Your studio's mobile app is only useful if members actually use it. Most drop-off happens in the first 48 hours. Members download the app, get confused, and fall back to calling the front desk or just not booking. This SOP gives your team a consistent process for walking every new member through full app setup during their first visit or first week.

When to Run This SOP

Trigger this SOP at two points:

  1. In-person onboarding: run it with the member at the front desk during their first visit, immediately after completing the new member onboarding workflow
  2. Remote onboarding: send the written version to members who join online or can't complete setup in person

The goal is full setup, from download through push notification opt-in, before the member leaves (or before their first class). Partial setup creates a false sense of completion and almost never gets finished later.

Step 1: Download Instructions

Begin by confirming the member's phone type (iOS or Android) and directing them to the correct store listing.

iOS: App Store. Search "[Studio Name]" or use the QR code posted at the front desk
Android: Google Play Store. Same search or QR code

Have a QR code printed and laminated at the front desk that links directly to your app's store listing. Update the QR code any time the app's store URL changes.

While the app downloads, confirm the member's email address on file. This is the email they'll use to log in. If their email has changed since sign-up, update it in your member management system before they try to log in.

Common issue: Member has an older version of the app already installed from a previous trial or a prior studio. Walk them through deleting and reinstalling to avoid cached login conflicts.

Step 2: Account Creation and Profile Setup

Once the app is open:

  1. Login vs. new account: Most studio apps (Mindbody, Pike13, Glofox, etc.) use the email on file as the login. Direct members to "Log in" not "Sign up." Creating a duplicate account is one of the most common onboarding errors and requires back-end admin to fix.

  2. Password setup: If it's their first login, they'll typically receive a password reset email or be prompted to create one. Confirm they can access their email on their phone before starting this step.

  3. Profile photo (optional but encouraged): Members who add a profile photo show higher booking rates. Prompt them to add one, but don't make it a gate.

  4. Emergency contact and health information: Some apps include a profile field for this. Pre-populate or verify what's already on file matches what they entered during sign-up.

Have a staff member walk through each screen alongside the member. Do not hand the phone back and say "just follow the prompts." This is where most confusion happens.

Step 3: Class Booking Walkthrough

The first booking is the most important app interaction. Walk the member through it live, even if they won't attend the class until later in the week.

Booking walkthrough steps:

  1. Navigate to the schedule view (calendar or list, whichever is the default)
  2. Filter by class type or instructor if the member has a preference
  3. Select a class and walk through the booking confirmation screens
  4. Show where to find "My Bookings" or "Upcoming Classes" so they can verify the booking appears
  5. Show how to cancel a booking and explain the cancellation policy (late cancel fee, cancellation window)

If your studio uses waitlists, demonstrate how a waitlist works: how to join, where to see waitlist position, and how notification of an open spot is sent.

For overflow and waitlist scenarios the member might encounter, your team can reference the class capacity overflow SOP for back-end handling.

Step 4: Payment Method Linking

If the member's membership requires a stored payment method for auto-billing, late cancel fees, or drop-in purchases, link their payment method during onboarding, not later.

Steps:

  1. Navigate to Account > Payment Methods (exact path varies by app)
  2. Enter card details or connect Apple Pay / Google Pay if supported
  3. Confirm the payment method appears as "Primary" or "Default"
  4. Explain when the card will be charged: billing cycle date, late cancel trigger, retail purchases

Privacy note: reassure members that card details are stored by the payment processor (Stripe, Braintree, etc.). The studio does not store raw card numbers.

If the member prefers not to store a payment method at this time, note it in their member profile and set a follow-up task for 7 days out.

Step 5: Push Notification Opt-In

Push notifications drive class bookings and reduce no-shows. The opt-in prompt appears once during setup. If the member declines, it requires a manual settings change to re-enable.

Best practice: Frame the value before the system prompt appears. Say: "We send push reminders before your classes and let you know when a waitlisted class opens up. It's worth enabling." Then prompt them to open the notification permission dialog.

Notification types to walk through:

  • Class reminder (typically 1-2 hours before a booked class)
  • Waitlist notification (when a spot opens)
  • Membership renewal reminder
  • Promotional offers (optional. Let the member choose their preference)

If the member is on iOS, the system-level permission prompt only appears once. If they decline, they can re-enable it in Settings > Notifications > [App Name]. Walk them through this path if they decline and then change their mind.

Step 6: Troubleshooting Common Issues

Staff should be able to resolve these issues without escalating to tech support:

"I can't log in" / password not working

  • Confirm the email address they're using matches what's in the member system
  • Use the app's "Forgot Password" flow to send a reset link
  • Check spam/junk folder for the reset email
  • If the account is locked after multiple failed attempts, reset from the back-end admin panel

"My bookings aren't showing up"

  • Confirm the booking completed (check the admin side)
  • Force-close and reopen the app
  • Check that the member is not accidentally logged into a duplicate account

"The app crashes on open"

  • Confirm the app is updated to the latest version
  • Restart the phone
  • Delete and reinstall the app (bookings and account data are server-side; nothing is lost)

"I'm not getting notifications"

  • Confirm notification permissions are enabled at the OS level (Settings > Notifications)
  • Confirm the member is opted in within the app's notification settings
  • Check that Do Not Disturb or Focus modes aren't blocking the app

For ongoing app support questions from existing members, see fitness VA mobile app support for a full troubleshooting matrix.

FAQ

What if the member doesn't have a smartphone? Walk them through the web-based booking portal instead. Most studio platforms have a mobile-optimized web version accessible without downloading an app. Bookmark it on their browser or home screen.

How long does full app onboarding take? Ten to fifteen minutes for a member who has their phone and email accessible. Budget 20 minutes if troubleshooting is needed. Do not rush this. A member who leaves confused will call the front desk three times before their first class.

What if our app doesn't support push notifications? Add SMS text notifications as an alternative. Most booking platforms support SMS reminders either natively or through an integration. This is especially important for members who miss waitlist openings.

Should we send a follow-up email after app onboarding? Yes. Send a "welcome to the app" email within 24 hours with the booking link, cancellation policy reminder, and support contact. One email is sufficient. Do not add them to an automated drip sequence for this topic.

What if a member has a different phone than usual (borrowed, new device)? App accounts are tied to the member's email login, not a device. They can log in on any device. Walk them through the login steps and confirm bookings sync correctly before they leave.

#mobile app#member onboarding#fitness studio#app support#SOPs