Frequently asked questions

How do I add a colleague to the back office? You cannot do that yourself. Staff accounts and roles are created by Bookasport. E-mail Bookasport with name, e-mail address and the desired role (manager, front desk or instructor). See Signing in, security and roles.

I am the owner and my phone with the authenticator app is lost. E-mail support@bookasport.nl from your account's e-mail address. After verification Bookasport removes the authenticator; you pick a new password through Wachtwoord vergeten? and set up a new authenticator at your next sign-in. See Signing in, security and roles.

How do I add a new class type, room or instructor? Through Bookasport. There is no screen for it. The same goes for a class type's duration, colour and booking rules. See Settings.

I planned a class at the wrong time. How do I change it? A class cannot be edited. Cancel the class (members get their credit back and an e-mail) and plan a new one. See Schedule and classes.

My instructor changes or the class time shifts. What do I do with the template? Deactivate the old template, create a new one and roll it out. Classes already generated from the old template you cancel one by one. See Templates.

How do I skip the holiday week? Do not roll out that period, or cancel the already generated classes one by one. There is no pause button for templates. See Templates.

Can I cancel a member's booking? Not per booking. The member cancels themselves on the member site. You can cancel the whole class, or accommodate a member with a new pass. See Schedule and classes.

Why can't the instructor mark attendance before the class? Marking is possible only from the start time of the class. That is deliberate, so an early "no-show" cannot disturb the count for automatic cancellation. See Schedule and classes.

Why does a class show as full when people did not come? A member marked Niet gekomen keeps their place. Only a cancellation frees a place. See Schedule and classes.

Can I put a member on the waitlist myself? No. Only the member themselves, on the member site. You can remove someone from the waitlist, and book a member in directly if there is room. See Schedule and classes.

How do I give a member extra classes or extend a pass? Not on an existing pass. Issue a new pass on the member profile. See Members and their passes.

A member paid in cash. How do I give the pass? On the member profile with Rittenkaart toekennen. The pass starts today. See Members and their passes.

How do I change a member's e-mail address or name? Name, phone and language the member changes themselves under My profile. An e-mail address can only be changed by Bookasport. See Members and their passes.

Can I delete a member? Not in the back office. Ask Bookasport.

A member wants another trial class. Is that possible? No, one trial class per member, even after a decline. Issue a normal pass if you want to give someone a class anyway. See Trial classes.

I want to change a product's name or number of classes. Not possible afterwards. Set the product to inactive and create a new one. Only the price and the status can be changed. Members' existing passes do not change. See Products.

What happens to running passes when I deactivate a product? Nothing. Passes and memberships members already have stay valid. See Products.

How do I refund a member? In your own Mollie dashboard, via the Mollie-id from the payments overview. Bookasport does not see the refund; suspend the pass through the member profile if needed. See Payments and the Mollie connection.

A member says they paid, but has no pass. Wait a quarter of an hour: Bookasport checks hanging payments by itself. If the payment is still Open after that, look in Mollie and check the connection. Do not issue a pass meanwhile, or the member gets two. See Payments and the Mollie connection.

How do I switch to another Mollie account? With Opnieuw koppelen, but talk to Bookasport first: running memberships have a mandate at the old account. See Payments and the Mollie connection.

A membership direct debit failed. What should I do? Nothing. Bookasport tries again after three days, suspends the membership after a week and ends it after thirty days. The member can pay at any time with Pay now. You get an e-mail on suspension and termination. See Managing memberships.

A member paid an outstanding period in cash. Record it with Buiten Mollie betaald on the membership page. See Managing memberships.

Can I stop a membership immediately? Only if it is suspended. A paid membership always runs until the end of the period. See Managing memberships.

How do I raise the price of my membership? Under Producten with Prijs wijzigen; tick there whether the running memberships go along. Members get an e-mail at least fourteen days in advance and can cancel until the effective date. See Products and Managing memberships.

Why don't I get an e-mail on a new trial class request or a new member? That is by design; you see those in the back office. The studio only gets e-mail about suspended and ended memberships and chargebacks, on the notification address. See E-mails.

How do I put the schedule on my website? Copy the line of code under Embed into your site's HTML. Booking opens the member site in a new tab. See Settings.

I see the screen "Even geduld". Bookasport is rolling out a new version. Try again in a few minutes. See Signing in, security and roles.

I am not getting the confirmation e-mail for my sign-up. Check your spam folder; the sender is noreply@bookasport.nl. If the link has expired, sign up again with the same address. See Your account.

I train at two studios that use Bookasport. Do I need two accounts? No, your password works for both. Ask the second studio to add you and then log in on that studio's address. See Your account.

How do I change my e-mail address? Not yourself; ask your studio. See Your account.

Why can't I book a class? Usually because the booking window is not open yet or has already closed, because the class is full, or because you have no valid pass on the day of the class. The schedule tells you which. See Schedule, booking, cancelling and the waitlist.

Do I get my class back if I cancel? Yes, if you cancel before the cancellation deadline (by default 12 hours before the class). After that you can still cancel, but the class is lost. See Schedule, booking, cancelling and the waitlist.

I was on the waitlist and got booked in without confirming. That is how the waitlist works: when a place frees up, the first on the list is booked automatically and gets an e-mail. If you do not want it after all, cancel as usual. See Schedule, booking, cancelling and the waitlist.

How do I get off the waitlist? With Leave the waitlist next to the class or under My bookings.

I have a class pass and a membership. Which one is used? Your membership. The class pass stays unused as long as the membership runs. Keep an eye on that pass's validity. See Your membership.

I paid but my pass is not there. Wait up to a quarter of an hour and refresh My account. If it is still not there, contact the studio. Do not pay again. See Buying and your balance.

Can I buy a pass that starts later? No, a pass always starts today. See Buying and your balance.

My charge failed. What now? Pay through Pay now on My membership. If you do nothing, Bookasport tries again after three days; after a week your membership is suspended and after thirty days it ends. See Your membership.

I want to pause my membership. Ask your studio; pausing yourself is not possible. You get the pause days back at the end of your period. See Your membership.

I cancelled but was still charged. A charge that was already on its way on the day you cancelled cannot be stopped. You do get that whole period. See Your membership.

Can I undo my cancellation? No. You can start a new membership right away; it then begins a new period. See Your membership.

How do I get a refund? Through your studio; Bookasport does not handle refunds. See Buying and your balance.

I see "This page does not exist". Check the address: your studio's member site is https://<studio>.bookasport.nl. The address studio.bookasport.nl is for staff.