Frequently asked questions

Loyalsnap is an all-in-one CRM and marketing automation platform built specifically for fitness studios and franchises. It helps owner/operators manage client relationships, automate marketing campaigns, and increase member engagement and retention — all from one central dashboard.

Yes — Loyalsnap is built specifically for fitness studios, gyms, and wellness brands.

Loyalsnap saves you time and money. We offer tools to streamline your marketing efforts, enhance client communication, and track member engagement. Loyalsnap’s features include automated email campaigns, lead management, performance analytics, and integrations with various booking systems, which means you have more time doing the things you love, like teaching, rather than selling.

Loyalsnap integrates seamlessly with popular booking systems such as Mindbody, Mariana Tek, and ClubReady. If you don't see your booking platform listed, feel free to contact us at sales@loyalsnap.com with the platform you'd like to see us integrate with!

Loyalsnap is connected to your booking platform (Mindbody, Mariana Tek, or ClubReady) and data automatically flows into your Loyalsnap Portal.

You can upload a CSV of clients who are not in your booking platform. Go to Client lists → Static client lists and create a list. You can text or email these clients yourself and add them to blasts. They don't get automations and don't show on the Dashboard until they are added to your booking platform. You can read about that feature here.

No. Your client data is private to your studio. Even when multiple studio accounts are linked under the same franchise, client information is not shared between locations without explicit configuration.

Yes. Loyalsnap takes data security seriously and uses industry-standard encryption and security practices to protect your data. Read our Privacy Policy for full details.

We offer three tiers of marketing and CRM features so you may choose which best fits your current and future needs. You can find our pricing options here.

No, Loyalsnap doesn’t offer trials or promotions.

We do not limit the amount of texts you can send per month. Pricing for texting in Loyalsnap is per text segment (160 characters) sent and received. Prices vary by country so please reach out to our team if you'd like more information.

You can create unlimited user accounts for your staff for no additional fee.

You can add extra features, like WhatsApp or Click to call, yourself. Go to Add-ons in the left menu and click Add to my plan. You need the Billing permission. Learn more here. To change your main plan, or if your studio is billed through your franchise, email us at support@loyalsnap.com and we will be happy to help!

You can sign up yourself on our pricing page. Pick a plan, then follow the steps to set up your account, add your studio info and payment, set up texting and connect your booking platform. Want to see Loyalsnap first? Book a demo and our team will walk you through it.

Loyalsnap offers in-portal chat, email support, a Help Center with step-by-step articles, walkthrough videos, monthly product updates, and webinars to help you get the most out of the platform.

New leads will appear as new in the dashboard. However, ALL of your leads will live in Loyalsnap — the full database is imported.

Your previous system's data won't be going away. You may need to cross-reference information especially in the beginning, but you'll be working out of Loyalsnap moving forward.

After signing up, Loyalsnap will integrate with your booking system and import your client data. From there, we recommend setting up automated campaigns to begin connecting with your clients and prospects. Our extensive help center has articles that can walk you through this process and suggest automations.

Automations will be your best friend! Set up welcome emails, class reminders, and follow-up campaigns early. Work your dashboard daily and lean on your account manager and the help center for guidance.

The most common pitfall is not working the dashboard daily — it's designed to be a to-do list, and it only works if your team uses it consistently. Also ensure your booking system integration is set up properly during onboarding, and get your automated campaigns live as early as possible.

Automate time-consuming tasks like welcome emails and class reminders. Personalize communications to engage members. By reviewing your dashboard regularly to identify and replicate successful strategies, you can boost gym member retention.

Start with simple campaigns, like welcome emails. You can change the email templates to fit your studio. In Reports → Automation performance, you can see open and click rates for your automations. To see how a blast did, open Blasts and click the blast.

Loyalsnap supports marketing automation by allowing you to create automated email and SMS campaigns, manage leads, and track engagement metrics to optimize your marketing efforts.

Yes. Loyalsnap has automated campaigns specifically designed to improve retention — including expiring membership alerts, win-back campaigns for inactive members, and visit-drop follow-up sequences. Your dashboard also flags at-risk members so you can reach out before they churn.

Loyalsnap enhances communication by automating personalized emails and SMS messages, providing member segmentation, and offering tools for timely and relevant outreach.

Loyalsnap offers robust analytics and reporting features, including campaign performance, member engagement, and retention metrics to help you make data-driven decisions.

Use Loyalsnap’s analytics and reporting tools to track open rates, click-through rates, and conversion rates. Adjust your strategies based on these insights to improve your fitness studio marketing.

Your account manager would be happy to set up time with you to review data and suggest tweaks that can optimize your campaigns. We also have a variety of help articles and tutorials in our knowledge center that may offer inspiration and guidance.

Yes — best practice is personal email. This makes onboarding and offboarding easiest and avoids access issues when studio emails change hands.

Go to Settings → Team. You'll see every team member and their status: Active, Invitation pending or Invitation expired. To see who hasn't signed in yet, use the status filter and choose Not signed in. To send someone a new invitation, click the arrow icon on their status. Note: you are the one who sets up accounts for your staff. Staff can't sign up on their own. Learn more here.

Each team member needs their own login. Don't share a single studio login. Go to Settings → Team to add individual accounts.

The greeting uses the name on the login you are using. If it shows an employee's name, that login belongs to that employee. Each team member should have their own login. Go to Settings → Team to add accounts or correct a name (you need the User admin permission), or change your own name in Settings → Profile.

You can reset your user password by following the steps in this article.

We would love to have you back! Just send an email to sales@loyalsnap.com and we will get you back up and running.

Since all data exists in your booking platform and is synced to Loyalsnap, you must make edits to client data within the booking platform. Once edits are made, that data will automatically sync to your Loyalsnap Portal.

You can copy templates from one studio to another. Go to Templates in the left menu, select the templates you want, click Copy to studios, and choose the studio. You need access to both studios. Learn more here.

Yes, in many cases. This is called phone number mirroring — Loyalsnap can display your studio's existing number for outbound texts after the setup process is complete. Contact support@loyalsnap.com to find out if your number qualifies and to get started.

Your studio has two phone numbers: a Transactional number for replies and automations, and a Marketing number for SMS blasts. You can see both in Settings → Messaging → Phone numbers. Learn more here.

If you've submitted the LOA (Letter of Authorization) paperwork, reach out to support@loyalsnap.com for a status update. Number mirroring typically takes a few business days to complete after submission.

Yes. Go to Settings → Team and click a team member. You need the User admin permission to do this. Turn each permission on or off, for example Inbox, Reporting & revenue stats, AI chat, Tasks or Studio settings. Staff without a permission won't see that part of Loyalsnap. Learn more here.

We currently integrate with Mindbody, Mariana Tek, and ClubReady.

Loyalsnap syncs booking and purchase data approximately every hour. Recently added sessions will update on the next sync cycle.

Typically, your booking platform will provide automations for purchase and booking confirmations. Loyalsnap emails are triggered based on your client’s behavior, so messages are always relevant and specific. The biggest difference is that the Loyalsnap team is made up of industry experts. We stay current with what’s happening in the industry now, and how to best communicate with your clients.

Our team sets up your automations during onboarding, based on your studio's goals. After that, you can turn them on or off, edit them, and duplicate them on the Automations page. If your studio is part of a franchise, your franchise may manage your automations.

Yes! The Loyalsnap texting app is your mobile solution for outreach on the go. Never miss an important text again!

Loyalsnap will show all activity (including that a call was made), but does not record calls. If you use a call recording service, those recordings live in that provider.

Loyalsnap replaces your lead management and text-based follow-up workflows — including MBO lead management and Messenger AI. All lead outreach, 1:1 texting, and follow-up tasks should be done in Loyalsnap going forward.

No. Loyalsnap is separate from Messenger AI and is meant to replace it. All texts moving forward will live in Loyalsnap.

Correct. You will no longer need to use Messenger AI.

New Lead = unscheduled, no purchase yet.

FTE No Booking = a lead that has purchased the intro offer but has not yet booked their first session.

Yes. Loyalsnap will use a different number initially, with an option to mirror your current studio number after rollout. This is phone number mirroring — you still keep your number with your current phone provider.

The Dashboard is a tool for your studio to find the clients who need a more personal touch. It works like a to-do list. Its categories catch clients at important steps in their journey, so no one falls through the cracks. Our team builds your first Dashboard categories based on our industry knowledge and best practices. Team members with the Dashboard category management permission can also add, edit and turn off categories from the gear icon on the Dashboard.

Loyalsnap offers tools for capturing and nurturing leads. You can track potential clients, segment them based on their interaction history, and create targeted campaigns to convert them into paying members.

We offer a robust Task Management feature that includes the ability to assign tasks to your staff! Tasks can also repeat on a schedule: daily, weekly, monthly, yearly or a custom interval. Find out more here.

All categories are trigger-based — leads automatically move through categories based on their actions in your booking system (account creation, purchases, bookings, visit status, expirations). Your job is to work the dashboard daily.

There is no built-in "Contact made" category. Dashboard categories update on their own, mostly from your booking system data. To track leads you've contacted, add them to a static client list, like "Contact made". The list shows in the Lists section of the client's profile.

Most categories will include a suggested text. Scripts are easily removed, and you can also create "Response Templates" for your team.

Yes — there are 2 different views: Grid view and List view. Switch between them with the icons in the top right corner, next to the settings wheel.

Yes — all PIFs are included.

No. Categories are automated, and you can't add someone to a category by hand. You can remove a client from their current category, or pause their dashboard categorization for a while. You can also use Client lists to tag people (e.g., "contact made", "referral") for your own tracking.

Open the client's profile and click the 3 dots next to their name → Dashboard → Remove from category. They will come back on the Dashboard when they qualify for a new category. To undo it, choose Dashboard → Restore to category. You can also choose Remove from Loyalsnap to stop all messages to them, or Messaging → Disable texting.

Open the client's profile and click the 3 dots next to their name. To keep them off the Dashboard, choose Dashboard → Pause categorization. To stop all messages, choose Remove from Loyalsnap. To stop texts only, choose Messaging → Disable texting. Important: also opt them out in their booking system profile.

They still live within Loyalsnap — just not in a dashboard bucket. Create a dynamic list to find and reference them for future campaigns, announcements, or reactivation.

There are a few reasons why a lead may not be appearing in Loyalsnap. To start, have you confirmed that these leads are in the booking platform? Loyalsnap pulls client information from your booking platform, so if the client isn't in your booking platform, they usually won't show up in Loyalsnap. The exception is inbound text leads: if your studio has this turned on, anyone who texts your Loyalsnap number from a new number is added as a lead.

If you've confirmed that they are in the booking platform, do they have an email address or a phone number? Clients need at least one of these to be added to Loyalsnap. Clients with only a phone number are added, but they won't receive emails.

Mindbody users only: If they do have an email address or phone number, do they have a Mindbody ID? If not, in the client's Mindbody profile under "edit" click "assign". They should show in Loyalsnap after that! Finally, do they have a blue warning label at the top of their account advising their account is not associated with a verified Mindbody account?

Here is a Mindbody help article with how to advise the client to verify their account so that they will appear in Loyalsnap and also be able to accomplish other things in their Mindbody account!

Tasks are set by your team. They don't fill in on their own from dashboard categories. The two are separate. To add one, open a client's profile, click the 3 dots and choose Set a follow-up.

Open the client's profile and click the 3 dots → Dashboard → Remove from category. They will move into the right category on their own when they qualify for it.

Check for duplicate accounts. This is the most common cause. Search the name in your booking system and merge any duplicates there. Then open the duplicate in Loyalsnap, click the 3 dots and choose Remove from Loyalsnap. If you're not sure which one is the duplicate, email support@loyalsnap.com.

This can happen during the transition to a new system. Once your team actively clears the dashboard daily, it will auto-correct itself.

Dashboard utilization (on your Home page) shows how many clients your team contacted out of everyone who entered a dashboard category in the last 24 hours. Only a text, email or call counts as contact. Removing a client from a category does not. So if you cleared the Dashboard without reaching out, those clients still count as not contacted.

Loyalsnap syncs booking data approximately every hour. Recently added sessions will clear out on the next sync cycle.

Static lists

Clients you add yourself, one by one or with a CSV upload. The list shows in the Lists section of the client's profile. Great for "contact made", "referral", etc.

Dynamic lists

Segments that update on their own, based on rules you set. Great for "members not visited in 7+ days", retention tracking, etc. These don't show on the client's profile. You can send an email or SMS blast to either kind of list. A blast to a dynamic list goes to whoever is on the list when it sends. Dynamic client lists are turned on for each studio. If you don't see them, email support@loyalsnap.com.

Yes! Use Dynamic Lists to create any custom segment. Retention dynamic lists are especially powerful for this use case.

Not on the dashboard card itself. When you add a client to a static list (like "Contact made"), the list shows in the Lists section of their profile. Click the client on the dashboard to see it.

Yes — dynamic lists can be exported as a CSV file. Open the list, click the 3 dots, and choose Export. Static lists can't be exported.

Not automatically. If you don't convert them during that contact, set a manual task to follow up on your preferred schedule.

Yes — Loyalsnap supports SMS (text messages) and MMS (texts with an image or GIF). You can send them 1:1 from the Inbox or a client's profile, and in SMS blasts. MMS is available in the United States and Canada, and it needs to be turned on for your studio. To turn it on, email support@loyalsnap.com. Learn more here.

Yes, Loyalsnap allows you to personalize your communication through email templates, dynamic content, and tailored messaging based on client behavior and preferences.

You can run a variety of automated marketing campaigns including welcome emails for new members, reminders for class renewals, promotions for upcoming events, and re-engagement campaigns for inactive members.

You sure can! Check out our Email Blast feature here.

Yes. All blast activity is automatically logged to each recipient's profile.

Yes, for email. You can upload your old unsubscribe list yourself. Go to Blasts → Email blasts, click the gear icon, and choose Upload unsubscribed users from CSV. Learn more here. For text opt-outs, or if you have questions, email support@loyalsnap.com.

No. You should only be sending texts in Loyalsnap and use that as your main texting source. Responses from your current phone provider would need to be manually input.

Yes. You can connect WhatsApp for Business and send automations by WhatsApp instead of SMS. Meta must approve each automated message before it can send. If you have the Billing permission, you can turn on WhatsApp yourself from Add-ons in the left menu. Learn more here. Otherwise, email support@loyalsnap.com to get started.

Yes. With Click to Call, you can call clients straight from their profile in Loyalsnap. Each call is logged on the client's profile. Click to Call is available for studios in the United States. If you have the Billing permission, you can turn it on yourself from Add-ons in the left menu. Learn more here. Otherwise, email support@loyalsnap.com to turn it on.

Yes. In the Inbox, Write for Me drafts a message for you, and AI reply suggestions give you quick answers to client texts. You can edit any message before you send it.

Yes. Click Templates in the left menu and create a text template. You can use it in SMS blasts and automations, and each template shows where it's used.

Yes. Click Reports in the left menu. You'll find Overview, Assisted revenue, Staff outreach (your team's texts, emails and calls), Automated messages, Automation performance, Reply rate and Unsubscribes. People with the Franchise permission also see a Franchise report. The reports you see depend on your account type and your permissions.

A call only counts in the Staff outreach report once it is logged. After each call, pick a call result and click Save call result. Calls made with Click to call are logged too. A note added without a call result does not count as a call. Also check the date range at the top of the report. If the numbers still look wrong, contact support@loyalsnap.com.

Not on the dashboard card. To check calls without opening each client, go to History in the left menu and filter by Call or Call result. You can also see the activity log in Reports → Staff outreach.

Client Note — for important info (injuries, health conditions, membership details). Can be pinned to stay at the top.

Call Note — for anything discussed during a conversation.

Task Note — for context when creating a follow-up task for another team member.

Best practice: double-note only for critical items (past dues, membership changes, injuries) in both systems. Everything else can live in Loyalsnap only. If you use ClubReady and notes sync is on, your Loyalsnap notes also show in ClubReady.

It depends on your booking system. If you use ClubReady, Loyalsnap can add your notes, logged calls and texts to the client's notes in ClubReady. Learn more here. For other booking systems, notes created in Loyalsnap stay in Loyalsnap, so copy critical notes to your booking system by hand.

The booking system would need to open their API for this. Not currently available.

Loyalsnap offers various support options including a comprehensive help center, email support, and an answer bot. You can access articles, FAQs, and tutorials to resolve common issues or get assistance from our support team.

Not 24/7. Support is available Monday–Friday, 9 AM–5 PM EST. Outside those hours, you can use the help center and answer bot for self-service support at any time.

You can contact Loyalsnap’s customer service team via email at support@loyalsnap.com or use the answer bot.

We strive to reply to all messages within two days; a typical response time is less than 12 hours.

You can book a live training session for your team. Learn how here. For self-paced learning, the Help Center has a Getting Started section with guides and videos.

94%.

Loyalsnap gathers feedback through our feature request boards, direct feedback during support conversations, and regular reviews. We use this feedback to improve our service and plan new features. When you submit a request, we'll email you updates on its status.

Loyalsnap reviews its customer support process quarterly.