Author: user

Wait for BECS Direct Debit Payments to Clear Before Issuing Plans

Written by user on July 30, 2026. Posted in Payments. No Comments on Wait for BECS Direct Debit Payments to Clear Before Issuing Plans

BECS Direct Debit payments do not clear immediately. They usually take a few business days to reach your studio and can still fail after the client has checked out.

The “Wait for the payment to clear” setting lets you choose whether a membership or credit pack is issued at checkout or only after the payment clears.

Who can change this setting

Studio owners and staff with access to setup settings can change when BECS Direct Debit purchases are issued.

Before you begin

BECS Direct Debit must already be enabled under Settings > Stripe before clients can use it at checkout.

The “Wait for the payment to clear” setting controls when plans are issued. It does not enable or disable BECS Direct Debit as a payment method.

How the setting works

Off (default)

The membership or credit pack is issued as soon as the client checks out. The client can use it while the payment is still clearing, but your studio carries the risk if the payment later fails.

The membership or credit pack is issued only after the payment clears. The client may need to wait a few business days before they can use it. Nothing is issued if the payment fails.

The default is off, which preserves the existing behaviour of issuing BECS Direct Debit purchases immediately.

This setting only changes the fulfilment of memberships and credit packs bought using BECS Direct Debit. Card payments clear at checkout and are not affected.

Turn on “Wait for the payment to clear”

Open Settings in the Clovo dashboard.
Select Account.
Scroll to Direct debit.
Turn on “Wait for the payment to clear”.
Click Save changes.

To return to issuing plans immediately at checkout, follow the same steps and turn the setting off.

What happens after a client checks out

When “Wait for the payment to clear” is on:

Clovo records the BECS Direct Debit payment as processing.
The membership or credit pack is not added to the client’s account yet.
The client receives an email and push notification explaining that their purchase is on its way and will be added after the payment clears.
Clovo records the pending purchase in the activity feed. Staff who receive new-purchase notifications are also told that the purchase is awaiting clearance.
When the payment clears, Clovo automatically issues the membership or credit pack and sends the normal purchase confirmation and receipt.

There is nothing the client or your team needs to do while the payment is clearing.

If the payment fails, the plan is not issued. Clovo notifies the client and the relevant studio staff so the failed purchase can be followed up.

Changing the setting while a payment is clearing

Changing this setting only affects future purchases.

A purchase that is already processing keeps the fulfilment choice that applied when it was made. For example, turning the setting off will not immediately issue a plan that is already waiting for clearance.

Turn “Wait for the payment to clear” on if you do not want clients to receive access before your studio has received the money.

Which option should I choose?

Leave it off if immediate access is more important to your studio and you are comfortable issuing the plan before the payment has cleared.

Common questions

How long does a BECS Direct Debit payment take to clear?

It usually takes a few business days. The client can see that their purchase is awaiting clearance during this time.

Does this affect card payments?

No. Card payments clear at checkout, so the membership or credit pack continues to be issued immediately.

Does this setting enable BECS Direct Debit?

No. Enable or disable BECS Direct Debit separately under Settings > Stripe. This setting only controls when eligible BECS Direct Debit purchases are issued.

Will a client think their purchase is missing?

Clovo sends the client an email and push notification explaining that the purchase is being processed. When the payment clears, the client receives the normal purchase confirmation and the plan appears on their account automatically.

Do I need to issue the plan manually after payment?

No. Clovo issues the membership or credit pack automatically when the payment clears.

What happens if the payment fails?

When the setting is on, no membership or credit pack is issued. The client and relevant studio staff are notified of the failure.

Does turning the setting on change existing purchases?

No. It applies to future purchases. Any purchase already in progress keeps the setting that applied when it was made.

What happens with renewals?

For an automatically renewing membership the renewal phases will always involve some overlap where the user has not paid but their membership remains active. This is the nature of direct bank debit payments; if this is unacceptable in your business, consider not accepting direct debit, or using credit packs.

Add Program Notes to keep clients in the loop

Written by user on July 28, 2026. Posted in Communication. No Comments on Add Program Notes to keep clients in the loop

Program Notes let you share extra information about a specific class, such as what to bring, a session focus, equipment changes or anything else clients should know before arriving.

Notes are publicly visible to clients, so only include information you’re happy for everyone viewing the class to read.

Add a Program Note in the app

Open the class you want to update.
Tap Add Program Note.
Enter your note.
Tap Save.

You can enter up to 8,000 characters. To remove an existing note, clear the text field and save it again.

Add a Program Note from the dashboard

In Clovo Studio, go to Openings.
Select the class you want to update.
Scroll to Program notes.
Enter or update the note, then save your changes.

A Program Note applies only to the selected class opening. It won’t change the description of the class or add the note to future sessions.

What clients see

Classes with a Program Note show the note directly on the timetable, making important information easy to spot before booking.

The complete note also appears on the class details screen.

That’s it — once saved, the latest note is available to clients viewing that class.

How to automatically book regular clients into new openings

Written by user on July 15, 2026. Posted in Schedule. No Comments on How to automatically book regular clients into new openings

If you run classes that fill up with the same faces every week, you already know the drill: the schedule opens, and you (or your client) has to remember to jump in and book the same spot, week after week. Miss that window and a regular client can lose their place to someone else entirely.

The Regulars feature in Clovo fixes that. It lets you attach a client to a class permanently, so every time a new class opening is created, Clovo automatically books them in — no reminders, no race to the booking button, no manual admin on your end.

What counts as a regular

Regulars are for clients who attend the exact same class, on the exact same schedule, every time it runs. Think of it as a standing reservation.

A few things worth knowing before you set one up:

The class schedule needs to be saved and active first.
You can’t add regulars to a one-off (popup) class.
Regulars must have a plan that includes the class on the schedule before they can be added as a regular.
A regular is tied to the client’s account, not one of their individual profiles – i.e. a client’s family member can’t be added as a regular without their own account.

The schedule page shows you exactly who’s set as a regular, which membership is paying for their spot, and when they were added.

Adding a regular

From the saved schedule page:

Select Add regular.
Choose the client from the list. Only client account owners with an active plan that covers this class will show up here.
Choose which of the client’s active memberships should be used to pay for the automatic bookings.
Select Add Regular to confirm.

A couple of things to keep in mind:

The membership you choose sticks. Clovo won’t automatically swap to a different plan if the one you picked stops being usable — say it expires or gets paused. If your client changes membership, remove them as a regular and re-add them with the new plan.

It only applies going forward. Adding someone as a regular doesn’t fill them into classes that have already been scheduled. If there are existing openings they should be in, you’ll still need to book those manually.

Removing a regular

Select Remove next to the client’s name on the schedule page and confirm.

This stops any future automatic bookings, but it won’t touch or cancel anything that’s already been booked. Existing bookings are handled through your normal cancellation and refund process, just like any other booking.

If a client is archived or their account is deleted, they’re automatically taken off every regulars list they were on. Their booking history is kept as normal.

How automatic bookings work

Every time the schedule generates a new class opening, Clovo works through the regulars list — in the order they were added — and tries to book each one in using the membership selected for them.

Being a regular means your client skips the usual priority booking window and gets first access to the spot. It doesn’t, however, skip the normal rules that keep bookings fair and accurate. Capacity limits, membership status, pauses, expiry dates, and available credits are all still checked for every booking.

If a class is full by the time it gets to a later regular on the list, that attempt is recorded as a failed booking — same as it would be for a normal booking that couldn’t go ahead. Nothing about the opening or the successful bookings around it is affected.

If a booking doesn’t succeed for one class, that’s a one-off — your client stays on the regulars list and Clovo will try again automatically for the next opening.

What your clients will see

When a regular booking goes through, your client gets the same booking confirmation email as any other booking, and any after-booking message you’ve set up for the class still fires as normal.

Adding or removing someone as a regular doesn’t send them a notification directly — so if it’s worth telling your client, that’s a conversation to have yourself.

Bookings made this way are marked with a Regular badge in your booking tables, so your staff can always see at a glance how a booking came about.

Checking on your regulars

To keep staff activity easy to scan, regular bookings don’t clutter your feed with individual entries. Instead, you’ll see one combined Regulars Booked item each time a new class opening books its regulars in, along with Regular Added and Regular Removed entries whenever the list itself changes.

If something didn’t go to plan for one of your regulars, the failed booking is always there to check — open the class occurrence, the client’s membership, or the failed booking record itself to see exactly why.

How To Archive Clients

Written by user on May 26, 2026. Posted in Client Management. No Comments on How To Archive Clients

This article explains when to archive a client in Clovo, what archiving does, what needs to happen first, and how to unarchive a client later.

Archiving is best when a client should no longer appear in everyday client lists or booking workflows, but you still want to keep their record. It is reversible and does not schedule the client for deletion.

Who Can Use This Feature

Staff who can manage client profiles in the dashboard can archive and unarchive clients.

You cannot archive your own account. If you need to remove access for a staff or owner account, ask another authorised team member to make that change.

When To Archive A Client

Archive a client when:

they are no longer actively attending your studio
you want to keep their history for reference
you do not want them appearing in active or inactive client lists
you want to prevent them from signing in until they are unarchived
you are not ready to permanently delete or de-identify their record

If the client should be removed permanently, use the delete flow instead. See Archive Vs Delete below.

What Archiving Does

When you archive a client, Clovo will:

hide them from active and inactive client lists
move them into Archived clients
prevent them from signing in while archived
exclude them from new bookings, client search, and reporting
keep their client record and history indefinitely

Archiving does not:

cancel active memberships automatically
cancel upcoming bookings automatically
delete the client
de-identify their personal information
start the permanent deletion grace period

[Screenshot placeholder: archived client confirmation page]

Before You Archive

A client cannot be archived while they still have active services. Before archiving, cancel or resolve:

active memberships
upcoming bookings

If either of these exists, the archive confirmation page will show Active services must be cancelled first. Clovo lists the blocking memberships and bookings on the page, with links to cancel them.

This prevents a client from being hidden while they still have future bookings or memberships that may continue charging.

[Screenshot placeholder: archive blocked by active services]

How To Archive A Client

Open Clients in the dashboard.
Search for and open the client profile.
In the Danger zone section, click Archive.
Review the confirmation page.
If Clovo lists active services, cancel those first and return to the archive page.
Click Archive client.

After the client is archived, Clovo redirects you to the Archived clients list and shows a confirmation message.

How To Find Archived Clients

Archived clients are not shown in the normal active or inactive client lists.

To find them:

Open Clients.
Select the Archived clients card or tab.
Open the client from the archived list.

The archived list includes clients you manually archived, as well as clients scheduled for deletion. Manually archived clients are labelled Archived.

[Screenshot placeholder: Archived clients tab]

How To Unarchive A Client

Unarchiving restores the client to the normal client area and allows them to sign in again.

To unarchive a client:

Open Clients.
Go to Archived clients.
Open the archived client profile.
Click Unarchive near the archived status message.
Confirm the action.

The client record is restored immediately. Any memberships or bookings you cancelled before archiving are not recreated automatically, so you may need to set up new services if the client is returning.

[Screenshot placeholder: archived client profile with Unarchive button]

Archive Vs Delete

Archiving and deleting are different actions.

Delete

Use Delete only when the client should be removed permanently.

Deleting starts a grace period. After that grace period, the client’s personal information can be permanently de-identified. This is much harder to reverse than archiving, so archive first if you simply want to tidy up your client list.

Common Questions

Will The Client Be Notified When I Archive Them?

No automatic client email is sent when you archive a client.

Can An Archived Client Still Log In?

No. Archived clients cannot sign in until they are unarchived.

Can I Archive A Client With An Active Membership?

No. Cancel the active membership first. If you try to archive before cancelling it, Clovo will show the membership on the confirmation page and block the archive action.

Can I Archive A Client With Upcoming Bookings?

No. Cancel their upcoming bookings first. Clovo will show any blocking bookings on the confirmation page.

Does Archiving Cancel Payments?

No. Archiving does not cancel payments or memberships automatically. You must cancel active memberships before the client can be archived.

Does Archiving Delete The Client’s History?

No. The client’s record and history are kept. Archiving is designed for hiding and deactivating a client, not deleting their history.

Why Can’t I Find A Client In Search?

If the client has been archived, they will not appear in normal client search. Open Clients, then go to Archived clients to find them.

Why Is A Deleted Client Also In Archived Clients?

The Archived clients area includes both manually archived clients and clients scheduled for deletion. A manually archived client is kept indefinitely. A client scheduled for deletion is in a separate deletion flow.

What Should I Do If A Client Comes Back?

Open their profile from Archived clients, click Unarchive, then create any new memberships or bookings they need.

Why did a booking fail?

Written by user on May 25, 2026. Posted in Bookings. No Comments on Why did a booking fail?

This article explains how Clovo records bookings that did not go through, where you can find those records, and how to read them so you can see exactly why a client missed out on a class they were trying to book.

A “failed booking” is captured any time a client (or a staff member booking on their behalf) attempted to book a class and the system refused the booking. The attempt is stored alongside the reason it failed, so you can answer questions like “why couldn’t Sarah book Friday Pilates?” without guessing.

What Counts As A Failed Booking

A failed booking is recorded when a booking attempt is rejected for a reason such as:

Class full — the class had no remaining spots.
No active membership or credits — the client had nothing to book against.
Class type not allowed — the client’s membership plan does not include this class type.
Class allocation exhausted — the client has a plan that includes this class type, but they have already used their allowed credits in the current window.
Class cancelled — the class instance was cancelled.
Membership paused — the membership is currently paused.
Membership ends before class — the membership is scheduled to end before the class date.
Priority booking window — the booking window for that client tier had not opened yet.
Waitlist locked — the class is in a waitlist-only state and the client is not on the waitlist

Each failed booking also records where the attempt came from, for example the Client App, the Booking Page, Staff Booking, Direct Purchase, or Waitlist.

Where Failed Bookings Appear In Clovo

Failed bookings are surfaced in the places staff are already looking when a client asks “why didn’t my booking go through?”

1. The Class Occurrence Page

Open any class occurrence (a specific date and time of a class). If anyone tried to book that occurrence and was rejected, you will see a Failed bookings section listing each attempt with the client, the failure reason, and when it happened.

This view is useful when you are looking at a class and want to know who else tried to get in.

2. The Membership Page

Open a client’s membership. If any booking attempts linked to that membership were rejected, a Failed bookings section appears listing every attempt for the membership, with the class name, the failure reason, and when the attempt was made.

This view is useful when a client contacts you about a missing booking — you can open their membership and see the rejected attempts in one place.

3. Class Lists With Failed Counts

In class lists and schedules, occurrences that have failed booking attempts show a small failed indicator next to the booking counts. This lets staff quickly spot classes with rejected attempts without opening each occurrence.

4. The Failed Booking Detail Page

Clicking any failed booking entry opens the full detail page for that attempt. This is the most important screen — it shows everything Clovo recorded about why the booking did not go through.

How To Read The Failed Booking Detail Page

The detail page is designed so you can answer a client’s question without piecing together information from multiple places. It shows:

Class — the class name and the occurrence date and time, with a link to the class occurrence.
Client — the client who attempted the booking, with a link to their profile. If the booking was for a family member or other profile, that profile is shown too.
Membership — the membership that was used in the attempt (if any), with a link to the membership.
Reason — the failure reason as a badge. If Clovo has extra detail to add (for example which class types or windows applied) it is shown directly under the badge.
Source — where the attempt came from (Client App, Booking Page, Staff Booking, Direct Purchase, Waitlist).
When — the exact date and time of the attempt.

The “Why It Was Exhausted” Breakdown

For attempts that failed because the class allocation was exhausted, the page includes an extra Why it was exhausted explanation. This shows:

the booking window Clovo evaluated (for example the membership period, or a strict renewal window).
the credit usage in that window: how many credits the plan allows, how many were already used, and how many were left for the class the client was trying to book.
a note when the class fell outside the usable window, which is often the real cause (the client picked a class that is in a different membership cycle).

The “Bookings That Consumed This Allocation” List

When a booking was blocked because the allocation was exhausted, the page also lists every unrefunded booking that counted against that allocation in the same window.

Each row shows:

the class and occurrence date the credit was claimed against.
the booked at timestamp (when the booking was created).
a View link that opens the booking detail, so you can inspect or cancel it if it was made in error.

This list lets you walk through the bookings one by one when you need to find which booking pushed the client over their allowance — for example to refund a booking the client did not intend to make.

Common Questions

Why Don’t I See Any Failed Bookings?

This usually means no rejected booking attempts have been recorded for that client, membership, or occurrence. Failed bookings only appear when someone has actually tried to book and the booking was refused.

A Client Says They Tried To Book But I Can’t Find A Failed Booking — What Now?

Check that you are looking at the right client and the right occurrence. If the client tells you they tried to book a class that is no longer on the schedule, look at the class occurrence first; if the class is the right one but the client is wrong, the membership view is often quicker. If there really is no failed booking record, the attempt may not have reached Clovo (for example a network error in the client app before the booking request was sent).

What Does “Booking Window” Mean In The Allocation Breakdown?

The booking window is the date range Clovo used to count the client’s credits for that class type. For most memberships this is the current membership period. For plans that use strict renewal windows, it is the window the class occurrence falls into. The dates shown on the breakdown are the exact range that was evaluated.

Why Does The Page Say The Class Was Outside The Usable Window?

This means the class the client tried to book did not fall inside the current allocation window for their membership. The most common case is a class in a future renewal cycle: the client has unused credits, but they belong to a different period than the class.

How Does The “Bookings That Consumed This Allocation” List Decide What To Show?

It lists every non refunded booking (claim) for the same membership, in the same window, that counts against the same class allowance as the class the client was trying to book. If two class types share an allowance (for example “1 of Pilates or Yoga”), bookings for either class will be listed because both count against the same allowance.

Popular Instructors Report

Written by user on April 29, 2026. Posted in Reporting. No Comments on Popular Instructors Report

The Popular Instructors report shows which instructors are drawing the strongest booking activity. It helps you understand where demand, class energy, and customer loyalty are showing up in the timetable.

Where To Find It

Open Reporting, then select Popular Instructors.

Why This Report Matters

Popular instructors can influence attendance, waitlist pressure, customer satisfaction, and retention. This report helps you see which instructors are consistently filling rooms and which classes may be worth promoting, repeating, or placing in stronger timetable slots.

It can also help with staffing conversations. A lower number does not automatically mean an instructor is underperforming. It may reflect a newer class, a quieter time slot, a smaller room, or a niche format.

How To Read It

Current crowd favourite shows the instructor with the most weighted bookings in the past 30 days.
Weighted bookings show booking volume after co-taught classes are split fairly between instructors.
Top instructor check-in rate shows how many of the top instructor’s bookings turned into actual arrivals.
Customer bookings in window shows the total booking activity included in the report.
Leaderboard ranks the top instructors by weighted bookings.

What The Number Means

High booking volume means customers are actively choosing that instructor’s classes. A strong check-in rate suggests that demand is converting into attendance, not just reservations.

If an instructor has high bookings but a lower check-in rate, the class may still be attractive, but there may be reminder, timing, cancellation, or no-show behaviour to look at.

How Clovo Calculates It

Clovo counts customer bookings from scheduled classes that were not cancelled in the past 30 days. If a class is co-taught, each instructor receives an even share of the booking.

For example, if two instructors teach the same class, each receives 0.5 weighted bookings for each customer booking. The report compares the current leader with the previous 30-day window.

New Customer Acquisition Report

Written by user on April 29, 2026. Posted in Reporting. No Comments on New Customer Acquisition Report

The New Customer Acquisition report shows how many new customers joined your studio during the past 30 days.

Where To Find It

Open Reporting, then select New Customer Acquisition.

Why This Report Matters

Acquisition tells you whether the top of your customer funnel is moving. It helps you understand whether campaigns, referrals, events, intro offers, or local demand are bringing new people into the studio.

New customers are only one part of the story. The best signal is acquisition plus engagement and retention: are people joining, visiting, and staying?

How To Read It

New customers shows how many customer accounts were created in the current 30-day window.
Previous 30 days shows the comparison count from the prior window.
Daily average shows the average number of new customers per day.
Busiest sign-up day highlights the day with the strongest new-customer activity.

What The Number Means

An increase usually means your studio is attracting more new people. A decrease may reflect seasonality, quieter campaigns, local market conditions, or a need to review acquisition channels.

If acquisition is strong but visits or retention are soft, focus on the first experience, onboarding, and follow-up. If acquisition is low but retention is strong, your studio may benefit from more top-of-funnel activity.

How Clovo Calculates It

Clovo counts customer accounts created during the past 30 days and compares that with the previous 30 days.

Staff accounts, deleted users, and purged accounts are excluded.

Monthly Recurring Revenue Report

Written by user on April 29, 2026. Posted in Reporting. No Comments on Monthly Recurring Revenue Report

The Monthly Recurring Revenue report estimates the current monthly value of your active recurring subscriptions.

Where To Find It

Open Reporting, then select Monthly Recurring Revenue.

Why This Report Matters

Monthly recurring revenue, often called MRR, shows the strength of your recurring base. It helps you understand how much predictable subscription revenue is currently attached to active memberships.

This report is useful when you are reviewing membership growth, pricing, cancellations, and the stability of your revenue base.

How To Read It

Current MRR is the estimated monthly value of active recurring subscriptions at the end of the window.
Active subscriptions shows how many subscriptions are included.
Average per subscription shows the average monthly value per active subscription.
New MRR added shows monthly value added by new recurring subscriptions during the window.
MRR lost shows monthly value lost from recurring subscriptions cancelled during the window.
Start of window and End of window show how the recurring base shifted over the 30 days.

What The Number Means

Rising MRR usually means your recurring base is growing. Falling MRR usually means lost subscription value is outweighing new subscription value.

MRR is a recurring revenue estimate, not a cash-collected report. For cash received, use payment and spend reports. For the reason MRR changed, compare this report with Churn Rate, New Customer Acquisition, and Member/Casual Ratio.

How Clovo Calculates It

Clovo includes active recurring, non-trial memberships and normalises each plan price into a monthly value.

Weekly plans are multiplied by 52 and divided by 12. Fortnightly plans are multiplied by 26 and divided by 12. Monthly plans use the plan price directly. Quarterly, semi-annual, and annual plans are divided into monthly values.

The report compares current MRR with the start of the 30-day window.

Member/Casual Ratio Report

Written by user on April 29, 2026. Posted in Reporting. No Comments on Member/Casual Ratio Report

The Member/Casual Ratio report shows how your active customers are choosing to pay for classes. It compares member, pack, and direct-purchase behaviour across the past 30 days.

Where To Find It

Open Reporting, then select Member/Casual Ratio.

Why This Report Matters

Your customer mix affects revenue predictability, retention, and how you plan offers. A member-heavy mix usually points to a stronger recurring base. More pack and direct-purchase activity can show casual demand, trial behaviour, or customers who may be ready to convert into a membership.

This report is useful when you are deciding whether to promote memberships, class packs, intro offers, or casual booking options.

How To Read It

Member, pack, direct customer mix shows the number of customers who used each paid path.
Member customers used an eligible recurring membership.
Pack customers used a non-trial pack or credit-based product.
Direct customers paid directly for a booking.
Represented customers shows how many customers appear in the paid mix.
Overlap shows customers who used more than one paid path in the same window.

What The Number Means

A higher member count usually supports steadier revenue. A higher pack or direct count can signal flexible purchasing behaviour and possible conversion opportunities.

Overlap is especially useful. If customers are using more than one paid path, they may be testing different ways to attend. That can be a good prompt to review membership positioning or staff follow-up.

How Clovo Calculates It

Clovo reviews non-cancelled customer bookings in the past 30 days and groups customers by the paid path used for those bookings.

Customers can appear in more than one bucket if they used more than one paid path during the window. Complimentary bookings and trial-backed visits are excluded from this mix.

Reporting in Clovo

Written by user on April 29, 2026. Posted in Reporting. No Comments on Reporting in Clovo

Reports help you understand what is happening across your studio without needing to build your own spreadsheets. Each report is designed to answer one clear business question, then show the numbers that explain the answer.

To view reports in Clovo, open Reporting from the dashboard navigation, then select the report you want to read. Most reports focus on the past 30 days and compare that period with the previous 30 days. Where a report uses a different comparison, the article explains it.

Available Reports

Churn Rate
Popular Instructors
Member/Casual Ratio
Avg Spend per Customer
Avg Visits per Customer
Avg Fill Rate per Class
New Customer Acquisition
Cancellations & No-Shows
Monthly Recurring Revenue
Customer Lifetime Value
Cohort Retention

How To Read Report Trends

The main number gives you the current signal. The comparison chip shows whether that signal has moved up, down, or stayed steady against the comparison period. A movement is not automatically good or bad on its own. For example, higher new customer acquisition is usually positive, while higher churn usually needs a closer look.

Use reports together when possible. Acquisition shows whether new people are arriving, visits show whether they are building a habit, retention shows whether they stay, and revenue reports show what that activity is worth.