Frequently Asked Questions

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Below you will find the most frequently asked questions regarding the use of Triib.
Please check here often as we will be regularly updating the FAQs.

Are there any fees for switching to daily deposits?

Nope! There are no fees associated with switching to a more frequent deposit schedule.

Why don’t failed ACH/bank account payments automatically try to process again?

Bank account payments have a $1 fee for every failed transaction, whereas CC failures do not have a fee. If an ACH fails, (e.g. because of an invalid bank account number) it should not be retried.

Automatic retries on ACH cannot be enabled, as these transactions work differently than credit card transactions, and should not be automatically charged.

To prevent overlooking a failed ACH payment you can use the Alerts feature to receive notifications on your cell phone and by email.

To access and set up alerts:
1. Click ‘Messaging’ located on the left navigation bar.
2. Click ‘Alerts’- by doing so you will not miss a failed payment.

How do I create and assign vendors?

To categorize your products into vendors (e.g. Fuel for Fire, Progenex) you will first need create new vendors.

To set up a vendor:
1. Click ‘Vendors’ underneath ‘Store’ on left navigation bar.
2. You can assign vendors to your products by going to your store and editing the product.

How can I waive the Drop In fee on the Kiosk?

Click the ‘Paying by Cash’ checkbox and it will eliminate the need to add a credit card.

Can I change a member’s membership auto-renewal status without canceling their membership?

If you allow auto-renews to be edited in the Admin you will be able to change a membership status without canceling the membership.

1. Check the ‘Enable Editable Expirations’ checkbox on (within?) ‘Affiliate Settings’.
2. After changing your settings, go to the ‘Billing’ tab on the member’s profile and click ‘Change’ next to the membership expiration date.
3. Here you can check or uncheck the auto-renew checkbox.

How can I set up a member to be paid for by another member?

1. Go to the ‘Billing’ tab on the profile of the member being paid for and click ‘+ Add Membership’.
2. Enter the paying member’s name at the top of the ‘Add Membership’ form in first field ‘Paid by’.
3. From here add the remaining membership details.

A member forgot to check in! Is there a way to manually check in members?

Yes! You can manually check in members for past classes

1. Go to your dashboard and click ‘Class Check In’.
2. Find the appropriate class and enter the member’s name.
3. Click ‘Add Member to Class’.

How do you set up a one-time purchase of a “membership” to a member?

You can easily create a ‘prepaid membership’ by charging the member upfront and choosing the membership duration (e.g. 3 months, 6 months, 1 year, etc.).

If you are trying to create a one-time payment for just one month, we suggest setting it up has an attendance pack.

You can choose the number of member attendances (e.g. 30) and set it to expire after one month.

How do I add store items?

There are two general types of products in the store: products that have attendances associated with them and products that do not.

Products such as attendance packs, training sessions, and coaching will all have attendances. Products including water, t-shirts, and snacks will not.

To create products that have attendances associated with them:

1. Click ‘Store’ on the left navigation bar.
2. Under ‘Store’ click ‘Add Attendance Pack’- here you can create the attendance pack/training sessions/coaching sessions as you like.

To assign an attendance pack to a member:

1. Click ‘Store’ on the left navigation bar.
2. Under ‘Store’ click ‘View Store’.
3. Find the attendance pack that you would like to assign to a member and click ‘Add to Cart’ and then ‘Checkout’.
4. Scroll down to find the ‘Assign Product to Member’ feature- here you can assign the attendance pack to a member.

To add a regular store item such as a t-shirt:

1. Click ‘Store’ on the left navigation bar.
2. Under ‘Store’ click ‘Add Products’- here you can add the item as you wish.

How do I embed my schedule?

Below are two different views that can be embedded in your website:

1. http://demo.theboxhq.com/schedule-embed/
2. https://demo.theboxhq.com/schedule-embed-list-view/

You will need an iframe to wrap the embedded link, see an example below:

<iframe id=”blockrandom” name=”iframe” src=”http://demo.theboxhq.com/schedule-embed/”); width=”100%” height=”600″ scrolling=”no” frameborder=”1″ class=”wrapper”></iframe>

How do I add an athlete to a class if they forgot to register?

To add a member to a class:

1. Click on the ‘Class Check-In’ link on the top of your dashboard in the Admin.
2. Select the specific class.
3. Enter the member’s name.

How do I mark an invoice as ‘paid by cash’ or ‘paid by check’?

To mark an invoice as ‘paid by cash or check’:

1. Open the invoice and scroll to the bottom.
2. Click ‘Mark Invoice as Paid’.
3. Enter a check number or leave it blank- this will indicate that the member paid in cash.

How do I set a default payment method?

If a member has multiple forms of payment on file, such as a credit card and a bank account, you can easily set one to be the default on their profile:

1. Go to the member’s Billing tab.
2. Select either the Credit Card or Bank Account tab
3. Click ‘Set As Default’ on the appropriate tab.

When charging someone for a purchase via the store point-of-sale system, you can choose the payment method if you are charging them immediately instead of adding it to their monthly invoice.

Can I see how many attendances a member has left on their attendance pack?

The Attendance Pack Report will show you the status of each attendance pack.

Is there an alert system that will either notify the member or us when a member does not have many classes left?

At this time the system does not notify the member directly in such an instance. A member can find out how many classes they have remaining at the class check-in kiosk.

However, you (is ‘you’ both the member and gym owner using the software or just one of them?) will receive alerts in your message center when:

1. A member only has one attendance left.
2. A member has used their last attendance.

In addition, the Attendance Pack report will show you the status of each attendance pack.

How do I add and assign a punch card/attendance pack to a member?

To set up an attendance pack:

1. Click ‘Store’ on the left navigation bar
2. Under ‘Store’ click ‘Add Attendance Pack’- here you can set up the punch card/attendance pack as you wish.

To assign an attendance pack to a member:

1. Click ‘Store’ on the left navigation bar.
2. Under ‘Store’ click ‘View Store’.
3. Find the attendance pack you would like to assign to the member and click ‘Add to Cart’.
4. Click ‘Checkout’.
5. Scroll down to find the ‘Assign Product to Member’ feature- here you can assign the attendance pack to the member.

How do I take a member off a class list, once they have RSVP’d?

Members that have RSVP’d for a class can be removed from the ‘Class List Dashboard’ page.

What happens when a member exceeds the class limit?

When a class if full, new RSVPs will be put on a waiting list. In the event of a cancellation, the first member on the waiting list will be moved to the reserved list and so forth.

I can’t seem to log in with my correct information. Why?

Check to make sure you are not logging into your affiliate’s login page. Being on another affiliate’s login page or at TheBoxHQ’s general login page could be a problem if your email is associated with multiple affiliates. When logging in on the general BoxHQ homepage, the system will sometimes incorrectly ‘guess’ which affiliate you belong to.

How can I create a new rate for a membership without raising the price for existing members?

You can edit your current memberships and uncheck the ‘Active’ box.

Simply by unchecking the ‘Active’ box, which renders a membership ‘inactive’, you remove the membership from the drop-down options when setting up a membership plan.

All of the members with a preexisting membership will be grandfathered in.

You can add new memberships as you wish. Naming new memberships the same as the existing ones will not affect them, but we advise using different names for a new memberships to avoid confusion.

How can I delete an item from the store?

Rather than delete an item, you can ‘discontinue’ it. This removes the item from the store display and will not affect invoices that already contain that item.

How can I delete a member?

We ‘archive’ members rather than ‘deleting’ them. We do this so information including payment history and billing info can be recovered.

To archive a member:

1. Go to the member’s profile and click ‘Edit Member Information’
2. Check the ‘Archive’ box.

Archived members will not appear when using the search feature or viewing the ‘Active’ members list.
They will still exist in the system within the ‘Archived’ member list and the list of all members.

Can I have two members share an attendance pack?

Yes, Using the ‘share attendance pack’ feature

1. Add the attendance pack to one of the members profiles
2. Click ‘Edit’ on the attendance pack within the member’s profile- on the edit page they can share the attendance pack.

My member was charged while on a hold! How do holds work?

Here is breakdown and explanation of holds:

1. If a member asks for a hold during a time frame they have already paid for, essentially asking for a refund, we do not do anything with the hold during that specific time frame.

For example, we do not move billing dates or extend membership plans, we do nothing to the already paid time frame.

If you would like to issue a refund, you would do so through the ‘Discount Next Payment’ feature by removing an amount from their upcoming membership payment.

2. If a member goes on hold during a period of time they have not yet paid for, we will automatically prorate their unpaid invoice for the duration of the hold.

For example, take a member whose billing day is on 4th of the month:

On July 4th they paid for the full month of July, then requested a hold from July 20th through August 20th.

In this circumstance, nothing will be done automatically for the time frame of July 20th through August 3rd because it was already paid for, however, the member can request a a refund.

In another circumstance, the hold is from August 4th (billing day) through August 20th.

The August payment is prorated, so they will only be charged for the August 20th through September 3rd period.

The August payment will not be charged until August 20th, the date their membership comes off hold. This way you can easily extend the hold if they request (e.g. on the 15th) and not have to worry about refunding them for the period they already paid for. On Sept 4th the normal membership payment will be due and they will be charged.

What Membership Attendance Options does theBoxHQ offer?

Here are our attendance options:

1. Strict Weekly

With this option, there is no week-to-week carryover of attendances.

For example, if I have a 3x/week membership and attend only two classes one week, the classes do not carry over to following weeks.

2. Flexible Weekly

With this option the number of attendances is based upon the total number of weeks in a month.

For example, July 2015 has five weeks. If a member has a 3x/week membership plan they would be able to attend fifteen classes in July 2015. There is week-to-week carryover, so a member could reach their limit by attending fifteen continuous days of classes, and would be no-repped (?) upon future check-ins.

3. First of Month to End of Month

With this option the number of attendances is based upon the understanding that there are four weeks in a month.

From the 1st of the month until the end of the month, a member with a 3x/week membership would be restricted to twelve attendances. There is week-to-week carryover, so a member could reach their limit by attending fifteen continuous days of classes, and would be no-repped (?) upon future check-ins.

4. Start of Billing Period to End of Billing Period

With this option the number of attendances is based upon the understanding that there are four weeks in a month.

Starting on the first day of their billing period until the last, a member with a 3x/week membership would be restricted to twelve visits.

If the billing period started on the 7th of the month, visits would be counted from the 7th of the month through the 6th of the following month. There is week-to-week carryover, so a member could reach their limit by attending fifteen continuous days of classes, and would be no-repped (?) upon future check-ins.

Why is my schedule disappearing?

When affiliates are set up, schedules have a three month lifespan. If you are happy with your schedule the end of three months, please let us know via email (info@theboxhq.com) and we will take care of making it permanent for you.

When using the mobile app on a smartphone, I went to the RSVP section and tried to RSVP for a class but instead it checks me in for the class. Why?

This is because the class does not have a size limit on it. If a class has no size limit, it will automatically check you into the class versus RSVP’ing for the class.

I still see archived members in our system. Why?

‘Archived’ members still exist in the system. However, they will not appear when using the search feature or viewing ‘Active’ members

These members can be found within the ‘Archived’ member list and the list of ‘All members’ for future reference of payment history, member information, and any other information.

What are theBoxHQ’s processing fees? (ACH/Credit)

For credit cards, the rate is 2.9% + 30 cents

For ACH, the rate is 1.5% + 30 cents.

There are no other fees for credit card processing.

We do not charge a fee for:
Failed charge transactions
Monthly Gateway Processing
Monthly or Quarterly PCI Compliance

How can I tell if a member’s credit card went through?

To see if a credit card has processed, simply check if the member has an unpaid invoice that is past due.

How can I verify a bank ACH?

There are new regulations for ACH processing that have been implemented by the processing company. Two small deposits are made into a member’s bank account, both of which need to be entered into the member’s profile at the bottom of the ‘Billing’ tab.

How do I add a proration, or a one-time discount?

1. Set up the membership as usual.
2. Find the ‘Discount Next Payment’ feature on the right side of the ‘Billing’ tab- there you can apply the proration.
3. Enter the number of days in the month that have already passed.

For example, a membership begins on August 1st but the member is not actually starting until August 14th.
Enter the number ’13’ into the ‘Discount a number of days’ field.

How do I add a recurring membership discount?

To add a discount to the system:

1. Click ‘Memberships’ on the left side navigation bar
2. You will see more options drop below
3. Click ‘Add New Discounts’- here you can add the new discount.
4. Now when setting up a membership, you can choose the discount that has just been created.

How do I add an attendance pack for someone that is paid for by someone else?

1. Charge the attendance pack to the paying member.
2. Click ‘Transfer’ on the pack itself- this will allow it to be transferred to a different athlete.

What is the purpose of Member Groups?

Member Groups are used to categorize your members. You can assign a coach to a set of athletes, group children into their own category, and more.

INTERESTED IN LEARNING MORE?

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