Contract (⏱️ 5 min)
“Member wants to freeze their account for vacation”
→ Freeze/Unfreeze (⏱️ 2 min)
“How do I sell a membership?”
→ Sell A Contract (⏱️ 5 min)
“Member signed up but wants to add another service”
Daily Operations
“How do I check someone in?”
→ Check In (⏱️ 30 sec)
“Set up self-service check-in kiosk”
→ Check-In Kiosk (⏱️ 15 min setup)
“Send an email to all members”
→ Sending Emails (⏱️ 5 min)
“Speed up check-in during busy times”
Reports & Analytics
Who hasn’t been to the gym in a while?
→ Members Without Visits Report
How much revenue did we make this month?
Which members have failed payments?
View all active contracts
Setup & Configuration
Add a new staff member
→ Add Staff Member (⏱️ 3 min)
Control what staff can access
→ Set Staff Permissions (⏱️ 5 min per person)
Create a new membership type
→ Create Contract (⏱️ 10 min)
Set up automated payment reminder emails
→ Automated Email Templates (⏱️ 20 min)
Common Problems & How to Solve Them
“I need to fix a failed payment”
Quick Solution: Payment failed? Here’s your workflow:
- Run Delinquency Report to see all failed payments
- Contact member to update payment information
- Manually process payment using Managing Invoices
- Set up the Outstanding Invoices Report to prevent this in the future
Time Required: 5 minutes per member
“I need to handle a member who wants to cancel”
Quick Solution: Member canceling? Follow this path:
- Check if it’s member-initiated: Click to Cancel
- Review their contract terms: Viewing/Editing Contracts
- Process the cancellation: Terminate A Contract
- (Alternative) Offer freeze option: Freeze/Unfreeze
Time Required: 5-10 minutes
“I need to find members who might be about to cancel”
Quick Solution: Identify at-risk members before they leave:
- Run Members Without Visits Report weekly
- Filter for members with 2+ weeks of no check-ins
- Reach out via Sending Emails or phone
Pro Tip: Gyms that run this report weekly and follow up proactively see 25-30% fewer cancellations.
“I need to set up recurring billing for new contracts”
Quick Solution: Setting up membership billing:
- Create the contract: Create Contract
- Add payment method: Adding Payment Information
- Sell to member: Sell A Contract
Time Required: 10 minutes for first contract, 3 minutes for subsequent sales
Pro Tip: Before you start, make sure you understand your options: Full Service vs Self Service Billing
Complete Resource Directory
How Do I Handle Check-In & Daily Operations?
What you’ll learn in this section:
- Basic and quick check-in procedures
- Setting up self-service kiosks
- Understanding daily operations vs closing the day
- Speeding up front desk workflows during peak times
Common tasks covered:
- Check in a member
- Set up kiosk
- Speed up busy periods
- Close out the day
🔥 Most Popular: Basic Check-In
Check In (⏱️ 30 seconds | ⭐ Beginner | 📹 Video Available)
The complete guide to checking members in for classes, open gym, or appointments. Your front desk team will use this dozens of times per day.
When you need this: Every time a member walks through your door. Also covers handling guest passes, trial memberships, and troubleshooting common check-in issues.
What you’ll learn:
- Standard check-in process step-by-step
- How to check in guests and non-members
- Troubleshooting “member not found” errors
- Handling expired memberships at check-in
⚡ Quick Win: Speed Up Check-In
Quick Check-In (⏱️ 15 seconds per member | ⭐ Beginner)
Shortcuts and faster workflows for checking in members during your busiest hours.
When you need this: 5pm hits and there’s a line of 10 members waiting to check in. This guide shows you how to process check-ins 50% faster.
What you’ll learn:
- Keyboard shortcuts for rapid check-in
- Batch check-in for group classes
- Skipping unnecessary steps during peak hours
Self-Service Option
Check-In Kiosk (⏱️ 15 min setup | ⭐⭐ Intermediate | 📹 Video Available)
Set up a self-service check-in kiosk using a tablet or computer so members can check themselves in.
When you need this: Your front desk is overwhelmed during peak hours, or you want to offer 24/7 access with minimal staffing.
What you’ll learn:
- Hardware requirements (iPad, tablet, or computer)
- Step-by-step kiosk configuration
- Security settings and member verification
- Troubleshooting kiosk issues
Impact: Gyms using kiosks report 40% faster check-in times during peak hours and reduced front desk stress.
Understanding Daily Procedures
Check In Vs Close Day: What Is The Difference? (⏱️ 5 min read | ⭐ Beginner)
Understanding when to use check-in procedures versus closing out the day for accurate reporting.
When you need this: You’re training new front desk staff or you’ve noticed discrepancies in your daily reports.
What you’ll learn:
- Difference between check-in and close day
- When to close the day (and when NOT to)
- Impact on reporting and analytics
- Best practices for end-of-day procedures
How Do I Add, Edit, or Remove Members?
What you’ll learn in this section:
- Adding new members to your system
- Managing member information and contracts
- Handling membership changes (freeze, cancel, upgrade)
- Selling additional services to existing members
Common tasks covered:
- Sign up new member
- Cancel membership
- Freeze account
- Add services
- Edit contracts
🔥 Most Popular: Adding New Members
Add New Member (⏱️ 3 minutes | ⭐ Beginner | 📹 Video Available)
Someone just walked in and wants to sign up? Here’s your complete guide to adding them to your system in under 3 minutes.
When you need this: New member signup, converting a trial member, or adding someone who’s been training informally.
What you’ll learn:
- Required fields vs optional information
- How to add emergency contacts
- Setting up family accounts
- Adding notes and custom fields
- Common mistakes to avoid
Pro Tip: Don’t spend 10 minutes entering every detail during signup. Get the essentials (name, email, phone, emergency contact) and let them complete the rest through the member portal later.
Understanding Contracts
Enter A Contract (⏱️ 5 minutes | ⭐ Beginner)
How to create and assign membership contracts to members.
When you need this: Setting up a new member on monthly or annual membership, or adding an additional contract to existing member.
What you’ll learn:
- Contract terms and billing schedules
- Start dates and pro-rating
- Membership tiers and pricing
- Auto-renewal settings
Related: Also see Create Contract for setting up new contract types.
Selling Memberships
Sell A Contract (⏱️ 5 minutes | ⭐ Beginner | 📹 Video Available)
Complete walkthrough of selling a new contract, including processing the initial payment and setting up recurring billing.
When you need this: Member is ready to commit to a membership and you need to process the sale and payment.
What you’ll learn:
- Step-by-step sales process
- Processing initial payment
- Setting up recurring billing
- Applying discounts or promotions
- Generating receipt and confirmation
Alternative methods:
- Selling a Contract from a Member’s Profile – Different workflow, same result
- Sale For Existing Member – Adding services to current members
Managing Existing Contracts
Viewing/Editing Contracts (⏱️ 3 minutes | ⭐ Beginner)
How to view contract details, make changes to existing contracts, and understand contract history.
When you need this: Checking what contract a member has, viewing payment history, or making adjustments to terms.
What you’ll learn:
- Finding and viewing contracts
- Editing contract details
- Viewing payment history
- Understanding contract status
Paying A Contract (⏱️ 2 minutes | ⭐ Beginner)
Processing payments toward contracts, handling partial payments, and managing payment schedules.
When you need this: Member wants to pay multiple months upfront, make a partial payment, or catch up on missed payments.
Terminate A Contract (⏱️ 5 minutes | ⭐⭐ Intermediate)
Proper procedures for ending a member’s contract, including early termination, end-of-term cancellations, and final billing.
When you need this: Member wants to cancel, you need to remove a member for non-payment, or contract term is ending.
What you’ll learn:
- Difference between canceling and terminating
- How to handle early termination fees
- Final billing and prorating
- Reactivating terminated contracts
- Documentation best practices
Related: See Click to Cancel for member-initiated cancellations through the portal.
Temporary Membership Changes
Freeze/Unfreeze (⏱️ 2 minutes | ⭐ Beginner)
How to freeze member accounts for vacations, injuries, or other temporary absences, and reactivate them when they return.
When you need this: Member says “I’m going on vacation for a month” or “I’m injured and can’t train for a few weeks.”
What you’ll learn:
- Freezing accounts and pausing billing
- Setting automatic unfreeze dates
- Documenting freeze reasons
- Handling freeze fees (if applicable)
- Communicating freeze terms to members
Pro Tip: Always document WHY members are freezing in the notes. If you see patterns (lots of freezes in January, lots of injury freezes in certain classes), that’s valuable data for improving your programs.
Click to Cancel (⏱️ 3 min read | ⭐ Beginner)
Understanding the member-initiated cancellation process and how to manage cancellation requests that come through the member portal.
When you need this: Member submitted a cancellation request online and you need to process it, or you’re setting up self-service cancellation options.
What you’ll learn:
- How member-initiated cancellation works
- Processing cancellation requests
- Required notice periods
- Following up with canceling members
Quick Reference
Member Manager FAQ (⏱️ 10 min read | ⭐ Beginner)
Frequently asked questions about managing member profiles, updating information, and handling common scenarios.
When you need this: You have a specific question about member management and want a quick answer without reading full guides.
How Do I Process Payments and Manage Billing?
What you’ll learn in this section:
- Processing different payment types (credit card, cash, ACH)
- Handling refunds and failed payments
- Managing invoices and outstanding balances
- Understanding billing service options
- Selling products and service packages
Common tasks covered:
- Process payment
- Issue refund
- Update credit card
- Handle failed payment
- Sell products
- View outstanding balances
Understanding Billing Models
Full Service Billing Vs. Self Service Billing (⏱️ 5 min read | ⭐ Beginner)
Quick Answer: Full-service billing means Member Solutions handles all payment processing automatically. Self-service means you manage billing manually. Most gyms use full-service.
When you need this: Setting up your gym for the first time or deciding which billing model fits your business.
What you’ll learn:
- Differences between billing models
- Pros and cons of each approach
- Which model is right for your gym
- How to switch between models
Payment Processing
Invoices and Payments (⏱️ 5 min read | ⭐ Beginner)
Understanding how invoices are generated, processed, and tracked in Member Solutions.
When you need this: You’re new to the system and need to understand how billing and payments work from start to finish.
What you’ll learn:
- How invoices are automatically generated
- Payment processing timeline
- Tracking payment status
- Understanding invoice vs payment vs receipt
Managing Invoices (⏱️ 3 minutes | ⭐⭐ Intermediate)
How to view, edit, void, or manually create invoices for member accounts.
When you need this: Need to correct an invoice, void a charge, manually bill a member, or understand an invoice discrepancy.
What you’ll learn:
- Viewing invoice details
- Creating manual invoices
- Editing or voiding invoices
- Processing invoice payments
- Understanding invoice status
Adding or Updating a Member’s Payment Information (⏱️ 1 minute | ⭐ Beginner | 📹 Video Available)
How to add new payment methods or update existing credit card/bank account information.
When you need this: New member signup, expired credit card, failed payment that needs new card, or member switching payment methods.
What you’ll learn:
- Adding credit card information
- Setting up ACH/bank account payments
- Updating expired cards
- Security and PCI compliance
- Handling member privacy
Pro Tip: Set up automated email reminders for cards expiring within 30 days. This prevents failed payments before they happen.
Refund Payment (⏱️ 2 minutes | ⭐ Beginner)
Quick Answer: Navigate to the transaction → Click “Refund” → Enter amount (full or partial) → Confirm. Done.
When you need this: Processing refunds for canceled memberships, overpayments, duplicate charges, or service issues.
What you’ll learn:
- Full vs partial refunds
- Refund processing timeline
- How refunds appear on member statements
- Documenting refund reasons
- Handling refund requests properly
Selling Products & Services
New Product Sale (⏱️ 2 minutes | ⭐ Beginner)
How to sell retail products, merchandise, or one-time services to members and process payment.
When you need this: Selling gym merchandise, supplements, personal training sessions, or any one-time product/service.
What you’ll learn:
- Ringing up product sales
- Processing payments at point of sale
- Applying discounts
- Generating receipts
- Tracking inventory (if applicable)
Sell Packages and Services (⏱️ 3 minutes | ⭐ Beginner)
Selling class packages, personal training bundles, or other service packages.
When you need this: Member wants to buy a 10-class pack, personal training package, or any multi-use service bundle.
What you’ll learn:
- Setting up package sales
- Tracking package usage
- Package expiration dates
- Applying package credits
How Do I Send Emails and Notifications to Members?
What you’ll learn in this section:
- Sending individual and bulk emails
- Setting up automated email templates
- Managing member email addresses
- Customizing notification settings
Common tasks covered:
- Send email blast
- Set up automatic reminders
- Customize email templates
- Update email settings
Manual Email Communication
Sending Emails (⏱️ 5 minutes | ⭐ Beginner)
How to send individual emails or bulk emails to members directly from Member Solutions.
When you need this: Announcing class cancellations, special events, promotions, or any time you need to reach members quickly.
What you’ll learn:
- Composing and sending emails
- Selecting recipients (individual, groups, all members)
- Using email templates
- Tracking email delivery
- Best practices for email communication
Selecting Your Personalized Email Address (⏱️ 10 min setup | ⭐⭐ Intermediate)
Set up a branded email address for your gym’s automated communications (like notifications@yourgym.com instead of generic system emails).
When you need this: Setting up your system for the first time or improving your professional email presence.
What you’ll learn:
- Email address requirements
- DNS configuration steps
- Testing email delivery
- Troubleshooting email issues
Primary and Secondary Emails (⏱️ 3 min read | ⭐ Beginner)
Understanding how primary and secondary email addresses work for member accounts and notifications.
When you need this: Setting up family accounts, members with multiple emails, or ensuring notifications reach the right person.
What you’ll learn:
- Difference between primary and secondary emails
- Which emails receive notifications
- How to add/edit email addresses
- Managing email preferences
Automated Communications
Automated Email Templates (⏱️ 20 minutes | ⭐⭐⭐ Advanced | 📹 Video Available)
Set up and customize automated emails for payment confirmations, failed payments, upcoming renewals, welcome messages, and more.
When you need this: You’re tired of manually sending the same emails over and over. Automate payment reminders, welcome emails, expiration notices, and more.
What you’ll learn:
- Available automation triggers
- Customizing email content
- Personalizing emails with member data
- Setting up payment reminder sequences
- Testing automated emails
Impact: Gyms using automated payment reminders report 60% fewer failed payments requiring manual follow-up.
Pro Tip: Customize templates to match your gym’s voice. Generic automated emails feel impersonal and get ignored.
Prerequisites:
- Personalized email address configured
- Email content approved and ready
- Understanding of when you want emails triggered
Workaround for Booking Email Being Sent During Check-In (⏱️ 5 min read | ⭐⭐⭐ Advanced)
Technical solution for preventing duplicate booking confirmation emails during the check-in process.
When you need this: Members are receiving unnecessary booking confirmation emails when they check in, and it’s confusing or annoying them.
How Do I Run Reports and Analyze My Gym’s Performance?
What you’ll learn in this section:
- Financial reporting and revenue tracking
- Member activity and engagement reports
- Contract and membership analytics
- Identifying at-risk members
Common tasks covered:
- View revenue
- Find inactive members
- Track contracts
- Monitor failed payments
- Analyze payment types
Financial Reports
Payments By Type Report (⏱️ 2 minutes | ⭐ Beginner)
See how much revenue is coming from different payment methods (credit card, cash, ACH, etc.) over a specific time period.
When you need this: Reconciling your books, understanding payment method preferences, or preparing financial reports.
What you’ll learn:
- Breaking down revenue by payment type
- Customizing date ranges
- Exporting data for accounting
- Understanding payment trends
Sales By Category (⏱️ 2 minutes | ⭐ Beginner)
Break down sales by category (memberships, retail, services, personal training, etc.) to understand your revenue mix.
When you need this: Understanding which revenue streams are strongest, planning inventory, or analyzing business performance.
What you’ll learn:
- Viewing sales by product category
- Comparing categories over time
- Identifying revenue opportunities
- Exporting sales data
Pro Tip: Run this monthly to spot trends. If retail sales are dropping but memberships are steady, you might need to refresh your retail offerings or train staff on upselling.
Outstanding Invoices Report (⏱️ 2 minutes | ⭐ Beginner)
Quick Answer: Shows every unpaid invoice across your member base so you can follow up on outstanding balances.
When you need this: End of month reconciliation, following up on late payments, or understanding your accounts receivable.
What you’ll learn:
- Viewing all unpaid invoices
- Sorting by amount or age
- Identifying members with outstanding balances
- Exporting for collection efforts
Recommended frequency: Run this weekly to stay on top of outstanding balances before they become delinquent.
Delinquency Report (⏱️ 2 minutes | ⭐ Beginner | 🔥 Most Used)
Quick Answer: Shows all failed payments and delinquent accounts so you can follow up proactively.
When you need this: Every Monday morning to see weekend payment failures, or any time you need to identify members with payment issues.
What you’ll learn:
- Viewing failed payments
- Understanding failure reasons
- Filtering by delinquency age
- Batch follow-up strategies
Pro Tip: Run this report every Monday and reach out to failed payments within 24 hours. The faster you follow up, the higher your collection rate.
Related: See Managing Invoices for processing these payments once you’ve updated member payment info.
Member Activity Reports
Contract Report (⏱️ 2 minutes | ⭐ Beginner)
View all active contracts, expiring contracts, and contract details across your membership base.
When you need this: Planning for contract renewals, understanding your membership mix, or identifying expiring contracts for retention outreach.
What you’ll learn:
- Viewing active contracts
- Finding expiring contracts
- Filtering by contract type
- Understanding contract status
Pro Tip: Filter for contracts expiring in the next 30 days and reach out proactively to discuss renewal options.
Members Without Visits Report (⏱️ 2 minutes | ⭐ Beginner | 🔥 Critical for Retention)
Quick Answer: Shows members who haven’t checked in recently – your early warning system for potential cancellations.
When you need this: Weekly retention check-ins, identifying at-risk members, or re-engagement campaigns.
What you’ll learn:
- Identifying inactive members
- Setting visit thresholds
- Filtering by membership type
- Exporting for outreach campaigns
Impact: Gyms that run this weekly and follow up with members who haven’t visited in 2+ weeks see 25-30% fewer cancellations.
Recommended workflow:
- Run report weekly
- Filter for 14+ days without visits
- Send personal “we miss you!” message
- Offer help removing barriers to attendance
Pro Tip: Don’t wait until they’ve been gone a month. Reach out at 2 weeks when re-engagement is still easy.
How Do Members Access Their Portal?
What you’ll learn in this section:
- Customizing the member portal experience
- Navigating portal features
- Enabling member self-service
Common tasks covered:
- Customize member portal
- Understand portal features
- Enable self-service options
Personalize Member Dashboard (⏱️ 15 minutes | ⭐⭐ Intermediate)
Customize what members see when they log into their portal – add your branding, featured content, and important announcements.
When you need this: Initial system setup or refreshing your member portal to match updated branding.
What you’ll learn:
- Adding your logo and colors
- Customizing dashboard content
- Featuring important announcements
- Setting default views
Pro Tip: Use the announcement section to promote events, new classes, or important updates. It’s prime real estate that members see every time they log in.
Navigating The New Member Portal (⏱️ 10 min read | ⭐ Beginner | 📹 Video Available)
Complete guide to the member portal interface, including all available features and how members can use them.
When you need this: Training members on portal features, creating member guides, or understanding what members can do themselves.
What you’ll learn:
- Portal navigation overview
- Available member features
- How to update personal information
- Booking classes through portal
- Viewing billing history
Pro Tip: Create a simple one-page “How to Use Your Member Portal” guide to email to new members. The more they use self-service features, the less time your staff spends on admin tasks.
Member self-service capabilities include:
- Update payment information
- View billing history
- Book classes
- Cancel bookings
- Request account freeze
- Update personal information
- View contracts and agreements
How Do I Set Up and Configure My System?
What you’ll learn in this section:
- Adding and managing staff
- Creating products and contracts
- Setting up schedules and classes
- Building intake questionnaires
- Organizing your system
Common tasks covered: Add staff • Set permissions • Create membership types • Build class schedule • Set up products
Staff Management
Add Staff Member (⏱️ 3 minutes | ⭐ Beginner)
How to add new staff members to your Member Solutions account.
When you need this: Hiring new front desk staff, adding instructors, or giving team members system access.
What you’ll learn:
- Creating staff accounts
- Required vs optional information
- Setting initial permissions
- Deactivating former staff
Assign Staff (⏱️ 2 minutes | ⭐ Beginner)
Assign staff members to specific classes, schedules, or responsibilities.
When you need this: Scheduling instructors for classes, assigning front desk shifts, or tracking who’s responsible for what.
What you’ll learn:
- Assigning staff to classes
- Creating staff schedules
- Tracking staff responsibilities
- Reporting by staff member
Set Staff Permissions (⏱️ 5 min per person | ⭐⭐ Intermediate)
Control what each staff member can access and modify in the system. Essential for security and proper role separation.
When you need this: Setting up new staff accounts or adjusting access levels for existing team members.
What you’ll learn:
- Understanding permission levels
- Role-based access control
- What front desk needs vs what instructors need
- Restricting financial access
- Best practices for security
Pro Tip: Front desk staff typically don’t need access to financial reports or staff management. Instructors usually only need check-in access. Keep permissions as limited as possible while still allowing people to do their jobs.
Products & Services Setup
Create Items (⏱️ 5 minutes | ⭐ Beginner)
Set up retail products, merchandise, or one-time services in your system.
When you need this: Adding retail inventory, creating service offerings, or setting up any one-time purchasable items.
What you’ll learn:
- Creating product entries
- Setting prices and tax settings
- Adding product descriptions
- Organizing inventory
- Tracking stock levels (if applicable)
Create Categories (⏱️ 10 minutes | ⭐ Beginner)
Organize your products, services, and contracts into logical categories for easier management and reporting.
When you need this: Initial system setup or reorganizing your offerings for better clarity.
What you’ll learn:
- Creating category structures
- Organizing products logically
- Using categories for reporting
- Best practices for categorization
Pro Tip: Good categories make reporting easier. Consider organizing by: revenue type (memberships, retail, services), product type (apparel, equipment, supplements), or program (youth, adult, competitive).
Create Contract (⏱️ 10 minutes | ⭐⭐ Intermediate)
Build new contract types (monthly memberships, annual memberships, etc.) with pricing, billing schedules, and terms.
When you need this: Creating your membership offerings, adding new membership tiers, or updating contract structures.
What you’ll learn:
- Contract structure and terms
- Billing frequency and amounts
- Cancellation terms
- Auto-renewal settings
- Freeze policies
- Contract restrictions or requirements
Common contract types:
- Monthly unlimited membership
- Annual membership (paid monthly)
- Annual membership (paid in full)
- Class-specific memberships
- Family memberships
- Student/senior discounts
Create Package (⏱️ 10 minutes | ⭐⭐ Intermediate)
Set up class packages, punch cards, or service bundles that members can purchase.
When you need this: Creating class pack options (10-class pack, 20-class pack), personal training packages, or any multi-use service bundles.
What you’ll learn:
- Package structure and pricing
- Usage limits and restrictions
- Expiration dates
- Discount pricing for bulk purchases
- Tracking package usage
Examples:
- 10-class pack (use within 3 months)
- 5-session personal training package
- Family pack (multiple members)
- Trial packages for new members
Scheduling & Classes
Class Schedule (⏱️ 20 minutes | ⭐⭐ Intermediate)
Set up your class schedule, including recurring classes, one-time events, and capacity limits.
When you need this: Initial system setup, launching new classes, or updating your schedule for a new season/term.
What you’ll learn:
- Creating recurring class schedules
- Setting class capacity limits
- Assigning instructors to classes
- Managing class bookings
- Handling schedule changes
Pro Tip: Set realistic capacity limits based on your space and equipment. Overbooking creates poor member experience while under-booking wastes revenue opportunities.
Create Schedule (⏱️ 15 minutes | ⭐⭐ Intermediate)
Create new schedules for different programs, locations, or time periods.
When you need this: Setting up multiple program schedules, seasonal schedules, or location-specific schedules.
What you’ll learn:
- Creating schedule templates
- Copying schedules between periods
- Managing multiple schedules
- Schedule organization best practices
Member Intake
Create A Questionnaire (⏱️ 20 minutes | ⭐⭐⭐ Advanced)
Build custom questionnaires for new member intake, waivers, health screening, or goal setting.
When you need this: Creating member intake forms, liability waivers, health questionnaires, or goal-setting surveys.
What you’ll learn:
- Building questionnaire forms
- Question types and logic
- Required vs optional fields
- Integrating with member signup
- Storing and viewing responses
Common uses:
- Liability waiver
- Health screening
- Emergency contact information
- Fitness goals and history
- How did you hear about us?
Pro Tip: Keep intake questionnaires short. Ask only what you’ll actually use. Long forms create friction during signup.
Common Workflow Guides
Scenario 1: New Member Walk-In
Situation: A potential member walks in right now wanting to sign up immediately.
Complete workflow:
- Add New Member – Get basic info (3 min)
- Sell A Contract – Process membership sale (3 min)
- Add Payment Information – Set up recurring billing (1 min)
- Give tour, explain check-in process, show member portal
Total time: 5-7 minutes for system work, 10-15 minutes with tour
Pro Tip: Don’t get bogged down entering every detail during signup. Get name, email, phone, emergency contact, and payment. They can complete the rest through the portal later.
Scenario 2: Monday Morning Failed Payments
Situation: It’s Monday morning and you have 15 failed payments from the weekend.
Complete workflow:
- Outstanding Invoices Report – See all failures (1 min) – See all failures (1 min)
- Sort by amount or member priority (1 min)
- Contact members via phone/text/email (15 min)
- Update Payment Information – As they provide new cards (2 min each)
- Managing Invoices – Manually process payments (1 min each)
Total time: 30-45 minutes to process all 15
Prevention: Set up Automated Email Templates for card expiration warnings and failed payment reminders.
Scenario 3: Member Wants to Pause for Vacation
Situation: Member is leaving for a month and wants to pause their billing.
Complete workflow:
- Pull up member profile (30 sec)
- Explain freeze policy and fees if applicable (1 min)
- Freeze/Unfreeze – Process freeze (1 min)
- Set return date and notes (30 sec)
- Confirm with member
Total time: 2-3 minutes
Pro Tip: Document the freeze reason in notes. If you see patterns (lots of summer vacations, lots of injury freezes in certain programs), that’s valuable data.
Scenario 4: Weekly Retention Check
Situation: You want to proactively identify and reach out to members who might be at risk of canceling.
Complete workflow:
- Members Without Visits Report – Run weekly (2 min)
- Filter for 14+ days without check-in (1 min)
- Export list for outreach (1 min)
- Send personal “we miss you!” messages via Sending Emails or text (10 min)
- Follow up with phone calls for high-value members (20 min)
Total time: 30-40 minutes weekly
Impact: Gyms doing this weekly retention check see 25-30% fewer cancellations than those who don’t.
Scenario 5: End-of-Month Financial Review
Situation: It’s the last day of the month and you need to review financial performance.
Complete workflow:
- Sales By Category – Revenue breakdown (3 min)
- Payments By Type Report – Payment method analysis (2 min)
- Outstanding Invoices Report – Accounts receivable (2 min)
- Contract Report – Active membership count (2 min)
- Export all reports for accounting (5 min)
Total time: 15-20 minutes
Troubleshooting Common Issues
“Member can’t log into the portal”
Most common causes:
- Using wrong email address
- Never set up portal password
- Email has typo in system
Solutions:
- Check Primary and Secondary Emails – verify correct email
- Send password reset link
- Update email address if incorrect
“Payment declined but member swears their card is good”
Most common causes:
- Card expired
- Billing address doesn’t match
- Bank flagged as fraud
- Insufficient funds
Solutions:
- Update Payment Information – re-enter card
- Verify billing zip code matches card
- Have member contact their bank
- Try alternative payment method
“Class isn’t showing on the schedule”
Most common causes:
- Class hasn’t been created yet
- Class is marked inactive
- Class schedule dates don’t include today
- Viewing wrong schedule
Solutions:
- Review Class Schedule setup
- Check class status (active vs inactive)
- Verify schedule date ranges
- Confirm you’re viewing correct schedule
“Staff member can’t access reports”
Most common cause: Staff permissions don’t include reporting access
Solution:
- Set Staff Permissions – grant report access
- Verify role assignment
- Consider if they actually need report access
“Automated emails aren’t sending”
Most common causes:
- Email templates not activated
- Personalized email address not configured
- Member has email unsubscribed
- Trigger conditions not met
Solutions:
- Check Automated Email Templates – verify active
- Verify Personalized Email Address setup
- Check member email preferences
- Review trigger conditions
Quick Start Guide for New Users
Just getting started with Member Solutions? Follow this sequence:
Week 1: Core System Setup
Day 1-2: Staff & Permissions (⏱️ 1-2 hours)
- ✅ Add Staff Members
- ✅ Set Staff Permissions
- ✅ Assign Staff to responsibilities
Day 3-4: Products & Contracts (⏱️ 2-3 hours)
- ✅ Create Categories
- ✅ Create Contracts for membership types
- ✅ Create Items for retail/services
- ✅ Create Packages if applicable
Day 5: Scheduling (⏱️ 1-2 hours)
- ✅ Create Schedule
- ✅ Class Schedule setup
- ✅ Assign instructors to classes
Week 2: Members & Operations
Day 1-2: Member Setup (⏱️ varies by member count)
- ✅ Add New Members or import existing database
- ✅ Enter contracts for existing members
- ✅ Add payment information
Day 3: Communication Setup (⏱️ 1-2 hours)
- ✅ Select Personalized Email Address
- ✅ Automated Email Templates setup
- ✅ Test automated emails
Day 4: Staff Training (⏱️ 2-3 hours)
- ✅ Train on Check-In procedures
- ✅ Practice Sell A Contract
- ✅ Review Managing Invoices
Day 5: Member Portal (⏱️ 1 hour)
- ✅ Personalize Member Dashboard
- ✅ Test member login and features
- ✅ Create member portal guide
Ongoing: Optimization & Maintenance
Daily Tasks:
- Check-In members
- Process payments for new sales
Weekly Tasks:
- Review Delinquency Report
- Run Members Without Visits Report
- Follow up on outstanding issues
Monthly Tasks:
- Review Sales By Category
- Check Contract Report for expiring contracts
- Analyze Payments By Type
Most Popular Resources
Based on usage data, here are the most accessed help articles:
🔥 Top 10 Most Viewed:
- Check In – Used multiple times daily
- Add New Member – Essential for growth
- Refund Payment – Common request
- Delinquency Report – Weekly necessity
- Freeze/Unfreeze – Frequent member request
- Automated Email Templates – High-impact setup
- Members Without Visits Report – Retention critical
- Sell A Contract – Daily revenue driver
- Managing Invoices – Billing essential
- Set Staff Permissions – Security important
Getting the Most Out of the Resource Center
Our Resource Center is your 24/7 support system. Here’s how to use it effectively:
Search Strategies
Use specific terms:
- ❌ “How do I use member solutions”
- ✅ “How do I add a new member”
Try different phrases:
- “Failed payment” or “declined card” or “billing issue”
- “Cancel membership” or “terminate contract”
- Multiple search terms often find better results
Look for related articles: Most articles link to related guides at the bottom – these connections often lead you to exactly what you need.
Learning Formats
📹 Video Tutorials: Many articles include video walkthroughs. Perfect if you’re a visual learner.
📝 Step-by-Step Guides: Every article has numbered steps with screenshots. Follow along as you work.
💡 Best Practices: Articles often include recommendations from successful gym owners.
🎯 Pro Tips: Real-world advice from our team and experienced users.
Bookmark Key Pages
Save these for quick access:
- Resource Center Home
- This complete guide (you’re reading it now!)
- Your 3-5 most-used articles
When to Contact Support
The Resource Center answers most questions in under 2 minutes. But sometimes you need to talk to a real person:
Contact Support When:
✅ You’ve checked the Resource Center and still can’t find your answer
✅ You’re experiencing a technical issue or bug
✅ You need help with complex setup or customization
✅ You have questions about your specific account or billing
✅ Something isn’t working as described in help articles
Before You Contact Support:
- Check this guide and the Resource Center first
- Have your account information ready
- Note any error messages you’re seeing
- Try to replicate the issue if possible
- Document what you’ve already tried
Frequently Asked Questions
How do I access the Member Solutions Resource Center?
Answer: The Resource Center is available 24/7 at kb.membies.com. You can also find it under the “Resources” dropdown menu on the Member Solutions website. No login required – all guides are freely accessible to everyone.
Related articles:
- All guides linked throughout this page
- Search function available on Resource Center homepage
Are there video tutorials available?
Answer: Yes! Many articles in the Resource Center include embedded video tutorials that walk you through processes step-by-step. Look for 📹 icons or video links within individual articles. Videos are especially helpful for visual learners and complex setup procedures.
Articles with videos include:
How often is the Resource Center updated?
Answer: We continuously update the Resource Center with new articles, video tutorials, and updated screenshots whenever features change or new capabilities are released. Articles show “Last Updated” dates so you know you’re viewing current information. If you notice outdated information, please let our support team know so we can update it.
Update frequency:
- Feature updates: Within 1 week of release
- Screenshot updates: Quarterly or as needed
- New articles: As new features launch
- Content improvements: Ongoing based on user feedback
Can I print articles from the Resource Center?
Answer: Absolutely. Each article has a print-friendly version accessible through your browser’s print function (Ctrl+P or Cmd+P). The printed version removes navigation elements and formats content for easy reading on paper. Great for creating training binders for new staff members.
Tip: Print the most-used articles and keep them at your front desk for quick staff reference.
What if I can’t find the answer I’m looking for?
Answer: First, try searching the Resource Center using different keywords or phrases – sometimes the feature you’re looking for is described differently than you’d expect. If you still can’t find what you need, contact our support team directly. We’re here to help, and we also use these questions to create new help articles for future users.
Search tips:
- Use specific terms instead of generic ones
- Try multiple search phrases
- Look through related articles
- Check the Quick Answer Guide at the top of this page
Is there a way to get notified about new articles or updates?
Answer: New articles are added to the Resource Center as features are released. Follow Member Solutions on social media or check your email for product update announcements that often link to new help resources. You can also bookmark the Resource Center home page and check periodically for new content.
Can I suggest topics for new Resource Center articles?
Answer: Yes! We love hearing what topics would be helpful. Contact our support team with article requests or suggestions for improving existing guides. User feedback directly influences what content we prioritize creating.
Most requested topics become new articles within 2-4 weeks.
Do you offer live training sessions?
Answer: Yes! All new clients receive personalized onboarding that includes live training sessions tailored to your business. Current clients can also request refresher training or advanced feature workshops. Contact your account manager or support team for details.
Training options:
- New client onboarding (included with signup)
- Role-specific training (owners, staff, instructors)
- Advanced feature workshops
- Custom training for specific needs
How do I know which articles apply to my specific membership type?
Answer: Most articles in the Resource Center apply to all Member Solutions accounts. If a feature or process is specific to certain account types (Full-Service Billing vs Self-Service Billing, for example), it will be noted clearly at the top of the article. When in doubt, articles generally apply to everyone.
Can I share Resource Center articles with my staff?
Answer: Definitely! Share article links with your team so everyone has access to the same training materials. The Resource Center is an excellent tool for training new staff members and creating consistent processes across your team. Many gyms print commonly-used articles and keep them in a binder at the front desk.
Pro Tip: Create a “New Staff Training” folder with links to essential articles:
- Check-In procedures
- Adding new members
- Selling contracts
- Processing payments
- Common troubleshooting
How quickly can I find answers in the Resource Center?
Answer: Most questions can be answered in under 2 minutes using the search function. Articles are written with step-by-step instructions and screenshots, making it faster than waiting on hold or submitting support tickets. For common tasks, you’ll find your answer almost immediately.
Average time to find an answer and resolve an issue:
- Simple tasks (check-in, refunds): 30 seconds
- Common questions (freezing accounts): 1-2 minutes
- Setup procedures (automated emails): 5-10 minutes
- Complex configurations (permissions, schedules): 10-20 minutes
Stay Updated
Bookmark this page and the Member Solutions Resource Center for instant access to help whenever you need it.
The more familiar you and your team become with these resources, the more efficiently your gym will run – and the more time you’ll have to focus on what matters: your members.
Ready to explore further? Visit the Member Solutions Resource Center to dive deeper into any topic, watch video tutorials, and discover best practices from successful gym owners.
Keep Members Longer. Grow Revenue Faster.
Smart tools that cut admin time and stop preventable churn.
Member Solutions provides membership management software for gyms, martial arts schools, fitness studios, and membership-based businesses. Our platform includes everything you need to manage members, process payments, schedule classes, and grow your business – backed by comprehensive resources and 24/7 access to help documentation.
