# 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: 2026-10-04T00:00:00Z
# 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** to find your bundles and memberships. 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** > **Bundles**.
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 pass for an appointment?**
Yes, if the studio has connected your appointment session pack to that appointment service. When an appointment pass 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: 2026-10-06T14:40:40Z
# Customer FAQ
The **Account** paths below are on the Naayya website. App paths are named separately. On the website, **Activity** contains bookings, **Access** contains passes and memberships, **Payments** contains saved cards, and **Profile** contains settings and health information.
## Bookings
**How do I cancel a booking?**
On the website, go to **Account** > **Activity**. In the Naayya app, open **Bookings**. Open the upcoming class and choose **Cancel** on the website or **Cancel Booking** in the app if the option is available. Review the cancellation result before confirming. See [Manage bookings and appointments](/help-center/manage-bookings-and-appointments) for more detail.
**What if a class is full?**
If the studio has waitlists enabled, you can join the waitlist from the class page. What happens next depends on the studio's waitlist mode:
- **Double opt-in**: When a spot opens, the first person in line is notified and has a limited window to confirm. If they do not confirm in time, the offer passes to the next person.
- **Auto-add**: When a spot opens, the first person in line is booked automatically and notified afterwards. Check your bookings if you joined a waitlist and no longer want the spot.
- **Notify all**: Everyone on the waitlist is notified when a spot opens, and the first person to complete the booking gets it.
**Do I need an account to join a waitlist?**
Yes. You must sign in to join a waitlist.
**Will I be charged when I join a waitlist?**
No. You are only charged if you accept an offer or a booking is completed when a spot opens. With auto-add mode, that can happen without a separate confirmation step.
## Payments
**How do I use a saved card at checkout?**
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** > **Bundles**. See [Credits, memberships, and orders](/help-center/credits-memberships-and-orders) for what these balances mean.
## Wallet & Gift Cards
**How do I redeem a gift card?**
Use the link in your gift card email. The balance is added to your wallet.
**How do I use my wallet balance?**
Select the wallet option at checkout.
## Emails
**How do I unsubscribe from marketing emails?**
Go to **Account** > **Profile** > **Settings** and turn off the **Marketing Emails** toggle. You can also click the unsubscribe link at the bottom of any marketing email.
**What emails will I still receive?**
Turning off marketing emails stops promotional messages and checkout reminders. You will still receive important emails like booking confirmations, class reminders, and receipts.
## SMS and WhatsApp Notifications
**How do I receive SMS notifications?**
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. In the **Phone Verification** section, enter your phone number in international format (e.g., +1 for US, +44 for UK)
3. Click **Send Verification Code**
4. Enter the 6-digit code sent to your phone
5. Click **Verify**
**What 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.
**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 Phone Number** in the Phone Verification section. You will need to verify the new number.
## Account
**How do I reset my password?**
Click **Forgot Password** on the login page.
**How do I delete my account?**
On the website, go to **Account** > **Profile** > **Settings** and choose **Delete account**. The page explains any blockers and what happens next before you confirm. Deletion has a 30-day grace period. After processing, your personal profile information is anonymized and your login is removed. Bookings, payments, and operational records required for reporting or legal retention may remain. 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: 2026-09-20T12:53:00Z
# Health information and consent
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.
---
# 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: 2026-10-07T10:51:15Z
# 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
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.
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 studio's cancellation result before confirming.
Before cancellation is confirmed, Naayya checks the studio 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 studio allows.
## Book an appointment in the Naayya app
1. Open the business's page in the Naayya app. If the business offers both classes and appointments, tap **Appointments** at the top of the screen. A business that offers only appointments opens on **Appointments**.
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, tap the one you want.
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. The business may ask you to accept its policies.
6. Under **How to pay**, choose a pack or pass you already have, or an option to buy. A pack or pass you hold is chosen first.
7. Tap **Book** to use your pack or pass, or **Pay** to pay by card.
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.
## Appointment bookings
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. With a single appointment, the total is the price for each person times the number of people. A pack is charged once and uses one credit 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 studio'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 session goes back to your pack or pass. If you are a guest in a group that someone else booked, the session 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 studio 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 studio 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: 2026-10-06T19:00:00Z
# 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.
## 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**, choose your preferred language. This controls account and customer-facing text where translations are available.
## 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, and use your balance at a business
Canonical URL: https://www.naayya.com/help-center/wallet-and-gift-cards
Category: for-customers
Last updated: 2026-09-29T00:00:00Z
# 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.
## Claim a gift card
Use the claim link in the gift card email, or go to **Account** > **Wallet** and click **Claim**.
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.
1. Go to **Account** > **Wallet**.
2. Expand the business and select **Top up**. 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 a top-up payment is refunded, the part of that top-up you have not spent is frozen and cannot be used again. If the payment is disputed with your bank, that part is frozen 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. You get a receipt email with the amount added and your new wallet balance.
Money added to your balance, by you or by the business, does not expire. It shows in your wallet as **Account top-up**, with no code and no expiry date.
## 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. A balance from one business is shown separately from balances issued by another business.
## 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 top-up** is money you or the business added. It has no code and does not expire.
- **Balance carried over** is a balance the business brought over for you.
- **Course credit** and other account credit show their description and amount. Account credit does not carry an expiry date.
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.
- **Returned to your wallet** shows value given back, for example after a purchase that did not go through.
- **Top-up refunded** shows the unspent part of a top-up that was refunded. It left your balance and cannot be used.
- **Top-up disputed** shows the unspent part of a top-up that 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
Go to **Account** > **Gift Cards** to manage gift cards you bought.
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: 2026-10-06T19:42:31Z
# Your customer account
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. The dashboard shows your next class or appointment, pending contracts, credit and membership summaries, and quick links. In a phone browser, use the account menu to open each section.
In the Naayya app, open the **Bookings** tab to see your class bookings and appointments. Use **Profile** for your personal details, bundles, memberships, 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 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: 2026-10-06T21:38:00Z
# 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 > 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.** On the web, the class page and checkout show 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." Checkout for a drop-in, class pack or membership shows the rule for that product type.
- **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 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: 2026-09-19T00:00:00Z
# 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 > 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)
---
# Contracts
Create, upload, version, and assign contract documents for your business.
Canonical URL: https://www.naayya.com/help-center/contracts
Category: getting-started
Last updated: 2026-09-19T00:00:00Z
# 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.
## Open contracts
Go to **Admin > Contracts**.
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
## 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.
## Related articles
- [Staff Management](/help-center/staff)
- [Customer Details](/help-center/customer-details)
- [Waivers & Terms](/help-center/waivers-and-terms)
- [Reports](/help-center/reports)
---
# Manage Locations and Resources
Set up your studio locations and configure resources like rooms and equipment for classes and appointments.
Canonical URL: https://www.naayya.com/help-center/managing-locations
Category: getting-started
Last updated: 2026-10-04T00:00:00Z
# Manage Locations and Resources
## What are locations
Locations are the physical or online places where customers book your classes and appointments. 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 location**.
3. Choose **Physical space** or **Online**. The page starts on **Physical space**.
4. Enter a **Name**.
5. For a physical space, add an **Address**. 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. 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**.
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 appointment bookings, 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.
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 appointment 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 click the plus icon on its row. If the location has no resources yet, expand it with the arrow next to its name and click the add button there. The buttons name 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 Appointment Resources](/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 **Add**.
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 and click the pencil icon next to it.
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.
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 Appointment Resources](/help-center/appointment-resources#deactivate-a-resource).
## 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**.
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: 2026-10-06T14:58:06Z
# 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 > Notifications**.
## 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.
## 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 **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 > Notifications**.
2. Review **Recommended setup**: the status of **Required records** and **Operational attention**, and whether WhatsApp and SMS are **Live** in **Phone messages**.
3. If you need more control, open **Advanced settings**.
4. Find the notification category and message type.
5. 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.
6. Wait for the **Saved** confirmation before leaving the page.
## 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: 2026-10-03T00:00:00Z
# 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.
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 > Plan Features**.
## 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
Only the business owner sees this 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 > Plan Features**.
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: 2026-10-04T00:00:00Z
# Platform Overview
Naayya brings the daily work of a wellness business into one place: bookings, classes, appointments, 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, appointments, 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 appointments 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 appointments, 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). Appointment businesses usually start with [Create Appointment 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 the current **Admin > Products** navigation label for class and service access offers such as drop-ins, class packs, memberships, services, and service packs. 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 > Products**.
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, appointment 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: 2026-10-03T19:00:00Z
# 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, appointments, retail, or all three. Set up Get Paid before creating class and appointment pricing.
For a map of the workspace and its main areas, see [Platform Overview](/help-center/overview).
## When you sign up
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 customers attend sessions. 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 bookable sessions
If you run classes, go to **Admin > Classes** and create the first class series.
If you run one-on-one appointments, go to **Admin > Services** and create appointment 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 Appointment 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 appointment 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 appointment 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, appointment services, or both; an unlimited pack covers classes only
- **Membership** for a class offer with membership settings
- **Service** for one appointment
For physical goods, go to **Admin > Shop**.
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 these separate settings pages:
- **Admin > Settings > Booking Rules** for guest checkout, payment mode, and booking windows
- **Admin > Settings > Policies** for cancellation rules and refund or forfeiture behavior
- **Admin > Settings > Waivers & Terms** 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 > Website 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 > Shop** for physical goods
- **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 appointment 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: 2026-10-03T00:00:00Z
# 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 > Settings > 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**.
## 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)
---
# 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: 2026-10-04T00:00:00Z
# 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**
## 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: 2026-10-03T19:00:00Z
# 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.
A 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.
## 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** | Appointments, and court or room hire, that people book at a time that suits them | **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 open the page for the offering: **Classes**, **Services** or **Programs**.
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.
## 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).
## Related articles
- [Quick Start Guide](/help-center/quick-start)
- [Platform Overview](/help-center/overview)
- [Creating Classes](/help-center/creating-events)
- [Create Appointment 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: 2026-09-19T12:40:00Z
# 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 > Waivers & Terms**.
## 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.
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)
---
# 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: 2026-09-19T13:02:00Z
# 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 > All Bookings**. The page has **Classes** and **Appointments** tabs. The **Classes** tab shows the selected month's class bookings, and the month controls include **Today** when you are viewing another month. Use **Prev** and **Next** to move through pages.
Business-wide booking access depends on your role and permissions. If **All Bookings** is not available, ask a business owner or manager to check your access.
## What booking history can show
Booking records may include:
- Class or appointment name
- Date and time
- Teacher, provider, location, or resource
- Booking status
- Attendance status
- Product or credit used
- Cancellation status
- Payment or checkout context
- Attribution details, when available for your plan
The exact details depend on the booking type and the information recorded for that booking.
## Common booking statuses
| Status | Meaning |
| --- | --- |
| Confirmed | The booking has a place. |
| Cancelled | The booking was cancelled. The table identifies whether it was cancelled by the customer or by an admin 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. |
If a booking is cancelled, the **Cancellation Notification** column can show the notification status when it is tracked. A missing notification record means the delivery status is not available in this view.
## 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 appointment 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. The **Cancellation Notification** column shows a delivery status only when one is tracked; it 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, and waiver status.
Canonical URL: https://www.naayya.com/help-center/customer-details
Category: customer-management
Last updated: 2026-09-29T00:00:00Z
# 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 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
- Business links, when your role allows you to manage them
## Customer actions
Use the customer actions menu to:
- **Edit Customer**
- **Add money to wallet**, when your role can manage point-of-sale sales
- **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 appointment. 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
- Each gift card, account top-up, carried-over balance, or course credit that still has value, with its expiry date when it has one
- **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.
### Add money to a customer's wallet
Use this when a customer pays you in advance, in cash, by bank transfer, or on your own card reader, and wants to spend the money later.
1. Open the customer's detail page.
2. Open the customer actions menu and choose **Add money to wallet**.
3. Enter the **Amount**.
4. In **Paid by**, choose **Cash**, **Card (own reader)**, or **Bank transfer**.
5. Optionally add a **Reference**, such as the bank transfer reference, and a **Note**.
6. Select **Add money**.
Naayya does not take the payment. Take the money first, then record it here. The customer receives a receipt email with the amount added and their new wallet balance.
A top-up is a prepayment, not a sale:
- It has no VAT invoice and does not count as revenue. VAT is charged on what the balance is later spent on.
- The added money does not expire.
- When the customer pays from their wallet, gift cards are used before the top-up balance.
In the customer's own **Wallet** page, the money shows as **Account top-up**, with no code and no expiry. If the save fails, try again: the same top-up is never recorded twice.
See [Wallet and gift cards](/help-center/wallet-and-gift-cards) for what the customer sees.
## 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 date it was accepted, or its status, such as **Missing** or **Needs re-accept**.
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 **Signed before booking**. 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: 2026-10-03T00:00:00Z
# 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 > Settings > Data export**. 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: 2026-10-03T00:00:00Z
# Export Data
Business owners and managers can download their full People list as a CSV from **Admin > Settings > Data export**. 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 > Settings > Data export**.
3. Under **People**, select **Download CSV**.
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 > Settings > Data export**. 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: 2026-09-29T00:00:00Z
# 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**.
## 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).
### 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: 2026-09-29T00:00:00Z
# 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 who can share it. The membership form in **Admin > Products** cannot set a member limit yet. To offer a Family membership, ask Naayya support at support@naayya.com and include the membership's name and how many people should be able to share it.
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: 2026-10-03T19:00:00Z
# 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.
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.
- A specific **Expiration Date** ends access on that date.
- 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: 2026-10-03T00:00:00Z
# 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**.
You need marketing access to open and manage referrals. If Referrals is not available in your admin menu, 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: 2026-10-03T12:00:00Z
# 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 > Categories & Tags**. Categories are the first section. Tags, which only your team sees, are listed below them.
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 appointment 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: 2026-09-28T08:10:00Z
# 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.
## 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: 2026-09-29T00:00:00Z
# 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 > 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: 2026-10-03T18:00:00Z
# 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.
The **Runs if** row sits under **Class size**. It reads **Always runs** until you set a minimum. Select it and enter:
- **Minimum bookings**: the fewest confirmed bookings the session needs. Leave it empty and every session always runs.
- **Decide, hours before the start**: when Naayya checks the minimum, from 0 to 720 hours. It is 24 hours if you leave it empty.
The row then reads, for example, **Runs with 3+ bookings, decided 1 day before**. Courses do not have this setting: a course always runs as a whole run.
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: 2026-10-03T18:00:00Z
# 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 > Categories & Tags**.
### 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.
---
# 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: 2026-09-23T13:35:06Z
# Waitlists for Classes
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 Appointment Services
Set up bookable services with duration, pricing, and provider or resource assignments for appointments.
Canonical URL: https://www.naayya.com/help-center/appointment-services
Category: appointments
Last updated: 2026-10-04T09:00:00Z
# Create Appointment Services
## What are appointment services
Appointment services are bookable offerings that customers can schedule for a specific time. An appointment is service time reserved for one person or a private group. 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. **Resource availability**: Required when the service uses resources and those resources need schedules.
Your storefront lists an active service only when customers can buy a linked product and the providers or resources it needs are in place. If you switch off every product linked to it, the service leaves your storefront, and the **Appointments** tab 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 the row on the page that fixes it. 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.
## 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 appointment 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 choose a court and a time, and each booking holds the court they picked.
## Share your booking page
For the customer-facing booking steps, see [How Customers Book Appointments](/help-center/how-customers-book).
Customers use your public appointments 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 appointments 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 in an appointment, uses one use. For example, a 10-use pack for a partner class can also book a private session 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 in that appointment.
- The pack keeps its own expiry. An appointment 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 Appointment Resources](/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 Appointments](/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 Appointments](/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.
---
# 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: 2026-10-02T09:00:00Z
# Customers Managing Their 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 track their service usage 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.
---
# How Customers Book Appointments
Understand the customer booking experience from service selection to confirmation.
Canonical URL: https://www.naayya.com/help-center/how-customers-book
Category: appointments
Last updated: 2026-10-07T07:48:13Z
# How Customers Book Appointments
## The booking flow overview
An appointment is service time reserved for one person or a private group. Customers book appointments through your business's public booking page. The process guides them through selecting a service, choosing how many people are coming when the service allows more than one, choosing a place or resource when configured, and picking a time from several days shown side by side.
### Your booking page URL
Your public booking page is located at:
```
https://www.naayya.com/s//appointments
```
The business can share this public appointments page with customers.
## Step 1: Select a service
Customers start by browsing your available services:
1. Customer visits your studio's appointments 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 place or resource (optional)
If the service is configured with customer-selectable resources:
1. Customer sees the list of selectable resources for that service
2. They choose exactly one place, court, lane, room, or other resource
3. The booking flow uses that selection when calculating available times
If the service does not use customer-selectable resources, this step is skipped entirely.
## 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
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 any customer-selected resource. 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 appointment credit 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: Complete checkout
After the slot is held:
1. Customer reviews the booking summary (service, provider or resource, date, time, price)
2. Continues with the booking flow
For a group paying with a single appointment, 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 uses one credit for each person. The person who books pays for everyone.
Appointment booking requires an account. Account creation during this flow is not supported.
### Use an appointment pass or credit
If the customer has an eligible appointment pass or credit, checkout shows **Use your appointment pass**. They can choose **Book with pass** or **Pay by card instead**.
A group uses one credit for each person. A pack with fewer credits left than people in the group cannot pay for that booking; the customer can pay by card instead.
If an eligible pass or credit does not appear, check that:
- The customer is logged in to the account that owns the credits
- The credits are still active
- The pass is linked to the service they are booking
### Appointment packs
An appointment pack is an appointment product with more than one credit, such as a 5-lesson coaching pack. Its credits 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 uses one credit (for a group, one credit 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 names those services, for example "5 appointments" and "Use to book" followed by the service names. Customers buy it without choosing a time and receive every credit to spend later at appointment checkout.
Buying a pack needs a signed-in account. If a promotion brings the price to zero, the customer still receives every credit.
## 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 session 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 Appointment 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 appointment time, not too far out)
Clear service descriptions and pricing help customers make informed booking decisions.
---
# Manage Appointment Resources
Configure rooms, courts, equipment, and other resources required for appointments to prevent double-booking.
Canonical URL: https://www.naayya.com/help-center/appointment-resources
Category: appointments
Last updated: 2026-09-29T00:00:00Z
# Manage Appointment Resources
## What are resources
Resources are physical or virtual spaces and equipment that an appointment 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. Expand the location where the resource belongs.
3. Click the plus icon on the location's row, or the add button shown when the location has no resources yet. The button names the type, for example **Add room** or **Add court**. For a portable or virtual resource that is not tied to a location, use **Add** 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. Click the edit button on the resource row.
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 appointment behavior
Appointments can use any resource type assigned to the service. 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 time slots. If the service uses a resource, make sure the resource is active and has availability.
For the service setup checklist, see [Create Appointment 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 appointment 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 and click **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 and click **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. Click the archive icon on the resource row.
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.
---
# 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: 2026-09-28T08:05:00Z
# 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** > **Policies**, on the **Students** tab, under **Appointments**. The section appears once your business has appointment 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 appointment credit, not money. If the booking used no credit, 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** > **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.
---
# Set Availability Schedules
Define when appointments can be booked and block out unavailable times for providers and resources.
Canonical URL: https://www.naayya.com/help-center/appointment-availability
Category: appointments
Last updated: 2026-09-29T00:00:00Z
# 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 appointments
## 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 **Closures** for provider time off or other dates 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 **Closures** as separate tabs.
## 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 closures
Closures block appointments during holidays, time off, maintenance, or another period when bookings should not be accepted.
### Add a closure for a provider
1. Open **Staff** > **Schedule** (`/staff/schedule`).
2. Open **Closures**.
3. Add the closure dates, optional reason, and whether it lasts all day.
4. Save the closure.
### 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** > **Closures**.
2. Add the closure dates and details.
3. Save the closure.
## Edit or remove availability
Open the same **Weekly Schedule**, **Availability**, or **Closures** tab to edit or remove an entry. After changing a schedule or closure, review the affected appointments separately if customers already have bookings during that time.
## Booking settings
Appointment timing is separate from class booking timing:
1. Go to **Admin** > **Settings** > **Booking**.
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 appointment 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.
---
# 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: 2026-10-02T14:55:00Z
# 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** > **All Bookings**.
2. Choose the **Appointments** tab.
The **All Bookings** page opens on **Classes** by default. The **Appointments** tab opens the appointment list, where you can move through the list one month at a time. Use the month arrows or **Today** to change the period.
## 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
Stats above the list summarize the selected period:
- **Total**: All appointments in the selected period.
- **Confirmed**: Appointments with confirmed status in the selected period.
- **Completed**: Appointments marked as completed.
- **Cancelled**: Appointments that were cancelled.
Use the stats to review booking volume for the selected month.
## Sort and scan the list
The appointments table includes these columns:
- **Date & Time**
- **Service**
- **Customer**
- **Provider**
- **Status**
- **Notify**
A group appointment is one row. The **Customer** column shows the person who booked and paid, with the number of people and their names below, for example "3 people: Ana Bloggs, Ben, Cleo". For one person, it shows the customer's email instead.
The **Provider** column can show **Any available** when a provider service does not have one assigned provider yet. For a service that needs no provider, such as a court booked on its own, the column shows **No provider needed**. The **Notify** column can show cancellation notification status for cancelled appointments.
## 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
Click **New Booking** above the appointments list. 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 Appointment 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.
To review services, use the **Services** shortcut above the list. It opens **Admin** > **Services**. See [Create Appointment 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: 2026-10-03T18:00:00Z
# 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
- Appointment 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 billing frequency, class limit, eligibility, and start settings
Canonical URL: https://www.naayya.com/help-center/creating-memberships
Category: pricing
Last updated: 2026-10-03T12:00:00Z
# 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 pricing option**.
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**.
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**, or **Yearly**. Show the selected terms clearly in the product description and review the customer-facing listing before sharing it.
### 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.
## 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.
- **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 existing product in **Admin > Products** and edit its **Price** field. Review the product details and customer-facing listing after saving.
### 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. 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: 2026-10-03T20:00:00Z
# 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, appointment 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 pricing option**.
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.
### Settings
For class products, **Offer Type** is **Standard** or **Intro Offer**. **Who Can Purchase** is **Everyone** or **Once Per 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 appointment services. In **Service coverage**, tick each service the pack covers. No service is selected by default, so a pack never books appointments unless you choose them.
- 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 in an appointment, 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 Appointment 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 session with a pack or pass
A pack or pass can include sessions that are used separately from its own credits, for example an intro offer that includes one contrast therapy session.
For now, Naayya support sets this up for you.
1. Make sure the session has its own product linked to the service: a service product, or a pack of 2 or more credits that covers the service. See [Create Appointment Services](/help-center/appointment-services).
2. Contact support@naayya.com with the pack or pass, the session product it should include, and how many.
3. Once it is set up, open the pack or pass in **Admin > Pricing** and check the **Includes** row.
What customers get:
- Everyone who gets the pack or pass from then on also gets the included sessions 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 sessions 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 an included session starts it, the same as booking with the pack or pass.
- A cancellation within your policy returns the session. If the pack or pass is fully refunded, its unused sessions 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 sessions 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 private session
For a partner class that can also book a private session, choose **Pack**, set **Credits**, select the partner class under **Specific classes only**, and tick the private session under **Service coverage**. The "Covers" line then reads, for example, "Covers: 1 class, Express Private".
### Service sessions only
For a pack of massages or private sessions, choose **Pack**, set **Credits**, choose **No classes**, and tick the services it covers.
### 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 a single appointment paid at booking, use the **Service** 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: 2026-10-03T12:00:00Z
# 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**
- **Service**
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**. Check the customer-facing purchase flow before describing the restriction.
### 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 appointment 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 in an appointment, 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**.
## Service & Service pack Settings
These settings appear when **Service** is selected, or when you replace an existing **Service pack**.
### Session Credits
The **Service pack** form uses **Sessions** for the number of appointments included and shows **Validity**. A **Service** is the one-appointment type and does not show those fields. Review the fields shown for the selected type before sharing the product.
### Session Purchase Restrictions
**Who Can Purchase** is shown in the **Settings** section. Review the choices shown for the service product and check the customer-facing purchase flow before describing them.
### Service coverage
Review which appointment 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**, and **Yearly**.
**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 **Service** 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 Service for what you sell
Canonical URL: https://www.naayya.com/help-center/products-overview
Category: pricing
Last updated: 2026-10-03T12:00:00Z
# Product Types Overview
Use **Admin > Pricing** to set up products for classes and appointment services. Select **New pricing option** and choose a **Type**: **Drop-in**, **Pack**, **Membership**, or **Service**. You choose what a pack covers, classes, services, or both, in the form itself. Physical goods are managed separately in **Shop**.
## 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 appointment 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 |
| **Service** | One appointment, 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 appointment 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
For appointments, such as a consultation or personal training session, choose **Service** for one appointment, or a **Pack** that covers the service for several.
### Service
Choose **Service** to create a product for one appointment, bought while booking it.
### Service pack
New products no longer use **Service pack**. To sell several appointments, 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.
## 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 **Service** for one appointment or a **Pack** that covers the service for several. A pack can cover classes and services together, for example a partner class plus a private session. Check the services covered and the customer booking flow before sharing the product.
## Getting Started
1. Go to **Admin > Pricing** and select **New pricing option**.
2. Set **Type** to **Drop-in**, **Pack**, **Membership**, or **Service**.
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 Service 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: 2026-10-04T12:00:00Z
# Share Class Packs and Memberships Online
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. 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 and maintain physical products with details, images, variants, and stock quantities, and choose shipping or pickup for orders
Canonical URL: https://www.naayya.com/help-center/creating-physical-products
Category: products
Last updated: 2026-09-28T00:00:00Z
# Creating Physical Products
Use **Admin > Products** to create and maintain physical products. The page covers product details, images, variants, stock quantities, 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. Select **Next**.
5. In **Inventory**, select **Add** and enter a variant **Type**, **Value**, and **Qty**. Add at least one complete variant.
6. Select **Create**.
7. The new product starts as a draft and is labelled **Inactive** in the product list. Use the row actions to choose **Go Live** or **Make Inactive** 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. The current product form offers:
- **Equipment**
- **Apparel**
- **Accessories**
- **Nutrition**
- **Merchandise**
- **Other**
### 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 **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 **Apparel** or **Merchandise**, 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**.
## Physical Product Considerations
### Inventory Management
The creation dialog requires at least one complete variant before it can create the product. 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 action is labelled **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.
## 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 **Go Live** or **Make Inactive**.
### 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 **Go Live** or **Make Inactive**.
## 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, move to **Inventory**, and add at least one complete variant with a Type and Value.
**A variant is missing**: Open **Manage Inventory** or **Setup Variants & Stock**, 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.
**The status is wrong**: Open the product row actions and choose **Go Live** for an inactive product or **Make Inactive** 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: 2026-10-03T18:00:00Z
# 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, appointment, 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 appointment 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).
## Appointment slots are missing
Check the service, its providers, and its resources together.
Slots 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 slots 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: 2026-09-19T00:00:00Z
# 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.
## 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** > **Booking**
2. In the **Payment** section, 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: 2026-10-03T00:00:00Z
# 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 > Settings > 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 > Settings > 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
See your Naayya plan and what it costs, update your billing details and VAT number, and download invoices
Canonical URL: https://www.naayya.com/help-center/billing-details
Category: payments
Last updated: 2026-10-03T00:00:00Z
# Billing details and invoices
**Admin > Settings > Billing** shows your Naayya plan, what it costs and when it renews, the details on your Naayya invoices, and your invoice history.
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
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. 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.
## Billing details
Three cards hold the details on your Naayya invoices. Select **Edit** to change the business details or VAT number, 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.** For businesses in the EU, Switzerland and the UK. When you save a number, Naayya checks it: EU numbers with the EU VAT register (VIES), Swiss and UK numbers by their format and check digits. A checked number shows a verified mark. If the check fails, 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.
## Recent invoices
**Recent invoices** 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: 2026-09-23T13:35:06Z
# Booking & Checkout Settings
Control how customers book and pay for your classes. These settings are found in **Admin → Settings → Booking**.
## 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**.
2. Scroll to the **Payment** 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 → 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 → Booking → Payment → Payment mode**.
## Booking window
Appointments and classes have separate booking windows in **Admin → Settings → Booking**. 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.
## Cancellation
Cancellation rules are managed separately from checkout settings. Open
**Admin → Settings → 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. Toggle it in the **Payment** section alongside the other settings above.
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: 2026-10-07T00:00:00Z
# 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.
### 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 **Card (Terminal)** at [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**, **Card (Manual)**, **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: 2026-10-03T00:00:00Z
# 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** to see **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, Naayya can send a receipt email when the selected customer or guest has an email address. Check the checkout confirmation and the **Payments** page to confirm the sale was recorded; a walk-in without an email address cannot receive that email. 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).
---
# 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: 2026-09-28T00:00:00Z
# 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.
The POS flow is built around three choices: customer, product, and payment method.
## Open POS
Go to **Point of Sale** from the Admin sidebar.
You need POS access to view the page. You need POS management access to complete checkout.
## Complete a sale
1. Select a customer when the item requires one. Retail products can be sold to a walk-in without a customer; you can also add a walk-in customer.
2. Choose the item.
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. Complete checkout.
8. Review the confirmation.
If checkout is disabled, your role may only allow POS viewing.
## 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
POS shows the payment methods available for the sale, including **Cash**, **Card (Manual)**, **Card (Terminal)**, **Transfer**, **Comp** (complimentary), and **Wallet** where supported.
Choose the method that matches what the customer used. **Reference & Notes** lets you add a receipt number, transaction ID, or other context.
### Pay from the customer's wallet
**Wallet** takes the payment for a shop item, such as a drink or a tube of balls, from the customer's wallet balance at your business. It appears only when the item is a shop item 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.
- 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 POS daily report includes wallet sales in the day's totals and in the payment method breakdown on the web. 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.
### 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**.
### Set the staff discount limit
1. Open **Point of Sale** and select the **Settings** tab.
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.
## Receipts and records
POS creates a record of the sale. When the selected customer or guest has an email address, Naayya can send a receipt email after checkout.
After checkout, review the confirmation and the **Payments** page if you need to confirm the sale was recorded as expected.
## 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.
### 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 **Point of Sale > Settings**.
### Wallet is not offered
**Wallet** appears only for a shop item sold to a customer with a Naayya account. A walk-in or guest customer cannot pay from a wallet. Choose another payment method.
### The product is not visible
Check that the product is active, available for sale, and has inventory when it is a retail item.
### The customer is not visible
Search by email or name. 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: 2026-09-28T00:00:00Z
# 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
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.
Owners and managers can record pending 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**, **Card (outside Stripe)**, **Bank Transfer**, or **Other**
- Reference Number, if available
- Notes that explain the source of the payment
References are especially useful for bank transfers.
## 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, and bank transfer, 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. 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 POS daily report, and customer activity use the corrected amount. The CSV export also keeps the recorded amount in its own column.
- Nothing is refunded. The customer keeps what they bought and is not notified.
- 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.
## 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: 2026-09-19T00:00:00Z
# 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.
- 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.
## When online payments stay unavailable
Naayya keeps online payments unavailable until Stripe is ready.
- If the status is **Setup Incomplete** or Stripe is still reviewing the account, finish the requested steps before accepting live payments.
## 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: 2026-10-03T00:00:00Z
# 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 **Payments** section 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.
## 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 would cost, and how much you use the AI agent
Canonical URL: https://www.naayya.com/help-center/usage
Category: payments
Last updated: 2026-10-03T12:00:00Z
# Usage
**Admin > Settings > 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 incl. VAT per SMS segment
- **WhatsApp**: €0.15 incl. VAT per WhatsApp message
- **AI agent**: **Included**, at no charge
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.
- 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, incl. 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.
## 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)
---
# 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: 2026-10-01T15:30:00Z
# 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 → Website 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: 2026-10-03T18:00:00Z
# 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 →
Website 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 → Website 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.
Appointments 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: 2026-10-03T18:00:00Z
# 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 → Website 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 → Website 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.
Appointments 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.
---
# 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: 2026-10-03T18:00:00Z
# What Customers See in Website Integrations
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.
Appointment 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 → Website 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: 2026-09-29T10:00:00Z
# Create Instagram Content
Use **Social** in Naayya to design Instagram Stories, single-image posts, and
image carousels for your classes and teachers. 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
- **Plan:** The Social page and its editor are part of the Enterprise plan. On
other plans the page shows an **Enterprise Feature** message.
- **Permission:** You need marketing management access to save drafts, connect
Instagram, publish, and schedule.
- **Publishing is a limited pilot.** Naayya turns Instagram publishing on for
one business at a time. If it is not on for yours, you can still design and
save drafts, but the publish dialog says **Publishing has not been activated
for this business** and **Connect Instagram** is not offered. To ask about
joining the pilot, contact support@naayya.com.
- **Instagram account:** Publishing needs an Instagram professional account
(Business or Creator).
## Open the editor
Go to **Admin > Social**. In **Create content**, choose **Create a Story**,
**New post**, or **New carousel**. **Class templates** opens the older class
template designer.
Saved drafts appear under **Your content**. Select one to reopen it and keep
editing.
## 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:
- **Start from a template:** choose **Announcement**, **Class promotion**, or
**Teacher spotlight**. The template replaces the current frame after you
confirm.
- **Image:** upload a PNG, JPEG, or WebP file. Images you uploaded before appear
as thumbnails you can reuse. Select **Remove image** to clear it.
- **Heading and Body:** edit the text, then choose a font (**Modern**,
**Editorial**, or **Friendly**), a size, and a colour. Drag the text on the
preview to position it.
- **Background** and **Accent:** set the frame colours.
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.
On the right, **Title** is your own name for the content. Posts and carousels
also have a **Caption** of up to 2,200 characters, with at most 30 hashtags and
20 mentions. Stories have an **Internal note** instead, because Instagram
Stories do not publish a caption.
## Save a draft
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.
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.
Designs made in the older editor show **Revise a copy** in the saved designs
list. It opens the design as an image in the new editor, where you can add text
and save a new draft.
## Connect Instagram
Publishing needs your Instagram account connected with permission to publish.
1. Open a saved draft and select **Publish Story**, **Publish Post**, or
**Publish Carousel**.
2. If no account is connected, select **Connect Instagram** and approve access
on Instagram. Naayya asks for basic profile access and content publishing
access.
3. The dialog then shows **Publishing to** your account name.
If access expires or is revoked, the dialog asks you to reconnect. You can
also see the connection status in **Admin > Settings > Integrations**.
## 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 use **Schedule publishing** in the left panel. It works
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 the
connection, your publishing access, and the images again, then publishes.
Select **Reschedule** to choose another time, or **Cancel schedule** to return
the content to a draft. Changes close two minutes before the scheduled time.
## See what is scheduled
The **Publishing queue** on **Admin > Social** shows a month calendar and a list
of upcoming and recent items. Times use your business timezone. Select a day to
show only that day, and select **Refresh** to reload.
Each item shows one of these labels: **Scheduled**, **Publishing**,
**Published**, **Partly published**, or **Publishing needs attention**. From an
item you can select **Open content**, **Reschedule**, or **Cancel schedule**.
The queue shows the first 200 items.
## If a scheduled post does not publish
The item shows **Publishing needs attention** or **Partly published** with what
to do next:
- If some content may be live, check your Instagram account before you create
another post.
- If access was lost, reconnect Instagram or restore publishing access, then
create a new draft.
- 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: 2026-09-20T14:00:00Z
# 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 > 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 > 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 > 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: 2026-10-03T00:00:00Z
# 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
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 **Create Email**. Start with a blank email or 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 campaign**. 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**.
## 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: 2026-09-20T14:00:00Z
# 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. Active templates are
ready to use, while archived templates are hidden from the main view until you
choose **Archived** in the status filter.
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 **Archived** in the status filter to view archived templates. Open a
template's actions and choose **Unarchive** 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 **Archived** in the status filter to view it, then open its actions and choose **Unarchive** 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 **Create Email**
2. Start with a blank email or library template, then edit it
3. Save with a clear, descriptive name
4. Go to **Admin > Campaigns**, choose **New campaign**, 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: 2026-10-03T00:00:00Z
# 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).
## Starting a campaign
Go to **Admin > Campaigns** and choose **New campaign**. 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.
## 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
View campaign results in **Admin > Campaigns**. Click a campaign to review the
available summary and recipient details:
**Delivery metrics**:
- Sent
- Delivery
- Opens
- Clicks
- The recipient list and sent time
## 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.
## 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: 2026-10-03T00:00:00Z
# 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 **Create Email**. Choose the simplest
available starting point, write your message, and save the email. Then open
**Admin > Campaigns**, choose **New campaign**, 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: 2026-09-20T14:00:00Z
# 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 **Create Email** to open the designer. Start with a blank email or a library template. 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: 2026-09-19T15:04:15Z
# 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, appointments, 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: 2026-10-03T00:00:00Z
# 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 **New Booking**
- 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: 2026-10-03T00:00:00Z
# 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
- [Public Testimonials](/help-center/public-testimonials) - Manage customer reviews
---
# 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: 2026-10-03T00:00:00Z
# 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 an appointment 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 appointment services.
Canonical URL: https://www.naayya.com/help-center/provider-profiles
Category: team-access
Last updated: 2026-10-03T00:00:00Z
# Provider Profiles
Provider profiles describe the people who deliver classes or services for your business. In many studios this means teachers. In appointment-led businesses it can also mean other service 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 an appointment 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 an appointment 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.
## Appointment provider setup
For an appointment 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 appointment slots, 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 Appointment 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)
- [Appointment Availability](/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: 2026-10-03T00:00:00Z
# 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 closures. 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, stats, feedback, and availability from their staff page.
Canonical URL: https://www.naayya.com/help-center/teachers-overview
Category: team-access
Last updated: 2026-10-03T00:00:00Z
# 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 where you manage feedback
## The Availability tab
The **Availability** tab has **Weekly Schedule** and **Closures**. 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: 2026-09-20T09:20:00Z
# 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 > Settings > Reports > Payout reconciliation** to match deposits to the balance activity inside each payout
- **Admin > Settings > 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: 2026-09-19T10:00:00Z
# 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**.
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: 2026-10-03T00:00:00Z
# Session Feedback Stats
Feedback helps you understand how customers experienced a class, teacher, or session.
Use feedback as context for coaching, quality checks, public testimonials, and
schedule decisions.
## Where to review feedback
Feedback appears in:
- **Admin > Settings > Staff > [person] > Teaching** for Performance stats,
public and private feedback counts, and feedback management
- **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 can be approved for customer-facing use. It may appear with a
teacher profile or testimonial surface depending on your setup.
### 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
- Pending approvals
- 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 public feedback
Only approve public feedback when it is suitable for customer-facing use and the customer intended it to be public.
Do not turn private feedback into a public testimonial unless the customer has clearly given permission.
## Related articles
- [Public Testimonials](/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
Review private feedback in team views and decide what follow-up is needed.
Canonical URL: https://www.naayya.com/help-center/private-feedback
Category: community-feedback
Last updated: 2026-10-03T00:00:00Z
# Private Feedback
Private feedback is labeled separately from public feedback in staff review views. Use it to understand class experience and decide what follow-up is needed.
Use this article when you are reviewing comments from customers and deciding what action your team should take.
## Public vs private feedback
### Public feedback
Public feedback is labeled **Public** and has an approval state. Approved public feedback may appear on a public teacher profile when the relevant profile and class visibility settings allow.
### Private feedback
Private feedback is labeled **Private** and appears in staff review views. Treat it as internal feedback. It can help with:
- Spotting a recurring issue
- Understanding class experience
- Supporting a teacher with context
- Following up with a customer
- Deciding what follow-up is needed
If you are considering any public use, confirm the customer's permission and follow your normal approval process before using the comment.
## Where feedback appears
Feedback can appear in different places depending on your role:
- **Admin > Settings > Staff > [person] > Teaching** for Feedback Management, Public and Private counts, and approval controls
- **Teacher > Profile > Feedback** for All Feedbacks, public and pending counts, and approval controls
- **Staff > Profile > Feedback** for the same feedback view in the Staff app
The public teacher profile can show approved Public feedback for public classes. Keep Private feedback in the staff review workflow.
## How to review private feedback
1. Open **Admin > Settings > Staff**, open the person, and choose the **Teaching** tab. Or open the relevant Teacher or Staff feedback view.
2. In Admin, choose the **Private Feedback** tab. In Teacher or Staff, review the feedback label.
3. Read the rating and comment together with the class and date.
4. Look for repeated patterns, not only one-off comments.
5. Follow up through your normal customer or team process if action is needed.
## When to act
Act when private feedback 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
Naayya helps organize the signal. The owner or manager still decides what action is appropriate and whether any public use has the required permission and approval.
## Related articles
- [Public Testimonials](/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)
---
# Public Testimonials
Review public feedback and its approval state before considering it for a public teacher profile.
Canonical URL: https://www.naayya.com/help-center/public-testimonials
Category: community-feedback
Last updated: 2026-10-03T00:00:00Z
# Public Testimonials
Public feedback is labeled **Public**. Review it before approving it for a public teacher profile, and confirm the relevant visibility settings are in place.
Use this article when you are deciding which feedback is appropriate to consider for public display.
## Public feedback vs private feedback
Public feedback is intended for outside readers. Review it before approving it for inclusion on a public teacher profile for an eligible public class.
Private feedback is labeled **Private** for staff review. Do not move it into public use without the customer's clear permission and your normal approval process.
See [Private Feedback](/help-center/private-feedback).
## Where public feedback appears
Public feedback can appear in:
- **Public teacher profiles** when profile and class visibility allow and the feedback is approved
- **Admin > Settings > Staff > [person] > Teaching** for Public and Private counts and Feedback Management
- **Teacher > Profile > Feedback** or **Staff > Profile > Feedback** for the feedback list and approval state
The exact display depends on the public profile, class visibility, and approval state. Confirm those settings before describing a comment as publicly available.
## Review before approving
Before approving feedback, check:
- Is the comment clearly about your business, class, or teacher?
- Does it include personal or sensitive information that needs a privacy review?
- Is the language suitable for a public page?
- Is the feedback type **Public**, not **Private**?
- Is the feedback approved, or does it still need review?
- Does the comment need follow-up before publishing?
## What not to publish
Do not move a comment into public use when it includes:
- Health details or sensitive personal information without the required privacy review
- Private complaints
- Comments about another customer
- Anything labeled **Private**
- Feedback that requires a support response first
## Use testimonials responsibly
Good testimonials are specific and honest. A short comment about a teacher, class format, or customer experience is more useful than generic praise.
Before using a quote, confirm that it is labeled **Public**, approved, and eligible for the intended public teacher profile. Approval alone does not make a comment visible on every public surface.
## Related articles
- [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)