Sometimes you need to remove someone from a free event — capacity reduced, no-show pattern, behaviour issue.

## Steps

1. Owner Portal → **Events** → click into the event
2. Scroll to **Attendees**
3. Find the person → click **Remove** on their row
4. (Optional) Add a short reason in the prompt — appears in the notification email
5. Confirm

## What the attendee receives

A polite notification email:

> "Your spot at {event title} on {date} has been released. {Optional host note here.} If you have questions, please reach out to {host} directly."

## What changes

- Their RSVP record is deleted
- The event's headcount drops by 1, freeing up a spot for someone on the waitlist (if waitlist is enabled)
- No refund flow runs — there was no payment

## When to remove vs leave alone

| Situation | Action |
|---|---|
| You over-allocated and need to cut numbers | Remove |
| Persistent no-show across past events | Remove (kindly) |
| Disruptive behaviour at past events | Remove (firm note) |
| You just don't like the person | Don't — they paid attention to your event, treat them with respect |

## Paid events

This flow only works for **free RSVPs**. For paid bookings, use the per-attendee **Refund** flow — which can also remove the attendee. See [How to refund a single event attendee](/help/refund-event-attendee).

Free RSVPs can be removed by the host with a polite notification email.

How to remove an attendee from a free event

## The two fee types

### 1. Host subscription (monthly / annual)

What hosts pay to be listed in the Paid or Featured tier:

| Tier | Monthly (Gym/PT) | Annual (save 17%) |
|---|---|---|
| Free | $0 | — |
| Paid | $19 / $12 | $190 / $120 |
| Featured | $99 / $59 | $990 / $590 |

### 2. Platform fee on sales (5%)

When a buyer pays for an event or product, MyNextGym takes **5% of the gross sale**.

- Applies to paid events, paid products, subscriptions
- Doesn't apply to free events
- Non-refundable — the host bears the buyers fee on refunds
- Buyers see only the listed price (the fee is invisible to them)

## Stripe processing fees (separate)

Stripe takes its own cut: **~1.75% + $0.30** for Australian cards. This is in addition to MNG's 5%.

### Worked example — $50 event ticket

| | Amount |
|---|---|
| Buyer pays | $50.00 |
| Stripe processing fee | − ~$1.18 |
| MyNextGym platform fee (5%) | − $2.50 |
| **Host net payout** | **~$46.32** |

## Why 5%

5% is on the low end for marketplaces with our level of feature breadth.

| Platform | Fee |
|---|---|
| MyNextGym | 5% |
| Eventbrite | ~3.7% + $1.79/ticket + 2.9% payment processing per order |
| Mindbody | ~5–10% |
| Airbnb | 14–18% |
| Uber | 25%+ |

Two fee types: host subscription (free / $19 / $99 monthly) and 5% platform fee on paid sales.

How fees work

MyNextGym is an **Australian gym + personal trainer marketplace**. Buyers find gyms, PTs, classes, and packs. Hosts list their business, sell to buyers, and grow.

## Who we serve

- **Members / buyers**: people looking for a gym, a trainer, a class, a trial pass, or a class pack
- **Hosts**: gym owners and personal trainers who want a discoverable profile + a way to sell

## How we make money

Two revenue streams, both transparent:

1. **Host subscription tiers** — Free / Paid / Featured
2. **5% platform fee** on paid sales (events, products, subscriptions)

See [How fees work](/help/how-fees-work) for the full breakdown.

## What we're NOT

- **No ads:** on user-facing pages, we don't sell user attention to third parties
- **No data resale:** host and member data is never sold
- **No exclusivity:** hosts can list anywhere; we don't lock them in

## How we're different

| | MyNextGym | Aggregator sites |
|---|---|---|
| Lead handling | Goes direct to host | Often gated behind paid leads |
| Profile control | Host owns it | Often template-locked |
| Selling | Built-in commerce | Usually directs to host site |
| Fee model | Transparent + low | Often hidden % or per-lead |

## Our team

Independent, Australian-owned, small team. No external investors dictating priorities. Built for AU first.

What we are, who we're for, how we make money, and how we're different.

About MyNextGym

If your gym or PT profile is already on MyNextGym, you can claim it to take control.

> **Quick path:** [Start claiming →](/list#claim) (jumps straight to the claim form)

## Steps

1. Go to the [claim listing page](https://www.mynextgym.com.au/list#claim)
2. Click **Claim this listing, I'm the gym owner** (or **Personal Trainer**)
3. Search for your **gym or PT listing** name
4. Fill in your name, email, phone, and a short message confirming you're authorised to manage the listing
5. Submit

## What happens next

- We review claims within **24 hours** and email you the outcome
- Once approved, you'll get an email with a temporary password and a link to the Owner Portal
- Sign in, change your password, and you're live

## Common questions

### My listing has wrong details — can I fix them after claiming?

Yes. Once approved, you can edit everything from the Owner Portal — name, address, photos, amenities, hours, pricing.

### My listing isn't on MyNextGym yet

Use the **Create a listing** [flow →](/list#create)

### I don't own the business but I work there — can I still claim?

Reach out to the owner first. We verify ownership and may ask for proof (an ABN search, a directors search, or a quick verification call) before approving.

Take ownership of an existing gym or PT listing on MyNextGym in a few clicks.

How to claim your listing

If your gym isn't already on MyNextGym, you can create a fresh listing from scratch.

## Steps

1. Visit the [New Listing Page](https://www.mynextgym.com.au/list#create)
2. Choose **New Listing, I'm a Gym Owner**
3. Fill in the basics: business name, suburb, address (autocomplete will help), website, phone
4. Provide your owner contact details (your name, email, phone)
5. Submit

## What you'll need handy

- **Business name** as you want it shown publicly
- **Full street address** — postcode and suburb power our search
- **A working phone + email** for buyer enquiries
- **A bit of patience** — verification takes up to 24 hours

## What happens next

- We review the submission to check it's a real, active business (Google Maps, ABN lookup, your website)
- Once approved, you'll get an email with portal sign-in details
- Sign in → polish photos, hours, amenities → publish

> **Free to list.** Creating a listing is free. Paid and Featured tiers unlock extra slots and visibility — see [How fees work](/help/how-fees-work).

If your gym isn't on MyNextGym yet, follow the create-listing flow to add it.

How to create a new gym listing

Personal trainers list separately from gyms — separate profile, separate URL.

## Steps

1. Visit the [New Listing Page](https://www.mynextgym.com.au/list)
2. Choose **New Listing, Personal Trainer**
3. Fill in the basics: business name, suburb, address (autocomplete will help), website, phone
4. Provide your owner contact details (your name, email, phone)
5. Submit

## What you'll need handy

- **Business name** as you want it shown publicly
- **Full street address** — postcode and suburb power our search
- **A working phone + email** for buyer enquiries
- **A bit of patience** — verification takes up to 24 hours

## Online + national PTs

If you coach exclusively online (no in-person), tick **National coverage** instead of picking a suburb. You'll show up for buyers searching anywhere in Australia. **Available on paid plans only.**

## What happens next

- We review the submission to check it's a real, active business (Google Maps, ABN lookup, your website)
- Once approved, you'll get an email with portal sign-in details
- Sign in → polish photos, hours, amenities → publish
- PTs can add additional service areas and qualifications

Add yourself as a personal trainer — covers qualifications, service area, and approval.

How to create a new personal trainer listing

## Steps

1. Go to [www.mynextgym.com.au/owner](https://www.mynextgym.com.au/owner)
2. Click **Forgot password?** under the sign-in form
3. Enter the email address on your owner account
4. Check your inbox for a 6-digit code (also check spam)
5. Enter the code, set a new password, and you're back in

## Password rules

- Minimum 8 characters
- At least one uppercase, one lowercase, one number, and one special character (`!@#$%^&*`)
- Not a password you've used before on this account

> **Tip:** Use a password manager. We'll never ask you for your password by email or phone — anyone who does is impersonating us.

## Common issues

### "I never got the code"

- Check spam / junk
- Wait 60 seconds, click **Resend code**
- Confirm the email matches your owner account exactly (no typos)

### "My account doesn't exist"

If the system says no account is found, you may have signed up with a different email. Try variants you commonly use, or contact [support](https://staging.www.mynextgym.com.au/about#support).

Forgot your password? Use the email-based reset flow — takes about a minute.

How to reset your password

Verified PTs show a green **Verified** badge next to their name in search and on their profile. It's the single biggest trust signal for new clients.

## What we accept (examples)

| Document | Why we ask |
|---|---|
| Cert III in Fitness | Australian baseline qualification |
| Cert IV in Fitness | Required for personal training (1-on-1) |
| Public liability insurance | Confirms you're insured to work with clients |
| FitnessAustralia or REPS membership | Industry-body verification |
| First Aid + CPR | Safety baseline |

## Steps

1. Owner Portal → **Billing** → **Edit Listing** → **Qualifications**
2. Add **Qualification name** using free text and **Add button**
3. Click **Save Changes**

- **Important Step:** Once saved, a button named **Verify new qualifications** will be visible. **Click the button to continue the verification flow.**

4. **Tick the qualifications** that you want to verify
5. Add **Name and Email** for any follow up from support
6. Add any **relevant notes** for our support team
7. Click **Upload document** for each cert
8. Submit for review

**We verify within 24-48 hours**; the badge appears only once approved

## What we DON'T do with your docs

- Share them with anyone outside our review team
- Display them publicly — only the badge is shown
- Use them for marketing or sell them

Docs are stored encrypted and deleted on account closure.

Upload cert and insurance docs to earn the green Verified badge on your PT profile.

How to verify your qualifications

## What each tier unlocks

| | Free | Paid | Featured |
|---|---|---|---|
| Listed in search | ✓ | ✓ | ✓ |
| Google-indexed profile | ✓ | ✓ | ✓ |
| Suburb landing page | ✓ | ✓ | ✓ |
| Improved search visibility | — | ✓ | ✓ |
| Events | — | ✓ | ✓ |
| Products | — | ✓ | ✓ |
| Member offers / promotions | — | ✓ | ✓ |
| Lead enquiry inbox | — | ✓ | ✓ |
| Analytics dashboard | — | ✓ | ✓ |
| Featured-tier placement | — | — | ✓ |
| Priority support | — | — | ✓ |

## Different Entity Pricing

| Entity | Paid | Featured |
|---|---|---|
| Gym / Studio | $19 | $99 |
| Personal Trainer | $12 | $59 |

## How Featured placement works

Featured listings appear at the **top** of search results in their suburb, above all Free + Paid listings. There's a **per-suburb cap** to keep it meaningful — Featured slots per suburb are limited to **3 slots for Gym listings** and **6 slots for Personal Trainers**. Once full, new Featured signups go on a waitlist for that suburb.

## When to upgrade

- **Free → Paid**: when you want to sell anything (events, products, subscriptions) or run promotions
- **Paid → Featured**: when you're competing in a busy suburb and discoverability matters

> Cancel any time. Plan changes will take effect **at the end of the billing cycle.**

What each tier unlocks, when to upgrade, and how Featured slot limits work.

Listing tiers: Free, Paid, Featured

There's no self-serve conversion flow — it's a manual support task that takes ~15 minutes.

## When this comes up

- A solo PT listing has grown into a small studio with multiple trainers — wants to be a Gym listing
- A small gym has shrunk back to 1-on-1 coaching — wants to be a PT listing
- A claim was filed under the wrong listing type

## How to request the conversion

Contact [support](https://staging.www.mynextgym.com.au/about#support) with:

- Your current listing URL
- Whether you want it converted to **Gym** or **Personal Trainer**
- A brief note on the reason (helps us check we keep the right fields)

## What gets preserved

- All your **photos**
- Your **description, contact details, address**
- **Past sales records** (orders, RSVPs, refunds)
- Your **owner login** — same email, same password

## What changes

- The **URL slug** changes (`/gym/...` → `/personal-trainer/...` or reverse)
- The **categorisation** — PT-specific fields like specialties become available, gym-specific like amenities go away
- We set up a **301 redirect** from the old URL for 12 months - this preserves your google index equity.

Processing usually within 24 hours.

Edge case but it happens — solo PTs growing into a studio, or a coach scaling down to 1-on-1.

How to convert a Gym listing to a PT listing (or vice versa)

## What we track

| Metric | What it means |
|---|---|
| **Leads** | Completed contact-form submissions |
| **Profile views** | Unique visitors to your profile page |
| **Website clicks** | Tap-throughs to your external site |
| **Phone clicks** | Tap-to-call |
| **Email clicks** | Tap-to-email |
| **Booking clicks** | Tap on Book / Enquire CTAs |
| **Directions clicks** | Tap on the address / map link |

## What good looks like (rough benchmarks)

- **Free tier**: 50-200 profile views/month is typical for a suburban gym
- **Paid tier**: 200-500/month
- **Featured tier**: 500-2000+/month, especially in busy suburbs
- **Click-through rate** (any CTA): **3-8%** is healthy. Below 1% suggests the profile needs work (better photos, clearer description, current offer)

## What to do with the data

- **Low views, high CTR** → upgrade to Featured for more views
- **High views, low CTR** → improve the profile (photos, hero shot, member offer)
- **Many phone/website clicks but no leads** → check if Enquire CTA is enabled and prominent

## Time-range

Default view shows last 30 days. Toggle to 7d / 90d / all-time at the top of the dashboard.

Profile views, website clicks, phone clicks, booking clicks — what good looks like.

Understanding your analytics dashboard

Every link from your MyNextGym profile to your website / booking page is automatically tagged with UTM parameters. You can see this traffic in your own analytics.

## The tags

Format: `?utm_source=mynextgym.com.au&utm_medium=referral&utm_campaign={surface}`

`{surface}` reflects where the click came from: `listing` (profile sidebar), `search`, `suburb`, `event`, `featured`, or `email`. Example: a buyer clicks your **Website** button on your profile → they land on `https://yourgym.com.au?utm_source=mynextgym.com.au&utm_medium=referral&utm_campaign=listing`.

## How to see it in your tools

### Google Analytics

- **Acquisition** → **Traffic sources** → filter `Source = mynextgym.com.au`
- Or **Reports** → **Engagement** → filter by UTM source

### Google Search Console

- Doesn't show referral UTMs (only organic search). Use GA for this.

### Other tools

- Most analytics platforms (Mixpanel, Plausible, Fathom, Matomo) parse UTMs automatically

## What gets tagged

- **Website** sidebar button
- **Book** sidebar button (if it goes to your external booking page)
- **Phone** clicks (mobile only) — these don't UTM since they're tap-to-call

> **Why this matters:** lets you measure exactly how much traffic and conversion you're getting from MNG. Hard data > gut feel.

We auto-tag outbound links with utm_source=mynextgym so you can see MNG traffic in your own analytics.

How to track UTM-tagged outbound clicks

Your **host plan** (Free / Paid / Featured) is separate from buyer transactions. Here's how billing works.

## Plan tiers + pricing

| Tier | Entity | Monthly | Annual (2 months free) |
|---|---|---|---|
| Free | Gym/PT | $0 | — |
| Paid | Gym | $19 | $190 |
| Featured | Gym | $99 | $990 |
| Paid | PT | $12 | $120 |
| Featured | PT | $59 | $590 |

All prices in **AUD inclusive of GST**.

## When you're charged

- **Monthly**: same date each month from your sign-up date (e.g. signed up Mar 12 → billed 12th of each month)
- **Annual**: once per year, same date

## Where to find invoices

Owner Portal → **Plan** → **Manage billing** opens the Stripe Customer Portal. Download all past invoices as PDF for accounting.

## Failed payments

If a payment fails (expired card, insufficient funds), Stripe retries 3 times over 5 days. You'll get email warnings. After the 3rd failure, your plan downgrades to Free — your listing stays live but Paid features (events, products, member offers) become read-only.

## Refunds

- **Monthly**: cancel any time → no further charges (we don't pro-rate the current month)
- **Annual**: cancel any time → access continues to end of year, no refund of unused months

Plan options, when you're charged, AUD currency, where to find invoices.

How your monthly or annual billing works

## Steps

1. Owner Portal → **Billing**
2. Click the tier you want
3. Confirm — Stripe handles the proration

## Upgrade (Free → Paid, Paid → Featured)

- Charge happens **immediately** for the prorated remainder of the current period
- New features unlock straight away
- Your billing date stays the same

Example: you're on Paid, halfway through the month, and upgrade to Featured. Stripe charges (Featured price - Paid price) × (days remaining / days in month).

## Downgrade (Featured → Paid, Paid → Free)

- New plan takes effect at the **end of the current billing period**
- No partial refund
- You keep the higher tier's features until the period ends

## What changes when you downgrade

| | Stays | Locks/changes |
|---|---|---|
| Free → any | Listing live, photos, contact info | All sales features locked |
| Paid → Free | Listing, photos, contact | Events / products become read-only, member offers hidden, leads inbox locked |
| Featured → Paid | All Paid features | Featured-tier search position lost; otherwise Paid features remain |

Plan changes happen instantly with prorated billing — here's what changes when.

How to upgrade or downgrade your plan

## Steps

1. Owner Portal → **Billing**
2. Scroll to **Cancel subscription**
3. Confirm — you stay on your current paid tier until the end of the period
4. After the period ends, your account drops to **Free**

## What stays

- Your listing remains live (Free-tier visibility)
- All photos, description, hours, contact details
- Past sales records (refunds still work)
- Buyer reviews + history

## What locks

- Selling events / products (existing ones become read-only)
- Member offers (hidden from search + profile)
- Lead enquiry inbox (form disabled on profile)
- Analytics dashboard
- Featured search position (if you were on Featured)

## Re-subscribing later

Reactivate anytime from **Plan** → pick a tier. Everything that was locked unlocks immediately. No data loss.

## Want to delete the listing entirely?

Cancellation keeps the Free listing visible. If you want to **remove the listing entirely** (e.g. business closed permanently), [contact support](https://www.mynextgym.com.au/about#support) — we'll delete or de-list it within 24 hours.

Cancel any time — your listing stays live on Free tier; sales features lock at period end.

How to cancel your MyNextGym subscription

## Steps

1. Owner Portal → **Billing**
2. Click **Manage billing** — opens the Stripe Customer Portal
3. Click **Update payment method** (or **Add new card**)
4. Enter new card details
5. Save

The new card is used for the **next** billing cycle. The current period stays charged on the old card.

## Adding a backup card

In the Customer Portal you can add multiple cards:

- **Primary** card is charged by default
- **Backup** cards are tried automatically if the primary fails

Useful if you're between cards (waiting for replacement) or want a safety net.

## When the new card takes effect

- Updated immediately for **new charges**
- Currently-pending charges stay on the original card
- Failed retries also use the new card

## Common issues

### "My card is declined"

- Check expiry date
- Confirm there's enough balance / credit limit
- Some debit cards need explicit "online purchases" enabled by your bank

Swap the card on file for your MNG host subscription — done from the Stripe Customer Portal.

How to update your payment method (host plan)

## Steps

1. Owner Portal → **Billing**
2. Click **Manage billing** — opens the Stripe Customer Portal
3. Scroll to **Invoice history**
4. Click **Download** (or **View PDF**) on any invoice

## What's on each invoice

- Invoice number + date
- Plan tier (Paid / Featured)
- Billing period
- Amount + GST line
- MyNextGym ABN
- Your billing details

These are valid **tax invoices** for ATO purposes — give them straight to your accountant.

## Bulk download

The Customer Portal lets you download invoices one at a time. For year-end accounting, click each month's invoice and save as PDF — usually 12 clicks for a full year.

Auto-export to your accounting software (Xero, MYOB) isn't available — for now, manual download per month is the path.

## Email copies

Every successful charge auto-emails an invoice copy to your billing email. Search your inbox for `noreply@stripe.com` to find them all.

Past invoices for your MNG host plan are available as PDFs from the Stripe Customer Portal.

How to download invoices for your subscription

## Where it lives

Owner Portal → **Customer Orders** (its own tab, between **Products** and **Ticket Hub**).

## What you see

A unified table of every customer interaction across your **products and events**, sorted newest first. Each row tells you who, what, how much, and the current status.

| Column | What's there |
|---|---|
| **Customer** | Buyer name + email |
| **Source** | Coloured tag — **Product** (purple) or **Event** (teal) — with the product / event title |
| **Type** | Product · one-time · Product · subscription · Event · paid · Event · free |
| **Status** | active · completed · past_due · canceled · refunded · free |
| **Ticket** | Live ticket pill (Issued / Used 2/5 / Redeemed / Refunded / Voided) when a ticket was issued |
| **Amount** | Dollar amount or **Free** |
| **Date** | When the order / RSVP was created |
| **Actions** | Resend receipt · Refund · Cancel (where applicable) |

## Filters

- **Source filter** — All sources / Product / Event
- **Status filter** — All / Active / Completed / Past due / Canceled / Refunded
- Both compose with the search box

## Search

Matches across customer name, email, product / event title, and ticket short code (`MNG-XXXX-XXXX`).

## Per-row actions

| Action | Shown for |
|---|---|
| **Resend receipt** | Paid product orders + paid event RSVPs that have a ticket — re-triggers the Stripe receipt email |
| **Refund** | One-time product orders (status: completed) + paid event RSVPs (status: completed). Modal offers a 2-button choice when a ticket is linked — Refund + void ticket OR Refund only (keep ticket valid). |
| **Cancel** | Active product subscriptions (no pending cancellation). Cancels at end of the current billing period. |

## Multi-quantity event purchases

Each recipient appears as its own row, all sharing the same buyer email. Refunding one row refunds **just that ticket's worth** to the buyer's card; the other rows stay valid.

## Per-event roll-call vs the unified tab

For door-side roll-call, the per-event **Attendees** table on the event page is still the right tool — it gives you the CSV export and per-row remove flow. The unified Customer Orders tab is for cross-event visibility and host-wide actions.

The Customer Orders dashboard — filter, search, refund, resend receipts.

How to view and manage customer orders

## Steps

1. Owner Portal → **Events**
2. Click into the event
3. Scroll to **Attendees** section

## What you see

- Name (or "booked by" if the buyer purchased for someone else)
- Email + phone
- Payment status (free / paid / refunded)
- RSVP timestamp
- Marketing opt-in flag (yes/no)

## Search

The search input filters by name, email, phone — tolerant of partial matches.

## CSV export

Click **Export CSV** in the top-right of the attendees table. Downloads a spreadsheet with all visible fields. Useful for:

- Pre-event roll-call printouts
- Post-event follow-up email blasts
- Importing into your CRM / mailing list

## Removing an attendee

For **free events** only: click the **Remove** button next to the row. Triggers an apologetic notification email.

For **paid events**: use the **Refund** flow (which can also remove the attendee). Manual removal without refund isn't allowed for paid bookings.

Per-event attendee table with search, RSVP details, payment status, and CSV export.

How to view event attendees

Every transactional email a host receives, listed.

## From `noreply@mynextgym.com.au`

| Email | When |
|---|---|
| New lead enquiry | A buyer submitted your contact form |
| New event RSVP | Someone booked a free or paid event |
| New product sale | Someone bought a product |
| Subscription created | A buyer started a recurring sub |
| Subscription cancelled | A buyer ended their sub |
| Refund issued | You issued a refund (confirmation copy) |
| Listing claim approved | Your claim went through |
| Trial ending soon | 7 days + 2 days before trial ends |
| Plan changed | You upgraded / downgraded |

## From `noreply@stripe.com`

| Email | When |
|---|---|
| Receipt | Each MNG host plan charge |
| Failed payment | Card declined |
| Stripe Connect onboarding link | When you start Stripe setup |
| Stripe verification needed | If Stripe wants more docs |
| Payout sent | Each time funds hit your bank |

## Frequency expectations

- **Active host with sales**: 5-20 emails/week
- **Featured tier in busy suburb**: 30-50 emails/week including leads
- **Free tier idle**: 2-5 emails/month

## Reducing noise

No granular notification preferences are available right now. For now:

- Inbox filter rules in your email client work well ("From: noreply@mynextgym.com.au → label: MNG")
- Set MNG emails to skip the main inbox so they accumulate without disrupting

> **Don't unsubscribe from these.** Transactional emails (sales, refunds, billing) aren't optional — they're the legal record of your activity.

Lead alerts, RSVP notifications, sale notifications, billing — what you'll get and from where.

What emails you'll receive as a host

## How leads come in

1. Buyer visits your profile
2. Clicks **Enquire**
3. Fills the contact form (name, email, phone, message)
4. Submits

## Where they show up

**Two places**:

- **Email**: instant notification to your owner email with the buyer's full message
- **Owner Portal → Leads**: persistent inbox with status tracking

## Best-practice response time

- **<1 hour**: ideal — buyers expect speed and shop around
- **<24 hours**: acceptable; conversion drops noticeably after this
- **>24 hours**: buyer has likely contacted competitors

## Replying

Reply directly to the lead email — your message goes to the buyer's inbox. The thread is yours from there; we don't intercept further messages.

## Marking leads as contacted

Owner Portal → **Leads** → click into a lead → **Mark contacted** + add notes. Helps avoid double-replying or losing track when multiple staff handle leads.

> **Tip:** Set up a saved-reply template in your email client. "Hi {name}, thanks for reaching out — best way to chat is a quick call. When suits you?" converts better than a wall of pricing info.

Buyers can enquire from your profile — leads land in your inbox, you reply by email.

How to receive and respond to leads

## Steps

1. Owner Portal → **Leads** tab
2. Click into a lead
3. **Mark contacted** button — flips status from New → Contacted
4. **Add note** — free-text field for context ("Called Tue, left voicemail", "Quoted $80/session", "Booked a trial 14 May")
5. Save

## Status options

- **New** — just landed, no action yet
- **Read** — opened in your inbox but no action yet
- **Contacted** — you've replied / called

(Only three statuses today. Tracking deeper stages like Qualified / Converted / Closed is something to do in your own CRM.)

## Why it matters

If multiple staff handle leads, status + notes prevents:

- Two staff replying to the same lead with different info
- A lead falling through the cracks because everyone thought someone else replied
- Losing context (who said what, what was promised)

## Bulk actions

- **Mark all old new leads as Closed** — quarterly cleanup
- **Filter by status** to focus on what needs work

> **Lead conversion rate** is your hottest analytics metric. Aim for >75% of new leads → Contacted within 24 hours.

Track lead status across multiple staff — avoids double-replying or losing track.

How to mark leads as contacted and add notes

PT profiles let you customise the enquiry form to surface the info YOU need to qualify a lead.

## The default form

Name, email, phone, message — same as gym listings.

## Custom fields you can add (max 3)

| Field type | Example use |
|---|---|
| **Short text** | "Postcode you'd like to train in" |
| **Long text** | "Describe your goal in your own words" |
| **Dropdown (select)** | Goal: Strength / Weight loss / Mobility / Sports — pick one |

Other shapes like checkboxes, radios, and ranges aren't available today; phrase the question to fit one of the three field types above.

## Steps

1. Owner Portal (PT only) → **Leads** → **Form settings**
2. Click **Add field**
3. Pick field type, label, options
4. Drag to reorder
5. Save — live on your profile immediately

## Best-practice questions

- **3 fields max** (the platform cap) — pick the highest-converting questions
- **Goal + experience level** are the two highest-converting qualifiers
- **Budget** is sensitive but valuable; only ask if you have multiple price tiers

## What happens to the answers

- Land in your **Leads inbox** as part of the lead detail
- Show in the lead notification email
- Available in CSV export

PTs can tailor the enquiry form to ask the right questions upfront.

How to add custom lead fields (PT)

Everything you control sits under the **Owner Portal**.

## Get there

[www.mynextgym.com.au/owner](https://www.mynextgym.com.au/owner) → sign in → choose your listing.

## What you can edit

| Section | What lives here |
|---|---|
| **Profile** | Name, description, contact, address, website |
| **Photos** | Hero image, gallery, drag-to-reorder |
| **Hours** | Weekday grid, holiday notes |
| **Amenities / Specialties** | Tags shown in filters and on the profile |
| **Member Offers** | Promotional banner with terms |
| **Pricing** | Price-per-week or session pricing |
| **Events** | Create + manage one-off and recurring events |
| **Products** | Class packs, subscriptions, free trials |
| **Tickets / Hub** | At-the-door redemption, search, status |
| **Customer Orders** | Past purchases, refunds |
| **Leads** | Enquiry inbox |
| **Analytics** | Views, clicks, conversion |
| **Payouts** | Stripe Connect status, bank details |
| **Plan** | Your subscription tier and billing |

## Saving changes

Most edits autosave on blur. The **Save Changes** button at the bottom of long forms does an explicit commit — use it for major changes (description rewrites, address moves) so nothing's lost.

> Changes are live immediately. Search results update within 60 seconds via our Algolia index.

Where everything lives in the Owner Portal — photos, description, contact, hours, pricing.

How to edit your profile

Photos are the single biggest factor in whether a buyer clicks through to your profile. Treat them like a shopfront.

## Steps

1. Owner Portal → **Photos**
2. Click **Upload** — pick from device, or drag-drop
3. Wait for compression (we resize and optimise automatically)
4. **Drag to reorder** — the first image is your **hero** (shown on cards in search)
5. Click **Save** if your changes don't autosave

## What to upload

| Position | What works best |
|---|---|
| **Hero (#1)** | Wide, bright, action-shot — equipment + people if possible |
| **#2-3** | Different angles of the floor — shows the space |
| **#4-5** | Close-ups of equipment, group classes, signature kit |
| **#6+** | Staff, vibe shots, branding |

## Specs

- Min size: **1200×800 px**
- Format: JPG or PNG
- Max upload: **5 MB per file**
- We compress to ~200 KB on serve so page loads stay fast

## Common mistakes

- **Empty gym at 6am** — looks dead. Shoot during a class.
- **Selfies / phone snaps** — fine, but include at least 2 wider shots
- **Logo as hero** — buyers want to see the SPACE, not the brand

Upload, reorder, and pick your hero image — photos are the single biggest conversion driver.

How to add and manage photos

## Steps

1. Owner Portal → **Hours**
2. For each day: pick **Open** / **Closed**
3. If open, pick start + end times (or **24 hours**)
4. Use the **Hours notes** free-text field for exceptions ("Closed public holidays", "Staffed reception 9-5; gym 24/7 with member fob")

## 24/7 gyms

Tick **24 hours** for each weekday. Add a notes line clarifying staffed vs unstaffed hours, e.g. "Staffed reception Mon-Fri 9am-5pm. Member access 24/7 via key fob."

## Holidays

There's no dedicated holiday calendar — use the notes field for closures and exceptions; buyers see it on the profile sidebar.

> **Tip:** Stale hours hurt trust more than no hours. If your reception is closed even though the door says 24/7, say so — buyers value clarity.

Use the hours grid plus the comments field for holiday closures and 24/7 access notes.

How to set your opening hours

Amenities (gyms) and specialties (PTs) are how buyers filter search. Get these right or you don't show up.

## Steps

1. Owner Portal → **Profile** → scroll to **Amenities** / **Specialties**
2. Tick everything that genuinely applies
3. Save

## Don't over-tick

If you don't have a pool, don't tick **Pool**. Buyers who filter for it will show up, find no pool, and leave a bad review.

## Don't under-tick either

Group classes, free weights, parking, showers, lockers — all common filters. Missing them means missing search hits.

## Tag missing?

Some buyers search for very specific things (HYROX, Calisthenics, Pre/Postnatal). If a tag you need doesn't exist, use [Contact Support](/about#support) — we add tags as the backlog warrants.

> **PTs:** Specialty filters cut through generic search noise. A buyer typing "PT 6000" gets dozens of results; a buyer ticking **Rehab** + **Powerlifting** gets the right 5.

Tags drive filter visibility — pick the ones that match what buyers actually search for.

How to add amenities and specialties

Member Offers are short promotional banners shown on your search card and at the top of your profile.

## Steps

1. Owner Portal → **Member Offers**
2. Tick the offer types that apply ("new member trial", "no contract", "referral scheme", etc.)
3. Add the **Offer terms** free-text field (e.g. "$0 joining fee until 30 April. New members only.")
4. (Optional) Tick **Show in scrolling banner** for extra visibility
5. Save

## What to write

- **Specific** wins: "First class free" beats "trial available"
- **Time-bound** wins: "$0 joining until 30 April" beats "$0 joining sometimes"
- **One offer at a time**: stacking too many dilutes the message

## Where they show

- On your **search card** as a small badge
- On your **profile sidebar** as a callout box
- In **scrolling banner** if enabled (top of search results page)

> **Member offers are visible to filter on.** Buyers can tick "Member offers" to only show listings with active promos — make sure yours stays current.

Promotional banners shown on your card in search — "First class free", "$0 joining fee", etc.

How to add member offers

If you train clients at one or more gyms, link your PT profile to them. Affiliated PTs appear on the **Trainers at this gym** section of each gym's profile.

## Steps

1. Owner Portal → **Profile** → **Affiliated gyms**
2. Search by gym name or suburb
3. Click **Send affiliation request** on the gym you want to link
4. The gym owner gets an email; they accept or decline from their portal
5. Once accepted, the link is live on both profiles

## Why it matters

Most buyers find a gym first, then look for a trainer. Being on a gym's roster doubles your discoverability.

## Removing an affiliation

Either side can remove the link from their portal at any time — no notification needed. Use this if you stop training at a gym.

> **No cap** on the number of gym affiliations — link as many as you genuinely train at.

Link your PT profile to gyms where you train — boosts your visibility on each gym's profile.

How to manage affiliated gyms (PT)

Your profile sidebar shows up to 3 main CTA buttons. You control which ones, and the order.

## Available CTAs

| CTA | Shown when | Links to |
|---|---|---|
| **Products** | You have published products | Your products list |
| **Events** | You have upcoming events | Your events list |
| **Website** | You've added a website URL | Your external website (with referral tag) |
| **Phone** | You've added a phone | Tap-to-call on mobile |
| **Enquire** | Always available | Lead form |

## Steps

1. Owner Portal → **Profile** → **Sidebar CTAs**
2. Drag to reorder — top CTA gets the biggest button
3. Toggle off any you don't want shown
4. Save

## What we recommend

- **PTs**: Enquire → Events → Website
- **Group fitness gyms**: Enquire → Events → Website
- **24/7 gyms with sign-up flow**: Website → Enquire → Phone

Choose which call-to-action buttons appear in your sidebar (Products / Events / Website).

How to control sidebar CTA buttons

## Steps

1. Owner Portal → **Profile** → **Address**
2. Type your new address — autocomplete will suggest the full match
3. Pick the right one (we check the postcode + suburb)
4. Save

## What changes

- **Search position**: you'll now show up for the new postcode + nearby radius
- **Map pin** on your profile updates immediately
- **Suburb in the URL** updates if you've moved suburbs (e.g. `/gyms/wa/perth-cbd/...` → `/gyms/wa/north-perth/...`)

## What stays the same

- Your **listing ID** and Owner Portal access
- Your **photos, reviews, products, events**
- Your **old URL** — automatically 301-redirects to the new one for 12 months so links from social, your website, and Google searches don't break

> **Crossing state lines?** The state in the URL also updates. If you're moving WA → NSW, [Contact Support](/about#support) can help check we transfer cleanly.

Change your address — what stays the same (URLs, reviews) and what changes (search position).

How to update your address or move suburbs

## Steps

1. Owner Portal → **Events** → **Create event**
2. Fill in the basics (title, description, location, time, price)
3. Toggle **Recurring** to **on**
4. Pick frequency: **Daily** / **Weekly** / **Fortnightly** / **Monthly**
5. Pick end condition: **End by date** / **After N occurrences** / **No end** (rolling)
6. Save → all occurrences are auto-generated

## Editing recurring events

When you edit a recurring event, you're asked: **Edit this one only** or **Edit all future**.

- **This one only**: changes apply to that single occurrence (e.g. one-off venue change)
- **Edit all future**: changes apply to this occurrence and every future one

Past occurrences are never modified.

## Cancelling one occurrence

Click into the specific occurrence → **Cancel this occurrence**. Auto-refunds attendees who'd booked it. The series continues.

## Cancelling the whole series

Click into the parent event (the template) → **Cancel series**. All future occurrences are cancelled with auto-refunds.

> **Tip:** Use a meaningful series title like "Tuesday Spin Class — Weekly". Each occurrence inherits the title, so attendees see "Tuesday Spin Class — Weekly · 14 May 6pm" in their tickets.

Weekly classes, monthly workshops — set the frequency, end condition, and edit one vs all.

How to set up recurring events

## Steps

1. Owner Portal → **Events** → click into the event
2. Click **Cancel event** (red button at the top)
3. Add a short reason (shown to attendees in the cancellation email)
4. Confirm

## What happens

- The event is marked **Cancelled** and disappears from search results immediately
- The page on the public site shows a "This event has been cancelled" banner; new bookings are blocked
- Existing tickets stay valid until you refund (see next step)

## Refunding the attendees

Cancelling the event doesn't auto-refund or auto-email — you trigger that explicitly:

1. Same event → **Attendees** tab
2. Click **Refund all paid attendees**
3. Each paid attendee gets the refund + a confirmation email; their ticket flips to **Refunded**

## When to cancel vs reschedule

- **Cancel** if the event won't run at all
- **Reschedule** (edit the date) if it's just moving — attendees keep their tickets and get a notification email

## Refund policy on cancellation

When YOU cancel, refunds are automatic and full. The 5% MyNextGym platform fee comes out of your payout balance — same as standard refund policy.

If the BUYER cancels (asks you for a refund), you decide whether to grant it via the per-attendee refund flow.

> **Communication tip:** A short, honest reason in the cancellation email goes a long way. "Trainer is unwell" or "Insufficient bookings" reads better than no explanation.

Cancel an event — auto-refunds all paid attendees, voids tickets, sends a cancellation email.

How to handle event cancellations

Refund one attendee without affecting the rest of the event.

## Steps

1. Owner Portal → **Events** → click into the event
2. Scroll to **Attendees** → find the buyer
3. Click **Refund** on their row
4. Choose:
   - **Refund + void ticket** (default) — buyer gets money back, ticket status flips to Refunded
   - **Refund only (keep ticket valid)** — buyer gets money back AND can still attend (goodwill / no-show grace)
5. Confirm

## What the buyer sees

- Email confirming the refund (amount + reason if you provided one)
- Refund hits their card 5-10 business days later (Stripe's standard)

## What it costs you

- The refunded amount is debited from your Stripe balance
- The 5% MyNextGym platform fee is **non-refundable** — comes out of your payout

## Multi-quantity bookings

If the buyer purchased 3 tickets in one transaction, the refund refunds the **whole transaction** ($X × 3). To refund only some tickets from a multi-purchase, use [Contact Support](/about#support) — partial refunds need manual handling for now.

> **Free events:** No money to refund. To remove a free attendee, use the **Remove** button next to their row instead.

Per-attendee refund with a choice: void the ticket or keep it usable.

How to refund a single event attendee

Free trials are a $0 product with ticketing enabled. They convert curious browsers into in-person visits.

## Steps

1. Owner Portal → **Products** → **Create product**
2. Pick **One-time** purchase type
3. Set **Price** to `0` (literal zero)
4. Title: "Free trial class" / "7-day pass" / etc.
5. Toggle **Issue tickets** to **on**
6. Set **Expiry days** (e.g. 14 days from purchase)
7. Publish

## What happens at checkout

- Buyer enters name + email (no card collected for $0)
- They get a **ticket email** with QR + short code, same as paid products
- You see them in **Customer Orders** + **Ticket Hub**

## Why ticketing matters for free trials

- You **gate access** at the door (only people who claimed get in)
- You **measure conversion** (claimed → showed up → became member)
- You **email follow-up** ("How was your trial? Want to join?")

## Stripe Connect

Not required for $0 products. You can sell free trials before completing Stripe onboarding.

> **Trial fraud:** there's no automated duplicate-email detection. If you see the same person claiming multiple trials with different emails, void their tickets via **Ticket Hub** → **Revoke**.

Set price = $0, enable ticketing, and you've got a trial-pass funnel that captures leads.

How to sell free trial passes

Multi-pass tickets let one ticket be redeemed N times. Ideal for class packs.

## Steps

1. Owner Portal → **Products** → **Create product**
2. Pick **One-time** purchase type
3. Set price (e.g. $90 for a 5-pack)
4. Toggle **Issue tickets** to **on**
5. Set **Max redemptions** to `5` (or however many sessions the pack covers)
6. Set **Expiry days** (e.g. 90 days from purchase — see below)
7. Publish

## Expiry behaviour

Expiry is calculated from the **purchase date** — use the **Expiry days** field on the product to control how long the pack stays valid (e.g. 90 days from purchase).

## How redemption looks at the door

- Ticket Hub shows status as **Issued** with **Used X/N** — e.g. **Used 2/5**
- Each scan increments the counter and adds a row to the redemption history
- When count reaches N, status flips to **Redeemed**

## Common values

| Pack | Max redemptions | Expiry |
|---|---|---|
| 5-class pack | 5 | 60-90 days |
| 10-class pack | 10 | 90-180 days |
| 20-class pack | 20 | 180-365 days |
| Day pass | 1 | 1 day |

> **Concurrency:** If two staff scan the same ticket within 10 seconds, only one redemption counts. Stops accidental double-counting at busy doors.

Single ticket, N redemptions — perfect for 5-class packs, 10-pack passes, etc.

How to sell multi-pass class packs

Subscriptions are products that bill the buyer on a recurring schedule until they cancel.

## Steps

1. Owner Portal → **Products** → **Create product**
2. Pick **Recurring** purchase type
3. Set **Price per period**
4. Pick interval: **Weekly** / **Monthly** / **Yearly**
5. Toggle **Issue tickets** if relevant (rare for subs — usually app/door access)
6. Publish

(Free-trial periods aren't supported on the subscription form yet — for a "free first month" offer, use a paid product alongside, or apply a coupon manually in Stripe.)

## How buyers manage their sub

Every buyer gets a **Stripe Customer Portal** link in their purchase email. From there they can:

- Update card
- Cancel
- Download invoices

They do NOT need a MyNextGym account.

## When billing fails

Stripe retries 3 times over 5 days. After 3 failures, the subscription auto-cancels. The buyer is emailed at each step.

## Cancelling on the host side

Owner Portal → **Customer Orders** → find the active subscription → click **Cancel**. Cancels at end of current period (buyer keeps access until then).

## Refunds

Only the **most recent charge** can be refunded directly. For older charges, use [Contact Support](/about#support).

> **Pricing tip:** Subs often work best as low-friction monthly fees ($30-$80/mo). Long annual commitments (1-year minimum) tend to scare off the impulse-decision audience this platform attracts.

Monthly memberships, weekly small-group blocks — recurring billing with auto-cancel.

How to set up subscriptions (recurring products)

## Steps

1. Owner Portal → **Customer Orders** → find the order
2. Click **Refund** on the row
3. Choose:
   - **Refund + void ticket** (default) — buyer gets money back, ticket status flips to Refunded
   - **Refund only (keep ticket valid)** — buyer gets money back AND can still use the ticket (goodwill)
4. Confirm

## When to refund vs void only

| Situation | Action |
|---|---|
| Buyer requests refund, hasn't used the product | Refund + void ticket |
| Buyer used some of a multi-pass and wants partial credit | Contact support — partial refunds are manual |
| Goodwill (no-show, missed a session) | Refund only — keep ticket valid for next time |
| Fraudulent purchase / chargeback | Refund + void + flag the buyer for support attention |

## What you pay

- The refunded amount comes out of your Stripe balance
- The 5% MyNextGym platform fee is **non-refundable** — covers our processing of the original sale

## What the buyer sees

- Email confirming the refund (with the original payment date)
- Refund hits their card 5-10 business days later (Stripe's standard)

## Subscriptions

The **Refund** button only shows for **one-time** orders. To handle a subscription complaint:

- Cancel the subscription (period-end) from Customer Orders
- For a refund of the most recent charge, use [Contact Support](/about#support)

One-time refunds, with optional ticket void — when to use each option.

How to handle product refunds

Stripe Connect is how money flows from your buyers into your bank account. **Free events and free products don't need it** — anything paid does.

## Steps

1. Owner Portal → **Payouts** tab
2. Click **Set Up Payouts**
3. You're redirected to Stripe Express onboarding
4. Enter business type, ABN (if applicable), personal details, bank account, phone
5. Stripe verifies your identity (usually instant; can take 1–2 days for some accounts)
6. Status flips to **Active** in your Payouts tab — now you can publish paid events and products

## What to have handy

- **ABN** if you operate as a business
- **Bank statement or BSB + account number** for the receiving account
- **Government photo ID** for identity verification
- **Phone** for SMS verification

> **Privacy:** Identity verification is mandated by Australian financial regulations (AML/CTF). Stripe holds the data — MyNextGym never sees your bank details, ABN, or ID.

## Common questions

### How long until my first payout?

Stripe's default schedule is **7-day rolling**. You can speed this up in Stripe Express settings once your account is Active.

### Can I change my bank account later?

Yes — at any time, from Stripe Express. Click **View Payouts Dashboard** in the Payouts tab to open Stripe Express, then update bank details there.

### What if Stripe asks for more verification?

It happens occasionally for higher-risk categories. Stripe will email you with what's needed — usually a clearer photo of your ID or a recent utility bill.

Required if you want to sell paid events or paid products. Free products skip this step.

How to set up Stripe Connect for payouts

## The flow

1. **Buyer pays** at checkout (event ticket, product, subscription)
2. **Stripe captures** the payment instantly
3. **Funds settle** into your Stripe balance over 7 days (default rolling schedule)
4. **Stripe pays out** to your bank account on the configured schedule
5. **Bank receives** the funds 1-3 business days later

Total: roughly **7-10 days** from buyer payment → bank account.

## Where to check your balance

Owner Portal → **Payouts** → click **View Payouts Dashboard** to open Stripe Express. There you can see:

- **Available balance** — funds ready for next payout
- **Pending balance** — funds still in the 7-day window
- **Recent payouts** — what's hit your bank, when

## Speeding up payouts

In Stripe Express, look for the payout schedule settings:

- Switch between **Daily**, **Weekly**, or **Monthly** cadence
- **Instant payouts** (~1.5% fee, eligible cards only) — for emergencies

Exact menu paths in Stripe Express change occasionally; if you can't find it, search Stripe's help docs for "payout schedule".

## What gets deducted

| Deduction | Rate | Who pays |
|---|---|---|
| Stripe processing fee | ~1.75% + $0.30 (AU cards) | Deducted before payout |
| MyNextGym platform fee | 5% of gross sale | Deducted before payout |
| Refunds | Full ticket price + non-refundable platform fee | Deducted from balance |

See [How fees work](/help/how-fees-work) for the full breakdown.

Stripe holds funds for ~7 days then transfers to your bank — here's the flow end to end.

How payouts work

Stripe handles the receipt side of sales automatically. For your own sales records and tax accounting, view your charges in Stripe Express and reconcile with your accounting software.

## Receipts — automatic for buyers

When a buyer pays, Stripe emails them a payment receipt. The hosted receipt page includes a **Download receipt** PDF. If the buyer misplaces it, you can re-trigger the email from:

- **Product sales:** Owner Portal → **Customer Orders** → find the row → **Resend receipt**
- **Event ticket sales:** Owner Portal → **Ticket Hub** → open the ticket → **Resend Stripe receipt**

Either action re-sends Stripe's receipt email to the current buyer email on file.

## Where to see all your sales

Owner Portal → **Payouts** → click **View Payouts Dashboard** to open Stripe Express. There you can review your payments, payouts, and balance — the canonical Stripe-side record of your sales.

Exact reporting features vary by account configuration. Stripe's documentation is the source of truth for the available exports and report views.

## Tax invoices — the honest picture

A Stripe payment receipt is not the same as an ATO-compliant **Tax Invoice**. A proper tax invoice includes:

- Your business name + **ABN**
- The words **"Tax Invoice"**
- Line-by-line breakdown with **GST**
- Buyer details (for invoices over $1,000)

MyNextGym doesn't currently generate ATO-compliant tax invoices on your behalf. For GST-registered businesses (turnover > $75k), the typical workflow is:

1. Use Stripe Express / the transaction data as your source of truth for what sold when
2. Issue tax invoices from your own accounting software (Xero, MYOB, etc.) to buyers who request one
3. Reconcile the MyNextGym platform fee + Stripe processing fee as expenses in your books

If you're not GST-registered, the Stripe receipt usually suffices for buyers' records.

> **Talk to your accountant** about the right workflow for your business. The info here is a summary, not tax advice.

## What's deducted from each sale

| | Amount |
|---|---|
| Gross sale (what buyer paid) | $X |
| Stripe processing fee | ~1.75% + $0.30 (AU cards) |
| MyNextGym platform fee | 5% of gross |
| **Net to your payout** | What lands in your bank |

See [How payouts work](/help/how-payouts-work) for the flow and [How fees work](/help/how-fees-work) for the full breakdown.

## Test mode caveat

In Stripe test mode, Stripe **does not actually email receipts** (test-mode protection so dev traffic doesn't spam real inboxes). The hosted receipt page still renders for preview. Live-mode purchases trigger real delivery.

Stripe auto-emails receipts to buyers. Host sales records live in Stripe Express; ATO-compliant tax invoices usually come from your own accounting software.

How to download tax invoices for your sales

Stripe sometimes restricts a Connect account when it needs more verification. Restrictions block payouts but not new sales.

## How you'll know

- **Banner in your Owner Portal** → Payouts tab
- **Email from Stripe** with the specific reason
- A red status badge on your **Stripe Express** dashboard

## Common reasons

| Reason | Fix |
|---|---|
| Identity verification needs more docs | Upload clearer ID or recent utility bill |
| Bank account couldn't be verified | Check BSB / account number, re-link if needed |
| Activity flagged as high-risk | Reply to Stripe's email with business context |
| ABN doesn't match registered name | Update ABN or business name in Stripe |

## Resolving

1. Owner Portal → **Payouts** tab → look for the amber banner that reads "Your account has issues that need to be resolved"
2. Click the **Fix Issues** button → you're redirected back to Stripe Express
3. Stripe Express shows what's missing — upload the requested docs or correct the flagged info
4. Stripe re-reviews within 1-3 business days
5. Once cleared, restriction lifts automatically and pending payouts release

## During restriction

What keeps working depends on whether Stripe restricted **just payouts** or **charges as well**. The email Stripe sends will tell you which type applies.

- **Payouts-only restriction:** new sales still process, funds accumulate in your Stripe balance, payouts pause until cleared. Refunds still work.
- **Charges also restricted:** new payment attempts fail at checkout. Existing successful charges remain in your balance. You'll need to resolve the restriction before you can take new sales.

> If you're not getting clear info from Stripe, use [Contact Support](/about#support) — we can sometimes ping our Stripe contact to escalate.

Restrictions block payouts until resolved — usually a quick docs upload via Stripe Express.

What to do if your Stripe account is restricted

Ticket Hub is your at-the-door command centre.

## Where to find it

Owner Portal → **Ticket Hub** tab

## Manual code validation

For walk-up validation at a counter or desk:

1. Ticket Hub → **Validate ticket** input at the top
2. Type or paste the buyer's short code (`MNG-XXXX-XXXX`)
3. Click **Look up**
4. The detail modal pops with everything about that ticket
5. Click **Redeem ticket** to mark it used

> The code is **case-insensitive** and tolerant of dashes and spaces — `mng xxxx xxxx` works just as well as `MNG-XXXX-XXXX`.

## QR scan flow

For scanning at a busy door:

1. Open the buyer's QR with your phone camera
2. URL opens → sign in if needed
3. Tap **Redeem ticket**
4. Green flash = valid · Red = blocked

## Status meanings

| Status | Meaning | Action |
|---|---|---|
| **Issued** | Valid, never used | Admit |
| **Redeemed** | Already used | Do not admit |
| **Expired** | Past validity window | Do not admit |
| **Voided** | Manually revoked by host | Do not admit |
| **Refunded** | Buyer refunded | Do not admit |

## Tips

- **Use search aggressively** — buyer says "I'm Sarah from the Smith family" → search `smith`
- **Set up before the event** — phone or tablet ready at the entrance
- **Have a backup** — if their QR is lost, search by name and redeem manually

Validate attendees on entry — manual code entry, QR scanning, redeem in two taps.

How to use Ticket Hub at the door

Every ticket email includes a QR code. Scan it with your phone camera at the door.

## First-time setup (do once)

1. Sign in to the Owner Portal on your phone
2. Stay signed in (don't sign out — saves time at the door)

## At the door

1. Buyer shows their ticket on their phone
2. Open your phone camera, point at the QR
3. Tap the link that pops up
4. Page opens showing ticket details
5. Tap **Redeem ticket** — green confirmation appears

## What if the link asks me to sign in?

Your session expired. Sign in once, then re-tap the QR. Subsequent scans work without re-auth for several hours.

## What if the QR is dim / cracked screen?

Use the **short code** instead — every ticket has a 12-character code (`MNG-XXXX-XXXX`). Type it into Ticket Hub → **Validate ticket**.

## What if multiple staff scan?

Fine — each staff member just needs Owner Portal access (or the gym sub-user account). Redemptions are atomic; only the first scan succeeds, second one shows "Already redeemed".

Use your phone camera as a scanner — sign in once, then redeem in two taps.

How to scan QR tickets with your phone

Every ticket has one of five statuses. Understanding them avoids door-time confusion.

## The five statuses

| Status | Means | Door action |
|---|---|---|
| **Issued** | Valid, unused | Admit (after redeem) |
| **Redeemed** | Already used (and used up if multi-pass) | Do not admit |
| **Expired** | Past validity window | Do not admit |
| **Voided** | Manually revoked by host | Do not admit |
| **Refunded** | Buyer was refunded | Do not admit |

## When each appears

- **Issued** → set the moment the buyer's payment succeeds + ticket email is sent
- **Redeemed** → set when host scans + redeems at the door (or all redemptions used on multi-pass)
- **Expired** → automatic, based on event date + 4hr grace, or product expiry days
- **Voided** → manual host action via **Revoke** button (e.g. ticket sold to wrong event by mistake)
- **Refunded** → automatic when host issues a refund AND chose "Refund + void ticket"

## Multi-pass tickets

If a ticket allows N redemptions (e.g. 5-class pack), the status stays **Issued** showing **Used X/N** until X reaches N — then flips to **Redeemed**.

> **Refunded but not voided?** A host can refund a buyer and choose to keep the ticket usable (e.g. goodwill — refund a no-show but let them attend the next session). The status stays **Issued** in that case.

Issued, Redeemed, Expired, Voided, Refunded — when each appears and what to do.

What ticket statuses mean

**Revoke** voids a ticket without refunding. Use it sparingly — for refunds, use the refund flow instead.

## When to revoke (not refund)

- Fraudulent purchase (chargeback dispute pending)
- Buyer behaviour breach (banned member)
- Listing/event sold to the wrong person by mistake
- Test purchase you want to clean up

## When NOT to revoke

- Buyer wants their money back → use **Refund** instead (revoke without refund means they paid + got nothing)
- Event was cancelled → use **Cancel event** which auto-refunds

## Steps

1. Owner Portal → **Ticket Hub** → open the ticket
2. Click **Revoke** (red button)
3. Type a short reason (audit trail — e.g. "Chargeback dispute filed by buyer")
4. Confirm

Status flips to **Voided**. The buyer is NOT auto-emailed.

## Audit trail

Every revoke is logged with:

- Who revoked (your owner email)
- When (timestamp)
- Why (your reason)

Visible in the ticket detail modal under **Redemption history**.

Manual revoke for fraud, mis-purchase, or policy violation — leaves an audit trail.

How to revoke a ticket

Most common typos: `gmial.com`, `hotmial.com`, missing TLD, swapped letters.

## Steps

1. Owner Portal → **Ticket Hub** → search for the buyer's name
2. Click **Open** on the ticket → detail modal opens
3. Click **Resend email**
4. A modal pops with an email input pre-filled with the originally-stored address
5. Type the corrected email address (e.g. fix `gmial.com` → `gmail.com`)
6. Click **Resend**
7. Toast: `✓ Re-sent to {new-email} · ticket buyer email updated`

The new address receives the ticket immediately. The ticket record is updated so future actions — refund auto-emails, further resends, the buyer column in Customer Orders — all use the corrected address.

## What stays the same

- Same QR code
- Same human-readable code (`MNG-XXXX-XXXX`)
- Same expiry / validity
- Same attendee name
- Same redemption count (if multi-pass)

> It's a **redelivery to a new address**, not a reissue. The ticket itself is unchanged.

## Bonus: Stripe receipt to the new email

After fixing the ticket email, click **Resend Stripe receipt** in the same modal. Stripe re-sends the receipt to the corrected address too — one fix flows through everywhere.

Resend the same ticket to a corrected email when the buyer mistyped at checkout.

How to fix a buyer's email typo

Tickets stay valid for **4 hours after the event end time** by default. Lets you admit late-comers without manual reissues.

## Why a grace period exists

Real life: people get stuck in traffic, finish work late, mix up the time. A 4-hour grace means:

- Anyone showing up within 4 hours of end time can still scan in
- After 4 hours, the ticket auto-expires

## Adjusting per event

1. Owner Portal → **Events** → click into the event
2. Scroll to **Ticket settings**
3. **Grace period after event** — type any number of hours (0–48). Common values: 0, 1, 2, 4, 8, 24
4. Save

## When to extend

- **Multi-day workshops**: extend to 24 hours so day-2 attendees can still use day-1 ticket if they need to swap
- **Open-house events**: extend to 8 hours
- **Drop-in classes**: 4 hours is plenty

## When to shorten

- **Strict capacity events** (cert exams, certifications): 0 hours so no late entries
- **Time-of-day-specific** (sunrise yoga at 6am): no point in a 4hr grace, set to 0

## What expired tickets look like

Status flips from **Issued** to **Expired** automatically once the grace period ends. Door staff see a red flag in Ticket Hub.

Default 4-hour post-event grace covers late arrivals — extend or shorten per event.

How to use ticket grace periods effectively

Every ticket has a **redemption history** — a per-scan audit log. Useful for resolving "this is wrong" disputes.

## Where to find it

Owner Portal → **Ticket Hub** → click into any ticket → scroll to **Redemption history**

## What it shows

| Column | Meaning |
|---|---|
| Action | What happened (consumed / revoked / refunded / reissued) |
| Actor | Who did it (host email or system) |
| When | Exact timestamp |
| Reason | Free-text note (only on revoke / refund) |

## Common dispute scenarios

### "My 5-pack says 3/5 but I've only been twice"

Redemption history shows the third scan — date, time, who scanned. Usually it's:
- A double-scan from a busy day (within the 10s window we deduplicate, but if 11s apart, both count)
- A staff training scan that wasn't cleared
- The buyer's friend used the QR

### "I never used my ticket but it shows redeemed"

History shows the staff member who scanned. Cross-check with their shift — sometimes the wrong code was typed during manual lookup.

## How to fix mistakes

For an over-counted scan:

- Acknowledge to the buyer
- Issue a goodwill replacement ticket via the **Reissue** flow
- Note in the new ticket why ("Reissued due to mis-scan on 14 May")

We don't currently support "undo a redemption" directly — reissue is the path.

Per-scan log lets you troubleshoot count disputes on multi-pass tickets.

Reading the redemption history

Multi-pass tickets (e.g. 5-class packs) show progress directly in the status badge.

## The labels

| Badge | State | What to do |
|---|---|---|
| **Issued** | 0 redemptions used, 5 remaining | Admit |
| **Used 2/5** | 2 used, 3 remaining | Admit (if not expired) |
| **Used 4/5** | 4 used, 1 remaining | Admit — last one |
| **Redeemed 5/5** | All used up | Do not admit — sold out |
| **Expired** | Past expiry date | Do not admit |

## What `consumed` means in the data

The DB enum says `consumed` for fully-used tickets, but the host UI shows **Redeemed** to match the rest of the language. Same thing.

## Quick view from Ticket Hub

- **Status column** shows the current label
- **Open** the ticket → **Redemption history** shows every scan with timestamps
- **Open** the ticket → top section shows **N of M used** prominently

Multi-pass status badges decoded — what each label means at a glance.

How to read multi-pass progress (Used 3/5)

Reissue replaces a ticket with a fresh one — new QR, new short code — while preserving the buyer's remaining entries. The original gets voided.

## When to reissue

- **Lost email / QR** — buyer can't find their original
- **Transfer** — buyer wants to pass their ticket to a friend
- **Name correction** — attendee name was mistyped at checkout
- **Goodwill** — technical issue at the door, you offer a replacement

## Steps

1. Owner Portal → **Ticket Hub** → find the ticket
2. Click **Open** → detail modal opens
3. Click **Reissue**
4. Modal opens with three fields:
   - **Attendee name** — prefilled from the current ticket; edit to reassign
   - **Send to email** — prefilled; edit to redirect to a new recipient
   - **Reason** (optional) — appears in the audit log on both tickets
5. Click **Reissue**

> If you change the email or name, the modal surfaces an amber **transfer** warning so you don't do it by accident.

## What changes

| | Original ticket | Replacement ticket |
|---|---|---|
| Status | Voided | Issued |
| QR + code | Dead | Fresh, unique |
| Remaining entries | — | Preserved from original |
| Audit history | Logs the reissue + new code | Linked back via `reissuedFromTicketId` |

Multi-pass example: if the original was a 5-pass with 3 already used, the replacement is a 2-pass (the remaining entries carry over). Buyer doesn't get bonus entries.

## What can't be reissued

- **Refunded tickets** — the buyer's money already went back
- **Fully-consumed single-use tickets** — nothing left to give
- **Already-voided tickets** — already void

For any of these, issue a new complimentary product / event ticket if you want to offer a replacement.

## Audit trail

Every reissue is logged on both tickets:

- **Original** → history entry: `reissued · replacement={new-code}` with your reason
- **Replacement** → carries `reissuedFromTicketId` pointing back to the original

View on the ticket detail modal → **Redemption history** section.

Void a ticket and send a fresh one — same or new recipient. Covers lost emails, transfers, and goodwill.

How to reissue a ticket

Split takes a multi-pass ticket's **remaining entries** and reallocates them across multiple new tickets. Useful when a buyer wants to share their class pack with a friend, or a team wants each member to have their own QR.

## When the Split button appears

Split is only available when ALL of these are true:

- The ticket is a **multi-pass** (e.g. 5-class pack)
- Status: **Issued** (not consumed, refunded, or voided)
- **More than 1 remaining entry** — if only 1 is left, use [Reissue](/help/reissue-a-ticket) instead

## Steps

1. Owner Portal → **Ticket Hub** → open the multi-pass ticket
2. Click **Split**
3. Modal shows: *N remaining entries to split*
4. Two recipient rows appear by default. For each row:
   - **Attendee name**
   - **Email**
   - **Passes** — how many entries this recipient gets
5. **+ Add recipient** to add more rows (up to 10)
6. **×** next to a row to remove it
7. Watch the **Allocated X / N** counter — total must exactly equal the remaining entries
8. Click **Split into N tickets**

## Examples

| Original | Remaining | Split as | Result |
|---|---|---|---|
| 5-pass, 2 used | 3 | 2 + 1 | Recipient A gets a 2-pass, Recipient B gets a 1-pass |
| 10-pass, 4 used | 6 | 2 + 2 + 2 | Three recipients each get a 2-pass |
| 5-pass, 0 used | 5 | 1 + 1 + 1 + 1 + 1 | Five single-use tickets |

## What happens

- **Original ticket** → voided
- **N new tickets** minted, each with:
  - Fresh QR + short code
  - Its own attendee name + recipient email
  - The pass count you allocated
  - Same source (event / product), expiry, and host as the original
- Each recipient receives their own ticket email
- Every replacement links back to the original via `reissuedFromTicketId`

## Rules enforced

- Minimum **2 recipients** (otherwise use Reissue)
- Maximum **10 recipients**
- Each recipient gets at least **1 pass**
- Total allocated must **exactly equal** remaining — Split button stays disabled until balanced
- Each email must be a valid format

## Audit trail

- Original history logs the split with all replacement codes listed
- Each replacement has `reissuedFromTicketId` pointing to the original — chain is traceable via the Ticket Hub detail modal on either side

## Related

- [How to reissue a ticket](/help/reissue-a-ticket) — single replacement
- [How multi-pass tickets work](/help/multi-pass-tickets-buyer) — buyer-facing explainer
- [How to read multi-pass progress (Used 3/5)](/help/read-multi-pass-progress) — interpreting the counter

Slice a multi-pass's remaining entries across multiple new tickets, each with their own recipient.

How to split a multi-pass ticket

Most disputes are between buyer and host — we step in only when needed.

## Buyer-host disputes

### Flow

1. **Buyer contacts host directly** — fastest resolution path
2. If unresolved after **5 days**, buyer uses [Contact Support](/about#support)
3. We **mediate** — review both sides, suggest a fair resolution
4. If still unresolved, buyer can escalate to:
   - **Stripe** (chargeback via card issuer)
   - **ACCC** (consumer affairs)

### What we look at when mediating

- Was the service delivered? (Was the event held? Was the trial honoured?)
- Did the host's terms cover the situation? (Refund policy posted upfront?)
- Is the buyer's complaint reasonable + specific?

### What we DON'T do

- Override host pricing or refund decisions for legitimate transactions
- Force a host to refund for buyer's-fault issues (forgot to attend, changed mind after policy window)
- Take sides without giving both parties a chance to respond

## Stripe chargebacks

If a buyer files a chargeback with their card issuer instead of contacting the host:

- The host is **notified by Stripe** + has the chance to respond with evidence
- Stripe (not MyNextGym) decides the outcome
- If Stripe sides with the buyer, the funds plus a **dispute fee** (~$15-25) come out of the host's balance
- The host can appeal once

## Listing accuracy disputes

Use [Report an inaccurate listing](/help/report-inaccurate-listing). Different flow.

## Account / billing disputes (host-side)

use [Contact Support](/about#support). We'll review your billing history and clarify or correct.

Buyer-host disputes go to the host first; we mediate if it stalls. Refund disputes go to Stripe.

How disputes are handled

We do less hand-holding than enterprise platforms but more than a Yellow Pages listing. Here's our model.

## What we verify

| Listing type | Verification |
|---|---|
| Gym (claimed) | Owner contact + phone match, business existence check |
| Gym (unverified) | Sourced from Google Maps; address + name only |
| PT (claimed + verified badge) | Cert III/IV uploaded + insurance certificate + ID match |
| PT (claimed but no badge) | Owner contact match; quals not yet provided |
| PT (unverified) | Rare — usually all PT listings are claimed |

## What the badges mean

- **Verified** (green) — claimed + checked + (for PTs) qualifications confirmed
- **Unverified** (grey) — sourced from public data, owner hasn't claimed
- **No badge** — claimed listing without the verification step (PTs only)

## Reporting safety concerns

### Listing problems (wrong info, suspected fake, closed business)

→ [Report an inaccurate listing](/help/report-inaccurate-listing)

### Behaviour problems (host harassment, spam, dodgy practice)

use [Contact Support](/about#support) with::
- The listing URL
- A description of what happened
- Screenshots if applicable

We review and act within 48 hours. Possible outcomes: warning to the host, suspension, ban from the platform.

### Safety concerns at the venue (injury, harassment by staff)

- **Immediate**: contact local emergency services / police
- **Then**: report to us so we can flag the listing and prevent re-occurrence with other buyers
- **Civil action**: contact a lawyer; we provide records (RSVP, transaction) to support a case

## What we DON'T do

- Run police checks on hosts (not within our scope)
- Inspect physical premises
- Verify insurance is currently in force (we check at upload + on cert renewal date)

## Privacy of reporters

- Reports about a listing aren't shown to the host
- We share only what's needed to investigate (e.g. "a buyer reported X" without identifying you)
- Mass reporters or coordinated bad-faith reports get flagged + reviewed

How we vet listings, what verification badges mean, and how to report safety issues.

Situation	Action
You over-allocated and need to cut numbers	Remove
Persistent no-show across past events	Remove (kindly)
Disruptive behaviour at past events	Remove (firm note)
You just don't like the person	Don't — they paid attention to your event, treat them with respect