Your customers can download the MyStudio member app to manage their classes, register for events and other offerings, access curriculum, and more!
Table of contents
Member app vs member web app
We provide two ways your customers can access the member app. If they are accessing it on a desktop or other web browser, you can provide them with the member web app. This can be accessed in the control panel from sales > customer access. You can preview what this looks like for members, but it will require you to create an account, so you’ll show up as an app user in your system. Otherwise, copy the link and share it with individuals or your social media platforms.
The member app is an application that customers can download from the Apple or Google app stores onto their phone or tablet. This app is free and allows them to access their profiles and information while on the go. You can share these app store links from sales > customer access as well!
Creating an account
When a customer opens the app, they will first see the option to sign in or select they are a new user. If this is their first time in the app, they will select “I’m a new user.”
Note: this includes customers who are already in your system. When these customers create an app account, they will need to use the same information they provided you so that the system connects them correctly. Otherwise they may get error messages when attempting to sign up.
Customers can then choose to sign up with Facebook, Google, or Apple, or they can click “create user account” to create a login from scratch. If the customer chooses to sign up via a social media account, they will be prompted to login to said account. Additionally, potential customers can skip the sign up and continue as a guest, but people who do this won’t be able to access most parts of the app.
Create user account
When customers click “create user account,” they will be prompted to fill out the following information:
- First name
- Last name
- Phone number
Remember: if the customer is already in your system, they will need to use the same information they provided you so that the system connects them correctly. Otherwise they may get error messages when attempting to sign up, or a duplicate profile will be created that you will need to merge later.
Once filled out, the customer will receive a one-time password in their provided email. If they do not receive a verification code, they can resend one by clicking “didn’t get a verification code.”
Sign in
If a customer has already accessed the app before, they will click “sign in.” They will then be prompted to sign in via Facebook, Google, or Apple if they opted to register that way. Otherwise, they will enter their email and then be sent a one-time passcode.
Actions
Once logged in, the member app will open to the page you have set as your first icon in sales > member app/portal > app buttons. If you aren’t able to change these due to your MyStudio plan, this will default to the events page.
Customers can do the following actions in the member app:
Registrations
As long as you have the offering turned on, members can register for any of your available offerings or make purchases.
This includes registering new or existing family members to programs, signing up for events, registering participants for classes, etc.
Cancellations and rescheduling
Customers do not have the ability to cancel their memberships, trials, events, or retail purchases. However, customers can cancel and reschedule class appointments if you have turned this setting on in services and products > classes & appointments > class times. This includes ongoing schedules.
Classes are the only offerings that the customer can cancel or reschedule themselves. To do this, they will go to the participants list in their app (this may be under the three lines) > select the correct participant if there are multiple > click schedule on the left hand side > click the three dots next to the upcoming class they would like to cancel or reschedule.
If it’s an ongoing schedule, they will be asked if they would like to cancel or reschedule the single class or all ongoing classes as well.
Rerun failed payments
If a customer has failed payments, they will be shown the list of failed payments upon logging into the member app and attempting to access things like registrations or in-app messaging. The popup will show the participant, details of the payment, and the payment amount. Customers can choose to rerun all payments, or update the payment method on file.
If they choose to update the payment method, they will be redirected to the primary payment methods page in the my account section. For more information on this, see the section below.
If they choose to rerun payment, then all payments in the list will be rerun. If they only want to rerun specific failed payments, they will need to reach out to the studio. Failed payments prevent many actions from being performed in the app, except for things like accessing the participant profile to see, cancel, or reschedule classes.
Adding and updating payment methods
Customers can add and update their primary payment methods by going to the three lines > my account > primary payment method. If there is no information already listed, they can click to add payment methods. These payment methods will automatically appear in their primary customer accounts in your control panel.
CC
To add a primary credit card, customers will click the button under the credit card details subsection. If there is no credit card listed already, they will be automatically prompted to enter their credit card details.
If there are already registrations with future payments, once a credit card is added, the system will prompt customers to apply the card to any existing payment plans. Customers can only select one item. If there are any overdue payments, they will also be asked if they’d like to rerun them, but they will rerun on the card attached to them.
Important: updating a credit card on file does not automatically change the card on all current registrations! The new card will have to be applied to the specified registrations.
If the customer wants to add the credit card to other programs, they will need to click “payment options” and then click “apply to current billing schedules.” They will then be shown the list of programs to apply the card to again.
ACH
For security reasons, ACH can ONLY be added by customers from their end. To do so, they will go to the three lines > my account > add bank details. They will then have two options to connect their bank account - automatic connection, requiring login for their bank account, or manual verification, involving micro-transactions.
Automatic:
Note: the following screenshots are based on fake testing information from our payment processor. Your view will vary slightly.
To continue with the automatic connection, customers will click “agree and continue” on the popup. Then they will select their bank, login, and select which account to connect to.
Once connected, this payment method should be usable immediately.
Manual verification (micro-transactions):
To connect a bank account using micro-transactions, customers will click to add banking info then choose “manually verify instead” instead of selecting agree and continue. Then, they will be prompted to add their routing number and account number for the bank account they want to use.
Once added they will receive a popup message informing them that they will receive an email within a couple business days for further instructions.
Customers will also be able to apply the bank account to any existing payment plans.
Customers can only select one item. If there are any overdue payments, they will also be asked if they’d like to rerun them, but they will rerun on the payment method attached to them.
Important: updating a bank account on file does not automatically change ACH on all current registrations! The new bank account will have to be applied to the specified registrations.
If the customer wants to add the ACH to other programs, they will need to click “payment options” and then click “apply to current billing schedules.” They will then be shown the list of programs to apply the card to again.
Customers should receive the micro-transactions in their bank accounts within 1-2 business days. Once they receive these amounts, they can go back into their member apps > click the three lines > my account. There they will see the bank details are unverified.
They will then need to click “verify bank account” and enter the two amounts they saw deposited into their bank account.
Once verified, the member will be able to apply the ACH to current payments or use it for future purchases.
In-app messaging
You can send in-app messages to your customers via their member app! Check out our article for where in your control panel you can send these: Mobile Messages.
Basic in-app messaging is freely available for our growth and scale users. However, if you want to be able to add images and emojis, you can also purchase our communication enhancement add-on for $10/month.
If you are on our starter plan, you can still send these in-app messages, but members will not be able to respond back to them.
Curriculum
Customers also have access to the curriculum and resources you add to sales > member app/portal > resources. If you have set access restrictions to the resource and have hidden it from those who don’t have access, members will not see it in the member app. However, if you have not hidden it from those who don’t have access, members who don’t have access will receive a popup informing them so.
Need help or have more questions? Please reach out to our support team directly via our chats at the bottom right corner of your control panel, or by calling us at (757)997-1233.