# Naayya Help Center This file contains the full public Help Center corpus in Markdown. # Credits, memberships, and orders How to browse physical goods, check active credits, memberships, renewal timing, and product orders from your account Canonical URL: https://www.naayya.com/help-center/credits-memberships-and-orders Category: for-customers Last updated: 2026-10-21T12:45:44Z # Credits, memberships, and orders Read [the Spanish guide to credits, memberships, and orders](https://www.naayya.com/help-center/es/credits-memberships-and-orders). On the website, your **Account** shows class passes, memberships, and orders for goods bought through Naayya. In the Naayya app, open **Profile** > **Packs** for your packs, or **Profile** > **Membership** for memberships you bought yourself. Use the website for orders. ## Shop for physical goods Some businesses offer physical goods and gift cards through **Shop** on their public storefront. 1. Open the business's public storefront and choose **Shop**. 2. Browse the available products. Each product card shows its name and price. Gift cards are listed first, beside the products, and choosing one opens the gift card checkout. If the business has nothing available, the page says so. 3. Select a product to see its images, description, available variants, and stock. Choose a variant and quantity, then select **Add to cart**. 4. When your cart has items, the **Shop** tab shows how many. Select it to open your cart and review your products, variants, quantities, stock messages, and subtotal. You can continue shopping, change quantities, or remove an item. 5. Select **Checkout** to continue. If you are not signed in, Naayya asks you to sign in before continuing. When an order is recorded, go to **Account** > **Orders** to see its product name, purchase date, payment status, payment method, and amount. Contact the business about pickup, delivery, fulfillment, or refund questions. ## Active credits On the website, go to **Account** > **Access** to see your class passes and credits. In the Naayya app, open **Profile** > **Packs**. For each credit balance, Naayya shows the studio, product name, remaining credits, expiry date when there is one, and a link to book with that studio. An **Unlimited Pass** shows **Unlimited** in place of a remaining-credit count, since it has no usage limit. Unlimited describes the number of uses, not duration. An unlimited pass can expire, for example, **Unlimited classes for 30 days**. The account shows its validity when the pass has an expiry date. Credits are usually tied to one studio and can only be used for the classes or services that studio configured. For limited passes, the validity period usually starts when you first use the credits, not when you buy them. ## Memberships On the website, go to **Account** > **Access**. This can include memberships you bought yourself and memberships a business has shared with you, such as a family or group membership. In the Naayya app, the **Membership** screen in **Profile** lists only memberships you bought yourself. A membership shared with you does not appear there, but you can still use it to book classes. Membership cards show: - studio name - membership name - price and renewal interval - status - remaining uses, when the membership has a limit - renewal date, when available If a membership is unlimited, the usage area shows that instead of a remaining count. ## What happens when a membership is frozen On the website, a frozen membership is marked **Paused** and cannot be used to book until it resumes. The membership card shows the next renewal date when one is available. If you own the membership and the business allows customer self-service, **Freeze** appears on its card. Freezing asks you to confirm. **Resume** appears for a freeze you set yourself and resumes it immediately. If the action is unavailable or you have a question about the next charge, contact the business. ## Orders On the website, go to **Account** > **Orders** to view orders for goods bought through Naayya. Orders can show the product name, purchase date, payment status, payment method, and amount. Fulfillment, pickup, delivery, or refund questions should go to the studio that sold the product. ## Common questions **Why did a credit not return after cancellation?** The studio's cancellation policy controls whether a credit or membership use returns. Review the message shown when you cancel the booking. If a booking is part of a **Course** or **Program Enrollment**, the individual session may not be cancellable or refundable on its own. Follow the Enrollment result shown in the cancellation flow and the business's policy. Any eligible account credit follows that result. **Why can I not use a credit for a class?** The credit may be expired, already used, connected to another studio, or not valid for that class type. **Can I use a pack or pass to book a service?** Yes, if the business has linked your pack or pass to that service. When one is available, checkout shows it before card payment. **Why can I book with a membership I did not buy?** Some studios support shared memberships. If a family member or group owner shares a membership with you, eligible classes may appear as bookable from your account. **Can I cancel a membership in my account?** If the studio has not enabled self-service membership cancellation, contact the studio. Saved cards linked to active memberships may stay locked until the membership is no longer active. --- # 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: 2026-10-21T12:45:44Z # Customer FAQ Read [these customer questions and answers in Spanish](https://www.naayya.com/help-center/es/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?** Checkout shows the saved payment methods you agreed to reuse with that business. Choose one, or choose a new card or another way to pay. **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** > **Packs**. 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, or enter the code at checkout with **Apply gift card or promo code**. The balance is added to your wallet. **How do I use a promo code?** At checkout, select **Apply gift card or promo code**, enter the code, and select **Apply**. The total shows the discount before you pay. A promo code cannot be used to buy a gift card or to top up your balance. **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, checkout reminders and requests to review a visit. You will still receive important emails like booking confirmations, class reminders, and receipts. ## SMS and WhatsApp Notifications **How do I receive SMS notifications?** Verify your phone number, then choose what each business may send you. You are asked for each business when you add your number while booking or signing up. To change a choice later, go to **Account** > **Profile** > **Settings** on the website, or open **Profile** > **Privacy** in the Naayya app, and use the **Booking updates** and **News and offers** switches under **Phone messages from businesses**. In the app they read **Booking updates by phone** and **News and offers from** followed by the business name. Messages go on WhatsApp, or by SMS if WhatsApp isn't available. **How do I verify my phone number?** 1. Go to **Account** > **Profile** > **Settings** 2. Under **Phone Number**, click **Add**, then enter your phone number in international format (e.g., +1 for US, +44 for UK) 3. Click **Send Code** 4. Enter the 6-digit code we send you on WhatsApp. If you don't use WhatsApp, click **No WhatsApp? Text me the code** and we send it by SMS instead 5. Click **Verify** If WhatsApp can't reach your number, we send the code by SMS straight away. The Naayya app sends the code by SMS. You can choose any country for your number. Naayya sends codes and phone messages to numbers in some countries only. If yours is not one of them yet, you see **We can't text this country yet.** and no code is sent. **What phone messages will I receive?** Only what you chose for each business. **Booking updates** covers booking confirmations, class reminders, cancellation notices, and waitlist messages when a place opens. You don't need **News and offers** for any of these. **News and offers** is never turned on for you. Each business decides which of these messages it uses. **Why does a text end with "Reply STOP to opt out, HELP for help"?** If your number is in the US or Canada, the first text a business sends you ends with this line, as carriers there require. Reply **STOP** to stop phone messages from every business on Naayya. Reply **HELP** to learn who sends them and how to reach us. To change a choice for one business only, use the switches under **Phone messages from businesses** instead. **Can I receive WhatsApp updates?** Yes. A business sends your phone messages on WhatsApp first, and by SMS only if WhatsApp isn't available. One choice per business covers both. You need a verified phone number before you can turn a choice on. **How do I stop phone messages?** Go to **Account** > **Profile** > **Settings** on the website, or open **Profile** > **Privacy** in the Naayya app, and turn off the switch for that business under **Phone messages from businesses**. Every news and offers message ends with a **Manage messages** link to the website page. **How do I change my verified phone number?** Go to **Account** > **Profile** > **Settings** and click **Change** next to **Phone Number**. 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. The record of each waiver or contract you signed (when, and from which IP address and device) is kept as evidence only while a legal claim about it is still possible in the business's country, for example 10 years in Luxembourg. The period counts from the completion of your account deletion. After that it is deleted, or the business is asked to delete it. ## 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. --- # Health information and consent How to add optional health disclosures, control consent, and see when authorized people accessed your health information Canonical URL: https://www.naayya.com/help-center/health-information Category: for-customers Last updated: 2026-10-21T12:45:44Z # Health information and consent Read [the Spanish guide to health information and consent](https://www.naayya.com/help-center/es/health-information). Some businesses ask customers to share health information that helps teachers understand safety needs during a class. Sharing it is optional in Naayya. ## Add health information Go to **Account** > **Profile** > **Health Info**. The first time you open the page, Naayya shows a consent notice. After you grant consent, you can add a disclosure by choosing a type and entering the details you want the business to consider. Each disclosure has a type and description. The available types are **Injury**, **Pregnancy**, **Medical**, and **Other**. You can edit or remove a disclosure later. Your changes save automatically after you edit a disclosure. ## Who can see it Someone authorized by the business or Naayya may view your health disclosures for supported attendance or account work. A teacher may view them from the attendance view for a class you booked. The information helps the business support you during that session. Your health page includes **Recent access**, where you can see who viewed your health information and when. An entry may include the class involved when it is available, and the history can include authorized business or Naayya staff access. ## Edit or remove a disclosure Open **Account** > **Profile** > **Health Info** and choose the disclosure you want to edit. You can remove a disclosure you no longer want stored. Keep the details current if your situation changes. ## Withdraw consent Open **Account** > **Profile** > **Health Info** and choose **Withdraw consent**. Withdrawing consent removes your stored health disclosures and records the withdrawal. If you later want to share health information again, grant consent again and add a new disclosure. ## When to contact the business Contact the business directly for medical, safety, or class suitability questions. Naayya stores the information you choose to provide, but the business decides how to adapt a session and what information it needs before you attend. --- # Join an online class or appointment Find your Join link, see when it opens, and join an online class or appointment you booked. Canonical URL: https://www.naayya.com/help-center/join-online-session Category: for-customers Last updated: 2026-10-21T19:20:06Z # Join an online class or appointment Read [the Spanish guide to joining an online class or appointment](https://www.naayya.com/help-center/es/join-online-session). For account settings and language choices, see [Profile, payment methods, and settings](/help-center/profile-payment-methods-and-settings#set-your-language). An online booking shows **Online** instead of an address and has a **Join** link. Join opens the business's meeting from 15 minutes before the booking starts until it ends. Join works for a confirmed booking. A place on a waitlist is not a booking until Naayya books you. See [Waitlists for Classes](/help-center/waitlists). ## Find your Join link - **Confirmation page:** open your booking confirmation page and select **Join**. If you booked a class as a guest, the page opens from the link in your confirmation email. - **Your account:** on the website, sign in with the email address you booked with, open **Account** > **Activity**, and select **Join** on an upcoming class booking or on an appointment. - **Emails:** the booking confirmation and the reminder sent the evening before each have a **Join** link. If the waitlist booked you into a class, the email that tells you has one too. - **Calendar:** a calendar entry you add from the confirmation page, or from the calendar file in your class confirmation email, shows **Online** as the place and has the Join link in its details. - **Text and WhatsApp messages:** they say the booking is online. When a message has a link, it opens your booking or your appointments list, where you find **Join**. A WhatsApp class reminder says **Online** without a link, so use your confirmation email or account. Each booking has its own Join link. It works without signing in, so anyone who has it can open the meeting while Join is open. Do not share it. ## Join at the right time 1. From 15 minutes before the start, select **Join**. 2. Follow the meeting service's instructions to open its app or join in your browser. 3. If the host has not let you in yet, wait in the meeting. If you select **Join** earlier, Naayya shows when the class or appointment starts and when Join opens, in the location's time zone. Refresh the page when it opens. After the booking ends, the page says "This online session has ended." ## The starting-soon email About 15 minutes before an online class or appointment starts, Naayya emails you its name, the start time, **Online** and a **Join** button. Guests get it too, at the email address they booked with. If you book less than 15 minutes before the start, the email is sent soon after you book. Your business can switch this email off, so use the Join link from your confirmation or account if it does not arrive. ## If your booking changes When a booking is cancelled, or the business cancels the class, its Join link stops working. The page says "This Join link is unavailable. The booking may have been cancelled." If your booking moves to another class or time, it gets a new Join link and the old one stops working. Open your booking again to use its current Join link. For cancelling and rescheduling steps, see [Manage bookings and appointments](/help-center/manage-bookings-and-appointments). ## If Join does not open the meeting - **Join is not open yet:** the page shows when it opens. Come back then. - **"The business has not added a meeting link yet. Please contact them.":** contact the business. Join cannot open a meeting until the business adds a link. - **"This online session has ended.":** the class or appointment is over. - **"This Join link is unavailable.":** the link is incomplete, was replaced, or belongs to a booking that was cancelled. Use the Join link on your current booking. - **"Join is temporarily unavailable. Please try again shortly.":** try again in a few minutes, and contact the business if it continues. For help finding a booking that is missing from your account, see [Your customer account](/help-center/account-overview#when-something-is-missing). --- # Manage bookings and appointments How to find, book, view, cancel, and reschedule your classes and one-on-one appointments Canonical URL: https://www.naayya.com/help-center/manage-bookings-and-appointments Category: for-customers Last updated: 2026-10-21T12:45:44Z # Manage bookings and appointments Read [the Spanish guide to managing bookings and appointments](https://www.naayya.com/help-center/es/manage-bookings-and-appointments). On the website, open **Account** > **Activity** to keep track of classes and appointments you booked through Naayya. In the Naayya app, the **Bookings** tab lists your class bookings and appointments, and you can reschedule or cancel an appointment there. For the account navigation overview, see [Your customer account](/help-center/account-overview). ## Find and book a class In the Naayya app, open **Explore**, then tap a business to open its class schedule. If you are signed in, Explore can show the businesses linked to your account. Use search to find a business by name. When Explore shows nearby businesses: - The app can use your approximate location while you use it. If location is off or you do not allow it, Explore tries the area of your network connection instead. - If **Choose area** is shown, tap it, search for a city or area, and choose a result. Explore then shows businesses near that area. Tap the area's name to choose another one. - When activity buttons are shown, tap one to show nearby businesses offering that activity. Tap the selected activity again to remove the filter. These buttons are not shown while you search by business name, and choosing another area clears the activity filter. On the website, start from the business's public class schedule: 1. Open the business’s public class schedule. 2. Use the week controls and day buttons to find a date. If available, filter the schedule by category, teacher, or location. 3. Review a class card for its name, teacher, description, time, duration, location, and price. 4. Select **Book** on the class card, or open the class to review its details and booking options. 5. Choose an available option, such as a pass, credits, or a class pack. If the option requires an account, sign in or create one when prompted. 6. Follow the prompts shown on the class page to finish. For a signed-in booking, find it later under **Account** > **Activity** on the website or in **Bookings** in the app. In the Naayya app, tap a class on the business's schedule to open it. The bar at the bottom of the class page shows how you book: - If you hold a pack or pass that covers the class, or a membership that includes it, the bar shows it with the uses you have left. Tap **Book** to book with it. - Otherwise, the bar shows **From** and the lowest price. An offer each person can buy only once, such as a free trial, does not count toward that price. Tap **Book** to see every purchase option, then tap one. The bar then shows that option and its price. - To book another way, tap **Change** in the bar and tap an option. **Change** is shown when there is more than one way to book. The list opens at the option the bar is using. If you are not signed in, tap **Sign in** in the bar after you choose an option. The option you chose stays chosen after you sign in. When you book with an option to buy, tap **Book** to open checkout: 1. Check the option, the class, its date and time, and the business. 2. To use a promo code, tap **Add promo code**, enter the code, and tap **Apply**. The total shows the discount before you pay. This field takes promo codes, not gift card codes. 3. Tap **Pay**. The button shows the total. The payment form opens over checkout. Finish paying there. If the business adds VAT on top of its prices, the first tap on **Pay** shows the VAT and **Total incl. VAT**. Tap **Pay** again to open the payment form. If you close the payment form without paying, checkout says your payment was not completed, and you can tap **Pay** to try again. When the booking is made, checkout closes and the app confirms the booking. If **Business policies** opens during a signed-in class booking in the Naayya app, review each required policy and select **I have read and agree to this policy** for each one. **Accept and continue** stays disabled until you have agreed to all the policies shown. Tap it to continue the booking. If you close the sheet or choose **Cancel**, that booking attempt stops. The sheet shows required policies you have not accepted. It opens after you tap **Book**, before checkout. If the class is full, bookings are closed, or the class has ended, the class page shows the relevant status. A waitlist, when offered, does not confirm a booking. ## Class bookings On the website, go to **Account** > **Activity**. In the Naayya app, tap **Bookings** in the bottom navigation. On the website, **Upcoming** shows future classes and **Past Classes** shows bookings whose class time has passed. In the app, use **Upcoming** and **Past** within **Bookings**. A past booking does not by itself mean that you attended the class. Each booking can show: - class name, date, and time - location - teacher - booking status - the payment type used, such as a bundle, membership, or free booking - group booking details, when you booked for more than one person ## Cancel a class booking 1. On the website, go to **Account** > **Activity**. In the Naayya app, tap **Bookings**. 2. Open the upcoming class. 3. Select **Cancel** on the website, or **Cancel Booking** in the app, if the option is available. 4. Review the business's cancellation result before confirming. Before cancellation is confirmed, Naayya checks the business's policy and shows whether the booking will be refunded, whether the credit or membership use returns, and whether the cancellation window has passed. If the booking is part of a **Course** or **Program Enrollment**, the individual session may not be cancellable or refundable on its own. Follow the Enrollment result shown in the cancellation flow and the business's policy. Any eligible account credit follows that result. For group bookings, the person who made the group booking may be able to cancel only their own place or the whole group, depending on what the business allows. ## Review a visit in the Naayya app 1. Tap **Bookings**, then **Past**. 2. Under the booking, tap **Write a review**. A review request notification opens the same form. 3. Tap a star from 1 to 5. 4. Add a **Public review** and a **Private note** if you like. Turn on **Post anonymously** to show your review as Anonymous. 5. Tap **Submit**. For 14 days after the visit you can tap **Edit review** under the booking, or open **Profile** > **Reviews I've written**. Edit the review to replace or remove your private note. For how reviews work, see [Reviews](/help-center/public-testimonials#how-reviews-work). ## Book a service in the Naayya app 1. Open the business's page in the Naayya app. If the business offers both classes and services, tap the services tab at the top of the screen. It is called **Appointments** when every service has a provider, the plural of the resource, such as **Courts**, when none has, and **Book** when some do and some do not. A business can rename its tabs. A business that offers only services opens on that tab. 2. Review the services. Each service shows its price and duration, and who provides it when the business has set that. 3. Tap a service. If you can choose who provides it, tap a person or **Anyone**. If the business has more than one court or room for it, **Any** is chosen to start with, and the times shown are the times any of them is free. Tap a court or room to see only its times. 4. Under **Choose a time**, tap a day and then a time. Days without free times are greyed out. Use the arrows beside the days to see later days. If the service is for members only, the app says which memberships or passes let you book it and shows only the times you can book. 5. Tap **Continue**. If you are not signed in, tap **Sign in to book** first. The app holds the time for you and shows how long it stays held. If you left the court or room on **Any**, the app holds the time with one that is free and shows its name. The business may ask you to accept its policies. 6. The bar at the bottom shows how you will pay. A pack or pass you hold is chosen first. To pay another way, tap **Change**, then under **How to pay** tap a pack or pass you hold, or an option to buy. **Change** is shown when there is more than one way to pay. 7. Tap **Book** to use your pack or pass, or **Pay** to pay by card. If the business adds VAT on top of its prices, the first tap on **Pay** shows the VAT in the bar. Tap **Pay** again to pay. If booking the time starts a membership you have not used yet, the app asks **Start your membership?** right after you tap **Continue**. Tap **Start membership and continue** to start it today, then choose how to pay and tap **Book** or **Pay**. Tap **Not now** to let the time go. If the held time ends before you start paying, choose a time again. Once you pay by card, the app keeps the time for that payment while the booking is confirmed, even if you switch to another tab and come back. When the booking is confirmed, **You're booked** appears. Tap **Show in Bookings** to see it. If it takes longer, the app says your booking should appear shortly, and it then shows in **Bookings**. To go back to the business's schedule, tap **Schedule** at the top of the screen. To see the business's description, locations with opening hours and directions, website, and social links, tap the business's logo at the top right to open **About**. Appointments you book this way are listed in **Bookings** in the app and under **Account** > **Activity** on the website. ## Your appointments On the website, go to **Account** > **Activity** to see your appointments. You can filter appointments by upcoming, past, or cancelled. Appointment cards show the service, provider, time, location or resource, and status. In the Naayya app, tap **Bookings**. **Upcoming** and **Past** list your appointments together with your class bookings, in time order. An appointment can show: - the service and the business - the provider - the court or room, and the venue - everyone in a private group - the date and time Tap an appointment to open its details. For the full customer appointment flow, including rescheduling and cancellation, see [Customers Managing Their Appointments](/help-center/customer-manage-appointments). ## Book an appointment for several people Some services let you book one appointment for a private group, such as you and a friend. 1. On the service, choose **How many people?** 2. Pick a time. Only times the whole group can take are shown. 3. Under **Who's coming?**, enter each person's first name. Last name, email and phone are optional. **I'm one of them** is ticked; untick it if you are booking only for other people. 4. Select **Continue** and pay for everyone at checkout. When you pay by card for one use, the total is the price for each person times the number of people. A pack is charged once and takes one use for each person. In the Naayya app, set **People**, then enter each person under **Who's coming?** before you tap **Continue**. Last name and email are optional, and **I'm one of them** works the same way. Naayya does not add the people you list to any marketing. From **Account** > **Activity**, you can remove one person, cancel the whole appointment, or move everyone to a new time. In the Naayya app, the person who booked can also move everyone to a new time from **Bookings**. If removing one person would leave fewer people than the service needs, you are asked whether to cancel the whole appointment. See [Appointments for several people](/help-center/customer-manage-appointments#appointments-for-several-people). ## Reschedule or cancel an appointment On the website: 1. Go to **Account** > **Activity**. 2. Find the upcoming appointment. 3. Click **Reschedule** or **Cancel**. 4. Follow the business's policy shown in the confirmation window. In the Naayya app, you can reschedule or cancel an appointment. To reschedule: 1. Tap **Bookings** and open the upcoming appointment. 2. Tap **Reschedule**. The app shows the current time and the same day and time picker as when booking, for the same service, provider, and court or room. 3. Tap a day and a new time, then tap **Continue**. The app holds the new time for you and shows how long it stays held. 4. Tap **Move to this time**. When the move is done, **Your appointment was moved** appears and **Bookings** shows the new time. For an appointment for several people, only the person who booked can reschedule it, and it moves for everyone in the group. To cancel: 1. Tap **Bookings** and open the upcoming appointment. 2. Tap **Cancel appointment**. It is available until the business's cancellation deadline. 3. Before you confirm, the app shows the deadline and whether the use goes back to your pack or pass. If you are a guest in a group that someone else booked, the use goes back to the person who booked. If nothing is refunded, the app says so. For an appointment for several people, the same rules apply in the app and on the website: - The person who booked the group cancels it for everyone. - Anyone else cancels only their own place. - If cancelling your place would leave too few people, only the person who booked can cancel. Not every appointment can be changed online. If the button is missing or the action is blocked, contact the business directly. ## If you cannot find a booking Check that you are signed in with the same email address used at checkout. If the booking was made by staff, through a different email, or outside Naayya, the business may need to link it to your account. --- # Profile, payment methods, and settings How to update your customer profile, saved cards, notifications, language, privacy choices, and account data Canonical URL: https://www.naayya.com/help-center/profile-payment-methods-and-settings Category: for-customers Last updated: 2026-10-21T23:17:21Z # Profile, payment methods, and settings Read [the Spanish guide to your profile, payment methods, and settings](https://www.naayya.com/help-center/es/profile-payment-methods-and-settings). Use your account to keep your contact information, saved payment methods, notification preferences, privacy choices, and account data up to date. The **Account** paths below are on the website. In the Naayya app, open **Profile** for your personal details and saved payment methods. ## Update your profile On the website, go to **Account** > **Profile** to update your name, profile photo, contact details, and related account information. In the Naayya app, open **Profile** > **Personal Details**. Your profile may also show studios where you have a role, teacher information, or feedback linked to your account. ### Verify a phone number to book a class Some businesses require a verified phone number before you can book. On the website, booking a class or an appointment asks for it before you book or pay. Enter your number and the code we send you, and the booking continues with the class or time and the way to pay you chose. In the Naayya app, choose **Verify phone** when the booking asks for it, enter your number and follow the code-verification steps. After verification, you return to the same class with your selected class credit or membership. Tap **Book** to finish. Verifying your number does not create a booking; wait for the booking confirmation. An invalid code leaves the class unbooked; enter the correct code to continue. If you close verification, tap **Book** again to reopen it. The business's phone-message choices are separate from verifying your number, and you do not need to agree to news and offers to book. ### Verify a phone number to book an appointment When you book an appointment with a pass in the Naayya app, the business can ask for a verified phone number in the same way. Choose **Verify phone**, then follow the same steps. After verification, you return to the same held time with the pass you selected. Tap **Book** to finish. Verifying your number does not book the appointment. The time stays held only until its timer ends. If the timer ends first, choose a time again. If you close verification, the time stays held and you can tap **Book** again to reopen it. ## Manage saved payment methods On the website, go to **Account** > **Payments** to view saved cards by business. In the Naayya app, open **Profile** > **Payment Methods**. You can delete a saved card unless it is currently tied to an active membership or subscription. If a card cannot be deleted, review the membership shown next to it or contact the studio. To add a new card, use checkout with a studio that supports saved cards. ## Manage notifications On the website, go to **Account** > **Profile** > **Settings**. You can manage: - marketing emails - studio-specific marketing email resubscription, when you previously unsubscribed from a studio - phone messages from each business, as described below ### Phone messages from each business A business sends you nothing on your phone until you have said what you want from it. Each business asks separately, and for each one you choose two things: - **Booking updates**: confirmations, reminders and changes about your bookings. The business sends them on WhatsApp, or by SMS if WhatsApp isn't available. This is ticked the first time you are asked. It also covers waitlist messages when a place opens in a class you joined the waitlist for. - **News and offers**: news and offers from that business, on WhatsApp or by SMS if WhatsApp isn't available. This is never ticked for you. You don't need it to book. You are asked when you add and verify your phone number while booking or signing up. If your phone number was already verified, each business asks once, on the confirmation page of your next booking with it. If you had turned on phone booking updates before, that choice carries over where it covered both WhatsApp and SMS, and the business still asks you once. A news and offers choice from before never carries over: each business asks you for it fresh. To change a choice later, go to **Account** > **Profile** > **Settings** on the website, or open **Profile** > **Privacy** in the Naayya app. Under **Phone messages from businesses**, each business has a **Booking updates** switch and a **News and offers** switch. In the app, the two switches read **Booking updates by phone** and **News and offers from** followed by the business name. A business shows a note while you have not chosen yet. You need a verified phone number before you can turn a switch on. Every news and offers message ends with a **Manage messages** link to these settings. A booking update, including a waitlist message, has no such link. If you turn **Booking updates** off for a business, you get no waitlist messages from it on your phone. A waitlist email still arrives where the business has it on. The Naayya app asks at the same moments as the website: when you verify your phone number for a business, and once on the confirmation of your next booking with a business you have not answered yet. An older version of the app still shows one **SMS notifications** switch. It turns off phone messages from every business at once, and turning it on does not choose for any business. Update the app to choose for each business. If you also work at a business as staff, **Work alerts by SMS** and **Work alerts by WhatsApp** on the same page let the businesses you work at send you your own work alerts. They don't change the choices you make as a customer. Emails that are needed to provide the service, such as booking confirmations, receipts, and account security messages, may still be sent. Phone messages are the exception: a business sends them only for the choices you have turned on. ## Set your language In **Account** > **Profile** > **Settings** on the website, choose English, German, French, Dutch, Luxembourgish or Spanish. This controls account and customer-facing text where translations are available. Czech, Portuguese, Italian and Catalan are no longer available to choose. If you saved one of these languages before, settings shows a notice asking you to choose another language. Until you do, the website uses a supported language remembered from an earlier visit, then a supported browser language, or English if neither is available. Changing your language does not change the business's country, currency or time zone. Content written by the business stays as entered, and documents already issued or signed are not translated again. ## Manage privacy choices In **Account** > **Profile** > **Settings**, use **Privacy settings** to manage cookie and browser-based analytics preferences. You can also turn product analytics on or off from the same settings page. ## Export or delete your account data In **Account** > **Profile** > **Settings**, use **Account Data Export** to request a copy of your account data. When the export is ready, the download link is shown on the same page for a limited time. Use **Delete account** if you want to close your account. Naayya checks for blockers such as active subscriptions before deletion can continue. If deletion is allowed, there is a grace period before final removal. After deletion, your personal profile information is anonymized and your login is removed. Bookings, payments, and operational records required for reporting or legal retention may remain. The **Delete account** section lists what is deleted, what is retained, and what is kept as evidence. The record of each waiver or contract you signed is kept as evidence: when you signed it, and from which IP address and device. Naayya keeps it only as long as a legal claim about it is still possible in the business's country, for example 10 years in Luxembourg. The period counts from the completion of your account deletion. After that it is deleted, or the business is asked to delete it. --- # Wallet and gift cards How to claim gift cards, top up your balance, see your wallet activity, use your balance at a business, and spend from someone else's account Canonical URL: https://www.naayya.com/help-center/wallet-and-gift-cards Category: for-customers Last updated: 2026-10-21T12:45:44Z # Wallet and gift cards Read [the Spanish guide to your wallet and gift cards](https://www.naayya.com/help-center/es/wallet-and-gift-cards). Your wallet shows gift cards you have claimed, money you or a business added to your balance, and account credit a business has issued to you. Balances are grouped by the business that issued them. If a business lets you spend from someone else's account, it is listed too. See [Spend from someone else's account](#spend-from-someone-elses-account). ## Claim a gift card Use the claim link in the gift card email. When you are signed in, the card is added to your wallet as the page opens. If you are signed out, sign in or create an account first, and the card is added when you come back to the page. Without the email, open the claim page at `naayya.com/claim-gift-card`, enter the **Gift Card Code** (it looks like `GC-XXXX-XXXX`), and select **Look Up Gift Card**. When you are signed in, the card is added to your wallet right after the lookup. If it cannot be added, the page says why and keeps **Claim Gift Card** so you can try again. If you are signed out, sign in or create an account after the lookup, and the card is added when you come back. If **Wallet** is in your account menu, **Claim** at the top of the page opens the same claim page. On **Overview**, **Claim it** under **What you have** opens it too, with or without a balance. You can also claim a gift card while you pay, without leaving checkout. Select **Apply gift card or promo code**, enter the code, and select **Apply**. The card is added to your wallet, and where wallet balance can pay for that purchase, it is used toward the total. You need to be signed in to apply a gift card. After the gift card is claimed, its remaining balance appears in your wallet. If you cannot claim it, check that the code has not already been claimed, expired, or cancelled. ## Top up your balance You can add money to your balance at a business that uses account balances, if you belong to that business. **Wallet** is in your account menu when you hold a balance or a claimed gift card, or when a business you belong to offers top-ups. 1. Go to **Account** > **Wallet**. 2. Expand the business and select **Top up**. If you owe the business something, **Top up** is next to **Amount due**. If you have no balance there yet, select **Top up** next to **Top up your balance at** the business. 3. Choose 25, 50, or 100, or enter a whole amount from 10 to 1,000 under **Or enter an amount**. Amounts are in the business's currency. 4. Select **Continue with** the amount, then pay by card, Apple Pay, or Google Pay. Your balance goes up as soon as the payment is confirmed. If the payment does not go through, no money is taken. A top-up is not a purchase, so it has no VAT invoice. VAT is charged on what you later pay for with the balance. If you owe the business something, a top-up pays off the **Amount due** first. Only what is left is added to your account credit. For example, if you owe 8 and top up 50, you owe nothing and have 42 of account credit. If the top-up does not cover what you owe, the receipt says it paid part of what you owe and shows the **Amount due**. If you no longer want money you paid in and did not spend, ask the business. They can refund it: a top-up you paid online goes back to the card you paid with, and money you paid at the desk or a balance carried over goes back in cash or by bank transfer. Course credit from a cancellation stays credit. Nothing is refunded while you owe the business something. If a top-up payment is refunded in any other way, the whole top-up amount is taken out of your account balance, less anything the business already refunded to your card from it. If you had already spent it, or it paid off money you owed, that amount is owed again and shows as **Amount due**. Gift cards are not affected. If the payment is disputed with your bank, the same amount is held while the dispute is open. It becomes spendable again only if the business wins every dispute on that payment. ### Money a business adds for you A business can also add money to your wallet at the desk, for example when you pay in cash. Ask at the desk if you want a receipt: the business can email one with the amount added and your new wallet balance, or print one if it has a receipt printer. Money added to your balance, by you or by the business, does not expire. It is part of your **Account balance**, which has no code and no expiry date. ### Emails about your account A business can choose to email you about your account. Each business decides whether it does: - When a purchase takes your account below zero. You get one email each time it goes below zero, not one for every purchase after it. - When your balance falls below an amount the business sets. - On the 1st of each month, a statement of the month before, if your account had movements that month or ended it below zero: the movements in and out, your balance at the start and the end of the month, and what you owe. Unused balance the business paid back shows as **Balance refunded**. A card refund that did not go through shows as well, as **Refund returned to your wallet**, so the statement adds up. If there are more than 40 movements, your wallet lists the rest. - When something you owe stays unpaid for the number of days the business sets, a reminder that lists everything you owe it. **Pay now** in an email opens your wallet with a top-up at that business, filled in with what you owe at that moment, in the business's currency, as the smallest whole top-up that covers it. A top-up is from 10 to 1,000. If you paid part of it in the meantime, it is filled in with what is left. Anything you pay beyond what you owe is added to your account credit. If you owe more than 1,000, the email says how much you can pay online and to contact the business for the rest. A debt in another currency has no **Pay now**: the email says to contact the business. A course instalment or a membership payment in a reminder is paid with the business, not with **Pay now**. ## Use wallet balance When you book or buy from a business with available wallet balance, choose the wallet option at checkout if it is offered for that purchase. At a business's point of sale, staff can also take payment for a shop item, such as a drink, from your wallet. Gift card balance is spent first, then money added to your balance. Wallet balances belong to the business that issued them. ### Charge to your account at the desk A business can let you put purchases at its desk on your account and pay later, up to a limit it sets for you. This is for shop and bar items, such as a drink, that staff sell at the point of sale. Your gift card balance and account credit are used first. The rest is what you owe, shown as **Amount due**. Each business decides whether it offers this and what your limit is. A balance from one business is shown separately from balances issued by another business. ### Charge to your account online A business that lets you charge to your account at the desk can also let you charge your own online purchases. Each business decides whether it offers this. It uses the same limit as at the desk. When it is offered, checkout shows **Charge to my account**. You can use it for a class, a class pack, a shop order, or a court or other appointment you book online. You see it only when: - You are signed in and have paid the business before, or hold a membership with it, and the business has not removed you as a customer. Until you have paid a business once, you cannot charge to your account there online. - Your gift card balance and account credit do not cover the price. If they do, you pay with them as before. A court or other appointment is the exception: your balance alone does not pay for it online, so you pay by card and checkout does not show **Charge to my account**. - Your account can take the whole price: your gift card balance, account credit and what is left of your limit add up to at least the price. To charge an order to your account: 1. At checkout, switch on **Charge to my account**. Checkout shows how much is added to your amount due. 2. Select **Charge to my account** to confirm. No card is charged. Your gift card balance and account credit are used first, and the rest is added to your **Amount due**. A top-up pays it off first. See [Top up your balance](#top-up-your-balance). You cannot put part of an order on your account and pay the rest by card. If your account cannot take the whole price, checkout does not show **Charge to my account**, and you pay another way. For a court, that means you pay the whole booking by card. A court or other appointment works the same way. The time is held for you while you check out. When you confirm, the time is booked and no card is charged. If your hold on the time ends before you confirm, nothing is charged and you choose a time again. If it ends as you confirm, the booking is not made and nothing stays charged to your account. A pack you buy in the same checkout as a booked time can also be charged to your account. A pack for courts or appointments that you buy on its own, without a time, cannot. You cannot charge a membership, a gift card, an account top-up or a program to your account online. The Naayya app does not offer **Charge to my account**. If your account can no longer take the order when you confirm, checkout says so and nothing is charged. ## Spend from someone else's account A business can allow you to spend from another customer's account at that business, for example a family member's account or a shared account named **Team tab**. The business sets this up. You cannot add yourself. ### See the accounts you can spend from Go to **Account** > **Wallet**. If **Wallet** is not in your account menu, open `naayya.com/account/wallet`. Under **Accounts you can spend from**, each business lists the accounts you can charge purchases to. Each account shows: - Its name: the name the business gave it, such as **Team tab**, or the account holder's first name, such as **Anna's account**. **Shared account** shows when it has neither. - Your daily limit on it, or **No daily limit**. - What you can charge to it today, for example **Up to €50 today at the desk**. This already takes your daily limit into account. Online, checkout decides again what the account can take. You see the account's name and what you can charge. You do not see the account holder's balance, what they owe, or their activity. ### What you can charge to it - You spend only from that account. Your own gift cards and account credit are not used, and neither are the account holder's gift cards. - A charge must fit what the account can take and your daily limit. Your daily limit is the most you can charge to the account in one day. The day follows the business's time zone. - The booking or purchase is yours. The money comes from the account. - The account holder sees each charge in their activity, with your first name. The account holder stays responsible for the account. - If the business takes you off the account's list, or removes you as a customer, you can no longer charge to it. What you already charged does not change. ### Charge an online purchase to the account At checkout, you see **Charge to** and the account's name for each account that can take the whole order, for example **Charge to Anna's account** or **Charge to Team tab**. You can use it for a class, a class pack, a shop order, or a court or other appointment you book online. It follows the rules for charging to an account online, decided for the account holder. You see it only when: - You are signed in, you are on the account's list, and the business has not removed you as a customer. - The business lets customers charge to their account online, and the account holder could charge online themselves. For example, an account holder who has never paid the business and holds no membership cannot. - The account can take the whole price, and the price fits your daily limit. The account can take its credit and what is left of the account holder's limit. To charge an order to the account: 1. At checkout, switch on the account's choice, for example **Charge to Team tab**. Switching it on switches off any other choice, such as **Charge to my account**. Checkout says, for example, **This order goes on Team tab. No card is charged.** 2. Select the button with the same name to confirm. No card is charged. The whole price goes on that account. You cannot put part of an order on the account and pay the rest by card, or split it between accounts. You cannot charge a membership, a gift card, an account top-up or a program to someone else's account online. The Naayya app does not offer it. If the account can no longer take the order when you confirm, or you can no longer spend from it, checkout says so and nothing is charged. Pay by card instead. ### Pay from the account at the desk At a business's point of sale, staff can take payment for a shop item, such as a drink, from the account, or close your tab on it. Ask staff to choose the account by name, such as **On Anna's account**. The same limits apply. ## View balances Go to **Account** > **Wallet**. Expand a business to see each entry: - A claimed gift card shows its remaining amount, sender, code, and expiry date when there is one. - **Account balance** is one amount: money you or the business added, a balance the business brought over for you, and course credit. It has no code and does not expire. At a business that lets you charge to your account, the same line is called **Account credit**. When you owe the business something, **Amount due** shows under the business's total and as its own line. The total is what you can spend without owing anything, so an amount due does not make it smaller. If the business has allowed other people to spend from your account, **People who can spend from this account** lists them with their daily limit, or **No daily limit**. When the account has a name, it shows as **Account name:** followed by the name. If a gift card expires soon, the wallet marks it so you can use it before the expiry date. ## See your wallet activity When you expand a business, **Activity** lists recent changes to your balance there, newest first, with the date, the amount, and your balance after it: - **Money added**, **Balance carried over**, **Gift card added**, and **Course credit added** show value coming in. - A payment from your wallet names what it paid for, such as the court and time, the class, or the items. - A balance with a minus sign is what you owed the business at that point. - **Charged by** and a first name shows on a payment that another person charged to your account. If that person has no first name on their profile, it reads **Charged by another person**. - **Returned to your wallet** shows value given back, for example after a purchase that did not go through. - **Refund added to your wallet** shows a refund that could not go back to your card. The business's refund to your card did not go through, so the amount was added to your account balance at that business instead, and you get an email about it. You can spend it there, or ask the business to pay it out to you in cash or by bank transfer. - **Refunded to your card**, **Refunded in cash**, and **Refunded by bank transfer** show unused money the business paid back to you. **Refund to your card in progress** shows a card refund the bank has not completed yet. If it does not go through, the amount comes back to your balance. - **Top-up refunded** shows the amount taken out of your account balance when a top-up was refunded. It cannot be used. - **Top-up disputed** shows the amount held while a top-up is disputed with your bank, or where the dispute was lost. If the business wins every dispute on that payment, the amount is spendable again and this line no longer shows. - **Expired** shows gift card value that left your wallet when the card expired or was cancelled. ## Send or download a gift card To manage gift cards you bought, open **Gift Cards** from the link in the gift card's confirmation email or on the page you see after buying it. It is not part of **Wallet**. From there, you can: - add or edit recipient details - send or resend the gift card by email when it has a recipient - download the gift card PDF - check whether it has been claimed - see its remaining balance and status If you update the recipient after the gift card was already sent, saving the new details does not resend it automatically. Use **Send** or **Resend** when available. If you manage gift cards for a business, see [Gift Cards](/help-center/gift-cards). ## If the balance looks wrong Wallet balances update after top-ups, purchases, refunds, claims, and expiry. Check **Activity** for the business to see each change. If the balance still looks wrong after refreshing the page, contact the business that issued the gift card or credit. --- # Your customer account How to use your account dashboard to manage bookings, credits, memberships, payments, and settings Canonical URL: https://www.naayya.com/help-center/account-overview Category: for-customers Last updated: 2026-10-21T12:45:44Z # Your customer account Read [the Spanish guide to your customer account](https://www.naayya.com/help-center/es/account-overview). Your account keeps the parts of your Naayya activity in one place: upcoming bookings, appointment times, credits, memberships, wallet balances, contracts, documents businesses keep about you, payment methods, profile details, and privacy settings. On the website, open **Account** after signing in. **Overview** is your account home. It answers three questions, in this order: - **Needs your attention:** contracts to sign, fees to pay with **Pay now**, and businesses that ask you to save a card. - **Next up:** your next class bookings and appointments, soonest first. **View all** opens **Activity**. When nothing is booked, it links to **Browse classes**. - **What you have:** class credits left and when the next ones expire, each of your memberships and when it renews (a paused membership with an end date shows **Paused until** and that date instead), and your wallet balance. Below them, **Have a gift card? Claim it** opens the page where you claim a gift card. **Needs your attention** appears only when something needs you. **Next up** and **What you have** always appear: with nothing booked, **Next up** links to **Browse classes**, and with nothing yet, **What you have** still offers **Claim it**. On a phone, the list of account sections and **Sign out** follow the blocks, and a menu at the top of each section moves you between them. In the Naayya app, open the **Bookings** tab to see your class bookings and appointments. Use **Profile** for your personal details, **Packs**, **Membership**, and saved payment methods. The other account sections below describe the website. ## Find a customer task - [Manage bookings and appointments](/help-center/manage-bookings-and-appointments) - [Check credits, memberships, and orders](/help-center/credits-memberships-and-orders) - [Use your wallet and gift cards](/help-center/wallet-and-gift-cards) - [Update your profile, payment methods, and settings](/help-center/profile-payment-methods-and-settings) - [Manage health information and consent](/help-center/health-information) - [Read the customer FAQ](/help-center/faq) ## What the account lists **Overview**, **Activity**, and **Profile** are always in the menu. The other sections appear once you have something in them: - **Access:** an active class pass or class credits with uses left, or an active or paused membership. A used-up, expired, or ended one is not listed. - **Payments:** an invoice or receipt, a payment plan, a fee to pay, a saved card, or a business that asks you to save a card. - **Wallet:** a wallet balance, a gift card you claimed (including one that is spent), or a business where you can top up your balance. A gift card you bought is not part of **Wallet**. Open it from the link in its confirmation email or after checkout. - **Orders:** an order for goods. A page that is not in your menu still opens from a link, for example one in an email. Inside **Activity**, **Access**, and **Payments**, a part you have nothing in does not show. For example, a customer with only class bookings and a class pack sees no **Appointments** part and no **Memberships** part. When there is nothing in any part, the page says so once. On your **Profile** page, **Contracts** and **Documents** are listed once you have one. **Health Info**, **Referrals**, and **Settings** are always listed, so you can add health information whenever you choose. ## What you can manage - **Profile:** update your name, contact details, profile photo, and linked studio roles. - **Activity:** [view upcoming and past class bookings, and manage appointments](/help-center/manage-bookings-and-appointments) when the studio allows it. - **Bundles:** see active class credits, how many are left, and when they expire. - **Memberships:** see active memberships, usage, renewal timing, and the studio they belong to. - **Wallet:** see claimed gift card balances and account credit by studio, and book with available balance. - **Payment methods:** view saved cards and remove cards that are not tied to an active membership. - **Health Information:** add optional health disclosures and control consent. - **Contracts:** review and sign assigned agreements. - **Documents:** open **My documents**, every document a business keeps about you, such as contracts, payslips, and files you uploaded for a business. Each shows how long it is kept. The **Access log** shows each time someone opened one of your documents or revealed one of your private details. If you leave a business, your documents there stay listed as archived until the dates shown. - **Referrals:** copy your referral link when you want to recommend Naayya to a studio. - **Settings:** manage notifications, language, privacy choices, data export, and account deletion. ## When something is missing Your account only shows items connected to the email address you used to sign in. If a booking, membership, gift card, or contract is missing, check that you are using the same email address you used at checkout. If you paid at the studio or booked through staff, it may take a short time for the studio to link the item to your account. ## Good to know Naayya shows customer account information across all studios you interact with. Some actions still depend on each studio's settings, for example cancellation windows, appointment rescheduling, membership terms, gift card expiry, and which notifications they send. --- # Manage Attendance Mark student attendance and add walk-in customers to your classes Canonical URL: https://www.naayya.com/help-center/managing-attendance Category: for-teachers Last updated: 2026-09-19T12:45:00Z # Manage attendance Use attendance to record who came to a class. You can also add someone who arrived without a booking. ## Open the attendance drawer On the website, open your teacher **Schedule**, find the class, and select its attendee count. In the Naayya app, open **Profile** > **Business** > **Classes**, select **My Classes** if shown, then select the class card. The **Students** drawer opens for that class. Its header shows the confirmed and attended counts. ## Mark attendance On the website, select **Mark attended** beside a student who came to class. The control then shows **Attended**; select it again if you need to undo the mark. In the app, use the attendance switch beside the student's name. Check the result before leaving the attendee list. If you need to clear the attendance marks for the class, select **Reset** in the Students drawer and check that the students are shown as pending again. ## Add a walk-in customer If someone attends without a prior booking: 1. Open the attendee list for the class. 2. Select **Add Walk-in** in the attendee list. In the app, this action is at the top of the sheet. If the class is full, the action may be unavailable. 3. Complete the form shown and confirm the addition. Walk-in customers appear in the attendance list marked as walk-ins. You can also select **Scan QR** in the Students drawer when a customer is checking in with a QR code. ## When to mark attendance - Mark attendance during or immediately after class while it's fresh - You can update attendance for past classes if needed - Check that the list reflects what happened in class ## Why attendance matters Attendance gives your business a record of who came to class. If a mark or walk-in looks wrong, correct it while the session is still fresh or ask your business for help. ## Related - [View your schedule](/help-center/viewing-your-schedule) to see upcoming classes - [View your payslips](/help-center/viewing-payslips) to check payment records on the website --- # Manage Your Profile Update your teaching name, photo, bio, primary style, and Instagram handle for the selected business Canonical URL: https://www.naayya.com/help-center/managing-your-profile Category: for-teachers Last updated: 2026-09-19T12:00:00Z # Manage Your Profile Use the teacher profile form for the business selected in your teacher dashboard. You can update your teaching name, photo, bio, primary style, and Instagram handle. ## Open your teacher profile 1. Sign in to your teacher dashboard. 2. Select the business you want to edit. 3. Open **Profile** in the sidebar. 4. Select **Teacher Profile**. 5. Check the business name shown above the form before making changes. ## If no business is selected If the page shows **No Business Selected** and **Please select a business to edit your teacher profile.**, select a business in the business selector, then return to **Profile** > **Teacher Profile**. ## Update your photo 1. Open the photo menu using the pencil button next to your photo. 2. Select **Update Photo**. 3. Choose an image file. 4. Adjust the crop when the cropper opens. 5. Complete the upload. Completing the crop uploads the image and places it in the form. To remove the current photo, open the same menu and select **Delete Photo**. After either action, submit the form to save the photo change to your profile. ## Edit your bio Enter or update your text in **Bio**. The helper text below the field asks you to share your teaching journey and what makes your classes unique. ## Set your primary style Enter your main teaching style or discipline in **Primary Style**. This field is a text input, so use the wording that matches your teaching. ## Add your Instagram Enter your username in **Instagram Handle** without `@` or an Instagram URL. This field is optional. ## Save your changes Select **Save Changes** when an existing teacher profile is loaded. If no profile exists for the selected business, select **Create Profile** instead. ## Check the profile link When **View Public Profile** is shown, select it to open the profile link in a new tab. The edit page labels the profile as visible to students; use this link to check the page reached by your profile link. ## Related - [Teacher dashboard overview](/help-center/dashboard-overview) for the main teacher dashboard - [Teacher FAQ](/help-center/teacher-faq) for quick answers --- # Teacher Dashboard Overview Access and navigate your teacher dashboard to view classes, track attendance, and manage your profile Canonical URL: https://www.naayya.com/help-center/dashboard-overview Category: for-teachers Last updated: 2026-09-19T00:00:00Z # Teacher dashboard overview If you teach classes for a business, you can use the teacher area on the website to see your schedule, attendees, payslips, and profile. In the Naayya app, open **Profile** > **Business** to see your classes and attendees. ## Access your dashboard On the website, sign in and open your teacher area. Its navigation has **Home**, **Schedule**, **Payments**, and **Profile**. In the Naayya app, open **Profile** > **Business**. Choose the business you teach for if you have more than one, then open **Classes**. Select **My Classes** if it appears; for some teaching roles, **Classes** opens your class list directly. If you cannot see your teaching area, ask the business to check your access. ## Dashboard home On the website, **Home** brings together your next class, teaching activity, and recent feedback. In the app, **My Classes** has **Upcoming** and **Past** views. ### Next class A card can show the class name, start time, business, and booked students. Select it to open your schedule on the website. ### Monthly statistics The website shows **Classes**, **Students**, and **Avg/Class** for your recent teaching activity. ### Recent feedback The website shows recent student feedback when there is feedback to display. Select **View all** for the full list. In the app, use **Feedback** from **My Classes**. ## Navigation On the website, use the teacher navigation: | Section | What you can do | |---------|-----------------| | **Home** | See your next class, activity, and recent feedback | | **Schedule** | See all your classes and who's attending | | **Payments** | View and download your payslips | | **Profile** | Edit your bio, photo, and public information | ## Teaching at multiple studios If you teach at more than one business, select the business you want to work with before checking its schedule or payments. In the app, choose a business under **Profile** > **Business** before opening your classes. Review your teacher profile for the selected business before sharing it with students. ## Next steps - [View your schedule](/help-center/viewing-your-schedule) to see upcoming classes and attendees - [View your payslips](/help-center/viewing-payslips) to track your earnings - [Manage your profile](/help-center/managing-your-profile) to update your public information --- # Teacher FAQ Quick answers to common questions about the teacher dashboard Canonical URL: https://www.naayya.com/help-center/teacher-faq Category: for-teachers Last updated: 2026-09-28T00:00:00Z # Teacher FAQ ## Schedule and attendance **How do I know who's coming to my class?** On the website, open your teacher **Schedule** and select the class's attendee count. In the Naayya app, open **Profile** > **Business** > **Classes**, select **My Classes** if shown, then select the class card. See [View your schedule](/help-center/viewing-your-schedule) for details. **Can I see student contact information?** The attendee list shows student names. If you need contact information that is not shown, ask your business for help. **What if someone shows up without a booking?** Open the class's attendee list and select **Add Walk-in**, then follow the form. See [Manage attendance](/help-center/managing-attendance). **How do I reset attendance or scan a customer's QR code?** Open the class's **Students** drawer from **Schedule**. Select **Reset** to set the class's attendance back to pending, or **Scan QR** to scan a customer's code. **How do I cancel a class I'm scheduled to teach?** Open the upcoming class's options. Choose **Cancel** on the website or **Cancel Class** in the app if the action is available. Read the policy and confirmation shown before submitting. The action may require a request or may be unavailable; ask your business if you cannot proceed. **Can I get someone to cover my class?** Open the class's options. Choose **Reassign** on the website or **Assign Another Teacher** in the app if the action is available. Follow the steps shown and check the result before assuming someone else is covering the class. Ask your business if the option is missing. ## Payments **How do I get paid?** Your business handles your pay. On the website, open **Payments** in your teacher area to see payslips it has dispatched. See [View your payslips](/help-center/viewing-payslips). **How is my pay calculated?** Your arrangement depends on the business you teach for. Ask your business how it calculates your pay. **When do payslips appear?** Payslips appear after your business dispatches them. Ask the business when to expect yours. ## Profile and feedback **Can students see my profile?** Your public teacher profile can show your name, photo, bio, and teaching style. Review it after making changes, especially if you teach for more than one business. **How do I see feedback from students?** On the website, open teacher **Home** and select **View all** beside recent feedback, or open **Profile** > **All Feedbacks**. In the app, open **Profile** > **Business** > **Classes**, select **My Classes** if shown, then select **Feedback**. **Can I respond to student feedback?** If you want to discuss feedback, contact your business. ## Account access **I can't access my teacher dashboard. What should I do?** Ask your business to check your teaching access and the account you use to sign in. **Can I teach at multiple businesses?** Yes, if each business has given you teaching access. Select the business on the website or under **Profile** > **Business** in the app before checking its classes. Website payslips also follow the selected business. ## Privacy and your data **Where do I find my own privacy and data settings?** From teacher **Profile**, choose **Health Information** for your optional disclosures, consent, and access log. Choose **Account & Data** for your account settings, data export, and account deletion. See [Health information and consent](/help-center/health-information) for the health page. **Can I add my own health disclosures as a teacher?** Use teacher **Profile** > **Health Information**. Confirm the consent notice before adding anything; you can edit or remove your information and withdraw consent there. **Where can I review access to my health information?** The **Health Information** page includes a **Recent access** section showing who viewed your information and when. For a question about a particular entry, contact Naayya support. **Will I see my students' health information when I take attendance?** In the **Students** drawer, a health information button may appear beside a registered student. Select it only when you need the information to support the class. If nothing has been shared, the page will tell you, and access is recorded for the student. **How do I download a copy of my Naayya data?** From teacher **Profile**, choose **Account & Data**, then find **Account Data Export** and select **Request export**. Check the request status there; when it is ready, select **Download**. The export download expires after seven days, so request a new export when it expires. **Does the export include my teaching schedule, payslips, or payouts?** Your payslips are included. The export lists each payslip with its pay details, and each payslip your business has dispatched comes with a link that opens it. The export also lists your contracts, waiver acceptances, invoices and credit notes, gift cards you bought or claimed, and the documents businesses keep about you. Files are linked, not copied into the export: use the link beside a file to open it. Your teaching schedule is not in the export. For teaching records, ask your business or contact support@naayya.com. **How do I delete my Naayya account?** From teacher **Profile**, choose **Account & Data**, then find **Delete Account** and follow the checks shown there. If deletion is blocked because you still have an active teacher profile, ask the business to unlink or deactivate it first. --- # View Your Payslips View your payment records and preview or download payslip PDFs Canonical URL: https://www.naayya.com/help-center/viewing-payslips Category: for-teachers Last updated: 2026-09-19T00:00:00Z # View your payslips The Payments page lists payslips your business admin has dispatched to you. You can review each payslip and preview or download a PDF copy. ## Access your payments 1. Log in to your teacher dashboard 2. Click **Payments** in the sidebar 3. If the page shows **No Business Selected**, select a business before viewing payslips ## Payment summary When payslips are available, the summary at the top of the page shows: - **Total Earnings**: Sum of the pay amounts for the payslips currently shown on the page - **Classes Taught**: Total classes for the payslips currently shown on the page - **Payslips**: Total number of payslips available If you have more than one page of payslips, use the arrows below the list to move between pages. **Total Earnings** and **Classes Taught** update for the page you are viewing. ## Payslip list Each payslip card shows: - **Period**: The date range covered (e.g., "Jan 1 - Jan 31, 2024") - **Classes**: Number of classes included - **Students**: Total student attendances recorded for the period - **Amount**: Your total pay for this period - **New** badge: Appears until you preview or download the payslip ## Download a payslip To get a PDF copy: 1. Find the payslip you want 2. Click its **Download** icon 3. The PDF saves to your device The PDF includes a detailed breakdown of classes, attendance, and pay calculations. ## Preview a payslip To view without downloading: 1. Click **Preview** or the preview icon 2. The payslip opens in a **Payslip Preview** window on the Payments page 3. Close the preview when done Previewing or downloading a new payslip marks it as viewed and removes the **New** badge. ## Understanding your pay Your payslip records your earnings for the specified pay period. The PDF includes base pay, bonus pay, attendance and no-show counts, and a class-by-class breakdown. Its calculation notes explain the configurations used for that payslip. For questions about how your pay is calculated, contact your business admin. ## Related - [View your schedule](/help-center/viewing-your-schedule) to see classes and attendance - [Teacher FAQ](/help-center/teacher-faq) for common questions --- # View Your Schedule and Attendees See your upcoming classes and who's booked to attend each session Canonical URL: https://www.naayya.com/help-center/viewing-your-schedule Category: for-teachers Last updated: 2026-09-19T12:45:00Z # View your schedule and attendees Use your teaching schedule to find your assigned classes and see who has booked. Attendee counts can change as people book or cancel. ## Access your schedule On the website, sign in to your teacher area and open **Schedule**. In the Naayya app, open **Profile** > **Business** > **Classes** for the business you teach for. Select **My Classes** if shown; for some teaching roles, **Classes** opens your class list directly. ## Upcoming and past classes Both the website schedule and the app's **My Classes** view have **Upcoming** and **Past** sections. On the website, the default date window shows the next 30 days for upcoming classes and the previous 30 days for past classes. **Past** means the class time has passed; it does not by itself confirm attendance. ## Understanding class cards Class cards can show the class name, date and time, location, and attendee count. The website may also show capacity beside the count. On the website, classes are grouped by date. ## See who's attending your class To view the complete list of students booked for a class: On the website, select the attendee count on a class in **Schedule**. In the app, select a class card in **My Classes**. The attendee list opens for that class. ### What you see for each student The **Students** list shows confirmed students and any walk-ins added to the class. Use the attendance control beside a student to record that they attended. See [Manage attendance](/help-center/managing-attendance) for the steps on each surface. ## Filter by date On the website, to view classes in a specific date range: 1. Click **Filter** at the top of the page 2. Select your start and end dates 3. Click **Apply** 4. The list updates to show only classes in that range This is helpful when reviewing past classes or planning ahead. ## Class actions For an upcoming class, its options may include: - **Reassign** on the website or **Assign Another Teacher** in the app: choose another teacher when the action is available - **Cancel** on the website or **Cancel Class** in the app: start the class cancellation flow when the action is available Follow the confirmation and policy message shown for that class. If an action is unavailable, contact the business rather than assuming the class has changed. ## Quick tips - Check your schedule the day before to see who's booked - Use the attendance drawer to prepare for your class - Check the attendee list again close to class time, since bookings can change ## Related - [Manage attendance](/help-center/managing-attendance) to mark who attended your class - [Teacher FAQ](/help-center/teacher-faq) for quick answers to common questions --- # Attendance policy Set what happens when a customer cancels a class late: a free allowance, then a lost class, a late cancellation fee or a booking pause. Canonical URL: https://www.naayya.com/help-center/attendance-policy Category: getting-started Last updated: 2026-10-11T09:14:23Z # Attendance policy An Attendance policy sets what happens when a customer cancels a class after your cancellation deadline. That is a late cancellation. You set one rule for drop-ins and class packs, and one for memberships. A workshop with its own cancellation policy uses that policy's deadline and refund setting instead. ## Set a rule Go to **Admin > Settings > Booking > Policies** and open the **Students** tab. Under **Drop-in & class packs** and under **Memberships**, find **Attendance policy** and turn on **Late cancellation**. You need owner or manager access. Each rule has: - **Free late cancellations**: how many late cancellations a customer can make before the outcome applies. 0 means none. - **Free allowance period**: when the free late cancellations start again, **Each calendar month** or **In any 30 days**. - **Outcome**, after the free late cancellations: - **Lose the class**: the class credit or membership class is used. - **Fee and keep the class**: the class comes back, and a late cancellation fee is charged to the customer's saved card. - **Fee and lose the class**: the class is used, and a late cancellation fee is charged to the customer's saved card. - **Booking pause**: the class is used, and the customer can't make new bookings at your business for the number of days you set. - **Late cancellation fee** or **Booking pause length**, for the outcomes that need one. The page describes each rule in plain words before you save it. For example: "Customers get 3 free late cancellations each calendar month; the class comes back. From the 4th, the class comes back and €10 including VAT is charged to their saved card. New bookings need a saved card." A late cancellation inside the free allowance is handled like an on-time cancellation. The class comes back when **Refunds enabled** (drop-ins and class packs) or **Credit back enabled** (memberships) is on. Click **Save student policies** to save the rule. ## Turn on a late cancellation fee - **You confirm before it is saved.** Saving a rule that turns a fee on opens a confirmation. Your current customers, including those who already hold a class pack or membership, are asked to add a card before their next booking with that product type. A card saved for membership billing doesn't count: customers add a card for these fees separately. Nothing is saved until you click **Turn on fee**. - **There is a minimum fee.** The fee must be at least the smallest amount a card can be charged in your market. The page shows the minimum and refuses a lower fee. - **The fee follows your price behavior for VAT.** If VAT is included in your prices, the fee includes VAT, for example "€10 including VAT". If you add VAT on top of prices, VAT is added to the fee, for example "€10 plus VAT". See [Tax Settings](/help-center/tax-settings). - **Products need tax settings when you add VAT on top.** A fee from a booking paid with a product that has no tax settings is not charged. The rule lists those products, so you can add tax settings to them in **Pricing** first. - **You can waive a fee for 24 hours.** A fee is charged to the customer's saved card 24 hours after the late cancellation. Until then you can waive it from the customer's page. - **Turning the fee off stops fees not yet charged.** If you turn off a rule's fee, fees from that rule that have not been charged yet are never charged. They show as **Not charged**. ## What customers see - **Before they book.** The class page on the web and in the Naayya app shows your Attendance policy, starting with what counts as a late cancellation, for example "Cancelling less than 12 hours before the class is a late cancellation." The Naayya app shows the rule for the selected booking option. Web checkout for a drop-in, class pack or membership shows the rule for that product type. A workshop or retreat with its own cancellation policy uses that policy’s deadline and refund setting. - **Cancelling a class.** Before a late cancellation, the Naayya app explains whether a class credit or membership use will come back, whether a fee applies, and whether new bookings will be paused. When the cancellation is confirmed, it shows the result. A fee is described as a saved-card charge or an amount due only when that collection method is known. - **A saved card, when a rule charges a fee.** Booking needs a card saved for these fees. A customer saves one when they book a class on the web and pay for a drop-in or class pack by card, or on the **Add a card** page. Membership customers use the **Add a card** page. Both show your fee terms above the consent the customer agrees to. - **When they cancel late.** On the web, the cancel dialog shows the fee, or the booking pause, before the customer confirms, for example "€10". The confirm button shows the fee, for example **Cancel (€10 fee)**, instead of **Cancel & Refund**. After they cancel, the confirmation says how the fee is collected. A customer with a card saved for these fees is told it will be charged to that card. A customer without one, for example a customer who booked before you turned the fee on, is told the fee will be due and that a payment link will follow. - **When they cancel a whole group late.** On the web, a customer who booked for several people can cancel the **Entire group**. Each late booking is counted on its own, one after another: each counts toward the free allowance and can carry its own fee or start a booking pause. Before the customer confirms, the cancel dialog shows the total, for example "2 late cancellation fees of €10 and €10 (€20 in total)", and how many bookings get the class back. The confirm button shows the total, for example **Cancel group (3, €20 fee)**. After they cancel, the confirmation names each fee and how it is collected, as it does for one booking. - **A booking pause.** A customer in a booking pause can't make new bookings at your business until the pause ends. Your staff can still book them. - **An amount due.** If no card was saved for these fees, or a fee can't be charged to the saved card, it becomes an amount due. Until it is paid, the customer can't book classes at your business with a drop-in or class pack, or with a membership, depending on the product type the fee applies to. Your staff can still book them. - **Paying an amount due.** The customer gets an email with a link to pay. They can also click **Pay now** on their account, or on the message they see when a booking is refused. After they pay, they get a receipt by email. ## Manage a customer's late cancellations Open the customer from **Customers**. Only owners and managers see the **Attendance policy** card. It lists each late cancellation with the class, its outcome and its fee. The card does not appear for a customer with no late cancellations. A fee shows one of these statuses: **To be charged** (with the date), **Charging**, **Paid**, **Amount due**, **Waived** or **Not charged**. - **Waive**: shown while the fee has not been charged yet. The fee is not charged, and the late cancellation stops counting toward the free allowance. Once the fee is charged, refund the payment instead. The fee still shows as **Paid**. - **Lift**: shown while a booking pause is active. The customer can book again straight away. The late cancellation still counts toward the free allowance. ## Related articles - [Booking Policies](/help-center/booking-policies) - [Customer Bookings](/help-center/bookings) - [Tax Settings](/help-center/tax-settings) --- # Booking Policies Configure cancellation rules for customers and teaching staff. Canonical URL: https://www.naayya.com/help-center/booking-policies Category: getting-started Last updated: 2026-10-11T09:14:23Z # Booking Policies Booking policies let you set the cancellation rules shown and applied in your business. The page separates customer policies from teaching staff policies. ## Open policies Go to **Admin > Settings > Booking > Policies**. You need owner or manager access to change these settings. ## Customer cancellation policies Open the **Students** tab. The page groups the available controls by the type of activity or offer: - **Drop-in & class packs**: **Cancellation deadline**, **Refunds enabled**, and **Custom message**. - **Memberships**: **Cancellation deadline**, **Credit back enabled**, and **Custom message**. - **Workshops**, when your business has workshops: an option to **Use a separate workshop policy**, followed by the same types of controls for the workshop. - **Courses**, when your business has courses: an option to **Use a separate course policy**, followed by the same types of controls for the course. The **Programs** section has its own controls: **Cancellation preset**, **Access ends**, **Policy text**, **Customers can request cancellation**, and **Approve requests automatically**. The preset options include **Before the next session**, **Stop at the next payment**, **After a notice period**, and **Full commitment**. When you choose a notice period, the page also shows a notice-period field. Use the custom message or policy text fields to explain your business's rule in the wording customers will see. ## Teacher cancellation policies Open the **Teaching Staff** tab. The page includes: - **Allow teaching staff cancellations** - **Minimum notice** - **Max enrollment threshold** - **Require admin approval** - **Message to teaching staff** The page also links business-wide staff roles to **People > Staff**. Use that area for staff access and roles; use this tab for the cancellation settings. ## Before saving changes Before saving, check that the selected product section, deadline, toggles, and message match the rule you want your business to use. If you changed teaching staff settings, check the **Teaching Staff** tab separately before saving. ## Related articles - [Booking & Checkout Settings](/help-center/booking-settings) - [Customer Bookings](/help-center/bookings) - [Waitlists for Classes](/help-center/waitlists) - [Waivers & Terms](/help-center/waivers-and-terms) --- # Choose the order customers see Put your teachers, services, pricing options, shop products, gift cards and locations in the order customers see them. Canonical URL: https://www.naayya.com/help-center/choose-the-order-customers-see Category: getting-started Last updated: 2026-10-14T05:50:00Z # Choose the order customers see Owners and managers choose the order customers see six lists in: teachers, services, pricing options, shop products, gift cards and locations. Until you change a list, customers see it as they do today. ## Change the order of a list Each list has a **Change order** button on its page: | List | Page | |---|---| | Teachers | **Admin > Settings > Staff** | | Services | **Admin > Services** | | Pricing options | **Admin > Pricing** | | Shop products | **Admin > Products** | | Gift cards | **Admin > Gift Cards** | | Locations | **Admin > Settings > Locations** | 1. Open the page for the list. 2. Select **Change order**. 3. Move each row where you want it. Drag it by the handle on its left, or use the up and down arrows on its right. The arrows also work with a keyboard. 4. Select **Save**. **Order saved** confirms the change. **Cancel** closes the dialog without saving. If the order cannot be saved, the dialog stays open and shows the reason. Nothing changes for customers until a save succeeds. On **Admin > Services** and **Admin > Pricing**, **Change order** appears once the page lists more than one item. ## What each list includes Archived items are not in these lists. - **Teachers:** your active teachers. - **Services:** your services. A service that is not active shows **Not bookable**. You can still place it, and it keeps that place when you activate it. - **Pricing options:** grouped in four sections. You put options in order within their section; an option cannot move to another section here. The first three are the sections of your pricing page. **Service prices** are what customers choose from when they book a service. - **Intro offers:** options you created as an intro offer. - **Class Passes:** drop-ins, class packs, unlimited passes and service packs. - **Memberships:** your memberships. - **Service prices:** single appointment prices. A price that only a course sells is not in this list. An option that is not on sale says so. - **Shop products:** your physical products, grouped by category. You put products in order within their category; a product cannot move to another category here. Products without a category are under **No category**. To change the order of the categories themselves, use the arrows on **Admin > Products > Categories**. See [Product categories](/help-center/creating-physical-products#product-categories). - **Gift cards:** your active gift cards. - **Locations:** your in-person locations. Online locations are not in this list. Your main location shows **Main location**. ## New items A teacher, service, pricing option, product, gift card or location you add later appears after the ones you placed. A new pricing option stays in its section, and a new product stays in its category. Open **Change order** again to move it. When you use **Replace product** on a pricing option, the new version takes the old one's place. ## Go back to the default order Select **Reset to default** in the **Change order** dialog. The list goes back to the way customers saw it before you changed it, straight away, and **Order reset to default** confirms it. **Reset to default** is available once you have saved an order for that list. ## Where customers see your order - **Teachers:** - the teacher filter on your storefront schedule and in website embeds - the provider filter on your storefront services page, and the providers customers choose from when they book a service on your storefront - the teachers shown for your business in the Naayya app The order only changes how providers are listed. It does not change which times are offered or who is booked when a customer chooses **Anyone**. In the Naayya app, the providers for a service keep their usual order. - **Services:** your storefront, the Naayya app (within each category heading), and Point of Sale on the web. - **Pricing options:** your storefront pricing page and Point of Sale on the web. Naayya POS follows your order after its next update. - **Options to pay for a class:** your storefront and Point of Sale on the web. The Naayya app and Naayya POS follow your order after their next update. - **Payment options for a service:** when a customer books a service on your storefront or in the Naayya app, and in Point of Sale on the web. The option used when the customer does not choose always comes first: the service's default option, or, if it has none, the first option you added to the service. Changing the order never changes which option that is. The other options follow your pricing option order. - **Shop products:** your storefront shop, website embeds that show your products, and Point of Sale on the web. Products stay under their category. Naayya POS follows your order after its next update. - **Gift cards:** your storefront shop and gift card page, and Point of Sale on the web. Naayya POS follows your order after its next update. - **Locations:** your storefront **About** page and the Naayya app, the location filter on your storefront schedule and in website embeds, and the pickup locations at checkout. Once you set a location order, the **About** page follows it instead of putting your main location first. Place your main location where you want it. See [Manage locations and resources](/help-center/managing-locations). ## What stays the same The order changes only how these lists are shown. Prices, availability, opening hours and existing bookings stay as they are. Your schedule still lists classes by time. Two places had no set order before and now start with one: products within a shop category are listed by name, and the payment options for a class or a service are listed cheapest first within your pricing page sections. Until you set your pricing order, a class's memberships come first on your storefront. A service's first option always stays the one described above. After its next update, Naayya POS lists a class's options and your shop products in the same order as Point of Sale on the web, instead of by price or name. ## Who can change the order Only owners and managers see **Change order**, so only they can save an order or reset it. --- # Contracts Create, upload, version, and assign contract documents, and send contracts for e-signature on the Enterprise plan. Canonical URL: https://www.naayya.com/help-center/contracts Category: getting-started Last updated: 2026-10-20T20:04:00Z # Contracts Use Contracts to keep business documents in one place and track which people they are assigned to. Contracts are document records. They do not replace legal review. On the Enterprise plan, you can also send contracts to your team to sign online. Where sending to outside recipients is enabled, you can send a separate copy to a person or company without inviting them as staff. See [Send contracts for e-signature](#send-contracts-for-e-signature). ## Open contracts Go to **Admin > Contracts**. Contracts appears once it is switched on for the business. If it is not in your admin menu, the owner, or someone given the **Activate business features** permission, can switch it on in **Admin > Settings > Features**. See [Features](/help-center/features-settings). The page has contract records and assignments. ## Create a contract 1. Click **New Contract**. 2. Add a title and description. 3. Choose **Membership**, **Teacher Contract**, or **Staff Contract**. 4. Set the start and end dates. 5. Upload a PDF document. 6. Click **Create Contract**. Use a clean final document, not a draft with internal notes. ## Version history When a contract changes, open **Version History** to keep track of document updates. The history dialog lets you preview a version or click **Restore**. Version history helps you understand which document was active at a point in time. It does not decide whether a legal change is valid. ## Assign contracts From a contract row, click **Assign** when a contract should be connected to a person. Search for users, select the users and contract version, then confirm the assignment. Assignments help you track: - Who the contract belongs to - Which contract version was assigned - Whether follow-up is needed ## Send contracts for e-signature Contract e-signature lets you build a contract package once, send each person on your team their own copy, and countersign it once they have signed. It is part of the Enterprise plan. The Contracts page described above keeps working as it does today. ### Before you start Contract e-signature needs all of these: - **Enterprise plan**: The feature list on **Admin > Settings > Billing** lists **Contracts e-signature** for the Enterprise plan. - **Switched on by Naayya**: Naayya support switches contract e-signature on for each business. Contact support to switch it on. - **Business Terms and DPA accepted**: the business owner accepts the current Business Terms and Data Processing Agreement in the **Naayya agreement** section of **Admin > Settings > Billing**. See [Naayya agreement](/help-center/plan-features#naayya-agreement). - **Permission**: you need the **View Contracts** or **Manage Contracts** permission for the business. Once contract e-signature is switched on, **Templates** and **Sent** show under **Contracts** in the admin menu. If a step is missing when you open one of these pages, the page shows a message instead: - **Send contracts for e-signature**: your plan does not include contract e-signature. Click **View plans** to compare plans. - **Not switched on yet**: your plan includes it, but it is not switched on for this business yet. Contact Naayya support to switch it on. - **Accept the Business Terms and DPA**: the business owner can click **Review and accept** on this message. Other team members see a note asking the owner to accept it in the Naayya agreement section of Settings, Billing. - **No access**: you need the **View Contracts** or **Manage Contracts** permission for this business. Ask the business owner. With **View Contracts**, you can see templates and sent contracts. Changing templates, sending contracts, verifying uploads, and countersigning need **Manage Contracts**. ### Create a template 1. Go to **Admin > Contracts > Templates**. 2. Click **New template**. 3. Enter a **Title**, then click **Create template**. The template opens with one document to sign. 4. On the **Documents and blanks** tab, paste your contract text into the document. You can paste it from Word. 5. Add the blanks that change for each person (see below), and put them in the text. 6. Click **Save**. Click **Preview PDF** at any time to see the package filled with sample values. ### Documents A template can hold more than one document. In the **Documents** panel, click **Add** and choose: - **Document to sign**: a document the person signs. - **Translation, for information**: a translation of a document to sign. It is shown for information. The document it translates is the text that binds. For each document, set the **Document title**, the **Language**, and the **Role** (**To sign** or **Translation**). Click **Remove document** to take one out. Nothing is deleted until you save. ### Blanks Blanks are the details that change for each person, such as a name, a start date, or a salary. 1. In the **Blanks** panel, click **Add blank**. 2. Enter a **Name** and choose a **Type**: **Text**, **Date**, **Amount**, **Email**, **Phone**, **Address**, **IBAN**, or **National ID number**. 3. Under **Filled in by**, choose **Business** if you fill it in when you send, or **Recipient** if the person fills it in when they sign. 4. Optional: add **Why we ask (optional)**. The person sees it next to the field. 5. Turn **Required** on or off. 6. Click **Add blank**. To put a blank in the text, place the cursor in the document, then click the blank in the **Blanks** panel. For an **IBAN** or **National ID number** blank, choose what happens under **In the contract**: - **Keep in the vault only (recommended)**: stored encrypted for your records and payroll. Not printed in the contract. - **Print in the contract**: the value is printed in the signed PDF. You must enter a **Reason for printing**. ### Uploads and validity Open the **Uploads and validity** tab. Under **Details**: - **Valid from** and **Valid until** set the dates the contract is valid. - **Status** is **Draft**, **Ready to send**, or **Archived**. You can send only a template that is **Ready to send**. It needs the text of at least one document to sign first. - **Internal note (optional)** is for your team, for example who the template is for. Under **Required uploads**, click **Add upload** for each document the person must upload while signing: - **Name**, and a **Kind**: **ID document**, **Health insurance card**, **Proof of bank details**, or **Other document**. - **Why you need it** is required. The person sees it. - **Required to sign** decides whether the person can sign without it. Click **Save** when you are done. ### Send a contract 1. Open a template that is **Ready to send**, with no unsaved changes. 2. Click **Send**. 3. Choose **Staff**. Under **Who gets it**, tick each person, or tick **All staff**. This option sends to people with a staff role in this business. 4. Under **What you fill in**, fill in the business blanks for each person. Click **Preview** to check a person's copy before sending. 5. Check the **Sign by** date. It starts two weeks from today, or on the template's **Valid until** date if that is sooner. Leave it empty for no date. 6. Click the send button, which shows how many people you chose (for example **Send to 3 people**), then click **Send** to confirm. Each person gets an email with a link to read and sign their copy. After the **Sign by** date, a contract that is still open shows as **Overdue**. Once a template's **Valid until** date has passed, it can no longer be sent. ### Send to an outside recipient This option needs **Manage Contracts** and outside-recipient sending enabled for the business. Sending to a private person or using a general agreement also needs general-agreement sending enabled. If the page says it is not enabled, contact Naayya support. 1. Open a template that is **Ready to send**, click **Send**, then choose **Outside recipient**. 2. Check **Your business**. Saved details are pre-filled where available. Enter any missing legal name, address, registration number and **Your signing capacity**. The representative is your own profile name. Corrections apply to this copy only. 3. Choose **Person** or **Company** and enter the recipient's details and email. For a company, enter its registration number, the signer's name and signing capacity. For a person, enter their legal name and address. If the template has a required printed recipient address blank, **Who fills the legal address?** can ask the recipient to enter it before signing. 4. Choose the **Purpose**, fill the business blanks and choose a legal basis for each requested file. Outside-recipient templates cannot use employee-vault fields or health insurance cards. 5. Choose **Require an emailed code to open** if the email link should not open the contract by itself. This is always on when the template asks for files. Check the optional **Sign by** date. 6. Choose **I sign before sending** or **I countersign afterwards**. Click **Preview PDF** and check the copy. Editing a detail means previewing it again. 7. Click **Review and sign** to sign first. Tick **I agree to sign electronically**, click **Email me a code**, and confirm the code sent to your own account. Draw or type your signature, then click **Sign and send**. For recipient-first signing, click **Review and send**, check the recipient, then **Send contract**. The recipient gets an email link and does not need a Naayya account to sign. With the opening-code option on, they confirm a code emailed to the recipient address before viewing the agreement. Otherwise the key in the email link opens a file-free agreement for 48 hours; an expired or missing key asks for a code. A forwarded email can open a contract during that window unless you require a code. If you signed first, the recipient sees your business signature. With no files to verify, their signature completes the agreement. If you chose to countersign afterwards, their signed copy waits for you in **Sent**. Requested files still need the business's verification before completion. From **Admin > Contracts > Sent**, use **Send again** to email another invitation for the same open copy, **Withdraw** to end it with a reason, or **Replace** to prepare a corrected copy with a reason. Sending the replacement withdraws the old copy. These actions are available before the recipient signs. **Sent copy** opens the frozen contract text; use the signed PDF for the signature record. If the invitation could not be delivered after the contract was saved, check its delivery status in **Sent**. Do not start a second contract to retry the same invitation. ### What the person signing sees For a staff contract, the link in the email opens the contract in the person's Naayya account. They sign in first if needed. They also find it under **Account > Contracts**, in **Sent to you for signature**. Signing has six steps: **Read**, **Details**, **Uploads**, **Review**, **Code**, and **Sign**. Before they fill anything in, they see a notice that explains who is asking for their details, why, and how long each detail is kept. At the **Code** step, they tick **I agree to sign electronically**, click **Email me a code**, and enter the 6-digit code from the email. The code works for 10 minutes. Then they sign and click **Sign the contract**. The contract then waits for your countersignature. ### Track sent contracts Go to **Admin > Contracts > Sent**. The **Sent contracts** page shows where each contract is. Use the **Open**, **Completed**, and **All** tabs to filter the list. Each row shows the **Person**, **Contract**, **Status**, **Sent** date, **Sign by** date, **Reminders**, and **Last update**. Statuses include: - **Sent**: the email went out. - **Viewed**: the person opened the contract. - **Awaiting countersignature**: the person signed. It is your turn. - **Completed**: both sides signed. - **Expired**: the contract was not completed before the template's **Valid until** date passed. Reminders go out on day 3, then every 3 days, up to 5. They stop when the person signs or the contract expires, or if an email did not reach the person. If an email did not reach the person, the row shows **Email bounced**, **Marked as spam**, or **Email blocked**. Check their email address. ### Countersign a contract 1. On the **Sent contracts** page, find a contract that is **Awaiting countersignature** and click **Countersign**. 2. **Check the signed copy**: click **Open their signed copy (PDF)** and check their details. 3. **Verify each upload**: click **Open** to check the file, then click **Mark verified** and confirm with **Verify and delete the file**. The file is deleted for good once you verify it, and the check is recorded. A file that was not verified in time shows **Deleted after 30 days**. 4. **Confirm it is you**: tick **I agree to sign electronically**, click **Email me a code**, and enter the code from your email. 5. **Countersign**: sign and click **Countersign**. You and the person each get an email with a link to the final PDF. Only someone with the **Manage Contracts** permission can verify uploads and countersign. Others see **View** instead of **Countersign**. ### Download a signed contract On the **Sent contracts** page, open the **Completed** tab, click **Signed PDF** on the row, then click **Download the signed contract (PDF)**. The person who signed can download it from the email link or from **Account > Contracts**. ## Common issues ### The upload fails Check the file type and file size. Try a fresh copy of the document. ### A person is missing from assignment Check that the person exists in the relevant customer or staff records. ### The contract dates are wrong Edit the contract record or create a new version if the document itself changed. ### Templates and Sent are missing from the menu They show only when contract e-signature is switched on for the business and you have the **View Contracts** or **Manage Contracts** permission. See [Before you start](#send-contracts-for-e-signature-before-you-start). ### The Send button is missing on a template Set the template's **Status** to **Ready to send** and click **Save**. Sending also needs the **Manage Contracts** permission. ### A person is missing from Who gets it The **Staff** option lists people with a staff role in this business. For a customer, freelancer, supplier or partner, use **Outside recipient** where enabled instead of inviting them as staff. ## Related articles - [Staff Management](/help-center/staff) - [Plan Features](/help-center/plan-features) - [Roles & Permissions](/help-center/roles-permissions) - [Customer Details](/help-center/customer-details) - [Waivers & Terms](/help-center/waivers-and-terms) - [Reports](/help-center/reports) --- # Features Switch Referrals, Contracts, Payroll and Entries on or off for your business in Settings. Canonical URL: https://www.naayya.com/help-center/features-settings Category: getting-started Last updated: 2026-10-19T18:00:00Z # Features Referrals, Contracts and Payroll stay out of your admin until you switch them on. A new business starts with all three off, so the sidebar shows only what the business uses. A business that was already using a feature when this page was added keeps it on: referral links or referrals, any contract or contract template, contract e-signature switched on by Naayya, or payslips or pay rules. ## Open features Select the business from the sidebar, then go to **Admin > Settings > Features**. ## Switch a feature on or off 1. Go to **Admin > Settings > Features**. 2. Find **Referrals**, **Contracts**, **Payroll** or, once Naayya allows it, **Entries**. 3. Use the switch on that row. When a feature is on, it appears in the admin sidebar and in search, and the row shows a link to open it. You do not need to reload the page. Off means off for everyone. While a feature is off, its sidebar entry and admin pages are hidden, and nobody can start using it for your business: customers cannot create an invite link, and no new contract, pay rule or payslip can be created. ## A feature in use stays on You can switch a feature off only while nothing depends on it. Otherwise the switch stays on and a message says why: - **Referrals:** customers already hold referral links for your business. Links cannot be removed, so Referrals stays on. - **Contracts:** a stored contract is active, a stored contract has a pending assignment, a template is **Ready to send**, or a contract is waiting for a signature. - A stored contract keeps Contracts on, and it cannot be removed. - End a pending assignment with **Terminate** in the contract's **Assignments** tab. - Archive templates you no longer send: open the template and set **Status** to **Archived**. - A contract waiting for a signature keeps Contracts on until it is signed, declined or expires. - **Payroll:** a pay rule is active. Delete the active pay rules first: open **Payroll**, select **Create**, then **Pay Rules**. Deleting a pay rule cannot be undone. Payslips you already created stay. - **Entries:** an entry pass is on sale, a customer is still paying for one, or a customer still has visits left on one. Stop selling entry passes, then refund the visits customers hold or let them be used up. Entries can be switched off a day after the last entry pass comes off sale, and a purchase the customer never finished paying is cancelled after 7 days. Switching off deletes nothing. If you switch a feature on again, its records are still there. | Feature | What it adds | Where it appears | |---|---|---| | **Referrals** | Customers invite friends with their own link, and you see who joined. See [Referrals](/help-center/referrals). | **Admin > Referrals** | | **Contracts** | Send contracts to customers and staff, and keep the signed copies. See [Contracts](/help-center/contracts). | **Admin > Contracts** | | **Payroll** | Set pay rules for teachers and create their payslips. See [Payslips](/help-center/payslips). | **Payments > Payroll** | | **Entries** | Check people in at the entrance, and sell passes used up on entry. See [Check people in at the entrance](/help-center/check-people-in-at-the-entrance). | **Admin > Entries** | ## Entries **Entries** is listed only once Naayya allows it for your business; contact Naayya support to ask for it. It also needs an active entrance. Until your business has one, the switch cannot be used and links to **Add an entrance**, which opens **Entrances** in **Admin > Settings > Hardware**. While Entries is on, your last active entrance cannot be switched off or archived. ## What stays with each person - **Contracts:** people keep the signed copies of contracts in their account. - **Payroll:** teachers keep the payslips you sent them. ## Who can switch features The business owner can switch features. An owner can also give another person the **Activate business features** permission. See [Roles and permissions](/help-center/roles-permissions). Everyone else sees each feature as **On**, **Off** or **Not included**, without a switch. ## Not included in your plan A row that says **Not included in your plan** cannot be switched on. Select **See plans** to compare plans on **Admin > Settings > Billing**. See [Plan Features](/help-center/plan-features). Contract e-signature has its own requirements on top of the Contracts switch. See [Send contracts for e-signature](/help-center/contracts#send-contracts-for-e-signature). ## Other things you switch on - Classes, Services, Programs and Products are switched on in **Admin > Settings > Offerings**. See [Switch offerings on and off](/help-center/offerings-settings). - Marketing email and Instagram publishing are switched on in **Admin > Settings > Messages**. --- # Find your settings Where to find business, booking, customer, finance and account settings. Canonical URL: https://www.naayya.com/help-center/settings-navigation Category: getting-started Last updated: 2026-10-19T18:00:00Z # Find your settings Open **Settings** from Admin. Settings has five groups. Each page uses section headings and settings rows; scroll to the setting you need. The selected business applies to business settings and Billing; Profile applies to your personal account. ## Business - **General:** business details and regional preferences. - **Brand:** customer-facing colors and typography. - **Locations:** locations, resources, opening hours and their closures. - **Staff:** profiles, roles and access. - **Offerings:** switches for Classes, Services and Programs, followed by Categories and Tags on the same page; categories are public and tags are for your team. - **Features:** switches for Referrals, Contracts, Payroll and Entries. See [Features](/help-center/features-settings). - **Integrations:** your connections and business social accounts. ## Bookings - **Booking:** Checkout, Availability, Waitlist and Policies. Business-wide closures appear on the same page as booking availability. Location and resource closures stay with their own records, and provider time off stays with the provider. - **Legal:** customer waivers, terms and privacy documents. ## Customer - **Storefront:** public booking pages, followed by embed setup for your existing website. - **Website:** a managed Naayya website, shown to owners and managers when one is assigned to the business. - **Messages:** Notifications, Automations and Email domain. Checkout reminders are under Automations. Review requests follow fixed timing; their email and push switches are on the **Review request** row in Notifications. ## Finance - **Get paid:** Stripe connection and customer payment methods. - **Tax:** VAT profile, rates and numbering. - **Sales points:** sales areas and POS devices, shown when this feature is enabled for the business. ## Account - **Profile:** your personal account and privacy choices. - **Billing:** the selected business's Plan, Invoices and Usage. The same page includes feature information and agreements; Usage includes AI credit. ## Work outside Settings Download the full People CSV from **Customers > Export CSV**. Review email opt-outs from **Campaigns > Unsubscribes**. Open **Reports** from the main app for accounting and performance reports. Existing bookmarks continue to open the matching page or section. Moving an action does not give someone a new permission: the existing role and feature checks still apply. --- # Manage Locations and Resources Set up your business locations and configure resources like rooms and equipment for classes and services. Canonical URL: https://www.naayya.com/help-center/managing-locations Category: getting-started Last updated: 2026-10-20T20:10:00Z # Manage Locations and Resources ## What are locations Locations are the physical or online places where customers book your classes and services. Each location can have its own address, phone number, operating hours, and resources. If you operate from one place, create one location. Businesses with several branches can create a location for each one. ## Create a location The create page asks for three things, in order: where you are, what classes run in, and when you are open. Everything else has a default. 1. Go to **Admin** > **Settings** > **Locations**. 2. Click **New** (the plus button on a phone). 3. Choose **Physical space** or **Online**. The page starts on **Physical space**. 4. Enter a **Name**. 5. For a physical space, add an **Address**. Search for it and choose a suggestion, or select **Enter address manually** and type it. A physical space needs a **Street address**, **City** and **Country** before it can be created. If you choose a suggestion that is only a town or postcode, or leave the search without choosing one, the address fields open with what is known so you can finish it. For an address you type, choose its **Timezone** from the list. An online location has no address. Its **Timezone** is shown for reference and is detected from your browser, so you cannot change it here. 6. For a physical space, review the **Resources** section. It starts with one row: **Main Room**, type **Room**, capacity **20**. A business that said at sign-up that customers book a court, lane or room starts with **Main Court**, type **Court**, and so does an older business set up as a sports facility. Change the name, type, or capacity, or click **Add another room** (the button names the type, for example **Add another court**) to add more rows. A row's name follows its type until you edit the name. 7. For an online location, enter **Max attendees**. Naayya creates one virtual resource for the location with that capacity, and classes there take their capacity from it. 8. Under **Operating hours**, the default is every day from 05:00 to 22:00. Click **Change** to edit the hours, or **Apply Monday to all days** to copy one day across the week. 9. Click **Create location**. Each field is checked when you leave it, and a problem shows next to the field that caused it. When you click **Create location**, or choose a suggestion that is only a town or postcode, the page says under the address which of the street address, city or country is still missing. The location and its resources are saved together. If a resource cannot be saved, the location is not created and the reason appears next to the field. When the location is created, the page shows what was saved and offers **Create a class**, **Back to locations** (or **Back to setup** if you started from the setup checklist), and **Add details**. Phone number, photo, description, and amenities are not on the create page. Add them later from the location's page: open the location's **More actions** menu and select **Edit**. A physical location counts for **Add your location and rooms** in the setup checklist only once it has its address. Until then, the step opens that location's page so you can add it. The hours you set here are the location's opening hours. Resources at the location follow them until you give a resource its own hours. See [Set Availability Schedules](/help-center/appointment-availability#set-resource-availability). A location that is closed every day cannot take bookings for services, but classes there still run. The hours editor shows this note when every day is off. A day's only time range cannot be removed. To close a day, turn off that day's switch. ## Where customers see your locations Your storefront has an **About** page. It lists each active location with its address, its opening hours, a map and a **Directions** button. Your main location comes first, unless you choose your own order. See [Choose the order customers see](/help-center/choose-the-order-customers-see). The top of your storefront shows the town or city of your main location and how many locations you have. Selecting it opens the About page. Online locations, and locations you deactivate or archive, are not listed. ## Add an image to a location Add a photo from the location list or from the location's page. The create page does not ask for a photo. 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location and open its **More actions** menu. 3. Select **Upload image**. 4. Choose an image file from your device. Image files must be under 5 MB. You can also open the location with **Edit** and use **Upload** (or **Change**, if it already has a photo) next to the image. ## What are resources Resources are bookable spaces or equipment that you can attach to a location, class, or service. Common resource types: - **Space** - **Room** - **Station** - **Equipment** - **Chair** - **Virtual** - **Court**, **Field**, **Lane**, **Pool area**, or **Other** ## Add a resource to a location 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location and open its three-dot actions menu. Choose the add action, which names the type, for example **Add room** or **Add court**. 3. Enter a **Name** and a **Capacity**. The type is preselected: the type the location already holds classes in, otherwise the type that suits your business. 4. Under the hours line, the window shows **Uses location hours**. To give the resource its own hours, click **Change**. The button then reads **Create and set hours**, and the resource's **Availability** tab opens as soon as it is created. 5. To change the type, or to add a description, photo, **Where**, floor, or area, open **More details**. 6. Click the create button, which names the type, for example **Create room** or **Create court**. A new resource follows its location's opening hours. See [Manage Resources for Services](/help-center/appointment-resources#manage-resource-availability). ## Create portable resources Some resources are not tied to a specific location. The **Portable & Virtual** section is for portable equipment and virtual rooms. 1. Go to **Admin** > **Settings** > **Locations**. 2. Scroll to the **Portable & Virtual** section. 3. Click **New** (the plus button on a phone). 4. Configure the resource details and keep **Location** set to **Portable / Virtual**. 5. Click the create button, for example **Create equipment**. The resource remains separate from a specific location until you assign one. ## Edit a location or resource 1. Go to **Admin** > **Settings** > **Locations**. 2. For a location, open its **More actions** menu and select **Edit**. 3. For a resource, expand its location, open the resource's three-dot actions menu, and choose **Edit resource**. 4. Make your changes. A location's page holds its phone number, description, photo, amenities, address, and operating hours. Resource details include **Capacity**; editing a resource also includes **Availability** and **Closures** tabs. 5. Click **Save changes** for a resource. Click **Save Changes** when you finish editing a location. A physical location keeps its **Street address**, **City** and **Country**. A location whose address Naayya found on the map, whether you chose it from the suggestions or typed it, shows it with a map. Click **Change** to search again, or **Edit details** to correct a part of it. A location whose address is incomplete, or that has none yet, opens on the address fields. Choose its **Timezone** from the list. If the address is incomplete, **Save Changes** does not save and the page says what is missing. To stop a resource from taking new bookings, open its edit window and use **Deactivate** next to **Active**. It takes effect at once, without **Save changes**. Existing bookings and classes keep working. The same **Deactivate** and **Activate** options are in the resource's actions menu. See [Manage Resources for Services](/help-center/appointment-resources#deactivate-a-resource). ### Add a missing address A physical location saved without an address keeps working, and you can still activate, deactivate or archive it. To save other changes on its page, add the address too. While an active physical location has no address, owners and managers see **Add an address to** the location's name in **Admin** > **Inbox**. Select **Add address** to open the location's page, add the address and click **Save Changes**. When several locations have no address, the item names one of them, and saving its address moves the item to the next. It clears once no active physical location is missing an address. ## Deactivate a location Deactivation keeps the location in your business while marking it inactive. It stops new use only: classes that already run at the location keep scheduling, extending, publishing, and moving their sessions there. An inactive location cannot be chosen for a new class, and an archived one cannot be used at all. If you try, Naayya names the location, says nothing was changed, and tells you what to do next, such as activating it in Locations settings. 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location and open its **More actions** menu. 3. Select **Deactivate**. To make it active again, open the menu and select **Activate**. A room or other resource works the same way: classes that already use a deactivated room keep working, and the room is not offered for new classes or services. ## Archive a location Archive a location when you want it out of booking and listing surfaces while keeping it in the system. 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location and open its **More actions** menu. 3. Select **Archive** and confirm. Archived locations appear in the **Archived** section and are inactive. To restore one: 1. Find the location in the **Archived** section. 2. Open its menu. 3. Select **Restore**. Restoring leaves the location inactive. Select **Activate** when you are ready to use it again. ## Choose a main location When your business has two or more active physical locations, one of them is the main location. Customers see its address in the header of your public page, with "+N more" for the other locations. The address links to Google Maps. The main location carries a **Main** badge in the locations list. Only owners and managers can change it. 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location you want and open its **More actions** menu. 3. Select **Make main location**. The menu offers **Make main location** on every other active physical location. Online locations cannot be the main location. Until you choose, the oldest active physical location is treated as the main one and shows the badge. With only one active physical location, there is no badge and no action. If you archive the main location or make it online, your choice is cleared and the oldest remaining location takes its place. If you deactivate it, your choice is kept, but the public page skips an inactive location and shows the oldest active one until you activate it again. ## Duplicate a location Create a copy of an existing location with its settings and its resources. 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location and open its **More actions** menu. 3. Select **Duplicate**. A physical location without its address cannot be copied. Add the address first. The new location is created with “(Copy)” added to the name. It has a copy of each of the original's resources, except archived ones. The photo is not copied. If the resources cannot be copied, the new location is not created. Edit the copy to customize the details. ## Delete a resource Resources are archived from the locations list, so they can be restored later. 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location and expand it with the arrow next to its name. 3. Open the resource's actions menu. 4. Select **Archive**. 5. In the **Archive room** dialog, click **Archive**. The archived resource is hidden from booking and can be restored later. --- # Media Library Review images and files used across classes, teachers, products, locations, services, resources, and your business profile. Canonical URL: https://www.naayya.com/help-center/media-library Category: getting-started Last updated: 2026-09-19T20:18:51Z # Media Library The Media Library is a view-only place to review your business assets. It combines direct uploads with images used by classes, teachers, services, locations, products, categories, resources, and your business profile. ## Open the Media Library Go to **Admin > Media**. ## What you can see The library can include: - Uploaded files - Class images - Teacher images - Service images - Location images - Product images - Category images - Resource images - Business photo or logo assets Each card shows a source label so you can see what the asset is associated with. Select a card to open the asset in a new tab. ## Filter media Use the source filters to narrow by labels such as **Uploads**, **Classes**, **Teachers**, **Services**, **Locations**, **Products**, **Categories**, **Business**, or **Resources**. When more than one asset type is available, you can also filter by **Images**, **Videos**, **Audio**, or **Documents**. A filter only appears when that source or asset type is present. ## What the Media Library is for Use the library to: - Review what has been uploaded or is in use - Check whether a class, teacher, product, service, or location has an image - Open an asset from its card when you need to inspect it The library does not edit or replace assets. To change an image, use the page for the class, teacher, service, location, product, category, or business details where that image is used. ## Related articles - [Studio Profile & Social Links](/help-center/studio-profile) - [Creating Classes](/help-center/creating-events) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Product Settings Guide](/help-center/product-settings-guide) --- # Notification Settings Review notification categories and configure available email, phone, and push controls for your business. Canonical URL: https://www.naayya.com/help-center/notification-settings Category: getting-started Last updated: 2026-10-15T09:00:00Z # Notification Settings Notification settings show the message types and channels available for your business. Use the page to review the recommended setup, operational alerts, and per-notification controls for customers and your team. ## Open notification settings Go to **Admin > Settings > Messages**. ## How channels work Each notification row shows the channels available for that message type. The page uses **Email**, **Also send by phone**, and **Push** columns. A channel that is not available for a row cannot be enabled there. **Also send by phone** is one switch per message. When it is on, Naayya sends the message by WhatsApp first. If WhatsApp can't reach the customer, Naayya sends it by SMS instead. When it is off, the message does not go out by phone. You do not set WhatsApp and SMS separately. Small notes under the switch tell you what it covers: - **SMS only** appears on messages that have no WhatsApp version, such as the Instructor class reminder. - **Not in your plan** appears on cancellation messages when your plan does not include phone cancellation messages. The switch is off and cannot be turned on. - **Not active yet** appears when the switch is on but none of the message's phone channels is live yet. See [Check whether phone messages are live](#check-whether-phone-messages-are-live). The rows and available channels depend on the notification type and business configuration. Treat the labels shown on the page as the source for what you can change. ## Booking notifications Booking and appointment messages appear in separate categories when they are available for your business. **Staff & Instructors** contains notifications for your team. Review each row's description and channel controls before changing it. With **Also send by phone** on, the **Booking confirmation** also goes to the customer by phone, WhatsApp first, then SMS. The **Appointment confirmation** is in the **Appointments** category and has its own **Also send by phone** switch. When it is on, the confirmation also goes to the customer by phone, WhatsApp first, then SMS. Email stays on. The **24-hour reminder** is one row for classes and appointments. Its **Also send by phone** switch covers both: when it is on, the customer also gets the reminder by phone the evening before a class or an appointment, WhatsApp first, then SMS. You do not set classes and appointments separately. An appointment booked for a group is not sent by phone yet. The person who booked still gets the email. The **Instructor class reminder** emails a class's instructor 6 hours before it starts. Email is on by default. Turn it off to stop these emails, for example while you set up your timetable before opening bookings. Its **Also send by phone** switch is separate and sends by SMS only. ## Review notifications Two rows in **Staff & Instructors** cover reviews. Email and push are on by default. - **New review**: owners and managers hear about each new review. The people who delivered the visit hear once it is published. Only owners and managers see the review text and the private note, and only in the email. - **Low review alert**: owners and managers hear about a review of 1 or 2 out of 5. A review posted anonymously shows no name. When Naayya removes a review, or keeps one you reported, owners and managers get an email. It has no switch. ## Payment and subscription notifications The **Payments** and **Subscriptions** categories show payment, billing, membership, and subscription messages. The page shows the specific message description and the channels available for that row. ## Engagement notifications Optional engagement messages are grouped under **Customer engagement** when they are available. Review the message description and select only the channels that fit your business's communication plan. The **Review request** row asks customers for a review after a visit. Each request goes by one channel: a push notification when the customer has the Naayya app with notifications on, otherwise an email. Switch off **Push** to ask everyone by email, or both channels to stop asking. The timing is fixed. See [When customers are asked for a review](/help-center/public-testimonials). The **Waitlist promotion** row also sits in the **Engagement** category, but it is not marketing. It is listed under **Customer alerts**, because a customer who joined a waitlist asked to be told when a place opens. ## Waitlist messages A waitlist message is a service message. By phone it needs the customer's **Booking updates** choice for your business. It does not need **News and offers**, and it carries no **Manage messages** link. With **Also send by phone** on for **Waitlist promotion**, each message goes by WhatsApp first, then SMS: - A **Double opt-in** offer says the place is held until a time, and asks the customer to confirm the booking. - A **Notify all** message says a place opened, that nobody holds it, and that the customer is still on the waitlist. - An **Auto-add** message says the customer was added from the waitlist and is booked. A customer who turned **Booking updates** off for your business, or who stopped phone messages, gets no waitlist message on their phone. The email and push still go out where they are on for the row. See [Waitlists for Classes](/help-center/waitlists) for what each mode does. ## Check whether phone messages are live **Recommended setup** includes a **Phone messages** block. It shows **WhatsApp** and **SMS** as either **Live** or **Not active yet**. **Not active yet** means Naayya has not switched on sending for that channel, so messages do not go out on it even when a switch is on. Under the two channels, the block shows how many customers have agreed to booking updates by phone. These are customers with a verified phone number who have turned on WhatsApp or SMS updates. A message sent by phone reaches only customers who agreed. ## SMS requirements SMS is the second step of **Also send by phone**: Naayya uses it when WhatsApp can't reach the customer. It appears only on notification rows that support it. Use the row's **Also send by phone** switch rather than looking for separate SMS and WhatsApp switches. ## Push and WhatsApp Push has its own control when the notification row supports it. WhatsApp is not a separate control. It is the first channel of **Also send by phone**, tried before SMS. If a channel is unavailable for a row, review another supported channel or check the notification type's description. ## Configure a notification 1. Go to **Admin > Settings > Messages**. 2. Review **Recommended setup**: the status of **Required records** and **Operational attention**, and whether WhatsApp and SMS are **Live** in **Phone messages**. 3. Find the notification category and message type. These controls are visible below **Recommended setup**. 4. Change the supported **Email**, **Also send by phone**, or **Push** control for that row. Some email notifications are always on, and a control is not shown when a channel is unavailable. 5. Wait for the **Saved** confirmation before leaving the page. ## Configure operational alerts Open **Operational delivery settings** to review the business-wide alert switch, schedule health, recipient channels, and attention order. Close it when you are done; the per-notification controls stay visible. **Operational attention** shows **Needs setup** when the business-wide switch is on but schedule health alerts are not enabled. Only an owner or manager can change this setup. ## Best practices - Start with **Recommended setup** and change individual rows only when you know which message they control. - Remember that **Required records** and **Operational attention** are separate parts of the recommended setup. - Turn on **Also send by phone** only for messages you want customers to get on their phone as well as by email. Check that **Phone messages** shows the channel as **Live** first. - Operational alerts are off by default until an owner or manager enables the business policy. - Review notification settings after changing the workflows that the messages describe. ## Related articles - [Booking & Checkout Settings](/help-center/booking-settings) - [Booking Policies](/help-center/booking-policies) - [Abandoned Checkout Recovery](/help-center/abandoned-checkout-recovery) - [Payment Troubleshooting](/help-center/payment-troubleshooting) - [Customer FAQ](/help-center/faq) --- # Plan Features Understand why some features may be visible, gated, or unavailable for your business, and accept the Naayya agreement. Canonical URL: https://www.naayya.com/help-center/plan-features Category: getting-started Last updated: 2026-10-11T09:14:23Z # Plan Features Plan Features lists the features included in the selected business's plan. Each listed feature has an **Included** badge. The page does not show separate states for business-level enablement or staff role access. The feature list is on the **Billing** page, below the plan and invoice sections. Use this page when you want to confirm what the selected business's plan includes. Business owners also use it to accept Naayya's Business Terms and Data Processing Agreement. See [Naayya agreement](#naayya-agreement). ## Open plan features Select the business from the sidebar, then go to **Admin > Settings > Billing** and scroll to the feature list. ## What feature states mean ### Included and enabled Each feature shown in the list has an **Included** badge, which confirms that the selected plan includes it. A feature may also have a linked setting for its own configuration. ### Included but not enabled Plan Features does not show a separate **Included but not enabled** state. If a listed feature is unavailable, check the linked setting or the access message in the product that uses it. ### Not included When the selected plan has no premium features, the page shows **No premium features**. Non-global admins also see **Upgrade to unlock additional capabilities** and a **View plans** link to **Admin > Settings > Billing**. ### Role limited Plan Features does not show a separate **Role limited** state. If someone cannot open a feature, check that product's access requirements. ## Naayya agreement On **Billing**, only the business owner sees the **Naayya agreement** section. Managers and other staff do not. The **Naayya agreement** section shows the business's acceptance of the **Business Terms and Data Processing Agreement**: - **Accepted:** the business accepted the current version. The row shows the version and the date it was accepted. - **Review and accept:** the business has not accepted the current version yet. New features, such as Contracts, need the current version accepted before you can use them. ### Accept the agreement 1. Go to **Admin > Settings > Billing** and scroll to **Naayya agreement**. 2. In **Naayya agreement**, select **Review and accept**. 3. Open and read the **Business Terms** and the **Data Processing Agreement** from the links in the dialog. A plain-text copy of the DPA version is also available to download. 4. Tick **I accept the Business Terms and Data Processing Agreement on behalf of** your business. 5. Select **Accept**. Naayya records who accepted, when, and from which IP address and device. If the save fails, the dialog stays open and shows the reason, so you can try again. ## Feature access vs staff access The **Included** badge confirms plan inclusion. It does not describe every access rule used by the product that provides the feature. ## Related articles - [Roles & Permissions](/help-center/roles-permissions) - [Access Control](/help-center/access-control) - [Using the Agent](/help-center/business-agent) - [Contracts](/help-center/contracts) --- # Platform Overview How the main parts of Naayya fit together for owners, staff, teachers, and customers. Canonical URL: https://www.naayya.com/help-center/overview Category: getting-started Last updated: 2026-10-08T14:00:00Z # Platform Overview Naayya brings the daily work of a wellness business into one place: bookings, classes, services, programs, products, payments, staff, customers, and client communication. Use this article when you are orienting yourself before setting up the rest of your workspace. ## Who uses Naayya ### Owners and managers Owners and managers work mainly in **Admin**. This is where you manage the business: - Classes, services, programs, and calendars - Customers and leads - Products, gift cards, discounts, and checkout settings - Payments, reports, payroll, and contracts - Locations, resources, staff access, notifications, and public website embeds Your exact menu depends on your role, your plan, and the offerings your business has switched on. For example, a business that only offers services can switch Classes off and see fewer class tools. Owners and managers choose this in [Switch offerings on and off](/help-center/offerings-settings). ### Staff Staff members can be invited with the access they need for their job. Some staff may help with customers, bookings, POS, products, payroll, or settings. Staff who teach can also have a public teaching profile. Start with [Staff Management](/help-center/staff) and [Roles & Permissions](/help-center/roles-permissions). ### Teachers Teachers use the teacher workspace to see their schedule, view attendees, manage attendance, update their profile, and view payslips when payroll is used. Start with [Teacher Dashboard Overview](/help-center/dashboard-overview). ### Customers Customers use the public business pages and their account area to book classes or services, manage their bookings, view memberships and passes, update payment methods, use wallet or gift card balances, and review account settings. Start with [Customer FAQ](/help-center/faq). ## Main areas of the product ### Scheduling Use **Classes**, **Calendar**, **Services**, **Programs**, **Locations**, and **Resources** to define what customers can book and where it happens. **Classes**, **Services** and **Programs** are offerings: each shows in the sidebar only while it is switched on in **Admin > Settings > Offerings**. Everyone enrolled in a course or program is listed on the **Enrollments** tab of **Programs**. Class businesses usually start with [Creating Classes](/help-center/creating-events). Businesses that sell services, such as massages or court hire, usually start with [Create Services](/help-center/appointment-services). ### Booking and attendance Bookings can come from the public website, embedded schedule, customer account, admin booking tools, or POS. Attendance can be managed from the admin schedule stream, teacher schedule, and class views. See [Customer Bookings](/help-center/bookings), [Waitlists for Classes](/help-center/waitlists), and [Manage Attendance](/help-center/managing-attendance). ### Products and checkout Use **Admin > Pricing** for class and service offers such as drop-ins, packs, memberships, and one use of a service. On current customer pages, public **Pricing** lists passes and memberships when a business has published them. The current **Admin > Shop** navigation label leads to management of physical goods, and customers browse those goods, and your active gift cards, in the Shop storefront. The current **Admin > Gift Cards** flow remains separate for setting up and managing gift cards. Each area has its own settings for what customers can buy and book. See [Product Types Overview](/help-center/products-overview) for the current offer types under **Admin > Pricing**. See [Gift Cards](/help-center/gift-cards) for the separate gift-card setup and sales flow. ### Payments and reporting Naayya supports online payments through the connected payment account, manual/offline payment records, POS sales, refunds, payouts, annual summaries, and payout reconciliation. See [Set Up Get Paid](/help-center/get-paid-setup), [Payments](/help-center/payment-methods), and [Reports](/help-center/reports). ### Customers and growth The Customers workspace shows customers and leads together, and you can switch between **All**, **Leads**, and **Customers**. Use it to find people, understand their activity, follow up, and keep customer records accurate. See [Customer List](/help-center/customers-list) and [Leads Management](/help-center/leads). ### Team and access Use Staff and access settings to invite people, control permissions, and keep teaching profiles separate from admin access. A person can be a customer, staff member, teacher, or more than one of these. See [People Overview](/help-center/people-overview) and [Access Control](/help-center/access-control). ## What to set up first 1. Confirm your business profile, timezone, currency, and public details. 2. Add locations and any resources that affect booking capacity. 3. Set up staff access for the people who need to help. 4. Create the first classes, services, or both. 5. Create the products customers can buy. 6. Set up payments so you can get paid for bookings. 7. Review booking rules, cancellation policies, notifications, and website embeds. You do not need to configure every advanced setting before taking the first booking. Start with the flows you use today, then add more controls as your operations need them. ## Related articles - [Quick Start Guide](/help-center/quick-start) - [Switch offerings on and off](/help-center/offerings-settings) - [Manage Locations and Resources](/help-center/managing-locations) - [Staff Management](/help-center/staff) - [Product Types Overview](/help-center/products-overview) - [Set Up Get Paid](/help-center/get-paid-setup) --- # Quick Start Guide Set up the minimum pieces you need before customers can book and pay. Canonical URL: https://www.naayya.com/help-center/quick-start Category: getting-started Last updated: 2026-10-20T21:00:00Z # Quick Start Guide This guide covers the shortest practical setup path for a new business in Naayya. The path depends on whether you offer classes, services, programs, or retail. Set up Get Paid before creating pricing for classes and services. For a map of the workspace and its main areas, see [Platform Overview](/help-center/overview). ## When you sign up The **Tell us about your business** step asks for your first and last name. Naayya saves them to your account and names your teacher profile with them. If your account already has a name, the fields start with it. The same step asks for your business **Country**. The list shows the countries where Naayya takes payments. When Naayya can tell which country you are in, it preselects it, so check it before you continue. The country sets your currency, and your Stripe account for payments is opened in it. A Stripe account's country can't be changed later, so choose the country your business is registered in. Your business starts on your device's timezone when that timezone is in your business country. Otherwise it starts on the country's main timezone, for example New York time for the United States. You can change it in **Admin > Settings > General**. See [Studio Profile & Social Links](/help-center/studio-profile). The same step asks **Moving from another platform? Which one?** The question is optional and starts on **Not moving**. If you choose the platform you use today, or **Other**, your setup steps in **Admin** start with **Import your customer list**. The last step of sign-up asks **What do customers book with you?** Choose every answer that applies, or none, and select **Continue**. Your answer sets which offerings your sidebar starts with. | Customers book | Naayya switches on | | --- | --- | | **A place in a class** | Classes | | **A course or term they enroll in** | Classes and Programs | | **A court, lane or room** | Services | | **Time with a practitioner** | Services | | **Gym access or check-in** | Classes | If you choose more than one answer, Naayya switches on everything they need. If you choose none, you start with Classes and Services on and Programs off. The answer also shapes your first location. If customers book a court, lane or room, the first resource starts as a court instead of a room. See [Manage Locations and Resources](/help-center/managing-locations). The answer is a starting point. An owner or manager can switch any offering on or off later in **Admin > Settings > Offerings**, and can switch one off once its live items are archived. See [Switch offerings on and off](/help-center/offerings-settings). ## 1. Check your business profile Go to **Admin > Settings**. Review: - Business name and public slug - Timezone - Currency - Logo and banner - Public listing visibility - Contact details and social links The timezone and currency affect schedules, booking times, payments, and reports. Set them before creating a full timetable. ## 2. Add locations and resources Go to **Admin > Settings > Locations**. Create each place where your classes and services take place. Add resources when capacity depends on rooms, courts, equipment, chairs, workstations, or other bookable spaces. Use resources for anything that should not be double-booked. See [Manage Locations and Resources](/help-center/managing-locations). ## 3. Invite the right staff Go to **Admin > Settings > Staff**. Invite people with the access they need. Teaching access and admin access are related, but they are not the same thing. Use: - **Staff** for people who need access to the business workspace - The **Teaching** tab on a person's staff page for people who need a public teaching profile, payroll setup, or teaching stats - **Roles & Permissions** when you need to understand what someone can see or change See [Adding Staff Members](/help-center/adding-staff-members). ## 4. Create what customers can book If you run classes, go to **Admin > Classes** and create the first class series. If you run services, such as massages or court hire, go to **Admin > Services** and create your services, resources, and availability. If **Classes** or **Services** is not in your sidebar, an owner or manager can switch it on in **Admin > Settings > Offerings**; see [Switch offerings on and off](/help-center/offerings-settings). **Programs** starts off unless you chose **A course or term they enroll in** at sign-up, so switch it on there if you sell programs. Before publishing, check: - Location or resource - Teacher or provider - Capacity - Schedule - Booking window - Whether customers can book online See [Creating Classes](/help-center/creating-events) or [Create Services](/help-center/appointment-services). ## 5. Set up payments Go to **Admin > Settings > Get Paid**. Connect your payment account and complete any required verification. The **New Product** action for class and service pricing needs a connected payment account. Check your account status before moving on. If you also take cash, bank transfer, or other offline payments, review how those are recorded so reports stay clear. See [Set Up Get Paid](/help-center/get-paid-setup) and [Record Offline Payments](/help-center/record-offline-payments). ## 6. Create offers customers can buy For class and service offers, go to **Admin > Pricing**. Create the offer types you need: - **Drop-in** for a single class offer - **Pack** for a set number of credits or unlimited use. A pack with credits can cover classes, services, or both; an unlimited pack covers classes only - **Membership** for a class offer with membership settings - **Single appointment** for one use of a service, such as 1 massage For physical goods, turn **Products** on in **Admin > Settings > Offerings** ([Turn selling on](/help-center/offerings-settings#turn-selling-on)), then go to **Admin > Products**. For gift cards, go to **Admin > Gift Cards**. For class-based products, review class coverage before you share the offer. Regular passes cover standard classes by default, while workshops, experiences, events, and intentionally narrow offers need explicit coverage. See [Product Types Overview](/help-center/products-overview) and [Class Coverage for Products](/help-center/linking-products-to-classes). ## 7. Review booking rules and policies Review the relevant settings pages and sections: - **Admin > Settings > Booking**, under **Checkout** for guest checkout and **Availability** for booking windows - **Admin > Settings > Get paid** for payment mode - **Admin > Settings > Booking > Policies** for cancellation rules and refund or forfeiture behavior - **Admin > Settings > Legal** for waivers and terms, if required Put constraints next to the workflow they affect. For example, set cancellation rules before customers rely on them. For message channels and notification controls, see [Notification Settings](/help-center/notification-settings). See [Booking & Checkout Settings](/help-center/booking-settings), [Booking Policies](/help-center/booking-policies), and [Waivers & Terms](/help-center/waivers-and-terms). ## 8. Share your schedule or storefront Customers can book from your public business page. You can also share your public pricing page, an individual offer, a gift card page, or a website embed. Use: - **Admin > Settings > Storefront > Embed** for the schedule widget - **Admin > Products** for a **Public Link** to an eligible class pack or membership - Your public **Pricing** page for customers who want to compare those offers - **Admin > Products** for physical goods, once **Products** is on in **Admin > Settings > Offerings** - **Admin > Gift Cards > Copy Store Link** for gift cards See [Website Integration](/help-center/website-integration), [Share Class Packs and Memberships Online](/help-center/public-product-storefront), and [Gift Cards](/help-center/gift-cards). ## 9. Run one test booking Before sending links to customers, make one test booking from the customer side. Check: - The right class or service appears - The correct products are offered - Checkout uses the expected payment mode - Confirmation messages make sense - The booking appears in Admin - Attendance or appointment management works afterward After that, you can invite customers, add your website embed, and start operating from the live workspace. If a test booking does not appear or a step is blocked, use [Common Issues & Solutions](/help-center/common-issues) for the first checks. --- # Reports Use reports to review payments, payouts, annual summaries, and reconciliation work. Canonical URL: https://www.naayya.com/help-center/reports Category: getting-started Last updated: 2026-10-19T11:15:00Z # Reports Reports help you review payment activity and accounting information for your business. The Reports page groups the finance reports in one place. ## Open reports Go to **Admin > Reports**. The Finance section includes **Payments**, **Payout reconciliation**, and **Annual summary**. ## Payments report Use **Payments** to review payment transactions for a selected month. The report shows Gross, Fees, and Net summary values, followed by transaction rows. You can use it for: - Reviewing dates, customers, products, locations, and amounts - Checking refunded rows - Exporting the selected month's data - Including optional columns such as Location, Payment method and reference, Discount amount, and Tax reconciliation ## Payout reconciliation Use **Payout reconciliation** to match Stripe payouts to the balance activity inside each deposit. Choose a month to review the payout summary and its line items. The report shows: - Payout status, arrival date, payout amount, and fees - The balance activity rows included in each payout - Amount, fee, and net values for each line item Use **Export CSV** to download the selected month's line items. ## Annual summary Use **Annual summary** for a completed year. Annual summaries can only be generated after the year closes. The report shows online payments, fees, refunds, and payouts by month. It lists manual and offline payments separately from online activity. When available, use **Generate official PDF** and then **Download latest PDF**. ## Point of Sale reports The **Reports** tab in **Point of Sale** opens the **Daily report**: one day of sales at the till, with **Total sales**, **Sales**, **Average sale** and **By payment method**, plus **Discounts** when a sale was discounted. Choose the day under **Date** and one person under **Staff**, and select **Export** for a CSV of the day's sales. A shift report covers one trading session at a sales point. See [Shifts and the cash count](/help-center/point-of-sale#shifts-and-the-cash-count). ### Sales on account When your business lets customers [charge to their account](/help-center/point-of-sale#charge-a-sale-to-the-customers-account), a sale can go on a customer's account to be paid later. The part the customer now owes is part of your sales, but it is not money taken. Both reports keep it apart: - The **Daily report** shows **On account** with the amount and the number of sales, paid later. The amount is in **Total sales**, but not in **By payment method**. The cash or card taken in a sale paid several ways, such as a tab or a sale partly on the account, counts under its own method in **By payment method**. - The shift report shows an **On account** line under **Sales**, with the number of sales and the amount. It is not in **Payments taken** and not in expected cash, so it does not change the cash count. - The part of such a sale that gift card balance or account credit paid is under **Wallet**, like any wallet sale. The line shows only on a day or shift with a sale on account. The Naayya POS app's daily report does not show it. ## Exporting reports The **Payments** report can export the selected month after you choose the columns to include. Every export has one **Payment Fee** column with the payment fee for each payment, so there is no fee option to choose. **Payout reconciliation** has an **Export CSV** action. **Annual summary** uses an official PDF for the selected completed year. Keep exported files secure because they can include customer and transaction information. ## Related articles - [Payments](/help-center/payment-methods) - [Annual summary](/help-center/annual-summary) - [Record Offline Payments](/help-center/record-offline-payments) - [Payouts](/help-center/payouts) - [Point of Sale](/help-center/point-of-sale) --- # Studio Profile & Social Links Set up your public studio page with banner, logo, social media links, and contact information Canonical URL: https://www.naayya.com/help-center/studio-profile Category: getting-started Last updated: 2026-10-20T21:00:00Z # Studio Profile & Social Links Manage your business details and public-facing brand assets from Admin. General information and social links are in **Admin > Settings > General**. Your banner and logo are in **Admin > Settings > Brand**. To review images and files used across your business, see [Media Library](/help-center/media-library). ## Banner and logo Open **Admin > Settings > Brand** and find the **Business images** section. You can upload or change a **Banner** and a **Logo**. - Banner files must be under 5 MB. - Logo files must be under 2 MB. - Both controls accept image files. Use **Upload** when an asset is missing and **Change** when one is already set. ## Studio information In **Admin > Settings > General**, the **Business details** section includes: - **Business name** - **Address** - **Contact email** - **Email sender name** ## Timezone In **Admin > Settings > General**, the **Regional** section has **Timezone**. Every location, online ones included, keeps its own timezone. A location without a timezone of its own uses the business timezone. See [Manage Locations and Resources](/help-center/managing-locations). 1. Select the current timezone. Only owners and managers can change it. 2. Search by city or region, for example `Los Angeles`. Your business country's timezones are listed first. 3. Choose the timezone. It saves straight away. Changing the timezone doesn't move anything already scheduled. ## Time format In **Admin > Settings > General**, the **Regional** section has **Time format**. Choose **12-hour (6:00 PM)** or **24-hour (18:00)**. The time pickers in Admin, such as opening hours, schedules, class times and closures, show times in the format you choose. A new business starts on the format its country usually uses. Businesses in the United States, Canada, Australia, New Zealand, India, the Philippines, Pakistan, Bangladesh, Egypt, Saudi Arabia, Malaysia and Colombia start on 12-hour time. Businesses everywhere else start on 24-hour time. You can change it at any time. ## Social links The **Social links** section includes **Website**, **Instagram**, **Facebook**, **TikTok**, **YouTube**, and **Substack**. Enter a link or handle using the format shown in each field, then click **Save social links**. ### Instagram Add an Instagram handle or profile URL. 1. Go to **Admin > Settings > General**. 2. Find the **Instagram** field. 3. Enter a handle such as `@yourstudio` or a URL such as `https://instagram.com/yourstudio`. 4. Click **Save social links**. ### YouTube Enter a YouTube handle such as `@yourchannel` or a channel URL such as `https://youtube.com/@yourchannel`. ### Substack Enter your Substack publication URL, such as `yourpublication.substack.com`. ### Website Enter your website URL, such as `https://example.com`. The links are saved together with the rest of your business social links. ## Where customers see these details Your storefront's **About** page shows your locations, your website and your social links. Customers who are signed in also see your **Contact email** there, and your business phone number if one is on file. Customers who are not signed in are asked to sign in to see them. The top of your storefront shows your website and social links as icons. Signed-in customers also see an email icon and, when you have a phone number on file, a phone icon. For what the About page shows about each location, see [Manage Locations and Resources](/help-center/managing-locations#where-customers-see-your-locations). --- # Switch offerings on and off Choose whether Classes, Services and Programs show in your sidebar and in New offering, from Settings > Offerings. Canonical URL: https://www.naayya.com/help-center/offerings-settings Category: getting-started Last updated: 2026-10-12T12:30:00Z # Switch offerings on and off Naayya groups what you run into three offerings: **Classes**, **Services** and **Programs**. In **Admin > Settings > Offerings** you choose which of them your business uses. An offering that is switched off leaves the sidebar, the command palette and the **New offering** menu, so your team sees only what you run. Only owners and managers can change these switches. Other staff do not see **Offerings** in Settings. An offering switch only changes what your team sees in Admin. It does not delete, archive or unpublish anything, and the offering's pages still open if you follow a link to them. The **Selling** settings below work differently: see [Turn selling on](#turn-selling-on). ## What each offering covers | Offering | What it covers | Where you manage it | | --- | --- | --- | | **Classes** | Group sessions people book a place in: classes, workshops and courses | **Admin > Classes** | | **Services** | What customers book by choosing a time, such as a massage or court hire | **Admin > Services** | | **Programs** | Programs that bundle classes with pricing and payment options, and the list of everyone enrolled | **Admin > Programs** | ## Switch an offering on or off 1. Go to **Admin > Settings > Offerings** and find the Classes, Services and Programs switches at the top of the page. 2. Turn **Enable Classes** on or off. On the other pages the switch reads **Enable Services** or **Enable Programs**. 3. Naayya confirms with a message such as **Classes off**, and the sidebar follows. Each page also has a **Manage classes** row, or **Manage services** or **Manage programs**. It opens the list and shows how many items are live, for example **3 live**. ## What changes when an offering is off - **Sidebar.** The offering's entry is hidden. - **Command palette.** The offering's entry no longer appears in the results. The three settings pages still appear, as **Classes settings**, **Services settings** and **Programs settings**. - **New offering.** The button on the calendar and the dashboard offers **Class**, **Workshop** and **Course** only while Classes is on, and **Service** only while Services is on. When both are off, owners and managers see **No offerings are switched on yet.** and a **More offerings in Settings** link at the bottom of the menu, which opens **Settings > Offerings**. Other staff see **No offerings are switched on. Ask an owner or manager to switch some on.** ## Switch an offering off You can switch an offering off only when nothing in it is live. Live means not archived, so drafts count. If anything is live, the switch stays on and the page tells you what to do, for example **Archive your 3 live services first, then switch Services off.** The **Manage** row shows how many are still live. 1. Archive everything that is live: - **Classes:** archive each class, whatever its type. A class that a program sells is archived with its program. See [Archiving a class series](/help-center/managing-class-series#archiving-a-class-series). - **Services:** on **Admin > Services**, open the service's row action menu and select **Archive**. - **Programs:** on **Admin > Programs**, open the program's row action menu and select **Archive**. A program can be archived only when nobody has an upcoming booking, waitlist entry or enrollment in it. See [A class that a program sells](/help-center/managing-class-series#archiving-a-class-series-a-class-that-a-program-sells). 2. Return to **Admin > Settings > Offerings** and open the offering's page. The **Manage** row should read **0 live**. 3. Turn the switch off. Archived items stay in their **Archived** list, and you can restore them. ## Offerings switch on when you add to them Naayya switches an offering on when you add something to it, so your work never sits behind a switch that is off. - Creating a class, a service or a program switches on Classes, Services or Programs. - Restoring an archived class, service or program does the same. - Creating a course, or changing a class into a course, also switches Programs on, as does a new enrollment. Enrollments are listed under Programs. Naayya never switches an offering off for you. ## What a new business starts with The last step of sign-up asks **What do customers book with you?** The answer decides which offerings start on. | Customers book | Naayya switches on | | --- | --- | | **A place in a class** | Classes | | **A course or term they enroll in** | Classes and Programs | | **A court, lane or room** | Services | | **Time with a practitioner** | Services | | **Gym access or check-in** | Classes | If you choose more than one answer, Naayya switches on everything they need. An offering that no answer needs starts off. If you skip the question, the business starts with **Classes** and **Services** on and **Programs** off. See [When you sign up](/help-center/quick-start#when-you-sign-up). You can switch any offering on later in **Admin > Settings > Offerings**. A business that existed before these switches kept everything it used. Each offering started on if the business had ever had something in it, archived items included. A course or an enrollment counts as using Programs. ## Turn selling on Below the offering switches, **Selling** sets what your business sells and where. Everything is off for a new business. Only owners and managers can change it. | Setting | What it turns on | | --- | --- | | **Products**: sell goods, such as drinks, food, gear and merchandise | **Products** in the sidebar and command palette, with its categories and stock | | **Where › Online**: in your Shop | Your products in the Shop on your booking page. Unticking it takes them out of the Shop for customers straight away | | **Where › In person**: at the POS | Your products at [Point of Sale](/help-center/point-of-sale), and [Hardware](/help-center/manage-hardware) | | **Sales points**: several places where staff sell, such as a bar, café, front desk or shop counter | [Sales points](/help-center/manage-sales-points), each with its own devices, and Hardware | Turning **Products** on ticks **In person** only. Tick **Online** yourself when you also want to sell in your Shop. Turning Products off clears both. A business that turned Products on before this change keeps the ticks it has. Turning **Sales points** on also ticks **In person**, because sales points sell your products in person. While Sales points is on, In person stays ticked. When you turn something on, its screens appear straight away, before anything is in them. A **Manage products** or **Manage sales points** row then opens the next step. While something is off, its screens are hidden and their pages cannot be opened. Gift cards are not affected: the Shop keeps selling them. Naayya refuses to turn something off while it would hide work you still run, and then changes nothing. Products cannot be turned off, or lose its last place, Online or In person, while you have an active product. Products and In person cannot be turned off while Sales points is on. Sales points cannot be turned off while a sales point is not archived, or while a tab or a shift is open. The page tells you what to do first. When tabs or shifts are open, it links to them. A business that already sold products, or already had a sales point, before these settings kept them on. ## Programs and the Enrollments tab Enrollments is a tab inside **Programs**, not a sidebar entry of its own. If Programs is off, the **Programs** entry is hidden from the sidebar, and the tab with it. Staff with the **Manage Bookings** permission reach Enrollments through the **Programs** entry. While Programs is off, they need the link `/admin/programs?tab=enrollments`, or an owner or manager to switch Programs on. See [Find who is enrolled](/help-center/workshop-vs-course#find-who-is-enrolled). ## If an offering is missing from your sidebar 1. Ask an owner or manager to open **Admin > Settings > Offerings** and check that the offering's switch is on. 2. If it is on and you still cannot see it, your role may not include that area. See [Roles & Permissions](/help-center/roles-permissions). Scroll below the offering switches to find Categories and Tags. **Categories** are visible to customers. **Tags** are for your team, including grouping and teacher pay rules. ## Related articles - [Quick Start Guide](/help-center/quick-start) - [Platform Overview](/help-center/overview) - [Creating Classes](/help-center/creating-events) - [Create Services](/help-center/appointment-services) - [Workshop vs Course](/help-center/workshop-vs-course) - [Managing, Extending, and Deleting Class Series](/help-center/managing-class-series) --- # Using the Agent Ask business questions from Admin and review the answer before acting on it. Canonical URL: https://www.naayya.com/help-center/business-agent Category: getting-started Last updated: 2026-10-03T00:00:00Z # Using the Agent The Business Agent helps eligible business admins ask questions about their business from inside Admin. Use it for operational questions like who may need follow-up, what revenue changed, which classes have open capacity, or which customers have not booked recently. ## Open the Agent Go to **Admin > Agent**. If you do not see the Agent, first select the business you want to work with. The feature must be enabled for the business, and your account needs global admin access or the **Owner** or **Manager** role for that business. For more on plan inclusion and role access, see [Plan Features](/help-center/plan-features). ## What to ask Useful prompts are specific: - "Members at risk of churn" - "Who has not booked in 14 days?" - "Revenue this week" - "Open class capacity today" Ask one operational question at a time. You can refine with follow-up questions in the same conversation. ## Review before acting Treat the Agent as an assistant, not an automatic decision maker. Before sending a message, changing a customer record, or making a business decision, review: - Which customer or class the answer refers to - Whether dates and filters match what you intended - Whether the result makes sense with your own knowledge - Whether the next action should be approved by an owner or manager ## Conversation history On desktop, reopen a conversation from the Business Agent panel or the bottom dock. On mobile, open **Chat history** to return to a previous question. Use history when you want to return to a previous question instead of starting over. ## What not to use it for Do not use the Agent as the only source for: - Legal, tax, payroll, or medical advice - Refund decisions without checking the payment record - Customer communication that needs a human review - Sensitive decisions about a person without checking the underlying record ## Related articles - [Customer Details](/help-center/customer-details) - [Reports](/help-center/reports) - [Sending Quick Emails](/help-center/sending-quick-emails) --- # Waivers & Terms Configure customer waivers, privacy policy, membership terms, gift card terms, and custom documents. Canonical URL: https://www.naayya.com/help-center/waivers-and-terms Category: getting-started Last updated: 2026-10-19T09:00:00Z # Waivers & Terms Use **Waivers & Terms** to manage the documents your business makes available in customer workflows. This article explains the product workflow. It is not legal advice; review your wording with the right advisor for your business. ## Open Waivers & Terms Go to **Admin > Settings > Legal**. ## Built-in templates The page can show these built-in document templates: - **Privacy Policy** - **Customer Waiver** - **Membership Terms** - **Gift Card Terms** Select a template to review its content and set it up for your business. ## Custom documents Select **Create Custom** to add a document for your business. The form includes a name, URL slug, description, content, and an **Active** switch. Before adding one, decide what the document is for, where it belongs in your customer workflow, and who is responsible for reviewing the wording. ## Review and accept defaults When documents are not yet reviewed, the page shows either **Review Your Documents** or **Set Up Your Documents**. If the Privacy Policy and Customer Waiver are already configured, choose **Mark as Reviewed**. If they are not configured, choose **Use Default Documents** to set up the defaults quickly. After a review is recorded, the page shows a **Documents Active** status and the last review date. Read the documents and confirm that their wording is appropriate for your business before using these actions. ## Customer compliance The edit page can show an **Active** switch and, for an existing document, a **Required at booking** switch. Use these controls to configure the document's place in your workflow. **Membership Terms** have a **Required for memberships** switch instead. When it is on, customers accept your membership terms when they buy a membership on your booking pages, including while booking a class with a new membership. Customers who only book a class or buy a class pack are not asked to accept them. Anyone who holds a current membership with you (active, frozen, past due or in a trial) and has not accepted the current version of your membership terms is asked to accept them the next time they open Naayya while signed in: on your booking pages, in their account, or on the page to pay a payment request. That includes a member you started from their customer page, one paid by payment request, one you imported, and a member who bought online before your terms changed. The payer of a membership, and anyone it is shared with, is asked too. A member can choose **Not now**; they are asked again at their next sign-in. Not accepting never stops the membership or its payments. Members are asked once for each version. After a **Material change**, they are asked again; a **Minor edit** does not ask again. You see who accepted on each member's customer page. When you edit document text, the page shows **Change type** with **Minor edit** and **Material change** options. Choose the classification that matches the change you made, then save the document. The page explains how each choice affects customers who already accepted the document. The customer details workflow can also show document-related status. Use the current status and the document settings together when investigating a customer record. ## Related articles - [Booking Policies](/help-center/booking-policies) - [Customer Details](/help-center/customer-details) - [Customer FAQ](/help-center/faq) - [Contracts](/help-center/contracts) --- # Check people in at the entrance Let people in at an entrance by QR code or by name, see why someone was refused, let them in anyway or sell them an entry, and use passes up on entry Canonical URL: https://www.naayya.com/help-center/check-people-in-at-the-entrance Category: customer-management Last updated: 2026-10-19T18:00:00Z # Check people in at the entrance Staff use **Admin > Entries** to check people in at an entrance, such as the main door or the turnstile to the changing rooms. Each check-in is recorded as an entry, let in or refused, with the reason. ## Before you start - **Allowed by Naayya.** Entries is not available until Naayya allows it for your business. Contact Naayya support to ask for it. - **Add an entrance.** Once Naayya allows Entries, **Admin > Settings > Hardware** appears for owners and managers. Add an entrance there first. See [Add an entrance](/help-center/manage-hardware#add-an-entrance). - **Switch Entries on.** The owner, or someone given the **Activate business features** permission, switches **Entries** on in **Admin > Settings > Features**. The switch works only once the business has an active entrance. Until then it cannot be used and links to **Add an entrance**. See [Features](/help-center/features-settings). - **Who sees it.** Once Entries is on, **Entries** appears in the admin menu for staff who manage bookings: owners, managers and front desk staff. Only active entrances appear on **Entries**. While Entries is on, your last active entrance cannot be switched off or archived. Add another entrance first, or switch Entries off. Entering is not attending. An entry records that the person came in. It checks in a booking only when the entrance is set to **Check in bookings when entry is allowed**. ## Check someone in 1. Open **Admin > Entries**. 2. If your business has more than one entrance, choose the entrance you are at. The computer remembers it for next time. 3. Find the person in one of three ways: - Type at least two letters of their name or email, then select **Check in** next to them. When only one person matches, pressing Enter checks them in. - Scan or type the code from their Naayya QR code into the same box and press Enter. - Select **Scan** to read their QR code with the computer's camera. 4. Read the result. It says **Let in** or **Refused**, the person's name and why. When the person used an entry pass, the result also says how many visits the pass has left, or that it is unlimited. When the entrance checks in bookings and the person has a booking in its check-in window, the result says **Checked in to their booking**. When the person owes the business money, the result says **Owes** and the amount. This is a warning for staff. It refuses entry only if the entrance is set to refuse for money owed. ## Why someone is let in or refused Naayya checks these in order and stops at the first that applies: 1. **Entrance not active**: the entrance has **Active entrance** off or is archived, so nobody is let in. 2. **Staff**: staff of your business are always let in. 3. **Outside opening hours**: the entrance has **Limit to opening hours** on and it is closed now. 4. **Already in today**: someone already let in today is let in again, without using another visit. 5. **Money owed**: only when the entrance has **Refuse entry for money owed** on, and the person has owed money for at least the days set or owes more than the amount set. 6. **Active membership**, **Booked now** or **Entry pass**: what the person holds, in that order, among the ones the entrance allows. When none of these lets the person in, the result names the most specific reason: - **Membership paused**: their membership is paused. - **Membership payment overdue**: their membership payment has not gone through. - **Pass used up or expired**: the entrance lets in **Holders of an entry pass**, and the person's entry pass has no visits left or has expired. - **No membership, pass or booking**: nothing they hold lets them in at this entrance. - **Unknown QR code**: the code is not an active Naayya QR code. **Booked now** means a booking at this entrance's location that starts within the entrance's check-in window. See [Add an entrance](/help-center/manage-hardware#add-an-entrance) for the window and the other rules. A check-in to a class on your business's current day, from the class roster or the class QR code, also counts as coming in that day. It shows as **Checked in to a class** and uses no visit, so the person can then pass the entrance as **Already in today**. ## When someone is refused When Naayya knows who the person is, the result offers two actions. For an **Unknown QR code**, it offers neither. - **Let in anyway** lets the person in. The entry is recorded as **Let in by staff**, and Naayya records who let them in. - **Sell an entry** opens a new sale for that customer. When the sale is done, check them in again. ## Undo an entry If you checked in the wrong person, select **Undo** on the result or on that row in the list. The entry shows **Undone**. If it used a visit of an entry pass, the visit is given back. If it checked in a booking, that check-in is undone too. Only an entry that let someone in can be undone, and an entry recorded by a class check-in cannot be undone here. ## See who came in The list under the check-in box shows the latest entries, newest first, with **Time**, **Person**, **Result** and **Why**. It refreshes on its own. Select a name to open that customer's page. On the customer's page, their activity shows each entry as **Came in** or **Refused at the entrance**, with the reason. An undone entry says **(undone)**. See [Customer Details](/help-center/customer-details#recent-activity). ## Passes used up on entry An entry pass is a drop-in or pack whose visits are used up when the person comes in, instead of when they book. Choose **When they come in, once a day** under **Visits are used up** when you create it. The form then hides class and service coverage, because an entry pass covers neither. See [Choose how visits are used up](/help-center/creating-bundles#step-by-step-setup-choose-how-visits-are-used-up). - An entry pass uses at most one visit a day, however many times the person comes in that day. - An entry pass covers no classes or services and cannot pay for a booking. It is used at the entrance only. - The choice is fixed once anyone has started paying for the pass or it has been sold. - The entrance must have **Holders of an entry pass** on. - When a person holds more than one, the one that expires first is used. - An entry pass can be on sale only while Entries is on. ## Switch Entries off The owner, or someone given the **Activate business features** permission, switches Entries off in **Admin > Settings > Features**. It stays on while any entry pass is on sale, a customer is still paying for one, or a customer still has visits left on one. Stop selling your entry passes, then refund the visits customers hold or let them be used up. Entries can be switched off a day after the last entry pass comes off sale, so sales already started can finish. A purchase the customer never finished paying is cancelled after 7 days. Switching off deletes no entries. While Entries is off, entry passes are not on sale, and nobody can be given entry visits, have a pass imported, or have one topped up or extended. A purchase a customer has already paid for is still issued. ## How long entries are kept Entries are kept for 24 months. They are included when a person exports their data, and deleted when they delete their account. --- # Coupons Create customer coupons or reusable discounts and promotional codes. Canonical URL: https://www.naayya.com/help-center/coupons Category: customer-management Last updated: 2026-10-03T00:00:00Z # Coupons Use a coupon or discount when a customer should pay less than the normal price. Naayya has two separate workflows: - **Customer coupons** are attached to one customer's record. - **Discounts** are reusable discount definitions that can be used with promotional codes. Choose the workflow that matches who should receive the discount. Check the final amount and the applicable product or booking rules before telling a customer what they will pay. ## Customer coupons Use a customer coupon for a one-person adjustment, such as a service recovery or a promised courtesy discount. 1. Go to **Admin > Customers** and open the customer. 2. Open the customer actions menu. 3. Select **Add Coupon**. 4. Enter a **Code** and optional **Description**. 5. Choose the discount **Type** and enter its **Value**. 6. Optionally set **Expires On**, a **Uses** limit, and whether the coupon is **Active**. 7. Select **Create Coupon**. To review or change coupons for that customer, open the same actions menu and select **Manage Coupons**. The dialog shows each code, whether it is **Active** or **Inactive**, its discount, and its expiry. Use the edit control to change a coupon, or delete it when it should no longer be available. Deletion cannot be undone. When editing a coupon, the form can also show **Valid From**, **Valid Until**, **Redemption Limit**, and **Active Status**. The exact fields depend on whether you are creating or editing the coupon. ## Business-wide discounts Use **Admin > Discounts** for discounts that may be reused across customers. The page separates **Active** and **Expired** discounts. Select **New Discount** to create one. When creating a discount, enter: - **Name** - **Discount Type**, either **Percentage** or **Fixed amount** - The percentage or **Amount Off** and its currency - **Duration**, such as **Once**, **Multiple months**, or **Forever** You can also set a **Redeem by** date, a maximum number of redemptions, and **Apply to specific products**. If you limit the discount to products, select the products that should accept it and review the selection before saving. Select **Create Discount** when the settings are correct. Open a discount to review its value, duration, expiry, redemption count, product restrictions, and promotional codes. The detail page can also show whether the discount is **Active** or **Expired**. ### Products marked Legacy Some older products are marked **Legacy** in the product list. They are set up on your own Stripe account, so a discount limited to specific products can cover Legacy products or your other products, not both. After you select one kind, the other kind can't be selected. To offer the same discount on both, create two discounts: one for your Legacy products and one for your other products. Each discount needs its own promotional code, for example `TEACHERS10` and `TEACHERS10-LEGACY`. Tell customers which code to use for which products. A discount that doesn't use **Apply to specific products** covers every product, Legacy products included. ## What to decide before creating a coupon Decide: - Whether the discount is for one customer or a wider promotion - Whether the value is a percentage or fixed amount - Which currency applies to a fixed amount - Whether the discount applies once, for multiple months, or forever after redemption - When customers can redeem it and how many redemptions are allowed - Which products should accept it - Whether customers need a promotional code to use it Customer coupons are managed from a customer record. Reusable discounts are managed from **Admin > Discounts**. ## What you cannot fix with a coupon Do not use a coupon to hide an incorrect payment, product, credit, or booking record. Review the original record and the relevant policy first. A discount changes what a customer pays; it does not by itself correct a missing credit, a cancellation, an attendance record, or a payment that was already recorded incorrectly. ## Troubleshooting ### The coupon does not work at checkout Check that the code is entered exactly as provided, that the coupon or discount is active, and that it has not expired or reached its usage limit. Confirm that the purchase uses a product allowed by the discount. A discount limited to your other products doesn't cover a product marked **Legacy**, and the customer sees "This promo code doesn't apply to these items." See [Products marked Legacy](#business-wide-discounts-products-marked-legacy). For a reusable discount, open **Admin > Discounts**, open the discount, and review its promotional codes. A promotional code can be inactive even when its underlying discount still exists. ### The wrong discount amount was created Review the discount type, value, currency, duration, redemption limits, expiry, and product restrictions. If the discount has already been used, check the related payment or booking record before making a correction. Ask a business owner or manager to review money-related corrections. ### A coupon appears expired Check the coupon's expiry date and its **Active** or **Inactive** state. For a reusable discount, use the **Active** and **Expired** tabs in **Admin > Discounts** and review its **Redeem by** date. Do not promise that an expired coupon can be applied to a new checkout. ## Related articles - [Manage Discounts and Promotional Codes](/help-center/manage-discounts) - [Customer Details](/help-center/customer-details) - [Product Settings Guide](/help-center/product-settings-guide) - [Payment Troubleshooting](/help-center/payment-troubleshooting) - [Sending Email Campaigns](/help-center/sending-email-campaigns) --- # Customer Bookings Review a customer's bookings, attendance, cancellations, and payment context. Canonical URL: https://www.naayya.com/help-center/bookings Category: customer-management Last updated: 2026-10-15T08:46:48Z # Customer Bookings Use booking activity to understand what a customer booked, whether attendance was recorded, and what happened when a booking was cancelled. You can review one customer's activity or all bookings for the selected business. ## Open a customer's bookings 1. Go to **Admin > Customers**. 2. Search for and open the customer. 3. Select **View Activity**. 4. Select the **Bookings** tab. The activity view groups recent events by time. Select **Load older** when you need older activity. Select **All** to see bookings alongside payments, refunds, memberships, passes and packs, gift cards, reviews, and waivers. For a business-wide view, open **Admin > Bookings**. The page has two tabs: - **Classes & courses** shows bookings for classes, workshops and course sessions in the selected month. Each course row is a booking for one dated session, not the customer's whole course enrollment. - **Appointments & resources** shows booked service times, including appointments with a provider and resource bookings such as courts or lanes. Use the month controls beside the page title to choose a period. **Today** returns to the current month. On **Classes & courses**, use **Prev** and **Next** below the list to move through pages. Business-wide booking access depends on your role and permissions. If **Bookings** is not available, ask a business owner or manager to check your access. ## What booking history can show The business-wide list shows four things first: | Column | What it shows | | --- | --- | | Booking | The session, service or resource name, with its kind below. | | When | The booked date and time. | | Customer | The customer's name. Guest bookings use the recorded guest name when available and show **Guest**. | | Status | The booking or recorded attendance outcome, with urgent notification problems below it. | For classes, a session-specific name appears when one is set. The kind identifies **Class**, **Workshop** or **Course session**. An older record without a known kind shows **Session**. A **Group booking** label identifies a class booking that belongs to a group. Select **Details** to see supporting information. For class and course bookings, this can include the full session and customer names, email, who led the session, location, when it was booked, attendance, cancellation and delivery history, and attribution when available for your plan. **Purchase used** shows the linked purchase and its payment status when recorded. It is not a separate payment status for that booking. Appointments and resource bookings use the same four-part layout. Their **Details** can include the service, duration, provider, resources, customer email, booking date, notes, people and notification status. See [View and manage appointments](/help-center/appointment-dashboard). On a phone, each booking shows the same key information with **Details** below it. A cancellation notice that needs attention or a confirmation email problem stays visible before you open the details. The exact information depends on the booking type and what was recorded. ## Common booking statuses | Status | Meaning | | --- | --- | | Confirmed | The booking has a place. | | Cancelled | The booking was cancelled. Open **Details** to see who cancelled it when that information is available. | | Pending | The booking is still waiting for completion or a final status. | | Attended | Attendance was recorded as attended. | | No show | Attendance was recorded as a no-show. | For a cancelled booking, open **Details** to check the cancellation notice when it is tracked. A missing notification record means the delivery status is not available in this view. **Cancellation notice needs attention** stays visible in the row when action is required. **Check confirmation email** flags a confirmation problem; open **Details** for the recorded status. ## Check credits and bookings together When a customer says their credits are wrong, review the relevant activity and product records together: 1. Open the customer and select **View Activity**. 2. Use **Bookings**, **Passes & packs**, **Payments**, and **Refunds** to narrow the activity. 3. Check the class or appointment, booking status, attendance, and the product or credit used. 4. Compare the booking and cancellation dates with the applicable booking or cancellation policy. Paid, booked, attended, and credited are separate outcomes. Check the record that matches the question before changing a credit, product, or payment. ## Use booking history for customer support Booking history helps answer: - Did the customer make a booking? - Was attendance recorded? - Was the booking cancelled, and by whom when shown? - Which product or credit was associated with the booking? - Is the question about a specific class, appointment, date, or payment? If the question involves a refund, credit, cancellation, or notification, verify the current record and the relevant policy before promising an outcome to the customer. ## Troubleshooting ### A recent booking is missing Check the selected business, the **Bookings** activity filter, and whether more activity is available through **Load older**. For business-wide class bookings, check the month and page controls. A booking can also be associated with a different customer record or business. ### A booking used the wrong product Review the booking and the related product or pass. Confirm that the product covers the class or service and that the customer is allowed to use it. For shared or family memberships, check the customer's access rather than only the purchaser's record. ### Attendance looks wrong Compare the booking's attendance status with the class session and the teacher's attendance workflow. If it still looks wrong, ask the person responsible for attendance to review the session record. ### A cancellation did not behave as expected Check when the cancellation happened, the booking status, the relevant booking policy, and any credit or payment activity. **Details** shows the cancellation notice status only when one is tracked. A sent or delivered status is not proof that a customer read a message. ## Related articles - [Customer Details](/help-center/customer-details) - [Products & Credits](/help-center/products) - [Booking & Checkout Settings](/help-center/booking-settings) - [Booking Policies](/help-center/booking-policies) - [Manage Attendance](/help-center/managing-attendance) --- # Customer Credit Expiry Review a customer's passes, expiry dates, and credit adjustments. Canonical URL: https://www.naayya.com/help-center/customer-credit-expiry Category: customer-management Last updated: 2026-09-20T00:00:00Z # Customer Credit Expiry Use a customer's **Class Passes** section to review passes that are close to expiring or already expired. The table is also where you start a documented credit or expiry adjustment. ## What to check 1. Go to **Admin > Customers**. 2. Open the customer's detail page. 3. In **Class Passes**, review the product, remaining credits, status, purchased date, and expiry date. 4. Choose **Show all** if the customer has more than eight passes or packs. The table can show **Expiring soon** for an active pass with an expiry approaching, and **Expired** when a pass's expiry date has passed. The **Expired** badge can also show the number of unused credits, so a pass can be expired even when no credits remain. ## Common uses - Explain an upcoming expiry using the pass's status and expiry date. - Check whether a customer's question matches the pass and booking record. - Review an expired pass before deciding whether a support extension is appropriate. - Compare a pass's class coverage when the customer cannot use it for a class. ## Before changing credits Before changing a pass, check the product details, bookings, and payment context available to your role. Open the pass action menu and choose **Adjust credits**, or **Restore / Extend credits** for an expired pass. The adjustment form requires a reason and details when you change credits or the expiry date. Save only after confirming the customer, pass, and approved support decision. ## Related articles - [Products & Credits](/help-center/products) - [Customer Details](/help-center/customer-details) - [Class Coverage for Products](/help-center/linking-products-to-classes) - [Product Settings Guide](/help-center/product-settings-guide) --- # Customer Details Find a customer's bookings, purchases, class passes, memberships, wallet, coupons, waiver status, and your staff's notes. Canonical URL: https://www.naayya.com/help-center/customer-details Category: customer-management Last updated: 2026-10-20T10:00:00Z # Customer Details The customer detail page brings one customer's record into one place. Use it when you need to answer a question about a booking, purchase, class pass, membership, wallet balance, coupon, or waiver. ## Open customer details 1. Go to **Admin > Customers**. 2. Search by name, email, or phone, or choose **Customers** above the list. 3. Select a customer row or choose **Open profile** from its actions. Leads open a lead record and guests open a guest view. Select a customer to reach the full customer detail page. ## What the page includes Depending on your role and the customer's activity, you may see: - Name and contact details - Purchase totals and class booking and attendance counts - Active coupons - Purchased class passes, memberships, goods, and gift cards - Family members linked to a membership, when the membership allows them (see [Manage Family memberships](/help-center/manage-family-memberships)) - The customer's wallet balance, what they owe on their account, who else can spend from it, and wallet activity, when your role can manage point-of-sale sales - Remaining credits and expiry dates - Booking and attendance history - Recent emails - Waiver status - Notes your staff keep about the customer, for owners and managers (see [Notes](#notes)) - Business links, when your role allows you to manage them ## Customer actions Use the customer actions menu to: - **Edit Customer** - **Record a payment**, when your role can record payments - **Add Coupon** - **Manage Coupons** Owners and managers also see **Manage Payment Methods** when the customer has a saved payment method. Before changing a coupon or credit balance, check the purchase and recent activity so you understand the customer's situation. ## Products and credits Use the product and credit sections to understand: - What the customer bought - How many credits remain - When credits expire - Which bookings used the credits If a customer cannot book, check whether an active pass or membership covers the class or service. A purchase alone does not confirm a booking. See [Products & Credits](/help-center/products). ## Wallet If your role can manage point-of-sale sales, the page shows a **Wallet** card. It shows the same wallet the customer sees in their account at your business: - The balance they can spend at your business without owing anything - Each gift card that still has value, with its expiry date, and the customer's **Account balance**: top-ups, a carried-over balance, and course credit as one amount - **Activity**: every time money was added to the wallet or spent from it, with the date, the amount, and the balance after it. A payment names what it paid for, such as the court and time, the class, or the items. A balance with a minus sign is what the customer owed at that point. When another person charged a payment to the account, it also says **Charged by** and that person's first name. - **People who can spend from this account**: the people your business has allowed to spend from the account, with each person's daily limit and what they spent today. See [Let other people spend from the account](#wallet-let-other-people-spend-from-the-account). - **Refund balance**, for staff who can manage payments, while the customer has account credit or a refund to card is in progress. See [Refund unused balance](#wallet-refund-unused-balance). When your business lets customers [charge to their account](/help-center/point-of-sale#charge-a-sale-to-the-customers-account), or the customer owes something, the **Account balance** line is replaced by: - **Account credit**: what the customer has on their account to spend. - **Amount due**: what the customer owes your business. It is 0 when they owe nothing. - **Limit**: the most the customer can owe, shown while charging is switched on. Under it, the card says where the limit comes from: **Set for this customer**, **Business default for members**, or **Business default for everyone else**. A blocked customer shows **Charging blocked**. ### Set a customer's account limit Staff who can manage payments, which by default means owners and managers, can change one customer's limit. The buttons show only while your business lets customers charge to their account. - **Set limit** opens **Set account limit**. Enter the **Limit**, an amount from 0 to 10,000.00 in your business currency, and select **Save limit**. With a limit of 0, the customer cannot owe anything. - **Use the default limit** removes the customer's own limit, so the business default applies again. It shows only when the customer has a limit of their own. - **Block charging** stops the customer from putting anything more on their account, whatever their limit. **Allow charging** lifts the block. A lower limit or a block does not change what the customer already owes: it stays due. The business defaults are set under **Admin > Settings > Payments**. See [Switch on charging to the account](/help-center/point-of-sale#charge-a-sale-to-the-customers-account-switch-on-charging-to-the-account). ### Let other people spend from the account A customer's account can be spent by other people too, for example a family member who pays from it, or the members of a team who share one account named **Team tab**. The customer who owns the account stays responsible for it: what another person charges is taken from the account's credit and, beyond that, added to what the owner owes. Staff who can manage payments, which by default means owners and managers, keep the list under **People who can spend from this account** on the **Wallet** card. The section shows for them even while the list is empty, when it says **Only this customer can spend from this account.** Other staff who see the **Wallet** card see it only once a person or an account name is set, and they cannot change it. To add a person: 1. Open the customer's detail page and find the **Wallet** card. 2. Under **People who can spend from this account**, select **Add person**. 3. Choose the person. People who share the customer's membership, such as the members of a [Family membership](/help-center/manage-family-memberships), are listed under **On their membership**. For anyone else, type at least two letters of a name or email under **Find a customer** and choose them. 4. Optionally enter a **Daily limit**: an amount from 0.01 to 10,000.00 in your business currency. Leave it empty for no daily limit. 5. Select **Add person**. The person must be a customer of your business with a Naayya account. You cannot add the customer to their own account: they already spend from it. Each person on the list shows their **Daily limit** or **No daily limit**, and **Spent today**. A person who is no longer a customer of your business shows **Not a customer** and cannot spend from the account. - **Change limit** opens a window titled **Daily limit for** and the person's name. Enter a new amount, or empty the field for no daily limit, and select **Save limit**. - **Remove** takes the person off the list at once. They can no longer spend from the account. What they already charged stays in the account's **Activity**. ### Name the account A name is optional. Without one, the account is named after the customer, for example Anna's account. Give it a name when a group charges to it, such as **Team tab**. 1. Next to **Account name**, select **Name account**. When the account already has a name, the button reads **Change name**. 2. Enter the name, up to 60 characters. 3. Select **Save name**. To use the customer's name again, empty the field and save. The name shows at the till as **On Team tab**, at online checkout as **Charge to Team tab**, and on the Wallet page of the people who can spend from the account. ### What a person can spend - A person spends only from the account: the account's credit and, when your business lets customers charge to their account, what is left of the customer's limit. They never spend the customer's gift cards, and the person's own wallet is not used for that charge. - The customer's limit and **Block charging** apply to everyone who spends from the account. See [Set a customer's account limit](#wallet-set-a-customers-account-limit). - A **Daily limit** is the most that person can spend from the account in one day. A charge must fit inside both the account's limit and the person's daily limit. The day follows your business's time zone, and a charge that is given back no longer counts. - The purchase stays the person's own: the booking or sale is recorded for them, and the money comes from the account. - A person does not see the customer's balance, amount due or activity. The customer sees each charge in their **Activity** with **Charged by** and the person's first name, for example **Charged by Ben**. When the person has no first name on their profile, it reads **Charged by another person**. A person can charge to the account at the till, on a tab, in a single-item sale, and online. See [Put a sale on someone else's account](/help-center/point-of-sale#charge-a-sale-to-the-customers-account-put-a-sale-on-someone-elses-account) and [Spend from someone else's account](/help-center/wallet-and-gift-cards#spend-from-someone-elses-account). ### Record a payment taken outside Naayya Use this when a customer pays you outside Naayya: in cash, on your own card terminal, by bank transfer, by cheque, or another way. The payment pays what they owe on their account first. Anything left becomes account credit they can spend at your business, so it also works when a customer pays in advance. Your business must turn it on first, under **Admin > Settings > Payments**. See [Record payments taken outside Naayya](/help-center/point-of-sale#charge-a-sale-to-the-customers-account-record-payments-taken-outside-naayya). Staff whose role can record payments can use it. By default that means owners, managers and receptionists, and any role that could add money to a wallet before. 1. Open the customer's detail page. 2. Open the customer actions menu and choose **Record a payment**. 3. The dialog shows what the customer owes on their account and since when, or **nothing owed**. 4. Enter the **Amount**. The dialog says how much of what is owed it pays, how much stays owed, and how much becomes account credit. 5. In **Paid by**, choose **Cash**, **Own card terminal**, **Bank transfer**, **Cheque**, or **Other**. 6. Add the **Reference**. A bank transfer needs one: use the reference on your bank statement, and record a transfer once the money is in your account. For other ways of paying it is optional. You can also add a **Note**. 7. Under **Receipt**, choose how the customer gets a receipt: - **No receipt.** Nothing is emailed and nothing prints. - **Email.** **Send the receipt to** is filled in with the customer's email address. You can type another address. - **Print.** Shown when you have a [cloud receipt printer](/help-center/manage-hardware#print-receipts-from-the-web-pos). 8. Select **Record payment**. With **Print**, the dialog then shows **Payment recorded** and the printer the receipt was sent to. It prints at the printer's next check-in. Select **Done**. Naayya does not take the payment, and no payment fee applies. Take the money first, then record it here. Naayya never marks a bank transfer as paid on its own: your record is the confirmation. Each payment keeps who recorded it and when. **Receipt** starts where this computer's POS starts: **No receipt**, or **Print** once a printer was chosen at the POS. What you choose here is for this payment only and does not change the POS. A receipt goes out only when you ask for one. The emailed receipt shows the amount paid and the customer's new wallet balance. If the payment does not cover all of what the customer owes, it says it paid part of it and shows the **Amount due**. - It pays off the **Amount due** first, oldest charge first. Only what is left becomes account credit. For example, a payment of 50 when the customer owes 80 leaves 30 owed. - It is not a sale. It has no VAT invoice and does not count as revenue: the VAT stays on the sales that were charged to the account. Money paid in advance is charged VAT when it is spent. - The account credit does not expire. When the customer pays from their wallet, gift cards are used before the account credit. A course instalment the customer's card did not pay, and a membership whose payment failed, are listed in the dialog as a note. They are collected from the customer's card, so you cannot record them here. The payment shows in the wallet's **Activity** and in **Admin > Payments**. If the save fails, try again: the same payment is never recorded twice. If your business has not turned it on, the dialog says so and records nothing. See [Wallet and gift cards](/help-center/wallet-and-gift-cards) for what the customer sees, and [See who owes what](/help-center/record-offline-payments#see-who-owes-what) for every customer who owes your business. ### Refund unused balance Use this when a customer wants back money they paid in and did not spend, for example when they move away. Only money the customer paid in can go back: their top-ups and a balance carried over from your previous system. Course credit given back after a cancellation stays credit and cannot be paid out. Gift cards are not refunded here. Staff who can manage payments, which by default means owners and managers, can refund a balance. A refund in cash or by bank transfer also needs a role that can record payments, which owners and managers have too. Nothing can be refunded while the customer owes your business anything: their account, a course instalment, or a membership whose payment failed. Settle what they owe first. 1. Open the customer's detail page and find the **Wallet** card. 2. Select **Refund balance**. 3. Under **Refund to**, choose where the money goes. Each choice shows the most it can refund: - **Card top-up** of an amount on a date: money the customer added online goes back to the card they paid with. - **Cash** or **Bank transfer**: money they paid at your desk, or carried over. These show only while your business has **Record payments taken outside Naayya** switched on under **Admin > Settings > Payments**. 4. Check the **Amount**. It starts at the most that choice can refund. You can lower it. 5. For a bank transfer, add the **Reference** of the transfer you made, and record it once the money has left your account. For cash, a **Reference** is optional. You can also add a **Note**. 6. Select **Refund**. What happens: - The amount leaves the customer's account balance at once, so it cannot also be spent. - Money spent from the account counts as spent from the oldest money first. A card top-up can refund only what is still unused of that top-up. - A card refund goes back to the card the top-up was paid with, and the customer gets a refund confirmation email when it succeeds. Until Stripe confirms it, **Activity** shows **Refund to card in progress**. If the card refund does not go through, even after Stripe first reported it done, the money goes back to the customer's account balance. - If Stripe has not confirmed a card refund, the money stays held and **Refund balance** lists the refund with **Try again**. Try again sends the same refund again, so it is never made twice. It works for about a day after the first try. After that, check the refund in Stripe: the money stays held until Stripe answers. Once Stripe has the refund and is completing it, there is nothing to try again. - Naayya also checks with Stripe by itself. A refund that was never sent to Stripe goes back to the account. One that was sent but has no answer from Stripe stays held, and after an hour your **Inbox** shows it. - Cash and bank transfer refunds are records: Naayya does not move the money. Each keeps who recorded it and when. - A top-up is not a sale, so a refund of one has no credit note and does not change your revenue or VAT figures. - The refund shows in the wallet's **Activity** as **Refunded to card**, **Refunded in cash**, or **Refunded by bank transfer**. A card refund also shows on the top-up in **Admin > Payments**. - If the top-up's payment is disputed, or refunded in Stripe, while a card refund of it is on its way and that refund then fails, the money stays held: it does not become spendable. If the refund fails to save, try again: the same refund is never made twice. ### When a card refund does not go through Sometimes Stripe cannot put a refund back on the customer's card, for example because the card was closed. When that happens, the amount comes back to your Stripe balance and Naayya adds it to the customer's wallet at your business: - The wallet's **Activity** shows **Refund added to wallet**, with what the payment was for. - In **Admin > Payments**, the payment shows **Refunded to wallet**. It counts as refunded in your reports, and what the payment bought stays removed. - The customer gets an email saying the refund went to their wallet. Owners get an email too. The customer can spend the money on bookings at your business. To pay it out instead, select **Refund balance** on the **Wallet** card and choose cash or bank transfer. This needs **Record payments taken outside Naayya**, which the owner turns on in **Admin > Settings > Payments**. It cannot go back to a card, and the payment cannot be refunded to the card again. Until the amount is back in your Stripe balance, the payment shows **Refund failed**. Do not refund it again: Naayya adds it to the wallet as soon as it is back. Naayya does not add it to the wallet when the payment has no customer account, or when the customer has disputed the charge with their bank, because the bank may already have paid them back. The payment then keeps showing **Refund failed**: check what the customer is still owed and pay them back another way, such as a bank transfer. ## Notes The **Notes** card holds your staff's notes about the customer, such as a preference or what you agreed with them. The customer never sees these notes. Owners and managers see every note on the card. Pinned notes come first, then the newest. Each note shows who wrote it and when, and **(edited)** once its author has changed it. To add a note, type it in the box on the **Notes** card and select **Add note**. A note can be up to 5,000 characters. Select the actions button on a note to: - **Pin** it to the top, or **Unpin** it. Any owner or manager can pin a note. - **Edit** it. Only the person who wrote a note can edit it. - **Delete** it. Any owner or manager can delete a note. Select **Delete** again to confirm. A note brought over from your previous booking system keeps its original date and the name of the person who wrote it there, and is labelled **Imported**. Nobody can edit an imported note, but you can pin or delete it. Notes also show in the customer's activity, under **Notes** and **All**, at the date they were written. When the customer deletes their Naayya account, the notes about them are deleted. A customer's own copy of their account data includes the notes about them, without the names of the staff who wrote them. ## Waivers and terms The **Waivers** status in the page header, next to **Member since**, shows how many required waivers they have accepted, for example **Waivers 1/2**. Select it to see each required waiver with the version accepted and the date and time, or its status, such as **Pending**, **Missing** or **Needs re-accept**. For a customer who holds a membership, as its member, its payer or someone it is shared with, the list includes your **Membership Terms** when they are required for memberships. **Pending** means the member has not accepted the current version yet; they are asked the next time they open Naayya while signed in. If the customer signed a waiver that your business has since deleted, owners and managers also see a **Deleted waivers** section below the required waivers. It says the waiver was signed before it was deleted and that the signed version is kept as a record. Each entry shows the waiver's title as it was signed, its version number, the date, and where it was signed, for example **Signed during signup** or **Accepted online**. The section does not appear when there is nothing to show. If a customer is blocked by a required waiver, review the waiver settings and the customer's current acceptance status. See [Waivers & Terms](/help-center/waivers-and-terms). ## Recent activity Recent activity helps you avoid guessing. Use it to check whether a customer recently booked, cancelled, purchased, received an email, used credits, or had credits expire. Use activity as evidence before changing credits, coupons, or bookings. ## Role and access details Customer records can show business links when your role allows it. Use the staff workspace to manage staff access rather than changing a customer's role to solve a booking or purchase issue. For staff access, use **Admin > Settings > Staff**. See [Roles & Permissions](/help-center/roles-permissions) and [Access Control](/help-center/access-control). ## Common issues ### Customer cannot book Check active products, remaining credits, expiry dates, product linking, booking rules, and required waivers. ### Customer says they paid but credits are missing Review the purchase, payment status, and recent activity before changing a credit balance. ### Customer has multiple records Look for guest vs profile activity. Avoid creating duplicate fixes until you understand which record owns the booking or purchase. ### Customer wants their data Do not send a business customer-list file or screenshots of the record as a substitute for a customer's own data request. [See the data guidance](/help-center/export-data) or ask your Naayya contact how to submit it. ## Related articles - [Customer List](/help-center/customers-list) - [Customer Bookings](/help-center/bookings) - [Customer Credit Expiry](/help-center/customer-credit-expiry) - [Products & Credits](/help-center/products) - [Manage Family memberships](/help-center/manage-family-memberships) - [Coupons](/help-center/coupons) - [Export Data](/help-center/export-data) --- # Customer List Find leads and customers, narrow the list, and open customer records. Canonical URL: https://www.naayya.com/help-center/customers-list Category: customer-management Last updated: 2026-10-11T09:14:23Z # Customer List The **Customers** page helps you find a person and open their record. It includes leads and customers, with filters for members and guests. ## Open the customer list 1. Go to **Admin > Customers**. 2. Choose **All**, **Leads**, or **Customers** above the list. Use **Members** or **Guests** to narrow it further. If you cannot open the page, your role may not include customer access for this business. ## What the list shows The list can show: - Name and contact details - Whether the person is a lead or customer, with member or guest labels when applicable - Recent activity, visits, and purchase totals when available - Source information when enabled for your business Select a customer to review purchases, class passes, bookings, coupons, waivers, and recent activity. Leads and guests open different views. ## Search and filters Search by name, email, or phone. Switch between **All**, **Leads**, and **Customers**, or use **Members** and **Guests** to narrow the list. Clear the search and filters if someone is missing. ## Export customers Business owners and managers can download the full People list from **Admin > Customers**. The CSV includes customers, guests, and leads, including rows that are not on the current page. [See the export steps and file contents](/help-center/export-data). ## Customers and leads Use: - **All** to see leads and customers together - **Leads** or **Customers** to focus on one group See [Leads Management](/help-center/leads). ## Common issues ### I cannot find a customer Search by email or phone, clear the search and filters, and check **Leads** and **Guests**. Confirm that the correct business is selected. ### The list is empty Check that the correct business is selected and that you have access to customer records. ### I need more detail Select a customer row or choose **Open profile** from its actions. Leads and guests have different views. ## Related articles - [Customer Details](/help-center/customer-details) - [Customer Bookings](/help-center/bookings) - [Products & Credits](/help-center/products) - [Coupons](/help-center/coupons) - [Export Data](/help-center/export-data) --- # Export Data What to do when you need customer data and how to handle a file safely. Canonical URL: https://www.naayya.com/help-center/export-data Category: customer-management Last updated: 2026-10-11T09:14:23Z # Export Data Business owners and managers can download their full People list as a CSV from **Admin > Customers**. It includes customers, guests, and leads for the selected business. The download is a snapshot of the list at the time you export it. ## Export customers 1. Select the business whose People list you need. 2. Go to **Admin > Customers**. 3. Select **Export CSV** at the top of the Customers page. The file includes every person in the business's **All** view, even if the Customers page is currently showing a search result or a different view. Each row includes a person type and stage, name, email address, phone number, dates, and any contact notes. Blank fields mean that information is not recorded. The file does not include bookings or payments. ## What customer exports are for For one person's bookings, purchases, or class passes, open their [customer record](/help-center/customer-details). This download is the full People list; it does not apply a search filter. Decide who needs the file before sharing it. ## What not to export Avoid using a customer file for: - Sharing customer lists broadly - Sending data to personal accounts - Keeping permanent copies of sensitive customer information - Working around role permissions Do not use a business customer list as a substitute for a customer's own account data request. Ask your Naayya contact if you are unsure how to handle that request. ## Protect exported files After downloading a customer file: - Keep the file in a secure location - Do not leave it on shared computers - Avoid forwarding it by email unless that is approved for your business - Delete it when the work is done - Be careful with spreadsheets that sync to personal cloud storage ## Troubleshooting ### Export is empty Confirm that you selected the correct business. Check **Admin > Customers > All** to see whether the list has people. An older CSV may be empty because it was exported before records were added. ### Export fails Try again from **Admin > Customers**. The download stops if Naayya cannot collect the complete list. If it still fails, contact support@naayya.com with the business name and the time you tried; do not send customer data in the message. ### Customer data looks stale An existing file is a snapshot. Reload **Admin > Customers** to check the current record, then download a new CSV if you need the latest list. ## Related articles - [Customer List](/help-center/customers-list) - [Customer Details](/help-center/customer-details) - [Sending Email Campaigns](/help-center/sending-email-campaigns) --- # Leads Management Track potential customers before they become customers, including manual, CSV or Excel, website, and referral leads. Canonical URL: https://www.naayya.com/help-center/leads Category: customer-management Last updated: 2026-09-20T00:00:00Z # Leads Management Leads are people who may become customers but are not yet active customers. Use leads to keep potential customers in one place, send invitations, and understand where interest came from. ## Open leads 1. Go to **Admin > Customers**. 2. Select the **Leads** view. You need the right customer or growth access to see leads. ## How leads can be added Leads can come from: - Manual entry - CSV or Excel import - Website lead form - Referral activity - Other customer acquisition workflows connected to your business For website capture, see [Add a Lead Form to Your Website](/help-center/website-lead-form). ## Lead statuses Common lead statuses include: - **Not invited**: the lead has not been invited yet - **Invited**: an invitation was sent - **Error**: an invitation attempt failed and needs review Import failures appear in the import results. They are not a lead status. Use statuses to decide who still needs follow-up. ## Add one lead 1. Open **Admin > Customers > Leads**. 2. Click **Add lead**. 3. Choose **Add single lead**. 4. Enter the person's name, email, phone, and notes where available. 5. Save the lead. Email is usually required for invitations. ## Import a customer list 1. Open **Admin > Customers > Leads**. 2. Click **Add lead**. 3. Choose **Import customer list**. 4. Select a CSV or Excel (.xlsx) file. 5. Check the column matches. Naayya recognizes common columns automatically; match or skip any remaining columns manually. 6. Select **Review import** and check the preview for contacts that are ready, need review, are duplicates, or will be skipped. 7. Confirm the import. Clean the list before uploading. Invalid emails create follow-up work. This imports the customer or contact list only. Schedules, memberships, credits, bookings, staff, and rooms require a separate migration. ## Send invitations Use the invitation action when you want a lead to create an account or join your business. After sending, refresh the list and check status. If an invitation fails, check the email address first. ## Use attribution details When attribution is available, leads may show where they came from, such as a website form, referral, or campaign source. Use attribution as context for follow-up. It should guide the conversation, not replace your judgment. ## Related articles - [People Overview](/help-center/people-overview) - [Customer List](/help-center/customers-list) - [Add a Lead Form to Your Website](/help-center/website-lead-form) - [Referrals](/help-center/referrals) --- # Manage Discounts and Promotional Codes Add, turn off, and delete reusable discounts and their promotional codes, and what to do when a discount cannot be deleted Canonical URL: https://www.naayya.com/help-center/manage-discounts Category: customer-management Last updated: 2026-10-13T19:30:00Z # Manage Discounts and Promotional Codes Use **Admin > Discounts** to look after the reusable discounts your business offers and the promotional codes customers enter at checkout. This article covers what you can do with a discount after you create it. To create a discount, or to give one customer a coupon, see [Coupons](/help-center/coupons). Owners and managers can manage discounts. **Admin > Discounts** needs a connected Stripe account. If you see **Stripe Account Required**, finish [Set Up Get Paid](/help-center/get-paid-setup) first. ## How discounts and codes fit together A **discount** sets the amount, how long it applies, when it expires, and which products accept it. A **promotional code** is the word customers type at checkout to use that discount. One discount can have several codes, for example one for a newsletter and one for a partner. The **Discounts** page has an **Active** tab and an **Expired** tab. Expand a discount's row to see its promotional codes, or open its actions menu and select **View Details**. ## Where customers enter a code Customers select **Apply gift card or promo code** at checkout and enter the code. The same field takes a gift card code. It is offered when they book a class or workshop, or buy a class pack, pass, membership, shop order, or appointment. The total shows the discount before they pay. - Gift cards and wallet top-ups take no code. - A course or program takes its code in its own coupon step. - A membership that starts on first use charges nothing at checkout, so it shows no code field. ## Add a promotional code 1. Go to **Admin > Discounts**. 2. Open the discount's actions menu and select **Add Code**. You can also open the discount with **View Details** and select **Add Code**. 3. Enter the **Promotional Code**. Use letters, numbers, hyphens, and underscores only. 4. Check that the right discount is selected under **Discount**. 5. Optionally add a **Description**, an **Expires At** date, and **Maximum Redemptions**. 6. To limit the code further, select **Show** next to **Advanced Restrictions**. You can turn on **First Time Transaction Only** or set a **Minimum Amount** and its **Currency**. 7. Select **Create Promotional Code**. If you already have an active code with the same name, Naayya says so and asks you to deactivate it or choose another. ## Turn a code off or on Open the code's actions menu and select **Deactivate**. Customers can no longer use it at checkout. The code stays on the discount and shows **Inactive**. Select **Activate** in the same menu to turn it back on. Deactivate a code when you want to stop a promotion but may run it again. To copy a code so you can share it, select **Copy Code** in the same menu. ## Change a discount The Discounts page has no way to edit a discount's amount, currency, duration, or product list after you create it. To change one, create a new discount with the new settings, add a code to it, and deactivate or delete the old code. ## Delete a code or a discount Deleting cannot be undone. If you may want the code back, deactivate it instead. - **Delete a code:** open the code's actions menu and select **Delete**, then confirm **Delete** in the **Delete Promotional Code** window. - **Delete a discount:** open the discount's actions menu on the **Discounts** page and select **Delete**, or open the discount and select **Delete Discount**. Confirm **Delete** in the **Delete Discount** window. ## When a discount cannot be deleted Naayya changes a discount or its codes only after it can confirm the discount belongs to your business. Older discounts, such as ones created before Naayya kept its own record of your discounts, may not pass that check. You can still see them, but Naayya refuses to change them. When that happens, nothing is deleted or changed: - Deleting the discount shows **Coupon ownership could not be verified. Contact Naayya support to delete this discount.** - Adding a code to it shows **Coupon not found**. - Turning off or deleting one of its existing codes shows **Promotional code not found**. Contact Naayya support and give the discount's name. Ask them to delete the discount, or to help set up a replacement. In the meantime, you can create a new discount and code with the settings you want, and stop using the old one. **Repair discount sync**, in the actions menu next to **New Discount**, is for owners and managers. It copies the discounts and promo codes from your business's payment account into Naayya's list: it adds the ones Naayya is missing and updates the ones it has, and it never deletes anything. It reports what it added or updated, for example "2 discounts added", or "Everything is in sync" when nothing changed. It skips any discount or promo code that sits on Naayya's own payment account unless Naayya already has it recorded as yours, so it does not make an older discount of that kind deletable. It also skips a promo code whose text another live code already uses. ## Troubleshooting ### A code does not work at checkout Check that the code is **Active**, that it has not expired or used up its **Maximum Redemptions**, and that the customer is buying a product the discount covers. Also check any **Minimum Amount** or **First Time Transaction Only** restriction. See [Coupons](/help-center/coupons). A code cannot make an appointment free, or make a membership free when it is bought without a class. Checkout shows "Promo codes cannot make an appointment booking free." or "Promo codes cannot make a membership free." A discount that leaves something to pay works as usual. ### The code I want is taken You already have an active code with that name. Deactivate the old code, or choose a different name. ### I see "Could not save this code" Try again in a moment. If it keeps failing, contact Naayya support. ## Related articles - [Coupons](/help-center/coupons) - [Set Up Get Paid](/help-center/get-paid-setup) - [Product Settings Guide](/help-center/product-settings-guide) --- # Manage Family memberships Add, invite, and remove the people who share a customer's Family membership, and see how many places are left Canonical URL: https://www.naayya.com/help-center/manage-family-memberships Category: customer-management Last updated: 2026-10-19T00:00:00Z # Manage Family memberships A Family membership is a membership that the holder can share with a set number of other people, such as a partner or children. The membership is bought once. Each linked family member books classes with it from their own account. This article is for owners and managers. You manage family members from the membership holder's customer page. ## Before you start A membership can only have family members when its product has a member limit: the number of people besides the holder who can share it. Owners and managers set it in **Places for family members** when they create the membership in **Admin > Pricing**, or later from **Edit** in the membership's menu. Enter a whole number of at least 1, or leave it blank for a membership that is for one person. You can raise the limit at any time. You can lower it, or clear it, only while every membership of that product still fits. If one already has more family members and open invitations than the new number, Naayya refuses the change and nothing is saved. Remove a member or withdraw an invitation on that membership first. If someone else changed the number while you were editing, Naayya refuses your change and asks you to reload the membership and try again. Replacing a membership keeps its places for family members. Change them on the new membership once it is live. Once a membership has a member limit, the **Family members** section appears under that membership on the holder's customer page. Naayya counts the limit as places: each linked member and each open invitation takes one. ## See who shares a membership 1. Go to **Admin > Customers** and open the membership holder's customer page. 2. Find the membership in the **Memberships** section. Active and frozen memberships both show it. 3. Under the membership, **Family members** shows: - How many places are used, for example **2 of 4 places used** - Each linked member, with their relationship if one was set - Each open invitation, marked **Invited**, with the email address you invited With no one linked, the section says **No family members yet.** An open invitation holds a place until the person joins or you withdraw it. ## Add a family member Only owners and managers can add or remove family members. **Add member** appears when the membership still has a place left. Naayya does not check whether someone is eligible for a Family membership, for example their age or relationship to the holder. Check that yourself before you add them. 1. Under the membership, select **Add member**. 2. Choose how to add them: - **Existing customer:** type at least two characters of their name or email, then select the person. They must already be a customer of your business. - **Invite by email:** enter their **Email address**. Use this for someone who is not a customer of your business yet. 3. Optionally choose a **Relationship**: **Partner**, **Child**, or **Other**. The default is **Not set**. 4. Select **Add member** for an existing customer, or **Send invitation** for an email. What happens next: - **Existing customer:** they are linked at once and can book with the membership. Naayya does not email them. - **Invite by email:** Naayya emails them from your business, with replies going to your business's contact email. They join the membership when they sign in to Naayya with that email address, once the address is confirmed. If they are new to your business, signing in also makes them a customer of it. If the email could not be sent, Naayya tells you that the invitation is saved but the email failed: ask them to sign in with that address. - **Invite by email, for an address that already belongs to a customer of your business:** they are linked at once, as with **Existing customer**, and Naayya does not send an email. The membership holder, and the person who paid for the membership, cannot be added as family members. One person can only be linked or invited once to the same membership. ## What family members see A linked family member sees the membership in their own account on the website under **Account** > **Access**. They can book classes with it on the website and in the Naayya app. The **Membership** screen in the Naayya app's **Profile** lists only memberships the person bought themselves, so it does not show a shared one. If the membership is cancelled, its family members lose access too, and open invitations stop working. A cancelled or unpaid membership is hidden from family members, just as it is for the holder. ## Remove a family member or withdraw an invitation 1. Under the membership, select **Remove** next to a member, or **Withdraw** next to an invitation. 2. Enter a **Reason**, for example "moved out" or "no longer eligible". 3. Select **Remove member** or **Withdraw invitation**. A removed member can no longer book with the membership. Bookings they already made stay. A withdrawn invitation stops working and its place is freed. Naayya records every add, invitation, removal, and withdrawal with the staff member who made it. ## Common issues ### Add member is missing The membership has no places left, or your role cannot manage family members. Remove a member or withdraw an invitation to free a place. Only owners and managers can manage family members. ### Naayya refuses to add someone The message says why. The most common reasons: - **This membership has no places left.** Remove a member or withdraw an invitation first. - **This person is already a member of this membership**, or **This email address already has an open invitation.** - **The membership holder cannot be added as their own family member.** - **Family members can only be added to a current membership.** A cancelled membership, or one whose first payment is still incomplete, cannot take new family members. Memberships that are active, trialing, paused, pending, or past due can. ### This person is not a customer of this business Use **Invite by email** instead. They join when they sign in with that email address. ### The invited person cannot see the membership Check that they signed in with the exact email address you invited, and that the address is confirmed. If they use a different email, withdraw the invitation and invite the address they use. ## Related articles - [Customer Details](/help-center/customer-details) - [Creating Memberships](/help-center/creating-memberships) - [Customer Bookings](/help-center/bookings) - [Credits, memberships, and orders](/help-center/credits-memberships-and-orders) --- # Products & Credits How to review customer passes, add a sale, and adjust credits Canonical URL: https://www.naayya.com/help-center/products Category: customer-management Last updated: 2026-10-16T15:00:00Z # Products & Credits Use a customer's **Class Passes** section to review drop-in and class pack purchases, remaining credits, and expiry dates. You can start a new sale for the customer or adjust an existing pass when you have a clear support reason. ## Understanding Products and Credits ### What is a Product? A product is the offer a customer can buy or receive. For a class pass, the product sets the price, credit allowance, validity, and class coverage. ### What are Credits? Credits are units a customer can use for eligible class bookings. The pass or pack determines how many credits the customer has, where they can be used, and whether they expire. An **Unlimited** pass has no credit count to reduce, but it can still have a validity period. A pass can also have no expiration when its offer allows it. ### Examples of Products - **Drop-in** - access for one class - **Class pack** - a set number of credits - **Membership** - recurring access with its own usage and renewal rules ## How to View Customer Products 1. Go to **Admin > Customers**. 2. Open the customer's detail page. 3. Find **Class Passes**. The section is labelled **Drop-in and class pack purchases**. The table shows up to eight passes and packs at first. Use **Show all** to see the rest. ## Understanding the Products Display The **Class Passes** table is the working view for a customer's drop-ins and class packs. It shows the product, remaining credits, status, purchase date, and expiry date. ### Class Pass status Use the status shown in the table to find passes that still have credits or are close to expiry. An unlimited pass can be active without a numeric credit count. ### Purchase details Open a pass's action menu and choose **View details** when you need more context about that purchase. The customer page also shows the purchase date and expiry date in the table. ### Show all Class Passes When the customer has more than eight passes or packs, choose **Show all** at the bottom of the table. This expands the list instead of limiting the review to the first page. ## How to Read Product Information For each pass or pack, you can see: ### Product Details - **Product** - the name of the pass or pack - **Credits** - remaining credits and, where applicable, the purchased total - **Status** - the current state of the pass ### Purchase Information - **Purchased** - when the pass or pack was purchased - **Expires** - the expiry date, or **No expiry** when it has none ### Status The table can show statuses such as **Active**, **Expiring soon**, **Expired**, **Used**, or **Pay Later** with a pending payment state. Read the credits and expiry columns with the status before explaining what the customer can book. ### Payment Source The Class Passes table is not a complete payment ledger. If the customer is asking about a charge, open the related purchase details or payment record available to your role before changing credits. ## How to Add Products to Customers ### When to Add Products - The customer paid outside Naayya and your business policy allows a manual sale - You are granting a documented service recovery or other approved exception - You need to record a sale for the customer from the customer profile ### Steps to Add a Product 1. Open the customer's detail page and find **Class Passes**. 2. Click **New sale**. 3. Choose the pass or pack and complete the sale. 4. If you are using **Manual grant or migration entry**, set the credit amount and expiry only when needed. A custom expiry includes the whole selected day in the business timezone shown beside the date. 5. Add a clear note that explains the payment or support reason. 6. Complete the sale and confirm that the pass appears in **Class Passes**. ### Important Notes About Adding Products - Check the customer and product before completing the sale. - Use the manual grant option only for an approved grant or money collected outside Naayya. - Add a reason and details for manual grants so another staff member can understand the change. - Do not create a second pass to work around a class coverage problem. Review the product's coverage instead. ## Check class coverage before helping a customer If a customer cannot use a class pass, check the product's **Class coverage** before adding credits. **All standard classes** covers active standard classes with usual pricing. A class with separate pricing, a workshop, a course, or another special format may need an explicit link. ### How to check it 1. Go to **Admin > Products**. 2. Open the product the customer owns. 3. Review **Class coverage** in **Product Details**. 4. Check whether the class is covered by **All standard classes** or **Specific classes only**. ### How to fix it - Use **All standard classes** for a broad pass when the offer should cover the regular schedule. - Use **Specific classes only** and add the intended classes for a narrow offer or special format. - Review the impact preview before applying a coverage change because it can change future eligibility for active holders. - Use **Replace product** when the offer itself is changing, then review the replacement's coverage and customer impact. See [Class Coverage for Products](/help-center/linking-products-to-classes) for the coverage choices. ## How to Edit Existing Products ### When to Edit Products - A support correction changes the customer's remaining credits - You need to extend an expiry date for an approved reason - You need to restore or adjust an expired pass ### Steps to Edit a Product 1. Find the pass in the customer's **Class Passes** table. 2. Open its action menu. 3. Choose **Adjust credits**, or **Restore / Extend credits** for an expired pass. 4. Change the remaining credits or expiry date. 5. Select a reason and enter details for the adjustment. 6. Save the change and check the updated row. ### What You Can Edit - **Remaining credits** - **Expiration Date**; leave it empty for no expiration when that is appropriate - **Reason and details** for the adjustment ### What You Cannot Edit Passes and packs cannot be deleted from this table. If your policy requires removing remaining access, use **Adjust credits** and set the remaining credits to zero with a clear reason. ## Managing Credit Expiration ### Understanding Expiration Dates - **No expiry** means the pass has no expiry date. - When you select an **Expiration date** in a pass adjustment or manual grant, access lasts through the end of that day in the business timezone shown beside the date. - Changing only the remaining credits preserves the pass's existing expiry time. - The product's validity determines how long a pass is available when the offer uses an expiry period. ### Extending Expiration Dates Extend a pass only for a documented support reason, such as illness, travel, a business closure, or a system correction. The adjustment form includes an **Extend 30 days** support action when that is the appropriate remedy. ### Steps to Extend Expiration 1. Open the pass's action menu in the customer's **Class Passes** section. 2. Choose **Restore / Extend credits** or **Adjust credits**. 3. Choose **Extend 30 days** or enter the approved new expiry date. 4. Select a reason and add details. 5. Save the adjustment and confirm the expiry date in the table. ### Restart an intro from next use For an eligible intro or free-trial pass, the adjustment form may offer **Restart intro from next use**. 1. Open the customer's intro pass. 2. Choose **Restore / Extend credits** or **Adjust credits**. 3. Choose **Restart intro from next use** when it is available. 4. Confirm the credit count and new expiry in the review step. 5. Add the support reason and details, then save. ## Common Product Scenarios ### Customer Paid Cash Use **New sale** from the customer's **Class Passes** section. Select the pass, record the payment method offered by the sale flow, and add a note with the date and amount collected. ### Failed Online Payment Do not grant the pass solely because a payment attempt failed. Check the payment state and help the customer complete payment, or use the approved manual sale flow if they pay another way. ### Refunded Intro Purchase Review the payment and the customer's pass before making a change. If a refund or a one-time offer prevents the customer from buying again, follow your business policy and contact support rather than adding a duplicate pass. ### Customer Service Credits Use **Adjust credits** or an approved manual grant only after deciding the support remedy. Select a reason, describe what happened, and tell the customer what changed. ### Bonus Credits for Loyalty Record any approved bonus through the sale or adjustment flow. State the number of credits, expiry, and reason in the details so the customer and team have the same record. ## Understanding Purchase History ### Payment Methods Use the purchase or payment record available to your role when you need to confirm whether the customer paid online, paid another way, or has a pending payment. ### Purchase Dates The **Purchased** column shows when the pass or pack was purchased. Use it with the product and expiry date when reviewing a customer question. ### Amount Tracking Product details may show the offer price and currency. If the customer is asking about a charge, verify the payment record before changing their pass. ## Troubleshooting Product Issues ### Customer Says They Have Wrong Number of Credits 1. Open the customer's **Class Passes** section. 2. Check the remaining and purchased credits. 3. Review the customer's bookings and the pass's details. 4. Adjust credits only when the record shows a genuine error or an approved support remedy. ### Credits Expired Too Soon 1. Check the pass's expiry date and validity. 2. Review the purchase and any relevant business closure or support record. 3. If an extension is approved, use **Adjust credits** and record the reason and details. ### Customer Can't Book Classes 1. Check for remaining credits or an active unlimited pass. 2. Check the expiry and status. 3. Review the product's class coverage in **Admin > Products**. 4. Link the intended special class or fix the coverage only after reviewing the impact. 5. Add credits only if the customer is actually out of credits and the support decision allows it. ### Payment Shows as Failed Confirm the payment state before granting access. Help the customer retry or use an approved offline payment flow; record the outcome in the sale or adjustment details. ## Best Practices for Product Management ### Always Add Notes Include the reason, date, and relevant customer context whenever you make a manual sale or credit adjustment. ### Be Fair and Consistent Apply the same support rules across customers and follow your business policy for exceptions. ### Double-Check Your Work Confirm the customer, product, remaining credits, expiry date, and class coverage before saving. ### Communicate with Customers Tell the customer what changed, how many credits remain, and when access expires if the pass has an expiry date. ## Product Pagination and Navigation ### Viewing All Products The Class Passes table shows up to eight rows initially. Choose **Show all** to expand the list of passes and packs. ### Finding Specific Products Use the product name, status, purchased date, and expiry date to identify the pass you need. Open **View details** for a closer review. ## Next Steps After managing customer products, you might want to: - [Review the customer's bookings](/help-center/bookings) to understand credit use - [Review customer details](/help-center/customer-details) for the rest of the customer record - [Review class coverage](/help-center/linking-products-to-classes) if a pass is not redeeming where expected - [Review customer credit expiry](/help-center/customer-credit-expiry) when a pass is expired or close to expiry - [Export customer data](/help-center/export-data) for reporting For customer gift card balances, see [Wallet and gift cards](/help-center/wallet-and-gift-cards). For business gift card management, see [Gift Cards](/help-center/gift-cards). Need help with a specific product or credit issue? Contact support at support@naayya.com --- # Referrals Track referral links, referred customers, and reward status. Canonical URL: https://www.naayya.com/help-center/referrals Category: customer-management Last updated: 2026-10-13T11:47:41Z # Referrals Use Referrals to see who is sharing referral links, who was referred, and whether rewards are pending, completed, or revoked. ## Open referrals Go to **Admin > Referrals**. Referrals appears once it is switched on for the business. If it is not in your admin menu, the owner, or someone given the **Activate business features** permission, can switch it on in **Admin > Settings > Features**. See [Features](/help-center/features-settings). You also need marketing access to open and manage referrals. If Referrals is switched on and you still cannot see it, ask an owner to review your access. ## What the page shows The Referrals page can show: - Referral links - Referrers - Referred customers - Pending referrals - Completed referrals - Revoked referrals Use the status to decide what needs review. ## Update reward status When a referral needs review, update its status only after checking the customer and purchase context. Common statuses: - **Pending**: still being reviewed - **Completed**: marked complete - **Revoked**: marked revoked and no longer active ## Good referral hygiene - Check duplicate customers before completing rewards. - Review whether the referred customer actually met your rules. - Keep reward changes consistent with your public terms. - Do not manually complete rewards you cannot explain. ## Related articles - [Leads Management](/help-center/leads) - [Customer Details](/help-center/customer-details) - [Coupons](/help-center/coupons) --- # Activity Categories Use categories and colors to organize classes and make the timetable easier to scan. Canonical URL: https://www.naayya.com/help-center/activity-categories Category: events Last updated: 2026-10-11T09:14:23Z # Activity Categories Activity categories give activities a name and color so staff can organize them and customers can recognize them in public calendars. Use names such as Pilates, Yoga, Barre, Personal Training, or Workshop when they match the way your business works. ## Open categories Go to **Admin > Settings > Offerings > Categories**. Open **Categories** to manage public labels. Open **Tags** on the same page for labels that only your team sees. Select **Add category**, then enter a name, choose a color, and choose its activities. Select **Create** to save it. ## What categories affect Categories help with: - Naming and organizing activities - Choosing a category when creating a new activity - Scanning the timetable by color - Helping customers find activities by category in public calendars where category filters are shown Use clear names that staff and customers understand. ## Category colors Choose a color from the palette or enter a custom color when you create or edit a category. Colors help people scan the timetable quickly. Keep the color system simple. If every category uses a similar color, the calendar becomes harder to read. ## Activities Activities say what customers come to do at your business, such as Yoga, Pilates or Boxing. They record what each category, class and service is. You choose them from a list Naayya provides. ### Choose a category's activities When you add or edit a category, the **Activities** section lists the shared activities. Use **Search activities** to find one, and tick the ones that the category's classes and services are. Some categories are not activities, such as Workshop or Kids. Leave every activity unticked for those. For an existing category nobody has answered yet, select **It is not an activity** to record that. Each category row shows its activities, **Not an activity**, or **Activities not chosen yet**. ### Classes and services take the category's activities A class or service takes its category's activities by default. You can set its own instead: - **Class**: On the class page, find the **Activities** row below **Category**. - **Service**: On the service page in **Admin** > **Services**, find the **Activities** row under **Details & media**. Edit the row and choose one option: - **Use the category's activities**: The class or service follows the category, including later changes to it. - **Choose for this class** or **Choose for this service**: Tick its own activities. Leave every activity unticked if it is not an activity. ## Before deleting or changing a category Categories are archived rather than deleted. Before selecting **Archive**, check whether active activities use the category. Existing activities keep their category, but the archived category does not appear for new selections. Select **Restore** to make it available again. ## Related articles - [Creating Classes](/help-center/creating-events) - [Calendar](/help-center/calendar-and-team-calendar) --- # Booking Availability on Class Sessions See what customers see when a session is closed or full, and find closed sessions that still have places Canonical URL: https://www.naayya.com/help-center/class-session-booking-availability Category: events Last updated: 2026-09-29T00:00:00Z # Booking Availability on Class Sessions A session can stop taking bookings for two different reasons: you closed bookings on it, or it is full. Customers and your team now see these as separate states, and Naayya warns you about sessions that are closed while places remain. This article covers what each state looks like. To close or reopen a session, follow [Closing Bookings on a Class](/help-center/closing-bookings). To limit how far ahead or how late customers can book every session, use the class booking window in [Booking & Checkout Settings](/help-center/booking-settings). The booking window applies to all sessions, while **Close bookings** applies to one. ## What customers see On class calendars and teacher pages, each session card shows a badge when it cannot be booked: - **Bookings closed** when the business closed bookings on that session. - **Fully booked** when the number of confirmed bookings has reached the capacity. In both cases the card's button reads **View details** instead of **Book**. Selecting it opens the session page, where a closed session shows a **Bookings are closed** message in place of the booking options. A closed session does not show **Fully booked**, even when it is also full. Cards for a course sold only as a whole enrollment, and for a program, keep their **Enroll** or **View program** button. Closing bookings applies to a session that customers can book on its own. ## Closing a session asks you to confirm When you select **Close bookings** on a session, a dialog asks **Close bookings for this session?**. It names the class and the date and time, shows how many places are booked (for example 6 of 8), and says that closing blocks all new bookings and waitlist promotions, even when places remain. Select **Close bookings** to confirm, or **Cancel** to leave the session open. **Reopen bookings** does not ask for confirmation. ## What you see on the session On the session page, the roster shows a **Bookings closed** badge next to the booked count, for example **6/8 booked**. A message under it says new bookings are blocked for the session even if places are available. The capacity comes from the session's resource. If it has none, it comes from the location. In the class list under **Admin > Classes**, a class whose next session is closed shows a warning icon. Hover over it to read **Bookings are closed for the next class.** ## Closed sessions that still have places At the top of **Admin > Classes**, a warning appears when any publicly listed session in the next 14 days is closed while its confirmed bookings are below its capacity. It reads, for example, **1 upcoming public session is closed with places available**. Each line links to the session and shows its name, date, time and how full it is, such as **6/8 booked**. Open the session and decide: - Select **Reopen bookings** if the closure was a mistake or no longer applies. - Leave it closed if the closure is intentional, for example while you sort out a teacher or room. If Naayya cannot check for closed sessions, the page shows **Could not check upcoming booking closures. Refresh the page to try again.** Refresh the page. Until the check works, no warning appears, so do not read a missing warning as a clean schedule. The warning is shown to people who can manage classes. It lists only sessions that are publicly listed and have a capacity set. ## Common questions ### Is a full session the same as a closed session? No. A full session is full because bookings reached capacity. If a waitlist is on, customers can join it; see [Waitlists for Classes](/help-center/waitlists). A closed session blocks new bookings and waitlist activity while places may remain. ### Why does my session show as closed when it has room? Someone closed bookings on that session. Open it and select **Reopen bookings**. Reopening allows new bookings again where the session is otherwise available. ### Does closing cancel the bookings already made? No. To cancel a session and its bookings, see [Cancelling and Deleting Class Sessions](/help-center/cancel-and-delete-class-sessions). --- # Calendar Use Calendar views to review classes, provider schedules, and upcoming operational work. Canonical URL: https://www.naayya.com/help-center/calendar-and-team-calendar Category: events Last updated: 2026-10-07T20:55:00Z # Calendar Calendar helps you review classes and appointments across your business. Use **Calendar** to review dates, times, locations, instructors, and booking status. Choose **Day** or **Week** and use **Filters** to narrow the view by location or provider. On a Day view, use **Split by: Staff** or **Split by: Room** to compare schedules. ## Open calendars Go to: - **Admin > Calendar** Use **Today** to return to the current date. On a Day view, choose **Split by: Staff** or **Split by: Room** before opening **Display** for availability. **Blackouts** remains available without that split. ## View appointment availability Choose **View availability** to switch to **Day** and **Split by: Staff** with availability shown. Your selected date, business, and location and provider filters stay in place. The shortcut appears for staff who hold the **Book Appointments** permission when that view is not already open. Availability blocks show provider hours. Appointment bookings are separate blocks. If no availability appears, check the selected day, filters and [appointment availability](/help-center/appointment-availability). ## What to review Use Calendar to check: - Upcoming classes - Appointments - Instructor and room schedules - Location and capacity details - Waitlist or full status - Future changes that need review ## Move a booking Drag a class or an appointment to a new time to move it. Naayya shows where it will land, then saves the move and confirms it, for example **Appointment rescheduled** with the new time. If the move cannot be saved, you see **Move failed** with the reason and the booking stays where it was. - **Recurring classes**: Naayya asks **Move recurring class?** Choose **This session only** or **This and all future sessions**. See [Make schedule changes carefully](#make-schedule-changes-carefully). - **Appointments**: Moving an appointment reschedules it, and the customer gets an email with the new time. Staff who can book appointments from admin can move them. ### Move a court booking to another court On the **Day** view with **Split by: Room**, drag a court booking into another court's column to move it to that court, at the same time or a new one. This works for bookings of a service that needs no provider and lets the customer pick the court. The move goes through the same availability check as a new booking. If the court is taken at that time, the move is refused and nothing changes. When it succeeds, the confirmation names the new court and time, and the customer's email names the new court and the old one. Provider bookings and classes move in time only. On the same day, dragging one into another column keeps it in its own column. To book a court instead, click an empty spot in its column on the same view. See [View and Manage Appointments](/help-center/appointment-dashboard#create-a-booking-for-a-customer-start-from-an-empty-court-on-the-calendar). ## Make schedule changes carefully For recurring classes, decide whether a change should affect one instance or future instances. Use future-instance editing when the same change should apply to upcoming sessions. See [Editing Future Class Instances](/help-center/editing-future-instances). ## Related articles - [Creating Classes](/help-center/creating-events) - [Activity Categories](/help-center/activity-categories) - [Teacher Assignments on Class Instances](/help-center/teacher-assignments) - [Managing, Extending, and Deleting Class Series](/help-center/managing-class-series) - [Waitlists for Classes](/help-center/waitlists) --- # Cancelling and Deleting Class Sessions Cancel a session with its bookings by archiving it, delete a session that never had bookings, and set when teaching staff can cancel Canonical URL: https://www.naayya.com/help-center/cancel-and-delete-class-sessions Category: events Last updated: 2026-10-11T09:14:23Z # Cancelling and Deleting Class Sessions A class session that has bookings is cancelled by **archiving** it. Course sessions are the exception: use **Cancel session**, described under [Course sessions](#course-sessions). A session that never had a booking can be **deleted**. The two actions are different: archiving keeps the session and its history, and returns what customers used to book it. Deleting removes the session permanently. If you only want to stop new bookings and keep the people already booked, use [Close bookings](/help-center/closing-bookings) instead. ## Cancel one session 1. Go to **Admin > Classes**, open the class, then open the session. 2. Select **Archive**. 3. Read the confirmation. When the session has confirmed bookings, it says how many will be cancelled. Add a **Reason (optional)**, for example why the teacher or room is not available. It is saved as the cancellation note on each booking. 4. Select **Archive & Cancel** followed by the number of bookings. With no bookings, the button reads **Archive**. The session then shows as archived and cancelled, and it is hidden from customers. ### What happens to bookings Archiving cancels every confirmed and pending booking on the session in one step, including bookings made by guests who booked without an account. For each booking: - A pass or class pack credit goes back to the customer's account. - A membership booking has its membership use restored. - The confirmation says customers are notified by email that the class is cancelled. The confirmation names credit and membership returns only. If a booking was paid another way, check that booking after archiving and refund it from the customer's record if you want to. See [Customer Bookings](/help-center/bookings). If Naayya cannot cancel a booking or return its credit, it stops. The session stays as it was, no booking on it is cancelled, and you see an error. Try again, or open the bookings on the session and check their status. A session that is already archived or cancelled cannot be archived again. ### Restore a session Open an archived or cancelled session and select **Restore**. The session goes back on the schedule as scheduled. Restoring does not rebook anyone: bookings that were cancelled stay cancelled. Invite customers to book again if you want them back. A session that was archived because its schedule pattern was archived cannot be restored one by one. Naayya refuses with **This occurrence was archived by a retired schedule. Restore the schedule pattern instead.** When you restore several sessions at once and some of them were archived that way, the message says how many, for example **3 occurrence(s) in this range were archived by a retired schedule. Restore the schedule pattern instead.** Nothing is restored in that case. Open **View Schedule Patterns** from the class series menu and restore the pattern. See [Managing Class Series](/help-center/managing-class-series). ## Cancel several sessions In the class's **Schedule** section, select the checkboxes beside the sessions, then select **Archive**. The confirmation shows how many bookings will be cancelled. Each session is archived on its own, so one session can fail while the others succeed. After the action, check the schedule for any session that is still scheduled, and read the message shown. [Editing Future Class Instances](/help-center/editing-future-instances) explains the difference from **Archive** in **Edit Future Instances**, which is blocked when sessions have bookings. ## Delete sessions Delete is for sessions created by mistake or never booked. 1. In the class's **Schedule** section, select the sessions. 2. Select **Delete**. 3. Confirm. The dialog says the sessions will be permanently deleted and that this cannot be undone. A session that has ever had a booking is skipped, including one whose bookings were all cancelled. The dialog counts sessions with bookings and tells you to use archive instead, and the result message says how many were skipped. Deleting needs owner or manager access. To retire a whole class, archive its future sessions first. The class **Archive** option stays unavailable until then, with the message **Archive or cancel future occurrences first**. ## Course sessions For a session of a **course**, do not use **Archive** to cancel it. Archive returns pass, class pack and membership credit only. It does not refund a course enrollment that was paid in cash. Use the session's **Cancel session** button in the Schedule section instead. The button appears only on upcoming sessions that are still scheduled, not on past, archived or already cancelled ones. **Cancel session** asks you to choose what happens to every active enrollment on that session: - **Cash refunds** refunds the enrollment payments for that session. - **Account credit** gives the customers account credit instead. - **Create make-ups** books customers into a replacement session. Choose the replacement first under **Optional make-up replacement**. Affected bookings send the normal cancellation notification. After it finishes, check the result message and the session's bookings. See [Workshop vs Course](/help-center/workshop-vs-course). ## When teaching staff cancel a class Teaching staff can cancel their own classes from their teacher **Schedule** page only if your business allows it. Set the rule in **Admin > Settings > Booking > Policies**, on the **Teaching Staff** tab: **Allow teaching staff cancellations**, **Minimum notice**, **Max enrollment threshold**, **Require admin approval**, and **Message to teaching staff**. The settings are described in [Booking Policies](/help-center/booking-policies). The Naayya app uses the same rule. Naayya checks the rule again at the moment the teacher cancels, not only when the page was opened. A cancellation does not go through when: - The teacher is not assigned to that class. - **Allow teaching staff cancellations** is off. - The class starts sooner than the **Minimum notice**. - More people are confirmed than the **Max enrollment threshold**. - **Require admin approval** is on. With **Require admin approval** on, the teacher sees a message to contact the business manager. No request is sent to a manager, so a manager has to cancel the session from the admin pages. A teacher's cancellation needs a reason of at least 10 characters. When it goes through, it cancels bookings, returns credits and notifies customers in the same way as an archive by a manager. ## Common questions ### Should I close bookings, archive, or delete? Close bookings to pause a session and keep its bookings. Archive to cancel the session and its bookings. Delete only when nobody ever booked it. ### Can I delete a session that has bookings? No. Archive it instead. This keeps the booking history and lets Naayya return credits and notify customers. ### Does changing the time or teacher cancel bookings? No. Time, location and teacher changes keep bookings and do not notify customers. See [Editing Future Class Instances](/help-center/editing-future-instances). --- # Closing Bookings on a Class Pause new bookings and waitlist activity for one class session, then reopen it when ready Canonical URL: https://www.naayya.com/help-center/closing-bookings Category: events Last updated: 2026-09-29T00:00:00Z # Closing Bookings on a Class Use **Close bookings** when one scheduled class session should stop accepting new places without cancelling the bookings already on it. This control applies to that session, not every date in its series. ## How to close bookings 1. Go to **Admin > Classes**, open the class, then open the scheduled session you want to pause. 2. In the session details, find **Bookings open** and select **Close bookings**. 3. In the **Close bookings for this session?** dialog, check the booked count and select **Close bookings**. 4. Confirm that the status now reads **Bookings closed**. The page shows when it was closed. ## How to reopen bookings Return to the same session and select **Reopen bookings**. Check that the status reads **Bookings open**, then review the customer booking page before sharing it again. ## What happens when bookings are closed New bookings and new waitlist joins for that session are blocked. Waitlist promotions for the closed session are skipped. Existing bookings stay in place. Closing is not the same as cancelling a session or refunding its bookings; see [Editing Future Class Instances](/help-center/editing-future-instances) before changing scheduled dates or archiving them. ## What customers see The class page shows a **Bookings Closed** badge and a **Bookings are closed** message in place of the booking options. For workshops, the message names the workshop. Customers cannot use that page to make a new booking while the session is closed. To see how closed and full sessions appear to customers, and to find closed sessions that still have places, read [Booking Availability on Class Sessions](/help-center/class-session-booking-availability). ## When to use this Close a session while you resolve a capacity, instructor or location issue, or while you decide what to do with its schedule. If you need to change the time, place or instructor, review the existing bookings and contact affected customers directly; a bulk edit does not notify them automatically. ## Common questions ### Does closing affect existing bookings? Closing does not remove existing bookings. Check the session roster before contacting customers or changing the session further. ### Can I close all future instances at once? The **Close bookings** control acts on one scheduled session at a time. Open each affected session and check its state if you need to pause several dates. ### What about waitlist members? Existing entries remain on the list, but new joins and promotions are blocked while this session is closed. Reopening allows new booking attempts and waitlist joins again where the class is otherwise eligible; check the current waitlist and bookings rather than assuming an old offer was resent. See [Waitlists for Classes](/help-center/waitlists). --- # Creating Classes Create a class draft, set its size, schedule and booking options, then publish it Canonical URL: https://www.naayya.com/help-center/creating-events Category: events Last updated: 2026-10-14T17:00:00Z # Creating Classes Create one class for an activity your business offers, then schedule the dates customers can book. A standard class, workshop, or course can have a different purchase and booking path, so choose **Class type** before setting up pricing. See [Workshop vs Course](/help-center/workshop-vs-course) if the choice is unclear. ## Creating your first class 1. Go to **Admin > Classes** and select **Add Class**. If the list is empty, the button may say **Create Class**. 2. In **Create class draft**, enter a name, choose **Class type** (**Standard class**, **Workshop**, or **Course**), and choose a **Planned run** such as **Ongoing**, **Fixed term**, **Seasonal** or **One-off**, where available for that type. 3. Select **Create draft**. Naayya opens the new class so you can finish its details, schedule and pricing. If **Classes** is not in your sidebar, an owner or manager can switch it on in **Admin > Settings > Offerings**. See [Switch offerings on and off](/help-center/offerings-settings). If a class with the same name exists, review the warning. You can open the existing class or deliberately create another draft. The draft is not bookable until it is published. ## Class series Use the **Schedule** section to create one dated session or a repeating series for the same class. Each scheduled session has its own date, time and bookings. For changes across upcoming dates, see [Managing Class Series](/help-center/managing-class-series) and [Editing Future Class Instances](/help-center/editing-future-instances). ## Class configuration ### Class image Add an image in the class details and preview how it is cropped before saving. Keep important faces and text near the center so they remain visible on different screen sizes. **Recommended upload size** Use a clear, landscape image. Check the image control's current size guidance before uploading. **Where your class image appears** The image can appear on class listings and the booking page. Preview both the card and larger view when the editor offers them. **Safe area guide** Keep essential content away from the image edges, where different crops may trim it. **Technical Requirements** Use one of the file formats and size limits shown by the upload control. If an image is rejected, check those limits and try a smaller file. ### Basic information Give the class a clear **Name** and a short description of what customers will do. Add a **Sub-heading** if it helps explain the level or format. Choose a **Category** to help customers browse related classes; [Categories](/help-center/activity-categories) explains how to manage them. ### Teacher and location Choose the **Instructors** and **Location** on the class page. Every session is created from these defaults, so a class needs an instructor, a location and a resource before you can schedule it. A resource is the place the class runs in, such as a room, space, court, field, lane or pool area. Its capacity is the class size until you set one; see [Class size](#class-configuration-class-size). If you cannot choose an instructor, check the person's staff page in **Admin > Settings > Staff**, including the **Teaching** tab. See [Managing Locations](/help-center/managing-locations) for locations and spaces. #### Choices filled in for you When you open a new class, a draft with no sessions yet, Naayya chooses the instructor, location and resource for you where your business has only one obvious option: - The instructor, when your business has one active instructor. - The location, when your business has one active location. - The resource, when the chosen location has only one place a class can run in. It only fills fields that are empty, and only once when you open the class. Nothing you already chose is replaced, and you can change every choice. If your business has more than one option, you choose. #### Location and resource Select the **Location** row to open **Location and resource**. Choose a **Default location**, then a **Default resource**. Each resource option shows its name, its type and its capacity, for example **Squash Court 1 · Court (capacity 4)**. If the chosen location has no place a class can run in, the dialog shows a short form. Enter a **Name**, choose a **Type** and a **Capacity**, then select **Add resource**. Naayya adds it to the location and selects it for the class. If your business has no locations yet, the dialog links to **Add a location**. ### Class size The **Class size** row sits under **Location** on the class page. It shows how many people can book each session, for example **12 places**. Until you choose a resource it reads **Choose a room first**. Select the row to open **Class size**, enter the number of **Places**, and select **Save**. Leave the field empty to use the room's capacity; the row then says **Same as the room.** You can set a size larger than the room holds. Naayya warns you, for example **This is more than Room 1 holds (20). Customers can still book every place.**, and the row shows the same warning. To change one session only, open the session and select **Change** on its **Places** card. The dialog is called **Places in this session**. Leave it empty to use the class's size; the card then says **Same as the class**. Naayya uses the first size it finds: the session's own places, then the class size, then the room's capacity. Use this instead of adding a second copy of a room to get a different class size. Two copies of one room hide clashes between the classes booked in them. ### Runs if: proposed classes A proposed class runs only if enough people book it. Use it to sell one time as several offerings. For example, a teacher's Tuesday 18:00 can be a small group class or a private appointment, whichever sells first. Set the rule in **Admin → Settings → Booking → Minimum bookings**. The **Minimum bookings** row on the class page links to this single settings home. Choose the offering and its minimum. A new minimum defaults to **Team review**, which leaves bookings confirmed while the team decides. To use the proposed-class behavior described here, open **Advanced controls** and choose **Automatic cancellation**. Set **Cancel if still below minimum, hours before the start** to the cutoff, from 0 to 720 hours. The team review must happen before that cutoff; by default it happens 24 hours earlier. Existing proposed classes retain their automatic-cancellation choices. Courses do not have this setting: a course always runs as a whole run. See [Minimum bookings and Inbox decisions](/help-center/booking-settings#minimum-bookings) for the setup and **Run anyway** action. How the time is sold: - Until a proposed session has its first booking, its teacher and room can still be booked for other offerings at that time. - The first sale takes the time. Once the session has a booking, the other offerings are no longer available then, even while it is below its minimum. - If another offering sells first, the proposed session is hidden from customers and cannot be booked. At the cutoff, a session that reached its minimum is confirmed and its **Runs if** card says **Confirmed: it reached its minimum**. A session below its minimum is cancelled the same way as archiving it: pass, class pack and membership uses go back to the customers, and they are told the class is cancelled. See [Cancelling and Deleting Class Sessions](/help-center/cancel-and-delete-class-sessions) for what happens to each booking. To change one session, open it and select **Change** on its **Runs if** card. Leave the minimum empty to follow the class, or enter **0** so the session always runs. The cutoff limits what you can change: - A new proposal, on the class or a session, applies only to sessions whose cutoff is still ahead. Sessions already inside their cutoff keep what they had. - A session cannot be proposed once it is inside its cutoff. - After its cutoff, a session can only be set to always run. - A new session, or one moved to a time already inside its cutoff, always runs. ### Class tags **Tags** are internal labels used by business workflows such as reporting and instructor pay. They are not a substitute for public **Categories**. Add a tag only when it has a clear purpose for your business; customers do not use tags to browse classes. ## Publishing classes ### Setting up the schedule In **Schedule**, choose **Create Series** for the first schedule. Set the dates, start and end times, instructor, location and resource where required. Review the preview before saving. You can extend a recurring series later from the same section. Before creating the series, Naayya checks each date against the teacher's and room's other bookings. If any date clashes, **Review scheduling conflicts** lists each one. It covers another class, course session or appointment for the same teacher or room, and dates in the teacher's time off or a closure. No dates are skipped: select **Go back** to change the schedule, or confirm to create every date. Only people who can [book anyway](#double-bookings-book-anyway) can create dates over a clash. Those dates are kept as double bookings and show a **Clash** badge; see [Double bookings](#double-bookings). If **Create series**, **Create another series** or **Extend series** is unavailable, the Schedule section lists what is missing under **Finish setup to schedule sessions**, for example **Choose a teacher.**, **Choose a location.** or **Choose a resource.** Select an item to open the setting that fixes it. ### Configuring pricing Review **How it's sold** on the class page. The available purchase options depend on the class type: a standard class, workshop and course are sold differently. Check that the intended price or linked offer is shown before publishing. For class packs and passes, see [Class Coverage for Products](/help-center/linking-products-to-classes). ### Going live A new class starts as a draft. Once its setup is ready, select **Publish** on the class page or list. If something is missing, **Finish setup to publish** lists every missing item, and each one opens the setting that fixes it. The Schedule menu (the plus button) can also offer **Publish** for draft sessions. Review the class on its public page after publishing: a saved schedule alone does not make a draft bookable. ## Double bookings A teacher and a room can only be booked once at a time. Naayya refuses to save a class session that overlaps another class, course session or appointment for the same teacher, co-instructor or room. It also refuses a session that falls in the teacher's time off or a closure. Classes in different rooms at the same location can run at the same time. ### Book anyway Sometimes you want a double booking. Where Naayya can keep one, a refused save opens **Double-book this time?**. It lists what the change clashes with: the booking, the teacher or room, and the time. Select **Cancel** to leave everything as it was, or **Book anyway** to save and keep both bookings. **Book anyway** is offered when you: - Move one class session or one appointment on the calendar. - Change a session's date and time, or its room, on the session page. - Change a session's instructor with **Substitute for this class**. It is not offered for a series move on the calendar, **Substitute for selected dates**, **Permanent from here on**, or a teacher or room change in the class settings. Those changes show the clash and save nothing that clashes. When a class-level change is refused, the message says what was saved, for example **The class's room was not changed. The teacher change was saved.** Owners, managers and staff who can book appointments from admin can book anyway. Content managers and instructors see the clash but cannot book anyway. Customers never can. ### The Clash badge Every class session and appointment kept over a clash shows a **Clash** badge on the admin calendar. The badge stays on both bookings until one of them moves or is cancelled. When any clashes are open, the calendar toolbar counts them, for example **2 double-booked**. ## Troubleshooting **The class is not visible:** Check the selected business, the class's draft or published status, its schedule and its public visibility setting. **There is no booking option:** Check that an upcoming session is live and that **How it's sold** has a purchase option that applies to it. **A schedule will not save:** Check the required instructor, location, resource, dates and times, then read the error shown by the form. **I cannot create a series:** Read the list under **Finish setup to schedule sessions** and choose the teacher, location or resource it names. **A save says the teacher or room is already booked:** Another class, course session or appointment holds that time, or it falls in time off or a closure. Choose another time, teacher or room. If you mean to double-book, use **Book anyway** where it is offered; see [Double bookings](#double-bookings). **A proposed session disappeared for customers:** Another offering sold its time first, or the session was below its minimum at its cutoff and was cancelled. Check the teacher's and room's bookings at that time on the calendar. **A session has more places than its room holds:** The class or the session has its own size. Check the **Class size** row and the session's **Places** card. **A location or resource change was refused:** The message gives the reason and says whether the class kept its previous value. When it says the change may not have saved, reload the page to check before trying again. ## Best practices Start with the name, class type and planned run. Add the instructor, location, class size, schedule and purchase option before sharing the public page. Check one customer booking path for the exact class you plan to sell. ### One class with multiple sessions vs. separate classes Use one class with several scheduled sessions when they share the same description and offering. Create separate classes when customers should see different listings, such as two workshops with different names or images. Classes of different sizes can share one room: set each class's size rather than adding the room twice. A course is a defined run whose purchase and booking behavior differs from separate workshop sessions; compare the [formats](/help-center/workshop-vs-course) before setting one up. --- # Editing Future Class Instances Change the time, location or instructor for upcoming class sessions, or review archive options Canonical URL: https://www.naayya.com/help-center/editing-future-instances Category: events Last updated: 2026-09-19T07:25:00Z # Editing Future Class Instances Use **Edit Future Instances** to change several upcoming sessions of one class. It can update their time, location or instructor, or archive or restore sessions. It does not change the class's price, purchase options or description. ## Accessing edit future instances Open a class from **Admin > Classes**, then use its settings menu to select **Edit Future Instances**. You can also open a scheduled session and choose **Edit Future Instances** from its settings menu. ## How it works Choose one action, set a new value if needed, select the date range, and review the affected sessions before confirming. ### Step 1: Select an action Choose **Time**, **Location**, **Teacher**, **Archive** or **Restore**. The edit applies to sessions of the class you opened, within the date range you select. ### Step 2: Set the new value For **Time**, enter the new start and end times. For **Location**, choose the destination location and check any required room or space assignment. For **Teacher**, choose the new instructor. **Archive** and **Restore** do not need a new value. ### Step 3: Choose the date range The first date defaults to today. Set an end date for a bounded period, or leave it as **No end date** to include all future sessions from the first date. The page shows the affected count and a preview of the dates. Check the count before continuing. ### Step 4: Confirm and apply Select the action button, then read the confirmation dialog and confirm. For a time change, check the result message and review any session the update rejects or reports as a conflict. Return to the schedule and verify the dates that matter to you. ## Booking warnings The page checks affected sessions for existing bookings and displays warnings. Review those bookings before changing a time, location or instructor. ### Customer communication required The bulk edit does not automatically notify booked customers about a changed time, location or instructor. Contact affected customers yourself and verify the updated session details before sending them the new information. ### Archive blocked On **Edit Future Instances**, **Archive** is unavailable when affected sessions have bookings. Review and resolve those bookings before attempting that action. This is separate from the Schedule section's multi-select **Archive**, which has its own cancellation warning and outcome. ## Common scenarios ### Changing a teacher's schedule Choose **Teacher**, select the replacement instructor, set the date range and confirm. Review the affected sessions and contact customers with bookings. For substitutes and instructor assignments, see [Teacher Assignments](/help-center/teacher-assignments). ### Moving classes to a different location Choose **Location**, select the new location and confirm the date range. Check any required room or space and tell booked customers where to go. ### Archiving cancelled classes Choose **Archive** and review the affected dates. If the page blocks the action because bookings exist, resolve those bookings first. Archiving hides sessions from customers; it is not a way to notify them about a cancellation. ### Restoring archived sessions Choose **Restore**, set the date range and confirm. Review the schedule and customer visibility after restoring a session. ## Bulk archive from the Schedule section The class's **Schedule** section also lets you select several sessions and choose **Archive**. This is a different action from **Edit Future Instances**. It can affect sessions that already have bookings, so read its confirmation carefully. ### Selecting multiple sessions In **Schedule**, select the checkboxes beside the sessions you intend to archive. The action bar shows the number selected. Select **Archive**, then review the confirmation before continuing. ### What happens to bookings If selected sessions have confirmed bookings, the confirmation warns that those bookings will be cancelled and customers refunded and notified by email. Check the final result and the affected bookings after the action. Do not assume every payment returns to the same method or that every notification was delivered without checking its outcome. If you need to reschedule people or choose a different resolution for their bookings, handle that before archiving. For one session that only needs to stop new bookings, use [Close bookings](/help-center/closing-bookings). ## Important notes - Check the selected date range and affected count before confirming. - Changes to time, location or instructor do not send customer notifications automatically. - An archive in **Edit Future Instances** is blocked by existing bookings; a Schedule multi-select archive shows a separate cancellation warning. - Review the result and the customer-facing schedule after each bulk change. --- # Managing, Extending, and Deleting Class Series Learn how to manage, extend, archive, and delete class series from your studio Canonical URL: https://www.naayya.com/help-center/managing-class-series Category: events Last updated: 2026-10-11T09:14:23Z # Managing, Extending, and Deleting Class Series A class series is a recurring class with a run of scheduled sessions. This guide covers the current controls for managing a series, adding future sessions, archiving it, and removing eligible sessions. Courses also have a schedule, but their sales setup is different. For that distinction, see [Workshop vs Course: Which One Should You Use?](/help-center/workshop-vs-course). ## Accessing class series settings 1. Go to **Admin > Classes**. 2. Open the class series you want to manage. 3. Open the three-dot menu in the top right. The menu includes **Class Settings**, **Edit Group Details**, **View Schedule Patterns**, **Edit Future Instances**, and **Extend Series**. Archive controls are in the same menu; an archived series shows **Restore Series**. ## Filtering classes The Classes page provides filters to help you find a class series. ### Active and archived tabs At the top of the Classes list, switch between: - **Current**: classes in the current list, including rows marked **Draft** when they are not published. - **Archived**: classes that have been archived. Use the tab that matches the status you need to manage. The current product labels these tabs **Current** and **Archived**. ### Category filter Use the category and class type filters on the Classes page to narrow the list. Category chips use the color assigned to each category. To manage categories and their colors, go to **Admin > Settings > Offerings > Categories**. ### Show archived in calendar Archived classes are not shown on **Admin > Calendar**. To find an archived series, go to **Admin > Classes** and open the **Archived** tab. ## Editing series details You can edit the series name and subheading directly from the class page: 1. Open the class series. 2. Select the pencil control beside the series name or subheading. 3. Update the text. 4. Select **Save** in the inline editor. ## Series end indicator The class page shows a badge for the series end date. The current labels include: - **Ends [date]** when the series has a future end date. - **Ends in X days** when the end is within the next 14 days. - **Series ended [date]** when the end date has passed. When a series is nearing its end, use **Extend Series** if you want to continue its schedule. ## Extending a series You can add future classes to a recurring series from its class page. ### Steps to extend 1. Open the class series. 2. Open the three-dot menu in the top right. 3. Select **Extend Series**. 4. If the series has more than one schedule pattern, select the pattern to continue. 5. Choose whether to add a number of occurrences or extend through an end date. 6. Review the preview, including any conflicts shown by the dialog. 7. Select **Add N classes** to create the displayed sessions. The extension continues the selected recurring pattern forward. If the dialog asks you to complete missing class setup or resolve a conflict, do that before confirming. ### Quick extend from schedule patterns You can also extend one pattern from the schedule patterns view: 1. Open the three-dot menu on the class series. 2. Select **View Schedule Patterns**. 3. Find the pattern you want to continue. 4. Select **Extend this pattern** and complete the extension dialog. ### What gets created The preview shows the sessions that will be added and the pattern used for them. Review the dates and any conflicts before confirming. The extension adds sessions going forward; it does not fill in earlier dates. ## Archiving a class series Archiving changes the series to an archived state in the admin list. The current class page provides a restore action for an archived series. Archiving every live class is also what lets you switch **Classes** off in **Admin > Settings > Offerings**. See [Switch offerings on and off](/help-center/offerings-settings). ### When you can archive The **Archive Series** action can be unavailable while future occurrences still need to be archived or cancelled. If the menu shows **Archive or cancel future occurrences first**, resolve those future occurrences before trying again. ### A class that a program sells A class that a program sells is archived with its program. Its menu shows **Archive program** instead of **Archive Series**. Archiving the program archives the program, its classes, and their upcoming sessions together. Past sessions stay in your history. You can archive a program only when nobody has an upcoming booking, waitlist entry, or enrollment in it. Otherwise **Archive program** is unavailable and says what is in the way, for example **Can't archive: 2 upcoming bookings**. Archiving never cancels a booking: cancel those bookings first, or keep the program until its season ends. You can also archive a program from **Admin > Programs**: open the program's row action menu and select **Archive**. To restore it, open the program and publish it again. Its classes come back, with any sessions that are still upcoming. ### Steps to archive 1. Open the class series. 2. Open the three-dot menu in the top right. 3. Select **Archive Series**. 4. Read the confirmation dialog. 5. Confirm the archive action. ### From the classes list You can also archive from the Classes list: 1. Go to **Admin > Classes** and open the **Current** tab. 2. Find the class series. 3. Open the row action menu. 4. Select **Archive** and follow the confirmation dialog. ## Restoring an archived series You can restore an archived series from the Archived list. ### Steps to restore 1. Go to **Admin > Classes**. 2. Open the **Archived** tab. 3. Open the series you want to restore. 4. Open the three-dot menu in the top right. 5. Select **Restore Series**. 6. Confirm the restore action. ### From the classes list You can also restore directly from the Classes list: 1. Open the **Archived** tab. 2. Find the series. 3. Open the row action menu. 4. Select **Restore** and follow the confirmation dialog. ## Deleting sessions Deletion works per session. In the class page's **Schedule** section, select sessions with the checkboxes and choose **Delete** from the action bar. Read the confirmation dialog before continuing: the current dialog identifies which selected sessions are eligible for deletion. ### When you can delete The Delete action is available only for sessions the current dialog marks as eligible. Check the selected dates and the warning before confirming. ### When you cannot delete Sessions with booking history can be blocked from deletion. If a selected session is blocked, follow the action available in the class page instead of trying to delete it. ### Before deleting Deletion is permanent in the current confirmation dialog and cannot be undone. If you may need a session later, consider archiving the series instead. To stop extending one recurring pattern, open **View Schedule Patterns** and select **Archive pattern** and confirm. An archived pattern offers **Restore** when you need to use it again. ## Archiving vs deleting Use **Archive Series** when you need a reversible status change and may want the **Restore Series** action later. Use **Delete** only when the selected sessions are eligible and you are sure you do not need to recover them. The two actions operate at different levels: - **Archive Series** changes the series state and is paired with **Restore Series**. - **Delete** removes selected eligible sessions permanently. ## Common questions **Why don't I see the archive option?** The archive action can be unavailable while future occurrences still need to be archived or cancelled. Check the message beside the disabled action, resolve those occurrences, and try again. **How do I find an archived class?** Go to **Admin > Classes** and select the **Archived** tab. **Why is the delete option blocked for some sessions?** The current product blocks deletion for sessions with booking history. Check the Schedule selection and use the action available for that session. **Can I recover deleted sessions?** No. The current delete confirmation says the action cannot be undone. Use archive when you may need the schedule later. **How do I add sessions using one recurring pattern?** Open the class series menu, select **View Schedule Patterns**, and choose **Extend this pattern** for the pattern you want to continue. --- # Set up online classes and appointments Add a meeting link to an online location, use a different link for one class, class session or appointment, and see what customers receive. Canonical URL: https://www.naayya.com/help-center/set-up-online-sessions Category: events Last updated: 2026-10-18T00:00:00Z # Set up online classes and appointments You create the meeting in your own meeting service, such as a video call, and paste its link into Naayya. Customers are not sent that link. Each booked customer gets their own **Join** link instead, and it opens your meeting from 15 minutes before the booking starts until it ends. Your team can see the meeting link. See [Join an online class or appointment](/help-center/join-online-session) for the customer side. Owners and managers can add and change meeting links. ## What makes a class or appointment online A class or appointment is online when its location is an online location. Create one in **Admin** > **Settings** > **Locations** and choose **Online**. See [Manage Locations and Resources](/help-center/managing-locations#create-a-location). - **A class:** choose the online location as the class's **Default location**. To move upcoming sessions there, use **Edit Future Instances**. See [Creating Classes](/help-center/creating-events) and [Editing Future Class Instances](/help-center/editing-future-instances). - **An appointment:** it is online when it is booked at an online location, for example when its service reserves the resource that belongs to that location. See [Manage Resources for Services](/help-center/appointment-resources). Customers see **Online** instead of an address for these bookings. Cancelling a booking, or cancelling the class, ends its Join link. ## Add a link to an online location 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the online location, open the location's actions menu and select **Edit**. 3. In the **Online meeting link** card, paste the link from your meeting service. It must start with `https://`. 4. Select **Save meeting link**. **Meeting link saved** confirms it. The card has its own **Save meeting link** button. It is not part of **Save Changes** for the location's other details. This link is the default for every class and appointment at the location. **Open meeting** opens the link your customers will reach, so you can check it. ## Use a different link for one class, one session or one appointment Each of these has its own **Online meeting link** card. It appears only when the class, session or appointment is at an online location. - **A class:** go to **Admin** > **Classes** and open the class. The card is at the top of its **Settings** section. The link applies to every session of the class. - **One class session:** open the session from the class's schedule. The card is on the session page. - **An appointment:** go to **Admin** > **Bookings**, choose the **Appointments & resources** tab, open the row's actions menu and select **Meeting link**. For one person the link belongs to that booking. For a group appointment it is one shared link for everyone in the group. Customers get the first link that exists, in this order: | Booking | Order | | --- | --- | | A class | The session's link, then the class's link, then the location's link | | An appointment | The appointment's link, then the location's link | To go back to the next link in the order, clear the field and select **Save meeting link**. Changes apply at once, including for customers who already booked and already have their Join link. ## Check before it starts When no link applies, the card shows **Add a meeting link before the online session starts.** A customer who selects **Join** then sees "The business has not added a meeting link yet. Please contact them." Add and save the link before the booking's Join opens, 15 minutes before it starts. ## What customers and instructors receive - **Customers:** **Online** replaces the address on the class confirmation page, in booking confirmation and reminder emails and in calendar entries. **Join** is on the confirmation page and in **Account** > **Activity**, and in the confirmation emails and the reminder emails sent the evening before, for classes and appointments. It is also in the email that tells a customer the waitlist booked them into a class. - **Starting soon:** about 15 minutes before an online class or appointment starts, Naayya emails the customer a **Join** button. It is on by default. The **Online session starting soon** row in **Admin** > **Settings** > **Messages** controls it. See [Notification Settings](/help-center/notification-settings). - **Text and WhatsApp:** confirmation and reminder messages say the booking is online and keep their usual wording. Where they have a link, it opens the customer's booking or appointments list, where **Join** is. - **Instructors:** the instructor class reminder, sent about 6 hours before the class, shows **Online** with a link that opens the meeting, so the instructor can open it. --- # Teacher Assignments on Class Instances Learn how instructors are assigned to classes, how to change one or more sessions, and how substitutes appear. Canonical URL: https://www.naayya.com/help-center/teacher-assignments Category: events Last updated: 2026-09-19T00:00:00Z # Teacher Assignments on Class Instances A class has a default **Instructor**. New sessions inherit that instructor, and you can override the instructor for an individual session or a range of sessions. ## How teacher assignments work The **Instructor** in class settings is the default for new sessions. Open a class session from the class details page to review its current instructor or change the assignment. ### Scheduled teacher vs actual teacher The product labels this field **Instructor**. In practice, the class default and the instructor on a session can differ: - The class default is inherited by new sessions. - A session can use a different instructor. Class details can show **Class default** when the session has an override. - You can add **Additional instructors** and choose **Co-instructor**, **Assistant**, or **Guest** for their role. The visible product label is Instructor even when a session is covered by someone else. ## Changing the teacher on a class Open the class session details and select **Change** next to **Instructor**. Choose the assignment scope that matches the change you need. ### What happens when you change a teacher The change flow offers: - **Substitute for this class** — changes only the current occurrence. - **Substitute for selected dates** — changes the current occurrence through an end date. - **Permanent from here on** — applies the new instructor to future occurrences. After saving, review the class default and upcoming sessions to confirm the intended scope. You can also add additional instructors to the assignment and choose their role. ### When to change a teacher Choose the scope that matches your situation: - **One-time coverage**: select **Substitute for this class**. - **Coverage across a range of dates**: select **Substitute for selected dates** and set the **Through date**. - **A permanent schedule change**: select **Permanent from here on**, then review the class default and upcoming sessions after saving. ## Substitute teachers When an instructor temporarily covers a class, use one of the **Substitute** options in the change flow. ### How substitutes differ from reassignments | Change option | Result | |----------|----------------| | **Substitute for this class** | Changes one class session. | | **Substitute for selected dates** | Changes sessions through the selected end date. | | **Permanent from here on** | Applies the new instructor to future occurrences. Review the class default and upcoming sessions after saving. | ### Substitute tracking In class details, a substituted session can show **Sub · Substitute for [instructor]**. You can: - See the instructor assigned to the session and the instructor being covered. - Select **Restore [scheduled instructor]** to return the session to its scheduled instructor. ## Impact on payroll If your pay setup depends on the instructor assigned to a class, confirm how your business records a change before relying on it for pay. ## Bulk teacher changes To change the teacher for multiple future instances at once: 1. Open the class from **Admin > Classes**. 2. Open the class settings menu and choose **Edit Future Instances**. 3. Select **Teacher**. 4. Choose the **New teacher**. 5. Set the date range and confirm the change. See [Editing Future Class Instances](/help-center/editing-future-instances) for the complete guide on bulk changes. ## Common questions **Can I change only one class session?** Yes. Select **Substitute for this class** in the change flow. **Can I change a range of dates?** Yes. Select **Substitute for selected dates** and set the **Through date**. **What if the change is permanent?** Select **Permanent from here on**. After saving, review the class default and upcoming sessions to confirm the intended scope. **How do I restore the scheduled instructor?** In the class session details, select **Restore [scheduled instructor]** when that option is available. **Are customers notified automatically?** The change flow does not state that it sends a customer notification. If a change affects booked customers, notify them through your usual process. --- # Waitlists for Classes Turn on class waitlists, choose how open spots are offered, and explain what customers need to join Canonical URL: https://www.naayya.com/help-center/waitlists Category: events Last updated: 2026-10-21T12:45:44Z # Waitlists for Classes Read [the Spanish customer guide to waitlists](https://www.naayya.com/help-center/es/waitlists). A waitlist lets customers express interest when a class session is full. Joining the list is not a confirmed booking. What happens when a place opens depends on the **Waitlist mode** you choose. ## Enable waitlists Go to **Admin > Settings > Booking > Waitlist** and turn on **Enable waitlist**. Then review **Waitlist mode**, **Waitlist size limit**, **Offer expiry (minutes)** and **Cutoff before class (minutes)**. The expiry is for a **Double opt-in** offer; the cutoff stops new offers near class start. The **Class booking window** also governs when people can join or be promoted. **Class minimum notice** defaults to **2 hours** before class start, while **Class booking horizon** defaults to **No limit**. The earlier closing limit applies; an offer ends by the class notice boundary even when its normal expiry would be later. ## Waitlist modes ### Double opt-in The next eligible person can be offered the place and must confirm within the offer window. If the offer expires, another person may be offered the place. Customers choose a valid booking method before joining in this mode. An offer is not a booking until it is confirmed. If the class booking window changes while an offer is open, confirmation may close and the customer remains on the waiting list for a later eligible promotion. ### Auto-add The next eligible person can be booked when a place opens. Customers choose a valid booking method before joining because this mode may book them without another confirmation step. Check the terms you show customers before using it. ### Notify all People on the waitlist can be notified together. The first person who completes a booking gets the place. Customers can join this mode without selecting a booking method, but they still need an eligible way to book when a place becomes available. ## How customers experience it On a full, published class session with waitlists available, a signed-in customer can see **Join waitlist**. In **Double opt-in** and **Auto-add**, they must select a booking method first; if they have none, the page offers **View packages**. A customer on the list can see **Leave waitlist** on the class page. The visible options depend on the class, waitlist cutoff, class booking window, capacity and mode. ## Closing bookings on a class Closing bookings on one session blocks new bookings and waitlist joins for that session. See [Closing bookings on a class](/help-center/closing-bookings) before using the control. ## Notifications The selected mode determines whether a customer is offered a place, added to a booking, or invited to book. Check the actual customer notification and booking result when setting up a time-sensitive waitlist. A configured channel is not proof that a message was delivered. ## Best practices for studios Choose the mode before you promote a class. Explain whether customers must confirm an offer, may be booked automatically, or will compete for the next place. Set an offer window and cutoff that give people time to respond, and check them against the class minimum notice. ## Troubleshooting **Join waitlist is missing:** Check that waitlists are enabled, the class session is full and published, bookings are open, the waitlist has room, the cutoff has not passed, and the class booking window is open. **A customer cannot join:** In **Double opt-in** or **Auto-add**, check that they are signed in and have a booking method that applies to this class. In **Notify all**, a method is not required just to join. **An open place has not become a booking:** Check the selected mode and whether an offer still needs customer confirmation. Inspect the session's current bookings and waitlist rather than assuming a notification completed the booking. --- # Workshop vs Course: Which One Should You Use? Choose between session-by-session workshop bookings and a whole-run course enrollment Canonical URL: https://www.naayya.com/help-center/workshop-vs-course Category: events Last updated: 2026-10-03T19:00:00Z # Workshop vs Course: Which One Should You Use? When an offering includes one or more scheduled sessions, choose the class type that matches how you want customers to take part. A **Workshop** is a special or one-off group session. A **Course** is a term or multi-session run sold as one whole course. The short version: choose a **Workshop** when customers choose and book sessions individually. Choose a **Course** when one enrollment should cover the whole run. ## Quick comparison | | Workshop | Course | |---|---|---| | Best for | A special or one-off group session, including a short intensive | A term or multi-session run | | Customer flow | Customers book each session separately when the workshop is covered by a class pack | Customers enrol in the whole run | | Whole-run setup | Use a class pack with one credit per session and connect it explicitly to the workshop | Use **How it's sold** > **Whole run** | | Single-session tickets | Use the **Drop-in** sales section for a single class | Optional setting: **Whole offering + single-session tickets** | ## Use a workshop when Pick a workshop when the individual dates can be chosen separately. Good fits: - A special or one-off group session - A weekend intensive where customers choose the sessions they want to attend - A multi-session workshop sold with a pass and one credit per session For a multi-session workshop, create a class pack with one credit per session and connect it only to the workshop. Customers then book each session separately. Buying the pass does not reserve the sessions automatically. For the setup steps, see [Creating Bundles & Packages](/help-center/creating-bundles). ## Use a course when Pick a course when the term or run is the offering and customers should enrol in it as a whole. Good fits: - A multi-week class that builds from session to session - A school term with a defined set of sessions - A run where one enrollment should cover every included session The current Course setup describes one purchase as covering every session of the term. A course uses the **Whole run** sales section rather than the workshop pass flow. ### Creating a course The current admin UI does not provide a reachable standalone pricing flow from a new draft. On a draft course, **Set course price** is disabled until the course is published, while publishing requires an enrollment price. Do not use these controls as a fresh standalone-course setup path until your studio's flow is verified. If the course is sold through a **Program**, use the program's own setup. The course page shows that sales channel and says that the class needs no product of its own. ### Course enrollment settings On the course page, open **How it's sold** > **Whole run** and select **Edit enrollment terms**. The current **Course enrollment** dialog includes: - **Purchase mode**: choose **Whole offering** or **Whole offering + single-session tickets**. - **Package holdback**: set how many seats are reserved on each course session for whole-offering purchases. The dialog describes course enrollment as covering the whole course and reserving each session at once. Review the options shown for your course before saving them. ## What courses cannot do A course's **Whole run** setup is not the same as a workshop pass. A workshop pass does not reserve sessions when it is purchased; customers book its sessions separately. Use a workshop when that session-by-session flow is the goal. If you want a course to offer individual tickets as well as the whole course, check **Purchase mode** for the current **Whole offering + single-session tickets** option. ## Find who is enrolled Everyone enrolled in a course or program is listed on the **Enrollments** tab of **Admin > Programs**. Enrollments is a tab of Programs, not a sidebar entry of its own, and an old link to the Enrollments page opens this tab. If Programs is switched off, the **Programs** entry is hidden from the sidebar, and the tab with it. Staff with the **Manage Bookings** permission can still open it at `/admin/programs?tab=enrollments`, or an owner or manager can switch Programs on; see [Switch offerings on and off](/help-center/offerings-settings). The tab shows one row for each enrollment, with these columns: - **Purchaser** and **Attendee** - **Class or program** - **Bought as** - **Status**: **Active**, **Completed** or **Cancelled** - **Installments** and **Next installment** - **Enrolled** Search by purchaser or attendee, or filter by class, program or status. A course's page links here with **Open in Enrollments**, filtered to that course. Each row has an action menu. It opens the customer, the class or the program. To cancel, use **Cancel on the session roster** for a course bought directly, or **Review cancellation requests** for a program purchase, which opens the **Cancellations** tab. Owners and managers see four tabs on Programs: **Programs**, **Archived**, **Enrollments** and **Cancellations**. Staff who are not owners or managers but have the **Manage Bookings** permission see Programs with the **Enrollments** tab only. ## Still not sure? Ask what the customer should choose at checkout: - If customers should select individual dates and spend a credit per booking, use a **Workshop**. - If customers should enrol in one defined run with every session included, use a **Course**. ## Common questions **Can I change a class from a workshop to a course later?** The current Class Settings page can lock **Class type** when the class has connected products or customer activity. Choose the type before you build the sales setup, and follow the lock message if the control is unavailable. **Does buying a workshop pass reserve every session?** No. The current workshop guidance says customers book every session separately, one credit per booking. **What does Whole run mean for a course?** The current **Whole run** section says that one purchase covers every session of the term. **Can a course offer single-session tickets?** The current **Course enrollment** dialog has a **Whole offering + single-session tickets** purchase mode. Check the course's **Edit enrollment terms** control to see and choose the available mode. **Can I add more sessions to a course?** Use the series controls described in [Managing, Extending, and Deleting Class Series](/help-center/managing-class-series), then review the course's schedule and sales setup. ## Related articles - [Creating Bundles & Packages](/help-center/creating-bundles) - [Managing, Extending, and Deleting Class Series](/help-center/managing-class-series) - [Linking Products to Classes](/help-center/linking-products-to-classes) - [Creating Classes](/help-center/creating-events) - [Switch offerings on and off](/help-center/offerings-settings) --- # Create Services Set up the services customers book by choosing a time, with duration, pricing, and provider or resource assignments. Canonical URL: https://www.naayya.com/help-center/appointment-services Category: services Last updated: 2026-10-13T18:00:00Z # Create Services ## What are services Services are what customers book by choosing a time, such as a massage or court hire. A service time booked with a provider, for one person or a private group, is an appointment. A service time booked with no provider is named by its resource, such as a court booking. A service can use a provider, a resource, or both. Examples include: - Private training - Consultations - Massage or spa treatments - Personal coaching - Assessments - A court, lane or room that customers book on their own, with no provider Owners and managers set up services from **Admin** > **Services**. If **Services** is not in your sidebar, an owner or manager can switch it on in **Admin** > **Settings** > **Offerings**. See [Switch offerings on and off](/help-center/offerings-settings). ## What makes a service bookable Open the service detail page to see its **Setup checklist**. A service is ready to accept bookings when the checklist items that apply to it are complete: 1. **Active**: The service is visible to customers. 2. **Linked product**: An active service product or class pack is linked for customers to buy when booking. 3. **Providers assigned**: Required when a provider delivers each booking. 4. **Resources assigned**: Required when the service uses resources. 5. **Availability**: The service has hours customers can book, from the schedules of the providers or resources it uses. Your storefront and the Naayya app list an active service only when customers can buy a linked product, the providers or resources it needs are in place, and the service has hours customers can book. If you switch off every product linked to it, the service leaves your storefront, and the services tab on your storefront disappears when no service is left. The checklist then shows **Linked product** as missing. To fix it, turn a product back on, or link one that is active. Each missing item links to where you fix it, or says what to add. For resource schedules, see [Set Availability Schedules](/help-center/appointment-availability#set-resource-availability). A new service starts inactive. When the linked product and the providers or resources the service needs are in place, click **Activate** beside the status at the top of the page. If something is still missing, the service stays inactive and the missing rows are highlighted. An active service must keep these links: an edit that would remove the last product, provider or resource it needs is refused. ### When a service has no hours A service has hours when the schedules it uses have days and times set: - **A provider delivers each booking**: At least one assigned provider has a schedule. - **The service reserves resources**: Every resource under **All are reserved**, or at least one under **Customer picks one**, has availability of its own or follows its location's opening hours. - **Both**: The provider and the resources each have hours. A schedule that has ended does not count. A location's opening hours give hours to the resources in that location. They do not give a provider a schedule. Hours are not needed to activate a service. An active service with no hours is left off your storefront and the Naayya app, the same way as a service with no product on sale, and the services tab disappears when no service is left. In **Admin** > **Services**, owners and managers see **Not bookable** on the service's row. Hover it to see the reason, **No hours customers can book**. On the service detail page, the **Setup checklist** shows **Availability** as missing. To fix it, add days and times to the schedules the service is missing from the list above. The service is listed again as soon as it has hours. See [Set Availability Schedules](/help-center/appointment-availability). This is about the hours you offer, not the times that are left. A service whose times are all booked stays on your storefront. ## Provider-based vs resource-based Choose the requirements that match how the service is delivered: - **Provider-based**: Time slots use the schedules of providers who deliver the service. - **Resource-based**: Time slots use the availability of rooms, equipment, or other resources. - **Both**: A time is available only when an assigned provider and the required resource are available together. A court booked on its own is a resource-based service with no provider: the customer picks one court and the booking holds only that court. You set these choices under **Providers & availability** and **Resources & locations** on the service detail page. ## Create a new service 1. Go to **Admin** > **Services**. 2. Click **New Service**. 3. Enter a name in the **Create service** dialog. 4. Click **Create service**. Naayya opens the new service detail page, where you finish the setup. The setup rows each have an edit button that opens a dialog. Click **Save** in the dialog and the page keeps its place. 1. Set **Duration (minutes)** under **Details & media** and click **Save** beside it. It accepts values from 5 to 480 minutes. 2. Under **Providers & availability**, choose whether a provider delivers each booking, and which providers can. See [Assign providers to services](#assign-providers-to-services). 3. Under **Resources & locations**, choose the courts, rooms or equipment the service reserves. See [Link resources to a service](#link-resources-to-a-service). 4. Under **Pricing & linked products**, link the product customers buy to book it. See [Set pricing for your service](#set-pricing-for-your-service). 5. Under **Settings & intake form**, choose **Who can book**. See [Choose who can book](#choose-who-can-book). 6. Click **Activate** at the top of the page. ### Example: a court customers book on their own 1. Create a service named, for example, "Court booking 45 min", and set the duration to 45. 2. Edit **Resources** under **Resources & locations**, choose **Customer picks one**, and tick each court. 3. Edit **Provider** under **Providers & availability** and turn off **A provider delivers each booking**. A service without a provider must reserve a resource, so link the courts before this step. 4. Edit **Linked products** and tick the product that sells the booking. 5. Click **Activate**. Customers then see the times any court is free. They can pick a court or leave it to Naayya, and each booking holds one court: the one they picked, or the first one free at that time. See [How Customers Book Services](/help-center/how-customers-book#step-2-choose-a-court-or-room-optional). ## Share your booking page For the customer-facing booking steps, see [How Customers Book Services](/help-center/how-customers-book). Customers use your public booking page to browse services and choose a time. A service appears there only when its visibility and setup allow bookings. ### Find your booking page URL Your public booking page uses this path: ``` https://www.naayya.com/s/your-business-slug/appointments ``` Replace `your-business-slug` with your business's public slug. You can share the page on your website, in email, on social profiles, or directly with a customer. ### Where to share your booking link - Add a **Book Now** button to your website. - Include the page in email signatures and newsletters. - Share it on social profiles. - Send it directly to customers by email or text. - Add the URL to printed material or a QR code. ## Set pricing for your service Each service needs a linked product before customers can book it: a service product, or a class pack. On the service detail page, find **Linked products** under **Pricing & linked products** and click edit. In the **Linked products** dialog, tick the products customers can buy to book this service and click **Save**. When you link more than one, choose **Make default** on the product customers pay with unless a shared link names another. If you have no product yet, use **Create a service product**. ### Use one class pack for classes and this service The **Linked products** dialog also lists your class packs. Link one, and the same pack books both the classes it covers and this service, from one balance. Each class place, and each person booked into a service, takes one use. For example, a 10-use pack for a partner class can also book a personal training appointment when the partner cannot come. - Only class packs with more than one use can be linked. Drop-ins and unlimited passes cannot. While a pack is linked to a service, you cannot change it into a drop-in or an unlimited pass; unlink it first. - A customer can spend a pack they already hold. To let customers buy the pack while booking this service, choose **Make default** on it, or share a link that names it. Buying it while booking spends one use for each person booked. - The pack keeps its own expiry. A booking cancelled within the service's cancellation policy returns its uses to the same pack. - On your public products page, the pack shows its uses, for example "10 uses". Its product page also names the services it covers that customers can see. A product's availability depends on the service it is linked to. If a customer has a product but cannot use it for a service, check that the product is linked to that service. ## Assign providers to services Under **Providers & availability**, edit **Provider** to open the **Provider** dialog: - **A provider delivers each booking**: Leave this on for services such as a massage or a coaching lesson. Turn it off when customers book a court, lane or room on its own. A service without a provider must reserve at least one resource. - **Providers**: Tick the team members who can deliver the service. A provider service needs at least one before it can be activated. - **Customers choose their provider**: When this is on, customers pick from the ticked providers during booking. When it is off, an available provider is assigned for them. Click **Save**. The **Settings & intake form** section then shows **Provider selection** as **Customer can choose** or **Assigned provider**. For provider schedules, see [Set Availability Schedules](/help-center/appointment-availability#set-provider-availability). ## Configure buffer times The service detail page shows **Buffer before** and **Buffer after** under **Settings & intake form**. These values reserve time around an appointment for preparation, cleanup, or other work. Review them when you check that appointments fit your operating schedule. ## Add service images Service media appears in **Details & media** on the service detail page. Review the media there to confirm customers will see the right image for the service. ## Link resources to a service If a service needs a court, room, piece of equipment, or another resource, edit **Resources** under **Resources & locations**. In the **Resources** dialog, choose how bookings use them: - **Customer picks one**: Customers choose one of the ticked resources when they book, like a court. Each booking holds only the one they picked. - **All are reserved**: Every booking holds all of the ticked resources at once, like a treatment room a provider works in. Tick the resources, grouped by location, and click **Save**. If the list is empty, add resources to a location first in **Admin** > **Settings** > **Locations**. Resources must also have usable availability. See [Manage Resources for Services](/help-center/appointment-resources) and [Set Availability Schedules](/help-center/appointment-availability#set-resource-availability). ### Set up combo services with multiple resources Some services need more than one resource at the same time. When the service requires multiple resources, each required resource needs availability for the same appointment time. For example, a service that uses a sauna and an ice bath can offer a time only when both resources are available. Choose **All are reserved** for these resources, and review each resource's schedule before sharing the service. ## Choose who can book Under **Settings & intake form**, the **Who can book** row shows whether a service is open to everyone or to members only. Edit it to choose: - **Everyone**: The default. Anyone can book it, within your business's booking window. - **Members**: Only people who hold one of the memberships or passes you tick can book it online. For each membership or pass you tick under **Members**, set two numbers: - **Days ahead**: How many days before a time its holders can book it. A new choice starts at 7 days. Enter a whole number from 0 to 365. - **Upcoming bookings at once**: The most upcoming bookings one person can hold for this service. Leave it empty for no limit. A members-only service needs at least one membership or pass, so **Save** stays off until you tick one. If you switch back to **Everyone**, Naayya keeps your choices, and choosing **Members** again brings them back. When you open a membership or pass from **Admin** > **Pricing**, its page lists the **Members-only services** it can book, with the days ahead and limit for each. You change these on the service, not on the membership. Customers see why they cannot book a members-only service before they pick a time. See [How Customers Book Services](/help-center/how-customers-book#members-only-services). Staff booking from admin can still book a customer the rule refuses, with a reason. See [View and Manage Appointments](/help-center/appointment-dashboard#create-a-booking-for-a-customer-book-a-customer-into-a-members-only-service). ## Let one booking hold a group Under **Settings & intake form**, the **People per booking** row shows how many people one booking of the service holds. A service holds **1 person** until you turn groups on. Edit the row to open the **People per booking** dialog, which lets one booking hold a private group, such as a lesson for two. 1. Turn on **More than one person per booking**. The group takes the whole time together, and the person who books pays for everyone. 2. Set **Fewest people** and **Most people**. Turning groups on suggests 1 and 2, so a booking holds one or two people. Raise **Most people** to take bigger groups, up to 50. **Most people** must be at least 2. **Fewest people** is the smallest group the service takes, and it cannot be more than **Most people**. 3. Click **Save**. The dialog tells you why a number cannot be saved before you click **Save**. A service that already holds a group keeps the numbers you saved. The price is charged once for each person, so a service priced at CHF 75 costs CHF 150 for a group of two. A service has no single price for the whole booking. The row then reads, for example, "Up to 2 people", "2 to 4 people" or "2 people", with the note that the price is charged for each person. To go back to one person, turn **More than one person per booking** off and click **Save**. Staff choose the people when they book from admin. See [Book a group](/help-center/appointment-dashboard#create-a-booking-for-a-customer-book-a-group). Admin shows each group as one appointment, and each person is checked in separately. See [Work with group appointments](/help-center/appointment-dashboard#work-with-group-appointments). For what customers see, see [How Customers Book Services](/help-center/how-customers-book#book-for-several-people). ## Deactivate a service To stop new customers from booking a service while keeping its setup: 1. Go to **Admin** > **Services**. 2. Use the service row's action menu and choose **Deactivate**. You can also click **Deactivate** beside the status on the service detail page. The service changes to **Inactive**. Choose **Activate** from the same menu, or click **Activate** on the detail page, when you are ready to make it available again. --- # How Customers Book Services Understand the customer booking experience from service selection to confirmation. Canonical URL: https://www.naayya.com/help-center/how-customers-book Category: services Last updated: 2026-10-21T12:45:44Z # How Customers Book Services Read [the Spanish customer guide to booking services](https://www.naayya.com/help-center/es/how-customers-book). ## The booking flow overview Customers book a service on your business's public booking page by choosing a time. A service time booked with a provider is an appointment. One booked with no provider, such as a court, is a court booking. The process guides them through selecting a service, choosing how many people are coming when the service allows more than one, and picking a time from several days shown side by side. When the service has several courts or rooms customers can choose from, they may pick one, or book any free one. ### Your booking page URL Your public booking page is located at: ``` https://www.naayya.com/s//appointments ``` The business can share this public booking page with customers. By default, the tab that lists your services is called **Appointments** when every service has a provider, the plural of the resource, such as **Courts**, when none has, and **Book** when some do and some do not, or when the resources are of different types. An owner can rename storefront tabs in **Admin > Settings > Storefront**, so customers may see another name. Help uses the standard words. ## Step 1: Select a service Customers start by browsing your available services: 1. Customer visits your business's booking page 2. Services display with name, description, duration, and pricing 3. Customer clicks on a service to start booking Only services that are available for booking appear to customers. Availability can depend on the service, provider, resource, and booking settings. ### Choose how many people If the service allows more than one person per booking, the booking page asks **How many people?** Customers choose a number from the service's fewest to its most people. The price shown is the price for each person. Services that take one person skip this question. See [Book for several people](#book-for-several-people). ## Step 2: Choose a court or room (optional) If the service lets customers pick one of several courts, rooms, lanes or other resources (**Customer picks one** on the service), the times show straight away for any of them. A row of choices appears above the times: **Any court** (or **Any room**, after the type of resource), then each one by name. **Any court** is chosen to start with. - **Any court**: the times shown are the times at least one court is free. When the customer picks a time, Naayya holds it with the first court free then, in name order, and the booking summary names that court. - **A named court**: the times narrow to that court, and the booking holds it. Two customers never get the same court for the same time: if another customer takes a court first, Naayya holds the next free one. A service with only one court to choose from shows no choice and books that court. ## Step 3: Choose a time Customers pick a time directly. Several days show side by side, five on a computer and three on a phone, with each day's free times listed underneath: 1. Customer sees each day with its free start times 2. Arrows show earlier or later days 3. Customer picks a time in one click When customers open a service without a chosen date, the first available day opens automatically. If they follow a link to a date with no free times, that date stays on screen and **Next available** shows the next date they can try. Opening a date never selects or holds a time. If your business page also has a services tab, Schedule links to it with that tab's call to action, such as **Book appointments** or **Book a court**, and keeps the customer's chosen date. Schedule continues to show classes and other dated sessions. Each day shows its first six times. **Show more times** lists the rest. The days follow the business's booking horizon. Customers cannot book beyond the available booking window. Times follow the service's availability and booking settings: provider availability for provider-based services, required resources, and the chosen court, or any court when none is chosen. Times that are no longer available are not shown. For a group, only times the whole group can take appear. The group shares one appointment, so the provider's time and any room or court are taken once. ### Choose a provider (optional) By default, the times shown are for **anyone** free. If the service lets customers choose a provider and has more than one, a row of choices appears above the times: **Anyone**, then each provider's photo and first name. Choosing a provider narrows the times to that person. When a customer picks a time with **Anyone**, the booking is made with a provider who is free at that time. A service with only one provider shows no provider choice. If provider selection is disabled, no choice appears and Naayya assigns an available provider. On a members-only service, times the customer's membership cannot book are greyed out and struck through instead of failing when they select them. For a signed-in member, hovering over such a time says why, for example "Opens" with the date when it is beyond their own booking window, or "After membership ends". See [Members-only services](#members-only-services). ## Step 4: Hold timer After a signed-in customer selects a time: 1. The slot is temporarily held for them 2. A countdown timer shows how long the hold lasts 3. They must complete checkout before the hold expires If the customer is not signed in, Naayya redirects them to login before holding the slot and returns them to the booking flow. If the hold expires before the customer starts paying by card, the slot becomes available to other customers. Hold duration is configured in your appointment settings. ### When the customer pays by card Once the customer starts paying by card, Naayya keeps the held time for that payment: - **While the payment is being processed**, they cannot choose another time or provider for this service. The booking flow says "Your payment is being processed", and the time is booked when the payment completes. - **A payment that completes after the hold ends** still books the time if it is still free. If the time is no longer free by then, the customer keeps the use they bought, to book another time, and your business is notified. - **A card checkout left without paying** is cancelled when the customer chooses another time, and the slot is released. If they leave without choosing another time, the unpaid checkout is cancelled about half an hour after the hold ends, and the slot becomes available again. ## Step 5: Choose how to pay When a service can be paid for in more than one way, the booking page lists them under **Ways to pay**, in this order: 1. **A pack the customer holds that covers the chosen time.** It shows how many uses it takes, for example "Uses 1 of your 9", and nothing is charged. 2. **Intro offers the customer can buy.** An intro offer limited to **Once Per Customer** does not appear for someone who has already bought it, and one limited to **New Customers Only** does not appear for someone who has already booked or bought at your business, including customers you imported from another platform. 3. **Single appointments**, with the one you made the default first. 4. **Packs**, cheapest per use first. The first option is chosen to start with, and the customer can choose another. The total follows the option chosen, and checkout charges that option. A pack the customer holds only appears once they pick a time, because it must still cover that time. Before signing in, customers see every option you sell, with intro offers marked **Intro offer**, and the first option that is not an intro offer is chosen. Once they sign in, which every booking needs, only the intro offers they can buy remain. If the option a customer chose stops being available, for example a pack with fewer uses left than people after they add someone, or an intro offer they cannot buy once signed in, nothing is chosen in its place. The list shows the remaining options, and they choose one before they continue. A link to the booking page that names a product, such as a shared link to an intro offer, chooses that option. If the customer holds a pack of that product that covers the time, the pack is chosen instead. The other options stay listed. Only products customers can buy online appear. A product you stopped selling, or one not sold online, is not offered. A service with one way to pay shows no list, only its price. ## Step 6: Complete checkout After the slot is held: 1. Customer reviews the booking summary (service, provider, the court or room the time is held with, date, time, price) 2. Continues with the booking flow For a group paying by card for one use, the summary shows the price for each person times the number of people, for example "CHF 75 × 2 people". A pack is charged once and takes one use for each person. The person who books pays for everyone. Booking a service requires an account. Account creation during this flow is not supported. ### Use a pack or pass If the customer chose a pack or pass they hold under **Ways to pay**, checkout books with that one and no card is charged. To buy something instead, they choose it under **Ways to pay**. If they chose to buy something, checkout charges that, and a pack or pass they hold stays one tap away. A group takes one use for each person. A pack with fewer uses left than people in the group cannot pay for that booking; the customer can pay by card instead. If an eligible pack or pass does not appear, check that: - The customer is logged in to the account that owns it - It is still active and has uses left - It is linked to the service they are booking ### Packs for services A pack for services holds a fixed number of uses, such as 5 massages. Its uses book only the services the pack is linked to. - **Bought with a booking**: When the product a customer pays with at booking is a pack, they receive the whole pack. The booking takes one use (for a group, one use for each person) and the rest stay on their account for later bookings of the services the pack covers. The pack must cover the service being booked. - **Bought from the Pricing page**: A pack appears on your public [Pricing page](/help-center/public-product-storefront) when at least one public, active service can use it. Its page shows how many uses it holds and names the services it covers. Customers buy it without choosing a time and receive every use to spend later when they book a service. Buying a pack needs a signed-in account. If a promotion brings the price to zero, the customer still receives every use. ## Confirmation details After successful booking, customers receive: - **Confirmation page**: Shows all booking details with a summary - **Account record**: The booking appears in the **Activity** area under **Appointments** The confirmation includes the service name, provider when the service has one, date, time, and selected location or resource when available. For a group, it lists everyone who is coming. The business may also configure email notifications. ## Book for several people When a service allows more than one person per booking, one customer can book one appointment for a private group, such as two friends sharing a duet lesson or a family lesson. Nobody else can join that time. 1. On the service, the customer answers **How many people?** 2. They pick a time the whole group can take. 3. **Who's coming?** asks for each person's first name. Last name, email and phone are optional. **I'm one of them** is ticked, so the customer counts as one of the people. To book only for other people, they untick it. 4. **Continue** holds the time for the group and opens checkout, where the customer pays for everyone. Each person in the group gets their own place on the appointment, so your team sees and checks in each person. The person who booked manages the whole group from their account. See [Appointments for several people](/help-center/customer-manage-appointments#appointments-for-several-people). Naayya never adds the people named in **Who's coming?** to your marketing. ## Members-only services A business can open a service only to members who hold certain memberships or passes (see [Create Services](/help-center/appointment-services#choose-who-can-book)). Customers are told why they cannot book before they pick a time: - **Not signed in**: A **Members only** notice lists the memberships and passes that can book the service and are on sale, with a **See pricing** link. It adds "Already a member? Log in to book." - **Signed in without a qualifying membership**: The same **Members only** notice and **See pricing** link. - **At the booking limit**: "You have the maximum number of bookings", with how many upcoming bookings they hold. They can book again once one has passed or been cancelled. - **Frozen membership**: "Your membership is frozen". They can book when it resumes. - **Membership payment due**: "Your membership has a payment due". They can book once it is paid. If a customer still selects a time that cannot be held, the message says why, for example that the time opens for booking on a later date, or that their membership ends before this time. Dates and times in these messages follow the customer's language. Services open to everyone, and class bookings, work as before. Rescheduling an existing booking is not affected by these messages. ## Booking requirements For a successful booking, customers need: - An account with your business, signed in before booking - Selection within the booking window (not too close to the start time, not too far out) Clear service descriptions and pricing help customers make informed booking decisions. --- # Manage Resources for Services Configure rooms, courts, equipment, and other resources that services need, to prevent double-booking. Canonical URL: https://www.naayya.com/help-center/appointment-resources Category: services Last updated: 2026-10-14T22:15:53Z # Manage Resources for Services ## What are resources Resources are physical or virtual spaces and equipment that a service may need. When a service uses a resource, Naayya checks that resource's availability before showing a time to customers. Resources are managed from business locations. For location setup, see [Manage Locations and Resources](/help-center/managing-locations). ## Create a new resource 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location where the resource belongs. 3. Open the location's three-dot actions menu and choose the add action, which names the type, for example **Add room** or **Add court**. For a portable or virtual resource that is not tied to a location, choose **New** (the plus button on a phone) in the **Portable & Virtual** section. 4. Enter the two details the window asks for: - **Name**: A clear identifier, such as “Treatment Room A”. - **Capacity**: Set how many seats or simultaneous uses the resource supports. 5. Check the hours line. A new resource shows **Uses location hours**. Click **Change** if the resource needs its own hours. The button then reads **Create and set hours**, and the resource's **Availability** tab opens right after it is created. 6. Open **More details** for anything else: - **Type**: Choose the category that best describes it. It starts as the type the location already holds classes in, otherwise the type that suits your business. - **Location**: Choose the location when the resource is not portable or virtual. - **Description**: Optional notes about the resource. - **Where**: Choose **Not specified**, **Indoor**, or **Outdoor** when relevant. - **Portable**: Turn on when the resource can move between locations. 7. Click the create button, which names the type, for example **Create room** or **Create court**. A resource added from the **Portable & Virtual** section also shows **Type** and **Location** up front. Creating a resource never fails because of its location's opening days. A location that is closed every day, or has no hours set, still accepts new resources. ### Set capacity to prevent double-booking Capacity is the number of seats the resource can support at one time. Use **1** for an exclusive room or a single piece of equipment. Use a higher value when several customers can use the resource at the same time. The resource list displays capacity as seats. Set it to match the real capacity of the resource and review it when the resource's use changes. ### Change the capacity of an existing resource 1. Go to **Admin** > **Settings** > **Locations**. 2. Expand the location and find the resource. 3. Open the resource's three-dot actions menu and choose **Edit resource**. 4. On the **Details** tab, change **Capacity**. 5. Click **Save Changes**. Review future availability after lowering capacity if the resource already has bookings. ## Resource types explained The resource editor currently offers these types: | Type | Example use | |------|-------------| | **Space** | Open area or studio floor | | **Room** | Private treatment or consultation room | | **Station** | Fixed position inside a shared room | | **Equipment** | Device or item needed for a service | | **Chair** | Individual service seat | | **Virtual** | Online room or meeting space | | **Court** | Dedicated sports court | | **Field** | Sports or training field | | **Lane** | Swim, bowling, or track lane | | **Pool area** | Aquatic or pool-side area | | **Other** | A category that does not fit the defaults | ### Real-world examples Choose the type that makes the resource easy for your team to recognize: - A private sauna room can use **Room**. - A device that can move between locations can use **Equipment** and **Portable**. - A salon position can use **Station** or **Chair**. - A tennis or padel surface can use **Court**. - A swim lane can use **Lane**. - An online consultation space can use **Virtual**. ### Decision framework - Choose **Room** for an enclosed, private area. - Choose **Space** for an open area used by several people. - Choose **Station** or **Chair** for separate service positions. - Choose **Equipment** when the item itself is the scheduling constraint. - Choose **Court**, **Field**, **Lane**, or **Pool area** for a specific sports or aquatic surface. - Choose **Virtual** for an online service. - Choose **Other** when no type fits. ### Class vs service behavior Services can use any resource type assigned to them. A service that requires resources is ready to accept bookings only when its resources and required availability are set up. Review the service's **Resources & locations** section and the resource schedule before sharing the service. ## Link resources to services On the service detail page, **Resources & locations** lists the resources assigned to the service and whether resources are required to generate bookable times. If the service uses a resource, make sure the resource is active and has availability. For the service setup checklist, see [Create Services](/help-center/appointment-services#what-makes-a-service-bookable). For resource schedules, see [Set Availability Schedules](/help-center/appointment-availability#set-resource-availability). ### Customer-selectable resources Some services let the customer choose from available resources during booking. This is useful when the customer needs a specific court, lane, room, or other place. The chosen resource must be available for the selected time. ## Manage resource availability To set or review a custom schedule: 1. Go to **Admin** > **Settings** > **Locations**. 2. Expand the location, open the resource's three-dot actions menu, and choose **Edit resource**. 3. Open the **Availability** tab. 4. Add or edit the weekly schedule and save the changes. A resource without its own hours follows its location's opening hours, and a change to the location's hours changes the bookable times of every resource that follows it. Days without an explicit resource schedule take the location's hours for that day. For closure dates or maintenance windows, use the **Closures** tab. See [Set Availability Schedules](/help-center/appointment-availability#set-resource-availability). ## Deactivate a resource Deactivating a resource stops new use only. Existing bookings and classes keep working, and classes that already use the resource keep scheduling and moving their sessions there. The resource is no longer offered for new classes or services. 1. Go to **Admin** > **Settings** > **Locations**. 2. Expand the location, open the resource's three-dot actions menu, and choose **Edit resource**. 3. On the **Details** tab, find **Active** and click **Deactivate**. Deactivate takes effect at once, so there is nothing to save. You can also open the resource's actions menu on its row and select **Deactivate**. To take bookings again, click **Activate** in the same places. The resource remains in your locations list with its saved details and schedule. If you try to use a deactivated resource for something new, Naayya names it, says nothing was changed, and suggests activating it in Locations settings or choosing another. ## Delete a resource Naayya uses **Archive** to remove a resource from active booking: 1. Go to **Admin** > **Settings** > **Locations**. 2. Expand the location and find the resource. 3. Open the resource's three-dot actions menu and choose **Archive**. 4. Confirm **Archive**. The confirmation says the resource will be hidden from booking and can be restored later. Use deactivation when you want to keep the resource for a later restart without archiving it. --- # Set Availability Schedules Define when services can be booked and block out unavailable times for providers and resources. Canonical URL: https://www.naayya.com/help-center/appointment-availability Category: services Last updated: 2026-10-19T08:51:56Z # Set Availability Schedules ## How availability works Naayya shows customers only times when everything the service needs is available. A provider-based service uses provider schedules. A resource-based service uses resource availability. A service that needs both checks both at the same time. Availability can be set for: - **Providers**: Staff members who deliver services - **Resources**: Rooms, equipment, or spaces needed for services ## Set provider availability Provider schedules are managed in the staff schedule workspace: 1. Open **Staff** > **Schedule** (`/staff/schedule`). 2. On **Weekly schedule**, add the days and time ranges when the provider accepts appointments. 3. Use **Time off** for dates or hours when the provider cannot take appointments. You can add more than one range on a day for split schedules. The workspace shows **Weekly schedule** and **Time off** as separate tabs. A staff member's page in **Admin** > **Settings** > **Staff** has the same tabs under **Availability**. ## Set resource availability Resource schedules are set from the resource editor: 1. Go to **Admin** > **Settings** > **Locations**. 2. Expand the location that contains the resource. 3. Click **Edit resource**. 4. Open the **Availability** tab. 5. Add the days and time ranges when the resource can be booked, then save the changes. A resource follows its location's opening hours until you give it its own. A new resource starts that way, so you do not need to copy the location's hours onto it, and creating one never fails because the location is closed every day or has no hours. When you change the location's hours, the bookable times of every resource that follows them change too. A resource whose hours you edited keeps them. Inheritance works day by day: days without an explicit resource schedule take the location's hours for that day. The resource list labels the schedule as **Custom hours**, **Location hours**, **Business default**, or **No hours**. **No hours** blocks bookings that need that resource. ## Block out time off and closures Time off and closures block bookings during holidays, absences, maintenance, or another period when bookings should not be accepted. People take time off; resources, locations and the business close. ### Add time off for a provider 1. Open **Staff** > **Schedule** (`/staff/schedule`). 2. Open **Time off**. 3. Add the dates, optional reason, and whether it lasts all day. 4. Save the time off. ### Add a closure for a resource 1. Go to **Admin** > **Settings** > **Locations**. 2. Expand the location and click **Edit resource**. 3. Open **Closures**. 4. Add the maintenance window or other closure, then save it. The resource editor describes these as closures that affect only that resource. ### Add a business-wide closure For a closure that affects the whole business: 1. Go to **Admin** > **Settings** > **Booking** > **Availability**. 2. Add the closure dates and details. 3. Save the closure. ## Edit or remove availability Open the same **Weekly schedule**, **Availability**, **Time off**, or **Closures** tab to edit or remove an entry. After changing a schedule, time off, or closure, review the affected bookings separately if customers already have them during that time. ## Start only at class session times A service that uses a room can follow the room's class timetable instead of the slot interval. Customers then see only the times a class session starts in that room, such as 06:55 and 07:50. 1. Go to **Admin** > **Services** and open the service. 2. Under **Resources & locations**, turn on **Start only at class session times**. The switch appears only for a service that needs a resource. A session you cancelled still counts, so its time stays free to book. Times already booked, time off and closures are left out as usual. Customers cannot book this service at any other time, and **Slot interval** no longer applies to it. ## Booking settings Timing for services is separate from class booking timing: 1. Go to **Admin** > **Settings** > **Booking** > **Availability**. 2. Under **Appointment time slots**, review **Slot interval** (the time between available starts) and **Hold duration** (how long a slot is held during checkout). 3. Under **Appointment booking window**, set **Minimum notice** and **Booking horizon** for appointments. 4. Click **Save appointment changes**. These controls do not set a class booking cutoff. To configure classes, use **Class booking window** on the same page. See [Booking & Checkout Settings](/help-center/booking-settings) for the class default and how to change it. --- # Customers Managing Their Appointments How customers view, reschedule, or cancel appointments from their account. Canonical URL: https://www.naayya.com/help-center/customer-manage-appointments Category: appointments Last updated: 2026-10-21T12:45:44Z # Customers Managing Their Appointments Read [the Spanish customer guide to managing appointments](https://www.naayya.com/help-center/es/customer-manage-appointments). ## Access appointments in customer account Customers manage appointments from the **Activity** area of their account: 1. Customer logs into their account 2. Clicks **Activity** in the account navigation 3. Uses the appointment filters to see upcoming, completed, or cancelled appointments Each appointment shows its service, date and time, status, and the provider, location and booked court, room or equipment when those details apply. ## View appointment details Each appointment displays key information: - **Service name**: What was booked - **Date and time**: When the appointment is scheduled - **Provider**: Who will deliver the service (if assigned) - **Resource**: The court, room or equipment the booking holds, such as "Squash Court 3" (if the service reserves one) - **Status**: Upcoming, completed, or cancelled - **Location**: Where the appointment takes place The booked resource appears beside the location in the account list. The confirmation page, the calendar event from **Add to Calendar**, and the confirmation, reminder and cancellation emails show it as **Resource**. Customers can open an appointment to review its available details and confirmation page. ## Upcoming vs past appointments The appointments view separates bookings into sections: ### Upcoming appointments Shows future appointments that are not cancelled. Customers can reschedule or cancel these when the business's policy allows it. ### Past appointments Shows appointments whose scheduled time has passed and that are not cancelled. These are history records and cannot be modified. ## Reschedule an appointment Customers can change their appointment time if within policy: 1. Go to **Activity** in their account 2. Find the upcoming appointment in the appointment section 3. Click **Reschedule** 4. Select a new date 5. Choose an available time slot 6. Click **Confirm Reschedule** The available dates and times reflect the service's provider and resource availability. Rescheduling may be restricted based on your settings: - Cannot reschedule within the minimum notice period - Cannot reschedule to dates beyond your booking horizon ## Cancel an appointment Customers can cancel appointments they no longer need: 1. Go to **Activity** in their account 2. Find the upcoming appointment in the appointment section 3. Click **Cancel** 4. Confirm the cancellation After cancellation: - The appointment appears in the **Cancelled** view - The appointment is no longer available for rescheduling from the account Customers cannot cancel after the business's appointment cancellation deadline, which is 24 hours before the start unless the business set its own. A cancellation before the deadline normally returns the credit the booking used to the customer's account. See [Reschedule or Cancel Appointments](/help-center/reschedule-cancel-appointments#refund-policies-for-cancellations). ## Appointments for several people An appointment booked for a private group lists everyone who is coming, on the confirmation page and in **Activity**. The person who booked sees and manages it even when they are not one of the people. The person who booked can: - **Remove one person**: That person's place is cancelled and the others keep the appointment. This works while the group still has the service's fewest people. If removing them would leave too few, Naayya says so first and offers to cancel the whole appointment instead. - **Cancel the whole appointment**: Everyone's place is cancelled. - **Reschedule**: The whole group moves to the new time together. One person cannot move on their own. Anyone else in the group who has an account can cancel only their own place, and not when that would leave too few people. Only the person who booked can cancel the whole appointment or move it. The usual cancellation deadline applies. A cancellation before the deadline returns one credit to the account of the person who booked for each person who leaves. ## Email notifications Customers receive emails about their appointments: - **Booking confirmation**: When they successfully book - **Reschedule confirmation**: Sent whenever the appointment moves, whether the customer reschedules it from their account or the business moves it, including to another court on the calendar. It gives the new date, time, provider and court or room, and a **Previously** line with the old time and, when it changed, the old court. - **Cancellation confirmation**: When the appointment is cancelled. If a customer cancels in time and the booking's credit goes back to their account, the email says so. - **Reminder**: Before the appointment (if reminders are enabled) Appointment emails are written in English, French, German, Luxembourgish, Dutch or Spanish, following the customer's language. If you need confirmation of a change, check the appointment in your account or contact the business. ## View booking history Past appointments remain visible for reference: 1. Go to **Activity** in their account 2. Use the **Completed** filter in the appointment section 3. View completed appointments; use the **Cancelled** filter for cancelled appointments This history helps customers see what they booked and reference past bookings if needed. ## Need help with an appointment If customers need assistance beyond self-service options: - They can contact your studio directly - Admin staff can make changes on their behalf - Special circumstances can be handled manually Provide clear contact information so customers know how to reach you for booking issues. --- # Reschedule or Cancel Appointments Change appointment times or process cancellations for your customers. Canonical URL: https://www.naayya.com/help-center/reschedule-cancel-appointments Category: appointments Last updated: 2026-10-11T09:14:23Z # Reschedule or Cancel Appointments ## Reschedule an appointment Customers can reschedule an upcoming appointment from their account. The flow lets them choose a new date and time, holds the selected slot while they confirm, and then updates the appointment. Staff can also move a booking on the calendar by dragging it. See [Calendar](/help-center/calendar-and-team-calendar#move-a-booking). Either way, the customer gets an email with the new time. To review appointment statuses and manage bookings from one list, see [View and Manage Appointments](/help-center/appointment-dashboard). ## Cancel an appointment as admin To cancel an appointment on behalf of a customer or for operational reasons: 1. Go to **Admin** > **All Bookings** and open the **Appointments** tab 2. Find the appointment 3. Click the menu icon and select **Cancel** After the cancellation succeeds, the appointment status changes to **Cancelled**. The customer deadline below does not apply to staff. If you restore a cancelled appointment with **Restore**, Naayya takes back the credit the cancellation returned by using one credit from the same pack or product. If no credits remain on it, the restore is refused. ## Refund policies for cancellations Customers can cancel an appointment up to your appointment cancellation deadline. Set it in **Admin** > **Settings** > **Booking** > **Policies**, on the **Students** tab, under **Appointments**. The section appears once your business has services. - **Cancellation deadline**: Minutes before the appointment that customers can still cancel. For example, 20 lets a customer cancel up to 20 minutes before the start. - **Credit back enabled**: When on, a cancellation before the deadline returns the credit the booking used to the customer's account, so they can book again with it. The cancellation email tells the customer the credit is back. If you have not set an appointment policy, customers can cancel up to 24 hours before the start and an in-time cancellation returns the credit. The class-pack policy does not apply to appointments. Credit back returns the pack or pass use, not money. If the booking used none, nothing comes back. ## Customer-initiated cancellations Customers can cancel their own appointments through their account: 1. Customer logs into their account 2. Goes to **Activity** and opens **Appointments** 3. Finds the appointment and clicks **Cancel** 4. Confirms the cancellation Customers cannot cancel after your appointment cancellation deadline. When they try, Naayya tells them the deadline, for example "Cannot cancel within 20 minutes of the appointment", and asks them to contact the business. ## Customer-initiated rescheduling Customers can also reschedule from their account: 1. Customer logs into their account. 2. Goes to **Activity** and opens **Appointments**. 3. Finds the appointment and clicks **Reschedule**. 4. Selects a new date and time. 5. Confirms the change. The same availability rules apply: customers only see slots where the provider and required resources are free. ## Handle last-minute changes For changes after the cancellation deadline: 1. Customer cancellation is blocked. 2. The customer contacts the business, and staff can cancel or move the appointment from admin. Last-minute changes affect your schedule, so use discretion based on the circumstances. ## Cancellation notifications When appointments are cancelled: - **Account status**: The appointment appears as **Cancelled** in the customer's account - **Calendar status**: The appointment status is updated to **Cancelled** in Admin - **Email**: The customer receives a cancellation email. When the cancellation returned their credit, the email says so. ## Prevent cancellations Customer-initiated appointment cancellations are blocked after your appointment cancellation deadline. Set a longer deadline in **Admin** > **Settings** > **Booking** > **Policies** if late cancellations are a problem, or turn off **Credit back enabled** if a cancelled appointment should not return its credit. Clear policies communicated during booking help set customer expectations. --- # View and Manage Appointments Track upcoming appointments, view booking details, and manage appointment statuses from the Bookings page. Canonical URL: https://www.naayya.com/help-center/appointment-dashboard Category: appointments Last updated: 2026-10-15T08:46:48Z # View and Manage Appointments ## Who can access this page Booking appointments and court bookings from admin follows the **Book Appointments** permission. - Owners always have it, and the built-in manager role has it by default. - An owner can add **Book Appointments** to a custom role, such as a front desk. That role can then see the appointments list, create bookings, and cancel and restore them. It does not get refunds or payment reports. - To move bookings on the calendar, the role also needs to open **Calendar**, which requires the **View Classes** permission. - Staff without the permission may still work with their own schedules elsewhere in Naayya. See [Access Control](/help-center/access-control) for custom roles. ## Open the appointments view 1. Go to **Admin** > **Bookings**. 2. Choose the **Appointments & resources** tab. The **Bookings** page opens on **Classes & courses** by default. **Appointments & resources** opens the list of booked service times, one month at a time. Use the month controls beside the page title to change the period, or **Today** to return to the current month. The list includes appointments with a provider and resource bookings without one, such as courts, lanes or pool areas. ## Find available times **No appointment bookings** means nobody has booked in the selected month. Your provider hours and available times may already be set up. Choose **View availability** to open Calendar on the selected date, with **Day**, **Split by: Staff**, and availability shown. This link appears when your role can both book appointments and open Calendar. You can also choose **Book**, or the **+** button on a phone, to create a customer booking. ## Understand appointment statuses Each appointment has a status: - **Confirmed**: The appointment is booked and scheduled. - **Completed**: The appointment took place. - **Cancelled**: The appointment was cancelled. - **No show**: The customer did not attend. Status badges appear next to each appointment for quick scanning. Each status follows the attendance recorded for the appointment. An appointment you check in shows **Completed**, and one you mark as a no show shows **No show**. A group appointment has one status for everyone in it. It stays **Confirmed** until every person who is still booked has been checked in or marked as a no show. It then shows **Completed** when at least one person attended, and **No show** when nobody did. It shows **Cancelled** only when every person is cancelled. See [Work with group appointments](#work-with-group-appointments). ## View appointment statistics The count above the list shows the total bookings in the selected month, including the different booking statuses. A group appointment counts as one booking row. Change the month to review another period. ## Sort and scan the list The list shows four columns: | Column | What it shows | | --- | --- | | Booking | The service name for an appointment, or the configured resource names for a booking without a provider. A label below identifies **Appointment**, **Court booking**, **Lane booking** or another known resource kind. | | When | The booked date and time. | | Customer | The person who booked and paid. Group appointments also show the number of people. | | Status | The booking's current outcome. | Select a column heading to sort the table. Resource bookings sort by the resource name shown in the row. On a phone, the same key information appears in a compact booking row. Select **Details** to see the full service and resource names, duration, provider when relevant, customer email, booking date, notes, people and their statuses, and confirmation or cancellation notice status. For a provider service without an assigned provider, **Details** shows **Not assigned**. A booking that needs no provider has no provider field. **Cancellation notice needs attention** and **Check confirmation email** stay visible in the row when the recorded notification status needs attention. Open **Details** to check the delivery information. A sent or delivered message does not prove the customer read it. ## Update an appointment Open the action menu on an appointment row: - **Mark Completed**: Record that a confirmed appointment took place. - **Mark No Show**: Record that the customer did not attend. - **Cancel**: Cancel a confirmed appointment. - **Restore**: Restore a cancelled appointment. A group appointment has **Check in people** instead of **Mark Completed** and **Mark No Show**, because each person is checked in on their own. **Cancel** on a group appointment cancels it for everyone in it. See [Work with group appointments](#work-with-group-appointments). An appointment for one person that is already **Completed** or **No show** has **Attendance** in the same menu. It opens the same **People** dialog, where you can switch that person between **Check in** and **No show**. The appointments list provides the status actions above. To change an appointment's time, or move a court booking to another court, drag it on the calendar. See [Calendar](/help-center/calendar-and-team-calendar#move-a-booking). Customers can also reschedule from their account, as described in [Reschedule or Cancel Appointments](/help-center/reschedule-cancel-appointments). ## Create a booking for a customer Choose **Book** beside the page title, or the **+** button on a phone. In the **Book appointment** dialog, search for the customer, choose a service, select a provider or **Any available**, choose a place or resource when the service needs one, pick a date and a time slot, and add notes. Then click **Book appointment**. Staff can book any free time from now onward. Your minimum booking notice applies only to customers booking online, so the front desk can book a court for someone who wants to play right now. Opening hours, the booking horizon and existing bookings still apply. ### Start from an empty court on the calendar In **Admin** > **Calendar**, choose the **Day** view and **Split by: Room**. Click an empty spot in a court's column to open **Book appointment** with the service, that court, the date and the hour already filled in. This works for courts that customers can choose for an active service. If more than one service lets customers choose that court, Naayya picks the one that needs no provider. If it still cannot pick one service, the dialog opens on that date and you choose the service and court yourself. ### Book a customer into a members-only service A service can be limited to members under **Who can book** (see [Create Services](/help-center/appointment-services#choose-who-can-book)). When you book a customer the members-only rule refuses, the dialog says why before anything is booked: - **Not a member**: the customer has no active membership or pass that includes the service. - **Beyond the booking window**: the time is further ahead than their membership can book. - **At the booking limit**: they already hold the most upcoming bookings their membership allows. - **Membership frozen**, **Membership payment due** or **Membership ends first**: their membership cannot book this time. To go ahead, enter a **Reason for booking anyway** and click **Book anyway**. Your name and the reason are saved with the booking. Anyone who can book appointments from admin can book anyway. ### Book a member whose membership starts on first use Some memberships start the first time the member books. This applies only to a members-only service, and only when that not-yet-started membership is the customer's only membership or pass that can book the time. In that case, the booking starts the membership and charges its first payment to the member's saved card, the same as their first online booking would. You do not need a reason for this. Services open to everyone book as usual. If the card is declined or the membership cannot start, nothing is booked and an error message tells you why, so you can ask for another card or try again. If the membership started but the booking then failed, for example because someone took the time, Naayya tells you the membership has started and its first payment was charged. ### Book a group When the service lets one booking hold more than one person, the **Book appointment** dialog shows a **People** section after you choose a time. It says how many people the service takes, for example "This service takes up to 2 people" or "This service takes 2 to 4 people", and that the customer pays for everyone. To allow groups on a service, see [Let one booking hold a group](/help-center/appointment-services#let-one-booking-hold-a-group). - The customer you chose is one of the people by default. Untick the checkbox beside their name to book only for other people. The customer still pays for everyone. - Click **Add person** for each other person. Each one needs a **First name**. **Last name**, **Email** and **Phone** are optional. Two people cannot share an email address. - The count under the list shows how many people the booking holds. **Add person** turns off at the service's most people. **Book appointment** stays off until the number of people fits the service and each added person has a first name. If the number is too small or too large, the dialog says so and names the service's limits. The customer is charged the service's price for each person. The group takes one time slot together. On a larger screen, use the **Services** shortcut above the list when your role can manage services. You can also open **Admin** > **Services** from navigation if you have access. See [Create Services](/help-center/appointment-services) for service setup. ## Work with group appointments A group appointment is one booking for several people. It appears as one row in the appointments list and one block on the calendar. ### Check in people Open the row's action menu and choose **Check in people**. The **People** dialog lists everyone on the appointment with a status of **Booked**, **Attended**, **No show** or **Cancelled**, and says who booked and paid. - Click **Check in** beside a person to record that they attended. Click **No show** to record that they did not. Each click saves that person only, and you can switch a person between the two. - Click the remove icon (**Remove from appointment**) beside a person to take them out and keep the appointment for everyone else. The icon appears beside each person who is still booked, and not on an appointment that only ever had one person. - If removing a person would leave fewer people than the service's fewest, Naayya warns you that the whole appointment will be cancelled. It asks **Cancel the whole appointment?** and cancels it for everyone only when you click **Cancel appointment**. Click **Keep it** to change nothing. The cancellation deadline does not apply when you remove a person from admin, the same as when you cancel an appointment. It applies when a customer removes someone from their account. See [Appointments for several people](/help-center/customer-manage-appointments#appointments-for-several-people) and [Reschedule or Cancel Appointments](/help-center/reschedule-cancel-appointments#cancel-an-appointment-as-admin). **Check in** and **No show** are not available for a person who is cancelled. ### See a group on the calendar On **Admin** > **Calendar**, a group appointment is one block. It lists the people's names in place of one customer's name and carries the tag "3 people" instead of "1:1". See [Calendar](/help-center/calendar-and-team-calendar). ### Find what a customer paid for others On a customer's record, **Recent activity** lists each place the customer paid for in a group, with **Paid for** and the person's name. See [Customer details](/help-center/customer-details#recent-activity). --- # Class Coverage for Products How class passes and memberships cover standard classes, workshops, events, and intentionally limited offers Canonical URL: https://www.naayya.com/help-center/linking-products-to-classes Category: pricing Last updated: 2026-10-08T14:00:00Z # Class Coverage for Products Class bundles and memberships can cover your full standard class schedule or only specific classes. ## How class coverage works - **All standard classes** covers active standard classes with usual pricing - Classes with separate pricing need an explicit link - Workshops, courses, and other special formats need an explicit link when the offer should include them - Services stay separate from class coverage - Existing credits and memberships stay recorded when you change future class eligibility ## Where to manage coverage 1. Go to **Admin > Products** 2. Open the product you want to review 3. Review **Class coverage** in Product Details 4. Review the classes listed below the product details The product detail page shows either **All standard classes** or **Specific classes only**. The connected classes list is useful for special links, exclusions, and checking exactly where the product applies. ## When to use all standard classes Use **All standard classes** for products that should work across your regular schedule, for example: - A general class pass - An unlimited membership - A membership tier advertised as "all classes" or "any class" This is the broad coverage option for a regular schedule. Classes with separate pricing still need an explicit link. ## When to use specific classes Use explicit class links when the product should only work on selected classes, for example: - A workshop pass - A specialty track or teacher-specific offer - A limited pack that intentionally excludes some formats Pick the exact classes the product should cover and save. This is also how you add workshops, experiences, and events to an offer when they should be included. ## Exclude a standard class from a broad pass If a broad pass should not work on a specific standard class: 1. Open the product 2. Find the class in the class list 3. Click **Unlink** Review the impact preview, then apply the change. The class is excluded from that product's future eligibility while the change remains in place. ## Common fixes ### A customer says their pass should work everywhere Open the product in **Admin > Products** and check **Class coverage**. If it says **All standard classes**, the pass covers active standard classes with usual pricing. A workshop, course, or class with separate pricing may need an explicit link. ### A business owner changed the price and created a second product Review the current product's offer before creating another one. Use the price edit flow for a price change. If the offer itself changed, use **Replace product** and review the customer impact. ### The offer only applies to a subset of classes Choose **Specific classes only**, add the intended classes, and keep the product description clear about which classes are included. For the customer side of a pass or pack, see [Products & Credits](/help-center/products). --- # Creating Memberships Set up a Membership with its prices, billing frequency, class limit, eligibility, and start settings Canonical URL: https://www.naayya.com/help-center/creating-memberships Category: pricing Last updated: 2026-10-20T14:39:12Z # Creating Memberships Use **Admin > Pricing** to create a **Membership**. The creation form includes settings for billing frequency, class use, eligibility, and when the membership starts. For a pack, see [Creating Packs](/help-center/creating-bundles). ## Quick Start 1. Go to **Admin > Pricing** and select **New** (the plus button on a phone). 2. Set **Type** to **Membership**. 3. Enter the **Name**, **Description**, and **Price**. 4. In **Membership Settings**, choose **Billing Frequency** and **Class Limit**. If you choose **Limited**, enter a **Usage Limit**. To share the membership with family members, enter **Places for family members**. 5. Choose **Starts When** and **Who Can Purchase**. 6. Review the product details and select **Create pricing option**. ## Step-by-Step Setup ### Basic Information Use a name that states the important terms customers need to recognize, such as “Monthly Unlimited Membership” or “8 Classes Monthly”. The current creation form does not have a separate **Membership Type** selector. Use **Class Limit** and **Usage Limit** for the class access choices shown in the form. ### Pricing & Billing Enter the **Price** and choose a **Billing Frequency**: **Weekly**, **Every 2 weeks**, **Monthly**, **Every 3 months**, **Every 6 months**, **Yearly**, or **Every 2 years**. Show the selected terms clearly in the product description and review the customer-facing listing before sharing it. A membership can be free or priced under 50 in your currency, for example a free staff membership or a yearly locker. It is not sold online, because card payment needs 50 or more. To give it to a customer, set **Starts When** to **On Purchase**, edit the membership and turn on **Can be paid by payment request**, then select **Start membership** on the customer's page. If you do not see **Can be paid by payment request**, ask Naayya support to switch payment requests on for your business. ### Usage limits Choose **Class Limit**: **Limited** or **Unlimited**. When it is **Limited**, enter a **Usage Limit**. Review **Class Coverage** as well, because the class limit and the covered classes are separate settings. ### Family members To let the holder share one membership with other people, such as a partner or children, enter **Places for family members**: how many people besides the holder can book with it. Enter a whole number of at least 1, or leave it blank for a membership that is for one person. Only owners and managers can set it, and only on a Membership. You add the family members themselves on the holder's customer page. See [Manage Family memberships](/help-center/manage-family-memberships). ## Several prices for one membership One membership can be sold at several prices, such as **Monthly** and **Yearly**. Every price gives the same membership: the same classes, class limit and start settings. Prices differ in their amount and how often they are paid. Open the membership in **Admin > Pricing** and find **Prices**. The price you set when you created the membership is marked **Default**. The Naayya app sells the default price. ### Add a price 1. In **Prices**, select **Add**. 2. Enter a **Name** customers choose the price by, such as Yearly. 3. Enter the **Amount** and choose how often it is **Billed**. 4. Select **Add price**. Customers see every price on the membership's page and choose one before they pay. The **Pricing** page shows the default price and says how many more prices the membership has. ### Change or stop selling a price To change an amount, open the price's menu in **Prices** and select **Edit**. New customers pay the new amount. Members keep the price they bought. To bill another way, add a price instead. To stop selling a price, select **Stop selling** in its menu. Members who have it keep it. Select **Activate** to sell it again. The default price is always on sale. A price that is free, or under 50 in your currency, can be added. It shows **Not sold online**, and staff start it by payment request. When the **Default** price is not sold online, the membership cannot be bought online. A membership set up on your own Stripe account has one price for now; contact Naayya support to add more. ## Membership Behavior Settings ### Starts When The form offers **On Purchase**, **First Class Booked**, and **Fixed Date** under **Starts When**. **Fixed Date** also shows a **Start Date** field. Confirm the customer-facing terms for the selected option before describing when a membership begins. The activation choice alone does not establish when a first charge occurs. ### Who Can Purchase For Memberships, the form offers **Everyone**, **Once Per Customer**, and **New Members Only**. Choose the option that matches the offer, then check the customer-facing purchase flow before sharing it. ### Offer Type Memberships are **Standard** offers in the current creation form. It does not provide **Intro Offer** or **Free Trial** for a Membership. For a fixed introductory class offer, create a **Pack** and review its **Offer Type** and **Who Can Purchase** settings. ### Renewal behavior Use **Membership** for the recurring product type. If you intend to offer a one-time class pack, choose **Pack** instead. Review the renewal and cancellation terms shown in the customer-facing purchase flow before communicating them. ### Date Options Choose **Fixed Date** under **Starts When** when the form should show a **Start Date** field. Review the date and the resulting customer-facing terms before sharing the product. ## Common Membership Examples ### Monthly Unlimited Choose **Monthly** under **Billing Frequency** and **Unlimited** under **Class Limit**. Review the product's class coverage before sharing it. ### New members only Choose **New Members Only** under **Who Can Purchase**. The product remains a **Standard** Membership in the current form. If you need a fixed introductory class offer, use a **Pack** and check its customer-facing terms. ### Limited Monthly Plan Choose **Monthly**, set **Class Limit** to **Limited**, and enter the **Usage Limit**. ### Annual Membership Choose **Yearly** under **Billing Frequency** and set the appropriate **Class Limit**. Put the billing period in the name or description so customers can recognize it. ### Cohort Start Membership Choose **Fixed Date** under **Starts When** and enter the **Start Date**. Review the customer-facing terms before sharing the product. ## Membership Rules & Logic ### Key Rules to Remember The form keeps these choices separate: - **Billing Frequency** selects the displayed frequency option. - **Class Limit** selects **Limited** or **Unlimited**. - **Usage Limit** appears for a Limited class limit. - **Places for family members** sets how many people besides the holder can share one membership. - **Starts When** selects **On Purchase**, **First Class Booked**, or **Fixed Date**. - **Who Can Purchase** controls the available eligibility choice. ### Billing Behavior The creation form lets you select **Billing Frequency** and **Starts When**. Check the customer-facing purchase flow for the exact terms of the combination you choose before publishing or communicating a charge date. ## Membership Pricing Strategy ### Monthly Memberships Choose a **Price**, **Billing Frequency**, and **Class Limit** that match the offer you want to present. Name the plan so customers can distinguish it from other options. ### Intro Offers The current form does not mark a Membership as **Intro Offer**. For a fixed introductory class offer, use a **Pack** with **Intro Offer** and review its validity and eligibility settings. ### Annual Memberships For a yearly plan, show the selected **Yearly** frequency clearly in the name or description and review the listing before sharing it. ## Best Practices ### Membership Structure Start with a small set of plans whose class limit, frequency, and eligibility are easy to compare. ### Naming & Communication State the **Billing Frequency**, **Class Limit**, and important coverage restrictions in the product name or description. Use the labels shown in the creation form. ### Trial Strategy There is no separate **Free Trial** choice for a Membership in the current form. If you need an introductory class offer, use a **Pack** with **Intro Offer** and explicit customer-facing terms. ## Changing a membership later ### Reprice the existing membership Open the membership in **Admin > Pricing** and edit the price in **Prices**. New customers pay the new amount, and members keep the price they bought. See [Several prices for one membership](#several-prices-for-one-membership). ### Replace the membership when the offer changes materially For a change to the plan's structure, review the **Replace product** flow and its effect on existing customer commitments before confirming. A replacement keeps the original's **Places for family members**, and Naayya refuses a replacement set to a different number. To change it, edit the new membership once it is live. See [Product Settings Guide](/help-center/product-settings-guide#universal-settings-changing-a-products-price) and [Class Coverage for Products](/help-center/linking-products-to-classes). ### Eligibility Management Use **Everyone**, **Once Per Customer**, or **New Members Only** only when that choice matches the offer. Check the customer-facing purchase flow before advertising the plan. ## Legacy products If an older product uses different labels, review its current detail view and existing customer commitments before changing it. Use the current creation form labels for new Memberships. ## After Creating Your Membership Open the product in **Admin > Products** and check its status, **Price**, **Billing Frequency**, eligibility, and **Class Coverage**. Confirm that the details match the offer you intend to share. ### Next Steps Share the product's public listing after checking its name, description, frequency, eligibility, and coverage. See the [public product guide](/help-center/public-product-storefront) for customer-facing context. ## Troubleshooting **The membership is not visible:** Review its status, public listing, and eligibility settings. **A customer cannot book an expected class:** Check the membership's [Class Coverage](/help-center/linking-products-to-classes) and the class booking options. **The terms are unclear:** Check the selected **Billing Frequency**, **Class Limit**, **Starts When**, and **Who Can Purchase** values, then inspect the customer-facing purchase flow. For a one-time pack, see [Creating Packs](/help-center/creating-bundles). --- # Creating Packs Create a Drop-in or a Pack, set its credits and validity, and choose the classes and services it covers Canonical URL: https://www.naayya.com/help-center/creating-bundles Category: pricing Last updated: 2026-10-19T18:00:00Z # Creating Packs Use **Admin > Pricing** to create a Drop-in or a Pack. Choose **Drop-in** for a single class, or **Pack** for a set number of credits or unlimited use. A pack can cover classes, services, or both, from one balance. For the membership product type, see [Creating Memberships](/help-center/creating-memberships). ## Quick Start 1. Go to **Admin > Pricing** and select **New** (the plus button on a phone). 2. Set **Type** to **Drop-in** or **Pack**. 3. Enter the **Name**, **Description**, and **Price**. 4. For a Pack, choose **Class Limit**: **Limited** or **Unlimited**. A Limited pack shows **Credits**; an Unlimited pack does not use a credit count. 5. Review **Validity** when the form shows it. It appears for a limited pack with more than one credit or an unlimited pack. The choices are **Expires a set number of days after first use** and **Never expires**. 6. Choose **Class coverage** and, for a pack, **Service coverage**. Then review **Offer Type** and **Who Can Purchase**. 7. Check the **Covers** line above the button, for example "Covers: all classes, no services". 8. Select **Create pricing option** and check the product details before sharing its listing. ## Step-by-Step Setup ### Basic Information Use a name that tells customers what they are buying, such as “10 Class Pass” or “Unlimited Class Pass”. Add a description that explains the classes covered and any terms you want customers to see. ### Pricing & Credits The form shows **Price** for every product. A limited **Pack** shows **Credits**; an **Unlimited** product does not use a credit count. A **Drop-in** is a one-credit product and may not show **Credits** or **Validity**. ### Validity period When the form shows **Validity**, choose **Expires a set number of days after first use** and enter the number of days, or choose **Never expires**. State the selected validity clearly in the customer-facing description. ### Choose how visits are used up **Visits are used up** appears for a Drop-in or a Pack only once Entries is on for your business. It is not shown otherwise, and every drop-in and pack is used up when the customer books. - **When they book** is the default and works as before: each booking uses a credit. - **When they come in, once a day** makes it an entry pass. Staff use a visit when they check the customer in at an entrance, at most one visit a day however often the customer comes in that day. See [Check people in at the entrance](/help-center/check-people-in-at-the-entrance#passes-used-up-on-entry). An entry pass is used at the entrance only, so it covers no classes or services and cannot pay for a booking. Once you choose **When they come in, once a day**, the form hides **Class coverage** and **Service coverage**. An entry pass can be on sale only while Entries is on. You can change this choice when editing the product until anyone has started paying for it or it has been sold. After that, it is fixed. ### Settings For class products, **Offer Type** is **Standard** or **Intro Offer**. **Who Can Purchase** is **Everyone** or **Once Per Customer**. An **Intro Offer** cannot be bought by everyone, so it offers **Once Per Customer** and **New Customers Only**; see [Purchase Restrictions](/help-center/product-settings-guide#class-pack--drop-in-settings-purchase-restrictions) for who counts as a new customer. The current creation form does not offer a separate **Free Trial** choice. ### Class coverage Choose which classes the product books in **Class coverage**: - **All standard classes** is the default. It covers your active standard classes. - **Specific classes only** covers the classes you select. - **No classes** appears for a pack, except an intro offer. The pack books no classes, so use it for a pack that only pays for services. A pack must cover something: all classes, at least one class, or at least one service. Check the product detail page before sharing the offer. See [Class Coverage for Products](/help-center/linking-products-to-classes). ### Service coverage A pack can also pay for services. In **Service coverage**, tick each service the pack covers. No service is selected by default, so a pack never books a service unless you choose it. - Services are offered for a pack of 2 to 10,000 credits. An unlimited pack cannot pay for services, and the form says why. A drop-in has no service coverage. - The pack keeps one balance and one expiry. Each class place, and each person booked into a service, uses one credit. Customers see these as uses, for example "10 uses". - After you create the pack, its product page lists the services it covers. To add or remove a service later, open that service and edit its **Linked products**. See [Create Services](/help-center/appointment-services). ### Start a pack from a service Open the service in **Admin > Services**, edit **Linked products**, and select **Create a pack for this service**. The form opens as a **Pack** with that service selected and **No classes**. Choose classes too if the pack should cover them. ### Include a service with a pack or pass A pack or pass can include uses of a service that are used separately from its own credits, for example an intro offer that includes 1 contrast therapy. Owners and managers can set this up. 1. Make sure the service has its own product linked to it: a service product, or a pack of 2 or more credits that covers the service. See [Create Services](/help-center/appointment-services). 2. Open the pack or pass in **Admin > Pricing** and select **Edit** next to **Includes**. 3. Select **Add product**, choose the product, and enter how many it includes, from 1 to 100. A pack or pass can include up to 10 products. 4. Select **Save**. To change what it includes later, select **Edit** again, change a row or remove it with the trash icon, and select **Save**. What customers get: - Everyone who gets the pack or pass from then on also gets the included uses at no extra charge, whether they buy online, at the front desk, or you add it for them. Customers who already hold it keep what they have. - The included uses are used up on their own, so booking one does not use a credit from the pack or pass. When they are used, booking the service again costs its normal price. - They expire when the pack or pass expires, never later. If its validity starts at first use, booking with an included use starts it, the same as booking with the pack or pass. - A cancellation within your policy returns the use. If the pack or pass is fully refunded, its unused uses are removed and an upcoming booking made with one is cancelled. - Your storefront shows what it includes, for example "Includes 1 × Contrast therapy (30 min)". Only a drop-in, pack or pass can include products. A membership cannot include services yet. ### Sell a multi-session workshop as one pass If you use a pack for a workshop, check that the workshop sessions are scheduled and that the pack covers the intended classes. Review the customer booking flow before describing the pack as covering a series. For help choosing a format, see [Workshop vs Course](/help-center/workshop-vs-course). Buying a pack does not reserve every session automatically. Customers still need to book each included session, and each booking is subject to that session's capacity and booking rules. ## Common Class Pack Examples ### Standard Class Pass Choose **Pack**, set **Class Limit** to **Limited**, and enter the number of **Credits** customers should see in the offer. ### Intro Package Choose **Intro Offer** and review **Who Can Purchase** before sharing the product. The current form does not offer **Free Trial** as a separate choice. ### Workshop Series Use a pack only after checking coverage and the customer booking flow for every session. If the offer represents enrollment in a defined run, compare the [course format](/help-center/workshop-vs-course). ### Unlimited Pass Choose **Pack**, set **Class Limit** to **Unlimited**, and then choose the product's **Validity** option separately. ### Classes and a service in one pack For a partner class that can also book a private training service, choose **Pack**, set **Credits**, select the partner class under **Specific classes only**, and tick the private training service under **Service coverage**. The "Covers" line then reads, for example, "Covers: 1 class, Express Private". ### Services only For a pack of 5 massages, choose **Pack**, set **Credits** to 5, choose **No classes**, and tick the massage service. ### Large Value Package Set the **Credits** and **Validity** explicitly, and put those terms in the customer-facing description. ## Pricing Strategy Tips ### Credit-to-Price Ratio Use the visible **Price** field to set the amount for the offer. The creation form does not provide a recommended price per class. ### Package Size Strategy Choose a credit count customers can understand alongside the selected validity. Keep the number of offers small enough for customers to compare. ### Validity Period Strategy Choose a validity that matches how often the covered classes run. State the selected validity in the product description. ## Best Practices ### Naming Conventions Put the class count or “Unlimited” in the name when it distinguishes the offer. Use **Pack** and **Drop-in** when describing the product type to your team. ### Credit Allocation Check **Class coverage** and **Service coverage** before promising that a pack can be used for a specific class or service. For one use of a service paid at booking, use the **Single appointment** type. ### Validity Periods Use the exact **Validity** choice shown in the form and explain it in language customers can understand. ### Category Organization Keep related class products easy to compare. Review their names, descriptions, coverage, and validity together before sharing them. ## Changing a class pack later ### Reprice the existing class pack Open the existing product in **Admin > Pricing** and edit its **Price** field. Review the product details and customer-facing listing after saving. ### Replace the class pack when the offer itself changes For a change to the offer's structure, review the product's **Replace product** flow and the effect on existing customer commitments before confirming. See [Product Settings Guide](/help-center/product-settings-guide#universal-settings-changing-a-products-price). ## After Creating Your Class Pack Open the product in **Admin > Pricing** and check its status, listing, validity, and the classes and services it covers. Confirm that the details match the offer you intend to share. ### Next Steps Share the product's public listing after checking its name, description, validity, and coverage. For the customer-facing product page, see the [public product guide](/help-center/public-product-storefront). ## Troubleshooting **The product is not visible to customers:** Review its status, public listing, and purchase settings. **A customer cannot use the pass for an expected class:** Check **Class coverage** on the product detail page and the class's booking options. **A customer cannot use the pack for a service:** Check the services listed on the product detail page. If the service is missing, open the service and link the pack in its **Linked products**. **Service coverage is not offered:** Set **Class Limit** to **Limited** with 2 to 10,000 **Credits**. **Validity is unclear:** Review the selected **Validity** option and the terms shown to customers. For a membership product, see [Creating Memberships](/help-center/creating-memberships). --- # Product Settings Guide Reference the fields and settings shown when creating or editing Products Canonical URL: https://www.naayya.com/help-center/product-settings-guide Category: pricing Last updated: 2026-10-20T14:39:12Z # Product Settings Guide Use this guide when creating or editing products in **Admin > Pricing**. The available fields depend on the **Type** you select. ## Universal Settings These settings are shared by the product creation flow. ### Product Type Selection The picker has one **Type** field. The types are: - **Drop-in** - **Pack** - **Membership** - **Single appointment** Selecting a type determines which fields appear below it. What a pack covers, classes, services, or both, is chosen in its **Class coverage** and **Service coverage** sections. **Service pack** is no longer offered for a new product; an existing service pack keeps it when you replace it. ### Basic Information **Name** is the customer-facing product name. **Description** is the field for the details and terms you want customers to see. Keep both clear and specific. There is no separate **Membership Type** or **Custom Type** selector in the current creation form. For Memberships, use the settings shown under **Membership Settings**. **Offer Type** shows **Standard** for all product types. Non-membership class and service products also show **Intro Offer**. The current creation form does not offer a separate **Free Trial** choice. ### Pricing The form shows a **Price** field for each product type. Enter the amount you want to present for the product and review the customer-facing listing before sharing it. ### Changing a product's price Open the existing product in **Admin > Pricing** and edit its **Price** field. For a change to the offer's structure, review the **Replace product** flow before confirming. Check the product details and customer-facing listing after saving. **Currency** appears beside **Price** when the business has a configured currency. Use the value shown in the form when checking the listing. ### Product Status After creating a product, use the product list in **Admin > Pricing** to review its status and available actions. If you need to stop or resume selling a product, use the status control shown for that product and then check its listing. ### Deactivate vs. Archive The product list can expose separate actions for stopping sales and archiving a product. Before using either action, review the product's current details and any customer commitments that depend on it. ### Replace a product instead of duplicating it If the offer's structure changes, review the **Replace product** flow from the existing product. Check the replacement's settings, class coverage, and customer-facing listing before confirming. ### Description **Description** is the multi-line field in **Basic Information**. Use it for the details and terms customers need in the listing. ## Class pack & Drop-in Settings These settings appear when **Pack** or **Drop-in** is selected. Some fields depend on the selected type and values. ### Credit system **Class Limit** offers **Limited** and **Unlimited** for class products. A limited **Pack** shows **Credits**. A **Drop-in** is a one-credit product and may not show **Credits**. An Unlimited choice does not use a credit count. **Validity** appears for a limited digital product with more than one credit or an unlimited digital product. When shown, it offers **Expires a set number of days after first use** and **Never expires**. Select the option that matches the terms you want to show customers. ### Purchase Restrictions **Who Can Purchase** is shown in the **Settings** section. For class products, the current choices are **Everyone** and **Once Per Customer**. An **Intro Offer** cannot be bought by everyone, so it offers **Once Per Customer** and **New Customers Only**. You can change this later when you edit the product. **New Customers Only** sells the offer only to people who have never booked or bought anything at your business. People with a past booking or purchase, a credit (including one you gave them, such as a welcome class), a current membership, a course enrollment or account credit cannot buy it, and neither can customers you imported from another platform. Leads from your website form, ads or ones you added by hand can. Someone who is not signed in has to give their email or sign in, and the same email is checked across all their accounts. ### Class coverage The **Class coverage** section sets which classes the product books: **All standard classes** (the default), **Specific classes only**, or, for a pack, **No classes**. Check the selected classes before sharing the product. See [Class Coverage for Products](/help-center/linking-products-to-classes). ### Service coverage for a pack A **Pack** also shows **Service coverage**, a list of your services. Tick the services the pack pays for; none are selected by default. Services are offered only for a limited pack of 2 to 10,000 credits. Each class place, and each person booked into a service, uses one credit from the same balance. A pack must cover something: all classes, at least one class, or at least one service. Before you create it, the form shows one line that states its coverage, for example "Covers: no classes, Express Private, Massage". To change a pack's services later, edit each service's **Linked products**. ## Single appointment & Service pack Settings These settings appear when **Single appointment** is selected, or when you replace an existing **Service pack**. ### Uses The **Service pack** form asks for **Uses**, the number of times the pack can book the service, and shows **Validity**. A **Single appointment** is the one-use type and does not show those fields. Review the fields shown for the selected type before sharing the product. ### Service Purchase Restrictions **Who Can Purchase** is shown in the **Settings** section. For a service **Intro Offer**, the choices are **Once Per Customer** and **New Customers Only**; see [Purchase Restrictions](#bundle--drop-in-settings-purchase-restrictions) for who counts as a new customer. ### Service coverage Review which service the product is connected to before sharing it. A service's **Linked products** sets which products pay for it. A class pack's product page also lists the services it covers. ## Membership-Specific Settings These settings appear when **Membership** is selected. ### Billing Configuration **Billing Frequency** offers **Weekly**, **Every 2 weeks**, **Monthly**, **Every 3 months**, **Every 6 months**, **Yearly**, and **Every 2 years**. A membership that is free, or priced under 50 in your currency, is not sold online; see [Creating Memberships](/help-center/creating-memberships). **Class Limit** offers **Unlimited** and **Limited**. A Limited choice shows **Usage Limit**. ### Activation Settings **Starts When** offers **On Purchase**, **First Class Booked**, and **Fixed Date**. **Fixed Date** shows a **Start Date** field. ### Eligibility Rules **Who Can Purchase** offers **Everyone**, **Once Per Customer**, and **New Members Only** for Memberships. Choose the option that matches the offer and review the customer-facing purchase flow. ### Renewal behavior Use **Membership** for the recurring product type. Review the renewal and cancellation terms shown in the customer-facing purchase flow before communicating them. ### Date Settings When **Starts When** is **Fixed Date**, enter the **Start Date** shown by the form. Review the selected date and customer-facing terms before sharing the product. ## Advanced Configuration Tips ### Name products clearly Use a clear product name that your team and customers can recognize. Include the product type or key terms when that helps customers compare offers. ### Multi-Product Strategy Keep related **Drop-in**, **Pack**, **Membership**, and **Single appointment** products easy to compare. Use the type-specific settings above and review each public listing before sharing it. **Category Organization** The current creation form uses one **Type** field. Use its labels when explaining where a product belongs. ## Validation Rules & Restrictions The form reveals required fields after you choose a **Type**. Follow the validation message shown beside the field and review the complete form before selecting **Create pricing option**. ### Membership Rules For Memberships, review **Billing Frequency**, **Class Limit**, **Usage Limit**, **Starts When**, and **Who Can Purchase** before creating the product. ### Class pack Rules For **Pack**, review **Class Limit**, **Credits**, and **Validity** when shown, plus **Class coverage**, **Service coverage**, **Offer Type**, and **Who Can Purchase**. A pack that covers no classes and no services cannot be created. For **Drop-in**, review **Class Limit**, **Class coverage**, **Offer Type**, and **Who Can Purchase**; **Credits** and **Validity** may not be shown. ### Universal Rules For every type, review **Name**, **Description**, **Price**, **Offer Type**, and **Who Can Purchase** before selecting **Create pricing option**. ## Common Configuration Mistakes **Membership Issues:** Check that the selected **Class Limit**, **Usage Limit**, **Starts When**, and **Billing Frequency** match the offer you intend to present. **Class Product Issues:** Check the **Class Limit**, **Class coverage**, **Service coverage**, and any **Credits** or **Validity** fields shown for the selected product type. **General Issues:** Use the current **Type** labels, and check the customer-facing listing before sharing the product. ## Testing Your Products Before sharing a product, review the complete form, its public listing, its class or service coverage, and the customer-facing terms for the exact settings you selected. ## Product Management After Creation Once a product exists, open it from **Admin > Pricing** to review its details, status, description, price, and coverage. Use the product's available edit or status actions, then check the customer-facing listing again. Review [Class Coverage for Products](/help-center/linking-products-to-classes) when a class product should cover more or fewer classes. For type-specific guidance, see [Creating Packs](/help-center/creating-bundles) and [Creating Memberships](/help-center/creating-memberships). --- # Product Types Overview Choose a Drop-in, Pack, Membership, or Single appointment for what you sell Canonical URL: https://www.naayya.com/help-center/products-overview Category: pricing Last updated: 2026-10-14T22:15:53Z # Product Types Overview Use **Admin > Pricing** to set up products for classes and services. Select **New** (the plus button on a phone) and choose a **Type**: **Drop-in**, **Pack**, **Membership**, or **Single appointment**. You choose what a pack covers, classes, services, or both, in the form itself. Physical goods are managed separately in **Shop**. Use the **Current** and **Archived** tabs to switch between pricing views. Use the **Type** dropdown to narrow the list to **Memberships**, **Class passes**, or **Services**, or choose **All** to show every type. ## What you see depends on your studio setup The **Type** list is the same for every business. The fields below it depend on the type you choose. A pack lists your classes under **Class coverage** and your services under **Service coverage**, so check that the classes and services exist before creating the pack. ## Quick Comparison | In the picker | Use it for | Main settings shown | | --- | --- | --- | | **Drop-in** | One class offer | Price, Class coverage, and class product settings | | **Pack** | Credits for classes, services, or both, or unlimited use for classes | Class Limit, Credits, Validity, Class coverage, and Service coverage | | **Membership** | A membership class offer | Billing Frequency, Class Limit, Usage Limit, and Starts When | | **Single appointment** | One use of a service, bought while booking | Price and service product settings | Review the product's settings and customer-facing listing before sharing it. ## Class Products Choose **Drop-in**, **Pack**, or **Membership** for group class products. ### Drop-in Choose **Drop-in** when the product is for one class offer. Check which classes accept it before sharing the product. ### Class pack Choose **Pack** for a product with **Credits** or **Unlimited** under **Class Limit**. **Pack** is the current label for the older “Class pack” and “bundles” wording. Set **Validity**, then choose **Class coverage**: all standard classes, specific classes, or no classes. A limited pack of 2 to 10,000 credits can also pay for services you tick under **Service coverage**, from the same balance. See [Creating Packs](/help-center/creating-bundles). ### Membership Choose **Membership** for an ongoing class plan. Review its **Billing Frequency**, **Class Limit**, **Starts When**, and **Who Can Purchase** settings. See [Creating Memberships](/help-center/creating-memberships). ## Changing a product's price Open the existing product in **Admin > Pricing** and edit its **Price** field. For a change to the offer's structure, review **Replace product** in the [Product Settings Guide](/help-center/product-settings-guide#universal-settings-changing-a-products-price). Check the product details and customer-facing listing after saving. ## Service Products To sell a service, such as a massage or a consultation, choose **Single appointment** for one use of it, or a **Pack** that covers the service for several uses. ### Single appointment Choose **Single appointment** to create a product for one use of a service, bought while booking it. Where Naayya labels the product's type, a product linked to one service reads as that service, for example "1 Massage". Otherwise it reads **Single appointment**. ### Service pack New products no longer use **Service pack**. To sell several uses, such as 5 massages, create a **Pack**, choose **No classes**, and tick the services it covers under **Service coverage**. You can also start one from the service: open it, edit **Linked products**, and select **Create a pack for this service**. A service pack you already sell keeps working as before. Its **Replace product** flow still offers **Service pack**. ## Physical products Goods such as clothing and equipment belong in **Shop**, separate from class and service products in **Admin > Pricing**. See [Creating Physical Products](/help-center/creating-physical-products) for product details, variants, and inventory. **Admin > Products** appears once **Products** is on in **Admin > Settings > Offerings**, sold **Online**, **In person** or both. See [Turn selling on](/help-center/offerings-settings#turn-selling-on). ## Which Product Type Should You Choose? ### For Group Classes Choose **Drop-in** for one class offer, **Pack** for a pack or pass, and **Membership** for a membership plan. If a class pack should cover only selected classes or a special format, check [Class Coverage for Products](/help-center/linking-products-to-classes). ### For Services Choose **Single appointment** for one use of a service, or a **Pack** that covers the service for several uses, such as 5 massages. A pack can cover classes and services together, for example a partner class plus a private training service. Check the services covered and the customer booking flow before sharing the product. ## Getting Started 1. Go to **Admin > Pricing** and select **New** (the plus button on a phone). 2. Set **Type** to **Drop-in**, **Pack**, **Membership**, or **Single appointment**. 3. Enter the customer-facing details and the fields shown for that type. For a pack, choose its class and service coverage and check the **Covers** line. 4. Select **Create pricing option**, then open the product to check its status, coverage, and public listing. ### Recommended Starting Products Start with the options you actually sell. A class business might offer a Drop-in and one Pack. A service business might offer a Single appointment and a Pack that covers its services. Add a Membership when that product type matches the plan you want to present. Review the options on your public product listing. --- # Share Class Packs and Memberships Online Find your public pricing page and share a link to an individual class pack or membership Canonical URL: https://www.naayya.com/help-center/public-product-storefront Category: pricing Last updated: 2026-10-21T12:45:44Z # Share Class Packs and Memberships Online Read [the Spanish customer guide to buying packs and memberships](https://www.naayya.com/help-center/es/public-product-storefront). Your public **Pricing** page brings together the class packs and memberships that customers can buy from your business. You can share that page when you want people to compare offers, or share one offer when you are promoting something specific. ## Find Your Public Pricing Page 1. Set up [Get Paid](/help-center/get-paid-setup), then create the class packs or memberships you want to sell in **Admin > Products**. 2. Open your business's public page and choose **Pricing** when it appears. Copy the page address from your browser. 3. Open that address as a customer before adding it to your website, email, or social profile. Pricing shows the offers available for public purchase. If **Pricing** is missing from the public page, check that you have a public offer and that the section is enabled in your storefront settings. If the pricing page says **No pricing yet**, check that you have created and published an eligible offer. ### What the header shows The header of your public page shows your business logo (if you uploaded one) and name, the address of your [main location](/help-center/managing-locations#choose-a-main-location), your website, and icons for your social profiles. The address links to Google Maps and adds "+N more" when you have other active physical locations. The section tabs, such as **Pricing** and **Shop**, sit on the header photo and stay at the top of the screen while customers scroll. ### What Customers See Customers can compare an offer's price and details, then open it to review the purchase before paying. The page can show class packs, memberships, and intro offers where available. It is separate from **Shop**, which sells products and gift cards. Products show in the Shop only while **Products › Online** is ticked in **Admin > Settings > Offerings**; gift cards show whatever that setting says. See [Turn selling on](/help-center/offerings-settings#turn-selling-on). The **Shop** tab shows how many items are in the customer's cart, and selecting **Shop** while the cart has items opens the cart. ## Share an Individual Offer For a specific class pack or membership, open it in **Admin > Products** and use **Public Link** on its detail page. Open the copied link to check the offer before sharing it. The link opens the public offer page; the customer continues to checkout from there. ### How to Get Product Links - Share the **Pricing** page when customers should compare offers. - Share **Public Link** from an eligible offer's detail page when you want to point them to that offer. If **Public Link** is absent, check the offer type and its setup. The link is shown for eligible class packs and memberships, not every item in the admin catalog. ### Why Direct Product Links Matter A link to one offer is useful in a campaign or a reply to a customer who already knows what they want. It does not skip the customer's review or payment steps. ## Payment Behavior & Order Status Available payment methods depend on your business's [Get Paid setup](/help-center/get-paid-setup), location, and the offer being purchased. Check the choices shown in the customer's checkout before advertising a particular method. For bank debit, a submitted payment can still be pending; do not treat it as completed access until the purchase status confirms it. See [Payment Methods & Payouts](/help-center/payment-methods) for where to manage payment methods. ## Launch Checklist 1. Finish Get Paid setup and publish the offers you intend to sell. 2. Open your public **Pricing** page and each offer you plan to share. 3. Check the price, description, and checkout options from the customer side. 4. Share the page or offer link only after that check. Need to make an offer first? See [Creating Bundles](/help-center/creating-bundles) or [Creating Memberships](/help-center/creating-memberships). --- # Creating Physical Products Create physical products, choose whether to track stock or sell online, and manage variants, images, shipping, and pickup Canonical URL: https://www.naayya.com/help-center/creating-physical-products Category: products Last updated: 2026-10-15T06:30:00Z # Creating Physical Products Use **Admin > Products** to create and maintain physical products. Products appears once **Products** is on in **Admin > Settings > Offerings**, under **Selling**; it is off for a new business. See [Turn selling on](/help-center/offerings-settings#turn-selling-on). The page covers product details, images, variants, stock quantities, selling settings, and active status on the **Products** tab, and online orders on the **Orders** tab, including whether customers get their orders by shipping, pickup, or both. ## Quick Start 1. Open **Admin > Products** and select the **Products** tab if it is not already selected. 2. Select **New Product**. 3. In **Details**, enter the required **Product Name** and **Price**. You can also add a **Description**, choose a **Category**, and upload a **Product Image**. 4. Leave **Track stock** on for items you count, or turn it off for items such as coffee. **Sold online** shows when **Products › Online** is ticked in **Admin > Settings > Offerings**. It starts on unless the product's category is not sold online; turn it off for in-person sales only. 5. Under **Tax treatment**, choose one option. **Configured business rate** and **Product override** need your business tax profile in **Admin > Settings > Tax** (see [Tax settings](/help-center/tax-settings)). **Non-taxable / out of scope** does not. 6. Select **Next**. 7. In **Inventory**, select **Add** and enter a variant **Type**, **Value**, and **Qty** when the item has sizes or colours. With **Track stock** on, add at least one complete variant. With it off, a plain product can have no variants. 8. Select **Create**. 9. The new product starts as a draft and is labelled **Inactive** in the product list. Use the row actions to choose **Activate** or **Stop selling** when you need to change its status. ## Step-by-Step Setup ### Basic Information Use a name that identifies the item, such as “Premium Yoga Mat” or “Studio T-Shirt”. The **Product Name** field is required. **Description** is optional. Use it for facts customers need to understand the item, such as material, size, colour, or care instructions. **Category** is optional. Choose one of your business's categories, or **No category**. See [Product categories](#product-categories). ### Pricing **Price** is required. Enter a number greater than zero, then review it before selecting **Next**. Use these fields for product setup. Before adding currency, taxes, payment, checkout, delivery, POS, returns, revenue, or reporting terms to a product description, confirm them in the relevant workflow. Shipping and pickup are set for the whole shop, not per product. See [Shipping and pickup](#shipping-and-pickup). ### Product Details You can upload one image while creating the product. The dialog recommends **800×800px** and accepts files up to **5MB**. After creating the product, open **Manage images** from its row actions to add more images. The image manager accepts JPEG, PNG, and WebP files up to **5MB**. It labels one image **Primary**; you can choose another image as primary or delete an existing image. ## Common Physical Product Examples Use these examples to choose names, categories, descriptions, and variants. ### Studio Equipment For a yoga mat, use a clear name such as **Premium Yoga Mat**, choose a category such as **Equipment**, and describe the material and dimensions. In **Inventory**, add variants such as **Size: Standard** or **Colour: Blue** with the quantity you currently hold. For a block set or cushion, use the same pattern: describe what the item is, choose the closest category, and add a variant when customers or staff need to distinguish stock. ### Merchandise & Apparel For a branded T-shirt, use **Studio T-Shirt** as the name, choose a category such as **Apparel**, and describe the material and available sizes. Add each size as its own variant with its own quantity. For a bottle or tote bag, describe the material and capacity where relevant. Use a variant when the item has options such as colour. Gift cards are managed under **Admin > Gift Cards**. ## Product categories Categories organise your products in your online shop and in web POS. Your business has one list, used in both places. The Naayya POS app does not show categories yet. Open **Admin > Products** and select **Categories**. Use **Back to Products** to return to your product list. The page appears while **Products** is on in **Admin > Settings > Offerings**, even before you add a product. - Select **Add category**, enter a **Name**, and leave **Parent category** as **None** to create a top-level category. - To add a subcategory, open a top-level category's three-dot menu and select **Add subcategory**. Its parent is selected for you. For example, add **Coffee** inside **Food & Drink**, or **Rackets** inside **Shop**. Select **Create** to save it. - Categories go one level deep. A category inside another cannot have categories of its own. - Names are unique, ignoring capitals and extra spaces: "Tshirt" and "TSHIRT" count as the same name. - Use the arrows to set the order. Your shop and web POS follow it. - Open a category's three-dot menu and select **Edit** to change its name or parent, then **Save**. Renaming keeps its order, and its products show the new name. A category with subcategories must stay at the top level; move its subcategories first if you want to change its parent. - Turn **Sold online** off to keep a category out of your Shop, for example **Food & Drink**. Every product in it, and in the categories inside it, then sells at the POS only, whatever each product says. A subcategory inside one that is off has a disabled switch and names the parent controlling it. - Open the three-dot menu and select **Delete** to remove a category. Its products stay and have no category until you choose another. Move or delete the categories inside a top-level category before you delete it. If the category was not sold online, its products stay out of your Shop until you turn **Sold online** on for them. Owners and managers change the list. Staff who sell in web POS see the categories there. Choose a product's category in **Details** when you create it, or with **Edit details** later. In your online shop, products appear under their category, in your order, with buttons to show one category at a time. Products without a category appear last, under **Other**. If none of your products has a category, the shop shows them all together. Categories you had typed on products before this list existed were added to it, with spellings that differ only in capitals or spaces combined into one. ## Physical Product Considerations ### Inventory Management With **Track stock** on, the creation dialog requires at least one complete variant. With it off, variants are optional. Keep them when customers or staff need to choose a size or colour. Each row has: - **Type**, such as `Size` or `Colour`. - **Value**, such as `Small` or `Blue`. - **Qty**, the quantity for that variant. The quick-add choices are **Size: Small (5)**, **Color: Blue (3)**, and **Material: Cotton (10)**. You can edit or remove these rows before selecting **Create**. A quantity of zero is allowed. In the product list, a row shows the total stock across its variants. It can also show **Low stock** at five units or fewer, **Out of stock** when variants total zero, or **No variants** when none have been added. To maintain stock after creation: 1. Find the product in **Admin > Products**. 2. Open its row actions and select **Manage inventory**. If it has no variants, the dialog is titled **Setup Variants & Stock**. 3. Select **Add Variant**, enter a **Variant Key** and **Variant Value**, and select **Add Variant**. 4. Enter the **Initial Stock Quantity**, then select **Create Inventory**. 5. Edit **Stock Quantity** directly in the inventory table when a quantity changes. Use the delete action to remove an inventory variant. If the stock changed after you opened the dialog, for example through a sale or a move, your edit or delete is not saved. The table shows the current quantity. For an edit, select **Set to** with your number to save it against the current quantity. ### Stock at more than one location This section applies only when your business has more than one active location. With one location, all stock is kept there and none of these options appear, unless some stock is left at a location you have closed. Each stock row belongs to one location. Owners and managers can say where stock is kept and move it. **Say where new stock is kept** When you create a product, the **Inventory** step shows **Where is it kept?** once you add a variant. Choose the location before you select **Create**; all the variants you add there are kept at that location. To add stock to an existing product: 1. Open **Manage inventory** for the product and select **Add Variant**. 2. Under **Where is it kept?**, choose the location. The form starts on the location you used last. If it starts empty, choose a location before you continue. 3. Enter the **Initial Stock Quantity** and select **Create Inventory**. To keep the same variant at a second location, add the variant again and choose the other location. If the variant shows **Not placed yet**, place it first. Each location has its own row and its own quantity. The inventory table shows a **Location** column. **Place stock that has no location yet** If your business already had several locations before stock could be kept per location, the stock you had then shows **Not placed yet** in the **Location** column. It keeps selling everywhere until you place it. While some stock has no location, the **Products** tab shows **Tell us where this stock is kept**. 1. Under **Place all at**, choose a location. 2. Select **Place stock**. All stock without a location is placed at that location. No quantity changes. You can dismiss the note. It then folds to one line, **Some of your stock has no location yet**, with **Place it** to open it again. **Move stock between locations** **Move** appears on a stock row once two of your locations hold stock, when the row has a location and a quantity above zero. 1. Open **Manage inventory** and select **Move** on the row. 2. Choose the location under **Move to**. 3. Enter **How many**, then select **Move**. You cannot move more than the row holds. The quantity leaves one location and arrives at the other in one step, and the product's total stays the same. A product with **Track stock** off has no counted quantity, so it cannot be moved. Stock left at a location you have archived or switched off shows **A closed location** in the **Location** column. It still sells in the online shop. **Move** is available on those rows whenever you have an active location, so you can move the stock there. If the move is refused because the stock changed in the meantime, refresh the page and try again. **In the online shop** The online shop sells stock from all of your locations. A variant kept at two locations appears once for each location, with that location's quantity. An order that is shipped takes the stock the customer chose. An order the customer collects takes the stock of the pickup location: - If the stock the customer chose is kept at the pickup location, has no location yet, or was left at a closed location, the order takes it. - If it is kept at another location, the order takes the same variant's stock at the pickup location instead. - If the pickup location does not keep that variant, or holds too few, checkout stops before payment with **Some items are not in stock at this pickup location. Choose another pickup location or delivery.** A product with **Track stock** off is not checked this way. **At the POS** When a product is kept at more than one location, the web POS lists a row for each location and shows the location name on it. Select the row for the stock you are handing over. A POS that is set to a sales point lists the stock that sales point sells: the stock kept at its location, stock that has no location yet, stock left at a closed location, and products with **Track stock** off. A sale or a tab at that sales point takes only that stock. If an item in the cart is kept at another location, the sale is refused with **An item in this cart is kept at another location. Remove it and choose it again from this sales point.** A sale made with no sales point is not checked this way. ## Deliveries, counts and waste Use the **Stock** tab in **Admin > Products** to change the stock of many products in one save. The tab appears once you have a product with **Track stock** on. Owners and managers can use it. If your business has more than one active location, choose the location under **Where is it kept?** first. The list then shows the stock kept there and the stock that has no location yet. **Receive a delivery** 1. Open the **Stock** tab. It starts on **Delivery**. 2. Use **Find a product** to search by name or variant. 3. Under **Received**, enter how many arrived for each product. Leave the others empty. 4. Add the supplier or delivery note under **Note** if you want it in the history. 5. Select **Save delivery**. Each quantity is added to the stock. To receive a variant at a location that does not keep it yet, add the variant there first under **Manage inventory**. **Count stock** 1. Select **Count**. 2. Under **Counted**, enter what is on the shelf for each product you counted. 3. Select **Save count**. Each product you filled in is set to that number. A product whose count matches the number shown is not changed, and products you leave empty are not touched. Stock that has gone below zero shows **Below zero**; counting it puts it right. **Record waste** 1. Select **Waste**. 2. Under **Wasted**, enter what was thrown away or broken. Add a **Note** if you want the reason in the history. 3. Select **Save waste**. You cannot waste more than a product holds. If the shelf simply holds less than the number shown, count it instead. If the page cannot confirm a save, it says **Saving…** and sends the same save again by itself until it is confirmed; you cannot change stock on the page meanwhile. Select **Try again now** to send it at once. Stay on the **Stock** tab until it is confirmed. The save is kept for this browser tab: if you leave the **Stock** tab or reload the page, it is sent again when the **Stock** tab is open again, and it is lost if you close the browser tab first. If your session has ended, sign in again in the same tab and open the **Stock** tab. The same save is never recorded twice. If you enter a delivery or waste that is the same as one you saved in the last 10 minutes (same location, same products and quantities), Naayya asks whether to add it again, for example **This looks the same as the delivery you saved at 14:05. Add it again?** Select **Add again** if it really is a second delivery, or **Do not add**. One save can hold up to 500 products. Save more in parts. **See how stock got to where it is** Select **History** on any row. It lists the product's stock changes, newest first: deliveries, counts, waste, sales, refunds that put items back in stock, and moves between locations. Each entry shows the change, the stock afterwards, when it happened and who did it. The first quantity of a new variant shows as **Starting stock**, and a quantity you change later in **Manage inventory** shows as **Stock set**. A sale that was voided shows as **Sale undone**. A stock row that was deleted shows as **Stock row deleted** with the quantity it held; its earlier entries went with it. ## Choose whether to count stock or sell online For drinks, prepared food, or other items you do not count, turn off **Track stock**. To keep an item available only for in-person sales, turn off **Sold online**. 1. Find the product in **Admin > Products**. 2. Open its row actions and select **Edit details**. 3. Under **Selling**, change **Track stock** or **Sold online**. 4. Select **Save Changes**. **Track stock** starts on. **Sold online** starts as described below, and products you already have keep theirs. - **Track stock** on: a sale needs a stock row with enough quantity. Online checkout and web POS refuse a sale when stock is short. - **Track stock** off: sales do not check or reduce stock quantities. A plain product with no variants can sell without a stock row. Existing size or colour variants stay in place, and customers or staff still choose the variant they are buying, even when its quantity is zero. - **Sold online** on: an active product can appear in the online shop, while **Products › Online** is ticked in **Admin > Settings > Offerings** and its category is sold online. - A new product starts with **Sold online** on only when **Online** is ticked and its category is sold online. Products you already have keep their setting. If you tick **Online** later, turn **Sold online** on for each product you want in your Shop. - When a product's category is not sold online, the switch shows off and cannot be changed there. Change the category's **Sold online** in **Admin > Products > Categories**, or move the product. A product you move out of such a category stays not sold online: save the new category, then turn **Sold online** on for it if you want it in your Shop. - **Sold online** off: the product is hidden from the online shop and cannot be bought through the online cart. It can still be sold at web POS while active. Turning off **Sold online** does not make a product inactive. Turning off **Track stock** does not remove its variants or change previous sales. Keep real size or colour variants when buyers need to distinguish them. These instructions apply to the web POS. The Naayya POS app needs its own update to sell items without a stock row. ## Shipping and pickup Choose how customers get their online orders on the **Orders** tab in **Admin > Products**, under **How customers get their orders**. Owners and managers can change these switches. - **Shipping**: customers enter a delivery address at checkout. - **Pickup**: customers collect the order at one of your locations and enter no address. When you have more than one active location, customers choose where to collect it. At least one switch must stay on. Pickup needs an active location, so add one in **Admin > Settings > Locations** first. Every business starts with **Shipping** on and **Pickup** off, so customers see pickup at checkout only after you turn it on. When both are on, customers choose **Delivery** or **Pickup** at checkout. For pickup, they choose a **Pickup location** when there are several. The confirmation page and the purchase confirmation email say where to collect the order. ### Handle a pickup order Pickup orders show **Pickup** and the location in the **Orders** list. 1. When the order is ready, select **Mark ready for pickup**. Naayya emails the customer that their order is ready to collect. If the email cannot be sent, the page says so; let the customer know yourself. 2. When the customer collects it, select **Mark collected**. ## Best Practices ### Product Organization Use the same category and variant naming pattern across similar products. Put the distinction customers or staff need to track in the variant, such as **Size: Medium** or **Colour: Black**. ### Product Descriptions Keep descriptions factual and specific. Include material, dimensions, capacity, and care instructions that help someone identify the item. ### Visual Considerations Use a clear product image. During creation, the dialog recommends **800×800px** and limits the file to **5MB**. After creation, use **Manage images** to add images, choose a **Primary** image, or remove one. ### Customer Communication Before sharing product information, check the product name, description, category, price, variants, stock quantities, images, and status in **Admin > Products**. ## After Creating Physical Products Open **Admin > Products** to review a product after it is created. The Products tab provides: - Search with **Search products...**. - An expandable row with the product's price, image count, variant count, and stock summary. - Row actions for **Edit details**, **Manage images**, **Manage inventory**, and **Activate** or **Stop selling**. ### Next Steps 1. Search for the product and expand its row. 2. Check the name, category, price, image count, variants, and stock summary. 3. Use **Edit details**, **Manage images**, or **Manage inventory** for follow-up changes. 4. Confirm the status you want, then use **Activate** or **Stop selling**. ## Troubleshooting **New Product is disabled**: Read the message shown on the Products page and check the business setting it names. **Pickup cannot be turned on**: Add an active location in **Admin > Settings > Locations**, then try again. **Shipping or pickup cannot be turned off**: One of them must stay on so customers can receive their orders. Turn the other one on first. **The product is not in the list**: Make sure you are on the **Products** tab, clear the search field, and check the product list pages. **Create is disabled**: Complete the required **Product Name** and **Price** fields. If **Track stock** is on, add at least one complete variant with a Type and Value in **Inventory**. For a plain item you do not count, turn **Track stock** off. **A variant is missing**: Open **Manage inventory**, then add the variant with **Add Variant** and save it with **Create Inventory**. **An image upload fails**: Use a JPEG, PNG, or WebP file smaller than **5MB**, then try **Add Images** again. **The stock summary is unexpected**: Check every variant's **Stock Quantity**. The product row totals the quantities across its variants and shows **Out of stock** when variants exist but the total is zero. With several locations, the total covers every location. **Move is missing**: **Move** appears once two of your locations hold stock, on rows that have a location and a quantity above zero. It also appears on stock left at a closed location. To start keeping a variant at a second location, add the variant again and choose that location under **Where is it kept?**. If the variant shows **Not placed yet**, place it first. **The status is wrong**: Open the product row actions and choose **Activate** for an inactive product or **Stop selling** for an active one. --- # Common Issues & Solutions Practical checks for the most common login, booking, payment, schedule, and setup issues. Canonical URL: https://www.naayya.com/help-center/common-issues Category: troubleshooting Last updated: 2026-10-08T14:00:00Z # Common Issues & Solutions Use this page for first checks before contacting support. If a problem affects payments, customer data, or live bookings, write down the customer name, class or product, date, and what you expected to happen before making changes. ## I cannot sign in Try: 1. Check that you are using the right email address. 2. Choose **Continue with email** and request a new verification code. 3. Use the newest code only. Older codes may no longer work. 4. If you are stuck in the wrong account state, open the [session reset page](/force-logout), then sign in again. 5. If the code does not arrive, check your spam or junk folder. Naayya codes come from an **@naayya.com** address. 6. Try a private browser window. If you still cannot sign in, contact [support@naayya.com](mailto:support@naayya.com) with the email address you are trying to use. ## I cannot see the right business Check: - You are signed in with the email that was invited. - The business owner or manager invited you to the correct business. - If your account belongs to more than one business, open the current business menu, choose **Switch business**, and select the business you need. - If the business or page is still unavailable, ask the owner or manager to confirm the invitation and access for that page. Staff access is managed from **Admin > Settings > Staff**. ## Classes, Services or Programs is missing from the sidebar Check: - An owner or manager has switched the offering on in **Admin > Settings > Offerings**. A switched-off offering is hidden from the sidebar, the command palette and **New offering**. Its pages still open. - Your role includes that area. See [Roles & Permissions](/help-center/roles-permissions). Creating a class, a service or a program switches its offering back on. See [Switch offerings on and off](/help-center/offerings-settings). ## A customer cannot book Check: 1. The class, service, or product is active and public enough for booking. 2. Capacity is available. 3. Booking has not closed. 4. The customer has a valid product, credit, membership, wallet balance, or payment method for the booking. 5. The product covers the class or service they are trying to book. 6. Any required waiver or policy acceptance is complete. For product coverage, start with [Class Coverage for Products](/help-center/linking-products-to-classes). ## A class does not appear online Check: - The class is published. Draft classes appear in **Current** with a **Draft** label and a **Publish** action. - The schedule has an upcoming session. - The teacher, location, and room or space are set. - The class has an active product or an active program that covers it. When neither covers the class, the class list shows **Not bookable**. - On the class page, **Show on public schedule** is on. A hidden class is labeled **Hidden from schedule**. - If you use a website widget, check that its filters are not hiding the class. See [Creating Classes](/help-center/creating-events) and [Website Integration Troubleshooting](/help-center/website-integration-troubleshooting). ## Times are missing for a service Check the service, its providers, and its resources together. Times only appear when: - The service is active and bookable. - For a provider-based service, at least one provider is assigned and has availability. - Required resources have availability. - Buffers and booking windows still leave a valid time slot. A resource-only service has no provider, so its times come from resource availability alone. See [Set Availability Schedules](/help-center/appointment-availability). ## Credits look wrong Check: - The product purchase status - Remaining credits - Expiry date - Bookings that used the product - Cancellations, no-shows, and attendance records - Whether the purchase belongs to a guest or profile customer Open the customer detail page and review products, credits, bookings, and recent activity together. See [Customer Details](/help-center/customer-details) and [Products & Credits](/help-center/products). ## A payment is pending or missing Check: - Whether the payment was online or offline - The month selected in **Payments** - The **Filter** menu and its **Filter by status** controls - Whether a banner says payments need classifying, then open the review queue - For an offline payment, whether the **Record Payment** action is available For payment account verification or capabilities, see [Payment Troubleshooting](/help-center/payment-troubleshooting). ## A teacher cannot see their schedule Check: - The person accepted the correct invitation. - Their teaching profile is active. - They are assigned to the class instance. - They selected the correct business. - The class date is inside the schedule view they are using. See [View Your Schedule and Attendees](/help-center/viewing-your-schedule). ## A website embed is not showing correctly Check: - The complete generated snippet is from the current website embed page for the right business and embed type, either the schedule widget or the lead form. - Keep the snippet's matching script and element together when you paste it into your website builder. - The website builder did not strip the script or render the element as text. - Filters are not hiding all classes. - If the page still uses the classic v1 embed, follow the **Classic embed (v1)** section in the detailed guide before switching to v2. See [Website Integration Troubleshooting](/help-center/website-integration-troubleshooting). ## When to contact support Contact support when: - You cannot sign in after trying the steps above. - A payment or payout looks wrong after checking filters. - A customer is blocked from booking and you cannot find the cause. - Data appears missing or duplicated. - A live customer flow is failing. Include: - Business name - Your email address - Customer name or email, if relevant - Class, appointment, product, or payment reference - Date and time - Screenshot of the error, if available You can contact [support@naayya.com](mailto:support@naayya.com). --- # Abandoned Checkout Recovery Remind customers who started checkout but didn't complete their booking Canonical URL: https://www.naayya.com/help-center/abandoned-checkout-recovery Category: payments Last updated: 2026-10-11T09:14:23Z # Abandoned Checkout Recovery Abandoned checkout recovery sends a reminder email to customers who start checkout but do not complete their booking. The email gives them a way back to your studio's classes so they can continue. The reminder switch is in **Admin > Settings > Messages > Automations**, under **Checkout reminders**. ## How it works Naayya sends an email when an eligible checkout is at least three hours old and no more than 72 hours old. The email links to your studio's classes so the customer can complete their booking. The system is smart about when to send emails: - Waits at least three hours after checkout starts and stops considering it after 72 hours - Sends at most one reminder for each checkout, with a 24-hour cooldown between abandoned-checkout emails to the same customer from the same studio - Skips customers who completed a different purchase after abandoning - Respects the customer's global marketing-email preference and studio unsubscribe choice ## Enable or disable Abandoned checkout emails are enabled by default. To change this setting: 1. Go to **Admin** > **Settings** > **Messages** and scroll to **Automations** 2. Under **Checkout reminders**, find **Abandoned checkout emails** 3. Toggle **Abandoned checkout emails** on or off 4. Changes save automatically When disabled, no recovery emails are sent for your studio. ## What customers receive The email includes: - Your studio name and logo - A reminder that they have an incomplete booking - A button linking to your studio's classes - An unsubscribe link for customers who prefer not to receive reminders Customers can turn off marketing emails through **Account** > **Settings**. They can also use the unsubscribe link in the reminder email to stop these reminders from your studio. ## When emails are not sent Recovery emails are automatically skipped when: - The checkout is less than three hours old or more than 72 hours old - Abandoned checkout emails are disabled for your studio - The customer completed any purchase at your studio after the abandoned checkout - The customer has turned off marketing emails or unsubscribed from your studio - The booking or product is no longer available, or the price has changed - A reminder was already sent for this checkout - The customer already received a reminder from your studio in the last 24 hours ## Tips for better recovery **Keep your class schedule updated**: The email links customers to your classes. Make sure your schedule is current so customers can find and book what they wanted. **Respond quickly to inquiries**: Some customers abandon checkout because they have questions. Check your messages regularly and respond promptly. **Review your checkout flow**: If you notice high abandonment rates, consider whether your product descriptions are clear and your checkout process is straightforward. --- # Annual summary Review year-end payment totals, separate offline activity, and generate an official PDF for your records Canonical URL: https://www.naayya.com/help-center/annual-summary Category: payments Last updated: 2026-10-11T09:14:23Z # Annual summary Use the annual summary to review a completed year's payment activity and generate an official PDF for your records or accountant. The report keeps provider-processed online payments separate from manual and offline payments, so payment fees and payouts only appear against the payments they actually belong to. ## Before you begin - Annual summaries are only available for completed years. - You need access to **Admin > Reports**. - If you want the PDF to show the correct legal business details, review your [billing details](/help-center/billing-details) before generating it. ## Open the annual summary 1. Go to **Admin > Reports > Annual summary**. 2. Use the year selector to choose the completed year you want to review. 3. Wait for the report to load. You can move backward to older years. The current year stays unavailable until the year has closed. ## What the report shows The page starts with summary cards for the selected year: - **Online Gross**: Total provider-processed online payments included in the report - **Online Fees**: The payment fee on those online payments, shown as one amount - **Online Net**: Online Gross minus Online Fees - **Online Refunds**: Refunded amounts for the selected year - **Payouts**: Amounts paid out from online payments Below the summary cards, the report shows monthly tables so you can review how the totals changed across the year. ### Online payments table The main table is the online payments summary. This is the section to use when you want a clean view of provider-backed transactions and their payment fee. Each month shows: - **Gross** - **Fees** - **Net** - **Refunds** - **Payouts** This makes the online section useful for year-end review because all values come from the same payment flow. ### Manual and offline payments If your business records payments outside the online flow, the annual summary shows them in a separate **Manual and offline payments** section. This section is separate on purpose. Manual and offline payments carry no payment fee, and they do not have the same net calculations or payout records as online payments, so mixing them into the same table can make the report harder to understand. Use this section when you want to confirm: - How much revenue was recorded manually or taken offline - How many offline or manual payments were added during the year - Which months included offline activity ### Pending reconciliation If the report shows **Online payments pending reconciliation**, those payments were completed online but are still missing the payment fee data needed to include them in the final online totals. When this happens: - The payments stay visible in their own section - They are excluded from the online totals above - Payment fees, net, and payouts remain marked as pending until reconciliation is complete In most cases this section should be temporary. If it remains visible after payment activity has settled, contact Naayya Support so the underlying payment records can be reviewed. ### Revenue categories Every payment in Naayya is tagged with a **revenue category** that decides whether it counts toward revenue totals: | Category | What it means | Counts as revenue | | --- | --- | --- | | **Online Paid** | Paid through Stripe or a card terminal | Yes | | **Paid Outside Stripe** | Cash, bank transfer, manual card, or another offline method | Yes | | **Complimentary** | Given for free (comp, gift, staff) | No | | **Credit Adjustment** | Settled with store credit the customer already had | No | | **Carry-Over** | Migrated from a previous system or balance carried forward | No | | **Voucher Redemption** | Paid by redeeming a voucher or wallet balance | No | | **Needs Review** | Saved before the category was recorded and still needs to be confirmed | Excluded until classified | Only **Online Paid** and **Paid Outside Stripe** add to gross and net revenue. The other categories are tracked separately so vouchers, comps, and credit use do not inflate your totals. ### Payments needing classification If **Admin > Payments** shows a banner that reads *"N payments need classifying"*, those payments are currently in the **Needs Review** category. They were saved before the category was recorded, so Naayya does not yet know how to count them. 1. Click **Review** on the banner to open the classification page. 2. For each payment, Naayya suggests a category based on the amount, payment method, and any notes. Green suggestions are safe to accept; amber suggestions are worth double-checking. 3. Pick the correct category (or keep the suggestion) and save the batch. If several payments share the same note, use **Apply to all with the same note** to classify them together. 4. When every row is cleared, the banner disappears and those payments flow back into your monthly and annual totals. If you're unsure which category fits, the table above is the reference. When nothing matches cleanly, **Complimentary** is the safest default because it keeps the payment out of revenue rather than inflating it. ## Generate the official PDF When you are ready to save or share the report: 1. Open the correct completed year. 2. Click **Generate official PDF**. 3. Wait for generation to finish. 4. Download the file, or use **Download latest PDF** if one already exists. Naayya generates a fresh PDF each time instead of silently reusing an older file. This is useful when payment reconciliation improves later, manual payments are added, or business details need to be reflected in a newly generated document. ### What appears on the PDF The official PDF includes: - Business name and legal name - Billing address - VAT number, if available - Monthly online payment totals - Separate manual and offline totals when relevant - Separate pending reconciliation totals when relevant - Reference number and generation timestamp If any legal or billing details are wrong, update them before generating the PDF again. ### When to regenerate Generate a new PDF when: - You corrected business billing details - Missing manual or offline payments were added - Reconciliation changed the final online payment fee or payout totals - Your accountant asks for the latest official version ## Related - [Payment Methods & Payouts](/help-center/payment-methods): Review payment capabilities and payout timing - [Billing Details & Invoices](/help-center/billing-details): Update the business details shown on official documents - [Invoice vs Receipt](/help-center/invoice-vs-receipt): Check which payment document a customer receives - [Payment Review](/help-center/payment-review): Classify payments before they affect reporting --- # Billing details and invoices Choose your Naayya plan after setting up Stripe, see what it costs, update your billing details and tax ID, and download invoices Canonical URL: https://www.naayya.com/help-center/billing-details Category: payments Last updated: 2026-10-21T05:52:06Z # Billing details and invoices **Admin > Settings > Billing** keeps your subscription, billing details, recent invoices, included features, agreements and usage on one page. Scroll to the section you need. It applies to the business selected in the sidebar; **Profile** manages your personal account. This page is about what your business pays Naayya. For payments your customers make to you, see [Set up Get Paid](/help-center/get-paid-setup). ## Your plan At the top of the page, the first card shows your plan and one line about it, for example **€99 per month, renews at €115.83 on 16 Oct 2026**. The renewal amount includes VAT. Amounts and dates follow your billing country. The line also tells you when your free trial ends, when a cancelled plan ends, or when a payment is overdue. If you saved a payment method during your free trial, it shows **First charge on** the day your trial ends, with the amount. A plan paid by bank transfer shows **paid by bank transfer** and the date of your next invoice. - **Manage** opens your Naayya subscription in Stripe, where you can update your payment method. - **Choose plan** appears during a free trial or after it ends, so you can start a plan. - **Cancel plan** ends your plan at the end of the period you paid for. You confirm before anything changes. Only the business owner can cancel. Below it, a second card shows the next plan up and what it adds. Enterprise is priced for each business, so it shows **Talk to sales** instead of a price. ## Choose your plan after setting up Stripe When you finish setting up Stripe in **Get Paid** during your free trial, Naayya asks you to choose your plan. Only the business owner sees this step, and you choose before you continue: - **Your trial's plan**, already selected. Add a card, or a bank account for SEPA Direct Debit. Nothing is charged today. The first charge is on the day your free trial ends, and the step shows its amount. Adding a payment method early does not shorten or restart your trial. - **Free**. No monthly fee, and a 5% payment fee on each payment. Your business moves to Free straight away. You can choose a plan later from **Choose plan** on this page. The payment methods depend on your billing country and the plan's currency. SEPA Direct Debit is offered where it works for your country and the plan is paid in euros. Card works everywhere. If Naayya bills your business by invoice or bank transfer, you do not see this step. ## Billing details Under **Billing details**, three cards hold the details on your Naayya invoices. Select **Edit** to change the business details or tax ID, or **Add** when nothing is set yet. - **Business details.** Your billing email, legal business name and address. Invoices and receipts go to the billing email. Use the exact legal name and address you want on your invoices. - **Payment method.** The card or bank account Naayya charges. Select **Edit** to change it in Stripe. With no payment method on file, the card shows **Not set**; choosing a plan adds one. - **VAT number**, **Business Number** in Canada, or **ABN** in Australia. The card appears for every country where your tax ID can go on your invoices. When you save a number, Naayya checks it: EU numbers with the EU VAT register (VIES), and Swiss, UK, Canadian and Australian numbers by their format and check digits. A checked number shows a verified mark. If the check fails, or Naayya cannot check numbers from your country, the number is still saved and shows **(not verified)**. Your business country is also needed before you connect Stripe in **Get Paid**. Stripe keeps the account country set during setup, so set it here first. Until you start setting up Stripe in **Get Paid**, the **Country or region** list shows only the countries where Naayya takes payments. After that, it also shows the other countries Naayya can invoice. ## Recent invoices The **Recent invoices** section lists your Naayya invoices, newest billing period first: the date, what it was for, and the amount in the invoice's currency. An invoice that is not paid yet shows its status, such as **Due** or **Processing**. Select an invoice to open it. Select **More invoices** to see older ones. Every issued invoice is there, so you can collect a full year for your accountant. Next: [Plan features](/help-center/plan-features) or [Invoice vs receipt: what Naayya provides](/help-center/invoice-vs-receipt). --- # Booking & Checkout Settings Configure guest checkout, payment modes, and other booking settings for your studio Canonical URL: https://www.naayya.com/help-center/booking-settings Category: payments Last updated: 2026-10-14T17:00:00Z # Booking & Checkout Settings Control how customers book and pay for your classes. Open **Admin → Settings → Booking**. Use **Checkout** for guest checkout and verified phones, **Availability** for booking windows and business closures, **Waitlist** for waitlist rules, and **Policies** for cancellations. ## Guest checkout When guest checkout is off, customers must sign in or create an account to complete a booking. When it is on, customers can book or purchase eligible options without creating an account. They enter their name and email during guest checkout. Memberships and free bookings still require an account. ### When to use guest checkout - You're just getting started and want to reduce friction for new customers - You run drop-in classes or one-off workshops where repeat booking isn't expected - Your customers prefer a quick checkout experience ### How to enable it 1. Go to **Admin → Settings → Booking → Checkout**. 2. Find **Guest checkout** in the **Checkout** section. 3. Toggle **Guest checkout** on. 4. The setting saves automatically. Customers who check out as guests will still appear in your customer list with their name and email. If they create an account later using the same email, their booking history carries over. ## Verified customer phone Use this when your team needs a verified phone number for booking updates, last-minute class changes, or day-of coordination. Change it in **Admin → Settings → Booking → Checkout**, under **Verified customer phone**. - **Off**: Naayya does not ask customers for a phone number. - **Ask only**: Naayya asks customers to add a verified phone number, but they can skip it. - **Require new customers**: customers who are new to your business must verify a phone number before booking. Existing customers can continue booking and see an optional prompt. - **Require all customers**: every signed-in customer must verify a phone number before booking. "New customer" means new to your business, not necessarily new to Naayya. Guest checkout still only collects name and email; the verified phone setting applies when a customer books while signed in or finishes account setup. SMS and WhatsApp marketing consent are managed separately from phone verification. ## Payment mode Choose how your studio accepts payments: - **Online only**: customers pay at checkout via Stripe (card, SEPA, ACH depending on your setup) - **Offline only**: no online payment; customers pay at the studio - **Hybrid**: customers can choose to pay online or at the studio Change this in **Admin → Settings → Get paid**. ## Booking window Appointments and classes have separate booking windows in **Admin → Settings → Booking → Availability**. Changing an appointment setting does not change when customers can book a class. ### Appointments Under **Appointment booking window**, set **Minimum notice** for how far ahead a customer must book an appointment and **Booking horizon** for how far ahead appointment times can be offered. Click **Save appointment changes**. Appointment time-slot and checkout-hold controls are in **Appointment time slots**. ### Classes Under **Class booking window**, choose **Class minimum notice** and **Class booking horizon**, then click **Save class window**. The minimum notice is how long before a class starts a customer must book. It defaults to **2 hours** for existing and new businesses. You can choose another value, including **None** for zero notice. The booking horizon limits how far ahead customers can book and defaults to **No limit**. The class window applies to new class bookings, including bookings using class credits or memberships, and to waitlist joins and promotions. Appointment booking settings remain separate. ## Minimum bookings Owners and managers set attendance rules in **Admin → Settings → Booking → Minimum bookings**. Choose an **Offering**, enter **Minimum bookings**, then select **Save minimum bookings**. This applies to ordinary classes and workshops. Courses are managed as a whole run. Leave the minimum empty to run normally. A new minimum defaults to **Team review**, 24 hours before each session. If confirmed bookings are below the minimum then, one attendance item appears in **Inbox**. Team review does not cancel the session, change bookings or credits, or send customers a message. ### Advanced controls Open **Advanced controls** to change when the team is asked or to choose **Automatic cancellation**. Existing automatic-cancellation rules keep their minimum and cutoff until you change them. Editing only the minimum preserves the other choices. For automatic cancellation, **Ask the team, hours before the start** must be earlier than **Cancel if still below minimum, hours before the start**. By default, the review is 24 hours before the cancellation cutoff. If the session remains below its minimum at the cutoff, the existing cancellation and customer-notification rules apply. Until its first booking, a proposed session's provider and room can still be booked for other offerings at that time. See [Runs if: proposed classes](/help-center/creating-events#class-configuration-runs-if-proposed-classes). ### Decide in Inbox Open the attendance item in **Admin → Inbox**. It shows the session, confirmed bookings, minimum, responsible staff, and any automatic-cancellation cutoff. - Select **Run anyway** to keep this session running despite its minimum. The decision stays saved when Naayya checks attendance again or the offering's default rule changes. It does not change the rule for other sessions. - When your role allows it, select **Open session** to use the existing session, customer and cancellation controls. Run anyway cannot restore an already-cancelled or started session. - If enough bookings arrive, or the session is cancelled, the attendance item resolves automatically. Owners and managers can act across their business in Inbox. Other staff see their assigned attendance items above their **Schedule** in their work area and can use **Run anyway** for team review. For automatic cancellation, only owners, managers and assigned content managers can choose **Run anyway**. A staff assignment stays in place when attendance is checked again. Attendance alerts go to staff. Owners and managers use the existing **Business notification policy** in Inbox; each person can use **Personal delivery preferences**. Assigned staff see their task in their work area. See [Notification Settings](/help-center/notification-settings). Introducing attendance review does not send a backlog of alerts for reviews that were already due. ## Cancellation Cancellation rules are managed separately from checkout settings. Open **Admin → Settings → Booking → Policies** to set the customer cancellation window and the result when a booking is cancelled. Explain the refund, credit, or forfeiture result in the policy so customers know what to expect before they book. ## Abandoned checkout recovery When enabled, customers who start checkout but don't complete it receive a reminder email. This can help recover lost bookings. Open **Admin → Settings → Messages → Automations** and toggle **Abandoned checkout emails** under **Checkout reminders**. See [Payment Methods & Payouts](/help-center/payment-methods) for setting up Stripe capabilities. --- # Gift Cards Set up gift cards, share the public store link, and help customers use their balance Canonical URL: https://www.naayya.com/help-center/gift-cards Category: payments Last updated: 2026-10-19T11:15:00Z # Gift Cards Create digital gift cards in **Admin > Gift Cards**, then share the link to your public gift card page. Customers choose an available amount and complete the purchase from there. ## Before You Start Set up [Get Paid](/help-center/get-paid-setup) and your business's gift card terms. **Admin > Gift Cards** shows any setup requirement you still need to complete. Review the terms for your business before using a suggested template. ## Creating Gift Cards Go to **Admin > Gift Cards** and select **New Gift Card**. Add a name, choose how long the card is valid, set the amounts customers can buy, and review its appearance before saving. ### Configuration The form lets you set **Name**, **Valid for**, and **Price Options**. Offer the amounts you want customers to choose from; the public page displays those choices on each active card. ### Design Use the design controls and preview to check how the card will look to a customer. ### Managing Templates Cards in the admin list show whether they are **Active** or **Inactive**. Only active cards appear on the public gift card page and in **Shop**. Open that page after changing availability to check what customers see. ## Sales Tracking Open the **Sales** tab in **Admin > Gift Cards** to review purchases and redemption activity. Use the record for a specific sale when helping a customer with its balance or status. ## Where Customers Buy In **Admin > Gift Cards**, select **Copy Store Link**. Open the copied link to check that your active cards and amounts appear, then share it on your website, in email, or with a customer. For one specific card, the card's admin entry also offers **Copy gift card link**. Customers also find gift cards in the **Shop** tab on your business's public page, listed first, beside products. Choosing a card opens the gift card checkout. The **Shop** tab appears when your business sells products or has an active gift card. The storefront header has no separate **Gift Cards** button; the gift card page link above still works and stays shareable. On the gift card page, a customer chooses a card and amount, then follows checkout. Delivery choices include sending it by email now, sending it later from an account, or keeping it for themselves. The choices shown depend on whether the purchaser is signed in. ## How Recipients Get Gift Cards A purchaser can send a card to the recipient by email or share its claim link. If they choose to send it later, they can manage that after purchase from their account. Ask the purchaser to check the delivery details at checkout. The recipient uses the claim link to add the card to their account wallet. See [Wallet and Gift Cards](/help-center/wallet-and-gift-cards) for the customer's steps. ## Redeeming Gift Cards ### Claiming The recipient opens the claim link and signs in or creates an account to claim the card. The balance then appears in their wallet for that business. A signed-in customer can also enter the gift card code at checkout with **Apply gift card or promo code**. The card is claimed to their wallet without leaving checkout, and the balance is used toward the purchase where wallet balance can pay for it. ### At Checkout For an eligible purchase, the customer can apply available wallet balance at checkout. Wallet balance cannot be used to buy a gift card, pay for a membership, or pay for an appointment online. If it covers only part of an eligible purchase, checkout shows the remaining amount to pay. ## Key Details Gift card balance belongs to the business that issued it. The **Valid for** choice sets the card's validity period; check the terms and expiration shown to customers before sharing the offer. Answer expiry questions from your business's current terms and the specific purchase record. For refunds, see [Refunds](#key-details-refunds). ### Refunds Owners and managers can refund a gift card purchase that was paid through Stripe, online or with **Tap to Pay on iPhone** in the Naayya POS app (see [Point of Sale](/help-center/point-of-sale)). Refund it from the payment in **Admin > Payments**. Refunds there are always for the full amount, and a refund cancels the gift card. A purchase can only be refunded while its gift card is unused. Once any of the card's balance has been spent, **Admin > Payments** refuses the refund with: "This payment bought a gift card that has already been used, so it cannot be refunded. No refund was made." A gift card sold at Point of Sale with **Cash**, **Own card reader**, **Transfer**, or another payment taken outside Stripe cannot be refunded in **Admin > Payments**. Correcting the amount taken on that sale does not cancel or change the card. If a full refund is made directly in Stripe after the card was used, Naayya cancels only the unused balance, keeps a fully used card marked as redeemed, and records the refund for review. A partial refund made in Stripe does not change the card: it stays active with its full balance. ### Expiration When creating a card, choose its **Valid for** period. Customers should be able to see the applicable expiration in their card details. If a customer asks about an older card, check its record in **Sales** rather than assuming it follows your current template. --- # Invoice vs Receipt: What Naayya Provides Understand invoices, receipts, VAT invoices, and credit notes in Naayya Canonical URL: https://www.naayya.com/help-center/invoice-vs-receipt Category: payments Last updated: 2026-10-11T23:12:00Z # Invoice vs Receipt: What Naayya Provides An invoice asks for payment or records a billing period. A receipt confirms that a payment was received. The document a customer sees depends on the payment flow and the records available for that payment. ## The Role of an Invoice An invoice is a detailed bill sent to a customer to request payment for goods or services. It specifies what the customer owes, the due date, and the terms of payment. Key characteristics of an invoice: * **Purpose**: To request payment from a customer. * **Timing**: Often issued before payment, or alongside a charge. * **Content**: Includes an itemized list of products or services, quantities, rates, total amount due, payment terms, and a unique invoice number. * **Use Case**: Common when a payment recurs on a schedule, such as a membership billing cycle. ## The Role of a Receipt A receipt serves as proof that a payment has been successfully completed. It confirms the transaction and acknowledges that the seller has received the money. Key characteristics of a receipt: * **Purpose**: To confirm that payment has been received. * **Timing**: Issued after the payment has been completed. * **Content**: Includes the amount paid, payment date, payment method, and confirmation that the transaction is complete. * **Use Case**: Used as proof that a one-time payment was completed when a receipt is available. ## How Naayya Handles Payment Documentation Naayya shows payment documents in a few places: - Businesses can open **Admin > Settings > Billing** and scroll to **Recent invoices** for their Naayya billing. Select an invoice to open it, and **More invoices** for older ones. - Customers can open **Account > Payments** to view downloadable **VAT invoices** and **Credit notes** when those documents exist. - Purchase confirmation emails can include a **View receipt** link. Membership billing emails can include hosted invoice and PDF links when they are available. ### Bundles and Physical Products: Receipts Bundles, class packs, and physical products are commonly one-time purchases. After a successful online purchase, Naayya sends a purchase confirmation email. When Stripe provides a receipt link, the email includes **View receipt**. When a receipt is available, it can include: - Studio name - Purchase reference - Product and amount details - Payment date - A link to view the receipt For a POS sale on the web, Naayya emails a receipt only when staff choose **Email** under **Receipt** at checkout, to the customer's address or to one typed for that sale. See [Give a receipt](/help-center/point-of-sale#give-a-receipt). The Naayya POS app sends a receipt email whenever the selected customer or guest has an email address. If the completed sale has a saved VAT breakdown, the email shows the amount before VAT, VAT, and the total paid. When your tax setup issues a numbered VAT invoice, its PDF is attached. Guests can open the attachment without a Naayya account. A business that does not collect VAT does not show a VAT breakdown or attach a VAT invoice. Declined card attempts have no invoice. Check the checkout confirmation and the **Payments** page to confirm the sale was recorded. In the Naayya POS app, a walk-in without an email address cannot receive that email. An email delivery problem does not undo a completed payment. Physical product purchases are also listed under **Account > Orders**. ### Memberships: Invoices Memberships are recurring products billed on their configured schedule. Their billing email can include an invoice link and a PDF link when Stripe provides them. For each billing cycle, the payment and invoice status depend on the Stripe billing result. Check the email or **Account > Payments** for the document available for that payment. An invoice can include: - Seller and customer details - Invoice number and billing period - Membership name and amount - A hosted invoice link or PDF when available Naayya includes the invoice links supplied by Stripe in the billing email. ## Customization and Branding To correct the business details used for invoices and VAT, update **Admin > Settings > Billing**. The links and document types shown depend on the payment record, so a payment may not offer every option. ## Summary Use a receipt to confirm that a payment was received. Use an invoice or VAT invoice to understand the amount billed and the applicable billing details. For customer documents, open **Account > Payments**. For business subscription billing, open **Admin > Settings > Billing**. For the business details shown on invoices, see [Billing Details & Invoices](/help-center/billing-details). For payment setup, see [Set Up Get Paid](/help-center/get-paid-setup). --- # Manage hardware Record printers, cash drawers, readers and your own card terminals at each location, connect cloud receipt printers, and set the rules for entrances Canonical URL: https://www.naayya.com/help-center/manage-hardware Category: payments Last updated: 2026-10-19T18:00:00Z # Manage hardware Owners and managers use **Admin > Settings > Hardware** to record devices and entrances at each location. **Devices** lists printers, cash drawers and readers by location and place. **Entrances** sets who may enter and when. ## Availability **Hardware** appears in the **Finance** section of **Admin > Settings** once **Products › In person** or **Sales points** is on in **Admin > Settings > Offerings**, even before you record a device. See [Turn selling on](/help-center/offerings-settings#turn-selling-on). It also appears once Naayya allows Entries for your business, so you can add an entrance before switching Entries on. Only owners and managers see it. Until then, Hardware and the **Hardware here** list on a location's page do not appear. Saving a device records its details. Epson and Star cloud receipt printers connect when you paste their printer address into the printer (see [Connect a cloud receipt printer](#connect-a-cloud-receipt-printer)). Once Entries is on in **Admin > Settings > Features**, staff check people in at an entrance on the **Entries** page. See [Check people in at the entrance](/help-center/check-people-in-at-the-entrance). ## Add a device Add the location first in [Locations](/help-center/managing-locations). A device belongs to one location and may also sit at a sales point, resource or entrance there. 1. Open **Hardware > Devices** and select **Add device**. 2. Choose the **Device type**, such as **Receipt printer** or **Cash drawer**. 3. Choose the **Brand and connection**, then the **Model** where a model list is available. 4. Enter a **Name** of up to 60 characters. Choose its **Location** and **Place**. 5. If it is connected to another device, choose that device. A cash drawer must have a **Connected printer**. A receipt printer can also be linked to a POS iPad at that location. 6. Follow the connection instructions and enter the settings shown. For a cash drawer, choose the drawer pin specified by its installer. Select **Save device**. 7. The final step confirms that the device was saved and says what to do next. For a cloud receipt printer, connect it as described below. Select **Close**. A brand awaiting vendor approval shows **Talk to us**. You can ask about support for it, but cannot save that driver yet. ## Record your own card terminal If your business takes cards on a terminal of its own, from any provider, record it here. A payment taken by **Own card reader** can then say which terminal took it, and the shift report totals each terminal. Naayya does not connect to the terminal and receives nothing from it. It keeps the name you give it. 1. Select **Add device** and choose **Card reader** as the **Device type**. 2. Under **Brand and connection**, choose **Own card reader (no connection)**. You can type the terminal's make under **Model (optional)**. 3. Enter a **Name** staff will recognise, such as "Bar terminal". Choose its **Location**. Under **Place**, choose the sales point it is used at, or leave **Location only** for a terminal every sales point of that location uses. 4. Select **Save device**. There is no connection to choose and nothing to test. The terminal shows **Own card reader** and **No connection needed**. Staff see it the next time they take a payment by **Own card reader**. See [Say which terminal took a card payment](/help-center/point-of-sale#payment-methods-say-which-terminal-took-a-card-payment). You can rename, move or disconnect a terminal at any time. Payments it has already taken keep the name it had when they were taken. A disconnected terminal is no longer offered at the till. ## See devices and connections Each device shows its name, model or brand, status and connection. **Not connected yet** means Naayya has not received a report from the device. Your own card terminal shows **No connection needed**, because Naayya never connects to it. **Online** means it checked in within the last two minutes, **Offline** that its last report is no longer recent, and **Needs attention** that it reported a problem such as an empty paper roll. Saving details or rotating a token does not mark a device online. POS iPads appear in a separate, read-only list. Manage their sales-point assignments in [Sales Points](/help-center/manage-sales-points). A location's edit page has a **Hardware here** list; **Manage hardware** opens the Hardware page for that location. On **Sales Points**, the **Hardware** column lists the devices placed at each sales point. ## Edit, move or disconnect a device Open the device's actions menu. - **Edit device** changes its name, place, connections and settings. - **Move** chooses another location or place. Moving to another location clears that device's printer and POS iPad connections; reconnect it after moving. - **Disconnect** removes the device from the working list, makes it inactive and revokes its tokens. Confirm **Disconnect**. This does not operate the physical hardware or automatically disconnect other devices linked to it; move or reconnect those devices separately. If a linked device was disconnected, the page identifies that connection as **Disconnected device** or **Disconnected POS iPad**. ## Connect a cloud receipt printer An Epson printer with Server Direct Print (TM-T88VI, or TM-T88V with a UB-E04 interface) or a Star printer with CloudPRNT (such as the mC-Print3) fetches receipts from Naayya over the internet. Nothing needs installing at your business. 1. Add the printer with **Add device**: choose **Receipt printer**, then **Epson · Cloud printing** or **Star · Cloud printing**, and place it at the sales point it serves. 2. Open the printer's actions menu and choose **Rotate token**, then select **Rotate token** in the dialog. 3. Copy the **Printer address**. It is shown once and disappears when you close the dialog. Keep it private: anyone with it can collect that printer's receipts. 4. Open the printer's own web settings page. On an Epson printer, turn on **Server Direct Print** and paste the address as its URL. On a Star printer, turn on **CloudPRNT** and paste it as the server URL. 5. Wait for the printer to show **Online** on the Hardware page, then choose **Print test page** in its actions menu. A job waits for the printer to check in. A job the printer has not collected within 10 minutes is dropped, so a printer that comes back online later does not print old receipts. If you think the address was shared, choose **Rotate token** again and paste the new address: the old one stops working immediately. To open a cash drawer from a cloud printer, add the drawer as a **Cash drawer** with that printer as its **Connected printer**. ## Print receipts from the web POS At **Admin > POS**, choose **Print** under **Receipt** before you complete checkout or close a tab. The receipt prints at the printer's next check-in. POS offers the printers placed at the sales point you are selling at, or for a tab the sales point it was opened at, and the printers placed at no sales point, so a receipt never prints at another bar. With more than one, choose which under **Print on**. The computer remembers the choice, so later sales start at **Print**. Choose **No receipt** to stop. See [Give a receipt](/help-center/point-of-sale#give-a-receipt). To print a receipt for a sale that had none, choose a printer under **Paper receipt** on the sale's confirmation. The paper receipt shows the same amounts, VAT and invoice number as the emailed receipt. When the sale was paid in cash and the printer has a connected cash drawer, the drawer opens once for that sale. The drawer opens with the printed receipt, so a cash sale with **No receipt** or **Email** does not open it. A card or other payment, printing an older sale again, or printing the same sale on a second printer never opens a drawer. Every drawer opening is recorded. ## Rotate a device token Some devices use their own token, including cloud printers and entrance devices. They never need a staff login. For a cloud printer the token is part of its printer address (see above). 1. Open the device's actions menu and choose **Rotate token**. 2. Review the warning, then select **Rotate token** in the dialog. 3. Copy the token, or the printer address, and keep it private. It is shown once and disappears when you close the dialog. The previous token stops working immediately. Closing the dialog before selecting **Rotate token** changes nothing. ## Add an entrance 1. Open **Hardware > Entrances** and select **Add entrance**. 2. Enter a **Name**, choose its **Location** and **Type**. 3. Choose who may enter: **Active members**, **Holders of an entry pass**, or **People booked today**. Turn on each one that applies. 4. Turn on **Limit to opening hours** to choose days and opening periods. Outside them, people are refused with **Outside opening hours**; staff are still let in. With the limit off, the entrance has no hours restriction. 5. Turn on **Check in bookings when entry is allowed** if passing this entrance should also check the person in to their booking. Otherwise, entering is not attending: the entry is recorded and the booking is not checked in. 6. With **People booked today** or **Check in bookings when entry is allowed** on, set which booking counts: **Counts for a booking starting within (minutes)** (60 unless you change it) and **Or one that started up to (minutes ago)** (30 unless you change it). Each can be up to 720 minutes. The booking must be at this entrance's location. 7. Choose whether money owed refuses entry. With **Refuse entry for money owed** off, money owed does not refuse entry, and staff see what the person owes when they check in. Turn it on and enter **Once owed for (days)**, **Or when they owe more than**, or both. 8. Choose what the hardware should do under **When Naayya cannot answer**, then select **Save entrance**. Staff check people in at the entrance on the **Entries** page once Entries is on. Switching Entries on needs an active entrance, and while it is on your last active entrance cannot be switched off or archived. See [Check people in at the entrance](/help-center/check-people-in-at-the-entrance). Emergency exits and fire release remain the responsibility of the hardware and its installer. To rename an entrance or change its rules, choose **Edit entrance** in its actions menu. To remove it from the working list, choose **Archive** and confirm. Move devices placed at that entrance before archiving it; archiving the entrance does not move or disconnect those devices. --- # Manage sales points Set up the bars, cafés, shops, and front desks that sell at each location, choose what each one sells, and manage the POS devices assigned to them Canonical URL: https://www.naayya.com/help-center/manage-sales-points Category: payments Last updated: 2026-10-19T11:15:00Z # Manage sales points A sales point is a place at one of your locations where staff sell, such as the clubhouse bar, a café, a shop, or the front desk. Owners and managers set up sales points in **Admin > Settings > Sales Points** and choose which POS device sells from each one. ## Availability Sales points appear once **Sales points** is on in **Admin > Settings > Offerings**, under **Selling**. It is off for a new business, and an owner or manager turns it on; turning it on also ticks **Products › In person**, because sales points sell your products in person. See [Turn selling on](/help-center/offerings-settings#turn-selling-on). While it is on, **Sales points** appears in the **Finance** section of **Admin > Settings**, even before you add one. While it is off, selling at [Point of Sale](/help-center/point-of-sale) works as before. Sales points cannot be turned off while a sales point is not archived, or while your business has an open tab or an open shift. Archive your sales points first. ## Who can use this page - Owners and managers can add, rename, reorder, and archive sales points, choose what each one sells, choose whether each one requires a shift, and move or disconnect POS devices. - Staff with POS access can open the page and see the sales points and the devices, but cannot change them. In the **Products** column they see whether a sales point sells **Everything** or **Chosen products**; they cannot open the list. ## Before you start A sales point belongs to one location, so add the location first in **Admin > Settings > Locations**. See [Manage Locations and Resources](/help-center/managing-locations). A location can have several sales points, for example a bar and a café in the same clubhouse, each with its own iPad. A sales point is not a resource. Customers do not book it, and it has no availability. For a court, room, or equipment that customers reserve, add a resource to the location instead. ## Add a sales point 1. Go to **Admin > Settings > Sales Points**. 2. Select **Add sales point**. 3. If your business has more than one location, choose the **Location**. 4. Enter a **Name** of up to 60 characters, such as "Clubhouse bar". 5. Select **Add sales point**. A location can use each name once. If the name is already taken there, the dialog says so and nothing is added. When your business has more than one location, the list groups sales points by location. ## Rename or reorder a sales point - To rename a sales point, select its name in the list, edit it, then press Enter or select the check mark. Press Esc to cancel. - To change the order at a location, open the sales point's actions menu and select **Move up** or **Move down**. ## Choose what each sales point sells Each sales point can sell its own products: drinks and snacks at the bar, rackets and clothes at the shop counter. This works with a single sales point too, because Point of Sale also sells at **No sales point**: a bar can sell drinks only while the front desk sells everything. The list shows a **Products** column that reads **Everything** or **Chosen products** for each sales point. This applies to web POS. The Naayya POS app does not follow a sales point's products yet: an iPad assigned to the sales point still lists and sells every product. Every sales point sells **Everything** until you choose otherwise. 1. Open the sales point's actions menu and select **Choose products**. 2. Select **Only what you choose**. 3. Under **Add to the list**, select **Add** next to a category or a product. Use the search to find a product. 4. To change the order, use the up and down arrows on a row. The POS at this sales point lists its products in this order, grouped by category. 5. To take something off the list, select the remove button (the cross) on its row. 6. Select **Save**. Nothing changes until you save. If two people edit the same sales point's list, the last save replaces the whole list. A category on the list covers every product in it, and in the categories inside it. A product you add to that category later is sold at the sales point too, with no extra step. See [Product categories](/help-center/creating-physical-products#product-categories). If you select **Only what you choose** and leave the list empty, the sales point sells nothing, and web POS shows no **Retail** tab while that sales point is chosen. To go back, select **Everything** and save. Your list is kept for the next time you choose. At [Point of Sale](/help-center/point-of-sale), staff who choose this sales point under **Selling at**, in the sales point menu next to **New order**, see only its products. A sale there is refused for a product the sales point does not sell. Prices are the same at every sales point. If you delete a category, it comes off every sales point's list. Its products lose their category, so a sales point that sold them through that category stops selling them until you add them again. ## Mark a product unavailable at a sales point When a sales point runs out of something, mark it unavailable there. It stays on that sales point's list on web POS, shown as **Unavailable**, and cannot be sold there. Other sales points are not affected. This applies to web POS. The Naayya POS app does not follow it yet: an iPad assigned to the sales point still sells a product marked unavailable. 1. Open the sales point's actions menu and select **Mark products unavailable**. 2. Switch the product off. The change saves as soon as you switch it. 3. Select **Done**. Switch the product back on when it can be sold again. The **Products** column shows how many of the products a sales point lists are unavailable there. The mark belongs to the product at that sales point. If you later archive the product or take it off the sales point's list, it is no longer counted; if the product comes back, it is still unavailable there until you switch it on. ## Require a shift before selling Each sales point has a **Require a shift before selling** switch in the list. It is on for a new sales point. - **On**: the sales point takes no payment until a shift is open there. Every sale is then on a shift report, and the cash can be counted against it. See [Shifts and the cash count](/help-center/point-of-sale#shifts-and-the-cash-count). - **Off**: the sales point sells with no shift open. A sale made while a shift is open still counts in that shift. A sale made with no shift open is on no shift report. The change saves as soon as you select the switch. Staff who cannot change sales points see **Yes** or **No** instead of the switch. Turn it off for a sales point where nobody counts a drawer, such as a desk that only takes card payments on your own reader. ## Archive a sales point Archive a sales point that stops selling, for example a bar that closes for the season. 1. Open the sales point's actions menu and select **Archive**. 2. Confirm **Archive**. The sales point leaves the list and stops selling. Its past sales keep their link to it. An archived sales point cannot be restored from this page. Archiving is refused while a POS device is still assigned to the sales point. Move those devices to another sales point or disconnect them first, then archive it. Archiving is also refused while the sales point has an open tab or an open shift. The message says how many and links to them: close or cancel the tabs on the [Tabs](/help-center/point-of-sale#tabs) page, and close the shift from the sales point menu on **Admin > POS**, with that sales point in **Selling at**. Then archive it. ## POS devices The **POS devices** list shows each device registered for your business, the sales point it is assigned to, and when it was **Last seen**. Disconnected devices are not listed. You cannot add a device on this page: devices are registered from the Naayya POS app. If the list says **No POS devices yet**, no device has been registered for your business. ### Move a device to another sales point In the device's **Sales point** column, choose another sales point, or choose **Not assigned**. The change saves as soon as you choose. ### Disconnect a device Disconnect a device that must stop selling now, for example a lost iPad. 1. Open the device's actions menu and select **Disconnect**. 2. Confirm **Disconnect**. The device stops selling and syncing for your business. This cannot be undone for that device: to use it again, set it up again in the Naayya POS app. ## Archive or disconnect? | Situation | What to do | | --- | --- | | A bar closes for the season | Archive the sales point | | An iPad is lost and must stop selling | Disconnect the device | | An iPad moves from the bar to the café | Move the device to the café's sales point | ## Related articles - [Point of Sale](/help-center/point-of-sale) - [Manage Locations and Resources](/help-center/managing-locations) --- # Payment Methods & Payouts Check payment setup, manage available bank debit methods, see when TWINT and Link are offered, and find your payout details Canonical URL: https://www.naayya.com/help-center/payment-methods Category: payments Last updated: 2026-10-05T00:00:00Z # Payment Methods & Payouts Start in **Admin > Settings > Get Paid**. This page shows whether your payment account is connected, whether setup needs attention, and which optional bank debit methods you can manage for your business. Swiss businesses can also offer TWINT at checkout, described below. ## Manage payment capabilities in Naayya 1. Open **Admin > Settings > Get Paid**. 2. Check the account banner. **Connected** means the account is ready to process payments; **Incomplete** or **Error** needs attention before you rely on online checkout. 3. If **Complete Onboarding** appears, follow it and provide the information requested. 4. Check **Payment Methods** for any bank debit option available for your account. The options depend on the currency your account charges in. The payment options a customer sees can also depend on the purchase. Check an actual customer checkout before promising a specific method. ## Enable SEPA Direct Debit (accounts that charge in euros) SEPA Direct Debit only charges in euros, and checkout charges in your account's own currency. So the **SEPA Direct Debit** row appears when your payment account charges in euros. That includes businesses registered in Switzerland or the UK whose account charges in euros. If **SEPA Direct Debit** appears under **Payment Methods**, select **Enable** to request it. A pending status means it is not yet available at checkout. Once active, use the selector on that row to choose **Off**, **Memberships only**, or **All eligible purchases**. The last option still depends on whether the particular checkout supports SEPA. Turning it off does not cancel an existing SEPA-funded membership renewal. When sharing a class pack or membership, use your public [Pricing page or an individual offer link](/help-center/public-product-storefront). Review checkout as a customer to see whether SEPA appears for that offer. ### If your account charges in another currency If your account charges in a currency other than euros, such as CHF, **Payment Methods** shows a **Direct debit** line instead of a SEPA row: "Direct debit isn't available for payments in CHF. SEPA Direct Debit only charges in euros." There is no **Enable** button, because no bank debit is available for that currency. Customers can still pay by card, and Swiss businesses can offer TWINT. ## Enable ACH Direct Debit (US studios) If **ACH Direct Debit** appears under **Payment Methods**, select **Enable** to request it. The row shows **Pending** while approval is outstanding and **Active** when the capability is ready. Complete any account information requested during setup. Check the customer checkout for the offer you plan to share. An active capability on your account does not mean ACH will appear for every type of purchase. ## Offer TWINT (Swiss businesses) TWINT is not a setting in Naayya and has no row under **Payment Methods**. When your payment account has TWINT approved, customers see it next to card at checkout and confirm the payment in the TWINT app. - **Where it appears:** one-time payments in CHF for class packs and products, classes, appointments, and full program payments. - **Where it does not appear:** memberships, gift cards, wallet top-ups, payments in instalments, payments that are authorised first and captured later, payments above CHF 5,000, and any checkout in another currency. These checkouts do not offer TWINT. - **Saved payment methods:** TWINT cannot be saved for later, so a customer who selects TWINT is not offered the option to save a payment method. - **Payment fee:** TWINT payments carry the same payment fee as card payments. TWINT reviews each business before it approves the capability. It checks that your website shows your legal name, your full address, and an email address or phone number. Naayya requests TWINT when a Swiss payment account is created. Until TWINT approves it, checkout does not offer TWINT. Because Naayya does not show the TWINT status in **Get Paid**, open a customer checkout for a CHF offer to see whether TWINT appears. If a customer cancels in the TWINT app, they see the same payment failed message as for a declined card. ## Link at checkout Link is Stripe's saved checkout. A customer who has saved a card with Link, at your business or any other business that uses Stripe, enters their email, confirms a one-time code, and the card is filled in for them. Link is not a setting in Naayya and has no row under **Payment Methods**. It appears next to card when your payment account can take Link payments. - **Where it appears:** one-time payments for class packs and products, classes, appointments, gift cards, and wallet top-ups. - **Where it does not appear:** memberships, program enrollments, and payments that are authorised first and captured later. These stay on card and the other methods described above. - **Saved payment methods:** a customer who pays with Link is not offered the option to save a payment method in Naayya. Link keeps their saved cards for them. - **Payment fee:** Link payments carry the same payment fee as card payments. - **Refunds:** you refund a Link payment the same way as a card payment. ## Card payments and transfers The **Get Paid** banner is the first place to check whether your account can process card payments. If setup is incomplete, follow **Complete Onboarding** or the account notice. Bank debit payments can remain pending after a customer submits checkout. Confirm the payment and purchase status before telling a customer that access is ready. ## Review payout schedules and bank accounts Use the account management section in **Get Paid** to review or update the account details Stripe makes available to you. Some connected accounts also show **Open your Stripe dashboard**, where you can review payouts, balances, and tax forms. The exact controls depend on your account. If you cannot find a payout or bank account setting in Naayya, check your Stripe account dashboard or contact support. Do not use an expected payout date as proof that a customer payment has completed. ### Reconciling payouts Compare the payout and payment records in Stripe with the corresponding sales in Naayya. Refunds, disputes, and still-pending payments can make a payout differ from the day's sales total. See [Annual summary](/help-center/annual-summary) for year-end reporting. ## Keep data in sync After changing account information, return to **Get Paid** and refresh the page to check the latest status. If it still says **Incomplete** or **Error**, follow the account notice or [Payment Troubleshooting](/help-center/payment-troubleshooting). --- # Payment Review Review payments that need classification or manual attention before reporting. Canonical URL: https://www.naayya.com/help-center/payment-review Category: payments Last updated: 2026-09-19T00:00:00Z # Payment Review Payment Review helps you classify payments before they are treated cleanly in revenue reports. Naayya pre-fills a best guess from the information on each payment, and you can keep or change it. Use it when a payment's classification, source, or reporting treatment is unclear. ## When to review a payment Review a payment when: - the **Payments** page says payments need classifying - The payment source is unclear - A manual/offline record needs context - A payment does not match the expected product or customer - Reporting would be misleading without classification ## How to review payments 1. Open **Admin > Payments**. 2. If the page shows a **payments need classifying** banner, select **Review**. 3. On **Classify payments**, check the customer, product, amount, method, status, date, reference, and notes. 4. Keep the pre-filled classification when it matches the evidence, or choose another option. 5. Select **Save batch** when the rows are ready. When several payments belong to one customer, you can use **Classify all as**. If several rows have the same note, you can apply the same choice to those rows. Check each payment before applying a group action. ## What to check Before changing anything, check: - Customer - Product - Amount - Payment method - Payment status - Date - Any manual reference or note If you choose **Also cancel this payment**, use it only when a pending or failed record should be canceled. This cancels the payment record for reporting; it does not refund money that was already collected. Confirm the record and use the appropriate refund workflow when money needs to be returned. ## Keep notes useful If you add context, keep it factual and specific. Good note: "Bank transfer received on 2026-06-01, reference INV-1042." Weak note: "Fixed." ## Related articles - [Payments](/help-center/payment-methods) - [Record Offline Payments](/help-center/record-offline-payments) - [Reports](/help-center/reports) - [Payment Troubleshooting](/help-center/payment-troubleshooting) --- # Payment Troubleshooting Resolve common payment verification, capability, and payout issues in Naayya Canonical URL: https://www.naayya.com/help-center/payment-troubleshooting Category: payments Last updated: 2026-10-05T00:00:00Z # Payment Troubleshooting Payment and Stripe account alerts appear on the **Get Paid** page inside Naayya. Use this guide to diagnose common blockers. ## Outstanding requirements **What it means:** Stripe still needs information to verify your business or its representatives. **Fix it:** 1. Open **Admin > Settings > Get Paid**. 2. Open the Stripe notification banner or select **Complete Onboarding**. 3. Follow Stripe's steps to provide the requested information or documents. 4. Return to **Get Paid** and check whether the account status now says **Account Connected**. If the account still says **Setup Incomplete**, follow any remaining steps shown in the notification banner. ## Capability stuck in “Pending” - Check the capability under **Get Paid > Payment Methods**. - A capability can remain **Pending** while Stripe reviews it. Follow any request for more information. - For SEPA, checkout does not offer SEPA Direct Debit until the capability is active. - If the status stays pending and no next step is shown, contact Stripe Support from the Stripe dashboard. ## Payment status looks wrong 1. Open the payment in **Admin > Payments** and check its status and details. 2. On **Get Paid**, check the Stripe account status and any notification banner. 3. If the account is in the Stripe Test Environment, payments are for testing and do not settle to a bank account. 4. If the status still looks wrong, contact Naayya Support with the payment and account details shown in the app. ## Payouts paused or delayed - Open the Stripe notification banner in **Get Paid** and follow the steps it shows. - Use **Account details** to check the payout bank details you entered. - Use **Open your Stripe dashboard** for payout history, balances, and tax forms. - If Stripe has restricted the account and the reason is unclear, contact Stripe Support from the dashboard. ## Unable to enable SEPA or ACH - Open **Admin > Settings > Get Paid** and look under **Payment Methods**. - SEPA Direct Debit is shown for accounts that charge in euros. It is not available for other currencies such as CHF, where **Payment Methods** shows a **Direct debit** line saying so. ACH Direct Debit is shown for eligible US accounts. - If a method shows **Pending**, wait for Stripe's review and follow any request for more information. - If a method is unavailable or remains blocked, contact Stripe Support from the Stripe dashboard. ## Need more help? - Visit Stripe’s [Account Requirements](https://support.stripe.com/topics/account) documentation for detailed rules. - Contact Stripe Support through the Stripe dashboard. - Reach out to Naayya Support with screenshots if a status in the app does not match what you see in Stripe. For customers who started checkout but did not finish, see [Abandoned Checkout Recovery](/help-center/abandoned-checkout-recovery). --- # Point of Sale Use POS to sell bookings, memberships, products, and gift cards in person Canonical URL: https://www.naayya.com/help-center/point-of-sale Category: payments Last updated: 2026-10-19T11:15:00Z # Point of Sale Use Point of Sale when a staff member completes a sale in person. POS can sell class bookings, packs, memberships, retail products, and gift cards that are available in the catalog. Retail products appear in POS only while **Products › In person** is ticked in **Admin > Settings > Offerings** (turning on **Sales points** ticks it too), and the **Retail** tab shows once there is at least one active product. See [Turn selling on](/help-center/offerings-settings#turn-selling-on). Each kind of item is a tab at the top of web POS, such as **Classes**, **Passes & packs** or **Retail**. A tab shows only when it has something to sell, so a business that sells only drinks and passes sees those two. **Classes** also shows on a day without classes while **Classes** is on in **Admin > Settings > Offerings**. Tap an item to add it. An item sold more than one way, such as a class with several prices or a product in several sizes, asks which one. The POS flow is built around three choices: customer, product, and payment method. ## Open POS On the website, go to **Point of Sale** from the Admin sidebar. For the app, open the separate **Naayya POS** app. You need POS access to view the page. You need POS management access to complete checkout. ## Complete a sale 1. Choose the item or select the customer first. On web POS, either order works. 2. Before charging for a class booking, pack, membership or gift card, select a customer. Retail products can be sold to a walk-in without a customer; you can also add a walk-in customer. 3. Review the cart. 4. Choose a payment method shown for your business. 5. Add a reference number or notes when useful. 6. Add a discount if the customer should pay less than the price. See [Give a discount](#give-a-discount). 7. Under **Receipt**, choose how the customer gets a receipt. See [Give a receipt](#give-a-receipt). 8. Complete checkout. 9. Review the confirmation. On web POS, **Select a customer before charging.** means the item is ready but still needs its customer. Search by name or email and select the person. If you opened **New sale** from a customer's profile, that customer is already selected and stays fixed for the sale. If checkout is disabled, your role may only allow POS viewing. ### Sell several shop and bar items in one sale Shop and bar items, such as drinks, food and equipment, go into a cart. One payment then covers a round of drinks, or a racket and a tube of balls. 1. Open the **Retail** tab and select each item to add it. An item with sizes or colours asks which one and shows the stock left for each. With product categories, choose one under **Category**, next to the search. Adding the same item again raises its quantity. 2. In the cart, use the plus and minus buttons to change a quantity, or the bin button to remove a line. **Clear cart** empties it. 3. To take money off one line, select the percent button on that line, enter the discount and a reason, then select **Done**. The button follows the same rules as **Add discount**: see [Give a discount](#give-a-discount). 4. Check the **Total**. When your tax settings are set up, the cart shows the VAT for each rate in the sale. 5. Choose the payment method and, under **Receipt**, how the customer gets a receipt. Then complete checkout. The sale is one payment in **Admin > Payments**, and its details list every line with its quantity and amount. One receipt covers the whole cart. When your tax setup issues VAT invoices, the payment details show each line's VAT rate and the invoice shows VAT for each line. Things to know: - A cart holds shop and bar items only. Passes, packs, memberships, bookings and gift cards are sold one at a time, so finish or clear the cart first. POS tells you when an item cannot be added. - A cart can be paid by **Cash**, **Own card reader**, **Transfer** or **Comp**, or by **Wallet** for a customer with a Naayya account. - When an item's stock is counted, its line stops at the stock you have. - The cart is on web POS. In the Naayya POS app, each sale is for a single product. - While a payment is being taken, the cart cannot be changed. If POS says it **could not confirm whether this sale was recorded**, the answer was lost on the way and the sale may or may not have gone through. The cart is then locked so the same sale cannot be recorded twice. Open **Admin > Payments** in another tab and look for it: - If the sale is there, select **Start a new sale**. - If it is not there, select the charge button again. It sends the same sale, so it is recorded once. If POS says **an earlier charge of this cart may already be recorded**, a charge you thought had failed may have gone through. Check **Admin > Payments**. If the sale is there, select **Start a new sale** for anything else the customer wants. If it is not there, select the charge button again. A charge that gets no answer within 30 seconds is treated the same way as a lost answer, so POS never stays on **Processing** with nothing to press. Reloading the page or switching business empties the cart, but POS still remembers the sale in that browser tab. If you ring it up again, it is recorded only once, and if the first charge already went through, POS tells you an earlier charge may already be recorded. ### Find a retail item by category When your products have [categories](/help-center/creating-physical-products#product-categories), web POS shows **Category** next to the search on the **Retail** tab. It lists your top-level categories, such as **Food & Drink** and **Shop**, in your order. Choose one to see only its items. The categories inside it, such as **Coffee**, are headings within it. **All** shows every category, and **Other** holds items without a category. Search also finds items by category name. This applies to web POS; the Naayya POS app does not show categories yet. ## Give a receipt On web POS, a receipt goes out only when you ask for one. Before you complete checkout, or before you close a [tab](#tabs), choose under **Receipt** how the customer gets it: - **No receipt.** Nothing is emailed and nothing prints. - **Email.** The receipt is emailed when the sale completes. **Send the receipt to** is filled in with the selected customer's email address. You can type another address, or one for a walk-in. Checkout stays disabled until there is a valid address. A typed address is used for this one receipt and is not saved to a customer. - **Print.** Shown when there is a cloud receipt printer for where you are selling: one placed at the sales point in **Selling at**, or one placed at no sales point. A tab offers the printers of the sales point it was opened at. With **No sales point**, every cloud receipt printer is offered. The receipt prints at the printer's next check-in. With more than one printer, choose which under **Print on**. See [Print receipts from the web POS](/help-center/manage-hardware#print-receipts-from-the-web-pos). A sale starts at **No receipt**. After you choose **Print**, this computer starts every later sale at **Print** on the same printer, until you choose **No receipt**. **Email** is never carried over to the next sale. The confirmation shows the address an emailed receipt is going to. If the customer asks for a paper receipt after the sale, choose a printer under **Paper receipt** on the confirmation. Things to know: - The emailed receipt carries the sale's VAT invoice as a PDF when your tax setup issues one. See [Invoice vs receipt](/help-center/invoice-vs-receipt). - Whatever you choose, the VAT invoice stays in the payment's details in **Admin > Payments**, and a customer with a Naayya account finds it under **Account > Payments**. - If POS could not confirm a cart sale and you charge it again, it is sent with the receipt choice it was first charged with. - The Naayya POS app has no receipt choice yet. It emails a receipt whenever the selected customer has an email address. ## Intro and once-per-customer products POS checks once-per-customer rules for products that use them. If the selected customer already bought an intro or other restricted product, checkout may be blocked. Check the customer's purchase history and the product details first. If your business has an approved manual-grant or support workflow for an exception, follow that workflow and record the reason. If an earlier purchase was fully refunded, try the normal checkout again. If it is still blocked, ask your business owner or support team what to do. ## Payment methods On web POS, payment methods available for the sale can include **Cash**, **Own card reader** (a card you take on a reader outside Naayya), **Transfer**, **Comp** (complimentary), and **Wallet** where supported. To take a card through Naayya, use **Tap to Pay on iPhone** in the Naayya POS app. When your business lets customers charge to their account, **Wallet** reads **On the account** for a customer who can still owe something. See [Charge a sale to the customer's account](#charge-a-sale-to-the-customers-account). Choose the method that matches what the customer used. **Add a note or reference** lets you add a receipt number, transaction ID, or other context. ### Choose a payment method in the Naayya POS app The Naayya POS app offers **Tap to Pay on iPhone** when available, **Own card reader**, and **Cash**. It does not offer the web POS choices **Transfer**, **Comp**, or **Wallet**. - **Tap to Pay on iPhone** takes the card payment on the iPhone. Follow the prompts shown on the device. - **Own card reader** records a payment you take on a card reader outside Naayya. Take the payment on that reader, then record the sale in Naayya POS. - **Cash** records a cash payment. If Tap to Pay on iPhone is unavailable, use another offered method. A card payment and a recorded sale are separate outcomes: follow any notice shown before starting another sale. ### Say which terminal took a card payment If your business takes cards on a terminal of its own, an owner or manager can record that terminal in **Admin > Settings > Hardware**. See [Record your own card terminal](/help-center/manage-hardware#record-your-own-card-terminal). Naayya does not connect to the terminal. You say which one you used, and the payment keeps its name. When you choose **Own card reader** on web POS: - With no terminal recorded, nothing changes. - With one terminal you can use, POS shows **Recorded as taken on** and its name. There is no extra step. - With more than one, choose the terminal under **Card terminal** before you charge. POS starts with the terminal last chosen on that computer for that sales point. POS offers the terminals placed at the sales point you are selling at, or for a tab the sales point it was opened at, and the terminals placed at that sales point's location only. A terminal at another location is not offered. With no sales point chosen, it offers every terminal. The terminal's name is then on the payment in **Admin > Payments** as **Card terminal**, on each payment of a tab, on the emailed and printed receipt next to the payment method, and in the shift report. A terminal that is renamed or disconnected later stays on its earlier payments under the name it had then. The Naayya POS app does not ask for a terminal yet. A payment it takes by own card reader names a terminal only when there is exactly one it could be. ### Pay from the customer's wallet **Wallet** takes the payment for shop items, such as a drink or a tube of balls, from the customer's wallet balance at your business. It appears only when the sale is a shop item, or a cart of them, and the selected customer has a Naayya account. It does not appear for a walk-in or guest customer, or for bookings, packs, memberships, or gift cards. The button shows the customer's current balance. - The sale spends gift card balance first, then any money added to the wallet. - If the balance does not cover the sale, checkout stops with a message that the wallet does not cover this sale. Nothing is taken from the wallet. Take the payment another way. This changes when the customer can charge to their account: see [Charge a sale to the customer's account](#charge-a-sale-to-the-customers-account). - A wallet sale is a normal paid sale. It counts as revenue, gets a VAT invoice at the item's tax rate when your tax settings are set up, and the receipt names **Wallet** as the payment method. - The **Daily report** includes wallet sales in the day's totals and in the payment method breakdown on the web. A part the customer now owes on their account is not in the breakdown: it has its own **On account** line. The Naayya POS app does not list **Wallet** in its payment method breakdown. For how customers get a wallet balance, see [Wallet and gift cards](/help-center/wallet-and-gift-cards). ## Give a discount Staff can take money off a sale before checkout. Every discount needs a reason. 1. Add the item and choose the payment method. 2. Select **Add discount**. 3. Choose how to enter it: **% off**, **Amount off**, or **Final amount** (the amount the customer pays). 4. Enter the value and a **Reason (required)**, such as a staff discount or a loyalty discount. 5. Check the **Price**, **Discount**, and **Total** shown under the discount, then complete checkout. The sale is charged and recorded at the final amount. The **Reports** tab in **Point of Sale** and the payment details in **Admin > Payments** show the original price, the discount, the reason, and who gave it. To remove a discount before checkout, select the close button next to **Discount**. Limits: - The final amount cannot be more than the price or below zero. - Gift cards cannot be discounted. - **Add discount** is not shown for a **Comp** sale. - When you sell more than one of the same item, the discount must split evenly across the items. POS suggests the nearest amounts that do. - In a cart of several items, each line has its own discount and reason. **Admin > Payments** shows the discount beside the line. ### Who can give a discount Owners and managers can give any discount. Other staff can give a discount up to the limit your business sets, and the discount panel shows it, for example **You can give up to 10% off.** When the limit is 0, which is the default, other staff do not see **Add discount**, or the percent button on a cart line. ### Set the staff discount limit 1. Open **Admin > Settings > Payments**. 2. Under **Staff discount limit**, enter a whole number from 0 to 100 in **Largest discount for staff**. 3. Select **Save**. Only owners and managers can change the limit. Other staff see the current limit on the same page. ## Charge a sale to the customer's account This applies to web POS. Your business can let staff put a sale on a customer's account, so the customer pays it later. It is off until an owner or manager switches it on. The account is the customer's wallet at your business. A sale on the account uses their gift card balance first, then their account credit. The rest is owed, up to the customer's limit. The customer sees what they owe as **Amount due** in their wallet, and a top-up pays it off first. See [Wallet and gift cards](/help-center/wallet-and-gift-cards). At the till, the same rules as **Wallet** apply: only shop and bar items, and only for a customer with a Naayya account. A walk-in or guest customer cannot charge to an account. The Naayya POS app does not offer it. Customers can charge their own online purchases to their account only when you also switch on **Customers can also charge online**. See [Let customers also charge online](#charge-a-sale-to-the-customers-account-let-customers-also-charge-online). A customer can also be allowed to spend from another customer's account, such as a family member's or a shared **Team tab**. See [Put a sale on someone else's account](#charge-a-sale-to-the-customers-account-put-a-sale-on-someone-elses-account). ### Switch on charging to the account 1. Open **Admin > Settings > Payments**. 2. Under **On the account**, switch on **Let customers charge to their account**. 3. Enter **Limit for members** and **Limit for everyone else**. Each is an amount from 0 to 10,000.00 in your business currency. 4. Select **Save**. Only owners and managers see and change these settings. Both limits start at 0. With a limit of 0, that group cannot owe anything, so nothing changes for them, and the page says so beside the limit. When account messages are off, switching on charging switches them on in the same save, so customers are reminded to pay what they owe. The page says so before you save. You can switch them off again under **Account messages**. See [Send account messages](#charge-a-sale-to-the-customers-account-send-account-messages). A member is a customer with an active membership at your business, including a membership in its trial period and a place on a [Family membership](/help-center/manage-family-memberships). A limit is the most a customer can owe at one time. When you switch it off, nobody can put a new sale on an account. What customers already owe stays due, and the limits are kept for the next time you switch it on. ### Let customers also charge online Under **Let customers charge to their account** is a second switch, **Customers can also charge online**. It is off until you switch it on. 1. Open **Admin > Settings > Payments**. 2. Under **On the account**, switch on **Customers can also charge online**. 3. Select **Save**. Only owners and managers see and change it. It works only while **Let customers charge to their account** is on. While that switch is off, you cannot switch this one on, and switching that one off switches this one off too. Online charging uses the same limits as the desk: **Limit for members**, **Limit for everyone else**, a customer's own limit, and a block. See [How much a customer can owe](#charge-a-sale-to-the-customers-account-how-much-a-customer-can-owe). With it on, a signed-in customer sees **Charge to my account** at the checkout of a class, a class pack, a shop order, or a court or other appointment booked online. They see it only when: - They have paid your business before, or hold a membership with you, and you have not removed them as a customer. Someone who has never paid your business cannot charge an online order to an account. - Their gift card balance and account credit do not cover the price. If they do, the customer pays with them as before. A court or other appointment is the exception: balance alone does not pay for it online, so the customer pays by card and checkout shows no **Charge to my account**. - Their account can take the whole price: gift card balance, account credit and what is left of their limit add up to at least the price. When the customer confirms, no card is charged. Their gift card balance and account credit are used first, and the rest is added to their **Amount due**, the same one as for a charge at the desk. An order is never split between the account and a card. A court or other appointment is booked as soon as the customer confirms, with no card. If the price is more than the account can take, there is no option and the customer pays the whole booking by card. If the customer's hold on the time ends before they confirm, nothing is charged and they choose a time again. A pack bought in the same checkout as a booked time can be charged too. A pack for courts or appointments bought on its own, without a time, cannot. Customers cannot charge a membership, a gift card, an account top-up or a program to their account online. The Naayya app does not offer it either. If the account can no longer take the order when the customer confirms, checkout says so and charges nothing. The customer can pay another way. When you switch **Customers can also charge online** off, no new online order can go on an account. What customers already owe stays due. It also ends online charging to someone else's account, which follows the account owner's rules. See [Put a sale on someone else's account](#charge-a-sale-to-the-customers-account-put-a-sale-on-someone-elses-account). ### Record payments taken outside Naayya A customer who owes something on their account pays it off with a payment: a top-up online, or money they give you in cash, on your own card terminal, by bank transfer or by cheque. Staff record that money on the customer's page. It is off until you switch it on. 1. Open **Admin > Settings > Payments**. 2. Under **On the account**, switch on **Record payments taken outside Naayya**. 3. Select **Save**. Only owners and managers see and change it. It does not need **Let customers charge to their account**: a customer can also pay you in advance. A business that already added money to customers' wallets at the desk has it on. With it on, staff whose role can record payments can record one with **Record a payment** on a customer's page. While it is off, that dialog says so and records nothing. A bank transfer needs its reference. See [Record a payment taken outside Naayya](/help-center/customer-details#wallet-record-a-payment-taken-outside-naayya). When you switch it off, nobody can record a new payment this way. Payments already recorded stay. ### Send account messages Your business can email customers about their account, and email you about money owed. It is off until you switch it on. 1. Open **Admin > Settings > Payments**. 2. Under **Account messages**, switch on **Send account messages**. 3. Under **Remind after (days unpaid)**, enter one to five numbers of days, for example `15, 30`. It starts at 30. 4. To tell customers when their balance runs low, enter an amount under **Low-balance alert**. Leave it empty for no alert. 5. Select **Save**. Only owners and managers see and change these settings. With them on: - When a charge takes a customer's account below zero, the customer gets an email with **Pay now**, and every owner gets an email naming the customer and the amount. This happens once each time the account goes below zero, not for every charge after it. - When a customer's balance falls below your low-balance alert, they get an email with **Top up**. - On the 1st of each month, from 08:00 in your business's time zone, a customer gets a statement for last month if their account existed then and had movements that month, or ended the month owing something. It shows the month's movements, the balance at the start and the end of the month, and **Pay now** when they owe. - On each reminder day, a customer who still owes something gets a reminder that lists everything they owe: their account, course instalments and memberships whose payment failed. **Pay now** pays the account part. That day every owner gets one email listing the customers who have owed money for at least as many days as your first reminder day, with a link to **Payments > Amounts owed**. A customer gets at most one reminder a day. **Pay now** opens the customer's wallet on a top-up at your business. It fills in what they owe, in your business's currency, as the smallest whole top-up that covers it. A top-up is from 10 to 1,000. When they owe more than 1,000, the email says how much they can pay online and to contact you for the rest. A debt in another currency has no **Pay now**: the email asks the customer to contact you. These messages are email only, in each person's own language. An email that has not gone yet is not sent once the debt is paid or you switch account messages off. Switching them on does not send what fell due while they were off. No statement is sent for a month whose 1st at 08:00 came before you switched them on, and a reminder goes out only for a reminder day reached after you switched them on. A statement covers the whole month and a reminder lists everything owed, including what came before. ### How much a customer can owe Each customer's limit is, in this order: - **0** when charging is blocked for them. - Their own limit, when staff set one on their customer page. - Otherwise, **Limit for members** or **Limit for everyone else**. Staff who can manage payments set a customer's own limit, return them to the default, or block charging from the **Wallet** card on the customer's page. See [Set a customer's account limit](/help-center/customer-details#wallet-set-a-customers-account-limit). A lower limit or a block does not change what the customer already owes. ### Put a sale on the account at the till 1. Select the customer and add the items. 2. Choose **On the account**. The button shows how much the account can take now: gift card balance, account credit, and what is left of the limit. When the account already owes something, POS shows **Amount due** under the payment methods. 3. Complete checkout. When nothing is left of the customer's limit, the button reads **Wallet** again and pays only from the balance. A cart that costs more than the account can take is paid two ways in one sale: 1. POS puts what the account can take next to **On the account**, and the rest next to **Rest of the sale**. 2. Choose how the rest is paid: **Cash**, **Own card reader** or **Transfer**. With more than one card terminal recorded, also choose the **Card terminal**. 3. Take the rest of the money, then complete checkout. A single item sold without the cart, for example from the **New sale** window on a customer's page, takes one payment. It goes on the account only when the account can take all of it. Otherwise POS says how much the account can take, and you take the payment another way. The confirmation shows **On the account** and its amount, the other payment and its amount when the sale was paid two ways, and **Amount due** when the account owes something after the sale. ### Put what is left of a tab on the account For a [tab](#tabs) linked to a customer who can charge to their account, POS shows **Put** with the amount **on the account and close**, in place of the wallet button. Under it, POS shows **On the account:** with what is available, and **Amount due** when the account already owes something. 1. Check what is still due. 2. If what is still due is more than the account can take, POS says how much the account can take and how much to take another way first. Take that part under **Take a payment** and select **Record payment**. The **Amount** starts at that part. 3. Under **Receipt**, choose how the customer gets a receipt. 4. Select **Put** with the amount **on the account and close**. The tab closes with the part on the account and any other payments, as one sale. Its payments list **On the account**, and the closed tab shows **Amount due** when the account owes something. ### Give a tab a customer A tab opened without a customer can be given one, so what is left can go on their account. This button shows only when your business lets customers charge to their account. 1. Select the tab under **Open tabs**. 2. Select **Add customer**. 3. Search for the customer and select them. 4. Select **Add customer**. A tab keeps the customer it is given. It cannot be changed to another customer afterwards. ### Put a sale on someone else's account This applies to web POS. Staff who can manage payments can allow a customer to spend from another customer's account at your business, for example a family member's account or a shared account named **Team tab**. They set it on the account owner's **Wallet** card. See [Let other people spend from the account](/help-center/customer-details#wallet-let-other-people-spend-from-the-account). The sale stays the paying customer's: it is recorded for the customer you select, and the money comes from the other account. The same rules as **Wallet** apply: only shop and bar items, and only for a customer with a Naayya account. The Naayya POS app does not offer it. A customer spends only from the account itself: its credit and, when your business lets customers charge to their account, what is left of the account owner's limit. The owner's gift cards are never used. Both the owner's limit and the customer's daily limit on the account apply, and POS never shows the owner's balance or what they owe. #### At the till 1. Select the customer who is paying, and add the items. 2. Under the payment methods, choose the account. Each account the customer may spend from has its own button, such as **On Anna's account** or **On Team tab**. The button shows how much the account can take now, within the customer's daily limit. 3. Complete checkout. An account that can take nothing now is not offered. When your business lets customers charge to their account and the cart costs more than the account can take, the sale is paid two ways, as for the customer's own account. POS puts what the account can take next to the account's name and the rest next to **Rest of the sale**. Choose how the rest is paid, then complete checkout. See [Put a sale on the account at the till](#charge-a-sale-to-the-customers-account-put-a-sale-on-the-account-at-the-till). A single item sold without the cart, for example from the **New sale** window on a customer's page, takes one payment. It goes on the account only when the account can take all of it. Otherwise POS says how much the account can take, and you take the payment another way. #### On a tab For a [tab](#tabs) linked to a customer, POS shows a button for each account the customer may spend from, such as **Put €12.00 on Team tab and close**. Under it, POS shows how much the account can take, for example **On Team tab: €12.00 available**. 1. Check what is still due. 2. If the account can take less than what is still due, the button stays disabled. POS says how much the account can take and how much to take another way first. Take that part under **Take a payment** and select **Record payment**. 3. Under **Receipt**, choose how the customer gets a receipt. 4. Select the button for the account. The tab closes with the part on the account and any other payments, as one sale. The closed tab lists the account, such as **On Team tab**, among its payments. #### Online A signed-in customer who is allowed to spend from an account also sees it at checkout, as **Charge to Anna's account** or **Charge to Team tab**, for a class, a class pack, a shop order, or a court or other appointment. It follows the rules for charging online, decided for the account owner. See [Let customers also charge online](#charge-a-sale-to-the-customers-account-let-customers-also-charge-online). The customer's own gift cards and account credit are not used, and an order is never split between accounts or with a card. See [Wallet and gift cards](/help-center/wallet-and-gift-cards#spend-from-someone-elses-account). #### What the confirmation and receipt show - The confirmation shows the account's name, such as **On Team tab**, and the amount. It never shows **Amount due**, because POS does not show what someone else's account owes. - The emailed receipt names **On the account** as the payment method. A printed receipt in English names the account, such as **On Team tab**. Neither shows **Amount due**. - The shift report and the **Daily report** count the sale like a sale on the customer's own account: the part paid from credit is under **Wallet** in **Payments taken**, and the part the account's owner now owes is on the **On account** line. - The account owner sees the charge in their wallet **Activity** as **Charged by** and the customer's first name. ### What the receipt and reports show - A sale on the account in full names **On the account** as the payment method, on the emailed and the printed receipt. - A sale paid two ways has **Split payment** as its payment method. The receipt lists **On the account** and the other payment, each with its amount. - When the account owes something after the sale, the receipt shows **Amount due**. A receipt printed again later shows the amount that was due right after the sale. - What a sale puts on an account as owed is not money taken. The shift report and the **Daily report** show it on its own **On account** line, apart from the payment methods and the cash count. See [Close a shift](#shifts-and-the-cash-count-close-a-shift) and [Reports](/help-center/reports#point-of-sale-reports). - The sale counts as revenue, with its VAT, on the day it is made. When the customer pays what they owe later with a top-up, that is not a second sale. ## Receipts and records POS creates a record of the sale. On web POS, Naayya emails a receipt only when you choose **Email** under **Receipt**, to the selected customer's address or to one you type. See [Give a receipt](#give-a-receipt). The Naayya POS app sends a receipt email whenever the selected customer or guest has an email address. For a completed sale with a saved VAT breakdown, the receipt shows the amount before VAT, VAT, and the total paid. When your tax setup issues a numbered VAT invoice, its PDF is attached to the receipt email. A guest can open the attachment without a Naayya account. Businesses that do not collect VAT do not show a VAT breakdown or attach a VAT invoice. A declined card attempt is not a paid sale and has no invoice. After checkout, review the confirmation and the **Payments** page if you need to confirm the sale was recorded as expected. An email delivery problem does not undo a completed payment. For the difference between the documents, see [Invoice vs receipt](/help-center/invoice-vs-receipt). ## Shifts and the cash count This applies to a business that uses [sales points](/help-center/manage-sales-points) and sells from web POS. A shift is one trading session at a sales point. It starts with the cash you count into the drawer and ends with the cash you count out. The sales rung up at that sales point in between are on the shift's report. ### Choose where you are selling When **Sales points** is on and your business has an active sales point, POS shows the sales point menu next to **New order**. It names the sales point and its shift, such as **Main bar, shift 4**. Select it and choose the sales point you are working at, such as your bar, under **Selling at**. POS remembers the choice on this computer. When you choose a sales point, the **Retail** tab lists what that sales point sells, in its own order. A product the sales point has marked unavailable is listed as **Unavailable** and cannot be added. Owners and managers choose what each sales point sells in [Manage sales points](/help-center/manage-sales-points#choose-what-each-sales-point-sells). **No sales point** sells as before, with no shift, and the **Retail** tab lists every product. ### Open a shift 1. Select the sales point menu and choose the sales point in **Selling at**. 2. Select **Open shift**. 3. Count the cash in the drawer and enter it as the **Starting float**. Enter 0 for an empty drawer. 4. Select **Open shift**. The sales point menu then shows the shift's number, and inside the menu when it opened. A sales point has one open shift at a time, and every computer selling at that sales point shares it. If a colleague opened the shift first, you see theirs. While no shift is open, POS takes no payment at that sales point: not for a cart, and not for a pass, a booking or a gift card. Once the order has an item, the charge button says under it **Open a shift at** and the sales point's name, **to take payments**. An owner or manager can let a sales point sell with no shift open. See [Require a shift before selling](/help-center/manage-sales-points#require-a-shift-before-selling). ### Close a shift 1. Select the sales point menu, then **Close shift**. 2. Count the cash in the drawer and enter it as **Counted cash**. 3. Add a note if something needs explaining, such as a float top-up. Leave out customer names: the note is kept with the shift. 4. Select **Close shift**. POS does not show what the drawer should hold before you count. A closed shift cannot be reopened or changed, so check the count before you select **Close shift**. After the close, POS shows the shift's report: - **Cash drawer**: the starting float, the cash payments, any cash refunds, the expected cash, the counted cash and the difference. Expected cash is the starting float plus the cash payments, minus the cash paid back from this drawer. The difference reads **Balanced**, or the amount the drawer is short or over. - **Payments taken**: one total for each payment method. **Cash** and **Own card reader** are separate lines, and a card taken on your own reader is never part of expected cash. Once a payment names a terminal, the report also lists a total for each terminal under **Own card reader**, to check against that terminal's own end-of-day total. Payments that named none are listed there as **No terminal named**, so the lines add up to the total. - **Sales**: the number of sales, their total and the VAT for each rate. When sales were put on customers' accounts, **On account** shows how many and the amount now owed. That amount is part of the sales total, but it is not in **Payments taken** or in expected cash. See [Charge a sale to the customer's account](#charge-a-sale-to-the-customers-account). - **By staff member**: each person's sales. - **To review**: voided items, refunds and sales flagged for a check, when there are any. To sell again at that sales point, open a new shift. ### Read a closed shift's report again Owners and managers: open **Point of Sale**, select the sales point menu, then **See past shifts**. It lists the latest 30 shifts with expected cash, counted cash and the difference. Select a closed shift to open its report. A shift that is still open shows no cash figures. Other staff see the report once, right after they close the shift. Depending on your country, regularly reviewing each staff member's voids, discounts or refunds can count as monitoring staff, and you may need to inform your staff or their representatives first. ### What a shift counts - A shift counts every sale taken at its sales point: carts of shop and bar items, and the passes, packs, memberships, bookings, gift cards and single shop items sold one at a time. Each sale is under its payment method, so cash taken for a day pass is in expected cash, next to the cash for a beer. - A sale started from a customer's page, a guest's page or a class list counts too, when the computer has a sales point chosen in **Selling at**. The **New sale** window says which sales point the sale is taken at. If that sales point requires a shift and none is open, the window does not charge and points you to **Point of Sale** to open one. - A complimentary sale is in the number of sales, with no payment. - A manual grant that takes no payment, made from a customer's page, is not a sale at the till. It needs no shift and is not on a shift report. - A wallet top-up is not on a shift report. Cash taken for one is not in expected cash, so keep it apart from the drawer or mention it in the closing note. - A sale on a customer's account is on the report. The part paid from gift card balance or account credit is under **Wallet** in **Payments taken**. The part the customer now owes is on the **On account** line only. - Refunds are listed on the report. Only cash paid back from this drawer is taken off expected cash: record it from the payment with **Paid back from a cash drawer**. See [Correct the amount taken](/help-center/record-offline-payments#correct-the-amount-taken). - The Naayya POS app does not open or close shifts yet, and its sales are not on a shift report. ## Tabs This applies to a business that uses [sales points](/help-center/manage-sales-points) and sells from web POS. A tab keeps a customer's items open at a sales point until they pay. Open one for a court or a table, add items through the evening, and take the payment at the end. A closed tab is one sale. ### Open a tab 1. Open **Point of Sale** and select **Tabs**. 2. Select the sales point menu and choose the sales point in **Selling at**. 3. Select **Open a tab**. 4. Enter a **Label** you will recognise, such as Court 3. 5. To link a customer, search for them under **Customer (optional)**. 6. Select **Open tab**. When your business lets customers charge to their account, a tab opened without a customer can be given one later. See [Give a tab a customer](#charge-a-sale-to-the-customers-account-give-a-tab-a-customer). ### Add and void items 1. Select the tab under **Open tabs**. 2. Select **Add items** and choose each item. It is added to the tab straight away. Select **Done** when you have finished. Only shop and bar items go on a tab, and a tab has no discounts. **Add items** lists what the sales point the tab was opened at sells, and a product it has marked unavailable shows as **Unavailable**. See [Choose what each sales point sells](/help-center/manage-sales-points#choose-what-each-sales-point-sells). When an item's stock is counted, it leaves your stock when it goes on the tab. To take an item off, select the bin button on its line. Enter a **Reason (required)**, such as "dropped", without the customer's name, choose **Put it back in stock** or **Do not put it back in stock**, then select **Void item**. The voided item stays listed under the tab's items with its reason. ### Take payments and close a tab The tab shows its **Total**, what is **Paid** and what is **Still due**. 1. Under **Take a payment**, choose **Cash** or **Own card reader**. With more than one card terminal recorded, also choose the **Card terminal**. See [Say which terminal took a card payment](#payment-methods-say-which-terminal-took-a-card-payment). 2. Check the **Amount**. It starts at what is still due. Enter less to take part of it, for example €5 in cash before the rest on a card. A payment cannot be more than what is still due. 3. Select **Record payment**. Repeat until nothing is still due. 4. Under **Receipt**, choose how the customer gets a receipt. See [Give a receipt](#give-a-receipt). 5. Select **Close tab**. **Close tab** stays disabled until the tab is paid in full. For a tab linked to a customer with a Naayya account, POS also shows the **Wallet balance** and a button to pay what is still due from the wallet and close the tab in one step. The wallet is charged only when the tab closes, and the button is disabled when the balance does not cover what is still due. See [Pay from the customer's wallet](#payment-methods-pay-from-the-customers-wallet). For a customer who can charge to their account, that button puts what is still due on the account and closes the tab. See [Put what is left of a tab on the account](#charge-a-sale-to-the-customers-account-put-what-is-left-of-a-tab-on-the-account). For a customer who is allowed to spend from someone else's account, POS shows one more button for each such account. See [Put a sale on someone else's account](#charge-a-sale-to-the-customers-account-put-a-sale-on-someone-elses-account). A closed tab is one payment in **Admin > Payments**, with one VAT invoice when your tax setup issues them. When it was paid with more than one method, its payment method reads **Split payment**, on the receipt too. A tab with no items and no payments can be cancelled with **Cancel tab**. A tab that has a payment on it is closed, not cancelled. If you void an item after it was paid for, the tab shows **Paid over the total** and still closes. The payments stay on record as they were taken. ### See the open tabs **Open tabs** lists the tabs of the sales point in **Selling at**, the oldest first, with how long each has been open, its total and what is still due. Owners and managers can select **All sales points** to see every open tab of the business with its sales point. Things to know: - Every computer at the same sales point sees the same tabs. A change made on another computer shows within about 15 seconds. - At a sales point that requires a [shift](#shifts-and-the-cash-count), POS takes no payment on a tab until a shift is open. - If POS says it **could not confirm** something on a tab, select **Try again**. It sends the same request, so the item or payment is recorded once. Until then the tab takes nothing else, also after you look at another tab and come back. While a request is on its way, POS stays on its tab. - If you close a tab with **Email** chosen and it turns out to be closed already, POS says it could not confirm that the receipt was emailed. The VAT invoice is in the payment's details in **Admin > Payments**. - A payment recorded on a tab cannot be removed or refunded in Naayya yet. Check the amount before you select **Record payment**. - A sales point with an open tab cannot be archived, and **Sales points** cannot be switched off while a tab is open. Close or cancel the tab first. - Tabs are on web POS. The Naayya POS app does not have them yet. ## Finish an interrupted card sale in the Naayya POS app A card payment can finish before its sale is recorded. The notice tells you what is known: | Notice | What to do | |---|---| | **Card sale not recorded yet** | The card was charged, but no sale is recorded yet. Tap **Finish sale** to record it without charging the card again. | | **Card payment not confirmed** | The card payment started, but its outcome is not confirmed. Tap **Finish sale** to check it. If the card was charged, Naayya records the sale without charging again. | If the notice says the card sale **isn't saved on this device**, keep the app open until the sale is recorded. When a saved card sale is recorded after the app restarts, the app confirms that the earlier sale is now recorded. **Remove sale** removes the pending sale; it does not refund a card payment. Read its confirmation before using it. If the payment outcome is unconfirmed, check **Payments** first. If the card was charged and you remove the pending sale, the customer has paid but no sale exists: refund the payment or record the sale by hand, following your business's normal process. ### A card payment is waiting on this device An older unfinished card sale can appear as **Card payment waiting on this device**. Only the person who took or started that payment can finish it, by signing in on the same device. Check **Payments**, or ask a manager to record the sale if the card was charged. An unconfirmed notice does not prove that a payment was taken. ### A card is declined **Card declined** is a payment result, not a recorded sale. Tap **Use another payment method** to return to that sale's payment choices, then choose an offered method. Follow the new payment's result before starting another sale. ## Common issues ### I cannot complete checkout Check that the required customer and item are selected, then check whether your role can manage POS. A role may allow you to view POS without completing checkouts. ### POS says to open a shift The sales point in **Selling at** has no open shift. A colleague may have closed it on another computer. Select the sales point menu, then **Open shift**, enter the cash in the drawer and charge the sale again. Nothing was charged or recorded by the refused attempt. The **New sale** window on a customer's page, a guest's page or a class list says the same when this computer sells at that sales point. Open the shift in **Point of Sale**, then charge again. ### Closing a shift says a sale is still being recorded A colleague is finishing a sale at this sales point, such as a pass for a guest or a gift card. Wait a moment and select **Close shift** again. Your count stays in the window. If a sale was interrupted, for example by a lost connection, POS can ask you to wait up to 5 minutes; check **Payments** for that sale before you ring it up again. ### An intro product is blocked for this customer The customer may have already bought the same once-per-customer product, or an intro offer that makes them ineligible. Review the customer's purchase history. If the previous purchase was fully refunded, try the normal checkout again. If it still blocks, ask your business owner or support team for the approved next step. ### A discount is refused The message says what to change. Staff other than owners and managers can only give a discount up to the business's limit, and at a limit of 0 only owners and managers can give discounts. Ask an owner or manager for a larger discount, or to change the limit under **Admin > Settings > Payments**. ### Card payments say the payment terminal isn't configured When you set up card payments in the Naayya POS app, or take a card payment, POS can stop with **The payment terminal isn't configured. Ask an administrator for help.** One cause is a missing State. Card payments need a State on your location when your business's [billing address](/help-center/billing-details) is in Italy, Spain, Mexico, the United States, Canada or Australia. Naayya uses the State of your main location, or of another active physical location if the main one has none. A location in a different country than your billing address is not used. Only owners and managers can edit a location. To add the State: 1. Go to **Admin** > **Settings** > **Locations**. 2. Find the location, open its **More actions** menu, and select **Edit**. 3. In the **Address** section, select **Edit details**. If the location has no address yet, search for its address first. 4. Enter the **State**. In Italy, enter the province, such as MI, not the region: a region such as Lombardia is not accepted. 5. Click **Save Changes**, then set up card payments in the POS app again. A State that is not a real state or province of the country is not accepted the next time you set up card payments, so check what you entered. The POS app shows the same message when Stripe is not connected. If the State is already correct, or your billing address is in another country, check that Stripe is connected under [Get Paid](/help-center/get-paid-setup). ### POS says the card terminal is not available **That card terminal is not available here any more** means the terminal you chose was moved, switched off or disconnected in **Admin > Settings > Hardware** after POS loaded. Nothing was recorded. POS reads the terminals again: choose the terminal that took the payment and charge again. ### Wallet is not offered **Wallet** appears only for a shop item, or a cart of shop items, sold to a customer with a Naayya account. A walk-in or guest customer cannot pay from a wallet. Choose another payment method. ### On the account is not offered **On the account** shows in place of **Wallet** only when your business lets customers charge to their account and the customer can still owe something. Ask an owner or manager to check that charging is switched on under **Admin > Settings > Payments**, and check the customer's limit on their **Wallet** card. A limit of 0, a block, or a limit that is already used up all show **Wallet** instead. ### POS says the account can take less than it showed The customer's account changed after POS read it, for example because of another sale. Nothing was recorded. POS reads the account again. Check how the sale is paid now, then charge again. If the account can take nothing more, take the payment another way. On someone else's account, the customer's daily limit can be what stops the sale. POS then says how much the customer may still spend from that account today. ### Someone else's account is not offered An account such as **On Team tab** is offered only when the customer is on that account's list of people who can spend from it, is still a customer of your business, and the account can take something now. Like **Wallet**, it shows only for a shop item, or a cart of shop items, sold to a customer with a Naayya account. Ask a staff member who can manage payments to check **People who can spend from this account** on the account owner's **Wallet** card. See [Let other people spend from the account](/help-center/customer-details#wallet-let-other-people-spend-from-the-account). ### POS says the customer may not spend from that account The customer was taken off the account's list, or stopped being a customer of your business, after POS read it. Nothing was recorded. POS reads the accounts again. Take the payment another way. ### The product is not visible Check that **Products › In person** is ticked in **Admin > Settings > Offerings**, and that the product is active and available for sale. A retail product with **Track stock** on needs enough stock. With **Track stock** off, web POS can sell it without counted stock; choose a size or colour if the product has variants. **Sold online** can be off without hiding an active product from web POS. Change these settings under **Selling** in **Admin > Products > Edit details**. See [Creating Physical Products](/help-center/creating-physical-products#choose-whether-to-count-stock-or-sell-online). If you chose a sales point in **Selling at**, the **Retail** tab lists only what that sales point sells. A product that is missing there, or shown as **Unavailable**, is set that way for the sales point. An owner or manager changes it in [Manage sales points](/help-center/manage-sales-points#choose-what-each-sales-point-sells). ### POS says an item is not sold at this sales point The cart holds a product the sales point in **Selling at** does not sell, or has marked unavailable. This happens when the cart was filled before the sales point was chosen, or the product was changed for the sales point a moment ago. Remove the item and charge again. Nothing was charged or recorded. ### The customer is not visible On web POS, type at least two characters of the name or email. A full name also works. If the search says **Could not search customers. Try again.**, select **Try again**. A failed search does not mean the person is missing. If the search completes with no matches, check the spelling or try the email address. If the person is new, select **Add Walk-in Customer** and enter the required details. Remember that a customer is required for class bookings, packs, memberships, and gift cards; a retail walk-in sale can be completed without one. ## Related articles - [Payments](/help-center/payment-methods) - [Record Offline Payments](/help-center/record-offline-payments) - [Customer Details](/help-center/customer-details) - [Product Types Overview](/help-center/products-overview) --- # Record Offline Payments Record cash, bank transfer, cheque, or other manual payments so reports stay accurate. Canonical URL: https://www.naayya.com/help-center/record-offline-payments Category: payments Last updated: 2026-10-19T11:15:00Z # Record Offline Payments Offline payments are payments collected outside the online checkout flow, such as cash or bank transfer. Record them in Naayya so the payment list and reports include the payment method and the payment date. ## When to record an offline payment Use this when: - A customer pays by cash - A customer pays by bank transfer - A payment is collected outside online checkout - A pending payment collected outside the online flow needs to be marked as received - A reference number or manual note should be kept with the payment Do not record an offline payment to duplicate an online payment that already succeeded. ## Where to record it - **What a customer owes, or money paid in advance.** Use **Record a payment** on the customer's page. It pays what they owe on their account. See [Record a payment taken outside Naayya](/help-center/customer-details#wallet-record-a-payment-taken-outside-naayya). - **A pending sale.** Use the **Record** action on a pending payment in **Admin > Payments**. The action is available for a pending payment that does not already have an online payment record. - **Money paid back to a customer.** Use **Refund balance** on the customer's **Wallet** card to pay back unused money in cash or by bank transfer, or a card top-up to its card. See [Refund unused balance](/help-center/customer-details#wallet-refund-unused-balance). Recording money taken outside Naayya is off until an owner or manager switches on **Record payments taken outside Naayya** under **Admin > Settings > Payments**. See [Record payments taken outside Naayya](/help-center/point-of-sale#charge-a-sale-to-the-customers-account-record-payments-taken-outside-naayya). Owners and managers can record pending payments: completing a sale needs a role that manages payments, and **Paid Outside Stripe** also needs a role that records payments. The **Record Payment** dialog warns that marking a payment as received cannot be undone. ## What to include In **Record Payment**, choose an entry type. Choose **Paid Outside Stripe** only when the money was collected outside Naayya's online payment flow. Then add: - Settlement method, such as **Cash**, **Own card terminal**, **Bank Transfer**, **Cheque**, or **Other** - Reference Number. A bank transfer needs its reference, the one on your bank statement. For other methods it is optional. - Notes that explain the source of the payment Naayya never marks a bank transfer as paid on its own: your record is the confirmation. Record a transfer once the money is in your account. ## VAT invoices and tax figures A sale your business takes itself records the item's tax the same way a card sale does. This covers cash, your own card reader, bank transfer, and cheque, whether the sale is rung up at [Point of Sale](/help-center/point-of-sale), recorded under **Admin > Payments**, or recorded on a customer. When your business's tax settings are set up in **Admin > Settings > Tax** and the item has a tax treatment: - The sale gets a numbered VAT invoice. The customer can download it from **Account > Payments**. - The sale is counted in the tax figures of the Payments report. - A later amount correction issues a credit note. See [Correct the amount taken](#correct-the-amount-taken). Tax figures include only payments with stored tax details. Cash and manually recorded sales from before this change are not added afterwards, so the report's notice still counts them as excluded. See [Invoice vs Receipt](/help-center/invoice-vs-receipt) for the documents customers can see. ## Correct the amount taken Use this when a completed sale taken outside Naayya's online payments recorded more than was actually taken, for example a cash sale recorded at 260 when the customer paid 220. Owners and managers can correct cash, card taken outside Stripe, own card reader, bank transfer, and other sales. 1. Open the payment in **Admin > Payments**. 2. In the amount taken section of the payment details, enter the **Amount actually taken**. It must be less than the amount currently recorded. 3. Enter a **Reason**. 4. If you handed cash back from a till, choose its sales point under **Paid back from a cash drawer**. This shows only for a cash sale, when your business uses sales points. 5. If items came back, enter how many of each go back on the shelf under **Put back in stock**. This shows only for items whose stock you count, up to what the sale sold. 6. Select **Correct amount taken**, then confirm **Correct amount**. What happens: - The original sale stays in the history with the correction, who made it, and the reason. - Payments, the payments CSV export, reports, the **Daily report**, and customer activity use the corrected amount. The CSV export also keeps the recorded amount in its own column. - The customer is not notified. - A pass, membership, booking or gift card bought in the sale is not cancelled or changed. Cancel a pass, membership or booking separately if the customer should no longer have it. A gift card paid for outside Stripe cannot be cancelled in Naayya. - With no cash drawer chosen, nothing is refunded through Naayya. - With a cash drawer chosen, the difference counts as cash paid back from that till. If a shift is open at that sales point, the correction belongs to it, the shift's **Expected cash** is lower by it, and the shift report shows it as **Cash refunds**. If the sales point requires a shift and none is open, open one first. If it does not require one and none is open, the drawer is recorded and no shift's expected cash changes. - Items you put back in stock are added to the stock they were sold from, and each counts once: you cannot put back more than the sale sold. Putting items back is part of a correction, so the amount taken has to go down by at least one cent. - When the sale has a VAT invoice, the correction issues a credit note for the difference. Card payments taken through Stripe are corrected by refunding them, not here. A sale paid partly with a gift card or wallet balance cannot be corrected yet. ## See who owes what **Admin > Payments > Amounts owed** lists every customer who owes your business something, oldest first: - **Account**: what the customer owes on their account, since the oldest charge they have not paid off. A payment pays the oldest charges first, so after a part payment the date moves to the oldest charge still unpaid. - **Course instalment**: an instalment their card did not pay, with its amount, since its due date. It is collected from the customer's card, not recorded here. - **Membership**: a membership whose payment failed, marked **Payment failed**, since the start of the period it did not pay for. It shows **Collected by card**: the payment is taken from the member's card, so it has no amount here. The page shows the total owed next to its title. Select a row to open the customer. For what they owe on their account, staff whose role can record payments record a payment there. Staff whose role can see payments, by default owners and managers, see the list. ## Check reports afterward After saving, check the payment status, method, reference, and date in the payment list or report. This gives you the context needed to distinguish an offline payment from online processor activity. Do not record a payment that already succeeded online. If the product needs a course or program checkout, use that checkout flow instead of manually completing the payment. If the payment still needs a reporting classification, see [Payment Review](/help-center/payment-review). ## Related articles - [Payments](/help-center/payment-methods) - [Reports](/help-center/reports) - [Point of Sale](/help-center/point-of-sale) - [Annual summary](/help-center/annual-summary) --- # Set Up Get Paid Connect Stripe, complete onboarding, and start accepting online payments Canonical URL: https://www.naayya.com/help-center/get-paid-setup Category: payments Last updated: 2026-10-21T00:00:00Z # Set Up Get Paid Naayya uses Stripe for card payments and payouts. To start accepting online payments, set up a connected payment account by adding your business country in Billing and completing Stripe onboarding. ## Before you begin 1. Your business is set up in Naayya and has an owner. 2. You have your legal business details ready, including the business country and address. 3. The business owner completing setup has the identification or company documents Stripe may request. 4. You have a supported bank account ready for payouts. ## Step 1: Complete billing details in Naayya Before you start payment setup, go to **Admin > Settings > Billing** and add your business details. Add: - Legal Company Name - Country - Address Line 1 - City - Postal Code If you use an EU VAT number, you can add and validate it there. It is optional. Your business country must be set before **Connect with Stripe** becomes available. Stripe keeps the account country set during setup. ## Step 2: Connect Stripe 1. Go to **Admin > Settings > Get Paid**. 2. Click **Connect with Stripe**. 3. Complete the Stripe onboarding form in Naayya. Enter the business, owner, support, and bank details Stripe requests. 4. Submit the form and close onboarding when you are done. If the embedded form does not work, use the external onboarding option shown there. Only business owners can set up and manage payment settings. If you do not have access, ask the business owner to complete onboarding. ## Step 3: Sync and review your status After onboarding: - Naayya syncs your account status when you close onboarding. - Check the status banner on **Get Paid**: - **Account Connected** means the account is ready to process payments. - **Setup Incomplete** means more onboarding is needed. - **Stripe is checking your details** means you sent everything Stripe asked for and it is still checking it. There is nothing you need to do. - **Your payouts are on hold** means the account is on hold for a reason other than missing details. The banner says whether customers can still pay. It does not show the reason: select **Contact support** to ask Naayya support why. - If Naayya shows a Stripe notification, open it and follow the steps for the information or documents still needed. - For an incomplete account, select **Complete Onboarding** and finish the remaining steps. It appears only while Stripe still needs something from you. While Stripe is checking your details or your payouts are on hold, the **Getting started** steps in **Admin** and the setup emails stop asking you to set up payments. When your payouts are on hold, your **Inbox** also shows it, with a **Contact support** button. ## When online payments stay unavailable Naayya keeps online payments unavailable until Stripe is ready. - If the status is **Setup Incomplete**, finish the requested steps before accepting live payments. - If it says **Stripe is checking your details**, wait for Stripe to finish, then reload **Get Paid** to see the new status. - If it says **Your payouts are on hold**, select **Contact support**, or email support@naayya.com with your business name, to find out why. ## Keep your account healthy - Keep your support email, business profile, and payout bank details current. - Respond to new verification requests shown in the Stripe notification banner. - Use **Open your Stripe dashboard** when you need payout history, balances, or tax forms. - Recheck **Billing** if your company address or tax details change. Next: [Billing Details & Invoices](/help-center/billing-details) or [Manage payment methods and capabilities](/help-center/payment-methods). --- # Tax Settings Record your business's VAT status and rates in Settings > Tax, and see how prices and invoices follow them Canonical URL: https://www.naayya.com/help-center/tax-settings Category: payments Last updated: 2026-10-20T20:48:00Z # Tax Settings Use **Admin > Settings > Tax** to tell Naayya your business's VAT status and the rates you charge. Naayya uses these settings for VAT invoices, credit notes, and the tax figures in your payment reports. You find the page in the **Finance** group of Settings, next to **Get paid**. Naayya stores what you enter here. It does not choose, recommend, or check a tax rate, exemption, or registration status. Confirm each choice with your accountant or tax adviser before you record it. ## Who can change tax settings Owners, managers, and accountants can record changes. Other staff see the page as **View only**. The one-click status buttons in the section below are for owners and accountants. Managers use the full form in **Business tax profile**. ## Prices and VAT By default, prices include tax: the price a customer sees is the price they pay, and any VAT is part of that amount. **Price behavior** appears only when the registration status is **Standard**, because only a VAT-registered business charges VAT. There you choose **Tax included in prices** or **VAT added on top of prices**. You choose once, with your first Standard profile. After that, contact Naayya to change it. In the EU, prices shown to consumers usually must include VAT. Choose **VAT added on top of prices** only if you sell mainly to businesses. Installment programs can't be sold with VAT added on top yet, and you can't switch to VAT added on top while one is on sale. ## What tax is called Naayya names the tax after your **Tax country**: VAT in the EU, the UK and Switzerland, Sales tax in the United States, GST/HST in Canada, and GST in Australia. The name appears on **Price behavior**, on the receipts and invoices your customers get, and on the tax ID field, which reads **VAT number**, **EIN**, **Business Number** or **ABN**. An Australian invoice is titled "Tax invoice". An invoice in the United States or Canada is titled "Invoice". The rest of this page says VAT: read it as the tax name for your country. ## Before you start Complete your legal name, address, and VAT number in **Admin > Settings > Billing**. See [Billing Details](/help-center/billing-details). Luxembourg full invoices require the supplier's legal name, complete address, and VAT number. If any of these are missing on a Standard profile, Tax shows **Seller identity is incomplete** and lists the missing fields. Add the VAT number and tax country on the Tax page, and add the legal name and address in Billing. Do this before the first invoice is issued. After that, correct an affected invoice with a credit note, then reissue it. ## Record your VAT status A business with no tax status recorded sees **No tax status recorded yet**. Nothing is blocked: you can keep selling. Recording a status is what turns on per-rate reporting and VAT invoices. If your business does not charge VAT, owners and accountants can record that in one click: - **Not VAT registered** - **Under the VAT threshold** If your business is VAT registered and charges VAT, fill in **Business tax profile** with your own rates. Naayya cannot supply them. A VAT number on file does not decide your status. A business that uses the small-business exemption can hold one too. ## Business tax profile **Business tax profile** is the first section on the page. Naayya uses it for the whole business and every location. Each time you save, Naayya records a complete new version. 1. Go to **Admin > Settings > Tax**. 2. Under **Business tax profile**, choose the **Registration status**: **Not registered**, **Franchise / exempt**, or **Standard**. 3. For **Standard**, choose the **Price behavior**. See [Prices and VAT](#prices-and-vat). 4. Enter the **VAT number** if you have one, and the **Tax country** as a two-letter code, such as CH, DE, FR, or NL. 5. For **Standard**, add each rate you charge under **Configured rates**: select **Add manual rate**, then enter a **Rate ID**, a **Label**, the **Rate %**, and an optional **Bookkeeping code**. 6. Optionally enter a **Sales account code** and a **Tax payable account code** for your bookkeeping. 7. Set **Effective from** to now or a past date and time. You cannot schedule a future date. 8. Choose the **Source** of the information: **Owner**, **Accountant**, or **Imported fact**. 9. Select **Save tax profile**. The button appears once you change something in the section. Keep these limits in mind: - **Standard** is available for every country where a business can sign up for Naayya. For any other country the **Standard** option is unavailable and the page says so. **Not registered** and **Franchise / exempt** still save normally. - **Rule pack identifier** appears for **Standard** and is filled in from your tax country. You do not enter it. - **Configured rates** is a register you keep yourself. Naayya does not suggest or select a rate. - Each rate needs a unique lowercase Rate ID (letters, numbers, hyphens, or underscores), a label of up to 80 characters, and a percentage from 0 to 100 with at most two decimal places. ## VAT number check After you save, Naayya checks the VAT number on your business tax profile and shows the result under the **VAT number** field: - **Verified with the EU VAT register (VIES).** The EU register lists the number as valid. - **The format and check digits are valid.** For Swiss and UK numbers, Naayya checks the format and check digits only. It does not look the number up in a government register. - If the EU register, the format, or the check digits reject the number, the page says why. Check the number with your accountant. - If the EU register does not answer, the page says it could not check the number right now. Naayya checks again the next time you open the page. The check never stops you from saving, and it does not decide your registration status. For a country without a check, the page says so. ## Invoice numbering VAT invoices and credit notes share one business-wide sequence with no gaps. Set the **Document prefix** and **Start value**, then select **Save numbering**. The button appears once you change either value. Once the first fiscal document is issued, the numbering is locked and can't change. Correct an invoice with a credit note, then reissue it. ## Locations Every location uses the business tax profile. Tax settings can't be set per location. If you need that, let Naayya support know so we can consider it. ## Change history **Change history** lists every saved version with its source, when it applies from, when it was saved, and who saved it when you can see that person. Versions are never edited or removed. To change a setting, save a new version. ## Tax on products Prices and taxes follow this page. When a product has a tax treatment and your tax settings are recorded, its sales get a numbered VAT invoice and count in the tax figures of the Payments report. See [Record Offline Payments](/help-center/record-offline-payments) for sales your business takes itself, and [Invoice vs Receipt](/help-center/invoice-vs-receipt) for the documents customers see. ## Troubleshooting ### I cannot choose Standard **Standard** needs a **Tax country** where a business can sign up for Naayya. Check that the **Tax country** is entered as a two-letter code. If Naayya does not support your country yet, the page names it and you can record **Not registered** or **Franchise / exempt** instead. ### The save says seller details are incomplete Add the missing fields shown in the message. The VAT number and tax country go on the Tax page. The legal name and address go in **Admin > Settings > Billing**. ### I cannot find a way to add VAT on top of prices **Price behavior** appears only for the **Standard** status. If your business already saved a Standard profile, the choice is set. Contact Naayya to change it. ### A customer sees "The tax for this purchase could not be worked out" Checkout could not read your tax settings. Ask the customer to try again in a moment. Nothing is charged when this message appears. If it keeps happening, contact Naayya support. ## Related articles - [Billing Details](/help-center/billing-details) - [Record Offline Payments](/help-center/record-offline-payments) - [Invoice vs Receipt](/help-center/invoice-vs-receipt) - [Point of Sale](/help-center/point-of-sale) --- # Usage See how many SMS and WhatsApp messages your business sent, what they cost, your message credit, and how much you use the AI agent Canonical URL: https://www.naayya.com/help-center/usage Category: payments Last updated: 2026-10-19T12:00:00Z # Usage **Admin > Settings > Billing > Usage** shows what your business sends by SMS and WhatsApp, what those messages would cost, and the AI agent, which is included in your plan. Owners and managers can open it. Other staff see a note asking them to contact an owner. ## Messages are not billed yet SMS and WhatsApp messages are shown so you can see what you use. Nothing on this page is charged yet. The **Pricing** card and every total say **Not billed yet**. ## Message prices The **Pricing** card lists each feature with its price: - **SMS**: €0.15 excl. VAT per SMS segment - **WhatsApp**: €0.15 excl. VAT per WhatsApp message - **AI agent**: **Included**, at no charge Message prices are before VAT. VAT is added on top, as it is for your plan. If your business agreed a different message price with Naayya, that price appears instead, marked **your price**. A new price applies to messages sent from the moment it is set. Messages sent earlier keep the price that applied when they were sent. ## What counts as a message - **SMS** counts once the message is sent, per segment. A segment holds up to 160 characters. A longer message is split into segments of up to 153 characters, and each one counts. - An SMS that contains an emoji or a character outside the standard SMS alphabet (for example some accented letters) holds fewer characters per segment: 70, or 67 when split. - **WhatsApp** counts once the message is delivered to the recipient. - A **phone verification code** counts for your business when it is sent as part of your business's flow: a customer verifying a phone number while booking with you or finishing account setup, or a staff member verifying theirs to work at your business. It counts whatever your **Verified customer phone** and **Verified staff phone** settings are. A code sent by SMS counts as one SMS segment when it is sent, whether or not it is entered. A code sent on WhatsApp counts as one WhatsApp message once the right code is entered. A code sent for no business, such as one someone requests from their own account settings, is not counted for any business. - Messages that fail to send are not counted. ## Analytics The **Analytics** section shows your usage for one period: 1. Choose **Week** (Monday to Sunday) or **Month**. 2. Use the arrows to move to the previous or next period. You cannot move past the current one. For the period you see: - the total value of the messages sent, excl. VAT, marked **not billed yet** - a bar for each day with the value of that day's messages (hover a bar to see SMS and WhatsApp separately) - a table with each feature, how much you used it, and its cost Days follow your business time zone. ## Message credit When your business has free messages, the **Message credit** section shows them in euros. It is separate from your AI credit. - **Balance**: your free messages left, valued at your message price, excl. VAT. When you have sent messages beyond your free ones that are not on an invoice yet, the balance shows their amount as a negative number instead, for example **-€28.05 excl. VAT**. Once message billing starts, that amount goes on your next invoice, with VAT added on top. The balance changes as soon as a message is recorded. - **Free messages**: how many of your free messages are left, and until when they are valid. Some free messages do not expire. An SMS segment, a WhatsApp message and a phone verification code each use one free message. Free messages are used before any message is charged, and only for messages sent while you have them. ## Messages by month **Messages by month** lists the last 12 months that had messages: the SMS segments, verification codes and WhatsApp messages sent, and their value at the price each was sent at. Select **Download** on a month to get its report as a CSV file. It lists every message of that month with its date and time, type, quantity, unit price, VAT, value, the free messages it used, the amount charged, and its status: - **Free message**: covered by your free messages - **On your next invoice**: beyond your free messages, not on an invoice yet - **On invoice**: on the invoice it names - **Not billed**: sent before message billing started for your business It also lists your AI agent use for each day. The report never contains a phone number or who a message was sent to. ## Notices about your messages Before anything is charged for messages, Naayya tells your business when: - **Your free messages are used up**: your business has no free messages left. The email lists what each SMS segment, verification code and WhatsApp message costs. - **Your message balance is below zero**: the messages beyond your free ones come to an amount that is not on an invoice yet. The email states the amount. - **Messages go on your next invoice**: once message billing has started, up to a week before a renewal invoice that will include message usage. The email names the invoice date and the amount so far. Each owner gets the first two by email once, and the invoice notice once before each invoice it applies to. Owners and managers also see it in **Admin > Inbox** for as long as it applies. Until message billing starts, every notice says that nothing is charged yet. ## On your invoice Once message billing starts, your renewal invoice shows message usage as separate lines, one for each kind of message, with the dates the messages were sent: - **Message usage: SMS messages, per segment** - **Message usage: phone verification codes sent by SMS** - **Message usage: WhatsApp messages**, which includes verification codes sent on WhatsApp Only messages beyond your free ones are on these lines. VAT is added on top. When your AI agent is paid from AI credit, its use appears as **AI usage: Naayya AI agent**. The month's report under **Messages by month** shows each message behind these lines. ## AI agent use The **AI agent** row in the table shows how many conversations your team had with the AI agent in the period, and how many requests those conversations made. A conversation can take several requests when the agent looks things up for you. AI agent use is included in your plan, so its cost always shows as **Free**. ## Related - [Billing details and invoices](/help-center/billing-details) - [Notification settings](/help-center/notification-settings) --- # Use Naayya POS on iPad Use the iPad register and record cash or payments taken on your own card reader Canonical URL: https://www.naayya.com/help-center/using-naayya-pos-on-ipad Category: payments Last updated: 2026-10-15T15:32:27Z # Use Naayya POS on iPad Use the separate **Naayya POS** app on an iPad running iPadOS 18 or later. Sign in with your Naayya account and choose the business you sell for. Your role must allow you to complete POS sales. ## Use the register Open **New sale**. When there is enough room, the catalog and cart appear beside each other. With larger text or a narrower window, open the cart to review the sale and choose how it is paid. You can use the app in portrait or landscape and resize its window. Choose the item and select a customer when it requires one, then review the sale before completing checkout. The iPad app sells one product at a time, just like Naayya POS on iPhone. See [Point of Sale](/help-center/point-of-sale) for the sale and receipt instructions, including the differences between web POS and the app. ## Take a payment On iPad, choose **Cash** or **Own card reader**: - **Cash** records the cash you receive from the customer. - **Own card reader** records a card payment you take separately on your business's terminal. Complete the payment on that terminal first, then record it in Naayya POS. Naayya POS does not connect to or charge that terminal. **Tap to Pay on iPhone** is available only on compatible iPhones. It is not offered on iPad, and tapping a card or phone against the iPad does not take a payment. After checkout, check the confirmation. Recorded sales are under **Payments** in Naayya POS. If a payment's outcome is unclear, check it before taking the payment again. See [Payment troubleshooting](/help-center/payment-troubleshooting). --- # Add a Lead Form to Your Website Use an issued embed key to add a Naayya contact form to your website Canonical URL: https://www.naayya.com/help-center/website-lead-form Category: integrations Last updated: 2026-10-11T09:14:23Z # Add a Lead Form to Your Website The v2 lead form can send an enquiry from your website to Naayya. Submitted enquiries can then appear in **Admin → Customers → Leads**. The current **Admin → Settings → Storefront → Embed** page provides schedule setup only. It does not provide a **Lead form** control or a lead-form snippet. Use the markup below only when you already have an issued embed key. If you need a key, contact support@naayya.com to ask whether lead-form setup is available for your business. ## Who this is for Business owners and managers who run their own website, have an issued public embed key, and want website enquiries to reach Naayya. ## Get your embed key The current Website Embed page does not show a **Lead form** section. A lead submission requires an issued public embed key; a business name or slug is not enough. If you do not already have a key, contact support@naayya.com to ask whether lead-form setup is available for your business. ## Add the form (2 lines) Paste these lines into the HTML or code block where you want the form to appear: ```html ``` The form includes first name, last name, email, phone, and message fields. Email and consent are required before a visitor can submit it. ## Options Set these attributes on the `` element when you need to adjust the form: | Attribute | What it does | |---|---| | `embed-key` | Required. An issued public key for the business that receives the enquiry. A business name or slug cannot be used for lead submissions. | | `source-label` | Labels the form's page or placement, such as `Homepage` or `Pricing`. | | `heading` | Heading shown above the form. | | `button-label` | Text on the submit button. The default is `Send`. | | `success-message` | Message shown after a successful submission. | | `theme` | `light` (default), `dark`, or `auto`. | | `privacy-url` | Link used for the consent notice. If omitted, the form uses Naayya's privacy notice. | If you place the form on more than one page, use a different `source-label` on each form so you can identify its placement when reviewing enquiries. ## What happens after someone submits - A successful submission can appear in **Admin → Customers → Leads**. - The visitor sees a confirmation message after a successful submission. - If the submission does not succeed, the form shows an error so the visitor can correct the form or try again. - If the same email is already a lead for the business, the submission is recorded as another touch on that existing lead. ## Consent and privacy The visitor must agree to the privacy notice before submitting the form. Set `privacy-url` to your own privacy policy when you want the consent link to open your policy; otherwise, the form uses Naayya's privacy notice. ## Match your brand Set `theme="light"`, `theme="dark"`, or `theme="auto"` on the form to match the surrounding page. For the schedule widget's visual controls, see [Match your brand](/help-center/website-integration#match-your-brand). ## Where to paste it - **WordPress**: edit the page and add a **Custom HTML** block. - **Squarespace**: edit the page and add a **Code** block. - **Wix**: add an **Embed HTML** element. - **GoDaddy and other builders**: use an HTML or embed section that accepts custom elements. ## Related - [Managing leads](/help-center/leads) - [Website Integration](/help-center/website-integration) - [Website integration troubleshooting](/help-center/website-integration-troubleshooting) --- # Website Integration Add your Naayya schedule of classes, workshops, and courses to your website so visitors can browse and start a booking Canonical URL: https://www.naayya.com/help-center/website-integration Category: integrations Last updated: 2026-10-11T09:14:23Z # Website Integration Add your Naayya schedule to your own website. Visitors can browse upcoming public classes, workshops, and courses, open details, and start a booking from the widget. New setups use the v2 widget. You copy the code from **Admin → Settings → Storefront**, under **Set up your embed**, then paste it into your website. ## Who this is for Business owners and managers who run their own website and can paste HTML into it. The widget works with site builders that provide an HTML, Custom HTML, or Code block, including WordPress, Squarespace, Wix, and GoDaddy. ## Get your embed key Open **Admin → Settings → Storefront → Embed**. Naayya has already created your embed key and put it in the code. Select **Copy embed code**, or open **See code** to read the snippet first. The page also shows a live **Preview** of the embed. ## Add the schedule (2 lines) Paste the generated code into the HTML or code block where you want the schedule to appear. A minimal v2 snippet looks like this: ```html ``` Use the copied snippet rather than typing your own: it holds your embed key and any appearance choices you made. It also sets `mode="inline"` and `hide-filters`, so visitors see the schedule without filter controls unless you select **Let visitors filter the schedule**. If your site builder removes custom HTML tags, use its Custom HTML, Code, or Embed HTML block instead of a rich-text block. ## What the schedule shows The schedule lists your public classes, workshops, and courses. Each card is labelled **Class**, **Workshop**, or **Course**, and the booking button depends on what it is: - **Classes** show **Book**. - **Workshops** show **Book workshop**. A **Tickets from** price appears only when the workshop has its own linked ticket product, not from a class pack or membership. - **Courses** show **View course**, which opens the whole-course page in a new tab. When a single session can also be booked on its own and has its own price, a second button, **Single session** with that price, opens that session's checkout. A course does not appear in the schedule until it has an active, published whole-course program. Services are not part of this schedule. Older snippets that include a `kinds` attribute keep working and show the same classes, workshops, and courses. ## Options The **Website Embed** page writes `business-id`, `mode`, and `hide-filters`, plus your colour, font, and corner choices when you customize the embed. If you edit the v2 element yourself, these attributes control its display: | Attribute | Values | What it does | |---|---|---| | `business-id` | embed key | Required. Identifies the schedule to show. Keep the value from the generated snippet. | | `mode` | `inline` (default), `popup`, `float` | Shows the schedule in place, behind a button, or behind a floating button. | | `theme` | `light` (default), `dark`, `auto` | Sets the widget's colour theme. `auto` follows the visitor's system setting. | | `trigger-label` | text | Button text for `popup` and `float` modes. | | `teachers` | comma-separated ids | Pre-filters the schedule to selected instructors. | | `locations` | comma-separated ids | Pre-filters the schedule to selected locations. | | `categories` | comma-separated names | Pre-filters the schedule to selected class categories. | | `hide-filters` | present or absent | Hides the filter controls. | | `kinds` | older snippets only | No longer limits what shows. The schedule includes classes, workshops, and courses. | ### Display modes - **`inline`**: shows the schedule where you place the element. This is the default and the mode produced by the Website Embed page. - **`popup`**: shows a button that opens the schedule in a pop-up. - **`float`**: shows a floating button that opens the schedule. Use it as a site-wide booking entry point only when it fits your site's layout. For example: ```html ``` ## Match your brand By default the embed follows your saved business brand, and the copied code has no colour overrides. When you change your brand, the embed on your website changes with it. The **Appearance** section says which style is in use. To set different colours for the embed only, select **Customize this embed** and choose **Button color**, **Background**, **Text color**, **Font**, and **Corner shape** (**Square**, **Soft**, or **Round**). These choices are written into the snippet, so copy the code again and replace the old snippet on your website. The **Preview** is the real embed, and you can check it in **Desktop** and **Mobile** layouts. ## React and Next.js If your site is a React or Next.js application, Naayya provides a React wrapper for the same schedule widget: ```jsx import { createNaayyaSchedule } from 'https://www.naayya.com/plugin/v2/react.js' import React from 'react' const NaayyaSchedule = createNaayyaSchedule(React) export function Schedule() { return } ``` Keep the `businessId` value from the snippet on the Website Embed page. ## Where to paste it - **WordPress**: edit the page and add a **Custom HTML** block. - **Squarespace**: edit the page and add a **Code** block. - **Wix**: add an **Embed HTML** element. - **GoDaddy and other builders**: use an HTML or embed section that accepts custom elements. ## What the widget does not do The schedule widget displays public class, workshop, and course information. When a visitor selects a booking button, Naayya opens the hosted booking or course page in a new tab. The widget does not provide an in-widget checkout. ## Classic embed (v1, being phased out) If your site already uses the older iframe or `data-naayya-calendar` embed, it remains available for compatibility. New setup and current widget improvements use v2. To move an existing site, replace the old snippet with the generated v2 code and review the result in your website preview. ## Related - [Add a lead form to your website](/help-center/website-lead-form) - [What customers see in website integrations](/help-center/website-integration-customer-view) - [Website integration troubleshooting](/help-center/website-integration-troubleshooting) --- # Website Integration Troubleshooting Fix common problems with the Naayya schedule widget or lead form Canonical URL: https://www.naayya.com/help-center/website-integration-troubleshooting Category: integrations Last updated: 2026-10-11T09:14:23Z # Website Integration Troubleshooting Use these checks for the v2 schedule widget or lead form. If your site still uses the classic v1 embed, see [Classic embed (v1)](#classic-embed-v1) at the end of this article. ## Widget or form not showing - Confirm that you pasted the complete snippet: the module script line and the matching `` or `` element. - Check that the schedule's `business-id` matches the value in the snippet from **Copy embed code** on the Website Embed page. For a lead form, check that `embed-key` is the issued public key for the business. - Put the code in an HTML, Custom HTML, Code, or Embed HTML block. A rich-text block may display the tags as text instead of loading them. - Confirm that the script URL in the snippet is the current v2 URL: `https://www.naayya.com/plugin/v2/loader.js` for the schedule, or `https://www.naayya.com/plugin/v2/naayya-lead-form.js` for the lead form. - The current **Admin → Settings → Storefront → Embed** page provides schedule setup only. It does not provide a **Lead form** control or a lead-form snippet. Use the lead-form checks here only if you already have an issued embed key. If you need a key, contact support@naayya.com to ask whether lead-form setup is available for your business. ## Colours or fonts do not match - By default the schedule follows your saved business brand. If it looks wrong, check your brand settings first. - To style only the embed, return to **Admin → Settings → Storefront → Embed**, select **Customize this embed** under **Appearance**, and set **Button color**, **Background**, **Text color**, **Font**, or **Corner shape**. - Check the **Preview** in both **Desktop** and **Mobile** layouts, then select **Copy embed code** again and replace the old snippet on your website. Appearance choices are saved in the snippet, so an old copy keeps the old look. - For a manually edited form, check its `theme` value: `light`, `dark`, or `auto`. ## Filters show the wrong classes (schedule) - Check the attribute spelling: `locations`, `teachers`, and `categories` are plural. - Use the location and teacher values from the generated code. Category values must match the category names in your class settings. - If customers should choose filters themselves, remove the matching pre-filter attribute and do not add `hide-filters`. - The copied code includes `hide-filters`. To show the filter controls, select **Let visitors filter the schedule** on the Website Embed page and copy the code again. The page does not write `teachers`, `locations`, or `categories`, so add those attributes by hand if you want a pre-filtered schedule. ## A workshop, course, or single-session button is missing - The schedule shows only classes, workshops, and courses that are public. Services never appear. - A course appears only when it has an active, published whole-course program. Check the course's program in your admin, then reload the page. - A **Single session** button appears only when that session can be booked on its own and has its own price. Otherwise the card shows only **View course**. - A workshop shows a **Tickets from** price only when it has its own linked ticket product. Class packs and memberships are not used as workshop prices. - **Full** or **Unavailable** in place of a booking button means the session cannot be booked online right now. ## Lead form problems - Check that the form has an issued `embed-key` and that the email field is filled in. A business name or slug cannot be used for lead submissions. - The visitor must select the consent checkbox before submitting. - If the form says **This form is not enabled for this website**, contact support@naayya.com with the page address and ask whether that origin can be used with the key. - If it says **Too many submissions**, wait a little while and try again. - If it says **Network error**, check the visitor's connection and try again. ## Platform notes - **WordPress**: use a **Custom HTML** block, not the visual editor. - **Squarespace**: use a **Code** block. If your schedule does not appear, check the page in a private window: Squarespace hides scripts while you are logged in. - **Wix**: use an **Embed HTML** element. - **GoDaddy and other builders**: use an HTML or embed section that accepts custom elements. ## Performance The v2 script is marked `async`, so it can load without blocking the rest of the page. Keep the script line with the element it loads, and avoid pasting the same snippet repeatedly into a single page. ## Still stuck - Test the page in a private or incognito window and in another browser. - Check the browser's developer console for a loading error. - Send Naayya support the page address, the site builder you use, and the message shown on the page. Do not send private customer details. ## Classic embed (v1) The older iframe and `data-naayya-calendar` embed is kept for compatibility, but new setup and current improvements use v2. Replace the v1 snippet with the v2 snippet in [Website Integration](/help-center/website-integration) when you are ready to update the page. --- # Website settings View the address, connection status, nameservers and DNS records for a website managed by Naayya. Canonical URL: https://www.naayya.com/help-center/website-settings Category: integrations Last updated: 2026-10-10T08:45:00Z # Website settings If Naayya manages your business website, **Website** settings show its address, domains and recorded connection status. Naayya handles setup, content changes and publishing. These settings are read-only. ## Open website settings Business owners and managers can open **Admin → Settings → Website** at `/admin/settings/website`. Select the business whose website you want to view. **Website** appears only for a business whose website Naayya manages. If it is not in your settings, Naayya does not manage a website for that business yet. Contact Naayya to arrange setup. Selecting a business does not create or publish a website. ## Check the website address and publication Each website shows its name and **Website address**. **Awaiting setup** means an address has not yet been recorded. The page also shows either **Awaiting first publication** or **A successful publication has been recorded.** This reports the saved publication state; it is not a live availability check. Naayya records publication after checking that the main website address is ready and confirming which update is published. A website may already open at a separate address while the main address is still being connected and the page says **Awaiting first publication**. If the main address does not open or shows unexpected content, contact Naayya with that address and what you see. A working separate address does not confirm that the main address is ready. ## Read domain status Each domain has three separate indicators: | Indicator | What it records | States | | --- | --- | --- | | **Ownership** | Whether the domain's ownership check is complete | `pending`, `verified`, `failed` | | **HTTPS** | Whether the domain's secure connection is ready | `pending`, `active`, `failed` | | **Connection** | Whether the domain's website routing check is complete | `pending`, `active`, `failed` | A domain’s recorded checks are complete when it shows **Ownership: verified**, **HTTPS: active** and **Connection: active**. Check the indicators for each domain separately; one connected domain does not confirm another domain is ready. Ownership verification alone does not mean HTTPS or the website connection is ready. A pending or failed indicator needs Naayya's attention before the domain is treated as connected. Reloading the page displays the recorded status; it does not run a new domain check or publish the site. ## Read nameserver instructions When Naayya supplies nameserver instructions, **Nameservers** shows the domain and each nameserver value. Use **Copy** beside a value to copy it exactly. Set these values in the nameserver settings at your domain registrar, the company where your domain is registered. Nameserver instructions are separate from ordinary DNS records and do not show a TTL to set. Naayya coordinates the domain connection. Copying a value does not change your registrar settings or confirm that the website is connected. If you are unsure where a value belongs, contact Naayya before changing it. ## Read DNS records When setup records are available, each domain shows the expected DNS record type, name, value and **TTL** under **DNS records**. Use **Copy** beside the name or value to copy it exactly. TTL is the record's cache lifetime in seconds. These are the records prepared for the website connection; displaying them does not confirm that they have been added at your domain provider. If no DNS records are listed, ask Naayya whether anything needs to change before editing your domain. An empty list does not confirm that setup is complete. Contact Naayya before changing website DNS. Naayya coordinates the connection and its checks. Keep your email records intact, including MX, SPF, DKIM and DMARC records. Website setup does not require sharing your registrar password in these settings. ## Request a change Contact Naayya to set up a website, change its content or address, connect a domain, or publish an update. There are no edit, domain-check or publish buttons on this page. Website analytics are not available in these settings. If the page says **Could not load website settings. Reload to try again.**, reload it. If the error continues, contact Naayya and say which business you selected. ## Related settings - **Domain** is for your business's email domain. See [Verify your email domain](/help-center/domain-verification-setup). - **Website Embed** adds your Naayya schedule to a website. See [Website integration](/help-center/website-integration). --- # What Customers See in Website Integrations Understand the schedule views, filters, and booking actions customers see on your website Canonical URL: https://www.naayya.com/help-center/website-integration-customer-view Category: integrations Last updated: 2026-10-21T12:45:44Z # What Customers See in Website Integrations Read [the Spanish customer guide to booking from a business website](https://www.naayya.com/help-center/es/website-integration-customer-view). The v2 schedule widget shows your public classes, workshops, and courses on the page where you place it. The exact sessions, images, instructors, locations, and availability come from your current Naayya schedule. ## Calendar View ### Desktop Display Customers can switch between **Week** and **Month** views, move to the previous or next period, or select **Today**. A selected day shows its scheduled classes as cards. Each card can show its image, name, a **Class**, **Workshop**, or **Course** label, instructor, description, time, location, category, availability, and a booking button when those details are available. See [Workshops and courses](#workshops-and-courses) for how those cards differ. ### Mobile Display The widget adapts its cards and detail actions to the available width. In a narrow embed, the card image and booking action move into a stacked layout so the class information remains usable. ### Customer Actions - Switch between **Week** and **Month**. - Move between periods with the previous and next controls, or return to **Today**. - Select a day to see its classes. - Select a card to open its details. - Select the booking button when the session is available: **Book** for a class, **Book workshop** for a workshop, or **View course** for a course. ## List View ### Display Elements The current schedule view lists the selected day's classes below the calendar. The day heading shows the date, whether it is **Today**, and the number of classes or sessions. A card can show: - the class image or an initial-based placeholder; - the class name and description; - instructor and location; - start time and duration; - category; - remaining places or **Fully booked**; and - a booking button when the class can be booked. ### Customer Actions Customers can select a card to read its details. From the detail view they can see the date and time, location, description, instructor information, and availability, then choose the booking action when it is available. ## Classes View ### Display Elements The v2 website integration is a schedule, rather than a separate class catalog or search page. Customers see the class sessions in the selected day and can move through the week or month to find another date. ### Customer Actions Customers can navigate to a date, use the available filters, open class details, and start a booking. The widget does not promise a separate text search or a catalog view. ## Workshops and courses Workshops and courses appear in the same schedule as classes. - A **workshop** card shows **Tickets from** with a price, or **Free ticket**, when the workshop has its own linked ticket product. **Book workshop** opens the workshop's booking page in a new tab. - A **course** card shows **View course**. It opens the whole-course page in a new tab, where the visitor enrolls in the full course. A course session does not show remaining places, because places are set for the whole course. - If a single course session can be booked on its own and has its own price, the card and its detail view also show a **Single session** button with that price. It opens that session's checkout in a new tab. If the session cannot be booked on its own, only **View course** appears. - A card shows **Full** or **Unavailable** instead of a booking button when the session cannot be booked online. Services are not part of this schedule. ## Shop View The website Schedule integration does not include a Shop view or product browsing page. It shows class sessions and booking actions. ### Display Elements The Schedule integration does not display product cards, prices, stock, or cart controls. ### Customer Actions Customers use this integration to browse classes and start a booking. Product purchases stay on the shop or product pages you already maintain on your website. ## Filter Behavior ### Visible Filters When filters are enabled and data is available, customers can see dropdowns for instructors, locations, and categories. A filter may not appear when there are no values to choose from or when the business has hidden or pre-configured it. ### Category Legend The schedule uses category names and, where a category colour is available, a colour marker on the class card. The current widget does not show a separate category chip legend. ### Pre-configured Filters When you set `locations`, `teachers`, or `categories` in the embed code, the schedule is limited to those values and the matching customer filter is hidden. When you set `hide-filters`, all filter controls are hidden. The copied code from **Admin → Settings → Storefront → Embed** includes `hide-filters` unless you select **Let visitors filter the schedule**. The page does not write `locations`, `teachers`, or `categories`, so add those attributes to the code yourself if you need them. ## Interactive Elements ### All Views Include - **Week** and **Month** navigation. - A loading state while schedule data is being prepared. - A clear message and **Try again** action when the schedule cannot load. - Detail panels with a close action. - Booking actions that open the Naayya booking or course page in a new tab. - Your saved business brand, or the appearance choices you set in **Website Embed**. ### Mobile Optimizations The widget uses a responsive card layout. On narrow embeds, the card stacks its image, class information, availability, and booking action so customers can read and tap the controls without the desktop layout overflowing. --- # Create Instagram Content Design Instagram Stories, posts, and carousels in Naayya, save drafts, and schedule or publish them where publishing is turned on for your business Canonical URL: https://www.naayya.com/help-center/create-instagram-content Category: email-marketing Last updated: 2026-10-20T00:00:00Z # Create Instagram Content Use **Social** in Naayya to design Instagram Stories, single-image posts, and image carousels for your classes and teachers, and to see your account's posts. You can save each one as a draft and reopen it later. Where publishing is turned on for your business, you can also publish to your Instagram account now or at a time you choose. ## Who can use this - **Included features:** The Social page is available where **Instagram publishing** or **Marketing email** is included through your business's plan or a package arranged with Naayya. Publishing requires **Instagram publishing** itself to be included and switched on. - **Permission:** Marketing viewing access lets you open Social. You need marketing management access to save drafts, connect Instagram, publish and schedule. Adding class or teacher details also needs class viewing access. - **Activation:** A business owner or someone explicitly given **Activate business features** permission can switch **Instagram publishing** on in **Admin > Settings > Messages > Marketing**. Managers and marketing managers do not receive activation permission automatically. Activation does not grant staff publishing access or your Instagram account's permission to publish. - **While publishing is off:** You can still connect an account to see its posts, design and save drafts, review history and cancel a schedule with the appropriate staff access. New publishing and scheduling are unavailable. If both Marketing modules are off, the sidebar hides **Social** and **Campaigns**; use [Open Social](https://naayya.com/admin/social) to return to your work. - **Instagram account:** Connecting Instagram and publishing need an Instagram professional account (Business or Creator). ## Open the editor Go to **Admin > Social**. The page is titled **Instagram**. Until an account is connected, it shows only **Connect your Instagram** (see the Connect Instagram section below), with no **Create** button. Once an account is connected, select **Create** at the top right and choose **Post**, **Story**, or **Carousel**. **From a class template** opens the older class template designer. ## What the page shows - **Beside the title:** a green dot and your linked @handle, which opens your Instagram profile. **Viewing access** means Naayya can show your profile and posts. **Viewing and publishing access** means publishing permission is also present. An amber dot with **Reconnect** means access expired. **Allow publishing** appears if publishing is on for your business but the account has not granted permission to publish. - **This week:** a Monday to Sunday view of your scheduled content, described in the See what is scheduled section below. - **Drafts:** a horizontal row of drafts and content that still needs attention (draft, publishing, partially published, or failed). Select one to keep editing. The row shows 12 at a time, and **Show more** loads more. It is hidden when there is nothing to show. - **On Instagram:** your account's posts from Instagram, newest first, in a grid. Hover over a post, or focus it, to see its likes and comments. Select it to open it on Instagram. Above the grid are total posts, followers, and average likes per post; only figures Instagram returns are shown. More posts load as you scroll. Reels and videos show a play icon and carousels a stack icon. This needs the account connected. Naayya shows these posts straight from Instagram and does not keep a copy of them or their captions. - **Class template designs:** a collapsed section at the bottom, with the number of designs in brackets, for designs made in the older designer. Download or delete a design, or select one to revise a copy. Revising opens a copy of the design as an image in the new editor, where you can add text and save a new draft. Saved Story designs also have **Publish saved Story**. ## Design your content Choose a format at the top left of the editor: | Format | What it contains | |---|---| | **Story** | Up to 20 frames at 9:16, published in the order shown. | | **Post** | One image at 4:5 with a caption. | | **Carousel** | 2 to 10 images at 4:5 with one caption. Instagram uses the first image as the cover. | Switching from a carousel to a post asks you to confirm before it removes the extra frames. For each frame: - **Content from your business:** choose **Custom text**, **Class schedule**, **Class details**, or **Teacher spotlight**. For a schedule, **Classes on** selects the date of the classes shown in the image. For class details or a teacher, choose the class or teacher. This does not set the publishing time. - **Sessions on this frame:** select up to three sessions. Add another frame for more. **Refresh choices** reloads the available sessions without changing details already selected for the image. - **Edit image details:** change the selected class name, teacher name, location or times for this image. Your business records stay unchanged. **Update selected details from business** explicitly replaces those image details with the current business records. Reopening a draft keeps your saved edits. - **Styles:** choose **Announcement**, **Class promotion**, or **Teacher spotlight**. This replaces the current frame's text and image after you confirm. Enter your own image text; styles do not add example copy. - **Image:** upload a PNG, JPEG, or WebP file, or select a saved image. Select **Remove image** to clear it. If saved images do not load, select **Retry images**. - **Heading on image:** enter the main text. Open **Additional text** for **Body text on image** and **Label on image**. This section opens when a loaded frame already uses body text or a label. Drag the heading or body text in the preview to position it. - **Appearance:** choose a font (**Modern**, **Editorial**, or **Friendly**), size and colour for the heading and body text. Set **Accent**, or **Background** when no photo covers the frame. These controls style the image only. Use **+ Frame**, **Move left**, **Move right**, and **Remove frame** to arrange Stories and carousels. Each frame must be under 10 MB once it is exported. The phone preview shows your design in an Instagram layout. Phone controls are not part of the saved image. Review each frame before saving. Open **Draft details** for **Title**, your own name for the content. New drafts start as **New Instagram Story**, **New Instagram Post**, or **New Instagram Carousel**. If you switch format before changing the title, it follows the new format. Stories also have an **Internal note** in Draft details, visible only to your team; Instagram Stories do not publish a caption. Posts and carousels have an **Instagram caption** of up to 2,200 characters, with at most 30 hashtags and 20 mentions. This plain text appears below the post on Instagram. Image fonts and colours do not change the caption. ## Save a draft A carousel needs at least two frames before it can be saved. Select **Save draft**. Naayya shows **Unsaved changes** until you save, and asks before you leave the page with unsaved work. Content has one of these statuses: draft, scheduled, publishing, published, failed, or partially published. The action at the top also shows the current state, including **Published**, **Partially published**, **Publishing failed**, or **Scheduled**. Use it to view the existing result or schedule. You can edit only a draft. Publish and schedule use the saved version, so save first. To change scheduled content, cancel its schedule, edit and save, then schedule it again. ## Connect Instagram Connect from **Admin > Social**, or **Admin > Settings > Integrations** if you have access to business settings. Connecting requires marketing management access and an Instagram business or creator account. 1. Review **Viewing access (required)**. This lets Naayya view your professional profile, posts and their counts. 2. Choose **Publishing access** if you want Naayya to publish content you choose. This switch appears only when publishing is enabled for your business. It starts off for a general connection. Turn it on before connecting to request viewing and publishing access together in one Instagram authorization. 3. Select **Connect Instagram** and review the access on Instagram. Connecting does not publish anything. Naayya does not request messaging or comment-management access. 4. Back in Social, check your @handle and actual access: **Viewing access** or **Viewing and publishing access**. Selecting the switch is a request, not confirmation that Instagram granted it. If you connect for viewing only, publishing later requires another connection. When you choose **Allow publishing** in Social or connect from a publish dialog, **Publishing access** starts on. You can turn it off, but you will still need publishing access before publishing. The action then reads **Connect Instagram**. Changing this choice does not revoke permissions previously granted on Instagram. To connect from an existing draft, select **Publish > Publish now**, review the same access choices and select **Connect Instagram**. After returning from Instagram, reopen your saved draft to continue. Nothing is published until you confirm publication. If access expires or is revoked, use **Reconnect**. If publishing is enabled but access has not been granted, Social shows **Allow publishing**. Settings also lets you reconnect a viewing-only account and select publishing access. If Naayya cannot check access, retry the check before connecting. ## Publish now Save your draft, then select **Publish > Publish now**. Review the dialog before you publish. It shows the account, your images in order, and the caption. Publishing is not a preview: your audience can see the result as soon as Instagram confirms it. - **Story:** each frame goes live separately, in the order shown. Naayya sends a frame only after the one before it is confirmed. If a frame fails, later frames are skipped and the dialog shows the result for each frame. Stories published this way do not include music, stickers, links, or native text overlays. - **Post:** the image must be between 4:5 and 1.91:1. Images made in the editor are 4:5. The caption limits above apply. - **Carousel:** all images go live together with one caption. While it prepares, the dialog shows how many images are ready. When a publish succeeds, select **View on Instagram** to open it. ### If the result is uncertain Sometimes Instagram may have accepted a request even though Naayya did not receive a confirmation. The dialog then says Instagram may have published the content and asks you to check the account. Open Instagram and look before you try again. Naayya stops instead of sending a second copy. Other messages you may see: - **Publishing limit:** Instagram limits how much an account can publish. Try again after the limit resets. - **Reconnect:** Instagram must be reconnected with publishing access. - **Could not process, or took too long:** check the images and start a fresh publish. ## Schedule publishing Open a saved draft and select **Publish > Schedule for later**. This opens the **Schedule publishing** dialog for Stories, posts, and carousels. 1. Choose a **Date and time**. It must be more than 10 minutes from now and no more than 75 days ahead. 2. Check the **Timezone**. It starts as your business timezone. 3. If the time falls where clocks change, choose **Clock change** and pick the **First** or **Second** occurrence. A time that clocks skip cannot be scheduled. 4. Select **Schedule**. The status changes to scheduled. At the scheduled time, Naayya checks that Instagram publishing is still included and on, that the person who scheduled it still has publishing access, and that the connection and images are usable. It publishes only if those checks pass. To change an existing schedule, select **Scheduled > View schedule**. In the **Manage schedule** dialog, select **Reschedule** to choose another time, or **Cancel schedule** to return the content to a draft. Changes close two minutes before the scheduled time. ## Turn publishing off A business owner or someone explicitly given **Activate business features** permission can switch **Instagram publishing** off in **Admin > Settings > Messages > Marketing**. New publishing and scheduling stop. A scheduled item is checked again at its scheduled time. If publishing is off then, the item does not publish: it shows **Didn't publish** and its content goes back to a draft. Switching publishing on again does not bring it back, so schedule the draft again. To keep an item from failing, cancel or reschedule it before you switch publishing off. A request already accepted by Instagram may finish, so check the account if its result is uncertain. Your drafts, publishing history and Instagram connection stay. You can still review results and use **Cancel schedule** with the appropriate staff access. Turning this setting off does not remove posts already on Instagram. The separate **Marketing email** switch stops new campaign sends, manual marketing emails and test emails; it does not change Instagram publishing. ## See what is scheduled **This week** on **Admin > Social** shows Monday to Sunday in your business timezone. Use the previous and next week arrows to move between weeks. A **Today** button appears when you move away from the current week. Each day lists its scheduled items with their time and format. It also lists items already published by schedule (for example **Story posted**), items that failed (**Didn't publish**, red dot), and items with an uncertain result (**Check Instagram**, amber dot). For an uncertain item, Instagram may have published it, so check your account before you retry. Select an item to open it in the editor, then select **Publishing > View schedule** for **Reschedule** and **Cancel schedule**. ## If a scheduled post does not publish Find the item in **This week**, where it shows **Didn't publish** or **Check Instagram**, and select it to open it in the editor. The editor shows what to do next. Failed and partly published content also appears in **Drafts**. - If some content may be live, check your Instagram account before you create another post. - If access was lost, reconnect Instagram (**Reconnect**) or restore publishing access (**Allow publishing**), then create a new draft. - If **Instagram publishing** was switched off for your business, a business owner or someone with **Activate business features** permission switches it on in **Admin > Settings > Messages > Marketing**. Then schedule the draft again. - If Instagram is at its publishing limit, choose a later time for a new draft. - If an image is missing or the post changed, review the saved images and post, then create a new draft. The person who scheduled the post also gets an email with a **Review scheduled post** link. ## Related - [Sending email campaigns](/help-center/sending-email-campaigns) - [Roles and permissions](/help-center/roles-permissions) --- # Domain Verification Setup Verify your sending domain for campaign emails Canonical URL: https://www.naayya.com/help-center/domain-verification-setup Category: email-marketing Last updated: 2026-10-11T09:14:23Z # Domain Verification Setup Verify your sending domain before sending campaign emails. The domain page shows the DNS records to add and the current verification status. ## Why domain verification is required Email providers check that senders are legitimate. DNS authentication helps providers recognize mail sent from your domain. Verification involves adding DNS records that prove you control the domain. The time depends on your DNS provider. ## Before you start You need: - A domain name you own (like yourstudio.com) - Access to your domain's DNS settings - Basic familiarity with DNS (or someone who can help) If you use a website builder like Squarespace or Wix, you can still verify - you'll add DNS records through their platform. ## Starting verification Go to **Admin > Settings > Messages > Email domain** to begin. If you haven't added a domain yet, choose **Add domain** and enter your root domain, such as `example.com`. Do not include `www`, `https://`, or a path. Naayya generates the specific DNS records you need to add. These records are unique to your studio. ## DNS records you'll add Naayya shows the DKIM and SPF records required for sending, plus a DMARC record marked **Recommended**. Copy each displayed row exactly. The page uses MX and TXT records for these settings; the exact names and values are generated for your domain. ## Adding DNS records The exact steps depend on your domain provider, but the process is similar everywhere: ### General steps 1. Log into your domain registrar or DNS provider 2. Find the DNS settings or DNS management area 3. Add each record Naayya provides 4. Save changes ### Record format For each record, copy every field Naayya displays: - **Type**: The record type, such as MX or TXT - **Name**: The exact host or name - **Value**: The exact value - **Priority**: The priority, if Naayya shows one Do not rewrite, combine, or omit records. Small typos prevent verification from working. If you use a website builder, check its help docs for "adding DNS records" or "custom DNS." ## Completing verification After adding the required DNS records, return to Naayya and click **Verify DNS**. Naayya checks if the records are in place. DNS changes can take a few minutes to several hours to propagate. If verification fails immediately, wait 15-30 minutes and try again. ## Verification status Your domain shows one of these statuses: **Pending**: Records not yet detected. Wait longer or check if you entered them correctly. **Verified**: All records confirmed. You can send marketing emails. **Failed**: Records aren't detected or are incorrect. Check for typos or missing records. ## Troubleshooting verification **Records not found after hours**: Double-check that you added the records to the correct domain. **Type mismatches**: Verify you used the exact record type Naayya specified. A TXT record entered as CNAME won't work. **Value errors**: Copy and paste values directly from Naayya rather than typing. Extra spaces or missing characters break verification. **TTL settings**: Some providers ask for TTL (time to live). Use the default or 3600 seconds. This doesn't affect verification. ## After verification Once verified, regular campaign emails can be sent and use the business contact email shown in your settings, with your sender display name if you have set one. Regular campaign sends require a verified domain. A marketing preview test can use Naayya's default address when no verified domain is available. If you delete the domain, emails use the default Naayya address until you add a domain again. Keep the verification records in place. If you delete the domain from Naayya, emails use the default Naayya address until you add a sending domain again. ## Domain management View your sending domain in **Admin > Settings > Messages > Email domain**. You can: - See verification status - Check which DNS records are properly configured - Delete the sending domain when you no longer want to use it ## DMARC policy (recommended) DMARC is separate from domain verification. It helps prevent others from spoofing your domain and tells inboxes what to do with mail that fails authentication. The domain page marks DMARC as **Recommended**. DMARC is an additional TXT record added to your DNS. The value starts with "v=DMARC1" and contains policy settings. ## If DNS changes Keep the verification records in place. If you change your DNS settings, return to **Admin > Settings > Messages > Email domain** and choose **Verify DNS** again. ## Getting help Domain verification requires technical access some studio owners don't have. If you're stuck: - Ask your web developer or IT person to help - Contact your domain provider's support - they can walk you through DNS changes - Email support@naayya.com with your domain name and we'll help troubleshoot Include screenshots of your DNS settings when asking for help - they make troubleshooting much faster. ## Next steps - Start creating emails with the [Email Designer](/help-center/using-email-designer) - Learn about [Sending Campaigns](/help-center/sending-email-campaigns) - Explore [Email Templates](/help-center/managing-email-templates) --- # Getting Started with Email Marketing Set up email marketing and send your first campaign to customers Canonical URL: https://www.naayya.com/help-center/getting-started-with-email-marketing Category: email-marketing Last updated: 2026-10-14T22:15:53Z # Getting Started with Email Marketing Naayya's email marketing lets you create reusable emails in **Admin > Templates**, send them to selected recipients from **Admin > Campaigns**, and track campaign results. Use the Email Designer to edit directly or ask the Business Agent to draft an email for you. Use Email Marketing for one-time or broadcast sends to selected recipients. For messages that follow a person's trigger and customer outcome over time, see [Getting Started with Automations](/help-center/getting-started-with-journeys). ## What you can do Send newsletters, class announcements, and updates to your customer base. The Email Designer helps you create professional-looking emails, and **Admin > Campaigns** shows delivery, open, and click results after you send. ## Before you start Marketing email must be included for your business through its plan or a package arranged with Naayya. A business owner, or someone the owner has explicitly given **Activate business features** permission, can turn it on in **Admin > Settings > Messages > Marketing**. Switch **Marketing email** on. Managers and marketing managers do not receive activation permission automatically. Activation and staff access are separate. Turning the feature on does not give someone permission to send campaigns. Your role must also allow marketing management. See [Roles and permissions](/help-center/roles-permissions). When both **Marketing email** and **Instagram publishing** are off, the **Campaigns** and **Social** links are hidden from the sidebar. Existing drafts and history remain available with the appropriate staff access. Use [Open campaigns](https://naayya.com/admin/campaigns) or [Open Templates](https://naayya.com/admin/templates) to return to saved work. Campaign sends require a verified sending domain. Add the DNS records shown in the domain settings before sending a campaign. You can send editor test emails before domain verification; these use Naayya's fallback sending address. If you haven't set up your domain yet, see [Domain Verification Setup](/help-center/domain-verification-setup) for step-by-step instructions. ## Your first email campaign You can create an email before verifying a domain, then send a campaign after verification: ### 1. Create your email Go to **Admin > Templates** and choose **New** (the plus button on a phone). In the chooser, select **Start** beside **Blank email**, or choose **Use** for a library template. Edit the email directly, or open the Business Agent panel and describe what you want, such as a welcome email for new members or an announcement for a weekend workshop. Review the draft on the canvas before you save it. Add your business's images, preview on desktop and mobile, and refine until it looks right. Choose **Test Email** to send a test to up to 10 addresses. When you're happy, choose **Save and close**. ### 2. Choose recipients Navigate to **Admin > Campaigns** and choose **New** (the plus button on a phone). Select your saved email, then choose **Choose recipients**. The recipient picker includes Customers, Leads, and Staff, and you can search for people or add everyone in a group. ### 3. Send and track Review your campaign details and send. Track delivery, opens, clicks, and recipient details in **Admin > Campaigns**. ## Pause campaign sending Open **Admin > Settings > Messages > Marketing** and switch **Marketing email** off. New campaign sends and manual marketing emails stop immediately. **Send Test Email** in the editor stops too and shows **Test Send Failed** until the feature is on again. A send already in progress or accepted for delivery may finish and cannot be recalled. Switching this feature off keeps drafts, campaign history and unsubscribe records. It does not change customer consent, transactional notifications or the separate **Automations** settings. ## Common use cases **Weekly newsletter**: Share class schedule updates, new instructor spotlights, and studio news. Create once, send weekly. **Special announcements**: Share seasonal programs, new classes, or other updates with a clear call to action. **Event announcements**: Promote workshops, special events, or guest teachers. Send targeted emails to interested segments of your audience. **Customer re-engagement**: Reach customers who haven't booked recently with comeback offers or new class highlights. ## Next steps - Learn how to use the [Email Designer](/help-center/using-email-designer) with AI assistance - Set up [Email Templates](/help-center/managing-email-templates) for recurring campaigns - Understand [Sending Campaigns](/help-center/sending-email-campaigns) in detail - Configure [Domain Verification](/help-center/domain-verification-setup) if needed Need help? Contact support@naayya.com for assistance with your email marketing setup. --- # Managing Email Templates Organize, edit, and reuse your email templates for faster campaign creation Canonical URL: https://www.naayya.com/help-center/managing-email-templates Category: email-marketing Last updated: 2026-10-14T22:15:53Z # Managing Email Templates Templates let you reuse successful email designs for future campaigns. Build a library of go-to emails for newsletters, promotions, and announcements instead of starting from scratch each time. ## Your template library Access templates at **Admin > Templates**. The library lists saved emails with their names, subject lines, last sent dates, and status. Use the **Active** and **Archived** tabs to switch views. Active templates are ready to use, while archived templates stay in the **Archived** view. Templates you save from the Email Designer appear here. The editor autosaves your work, and an email becomes available in the library when you choose **Save and close**. ## Viewing templates Choose **Preview** for a template to review how it renders before you use, edit, or duplicate it. Templates display in a sortable table. Sort by name, subject, or last sent date. Use the search box to filter by template name or subject. ## Editing templates Choose **Edit** in a template's actions to open it in the Email Designer. Make your changes directly or through the Business Agent panel, review the preview, and save. The updated template is ready for your next campaign. Editing a template doesn't affect emails already sent - only future sends use the updated version. ## Duplicating templates Create variations of successful templates by duplicating them. Open a template's actions and choose **Duplicate** to create an exact copy. Naayya adds "Copy" to the name so you can distinguish it from the original. Duplicate templates when you want to: - Create seasonal variations of recurring emails - Test different subject lines or calls to action - Customize a general template for specific segments Edit the duplicate independently without affecting the original. ## Archiving templates Archive templates you're not using but want to keep for reference. Open a template's actions and choose **Archive** to move it out of the active list. Archived templates don't appear in the send campaign template selector. Choose the **Archived** tab to view archived templates. Open a template's actions and choose **Restore** to make it active again. Archiving keeps your template library organized as it grows. Archive seasonal campaigns after they're done or outdated designs you've replaced with better versions. ## Deleting templates Delete templates you'll never use again by opening the template's actions and choosing **Delete**. This permanently removes the template and can't be undone. Deleting doesn't affect previously sent emails. Only delete templates you're certain you won't need - consider archiving instead if there's any chance you'll reference it later. ## Template status Templates have two library states: **Active**: The email is available in the main library and can be selected for a campaign. **Archived**: The email is kept in the library but hidden from the main view and campaign selector. Choose the **Archived** tab to view it, then open its actions and choose **Restore** to make it active again. New work stays out of the campaign selector until you choose **Save and close**. ## Best practices **Name templates clearly**: Use descriptive names that indicate content and purpose. "Weekly Newsletter - Yoga" is better than "Email 1." **Build a core set**: Create 3-5 core templates for your most common needs - weekly updates, promotions, events, welcome emails. These become your starting points. **Update regularly**: Refresh templates quarterly to keep designs current and reflect seasonal changes or new branding. **Archive old versions**: When you update a template significantly, duplicate it first, then archive the old version. This preserves history while keeping your active library clean. **Use clear names**: Include the audience or purpose in each name so you can find it quickly. ## Quick template creation workflow 1. Go to **Admin > Templates** and choose **New** (the plus button on a phone) 2. In the chooser, select **Start** beside **Blank email**, or choose **Use** for a library template, then edit it 3. Save with a clear, descriptive name 4. Go to **Admin > Campaigns**, choose **New** (the plus button on a phone), and select the saved email Templates save time and ensure consistency. Your most effective email designs become reusable assets instead of one-time creations. ## Next steps - Learn to [Send Email Campaigns](/help-center/sending-email-campaigns) using templates - Explore the [Email Designer](/help-center/using-email-designer) for creating templates --- # Sending Email Campaigns Select recipients, test your emails, and send campaigns to your customers Canonical URL: https://www.naayya.com/help-center/sending-email-campaigns Category: email-marketing Last updated: 2026-10-21T06:00:22Z # Sending Email Campaigns Send a campaign from a saved email. Choose recipients, test the email in the template editor, and review the campaign result after sending. If you are setting up email marketing for the first time, start with [Getting Started with Email Marketing](/help-center/getting-started-with-email-marketing). ## Before sending **Marketing email** must be included for your business and switched on in **Admin > Settings > Messages > Marketing**. A business owner or someone explicitly given **Activate business features** permission can change this setting. Sending also requires marketing management access and a verified sending domain. Activation does not grant those permissions or replace customer consent. A campaign also needs your business's address, which goes in the footer of every campaign. Add it in **Admin > Settings > General** under **Address**. Until you do, the campaign page shows **Add your business address in Settings first** and you can't send. Test emails and single emails still send without it. If sending is off, you can still open [Campaigns](https://naayya.com/admin/campaigns) to review existing results and unsubscribe records with your usual marketing access. Drafts remain available in [Templates](https://naayya.com/admin/templates). The **Campaigns** and **Social** sidebar links are hidden when both Marketing modules are off. ## Starting a campaign Go to **Admin > Campaigns** and choose **New** (the plus button on a phone). You'll choose your email content and recipients before sending. ## Selecting your email Pick a saved email from the list. The campaign flow uses emails that are ready to send and are not already attached to an automation. **Using templates**: Select a saved email, then check its preview and subject. The subject is set on the email itself, so edit it in **Admin > Templates** if you need to change it. Use a simple saved email when you need to send a straightforward announcement. Create it under **Admin > Templates** before starting the campaign. ## Choosing recipients Select **Choose recipients** to open the recipient picker. You can use the available tabs and search to choose people: **Customers**, **Leads**, and **Staff**: Use a tab to find people, then search by name or email or choose **Add all** for the loaded group. The recipient count updates as you make selections. Review this number before sending to ensure you're reaching the right audience. ## Sending test emails Send a test from the email editor before the real campaign. Click **Send Test Email**, enter up to 10 email addresses, and send the test. Check the recipient inbox before you send the campaign. Check your test email for: - Subject line clarity and accuracy - Images loading correctly - Links working properly - Mobile layout on your phone - Overall appearance and readability - Spelling and grammar Send tests to team members for feedback on important campaigns. ## Reviewing before send Before sending, review: - Subject line - Recipient count - The saved email and its preview - Campaign name Double-check everything here. Once sent, you can't recall emails. ## Sending the campaign Click **Send to [number] people**, then confirm with **Send now**. Sending cannot be undone. After the request completes, read the result shown by the campaign flow: it reports how many were sent and identifies skipped or failed recipients when those counts apply. ## Pause new campaign sends A business owner or someone explicitly given **Activate business features** permission can switch **Marketing email** off in **Admin > Settings > Messages > Marketing**. This stops new campaign sends and manual marketing emails immediately. **Send Test Email** in the editor stops too and shows **Test Send Failed** until the feature is on again. A send already in progress or accepted for delivery may finish. Turning the feature off does not recall it, delete campaign history, change opt-outs or turn off separate Automations. Turning Marketing email on again allows new sends. ## What happens after sending Your campaign appears in **Admin > Campaigns** after sending. Use the campaign detail view to review its result and recipient list. ## Tracking campaign performance The list in **Admin > Campaigns** shows each campaign, how many emails were sent, and the last send date. Search by campaign name or use the page controls to find an older campaign. Click its name to open its detail page. **Delivery metrics**: - Sent - Delivery - Recorded opens - Clicks - Bounces, complaints and unsubscribes - The recipient list and sent time **Recorded opens** can be incomplete when an email app blocks images or clips the tracking pixel. A low recorded open rate does not establish that recipients have not read the email. Choose **Back** to return to your previous search and page. ## Understanding batch sending Use the result shown after sending to confirm what happened. A selected recipient count is not a guarantee that every selected address was sent the campaign. ## Best practices for campaigns **Timing matters**: Choose a send time that fits the message and your customers. **Clear subject lines**: Write subject lines that clearly convey the email's purpose. "Weekend Workshop: Early Bird Pricing Ends Friday" outperforms vague subjects like "Special Offer." **Compelling preview text**: The first line of your email shows in inbox previews. Make it count - summarize the main point or benefit. **One clear call to action**: Each email should drive one main action - book a class, buy a package, or register for an event. Multiple competing calls dilute effectiveness. **Mobile-first design**: Check the template on a phone before sending. **Test with real inboxes**: Gmail, Outlook, and Apple Mail can render emails differently. Test in the email clients your customers actually use. **Segment when appropriate**: Targeted campaigns to specific customer groups often outperform broad blasts. Send workshop announcements to customers who've attended before rather than everyone. **Review the result**: After sending, open the campaign in **Admin > Campaigns** and check its summary. ## Common sending issues **Campaign not sent**: Read the failure message shown by the send flow, then check the email, subject, and recipient selection before trying again. **Low engagement**: Review the subject, message, and recipient selection in the campaign detail view. **Unexpected recipient count**: Reopen **Choose recipients** and check the selected tabs before sending. **Some recipients failed or were skipped**: Read the counts and details reported by the send flow and campaign detail view. ## Simple saved email vs campaign Use the campaign flow for: - Marketing promotions and newsletters - Sending a saved email to selected recipients - Previewing and testing the message before sending - Reviewing the send result in **Admin > Campaigns** Create or edit the saved email in **Admin > Templates**, then use the campaign flow when you are ready to choose recipients and send. To review opt-outs, open **Admin > Campaigns** and select **Unsubscribes**. The list and CSV export use the same marketing access as campaigns. ## Next steps - Learn about [Email Templates](/help-center/managing-email-templates) for reusable designs - Understand [Domain Verification](/help-center/domain-verification-setup) for deliverability --- # Sending Quick Emails Send a simple one-off message by reusing an email in a campaign Canonical URL: https://www.naayya.com/help-center/sending-quick-emails Category: email-marketing Last updated: 2026-10-14T22:15:53Z # Sending Quick Emails The older Quick Email action is not available in the current admin navigation. The current way to send a one-off message is to save an email under **Admin > Templates**, then send it from **Admin > Campaigns**. ## When to use a simple saved email Use a simple saved email for straightforward messages such as class cancellations, schedule changes, quick reminders, or simple announcements. For a more structured message, create and save the email in **Admin > Templates** before you send it through a campaign. ## Simple saved email vs campaigns **A simple saved email** is useful for: - Last-minute schedule changes - Simple text announcements - Quick customer updates - Messages where speed matters more than design **Campaign email** is for: - Marketing promotions - Newsletters with multiple sections - Emails with images and branding - Reusable template content The campaign flow supports recipient selection, a preview, test sending, and a campaign result in **Admin > Campaigns**. ## Sending a simple message Go to **Admin > Templates** and choose **New** (the plus button on a phone). In the chooser, select **Start** beside **Blank email**, write your message, and save the email. Then open **Admin > Campaigns**, choose **New** (the plus button on a phone), and select the saved email. ### Write your message Enter a subject line that clearly states the purpose. "Class Cancellation: Friday 6pm Yoga" works better than "Update." Keep the message brief and focused. Use the editor's preview to check spacing, links, images, and buttons before you save. ### Send a test Before you leave the email editor, click **Send Test Email** and enter your email address. Check that the message looks correct and conveys your intended meaning before sending it to customers. ### Select recipients Select **Choose recipients** to open the recipient picker: **Customers**, **Leads**, and **Staff**: Use a tab to search for people by name or email, or choose **Add all** for the loaded group. The recipient count shows how many people you've selected. The send result may differ if recipients are skipped or a send fails. ### Send to customers Review the recipient count, saved email preview, campaign name, and subject, then click **Send to [number] people** and confirm with **Send now**. Sending cannot be undone. Read the result shown by the send flow for sent, skipped, or failed recipients. ## Message formatting tips **Keep it short**: Simple emails work best for brief messages. If you need a more structured layout, start from a designed template. **Clear subject lines**: Make the subject specific and clear. **Include contact info**: End messages with how customers can reach you with questions or concerns. **Use proper spacing**: Break text into short paragraphs for readability. Wall-of-text emails get skipped. **Test before sending**: Even simple text messages benefit from a test send. Catch typos before customers see them. ## Example use cases **Schedule change**: ``` Subject: Class Time Change - Thursday Pilates Hi everyone, Thursday's 7pm Pilates class is moving to 6pm this week only. Same instructor, same great workout, just an hour earlier. See you there! ``` **Last-minute update**: ``` Subject: Studio Closed Tomorrow - Weather Quick heads up: We're closing tomorrow due to the storm. All classes are cancelled and will be rescheduled. Stay safe and we'll see you Thursday! ``` **Simple announcement**: ``` Subject: New Class Added - Saturday Morning Flow We're adding a Saturday 9am yoga flow starting next week. Book through the usual schedule - no package needed for your first visit. Questions? Reply to this email. ``` ## Tracking the campaign The email appears in **Admin > Campaigns** alongside other campaigns. You can review: - Sent, delivery, opens, and clicks - The recipient list and sent time Use the campaign summary and recipient list to review the result of the send. ## Best practices **Use the right format**: Simple emails work well for occasional updates. Use a designed template for regular newsletters or promotions. **Set expectations**: Use a clear subject and opening sentence so customers know why you are writing. **Include essential details**: Who, what, when, where, and why. **Proofread carefully**: Without design to carry the message, every word matters. Read twice before sending. **Consider timing**: Send time-sensitive updates promptly. For promotional content, use a designed campaign. ## Campaigns vs direct customer messages Campaigns send to multiple recipients through your marketing email system. For one-on-one customer communication, use the customer's profile page or your regular email client. Use a campaign when: - Multiple customers need the same information - You want delivery tracking - The message relates to classes or studio operations Use direct messages when: - Communicating with one specific customer - Discussing personal booking details - Following up on individual questions ## Next steps - Create designed emails with the [Email Designer](/help-center/using-email-designer) - Learn about [Sending Campaigns](/help-center/sending-email-campaigns) with templates - Set up [Domain Verification](/help-center/domain-verification-setup) if you haven't already --- # Using the Email Designer Create professional emails with AI assistance, add images, and preview your designs Canonical URL: https://www.naayya.com/help-center/using-email-designer Category: email-marketing Last updated: 2026-10-14T22:15:53Z # Using the Email Designer The Email Designer lets you create professional marketing emails. Write and edit the email directly, or ask the Business Agent side panel to draft or change it for you - then refine, preview across devices, and save. ## Creating an email Go to **Admin > Templates** and choose **New** (the plus button on a phone). In the chooser, select **Start** beside **Blank email**, or choose **Use** for a library template to open the designer. The workspace shows the email canvas next to editing controls. To use AI, open the **Business Agent** panel and describe what you want: "Create a promotional email for our spring yoga intensive" or "Design a weekly newsletter with class highlights." The agent drafts the email and applies it to the canvas, where you can review and adjust it. You can keep asking the agent for changes - "Make the header image taller" or "Add a section for customer testimonials" - or edit the email yourself at any point. ### Example prompts that work well - "Create a welcome email for new customers with our class schedule" - "Create an announcement for our new Saturday class" - "Make a newsletter template with sections for featured classes and instructor spotlight" - "Add a prominent call-to-action button that says 'Book Your Spot'" - "Change the color scheme to use warmer tones" ## Adding images Click **Add image** in the editor toolbar to open your business's image library. Select images you've previously uploaded or upload new ones. Images in your library stay available across sessions, so build up a collection of your business photos, instructor headshots, and promotional graphics. ## Preview modes Switch between desktop and mobile preview using the toggle in the preview header. Check both views before sending. **Desktop preview** shows the full-width email layout as it appears in email clients like Gmail or Outlook on computers. **Mobile preview** displays the responsive mobile view at a typical phone width. Text should be readable, images should scale appropriately, and buttons should be easy to tap. ## Preview and refine Use the preview to check the email on desktop and mobile as you refine it. If the agent applies a new version, review the result again before saving. ## Saving templates When your email looks good, click **Save and close** in the top right. Give your template a descriptive name like "Weekly Newsletter" or "Spring Intensive Promo." The template saves to your library where you can reuse it for future campaigns. Saved templates appear in **Admin > Templates** where you can edit, duplicate, or archive them. ## Version history Open **Versions** to see saved snapshots and restore one if a change didn't work out. Versions are saved snapshots, not undo history. ## Sending test emails Before sending to customers, send yourself a test. Click **Test Email** in the top right, enter your email address, and check how the email looks in your actual inbox. Test emails help catch formatting issues or typos you might miss in preview. You can send tests to up to 10 addresses at once, which is useful for getting team feedback before a major campaign. ## Tips for better emails **Keep it focused**: Each email should have one main message or call to action. Multiple competing messages dilute effectiveness. **Use clear subject lines**: Customize the subject line to match your voice and grab attention. **Test on mobile**: Check the mobile preview before you send so text, images, and buttons work at a phone width. **Brand consistency**: Set up your brand colors and logo in **Admin > Settings > Brand** before designing. ## Next steps - Set up your [Studio Profile](/help-center/studio-profile) for consistent styling - Learn about [Managing Templates](/help-center/managing-email-templates) - Ready to send? See [Sending Email Campaigns](/help-center/sending-email-campaigns) --- # Editing an Automation Add, reorder, and safely review steps in a saved automation draft Canonical URL: https://www.naayya.com/help-center/using-journey-builder Category: journeys Last updated: 2026-09-19T11:46:03Z # Editing an Automation An automation in **Admin > Automations** gives you a readable map for a single customer outcome. You edit a draft on the **Automation map**, then review and publish it when the saved steps match what you want customers and staff to experience. The inspector on the right is where you change the selected step. If you are setting up your first automation, start with [Getting Started with Automations](/help-center/getting-started-with-journeys). ## Add a step Select **Add step** in the gap where the new step belongs. The **Step library** offers reusable starting patterns: - **Follow up tomorrow**: add a one-day wait before the next touchpoint - **Give them a few days**: add a three-day wait before continuing - **Ask the team to follow up**: create a staff follow-up while the automation continues - **Pause for a staff decision**: hold the automation until a person approves, handles it personally, or stops it - **Repeat this message**: reuse an existing message step as a new touchpoint These patterns follow the same saved-draft rules as manual edits. After choosing one, use the inspector to adjust its timing or turn it off. The library is intentionally small and outcome-focused so an automation stays readable. ## Change a step Select a step on the map to open its inspector. Depending on the step, you can: - Turn it on or off without removing its place in the automation - Change a wait within the template's safe range - Edit the content of an existing email message - Move the step up or down - Remove it when it no longer belongs in the path The builder only offers changes that are supported for the selected step. If a control is unavailable, save the draft or choose another step before you continue. ## Manage trigger lanes An automation can contain several trigger lanes. A lane is one independent way a person qualifies for a touchpoint, such as a membership starting, a class pack reaching one credit, or a customer reaching 30 days without an attended visit. Use the **Trigger** selector above the map to review each lane. The map shows the selected lane's trigger and steps, while the automation keeps the customer outcome together. When you publish a multi-lane automation, Naayya publishes the saved draft for every lane together. This prevents one lane from using new copy while another lane is still running the previous definition. ## Staff gates and consent Use a **Staff follow-up** when the automation should create work for your team and continue. Use a **Staff decision** when the automation must pause for a human review before it can continue. Either staff step can come before a later customer message, so the map can represent a real hand-off instead of hiding it in message copy. Review the message and enrollment details shown for the saved automation before publishing. The review can identify steps that need attention, so do not assume that every person will receive every message. ## Message editing Message content has its own editor because copy, variables, preview, and rendering checks are different from automation logic. Save the layout first when you duplicate a message; the new message step becomes editable after the draft is saved and reloaded. Changing a message in a draft stays with that draft. It does not change the live message or templates used by other automations. ## If a control says Planned A control marked **Planned** is not available yet. Do not rely on it for a live automation. Choose the closest available template and keep the automation's rules in the steps that Naayya currently supports. ## Safe publishing checklist Before you publish an automation: 1. Confirm the **Starts when** boundary matches the offering and customer state. 2. Read the map from top to bottom and check every wait, message, staff follow-up, and staff decision. 3. Wait for the automation draft and message edits to show as saved. 4. Choose **Launch** or **Publish changes**. Naayya runs a no-send safety review against the saved draft before anything goes live. 5. Review the rendered message count, staff follow-ups, and staff decisions in the review. 6. Publish only when the saved revision is the one you reviewed. If the draft changed elsewhere, reload the latest copy before continuing. Do not publish a stale revision. --- # Getting Started with Automations Understand automations, automation templates, steps, and safe publishing for your sports or wellness business Canonical URL: https://www.naayya.com/help-center/getting-started-with-journeys Category: journeys Last updated: 2026-10-08T14:00:00Z # Getting Started with Automations Automations help you guide people toward a business outcome over time. They work for gyms, studios, swim schools, sports clubs, pools, coaches, wellness facilities, and multi-location businesses. Once you have a draft, use [Editing an Automation](/help-center/using-journey-builder) to change steps and review the saved version before publishing. You might use an automation to: - Move a new lead toward an intro pass - Help an intro customer become a member - Welcome a new member and encourage a first visit - Bring back someone who has stopped attending - Rescue an expiring class pack or drop-in purchase - Ask staff to follow up after a no-show or late cancellation ## The words Naayya uses Naayya uses a small, consistent vocabulary so the same ideas work across different business models. **Automation**: The complete path toward one outcome, including how someone enters, what happens next, and when they leave. This is the name you see in **Admin > Automations**. **Automation template**: A reusable starting point in the automation library. Templates are grouped by the outcome you want, not by whether your business calls itself a gym, studio, club, or facility. **Step**: One action on the automation map. The available steps include a message, a wait, a staff follow-up, and a staff decision. **Message**: A customer communication inside an automation. The message options and channel shown in the builder are the options available for that automation. **Staff follow-up**: A work item for your team, such as checking in with an engaged class-pack customer. The automation can continue while the team follows up. **Staff decision**: A blocking review step. The automation pauses until someone on your team approves, handles personally, or stops it. Use an automation when a message depends on a person's trigger and customer outcome. For a one-time or broadcast message to selected recipients, see [Getting Started with Email Marketing](/help-center/getting-started-with-email-marketing). ## Start from an automation template Go to **Admin > Automations** and choose **New automation**. The **Start an automation** library opens with templates grouped by the outcome you want, such as welcoming a new member or re-engaging someone who has lapsed. Choose a template and select **Use this template** to create your own draft. An automation template gives you a starting trigger, map, and customer outcome to review. After you add it, review the installed automation's map and settings before you publish. Your automations list contains the automations your business has installed. The template library is separate, so a template preview is never confused with a live automation. The library currently includes starting points for: - First visits, including no-show recovery and post-visit check-ins - Intro passes, from purchase through expiry and re-engagement - Class packs and drop-ins, including credit balance and booking follow-up - New-member rhythm and active-member non-usage - Lapsed-customer return - Late cancellation review - Visit, birthday, and customer-anniversary milestones Choose the closest customer outcome. You can then manage the installed automation's timing, messages, and staff follow-ups for your business. ## Staff gates and email consent Staff steps and customer messages can work together in one automation. A **Staff follow-up** lets the automation continue while your team works; a **Staff decision** pauses the automation until someone approves, handles personally, or stops it. This makes it possible to review a person before sending the next customer message. Review the message and enrollment details shown for the saved automation before publishing. The review can identify steps that need attention, so do not assume that every person will receive every message. ## Build the automation map Open a draft automation and use the map as the source of understanding: 1. Review **Starts when**. The template controls who can enter and how re-entry works. 2. Select a step to open its inspector. 3. Use **Add step** between two steps to choose a reusable pattern from the **Step library**. 4. Select a message to edit its subject, content, and variables in the message editor. 5. Use the move, duplicate, and remove controls to adjust the path. The map is intentionally guided rather than an empty whiteboard. This keeps automations readable and prevents a visual change from creating a runtime behavior that the system cannot safely execute. ## Save, review, and publish Automation editing happens in a draft copy. Saving your draft does not change the live automation. Before publishing: 1. Wait for the draft and any message edits to show as saved. 2. Choose **Launch** for a new automation, or **Publish changes** for an existing one. 3. Naayya runs a safety review against the exact saved draft: a no-send simulation that renders the messages and checks every step. Nothing is sent during the review. 4. Publish only after the safety review passes. People already in a live automation keep the version they entered with. People entering after publication use the new version. ## Build a reusable library Keep the automation templates you install organized around outcomes that repeat across your business: - **Acquire**: lead to intro pass - **Convert**: intro pass to member - **Activate**: first visit, new modality, or class-pack activation - **Retain**: new-member onboarding, attendance support, renewal reminders - **Recover**: lapsed return, no-show recovery, late-cancellation service recovery Use a clear name that describes the outcome rather than the internal campaign, for example **Bring back inactive members** instead of **March win-back 1**. When the outcome is the same and only the timing or message needs to vary, start from the same template again. ## What is planned Some controls may be marked **Planned** until they are available. Use the steps and settings shown in your automation, and review the saved draft before publishing. ## Words Naayya reserves for other ideas Naayya uses **Automation** for this customer-lifecycle feature. To keep the product clear: - **Journey** names the path a person takes inside the system; it is not the name of the feature in the admin navigation. - **Workflow** is reserved for a future operational process, such as creating staff tasks or updating business data. - **Sequence** means a strictly linear outreach cadence, such as a sales follow-up series. - **Campaign** means a one-time or broadcast communication. - **Canvas** is the editor surface where you arrange an automation; it is not the automation itself. Need help choosing an automation template? Contact support@naayya.com with the outcome you want to improve and the offering involved (for example, memberships, services, classes, courses, facilities, or events). --- # Access Control Understand how Naayya grants business access across roles, capabilities, and business-wide admin pages Canonical URL: https://www.naayya.com/help-center/access-control Category: team-access Last updated: 2026-10-08T14:00:00Z # Access Control Naayya access is assigned per business. A team member can have one or more roles, and some businesses also use custom capability bundles for finer control. ## How access works Access is shaped by three layers: - **Business membership** decides which business the person belongs to. - **Assigned roles** grant baseline access such as owner, manager, teacher, or receptionist. - **Capability bundles** can further narrow or expand what someone can do inside a business. If a person has multiple roles, Naayya combines their access. ## Business-wide pages are still limited Some admin areas are intentionally broader and remain owner or manager scoped for now. Examples include: - The main dashboard with business-wide metrics - The Customers workspace for customer records and leads - Class bookings on the business-wide **All Bookings** page A role with **Book Appointments** also opens **All Bookings**, but sees only appointment and court bookings there. See [Book Appointments](#book-appointments). This means a staff member may still do operational work elsewhere in Naayya even if those overview pages are unavailable. ## Capability-based areas Other areas can now be more targeted by permission bundle. Depending on the business setup, a team member may have access to: - Class and schedule management - Marketing tools - POS - Booking appointments and courts, with **Book Appointments** - Selected booking actions Some experiences also support read-only access. For example, a person may be able to open POS without being allowed to complete checkout. ## Book Appointments **Book Appointments** is the permission for booking appointments and courts for customers from admin. A role with it can: - Open **All Bookings** to see appointment and court bookings, and book with **Book appointment** - Book, move, cancel, and restore appointment and court bookings, including moving a booking to another court - Book past a members-only rule, with a logged reason - Find customers to book for If the role can also open **Calendar**, it sees appointment and court bookings there, can book from an empty court cell, and can drag a booking to another time or court. Owners always have it. The standard manager role has it by default. No other standard role has it, including receptionist. An owner can add it to a custom role, such as a front desk, so that role books without getting refunds or payment reports. Those stay with the payments and reports permissions. Book Appointments does not cover class bookings, which follow the class permissions. ## Custom roles Owners can create business-specific roles with their own capability bundles: in **Admin > Settings > Staff**, select **Invite**, then choose **Create role…** in the **Role** dropdown. These roles appear alongside the standard system roles when assigning staff. Use custom roles when the standard roles are too broad or when you need a focused operational permission set. ## Changing access Go to **Admin > Settings > Staff** for the invite, access, and role workflow. - Owners can manage roles on existing staff. Owners and managers can choose an assignable role when inviting someone. A manager can only give a role within their own access. See [Roles & Permissions](/help-center/roles-permissions#administrative-roles-manager). - Only owners can remove existing role assignments. - Owners should handle owner-level changes, billing access, and payment setup tasks. ## If someone sees a limited workspace This usually means their current role can open a narrower tool, but not the full business-wide admin page. Review their assigned roles first, then adjust capability bundles if your business uses custom roles. ## Related Articles - [Roles & Permissions](/help-center/roles-permissions) - [Staff Management](/help-center/staff) - [People Overview](/help-center/people-overview) --- # Adding Staff Members Invite new staff, follow up on pending invites, and route teaching setup through the current Staff page Canonical URL: https://www.naayya.com/help-center/adding-staff-members Category: team-access Last updated: 2026-10-03T00:00:00Z # Adding Staff Members Use this article when you need to give someone access to your business. ## Start from the Staff page 1. Open **Admin > Settings > Staff**. 2. Click **Invite**. 3. Enter the person's email address. To invite several people at once, separate the emails with a comma or new line. 4. Select the role they should receive when they accept. 5. Click **Send invitations**. This works for new hires, contractors, and anyone who needs business access for the first time. ## What happens after you send the invite For a regular invitation, Naayya emails an invitation link. The person accepts by signing in or creating an account with that same email address. If you see **Claims prepared**, access has been prepared for that person, but no invitation email was sent. They still need to complete account setup before the access is usable. Their assigned role is applied when they accept. The invitation is for one email address. The person it names has to open the link, so do not open **Copy link** in your own browser to test it: while you are signed in as someone else, it will not accept the invitation for them. If they are going to teach classes, they can then open the teaching workspace and complete their public profile there. ## Use Pending staff access to follow up The **Pending staff access** section on the Staff page is the operational follow-up surface. Use it to: - **Copy link** and send the invite manually in another channel - **Revoke** an invite that should no longer work - **Send invite** for a placeholder teaching profile that already exists in your business data This is especially useful when someone has already been scheduled to teach but has not yet completed account setup. ## If an invitation link shows a message Naayya explains why an invitation could not be used instead of showing a generic error. - **You are signed in with a different email.** The page says who the invitation is for, that it has not been used, and that it is still waiting for that person. Choose **Sign out and continue as** the invited address to sign in as them, or **Continue as** your current account to leave the invitation unused. Naayya never signs you out or accepts the invitation on its own. - **This invitation has expired.** Invitations stay valid for 14 days after they are sent. Send a new invitation from **Admin > Settings > Staff**. - **This invitation is no longer valid.** The team that sent it withdrew it. Send a new invitation if the person should still get access. - **This invitation has already been used.** An account has already accepted it, and the person should sign in with that account. If the person who accepted it opens the link again while signed in, Naayya takes them on to where the invitation sends them, usually the admin area. ## If the person already exists in your records Invite the email address the person already uses. Access is assigned to their account when they accept, even if they are already in your customer records. If the person has the Teacher role but no teaching profile yet, open their staff page and use **Link teacher profile** on the **Profile** tab to create one. To connect them to an existing placeholder profile, open the placeholder's staff page and choose **Link Staff Member** under **More teaching actions** (the arrow button next to **Edit teaching profile**). ## If the person will teach classes Teaching access and profile setup are related, but they are not the same step. - **Staff access** is granted from **Admin > Settings > Staff** - **Teaching profile management** lives on the person's staff page, on the **Teaching** tab - **Profile completion** happens from the teaching workspace after the person signs in See [Public Profiles for Staff Who Teach](/help-center/public-profiles-for-staff-who-teach) for the banner and completion rules that staff will see after they accept. ## Related Articles - [Staff Management](/help-center/staff) - [Teaching profiles on a staff page](/help-center/teachers-overview) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Public Profiles for Staff Who Teach](/help-center/public-profiles-for-staff-who-teach) --- # Managing Teacher Profiles Edit teaching profile details, link staff records, and review profile status. Canonical URL: https://www.naayya.com/help-center/managing-teacher-profiles Category: team-access Last updated: 2026-10-15T00:00:00Z # Managing Teacher Profiles Use the **Teaching** tab on a person's staff page to keep teaching profile details current and to check whether the profile is linked to a login. ## Accessing Teacher Management Open **Admin > Settings > Staff**, open the person, and choose the **Teaching** tab. To show only teachers, choose **Teacher** in the role filter first. The **Teaching** tab shows the profile status, an **Edit teaching profile** button, and an arrow button next to it, **More teaching actions**, with the linking and status actions. A person who teaches but has no login yet is listed under **Pending staff access** > **Placeholder profiles**. Choose their name to open their staff page. ## Editing Teacher Information Choose **Edit teaching profile** on the **Teaching** tab. The dialog includes **Full Name**, **Primary Style**, **Instagram Handle**, **Profile Image**, and **Bio**. Choose **Save Changes** when you are done. Staff contact details are managed from the related staff record under **Admin > Settings > Staff**. ## Profile Photos Upload a profile image from the **Edit teaching profile** dialog. ### Photo Requirements The current editor accepts image files under 5 MB. Choose an image that clearly represents the person and check how it appears on the profile after saving. ### Uploading Photos Choose **Change Photo** or **Upload Photo** in the Edit dialog, select an image file, and choose **Save Changes**. ## Banner Images The **Teaching** tab can show a **Card banner** item in its **Profile Completion** section. The Edit dialog provides a **Profile Image** control but no separate Card banner field, so use the controls shown on your current page. ## Teacher Bios Use the **Bio** field in the Edit dialog to describe the teacher's background, approach, and focus. The field uses a rich text editor, so review the saved result in the **About** section of the **Teaching** tab. ### Bio Structure That Works Start with a brief introduction, then describe the person's approach and focus. Keep details current and easy for customers to understand. ### Example Bio ``` Sarah teaches Vinyasa and Yin Yoga, with a focus on breath awareness and mindful movement. Her classes welcome people who want to build a steady, practical practice. ``` ## Social Media Links Use the **Instagram Handle** field when the teacher wants to add an Instagram username to the profile. Follow the format shown in the current field and review the profile after saving. ## Linking Unlinked Teaching Profiles A teaching profile with no login is a placeholder profile. Its staff page header says **No login yet**. You can connect it to an existing staff member's login. ### When to Link a Profile - The profile already exists and you need to match it to a staff record - You are connecting a profile to the correct person after onboarding - You are reviewing a profile under **Pending staff access** > **Placeholder profiles** ### How to Link a Profile 1. Open **Admin > Settings > Staff** > **Pending staff access** > **Placeholder profiles** and choose the person's name. 2. On the **Teaching** tab, open **More teaching actions**. 3. Choose **Link Staff Member**. 4. Search for and select the matching staff member. 5. Confirm the link. ### After Linking After the link is saved, the profile no longer appears under **Placeholder profiles**. Open the staff member's page to confirm their access and teaching profile. ## Profile Completion On a person's **Teaching** tab, the **Profile Completion** section checks six items: **Profile picture**, **Card banner**, **Bio**, **Primary style**, **Instagram**, and **Full name**. The Teaching workspace completion banner is a separate view: it checks **Bio**, **Profile Image**, and **Primary Style** as required, while **Instagram Handle** is optional. ## Advanced Settings Use **Public Profile** in **More teaching actions** when it is available. The current Edit dialog does not show separate SEO, profile URL, or contact visibility controls. Review the public profile before sharing it with customers. ## Managing Multiple Teachers For multiple teachers, open **Admin > Settings > Staff** and choose **Teacher** in the role filter. Then open each person and review their **Teaching** tab. There are no Active or Inactive tabs; each person's status shows on their **Teaching** tab. ## Managing Teacher Status On the **Teaching** tab: ### Activate/Deactivate Teachers - Open **More teaching actions** and choose **Activate** or **Deactivate**. The profile shows an **Active** or **Inactive** status after the action. Review the current profile and service setup before relying on any downstream booking or customer-facing result. ### Profile Connection Status - **Linked**: The teaching profile is connected to a staff member's login. **More teaching actions** offers **Unlink teaching profile**. - **No login yet**: The profile is a placeholder profile. Its staff page shows only the **Teaching** and **Availability** tabs, and **More teaching actions** offers **Link Staff Member**. ## Archiving vs Deleting Teachers **More teaching actions** shows **Deactivate** or **Activate**. No Delete action is shown in the profile workflow described here. Verify the effect of a status change in your current setup before relying on it for customer visibility or record retention. See [Teacher Status Management](/help-center/teacher-status) for the related workflow. ## Common Issues **Image upload error**: Choose an image file under 5 MB. The current editor reports when the file is not an image or is too large. **Images look blurry**: Try a clearer source image, then save the profile again and review the result. **Rich text formatting not saving**: Use the editor's built-in tools rather than copying from external sources. Some special characters can cause issues. **Changes not showing**: Make sure you clicked **Save Changes** and try refreshing your browser. Check the person's **Teaching** tab first to confirm changes saved properly. **Can't link profile**: Check that you are selecting the correct staff record. If the person still needs a staff record or invitation, start from **Admin > Settings > Staff**. ## Related Articles - [Adding Staff Members](/help-center/adding-staff-members) - Give someone access to the studio first - [Teacher Status Management](/help-center/teacher-status) - Activate and deactivate teachers - [Teaching profiles on a staff page](/help-center/teachers-overview) - The Teaching and Availability tabs on a staff page - [People Overview](/help-center/people-overview) - Where customers, staff, and teaching profiles live - [Reviews](/help-center/public-testimonials) - How reviews work and where they show --- # People Overview Find customers, staff, and teaching profiles in the parts of Admin that manage each kind of work. Canonical URL: https://www.naayya.com/help-center/people-overview Category: team-access Last updated: 2026-10-08T14:00:00Z # People Overview People-related work is split between customer records, staff access, and teaching profiles. Use **Admin > Customers** for customer records and **Admin > Settings > Staff** for staff access. Teaching profiles are on each person's staff page, on the **Teaching** tab. ## Customers workspace Open **Admin > Customers** to search people and switch between the **All**, **Leads**, and **Customers** lenses. You can also filter the list by **Members** or **Guests**. Use the search field to search by name, email, or phone. To add a lead, open the **Add lead** menu and choose **Add single lead** or **Import customer list**. ## Staff workspace Open **Admin > Settings > Staff** when someone needs access to the business workspace. The page lets you search staff, filter by role, invite people, and open a staff record. A person can also have a teaching profile. Teaching profile details and staff access are separate records. Both are on the person's staff page: the **Profile** tab for access and the **Teaching** tab for the teaching profile. ## Teachers and providers Teachers and providers are people who deliver classes or services. They may also be customers or staff. To list the people who teach, open **Admin > Settings > Staff** and choose **Teacher** in the role filter. Open a person and use the **Teaching** tab to review their teaching profile and stats, and to open a public profile when one is available. See [Teaching profiles on a staff page](/help-center/teachers-overview). Use the service page under **Admin > Services** to review which providers are assigned to a service. ## Who can access these areas The pages and actions available to a person depend on the access shown for their staff record and on the business setup. If someone cannot open a page, review their record under **Admin > Settings > Staff** and the current [Roles & Permissions](/help-center/roles-permissions) guidance before assuming the page is broken. ## Related articles - [Customer List](/help-center/customers-list) - [Leads Management](/help-center/leads) - [Staff Management](/help-center/staff) - [User Roles](/help-center/user-roles) - [Roles & Permissions](/help-center/roles-permissions) --- # Provider Profiles Review teaching profiles, staff records, and provider assignments for classes and services. Canonical URL: https://www.naayya.com/help-center/provider-profiles Category: team-access Last updated: 2026-10-08T14:00:00Z # Provider Profiles Provider profiles describe the people who deliver classes or services for your business. In many studios this means teachers. In businesses built around services it can also mean other providers. Use this article to find the page that owns each part of the setup: staff access, teaching profile details, provider assignments, and payroll. ## Where provider setup lives Use these areas: - **Admin > Settings > Staff** to invite a person and manage their access - The person's staff page under **Admin > Settings > Staff**, on the **Teaching** tab, to review their teaching profile, stats, and public profile action when available - **Admin > Services**, then open a service to review **Providers & availability** and **Resources & locations** - **Admin > Payroll** for the payroll workflow Staff access and delivery details are managed in separate areas. Use the labels shown in the current page when your business setup differs. ## What a provider profile can affect The relevant record depends on the task: - Teaching profile details are edited on the person's **Teaching** tab under **Admin > Settings > Staff**. - Provider assignment for a service is reviewed under **Admin > Services**, inside **Providers & availability**. - Staff access is reviewed under **Admin > Settings > Staff**. - Payroll work is opened from **Admin > Payroll**. A teaching profile and a staff record are separate records. Review both when you need to update profile details and staff access for the same person. ## Set up a new provider 1. Go to **Admin > Settings > Staff** if the person needs a staff record or invitation. 2. Open the person's staff page and choose the **Teaching** tab to review the teaching profile, if one exists. 3. Choose **Edit teaching profile** and edit the fields shown there, such as full name, primary style, profile image, bio, and Instagram handle. 4. For a service, open **Admin > Services**, choose the service, and review **Providers & availability**. 5. Review the service's **Resources & locations** and other setup sections shown on that page. 6. Open **Admin > Payroll** when you need the payroll workflow. Use the current page actions to confirm whether a teaching profile is available to link or whether a provider is assigned to a service. ## Public profile details On a teaching profile, review the fields shown in the Edit dialog: - Full Name - Profile Image - Bio - Primary Style - Instagram Handle Use **Public Profile** in **More teaching actions** (the arrow button next to **Edit teaching profile**) on the **Teaching** tab when that action is available. See [Public Profiles for Staff Who Teach](/help-center/public-profiles-for-staff-who-teach) for the related workflow. ## Provider setup for services For a service, open **Admin > Services** and choose the service. Review **Providers & availability**, then check **Resources & locations** and the other service sections shown on the page. If customers cannot find times for a service, start with the provider assignment and the availability or resource settings shown for that service. The service page also shows whether the setup is ready to accept bookings. See [Create Services](/help-center/appointment-services) and [Set Availability Schedules](/help-center/appointment-availability). ## Payroll setup Open **Admin > Payroll** for payroll work. A person's **Teaching** tab also has a **Payouts** action in **More teaching actions**. Review the current payroll pages for the workflow used by your business. See [Pay Rules](/help-center/pay-rules), [Teacher Payout Calculator](/help-center/teacher-payouts), and [Payslips](/help-center/payslips). ## Common issues ### The provider does not appear in a class or service Open the person's **Teaching** tab under **Admin > Settings > Staff** to check the teaching profile, then open **Admin > Services** and the service's **Providers & availability** section to check the provider assignment. ### Customers cannot book the provider Open the service under **Admin > Services** and review **Providers & availability**, **Resources & locations**, and the other booking settings shown on the page. ### The person can teach but cannot open admin tools Review the person's staff record under **Admin > Settings > Staff**. Use the current [Roles & Permissions](/help-center/roles-permissions) guidance when access needs to change. ### Payroll is missing classes Open **Admin > Payroll** and review the current payroll record and setup for the relevant person and period. ## Related articles - [Adding Staff Members](/help-center/adding-staff-members) - [Teaching profiles on a staff page](/help-center/teachers-overview) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Set Availability Schedules](/help-center/appointment-availability) - [Pay Rules](/help-center/pay-rules) --- # Public Profiles for Staff Who Teach Understand the profile completion banner in the teaching workspace and the fields staff should fill Canonical URL: https://www.naayya.com/help-center/public-profiles-for-staff-who-teach Category: team-access Last updated: 2026-10-03T00:00:00Z # Public Profiles for Staff Who Teach When a staff member teaches classes, Naayya can show a **Complete your public profile** banner in the teaching workspace. This helps keep the public class schedule accurate for students. ## When the banner appears The banner appears in the teaching workspace when one or more required public profile fields are empty. The banner checks these required fields: - **Bio** - **Profile photo** - **Primary style** Instagram is optional. It improves the profile, but it does not keep the banner open. ## How the banner behaves - The progress bar reflects the required fields only - The banner disappears automatically as soon as all required fields are filled - If the staff member dismisses it manually, Naayya hides it for **7 days** before showing it again ## Where staff complete the profile Staff complete this from the teaching workspace: 1. In the teaching workspace, click **Complete profile** in the banner 2. Add or update the required fields 3. Save the profile The banner is only a reminder. The actual editing happens on the profile page. ## What studio operators should do Studio owners and managers do not need to fill this out on behalf of the staff member in most cases. What they should do instead: - Make sure the person has the correct teaching access - Confirm they can sign in with the invited email - Ask them to finish their public profile after they accept - Open the person's **Teaching** tab under **Admin > Settings > Staff** if the teaching profile itself needs operational cleanup ## If someone can teach but still sees the banner That usually means the account setup worked, but one or more required public-facing fields are still missing. Check the profile for: - Missing or empty bio - Missing photo - Missing primary style Once those are saved, the banner should disappear automatically. ## Related Articles - [Adding Staff Members](/help-center/adding-staff-members) - [Staff Management](/help-center/staff) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) --- # Roles & Permissions Understand the standard staff roles and how business access is scoped in Naayya Canonical URL: https://www.naayya.com/help-center/roles-permissions Category: team-access Last updated: 2026-09-28T00:00:00Z # Roles & Permissions Naayya includes standard system roles for common business jobs. Some businesses also use custom roles that bundle specific capabilities together. ## Important access note Roles describe the baseline access someone should have, but some business-wide admin pages are still intentionally limited to owners and managers. Today that includes the dashboard and the Customers workspace. The business-wide **All Bookings** page is open to owners and managers, and to a custom role with the **Book Appointments** permission, which sees appointment and court bookings there. ## Administrative roles ### Owner Owners have full business access. They handle: - Billing details and payment setup - Business settings and finance - Staff assignments and owner-level changes - Business-wide reporting and operational pages ### Manager Managers run day-to-day operations. They usually handle: - Classes, schedules, and bookings - Booking, moving, cancelling, and restoring appointments and court bookings from admin - Inviting staff and choosing an assignable role - Business-wide dashboards and people tools - Operational settings Managers can choose a role when they invite someone, but only a role within their own access: - A manager can give any standard role except owner and manager: teacher, trainer, therapist, esthetician, lifeguard, receptionist, attendant, content manager, and marketing manager. - A manager can give a custom role only if every permission in it is one they hold themselves, or one that covers only the person's own work: **Instruct Classes**, **Provide Appointments**, **Manage Own Schedule**, and **Manage Own Integrations**. - Custom roles that manage payments, staff, business settings, or contracts are owner-only. New permissions also start as owner-only. - A manager cannot give themselves a role. An invitation a manager sends to their own email address cannot be accepted. If a manager chooses a role they cannot give, the invitation is not sent and they see **Only a business owner can give this role**. An invitation a manager sent earlier for such a role cannot be accepted. Only owners can manage roles on existing staff or remove existing role assignments. Owners can give any role. ### Content Manager Content managers focus on class and calendar operations. - Manage classes, calendar changes, and bookings - Update schedules and future class instances They do not manage billing or owner-level settings, and they do not get the full business dashboard by default. ### Marketing Manager Marketing managers focus on campaign work. - Email campaigns and social media - Marketing content and promotion workflows They do not manage payments, billing, or staff settings. ### Receptionist and Attendant These roles are operational and often paired with narrower permission bundles. - Receptionists can manage booking and point-of-sale workflows. - Attendants can view booking and point-of-sale work without the same management access. Access can vary by business. For example, someone may be allowed to open POS or booking tools without full checkout or admin privileges. ## Service provider roles Service provider roles are designed for delivery rather than business administration. - **Teacher** - **Therapist** - **Trainer** - **Esthetician** - **Lifeguard** These roles generally see assigned work and relevant schedules, but not business-wide financial or admin pages. ## Multiple roles Team members can hold multiple roles. Naayya combines the access from all assigned roles, which is useful when one person wears more than one hat. ## Custom roles Some businesses use custom roles to create business-specific permission bundles. These roles appear alongside the system roles in staff settings. If you see a custom label such as `Front Desk Lead`, that role may grant a narrower or broader capability set than the standard roles alone. ### Let a custom role book appointments Booking appointments and courts from admin is the **Book Appointments** permission. Owners always have it and managers have it by default. No other standard role has it, including receptionist. To let a front desk book, an owner creates a custom role that includes **Book Appointments**, listed under **Appointments** in the role's permissions. It does not include refunds or payment reports. See [Book Appointments](/help-center/access-control#book-appointments) for what the permission covers. ## Best practice Start with the closest system role, then layer in another role or a custom role only if the baseline access is not enough. ## Related Articles - [Access Control](/help-center/access-control) - [Staff Management](/help-center/staff) --- # Staff Management Use the Staff page to invite people, track pending invites, open staff documents, and keep business access aligned with each person's job Canonical URL: https://www.naayya.com/help-center/staff Category: team-access Last updated: 2026-10-07T00:00:00Z # Staff Management Open **Admin > Settings > Staff** to manage business access. This is the main page for inviting new staff, tracking pending invites, and reviewing who already has access. ## Who should manage staff access Owners and managers handle staff access. - Owners can invite staff, manage existing roles, and remove access. - Managers can invite staff and choose an assignable role for day-to-day operations. A manager can only give a role within their own access, never to themselves. See [Roles & Permissions](/help-center/roles-permissions#administrative-roles-manager). - Billing and payment responsibilities stay with owners. ## What the Staff page shows The Staff page combines these parts: - A **search field** and **role filter** across the top so you can focus on the people you need. - An **Invite** button for new invitations. - A **Pending staff access** section showing people who have not accepted yet, plus placeholder teaching profiles that still need an invite. - The main **staff table** with current staff members, their roles, and contact details. - A **Former staff** list, shown only when someone who has left still has documents you can open. See [Former staff](#staff-documents-former-staff). If your business uses custom roles, those appear alongside the standard system roles in the role dropdown. ## Invite a new staff member 1. Open **Admin > Settings > Staff**. 2. Click **Invite**. 3. Enter the person's email address. You can invite several people at once by separating emails with a comma or new line. 4. Select the role they should receive. 5. Click **Send invitations**. If a manager chooses a role they cannot give, the invitation is not sent and they see **Only a business owner can give this role**. Ask an owner to send it. After you send an invitation, use **Pending staff access** to see people who are **Awaiting acceptance** or have **Claims prepared**. ## Follow up on pending invites The **Pending staff access** section helps you keep the workflow moving after the first invite: - **Copy link** if you want to send the invitation directly in Slack, WhatsApp, or SMS. - **Revoke** if the invite should no longer work. - **Send invite** on a placeholder teaching profile when someone is already scheduled in the system but still needs access. Placeholder profiles are listed under **Placeholder profiles**. Choose a name to open that person's staff page. Use this section during onboarding reviews, substitute staffing, or when a business has older teaching profiles that still need to be linked to a real person. ## If the person already exists in your records Invite the email address the person already uses. Access is assigned to their account when they accept, even if they are already in your customer records. If the person has the Teacher role but no teaching profile yet, open their staff page and use **Link teacher profile** on the **Profile** tab to create one. To connect them to an existing placeholder profile, open the placeholder's staff page and choose **Link Staff Member** under **More teaching actions** (the arrow button next to **Edit teaching profile**). ## Staff documents Open a person from the staff table to see their staff page. It can have these tabs: - **Profile:** their details and roles. Shown when the person has a login. - **Teaching:** their teaching profile, stats, and feedback. Shown when the person teaches classes or gives appointments. - **Availability:** their weekly schedule and time off. Shown when the person teaches classes or gives appointments. - **Documents:** the documents your business keeps about this person that you may open. Shown when the person has a login. See [Teaching profiles on a staff page](/help-center/teachers-overview) for the **Teaching** and **Availability** tabs. The **Documents** tab shows: - **Documents:** each contract, payslip, or upload about the person, such as an ID document or bank proof, with its **Date**, its **Sensitivity**, and **Kept until**, how long it is kept. Select **Open** to open it. - **Private details:** masked values such as an IBAN or social security number, when any are stored. Select **Reveal** to show one. - **Access log:** every time someone opened one of these documents or revealed a private detail, with when, who, and what. You only see the documents your role may open. For example, owners and managers can open payslips, but an ID document or bank proof uploaded with a contract opens only for the person and for staff who can manage contracts. Every open and every reveal is recorded in the access log, and the person can see it too. See [Your customer account](/help-center/account-overview). If the person has no documents you can open, the tab shows **No documents**. ### Former staff When someone leaves your business, their documents are archived and kept until their retention dates. The **Former staff** list on the Staff page shows each person who left and still has documents you can open, with the date they left and how many documents there are. Select **Documents** to open their archived documents. The list only appears for people who can manage staff, and only when there is someone to show. ## Staff who also teach When someone receives teaching access, Naayya may ask them to complete their public teaching profile the next time they open the teaching workspace. That banner is part of the normal onboarding flow for staff who teach. See [Public Profiles for Staff Who Teach](/help-center/public-profiles-for-staff-who-teach) for the exact completion rules and what staff should expect. ## Assigning multiple roles Naayya combines access across assigned roles. This is useful when one person handles more than one responsibility, such as a teacher who also helps with marketing. ## Removing access Only owners can remove a staff member's access. Open the person from the Staff table and use the delete action on their staff page. Use removal when: - Someone changes jobs. - Temporary access is no longer needed. - A person should no longer belong to that business. ## Custom roles Owners can create custom roles from the invite flow: open **Invite**, then choose **Create role…** in the **Role** dropdown. Enter a **Role name**, tick the **Permissions** the role should have, and select **Create role**. These roles let you define a business-specific permission bundle when the standard roles are too broad. For example, to let a front desk book appointments and courts, include **Book Appointments**. See [Access Control](/help-center/access-control#book-appointments). ## Staff page vs. Customers The **Staff** page is where you control who can sign in and what they can do. **Admin > Customers** is the workspace for customer records, such as bookings, purchases, and account details. ## Related Articles - [Adding Staff Members](/help-center/adding-staff-members) - [Public Profiles for Staff Who Teach](/help-center/public-profiles-for-staff-who-teach) - [Roles & Permissions](/help-center/roles-permissions) - [Access Control](/help-center/access-control) - [People Overview](/help-center/people-overview) --- # Teacher Status Management Control teacher activation, deactivation, and status changes Canonical URL: https://www.naayya.com/help-center/teacher-status Category: team-access Last updated: 2026-10-03T00:00:00Z # Teacher Status Management Control which teachers appear in schedules and customer-facing areas by managing their active or inactive status. This is how you handle breaks, seasonal teachers, and transitions without losing their data. ## Active vs Inactive Teachers **Active teachers** can be selected for new classes and appear in customer-facing teacher views. **Inactive teachers** are removed from active scheduling and customer-facing views, while their teaching profile and existing records remain available in the admin area. ## Finding teaching profiles by status Open **Admin > Settings > Staff** and choose **Teacher** in the role filter to list the people who teach. There are no separate Active and Inactive tabs. Open a person and choose the **Teaching** tab: the **Active** or **Inactive** badge at the top shows their status. ## Deactivating Teachers Use this for teachers taking breaks, seasonal instructors during off-periods, or when someone leaves but you want to keep their records. **To deactivate a teacher:** 1. Open **Admin > Settings > Staff** and open the person 2. Choose the **Teaching** tab 3. Open **More teaching actions** (the menu button next to **Edit teaching profile**) 4. Select **Deactivate**. Selecting it changes the status immediately. When you deactivate a teacher, they disappear from customer-facing views and are not available when you assign a teacher to new classes. Review upcoming classes and assignments after changing the status. ## Reactivating Teachers **To reactivate a teacher:** 1. Open **Admin > Settings > Staff** and open the person 2. Choose the **Teaching** tab 3. Open **More teaching actions** 4. Select **Activate**. Selecting it changes the status immediately. They become available for new scheduling and customer-facing views again. Their existing records remain in the admin area. ## What Changes When You Deactivate When you deactivate a teacher, here's what happens in different areas: - **Scheduling:** Not available when assigning a teacher to new classes - **Customer visibility:** Hidden from customer-facing teacher views - **Staff page:** The **Teaching** tab shows the **Inactive** badge, and the person can still be opened from **Admin > Settings > Staff** - **Existing records:** The teaching profile and its records remain available in admin ## Before You Deactivate Take these steps to avoid issues: - Check their scheduled classes and upcoming assignments - Inform your team about the status change - Update any marketing materials that mention them - Communicate with customers about schedule changes if necessary ## Common Scenarios **Seasonal teachers:** Deactivate during off-seasons, reactivate a few weeks before classes resume. **Maternity leave:** Deactivate on the leave start date, set a reminder to reactivate when they return. **Role transitions:** If a teacher moves to management but stops teaching, deactivate their teacher profile. ## Common Issues **Status change not saving:** Check your permissions and internet connection. Refresh and try again. **Inactive teacher still showing to customers:** Double-check that the teaching profile is marked **Inactive**, then refresh the customer-facing page. **Can't find a deactivated teacher:** Look under **Admin > Settings > Staff**. Clear the search, check the role filter, and refresh the page. If the person has no login, look under **Pending staff access** > **Placeholder profiles**. ## Related Articles - [Adding Staff Members](/help-center/adding-staff-members) - Give someone access before they need a teaching profile - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - Edit teacher information - [Roles & Permissions](/help-center/roles-permissions) - Configure access levels --- # Teaching profiles on a staff page Find teachers on the Staff page and manage a person's teaching profile and availability, and see their stats and feedback, from their staff page. Canonical URL: https://www.naayya.com/help-center/teachers-overview Category: team-access Last updated: 2026-10-15T00:00:00Z # Teaching profiles on a staff page Everything about a person who teaches lives on their staff page under **Admin > Settings > Staff**. This includes their teaching profile, teaching stats, feedback, and availability. There is no separate Teachers page. ## Find the people who teach 1. Open **Admin > Settings > Staff**. 2. In the role filter, choose **Teacher**. 3. Open a person to see their staff page. The list has no Active or Inactive tabs. A person's teaching status shows on their **Teaching** tab. People who teach but have no login yet are listed under **Pending staff access** > **Placeholder profiles**. See [Placeholder profiles](#placeholder-profiles). Old links to the Teachers page still work. The Teachers list opens **Admin > Settings > Staff** with the role filter set to **Teacher**. A link to a teacher opens that person's staff page on the **Teaching** tab. ## Tabs on a staff page A staff page can have four tabs. Which ones you see depends on the person: - **Profile** and **Documents** appear when the person has a login. - **Teaching** and **Availability** appear when the person has a teaching profile, which means they teach classes or give appointments. A person with a login and a teaching profile sees all four tabs. ## The Teaching tab The top of the **Teaching** tab shows the **Active** or **Inactive** badge, the primary style, and the Instagram handle. ### Teaching actions - **Edit teaching profile** opens the edit dialog with **Full Name**, **Primary Style**, **Instagram Handle**, **Profile Image**, and **Bio**. Choose **Save Changes** when you are done. - The menu button next to it (**More teaching actions**) has: - **Payouts** to open payroll for this person - **Public Profile**, when a public profile is available - **Link Staff Member**, for a teaching profile with no login, or **Unlink teaching profile**, for a linked one - **Deactivate** or **Activate** See [Managing Teacher Profiles](/help-center/managing-teacher-profiles) and [Teacher Status Management](/help-center/teacher-status). ### What the Teaching tab shows - **Performance** for the last 30 days, 3 months, 6 months, or 12 months (**30d**, **3m**, **6m**, **12m**): classes, bookings, attended with the attendance rate, and cancelled - **About**, the person's bio - **Classes Taught** - **Upcoming** and **Recent** classes - **Profile Completion**, which checks six items: **Profile picture**, **Card banner**, **Bio**, **Primary style**, **Instagram**, and **Full name** - **Feedback**, with **Public** and **Private** counts and the feedback list ## The Availability tab The **Availability** tab has **Weekly schedule** and **Time off**. If the person has no weekly availability set, it shows **Using business default schedule**. See [Set Availability Schedules](/help-center/appointment-availability). ## Placeholder profiles A placeholder profile is a teaching profile for someone who has no login yet. You see these under **Admin > Settings > Staff** > **Pending staff access** > **Placeholder profiles**. - Choose **Send invite** on the row to invite the person. - Choose the name to open their staff page. It shows only the **Teaching** and **Availability** tabs, and the header says **No login yet**. - If the person already has a login as a staff member, open the **Teaching** tab, open **More teaching actions**, and choose **Link Staff Member** to connect the two. ## Staff with the Teacher role but no teaching profile If a staff member has the Teacher role but no teaching profile, their **Profile** tab shows a **Teaching** section with a **Link teacher profile** button. Use it to create their teaching profile. To connect them to a placeholder profile instead, open the placeholder's staff page and choose **Link Staff Member**. ## Add people from Staff To give someone access to the business, start from **Admin > Settings > Staff** and choose **Invite**. See [Adding Staff Members](/help-center/adding-staff-members). ## Related Articles - [Adding Staff Members](/help-center/adding-staff-members) - [Staff Management](/help-center/staff) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Teacher Status Management](/help-center/teacher-status) - [Teacher Payout Calculator](/help-center/teacher-payouts) --- # User Roles Understand customer, staff, teacher, manager, and owner access without over-granting permissions. Canonical URL: https://www.naayya.com/help-center/user-roles Category: team-access Last updated: 2026-10-03T00:00:00Z # User Roles Roles and capabilities control what someone can see or do in a business. Use this article for the older customer-detail role view. For current staff access, use [Roles & Permissions](/help-center/roles-permissions), [Staff Management](/help-center/staff), and [Access Control](/help-center/access-control). ## Common access types ### Customer Customers can book, buy products, manage their own account, and view their own activity. ### Staff Staff members can access the business workspace according to the role or capabilities they were given. ### Teacher or provider Teachers and providers can have teaching or appointment delivery profiles. That does not automatically mean they can manage the business. ### Manager Managers can help run operations such as customers, bookings, classes, staff, or payments depending on the configured access. ### Owner Owners have broad control over business settings and access. Give owner-level access only to people who should be able to make major business changes. ## Where to manage access now Use: - **Admin > Settings > Staff** for inviting and managing staff - **Admin > Settings > Staff** for staff administration - The **Teaching** tab on a person's staff page under **Admin > Settings > Staff** for teaching profile setup - Customer detail role sections only when your role includes access to those links Access should match the person's job. Do not grant broader access just to solve one temporary task. ## Role changes and profile changes are different Changing a public teaching profile controls what customers see about a teacher. Changing staff access controls what the person can do inside Admin. If someone can teach but cannot open a staff page, update staff access. If someone can open Admin but is missing from classes, check the teaching profile and class assignment. ## Best practices - Give the minimum access needed. - Remove access when someone leaves. - Review staff access regularly. - Avoid sharing one login between multiple people. - Use customer detail changes for customer support, not staff administration. ## Troubleshooting ### Someone cannot open a page Check their staff access and selected business. ### Someone appears as a teacher but cannot manage classes They may have a teaching profile without class-management access. ### A customer has too much access Review their business links and remove any role or staff access they no longer need. ## Related articles - [Roles & Permissions](/help-center/roles-permissions) - [Staff Management](/help-center/staff) - [Access Control](/help-center/access-control) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) --- # Pay Rules Configure the rules used to calculate teacher payouts and payslips. Canonical URL: https://www.naayya.com/help-center/pay-rules Category: finance Last updated: 2026-10-03T00:00:00Z # Pay Rules Pay rules tell Naayya how to calculate compensation for teaching work. They are used by the payout calculator and saved payslip records. Use this article when you need to set or review how a teacher should be paid before generating payslips. ## Where to manage pay rules Use: - **Admin > Payroll > Create** to calculate a payout for a teacher and **Payroll Month** - **Admin > Payroll > Pay Rules** to manage rules for classes with specific tags - The person's **Teaching** tab under **Admin > Settings > Staff** to review the teaching profile connected to the person Pay rules are part of payroll setup. They do not move money by themselves. They calculate and document what should be paid. ## Supported payment models ### Pay per class Use **Pay per class** when a teacher receives a base amount for a session. You can leave attendance bonus off for a fixed amount, or enable it to add a per-student bonus after a threshold. ### Revenue share Use revenue share when the teacher receives a percentage of the revenue linked to the class. Review whether the percentage should be calculated before or after tax based on your business rules. ## Tag-based rules Tag-based rules are useful when different class categories pay differently. For example, a workshop can use a fixed **Pay per class** amount, a regular class can use **Pay per class** with an attendance bonus, and a premium class can use **Revenue share**. The payout calculator shows which class tags are configured and which tags still need rules. ## Before generating a payslip Check: - The teacher is selected - The **Payroll Month** is correct - Classes have the right tags - Attendance has been marked where attendance affects pay - Missing tag rules have been configured or intentionally ignored - The payout preview matches your agreement with the teacher If a class is missing from the calculation, check the teacher assignment and **Payroll Month** first. ## Save and send payslips After reviewing the payout: 1. Click **Generate Payslip**. 2. Use **Print** or **Download PDF** to review the generated document. 3. Click **Save to Payslips** when it is ready. 4. Send it to the teacher from the payroll records page if email dispatch is enabled. 5. Mark it as paid once you have settled the payout. See [Payslips](/help-center/payslips). ## Common issues ### A class says its tag is missing a rule Go to **Admin > Payroll > Pay Rules** and add a rule for that tag, or remove the tag from the class if it should not affect payroll. ### The payout looks too low or too high Review the **Payroll Month**, attendance count, class tags, tax treatment, and whether no-shows should be included. ### A teacher is not available in the calculator Check that the person has an active teaching profile and the right studio access. ## Related articles - [Teacher Payout Calculator](/help-center/teacher-payouts) - [Payslips](/help-center/payslips) - [Provider Profiles](/help-center/provider-profiles) - [Teacher Assignments on Class Instances](/help-center/teacher-assignments) --- # Payouts Understand the difference between customer payment payouts and teacher payout records. Canonical URL: https://www.naayya.com/help-center/payouts Category: finance Last updated: 2026-10-11T09:14:23Z # Payouts Naayya uses the word payout in two practical ways: - **Payment account payouts**: money arriving from your payment processor into your bank account - **Teacher payouts**: compensation you calculate, record, and settle with teachers or providers Keep these separate when reviewing reports. ## Payment account payouts Payment account payouts come from online payments processed through your connected payment account. They are reviewed in reporting tools, not in the payroll calculator. Use: - **Admin > Reports > Payout reconciliation** to match deposits to the balance activity inside each payout - **Admin > Reports > Annual summary** for year-end totals - **Admin > Payments** to review individual payments and offline records See [Reports](/help-center/reports) and [Payment Methods & Payouts](/help-center/payment-methods). ## Teacher payouts Teacher payouts are calculated from classes, attendance, date ranges, and pay rules. Use: - **Admin > Payroll > Create** to calculate a payout - **Admin > Payroll** to view saved payslip records - **Admin > Payroll > Pay Rules** to maintain tag-based pay rules Teacher payout records help you document what should be paid, send payslips, and track settlement separately from delivery. ## Create a teacher payout 1. Go to **Admin > Payroll**. 2. Click **Create**. 3. Select the teacher and **Payroll Month**. 4. Review the included classes and attendance. 5. Check pay rules and any missing tag configurations. 6. Review the payout summary. 7. Click **Generate Payslip**. 8. Use **Print** or **Download PDF** to review the generated document. 9. Click **Save to Payslips** when it is correct. Saving a payslip does not mean the teacher has been paid. Use the payroll records page to mark the payout as paid after settlement. ## Track payout status Payroll records keep three kinds of status separate: - **Record**: Active or Archived - **Dispatch**: Not Sent, Sent, or Opened - **Payment**: Unpaid or Paid Use the relevant status to check whether the record is still active, whether the payslip reached the teacher, and whether the payout was settled. Sending or opening a payslip does not mark it as paid. ## Common issues ### The payment account payout does not match payroll These are different systems. Payment account payouts track customer money flowing through the payment processor. Payroll tracks compensation owed to teachers. ### A teacher payout is missing classes Check the teacher assignment, date range, class status, and whether the class has been archived or excluded from stats. ### A payslip was sent but not paid Sending a payslip tells the teacher about the payout. Mark the record as paid only after the actual settlement has happened. ## Related articles - [Teacher Payout Calculator](/help-center/teacher-payouts) - [Payslips](/help-center/payslips) - [Pay Rules](/help-center/pay-rules) - [Reports](/help-center/reports) --- # Payslips View, manage, and send generated payslips to your teachers Canonical URL: https://www.naayya.com/help-center/payslips Category: finance Last updated: 2026-10-13T11:47:41Z # Payslips The Payroll page shows all generated payslips in one place. Filter, sort, dispatch to teachers, and manage payslip records. ## Access payroll 1. In the admin sidebar, open **Payments > Payroll**. Payroll appears once it is switched on for the business. If it is not in the sidebar, the owner, or someone given the **Activate business features** permission, can switch it on in **Admin > Settings > Features**. See [Features](/help-center/features-settings). The page shows a summary for the selected month, followed by a table of all payslip records. ## Monthly summary A summary panel at the top shows these totals for the selected month: - **Payout**: Combined payout across the payslips - **Classes**: Total classes included - **Attended**: Total attended bookings - **No-shows**: Total no-show bookings - **Teachers**: Number of teachers with payslips - **Payslips**: Number of payslips in the selected view - **Avg/teacher**: Average payout per teacher ## Filter payslips Use the filters above the table to narrow results: - **Search**: Find by teacher name, payslip ID, or period - **Teacher**: Show payslips for a specific teacher - **Month**: Select which month to view (defaults to last month) ## Active and archived tabs Payslips are split into two tabs: - **Active**: Current payslips, shown by default - **Archived**: Payslips you have archived Each tab shows its count. Switch between them to view the relevant records. ## Sort the table Click a sortable column header to sort by that column. Click again to toggle between ascending and descending order. Sortable columns include teacher name, period, classes, attended, pay, and created date. Status, Dispatch, Payment, and ID are not sortable. ## Send payslips to teachers You can dispatch payslips individually or in bulk. Dispatching sends an email notification to the teacher with a link to view their payslip. ### Send individual payslip 1. Click the actions menu (three dots) on a payslip row 2. Select **Send to Teacher** 3. The teacher receives an email notification ### Bulk dispatch 1. Select payslips using the checkboxes on each row 2. Click **Send to Teachers** in the header 3. Optionally add a note for the teachers 4. Confirm to dispatch all selected payslips Only active, pending payslips can be dispatched. ## Resend email notification If a teacher didn't receive the original email: 1. Click the actions menu (three dots) on the dispatched payslip 2. Select **Resend Notification** ## Download a payslip Click the download icon on a payslip row to download the PDF. The PDF includes a full breakdown of classes, attendance, and pay calculations. ## Archive a payslip Archiving removes a payslip from the Active tab without deleting it. 1. Click the actions menu (three dots) on a payslip row 2. Select **Archive** 3. Optionally add a reason 4. Confirm To restore an archived payslip, switch to the **Archived** tab, open its actions menu, and select **Activate**. ## Create new payslips Click the **Create** button in the top-right corner to go to the payout calculator, where you can generate new payslips. See [Teacher Payout Calculator](/help-center/teacher-payouts) for details. ## Related - [Teacher Payout Calculator](/help-center/teacher-payouts): Calculate pay and generate payslips - [View Your Payslips](/help-center/viewing-payslips): Teacher guide for viewing payslips --- # Teacher Payout Calculator Calculate teacher compensation with flexible payment models Canonical URL: https://www.naayya.com/help-center/teacher-payouts Category: finance Last updated: 2026-09-20T09:20:00Z # Teacher Payout Calculator Calculate teacher compensation based on classes taught and attendance. Access it from **Admin > Payroll > Create**. ## Payment models ### Pay per class Teachers receive a base amount per class. You can enable an attendance bonus to add pay after a threshold, or leave the bonus off for a fixed amount. **Example**: Base £40, threshold 5, bonus £3/student. Class with 8 counted students = £40 + (3 × £3) = £49. ### Revenue share Teachers earn a percentage of class revenue. Configure: - **Class value**: Amount used for each eligible booking - **Teacher percentage**: Their share (e.g., 60%) - **Tax treatment**: Calculate share before or after tax **Example**: Class value £15, 8 bookings, 60% share = £15 × 8 × 0.6 = £72. ## Configuration priority Rates are applied in this order: 1. **Class-specific**: Custom rate for a single class instance 2. **Tag-based**: Rate for classes with a matching tag. When more than one tag has a rule, Naayya uses the configured payout priority. A class-specific rule takes precedence over tag rules. > The calculator warns when an eligible class is missing a matching payout rule. ## What counts toward pay A class enters the payout calculation when it has at least one **confirmed booking** and is not archived or cancelled. The amount then depends on the payment model and its no-show setting. - With **Pay per class**, the base amount applies to the class. If an attendance bonus is enabled, attended students and, when configured, no-shows contribute to the bonus. - With **Revenue share**, cancelled bookings are excluded. No-shows are included or excluded according to the rule's no-show setting. Review the class breakdown and rule configuration before generating a payslip. ## Excluded classes Classes are excluded from payout when they have: - No confirmed bookings (all cancelled/pending) - Archived or cancelled status Excluded classes don't appear in the table by default. Check **Show excluded** to see them greyed out with the reason. ## Using the calculator 1. Select a teacher and **Payroll Month** 2. Review the class breakdown and totals 3. Use **Exclude Classes** to remove specific classes from the calculation 4. Click any row to customize payment configuration ## Tag configurations Set up payment rules for groups of classes by tag. 1. From **Payroll**, click **Pay Rules** 2. Select a tag and choose **Pay per class** or **Revenue share** 3. Set rates and attendance options 4. Choose **Effective From** when needed, then click **Save Configuration** For classes with multiple tags, the configured payout priority determines which tag rule applies. A class-specific configuration takes precedence over tag rules. ## Substitutes and teacher changes Pay is calculated based on who **actually taught** the class, not who was originally scheduled. When a different teacher covers a class: - The substitute teacher gets paid for teaching - The originally scheduled teacher does not receive pay for that class - Historical records show both who was scheduled and who actually taught This ensures accurate compensation when teachers cover for each other. See [Teacher Assignments](/help-center/teacher-assignments) for details on how the system tracks scheduled vs actual teachers. ## Generate payslips After reviewing the calculation: 1. Click **Generate Payslip** in the summary panel 2. Use **Print** or **Download PDF** to review the generated document 3. Click **Save to Payslips**, then access saved payslips from the [Payroll](/help-center/payslips) page ## Related - [Payslips](/help-center/payslips): Create and manage payment records - [Adding Staff Members](/help-center/adding-staff-members): Give teaching staff access before configuring payouts --- # Attendance Rates Track attendance, no-shows, and completed class participation. Canonical URL: https://www.naayya.com/help-center/attendance-rates Category: performance Last updated: 2026-10-03T00:00:00Z # Attendance Rates Attendance is recorded on each booking. Use the session roster, the Admin dashboard schedule, and customer details to compare bookings with attendance after a class. ## Where attendance is tracked You can review attendance from: - **Admin dashboard** for past sessions that still need attendance marked - **Admin > Classes** when you open a class instance and its roster - **Teacher > Schedule** or **Staff > Schedule** for the Students drawer - **Admin > Customers > [customer]** for class highlights and activity - **Admin > Settings > Staff > [person] > Teaching** for teacher-level stats in **Performance** ## How to read attendance The booking and attendance states are separate: - **Confirmed**: the booking is in the session roster - **Pending**: attendance has not been marked - **Attended**: the customer came to class - **No Show**: the customer did not attend - **Cancelled**: the booking was cancelled; this is a booking state On a confirmed booking, choose **Check-In** or **Mark attended**. After it is marked, the action shows **Attended**. The exact button depends on whether you are using the Admin roster or the Teacher or Staff Students drawer. ## What to check first When attendance looks wrong, check: 1. The class date and time. 2. Whether the customer is in the confirmed roster. 3. Whether attendance is still pending or has been marked. 4. Whether the class appears as **Mark attendance** in the Admin dashboard schedule. 5. Whether you are viewing the correct business and customer. ## Use attendance in decisions Attendance data helps with: - Spotting customers who may need reminders or follow-up - Reviewing classes with high no-show rates - Understanding whether a timetable is working - Comparing confirmed bookings with attended customers - Finding repeat attendance patterns in customer details Do not treat one missed class as a retention signal by itself. Look for repeated patterns. ## Related articles - [Manage Attendance](/help-center/managing-attendance) - [Customer Bookings](/help-center/bookings) - [Class Fill %](/help-center/class-fill) --- # Class Fill % Review class bookings against capacity and attendance. Canonical URL: https://www.naayya.com/help-center/class-fill Category: performance Last updated: 2026-09-19T09:34:38Z # Class Fill % The Admin Calendar shows confirmed bookings against the available capacity for upcoming classes. For past classes, use the attendance task in the Admin dashboard schedule and the session roster to review attendance. ## Where to review class fill Start with: - **Admin > Calendar** for booking and capacity indicators across the schedule - **Admin > Classes** for a class series, its instances, capacity, and roster ## How to read class fill For an upcoming class, the Calendar shows a booked count and capacity, such as `5 of 10 booked`. When the count reaches capacity, the Calendar labels the class **Full**. If a class has no capacity, it shows the booked count without a capacity comparison. For a past class, use the attendance task in the Admin dashboard schedule and the session roster to review how many confirmed customers attended. This is a separate view from upcoming booking capacity. ## What to look for ### Consistently low fill Low fill can mean the class time, teacher, location, or format needs review. Check: - Time of day - Day of week - Teacher assignment - Location - Capacity or resource assignment - Confirmed bookings in the Calendar ### Consistently high fill High fill can mean customers want more capacity. Consider: - Reviewing the room or resource capacity - Adding another class at a similar time if the schedule allows - Reviewing the waitlist - Moving the class to a larger location ### High bookings but low attendance This needs a separate attendance check from the booking count. Check: - The past session's attendance task in the **Admin dashboard schedule** - The session roster and its attendance states - Repeated no-show patterns in customer activity ## Use class fill with other signals Class fill is useful, but it should not be the only decision point. Pair it with: - Attendance rate - Waitlist activity - Customer feedback - Teacher notes - Repeat booking behavior ## Common actions ### Improve a low-fill class 1. Open the class in **Admin > Calendar** or **Admin > Classes**. 2. Confirm the capacity or resource assignment. 3. Review confirmed bookings and recent attendance. 4. Compare another time, teacher, location, or format if needed. 5. Review the related customer activity before changing the schedule. ### Manage a high-fill class 1. Check capacity and resource limits. 2. Review the waitlist. 3. Add another instance if the demand repeats. 4. Keep the current teacher or format stable if that is useful for comparison. ## Related articles - [Attendance Rates](/help-center/attendance-rates) - [Waitlists for Classes](/help-center/waitlists) - [Creating Classes](/help-center/creating-events) - [Session Feedback Stats](/help-center/session-feedback) --- # Retention Rates Use customer activity, bookings, and attendance to understand who is returning. Canonical URL: https://www.naayya.com/help-center/retention-rates Category: performance Last updated: 2026-10-03T00:00:00Z # Retention Rates Review customer activity, booking history, and class attendance together to understand who is returning and who may need follow-up. Naayya surfaces these signals without reducing retention to one score. ## Where to look Start with: - **Admin > Customers** for customer lists and search - **Admin > Customers > [customer]** for class highlights, booking activity, and attendance history ## Useful retention signals ### Booking gaps In a customer's activity, look for earlier bookings followed by a longer gap. ### Expiring credits Review the customer's booking activity and attendance alongside this context before choosing a follow-up. ### Membership activity Compare the customer's attendance and booking history over time alongside this context. ### No-shows and cancellations Repeated no-shows or cancellations may point to a scheduling, reminder, or policy issue. ### Feedback Feedback can explain why a customer is staying active or dropping away. ## What to do with retention signals Depending on the situation, you might: - Send a short follow-up email - Offer help choosing a class - Change reminder settings - Adjust a timetable that has repeated no-shows - Review recent class feedback Keep the customer relationship in the decision. Naayya can show the pattern, but you decide the right message. ## Related articles - [Customer List](/help-center/customers-list) - [Customer Details](/help-center/customer-details) - [Sending Quick Emails](/help-center/sending-quick-emails) --- # Session Feedback Stats Review teacher feedback, ratings, public comments, and private notes. Canonical URL: https://www.naayya.com/help-center/session-feedback Category: performance Last updated: 2026-10-15T00:00:00Z # Session Feedback Stats Feedback helps you understand how customers experienced a class, teacher, or session. Use feedback as context for coaching, quality checks, and schedule decisions. Business-wide feedback follow-up rules are in **Admin > Settings > Messages > Automations**, under **Feedback automation**. ## Where to review feedback Feedback appears in: - **Admin > Settings > Staff > [person] > Teaching** for Performance stats, public and private feedback counts, and the feedback list - **Teacher > Profile > Feedback** for all feedback, rating average, public count, and pending count - **Staff > Profile > Feedback** for the same feedback view in the Staff app ## Feedback types ### Public feedback Public feedback is the star rating and comment of a review. It can appear with a teacher profile. See [Reviews](/help-center/public-testimonials). ### Private feedback Private feedback is labeled separately from public feedback. Use it to understand issues, coach teachers, or follow up with customers. ## What to look for Review: - Rating average - Number of reviews - Public and private feedback counts - Repeated comments about the same class, teacher, or format - The class and date attached to each feedback entry One strong comment can matter, but repeated patterns are more useful for operational decisions. ## Approving feedback Your team does not approve reviews. An approve action changes nothing about what is shown. Do not turn private feedback into a public review unless the customer has clearly given permission. ## Related articles - [Reviews](/help-center/public-testimonials) - [Private Feedback](/help-center/private-feedback) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Teacher Dashboard Overview](/help-center/dashboard-overview) --- # Private Feedback Read the private notes customers leave for your business and decide what follow-up is needed. Canonical URL: https://www.naayya.com/help-center/private-feedback Category: community-feedback Last updated: 2026-10-15T00:00:00Z # Private Feedback When customers leave a review, they can add a private note to the business. Use it to spot problems and decide what follow-up is needed. ## Reviews vs private notes A review is a star rating with an optional public comment. Published reviews can appear on public pages. See [Reviews](/help-center/public-testimonials). A private note goes to the business only. It is labeled **Private** and is never shown publicly. ## Who can read private notes Only owners and managers of the business can read private notes. Teachers and other staff do not see them, including notes about their own classes. ## Where to find them Open **Admin > Reviews**. A private note shows under its review, marked **Private note**. To list only reviews with a note, set **Private note** to **With**. Staff can open one person's reviews from **Admin > Settings > Staff**, the person's **Teaching** tab, then **Open reviews**. Teachers see the published reviews of their classes in **Teacher > Profile > Reviews** or **Staff > Profile > Reviews**, without private notes. ## How to review private notes 1. Open **Admin > Reviews** and set **Private note** to **With**. 2. Read the note together with the rating, the class and the date. 3. Look for repeated patterns, not only one-off comments. 4. Follow up through your normal customer or team process if action is needed. ## When to act Look for repeated patterns, not only one-off comments. Act when a private note points to: - Safety or wellbeing concerns - Repeated quality issues - Confusion about a class format - A teacher needing support - A customer who needs a direct reply Follow up through your normal customer or team process. Do not use a private note publicly. If a customer deletes their account, their private note is deleted too. ## Related articles - [Reviews](/help-center/public-testimonials) - [Session Feedback Stats](/help-center/session-feedback) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Teacher FAQ](/help-center/teacher-faq) --- # Reviews How reviews work, who can leave one, and where reviews show. Canonical URL: https://www.naayya.com/help-center/public-testimonials Category: community-feedback Last updated: 2026-10-21T12:45:44Z # Reviews Read [the Spanish customer guide to reviews](https://www.naayya.com/help-center/es/public-testimonials). A review is a star rating with an optional public comment that a customer leaves after a visit. ## How reviews work Only a customer with a confirmed booking can review a visit, and only if the visit took place and they were not marked as a no-show. A business can't edit or hide a review. Naayya decides on any review that is reported. Every review from a verified visit is published whatever its rating, unless it is removed after a report. The average is the plain mean of all published star ratings and shows from three reviews. Reviews are not paid for or sponsored through Naayya. When a business moves to Naayya, Naayya can bring over the reviews its customers left in its previous booking system. Each one is labelled **Imported**, keeps its original stars, comment and date, and counts in the number of reviews and the average. An imported review without a comment counts but is not listed publicly. ## When a customer can review Reviews open when the visit ends and close 14 days later. Staff of your business cannot review it. The link in the review email opens the review without signing in, until reviews close. ## When customers are asked Naayya asks for a review 2 hours after a class, workshop or appointment ends, never between 21:00 and 08:00 local time. A course is asked once, after its last session. One reminder follows 3 days later. A customer is asked at most once every 30 days by your business: by push if they have the Naayya app, otherwise by email. To stop the email or the push, switch that channel off on the **Review request** row in [Notification Settings](/help-center/notification-settings). ## Writing a review The customer opens the link in the email or the push, or the booking in their account. One screen asks for 1 to 5 stars, an optional public review and an optional private note to your business. They can post anonymously, and they can edit their review until reviews close for the visit. ## You no longer approve reviews Your team does not approve reviews. An approve action in a feedback view is accepted but changes nothing about what is shown. Reviews that were already showing on a public teacher profile stay visible while their class is still public and offered. ## What the public sees A public review shows: - The star rating and the comment - The customer's first name and last initial, or Anonymous if they chose to post anonymously - The date, and the class or service where a list covers several - **Imported**, for a review brought over from the business's previous booking system - Your public reply It never shows the customer's email, booking or account. A review from a customer who later deleted their account stays, as Former customer. ## Where reviews appear Published reviews appear while your business is publicly listed, for public classes and services you still offer: - On your storefront: the rating and the number of reviews under your business name, and the list on the **About** tab. - On the page of the class, course or workshop, and of the appointment service, they are about. - On the public profile of each person who delivered the visit. A review counts for everyone who delivered the visit, including additional instructors and a substitute. Anyone reading a review can report it. ## Read, reply and report Owners and managers see every review of the business in **Admin > Reviews**. Filter by class or service, staff member, rating or private note. - **Reply** adds one public reply under the review. Edit or remove it any time. - **Report** sends the review to Naayya with a reason. The review stays as it is until Naayya decides, and you see the outcome on the review. Staff see the published reviews of their own classes in **Teacher > Profile > Reviews** or **Staff > Profile > Reviews**, without private notes. ## Switch reviews off Owners switch reviews on or off in **Admin > Settings > Features**. Off hides every review and stops new ones. Nothing is deleted, and switching on shows them again. ## Private notes A private note sent with a review is read only by owners and managers and is never shown publicly. See [Private Feedback](/help-center/private-feedback). ## Related articles - [Private Feedback](/help-center/private-feedback) - [Session Feedback Stats](/help-center/session-feedback) - [Managing Teacher Profiles](/help-center/managing-teacher-profiles) - [Public Profiles for Staff Who Teach](/help-center/public-profiles-for-staff-who-teach)