My Client Can't Book On The iLKB App: Cheat Sheet

Staff Check

Does the client have an active Pricing Option?

o Pricing Options can be used for visits that fall within its Activation and Expiration date – this information can be found in the Account Details. Confirm the date the client was trying to book a visit on and make sure it falls within this date range. If the visit does not fall within the date range and the client is being prompted to pay, have your manager check to see if the class has unpaid online sign scheduling enabled.

o Some Pricing Options have a finite amount of sessions. If the client has used all their sessions, they will be prompted to pay for any visits they’re trying to book. You can view the session count from the clients Account Details.

Is the ILKB Registration Client Type Assigned?

o A prerequisite has been programmed into the ILKB class which requires the Client Type ILKB Registration to be assigned to their profile. This Client Type is automatically assigned to their profile when they complete their First Class. If the client has been allowed to skip their First Class and will go straight into ILKB Classes, a staff member MUST assign the Client Type to their account.

o Search for the client > open their profile > locate and expand Client Types > Click Assign > Select ILKB Registration.

Has the client signed the Liability Waiver?

o Clients must sign the Liability Waiver before they can book classes at ILKB. They should be prompted to complete their profile and sign the liability waiver through the app.

o Search for the client, open their profile, expand Additional Information > View if Liability has been waived. If this has not been completed, they will be prompted sign the next time they make a reservation through the App.

Is the client’s app linked to their profile at the location?

o If a client’s profile isn’t properly synced to the location they’re trying to book at, their membership will not be recognized, and they will be prompted to pay. You can confirm that their account is synced through their profile in mindbody.

o Search for the client > open their profile > expand Mindbody account at the top of the page. If their account is synced correctly, this will show their name and email address.

o If nothing shows in the mindbody account section but they have logged into the app, check for duplicate profiles. Your manager will be able to merge the profiles and correct the account.

o If incorrect information is showing, contact the ILKB Corporate Team and provide the clients name and email address.

Are there any scheduling restrictions on the class?

o Scheduling restrictions and prerequisites will prevent clients from making a reservation. You can view what scheduling restrictions are on each class from the schedule page.

o Open the appropriate classes tab > find the class your client was having trouble booking > click the gear icon on the right-hand side > select View client sign-up restrictions.

Manager Check

Is the Service Category set up to allow online scheduling?

o For classes to be booked through the ILKB App, the Service Category must allow online scheduling.

o Go to Services and Pricing > find the Service Category you want to allow online scheduling for > click the gear icon in the right-hand corner > make sure Allow online scheduling has a check next to it.

Is the class allowing unpaid online scheduling?

o If a client is trying to book a class that is scheduled past the expiration date of their Pricing Option, the class must allow unpaid visits. If this is not enabled for the class, the client will be prompted to pay for the visit.

o Enabling unpaid visits doesn’t mean that any client can sign up unpaid. Clients must have an active autopay to make unpaid reservations because their next payment will cover the visit.

o Select the appropriate class tab > click on the name of the class the client was trying to book > find the checkbox marked Unpaid online signups and confirm that it’s checked.

Are there any duplicate accounts?

o If clients sign up on the Branded App using a different email address than the one in their location profile, a new account will be created for them. Mindbody uses the email address to connect profiles so a new email address will be viewed as a new client.

o Managers and Owners have access to a tool that locates duplicate clients and allows you to merge them together. When merging accounts, you always want to keep the account that is already linked to the ILKB App. You can confirm this by going into the client’s profile and expanding the mindbody account section at the top. Go to Manager Tools from the Home tab > choose Locate Duplicate Clients in the center column, enter 4 in both matching fields > click generate.