Playbook: Onboarding a New Gym (End-to-End)
Playbook: Onboarding a New Gym This is the complete end-to-end workflow for onboarding a new gym from lead conversion to fully operational. Follow these steps in order. Phase 1: Pre-Activation Lead...
Playbook: Handling a Gym Cancellation
Playbook: Handling a Gym Cancellation When a gym wants to cancel their subscription, follow this process to handle it professionally and preserve the relationship where possible. Step 1: Understand...
Playbook: Troubleshooting a Support Ticket
Playbook: Troubleshooting a Support Ticket This workflow covers how to efficiently investigate and resolve a support ticket. Step 1: Read and Classify Read the ticket description carefully — unders...
Playbook: Managing Automation Templates
Playbook: Managing Automation Templates This covers the end-to-end workflow for creating, updating, and distributing automation templates and email templates to gyms. Creating a New Automation Temp...
Playbook: Handling Failed Payments
Playbook: Handling Failed Payments When a gym's subscription payment fails, the following automated and manual processes should be followed. What Happens Automatically Stripe retries — Stripe attem...
Comp OS Cancellation Playbook
Comp OS Cancellation Playbook This playbook covers the two cancellation modes available for the Comp OS add-on and the steps to follow for each. When to Cancel Gym requests to remove the Comp OS ad...
Playbook: Push Notifications Not Arriving
Before you touch anything Establish the blast radius. One member, one gym, or everyone? One platform (iOS or Android) or both? In-app bell notifications present but no push, or neither? The answers...
Playbook: Gym Suspension & Reactivation
How a gym gets suspended Suspension is normally the end of the dunning sequence rather than a decision someone makes. A failed subscription payment moves the account into grace, reminders are sent,...
Playbook: Helping a Gym With a Subject Access Request
Set expectations first The gym is the data controller. We supply a preparation tool; they decide what is disclosed and they respond to the member. Use the agreed wording: Bliply has gathered person...
Playbook: "A Member Says Their Data Is Missing"
Almost never actually missing In practice this is nearly always visibility rather than loss: the wrong account, the wrong gym, a stale cache, or a record that was scoped to somewhere the member is ...