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    13
    Switch on automations and email templates
    Set up branded emails once and let automations send them at the right moment.

    Automations send the right message at the right moment — birthdays, missed sessions, failed payments — while you're busy training. Set them up once and they run every day without you lifting a finger, using email templates that already carry your branding.

    Automation lives under Settings > Automation. If you can't see it on your account, contact support to check it's included in your package.

    i Summary How to?
    1. Open Email Templates — email Templates sits in the COMMUNICATION column.
      Go to: SETTINGS > Email Templates  |  Who: Manager
      • Before you start, glance at the notifications on your TODAY page — it helps you decide what's worth automating.
      • Hover over SETTINGS and click Email Templates under COMMUNICATION.
      SETTINGS menu open with Email Templates highlighted
      Email Templates sits in the COMMUNICATION column.
    2. Review the ready-made templates — start with the templates you already have.
      Go to: Email Templates list
      • Your account comes with templates ready to use — for example Check in after attendance drop, Happy Birthday, New Prospect Email and Payment - Failed and Re-Submitted.
      • Click a template name to open and personalise it, or click Add to create a new one.
      Email Templates list with the Add button and four useful templates highlighted
      Start with the templates you already have.
    3. Create or edit a template — tip: when editing, click beside blue link text rather than on it.
      Go to: Email Templates > Add / click a template
      • Set the Type: Transactional for messages every client must receive (reminders, payments) or Marketing for promotions — marketing emails won't reach clients who declined marketing.
      • Enter a Name(for you) and a Subject(what the client sees).
      • Write the Body. Type {{ to insert client details such as their first name.
      • Drag buttons from the DRAG AND DROP panel on the right — joining links, booking links, products and pages — straight into the email.
      • Set Linked To(usually Member) and click Save.
      New Email editor with the Type, Name and Subject fields, the Drag and Drop panel and the Save button highlighted
      Tip: when editing, click beside blue link text rather than on it.
    4. Open Automation — automation sits in the YOUR CLUBMANAGER column.
      Go to: SETTINGS > Automation  |  Who: Manager
      SETTINGS menu open with Automation highlighted
      Automation sits in the YOUR CLUBMANAGER column.
    5. Add and switch on an automation — enabled automations also appear on your Today page.
      Go to: Automation > + ADD AUTOMATION
      • Click + ADD AUTOMATION.
      • Choose When this happens(the trigger — e.g. Birthday ), then Do This(the action — e.g. Send Email Template ) and pick your template.
      • Save. Each automation shows its trigger and number of actions, with Enabled, Edit, Copy and Delete controls underneath.
      • Use Enabled to switch an automation on or off without deleting it.
      Automation page with the Add Automation button and an automation card highlighted
      Enabled automations also appear on your Today page.
    ★ Five automations to switch on first
    • Birthday → Send Email Template → Happy Birthday.
    • Attendance Starts To Lapse → Send Email Template → Check in after attendance drop.
    • Payment Failed → Send Email Template → Payment - Failed and Re-Submitted.
    • New Prospect Added → Send Email Template → New Prospect Email.
    • Membership Is Due To End Or Has Ended → Send Email Template → a renewal email with a Joining/Renewal link.
    i Tips & good to know
    • Start small — three to five automations is plenty. Too many at once means notification overload for you and your clients.
    • Add yourself as a test client so you receive each email and can check how it looks.
    • Use Search on the Automation page (e.g. type "send") to find an automation quickly, and group them as your list grows.
    • Once an automation is saved, it doesn't need saving again to keep running.
    14
    Sending comms
    Message one client or all of them by email, push, SMS or WhatsApp, all from one place.

    Regular, personal contact is what clients pay a personal trainer for. ClubManager lets you message one client or all of them by email, push, SMS or WhatsApp from one place — and every message is logged on their record.

    Email and app push messages are included. SMS and WhatsApp use pay-as-you-go credits, and WhatsApp templates need approval from Meta first.

    i Summary How to?
    1. Message one client from their record — the comms bar on every client record.
      Go to: Client record > Details > comms bar
      • Open the client and use the icons at the top of their record: EMAIL, PUSH, SMS, WHATSAPP, CALL or SHARE.
      • Choose a template or write your own message and send.
      Client record with the Email, Push, SMS, WhatsApp, Call and Share icons highlighted
      The comms bar on every client record.
    2. Chat with a client in the app — two-way messaging with your client.
      Go to: Client record > Messages (left-hand menu)
      • Click Messages in the client's left-hand menu to see the conversation.
      • Type in the Type Message box at the bottom and press the arrow to send. Replies from the client appear here too.
      Messages tab highlighted in the left-hand menu with the Type Message box
      Two-way messaging with your client.
      Messages screen in the member app
      The same conversation in your client's app.
    3. Message a group of clients — filter first, then send — only the listed clients receive it.
      Go to: MEMBERS > All Members  |  Who: Manager, Intermediate
      • Hover over MEMBERS and click All Members.
      • Narrow the list with the status filters ( All, Prospects, Active, Debtor, Expired …) and Select tags.
      • Click Send Email, Send SMS, Send Push or Send WhatsApp, choose a template and send.
      All Members grid with the search and tag filter, status filters and Send buttons highlighted
      Filter first, then send — only the listed clients receive it.
    4. Message everyone booked on a session — message all attendees of a session in one go.
      Go to: Calendar > click a session > Actions
      • Open the session and use Send push message, Send SMS to attendees or Send email to attendees under ACTIONS — ideal for a change of venue or a cancelled session.
      Edit Booking panel with the send push, SMS and email to attendees actions highlighted
      Message all attendees of a session in one go.
    5. Set up templates for each channel — one template list per channel, all under COMMUNICATION.
      Go to: SETTINGS > SMS / WhatsApp / Push / Email Templates  |  Who: Manager
      • Save time by creating templates for messages you send often — session reminders, programme updates, check-ins.
      SETTINGS menu open with the SMS, WhatsApp, Push and Email Templates items highlighted
      One template list per channel, all under COMMUNICATION.
    i Tips & good to know
    • Push messages go to the app only — clients who haven't installed it won't receive them.
    • SMS and WhatsApp are charged by the network/provider — check your credits before a big send.
    • WhatsApp templates must be approved by Meta (allow up to 24 hours) and can't end on a merge field.
    • Marketing-type templates skip clients who haven't given marketing consent — use Transactional for essential messages.
    • Every message is recorded in the client's Journal under Comms.
    ⚙ Automate this
    • In Settings > Automation, set When this happens to "Booking Is Due To Start Or Has Started", then under Do This choose "Send ClubLink Template" to send an automatic session reminder push.
    15
    Managing payments
    Set your packages up once, collect automatically, and let the app nudge clients who fall behind.

    Chasing money is the part of the job nobody enjoys. Set your packages up once, collect automatically, and let the app nudge clients who fall behind — so you spend your time training, not invoicing.

    To take card or Direct Debit payments you need a connected payment gateway — Stripe (UK/AU/US and others), GoCardless (UK-focused) or Worldpay (UK/NZ/AU). The branch-wide All Payments list may need a higher package; each client's own Payments tab is available on every account.

    i Summary How to?
    1. Connect a payment gateway — allow around 48 hours for a new gateway to be ready to take payments.
      Go to: SETTINGS > Payment Gateways  |  Who: Manager
      • Hover over SETTINGS and click Payment Gateways(or connect Stripe / GoCardless from ADD-ONS).
      • Follow the sign-up — you'll need your company and bank details. Complete any verification email the gateway sends before taking payments.
      • Select a gateway and use SET AS DEFAULT and TOGGLE ONLINE to choose which one clients use online.
      Payment Gateways list with connected gateways and the Set as Default and Toggle Online buttons highlighted
      Allow around 48 hours for a new gateway to be ready to take payments.
    2. Create your PT packages — build all your packages before you add clients.
      Go to: SETTINGS > Membership Types  |  Who: Manager, Intermediate
      • Click Add to create a package — for example Monthly PT (4 sessions) , 10-Session Pack or Online Coaching.
      • Tick Available Online for packages clients can buy themselves; each gets its own Online Joining Link.
      Membership Types list with the Add button and Available Online and Online Joining Link columns highlighted
      Build all your packages before you add clients.
    3. Set the price and payment schedule — payments, online joining and session-pack settings for a package.
      Go to: Membership Types > click a package > Edit
      • Under BASIC SETTINGS, give it a name, description and Membership Term.
      • Under PAYMENTS, add a Single Payment(e.g. a starter fee) and/or a Recurring Payment(e.g. £35 monthly for 12 times). Tick Then automatically roll to continue after the term.
      • For session packs, set SESSION BASED to the number of sessions included.
      • Under ONLINE JOINING, tick Show Online and Highlight your best-seller. Click Save.
      Edit Membership Type page with Payments, Online Joining and Session Based settings highlighted
      Payments, online joining and session-pack settings for a package.
    4. Put a client on a package — the summary shows every payment before you confirm.
      Go to: Client record > Add Membership (left-hand menu)
      • Open the client and click Add Membership in the left-hand menu.
      • Choose whether this is a renewal, replaces their previous package, or runs alongside it.
      • Pick the Type and Start Date, check the SUMMARY OF MEMBERSHIP payment schedule on the right, then click Next to set up how they'll pay.
      Add Membership page with the menu item, previous-membership options and payment summary highlighted
      The summary shows every payment before you confirm.
    5. Check or record a client's payments — a client's full payment history.
      Go to: Client record > Payments (left-hand menu)
      • Click Payments in the client's left-hand menu to see every payment and its status.
      • To record a payment taken outside ClubManager, tick it and use Mark paid by(e.g. Cash, Card, Cheque).
      • If you change an amount, only tick adjust all future payments if you really mean to.
      Client Payments tab highlighted with the Mark paid by toolbar
      A client's full payment history.
    6. See who owes you — all Payments is the last item under ACCOUNTS.
      Go to: ACCOUNTS > All Payments > Unpaid  |  Who: Manager
      ACCOUNTS menu open with All Payments highlighted
      All Payments is the last item under ACCOUNTS.
      • Click Unpaid in the left-hand menu to see everyone past their due date.
      • Click a client's name to jump to their record and resolve it.
      All Payments page with the Unpaid filter highlighted
      Start here every week.
    7. Let the app chase unpaid fees — a free, polite reminder that works while you sleep.
      Go to: SETTINGS > App Settings > Monetisation  |  Who: Manager
      • Tick Prompt to Pay Unpaid Fees. Clients with an overdue fee see a banner in the app and can clear it by card straight away.
      App Settings Monetisation options with Prompt to Pay Unpaid Fees highlighted
      A free, polite reminder that works while you sleep.
    i Tips & good to know
    • Choose your collection days in Branch Details → Financial Settings: Any Day(no pro-rata) or 1st or 15th Only(pro-rata applies).
    • A cancelled Direct Debit or expired card causes repeat failures — check the client's payment methods first.
    • A client with a payment in failed state can be blocked from booking until it's cleared.
    • ClubManager can't see inside your Stripe or GoCardless account — use their dashboards for payouts and disputes.
    ⚙ Automate this
    • In Settings > Automation, set When this happens to "Payment Failed", then under Do This choose "Send Email Template" using Payment - Failed and Re-Submitted to let the client know straight away.
    • In Settings > Automation, set When this happens to "Payment Method Is Due To Expire Or Has Expired", then under Do This choose "Send Email Template" to ask the client to update their card before a payment fails.
    📣 Promote & share this
    • Every package has an Online Joining Link and, on its edit page, Share this and Download QR buttons — post them on social media or print them.
    16
    You're almost there — build your client base
    Capture every enquiry, share your joining and taster pages, and turn happy clients into referrers.

    New clients rarely arrive ready to buy — they enquire, try a session, then commit. ClubManager captures every enquiry as a prospect and gives you ready-made joining, taster and contact pages to share, so no lead slips through.

    Website Integrations (Online Joining, Taster Sessions, Registration and Contact Form), prospects and posters are on every package. The formal Sales pipeline is a higher-tier feature and isn't covered here.

    i Summary How to?
    1. Add a prospect — a name is all you need to start — gather the rest later.
      Go to: MEMBERS > Add Member  |  Who: Manager, Intermediate, Salesperson
      • Hover over MEMBERS and click Add Member.
      • Choose PROSPECT for someone who might join later, or ACTIVE for someone joining now.
      • Enter at least their First Name and Last Name(add email and mobile so you can follow up), then save.
      New Member form with the Prospect and Active options and the name fields highlighted
      A name is all you need to start — gather the rest later.
    2. Share your joining, taster and contact pages — three pages that turn followers into clients.
      Go to: ADD-ONS > Website Integrations  |  Who: Manager
      • Open ONLINE JOINING to get a link where clients choose a package and pay.
      • Open TASTER SESSIONS for a page where newcomers book a trial session.
      • Open CONTACT FORM for a simple enquiry form — every submission becomes a prospect.
      • Copy each link, embed code or QR code onto your website, Instagram bio or Facebook page. Preview with Your Club Demo Site first.
      Website Integrations page with the demo site link and the Online Joining, Taster Sessions and Contact Form rows highlighted
      Three pages that turn followers into clients.
    3. Make a session available as a taster — turn any slot into a bookable taster.
      Go to: Calendar > click a session > Edit Booking
      • Tick Taster session on the session so it appears on your taster page.
      • Under PAYMENT, set a Cost for non-members if you charge for trials — a small fee improves turn-up compared with free.
      Edit Booking panel with the Taster session tick box and the Payment section highlighted
      Turn any slot into a bookable taster.
    4. Share a package link or QR code — perfect for a special offer post.
      Go to: SETTINGS > Membership Types > Edit > Getting It Out There  |  Who: Manager
      • Open a package and use Share this or Download QR to share that one package directly.
      Getting It Out There section with Share This, Download QR and the QR code highlighted
      Perfect for a special offer post.
    5. Print ready-made posters — branded posters, ready to print.
      Go to: TODAY > Reports and Posters  |  Who: Manager
      • On the Today page, click App Install Poster or Joining Poster to print a branded QR poster for your studio, gym noticeboard or car window.
      Reports and Posters panel on the Today page with the App Install and Joining posters highlighted
      Branded posters, ready to print.
    6. Turn clients into referrers — word of mouth, built into the app.
      Go to: SETTINGS > App Settings > Referrals and Sharing  |  Who: Manager
      • Tick Share / Invite Functions, Join Friend and Send Gift to Friend Membership so happy clients can invite friends — or gift them a package — from the app.
      Member app home screen with the Send a Gift to a Friend panel highlighted
      Word of mouth, built into the app.
    i Tips & good to know
    • Every Contact Form, taster and registration submission lands as a prospect — check your list regularly so no enquiry goes cold.
    • Share the full joining link when you want people to see all packages; a package's own link shows only that package.
    • Unticking Show Online on a package removes it from your joining page.
    • Connect a payment gateway before you share joining links, so people can pay on the spot.
    ⚙ Automate this
    • In Settings > Automation, set When this happens to "New Prospect Added", then under Do This choose "Send Email Template" using New Prospect Email to thank them and include a joining button.
    • In Settings > Automation, set When this happens to "Member Becomes Active", then under Do This choose "Send Email Template" to welcome new clients and invite them to the app.
    📣 Promote & share this
    • Post your Online Joining and Taster Session links on Facebook, Instagram and WhatsApp, or drop the QR codes into Canva designs.
    • Use the Share this action on a session to copy a direct booking link.
    17
    Retaining your clients
    Spot clients who are drifting before they cancel, and reward the ones who keep showing up.

    Keeping a client is far cheaper than finding a new one. ClubManager flags clients who are drifting before they cancel, and rewards the ones who show up — so you can step in at exactly the right moment.

    Uses the Today page, member alerts, automations, the Journal and the member app's gamification features.

    i Summary How to?
    1. Check the Active Member Snapshot — updated daily — your retention to-do list.
      Go to: TODAY > Current Active Member Snapshot  |  Who: Manager
      • On the Today page, review the snapshot tiles: Members on red alert, Sleeping members, Members on fourteen day retention alert, Members have missed a payment and more.
      • Click VIEW on a tile to see exactly who is in it, then contact them.
      Current Active Member Snapshot on the Today page
      Updated daily — your retention to-do list.
    2. Spot at-risk clients in the members list — a quick visual health check of your whole client list.
      Go to: MEMBERS > All Members > Alert column  |  Who: Manager, Intermediate
      • The Alert column labels each client — for example Consistent, Good, Sleeping or No Attend.
      • Sort or scan it weekly and message anyone who has slipped.
      All Members grid with the Alert column highlighted
      A quick visual health check of your whole client list.
    3. Automate a check-in when attendance drops — the template is ready — just switch on the automation.
      Go to: SETTINGS > Automation  |  Who: Manager
      • Add an automation with When this happens set to Attendance Starts To Lapse and Do This set to Send Email Template.
      • Choose the ready-made Check in after attendance drop template ("We've missed you!") and personalise it.
      Email Templates list with the Check in after attendance drop template highlighted
      The template is ready — just switch on the automation.
    4. Reward consistency in the app — streaks, points and achievements give clients a reason to keep turning up.
      Go to: SETTINGS > App Settings > Gamification  |  Who: Manager
      • Tick Attendance Streaks, Attendance Leaderboard, Member Points and Member Achievements and Photos.
      App Settings Gamification options highlighted
      Streaks, points and achievements give clients a reason to keep turning up.
    5. Celebrate milestones — progress your clients can see — and share.
      Go to: Client record > Journal > + ADD JOURNAL
      • Record personal bests, weight-loss milestones or completed programmes as an achievement in the client's Journal — add a photo if they're happy for you to.
      • It appears in their app Achievements gallery.
      Achievements gallery in the member app
      Progress your clients can see — and share.
    6. Never miss a birthday — a small touch clients remember.
      Go to: TODAY > Birthdays
      • The BIRTHDAYS panel on the Today page shows who is celebrating. Switch on the Birthday automation with the Happy Birthday template to send a message automatically.
      Birthdays panel on the Today page
      A small touch clients remember.
    i Tips & good to know
    • Check photo-permission tags on a client's record before sharing their photos.
    • Refresh each client's programme regularly — see Adding a Workout Program. New goals keep motivation high.
    • Before a package ends, send a renewal email with a Joining/Renewal link from the drag-and-drop panel.
    • Birthdays only appear if the client's date of birth is on their record.
    ⚙ Automate this
    • In Settings > Automation, set When this happens to "Attendance Starts To Lapse", then under Do This choose "Send Email Template" with Check in after attendance drop.
    • In Settings > Automation, set When this happens to "Member Becomes Red Alert", then under Do This choose "Add Notification to Today Page" so you know to call them.
    • In Settings > Automation, set When this happens to "Membership Is Due To End Or Has Ended", then under Do This choose "Send Email Template" with a renewal link.
    • In Settings > Automation, set When this happens to "Birthday", then under Do This choose "Send Email Template" with Happy Birthday.
    • In Settings > Automation, set When this happens to "Member Points Reached", then under Do This choose "Send ClubLink Template" to congratulate clients on a points milestone.
    18
    Other tips n tools
    Time-saving shortcuts that cut clicks and make your account feel like your own brand.

    A few minutes learning these shortcuts pays back every single day. They cut clicks on the jobs you do most and make your account look and feel like your own brand.

    A round-up of time-saving tools every Personal Trainer account should know about.

    i Summary How to?
    1. Use Fast Find, the Help Centre and demo tools — four shortcuts worth knowing on day one.
      Go to: Top of every page
      • Type a client's name or number into Fast Find(top right) to jump straight to their record from anywhere.
      • Click HELP CENTRE for guides and videos.
      • On the Today page, use RESTART TOUR for a guided walkthrough, and REMOVE DEMO DATA once you're ready to go live.
      Today page with Fast Find, Help Centre, Remove Demo Data and Restart Tour highlighted
      Four shortcuts worth knowing on day one.
    2. Keep your Branch Details up to date — your socials and logo appear across the app and public pages.
      Go to: SETTINGS > Branch Details  |  Who: Manager
      • Add your social media links — they feed the app's social feeds and your public pages.
      • Upload your logo under Look and Feel so your emails, app and joining pages carry your brand.
      Social Media section of Branch Details highlighted
      Your socials and logo appear across the app and public pages.
    3. Set your collection days — pick the option that suits your cash flow.
      Go to: Branch Details > Financial Settings
      • Choose ANY DAY(payments can start on any day) or 1ST OR 15TH ONLY(fixed dates, with pro-rata).
      Membership Collection Days options in Branch Details highlighted
      Pick the option that suits your cash flow.
    4. Add yourself as the instructor — instructors / Coaches is under YOUR CLUB.
      Go to: SETTINGS > Instructors / Coaches  |  Who: Manager
      • Add yourself (and any coaches you work with) so sessions can be assigned and filtered in the Instructors calendar view.
      SETTINGS menu open with Instructors / Coaches highlighted
      Instructors / Coaches is under YOUR CLUB.
    5. Preview the app as a client — see your app through your clients' eyes.
      Go to: SETTINGS > App Settings > Choose Member  |  Who: Manager
      • Add yourself as a test client, then type your name into Choose Member to see exactly what clients see. Changes are live immediately — click LOGOUT when you're done.
      App Settings simulator with Choose Member, Reload and Logout highlighted
      See your app through your clients' eyes.
    6. Print letters and QR flyers — reports / Letters is the first item under COMMUNICATION.
      Go to: SETTINGS > Reports / Letters  |  Who: Manager
      • Use the templates here for branded letters and QR-code flyers, such as a "JOIN NOW" poster.
      SETTINGS menu open with Reports / Letters highlighted
      Reports / Letters is the first item under COMMUNICATION.
    7. Watch your 12-week trends — trends at a glance, every morning.
      Go to: TODAY > Twelve Week KPIs
      • The TWELVE WEEK KPIS panel charts people registered, memberships started, attendance and bookings — a quick health check of your business.
      Twelve Week KPIs panel on the Today page highlighted
      Trends at a glance, every morning.
    i Tips & good to know
    • On a phone, the whole menu sits behind the menu icon(top right) — tap it to open, tap again or tap outside to close.
    • Give a co-trainer the Bookings Viewer role if they only need to see and register sessions, without payment details.
    • Use tags on client records (e.g. Online , Weight loss , Pre-natal ) to filter and message groups quickly.
    • Keep a Terms and Conditions entry in Branch Details — clients must agree to it before joining online.
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