# Customer FAQ

Frequently asked questions about bookings, payments, and your account

Canonical URL: https://www.naayya.com/help-center/faq
Category: for-customers
Last updated: 2026-09-20T00:00:00Z

# Customer FAQ

The **Account** paths below are on the Naayya website. App paths are named separately. On the website, **Activity** contains bookings, **Access** contains passes and memberships, **Payments** contains saved cards, and **Profile** contains settings and health information.

## Bookings

**How do I cancel a booking?**
On the website, go to **Account** > **Activity**. In the Naayya app, open **Bookings**. Open the upcoming class and choose **Cancel** on the website or **Cancel Booking** in the app if the option is available. Review the cancellation result before confirming. See [Manage bookings and appointments](/help-center/manage-bookings-and-appointments) for more detail.

**What if a class is full?**
If the studio has waitlists enabled, you can join the waitlist from the class page. What happens next depends on the studio's waitlist mode:

- **Double opt-in**: When a spot opens, the first person in line is notified and has a limited window to confirm. If they do not confirm in time, the offer passes to the next person.
- **Auto-add**: When a spot opens, the first person in line is booked automatically and notified afterwards. Check your bookings if you joined a waitlist and no longer want the spot.
- **Notify all**: Everyone on the waitlist is notified when a spot opens, and the first person to complete the booking gets it.

**Do I need an account to join a waitlist?**
Yes. You must sign in to join a waitlist.

**Will I be charged when I join a waitlist?**
No. You are only charged if you accept an offer or a booking is completed when a spot opens. With auto-add mode, that can happen without a separate confirmation step.

## Payments

**How do I use a saved card at checkout?**
When you have saved payment methods, a dropdown appears at checkout. Select your saved card or choose "Use new card" to enter different payment details.

**How do I delete a saved card?**
On the website, go to **Account** > **Payments**. In the Naayya app, open **Profile** > **Payment Methods**. If a card cannot be removed because it is linked to an active membership, contact the business.

**How do I check my credits?**
On the website, go to **Account** > **Access**. In the Naayya app, open **Profile** > **Bundles**. See [Credits, memberships, and orders](/help-center/credits-memberships-and-orders) for what these balances mean.

## Wallet & Gift Cards

**How do I redeem a gift card?**
Use the link in your gift card email. The balance is added to your wallet.

**How do I use my wallet balance?**
Select the wallet option at checkout.

## Emails

**How do I unsubscribe from marketing emails?**
Go to **Account** > **Profile** > **Settings** and turn off the **Marketing Emails** toggle. You can also click the unsubscribe link at the bottom of any marketing email.

**What emails will I still receive?**
Turning off marketing emails stops promotional messages and checkout reminders. You will still receive important emails like booking confirmations, class reminders, and receipts.

## SMS and WhatsApp Notifications

**How do I receive SMS notifications?**
Go to **Account** > **Profile** > **Settings** and turn on the **SMS Notifications** toggle. You also need to verify your phone number to receive text messages.

**How do I verify my phone number?**
1. Go to **Account** > **Profile** > **Settings**
2. In the **Phone Verification** section, enter your phone number in international format (e.g., +1 for US, +44 for UK)
3. Click **Send Verification Code**
4. Enter the 6-digit code sent to your phone
5. Click **Verify**

**What SMS messages will I receive?**
You may receive booking confirmations, class reminders, and cancellation notices via text. Each studio decides which SMS notifications to enable.

**Can I receive WhatsApp updates?**
Go to **Account** > **Profile** > **Settings** and turn on **WhatsApp updates** if the option is available. You need a verified phone number before WhatsApp preferences can be enabled.

**How do I change my verified phone number?**
Go to **Account** > **Profile** > **Settings** and click **Change Phone Number** in the Phone Verification section. You will need to verify the new number.

## Account

**How do I reset my password?**
Click **Forgot Password** on the login page.

**How do I delete my account?**
On the website, go to **Account** > **Profile** > **Settings** and choose **Delete account**. The page explains any blockers and what happens next before you confirm. Deletion has a 30-day grace period. After processing, your personal profile information is anonymized and your login is removed. Bookings, payments, and operational records required for reporting or legal retention may remain.

## Your data and privacy

**How do I download a copy of my data?**
On the website, go to **Account** > **Profile** > **Settings** > **Account Data Export** and choose **Request export**. The page shows the request status and a download link when the export is ready.

**What health information does Naayya store about me?**
You can choose to add health disclosures on the website after granting consent. See [Health information and consent](/help-center/health-information) for the steps and controls.

**Where do I add or update my health information?**
On the website, go to **Account** > **Profile** > **Health Information**. You can review the consent notice, add or change disclosures, and see access history there.

**How do I withdraw consent for health information?**
On the website, open **Account** > **Profile** > **Health Information** and choose **Withdraw consent**. Review the confirmation before proceeding. See [Health information and consent](/help-center/health-information) for what withdrawing consent changes.

**Who can see my health disclosures?**
A teacher assigned to a class you booked may view your disclosures while taking attendance. On the website, **Account** > **Profile** > **Health Information** shows a history of those views. See [Health information and consent](/help-center/health-information) for the controls. Contact the business if you have a question about how it uses information you shared.

**How do I manage analytics and advertising preferences?**
Go to **Account** > **Profile** > **Settings** > **Privacy settings** to manage cookie and analytics preferences for browser-based flows.