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10Web Classes & Memberships: Member Management, Bookings, and Attendance

Once your class booking website is ready, you can manage your day-to-day studio operations from your WordPress dashboard. This includes registering members, organizing families, managing bookings and attendance, collecting waivers, applying cancellation penalties, sending automated notifications, and tracking business performance.

This article covers the management tools available for class booking and membership websites created with 10Web AI.

If you have not set up your class booking website yet, follow our guide to creating and setting up a class booking website with 10Web AI first.

Access your class management dashboard

  1. Open the WordPress dashboard of your 10Web-generated class booking website.
  2. From the left sidebar, select Classes.
  3. Choose the section you want to manage:
  • Overview: Review studio activity, reports, and business performance.
  • Timetable: Manage class schedules and sessions.
  • Bookings: Manage reservations, attendance, recurring bookings, and penalties.
  • Members: Manage member profiles, membership plans, families, waivers, and progression levels.
  • Money: Review bills, payments, account credit, discounts, gift cards, and other financial records.
  • Messages: Manage automated notifications, message delivery, and member engagement.
  • Settings: Configure booking rules, communications, and other operational settings.

Add and manage members

The Members section contains everyone who participates in your classes, whether they registered online, signed up at the studio, or were added manually by your team.

Add a new member manually

  1. Navigate to Classes > Members.
  2. Click Add New Member.
  3. Enter the member's First name and Last name.
  4. If the member is a child, select This member is a child. Child members do not need their own email address or account. Family managers receive communications and manage bookings for them.
  5. For an adult member, enter their email address. Each member must have a unique email address. Members without email addresses do not receive messages directly.
  6. Optionally enter their phone number, date of birth, and photo ID from the WordPress Media Library. The date of birth is used for classes with age restrictions.
  7. Complete any relevant information in the Address section, including street, city, region, postcode, and two-letter country code.
  8. Under Emergency contact, enter the contact's name, phone number, and relationship to the member.
  9. Under Where they came from, record how the member heard about your business. Select the news and offers checkbox only if the member has agreed to receive marketing messages.
  10. Use Details for any additional custom fields you have configured.
  11. Click Add Member to save.

Example: A yoga studio can register a new student with their contact details, emergency contact, and referral source before their first class.

Control member booking access

When adding or managing a member, use the Booking and check-in panel to control their booking permissions.

Select Blocked when a member should not be able to book sessions themselves. Staff can still create bookings for a blocked member.

Find and organize existing members

  1. Go to Classes > Members > Members.
  2. Use the available views to find All, Adults, Children, With an account, Blocked, or Deleted members.
  3. Click Filter to narrow the list or Export to export member information.
  4. Open an existing member record to review and update their information.

The members table includes contact information, member status, family, account, flags, date added, and account credit.

Important: A member profile and a WordPress user account are not necessarily the same thing. A person can exist in your member list without having a sign-in account. Child members are managed through their family managers.

Manage families and children's memberships

Families allow a parent, guardian, or another designated adult to manage bookings and payments for multiple family members, including children.

Create a family

  1. Go to Classes > Members > Families.
  2. Click Add New Family.
  3. Enter a family name. If you leave it blank, the system uses the first manager's last name.
  4. In the Manager field, enter the email address or member ID of an existing adult member who is not already assigned to another family.
  5. Complete any additional custom fields, if configured.
  6. Click Add Family.
  7. After creating the family, open its record to add more family members.

Example: A parent attending Pilates and their two children attending beginner classes can be organized under one family. The parent manages the children's bookings and receives their notifications.

Important: A family must have at least one manager. When creating a family, its manager must already exist as an adult member. Additional family members are added after the family is created.

Manage member bookings and attendance

Members can book available classes through the website, while staff can create bookings directly in the WordPress dashboard.

Review bookings

  1. Navigate to Classes > Bookings > Bookings.
  2. Choose a view:
    • To come: Upcoming bookings.
    • Waitlists: Members waiting for available places.
    • Past: Previous bookings.
    • Cancelled: Cancelled reservations.
    • All: All bookings.
  3. Use Filter to narrow the results or Export to export booking records.
  4. Review each booking's member, session, status, payment source, creator, and creation date.

Add a booking manually

  1. Navigate to Classes > Bookings.
  2. Click Add New Booking.
  3. Enter the member's ID or email address in Member.
  4. Select the class session from the Sessions section.
  5. In the Save panel, choose whether to place the member on the waitlist if the session is full, or to book beyond the normal capacity instead.
  6. Optionally enter a note.
  7. Under What pays, choose how the booking is covered:
    • The plan that covers it, else a drop-in: Uses an eligible plan if available, otherwise a drop-in.
    • A plan only: Uses an eligible plan.
    • A drop-in at the session's price: Uses the session's drop-in price.
    • Free: Creates a free booking.
  8. Click Add Booking.

When multiple eligible plans cover a session, the system uses the plan ending soonest, then the one with the fewest credits remaining.

For a session that has already happened, staff can record the booking as Attended or No-show.

Important: Sessions are generated from the timetable. If no sessions are available, open Classes > Timetable and review the schedule before attempting to add a booking.

Check members in and manage walk-ins

  1. Navigate to Classes > Bookings > Desk.
  2. Under Check a member in, enter the member's name or member code.
  3. Click Find and follow the available check-in actions for the member.
  4. For someone arriving without a reservation, use the Add a walk-in section when a session is available.
  5. Review Checked in today to see attendance results.

The desk provides views for All, Checked in, Refused, and Let in, allowing staff to monitor who arrived and how their entry was handled.

Configure booking limits, waitlists, and recurring reservations

Booking rules determine how many sessions a member can reserve, how waitlists behave, and how recurring bookings are handled.

Configure booking rules

  1. Go to Classes > Settings > Booking.
  2. Review or configure the following options:
    • Waitlist books on its own until: Determines how close to the session start a newly available place can be booked automatically. The displayed example is 3 hours before.
    • A waitlist offer is held for: Determines how long someone has to accept an offered place. The displayed example is 2 hours, without extending past booking closure.
    • Members see their waitlist position: Controls whether members can see their numerical position or only that they are on the waitlist.
    • Waitlists per member per day: Limits daily waitlist entries. A value of 0 means no cap.
    • Waitlists count toward the booking caps: Determines whether waitlist places count against daily and weekly booking limits.
    • Bookings per member per day: Sets a daily booking cap. A value of 0 turns off this additional cap.
    • Bookings per member per week: Sets a weekly booking cap. A value of 0 turns off this additional cap.
    • Night hours: Allows you to exclude configured night hours from cancellation cutoffs and waitlist timers.
    • Late-cancel note: Sets the message shown when a member cancels after the cancellation cutoff.
  3. Click Save Changes.

Configure recurring bookings

Recurring reservations are useful when members attend the same class every week.

  1. Under Classes > Settings > Booking, locate Members set their own recurring reservations.
  2. Switch this on if members should be able to create recurring reservations themselves. When off, only staff can create them.
  3. Set Weeks a recurring reservation books ahead. The displayed default is 4 weeks.
  4. Review Least weeks of sessions made ahead and Most weeks of sessions made ahead, which control how far ahead timetable sessions are generated. The displayed values are 12 and 52 weeks.
  5. Click Save Changes.

Create a recurring reservation for a member

  1. Navigate to Classes > Bookings > Recurring.
  2. Click Add New Recurring Reservation.
  3. Enter the member's ID or email address.
  4. Choose the Weekly slot.
  5. Under What pays, select Their plan, A drop-in each week, or Free.
  6. Choose the From date.
  7. Optionally set an Until date. Leave it empty to keep the recurring reservation ongoing.
  8. Click Add Recurring Reservation.

The system books the member into the selected weekly class for the configured rolling number of weeks in advance.

Create waivers and health questionnaires

Waivers allow you to request agreement to policies and collect health information relevant to participation.

Add a waiver

  1. Go to Classes > Members > Waivers.
  2. Click Add New Waiver.
  3. Enter a name, such as Studio Participation Agreement.
  4. Under What is signed, choose:
    • A waiver: text to agree to: For an agreement such as studio policies or participation terms.
    • Health questions: For collecting health-related responses from members.
  5. Enter the agreement text or applicable questions in the form.
  6. Under How it is asked, choose whether it is required Before booking or requested After booking.
  7. Choose whether the member signs using A drawn signature or A tick.
  8. Set Ask again after weeks if members should be asked to complete it again periodically. Leave it at never if it should not repeat.
  9. Under Applies to, select every booking and open-gym visit or limit the requirement to specific activities.
  10. Click Add New Waiver.

Example: A fitness studio can ask members to accept a participation agreement before their first booking. It can also collect health information relevant to safe participation.

Important: A waiver configured to be asked before booking blocks booking until it is signed. A waiver configured to be asked after booking allows the booking to proceed and continues reminding the member. Review the content with a qualified professional when it involves legal agreements or sensitive health information.

Review signed waivers

  1. Open Classes > Members > Waivers.
  2. Select Signed copies to access completed waiver records.
  3. Use the waiver list to review versions, signature activity, and the number of signed copies.

Configure late-cancellation and no-show penalties

Penalty rules help you manage repeated late cancellations and missed sessions.

Create a penalty rule

  1. Navigate to Classes > Bookings > Penalty rules.
  2. Click Add New Penalty Rule.
  3. Enter a descriptive name, such as Three Missed Classes in 30 Days.
  4. Under What it counts, choose Late cancels and no-shows, Late cancels, or No-shows.
  5. Set How many and Within (days). For example, 3 within 30 days.
  6. Under What happens, choose an action:
    • Charge a fee: Charge a specified amount.
    • Take one credit from their pack or plan: Deduct an attendance credit.
    • Stop them booking themselves for some days: Temporarily prevent self-booking.
  7. If charging a fee, enter the Fee amount and configure Charged after (hours).
  8. If applicable, restrict the rule to selected plans using Only for these plans.
  9. Click Add Rule.

Example: A studio may configure a rule that charges a fee after three late cancellations or no-shows within 30 days.

When no-show penalties apply, an unmarked booking is automatically recorded as a no-show after the configured period following the end of the class. The booking settings shown use a 60-minute period.

Review and forgive penalties

  1. Navigate to Classes > Bookings > Penalties.
  2. Review the Running, All, and Forgiven views.
  3. Open a penalty record to review the affected member, applied rule, status, and date.
  4. Use the available management actions to forgive a penalty where appropriate.

Important: The screenshots show penalties switched off when no penalty rule exists. Adding a penalty rule switches the functionality on. Review your cancellation cutoff and member-facing policies before applying penalties.

Manage automated messages and member notifications

The Messages section controls operational notifications and automated communications. You can see when messages are sent, who receives them, whether they are enabled, and which channel they use.

Review message templates

  1. Navigate to Classes > Messages > Templates.
  2. Browse the available categories, including Sessions and bookings, Waitlist, Courses, Plans, Money, Waivers, Penalties, Levels, Nudges, and To the team.
  3. Review each message's recipient, sending time, channel, enabled status, and wording.
  4. Turn optional messages on or off using the corresponding switch.
  5. Click Edit where available to adjust a message's supported settings or content.

Booking and attendance notifications

The available booking-related messages include:

  • Booked: When a booking is created by a member or staff.
  • Cancelled or late cancelled: When a reservation is cancelled.
  • Session changed by the studio: When the time, location, or instructor of a booked session changes.
  • Session cancelled by the studio: When the studio cancels a session.
  • Reminder: Before a booked class. The displayed setting is 24 hours before.
  • Recurring reservation made: When a recurring weekly place is configured.

Waitlist notifications

Waitlist messages include:

  • Waitlist: added: Confirms that a member joined a waitlist.
  • Waitlist: booked for you: Notifies the member that a place was booked for them.
  • Waitlist: place offered: Notifies the member that a place is being held for them.
  • Waitlist: place gone: Notifies the member when the offered place is no longer available.

Membership, payment, and policy notifications

The system also includes notifications for plan purchases and renewals, payments, receipts, payment failures, missing cards, expiring plans, waiver requirements, applied penalties, and level changes.

Some essential financial and transactional messages are marked Always on and cannot be disabled, including certain receipts and payment-related notifications.

Member engagement messages

The Nudges category supports automated messages such as:

  • We miss you: For members whose attendance has declined.
  • Milestone: For attendance achievements, such as the 1st, 50th, or 100th attended class.
  • Too many no-shows: For members reaching a configured number of missed sessions.
  • Pack running low: When a class pack is running out of credits.
  • Plan ending: Before a pack or pass expires.
  • Birthday: Sends a birthday message at the configured local time.
  • Review request: Requests a review after a class when a review link has been configured.

Example: A studio can enable the Pack running low message to remind members to purchase more classes before they use their final credits.

Monitor message delivery

Review message history

  1. Navigate to Classes > Messages > Log.
  2. Choose All, Sent, Failed, or Not sent.
  3. Review the message, recipient, status, delivery channel, and sending time.
  4. Use Filter to narrow results or Export to export records.

Check the outbox

  1. Open Classes > Messages > Outbox.
  2. Review messages waiting for their scheduled sending time.
  3. Use the outbox to check whether a scheduled message is still pending.

Scheduled messages are processed by the system clock. Engagement nudges may also wait for a configured sending window.

Check email sending and available channels

  1. Navigate to Classes > Messages > Email sending.
  2. Review the sender name and reply-to address.
  3. Check the Sent, Failed, and Waiting counters.
  4. Review any email addresses where sending has stopped.
  5. Under Channels, check whether email, text messages, WhatsApp, and push notifications are connected.

Messages are sent using the website's WordPress email system, wp_mail. The interface recommends configuring a reliable SMTP solution if the host's email delivery is unreliable.

Important: In the provided example, email is connected, while text messaging, WhatsApp, and push notifications are not. Those channels require the relevant Communication connector. Until it is connected, messages use email rather than those unavailable channels.

Identify members at risk of leaving

The At risk section helps identify members who may need attention because they have stopped attending regularly, experienced a payment failure, or placed their membership on an extended hold.

  1. Go to Classes > Messages > At risk.
  2. Choose a filter:
    • Slipping away: Members whose activity has declined.
    • Failed payment: Members experiencing payment problems.
    • Long hold: Members whose plans have been on hold for an extended period.
  3. Review each affected member's status, reason, and last-seen information.
  4. Use the available actions to follow up with the member.

Example: A Pilates studio can review members who have stopped attending and send a personalized message encouraging them to return.

Review attendance, membership, and financial reports

The reporting area helps you understand class popularity, attendance, member activity, revenue, and retention.

Access reports

  1. Navigate to Classes > Overview > Reports.
  2. Browse the available reporting categories.
  3. Click Open on the report you want to review.
  4. Use Filter and Export where available to analyze or download the data.

Attendance reports

The available attendance reports include:

  • Every booking: Booking activity, including attended, late-cancelled, and no-show reservations.
  • Every session: Class capacity, attendance, and cancellations.
  • Open gym visits by hour and day: Open gym traffic and entry outcomes, when enabled.
  • Course attendance: Attendance across course sessions, when enabled.
  • Course enrolments: Course registration and waitlist data, when enabled.
  • Who is missing: Members who booked but did not attend.
  • Most popular classes: Classes with the highest booking and attendance activity.
  • Most no-shows: Members with repeated no-shows or late cancellations.

Member and retention reports

The available member-related reports include:

  • All members: Member records, statuses, and sources.
  • Active members by month: Monthly member activity.
  • New members: New registrations and referral sources.
  • Slipping away: Members whose attendance has decreased.
  • Birthdays: Members with birthdays in selected periods.
  • Referrals: Referral activity, when enabled.
  • Field changes: Changes made to member information.
  • Members leaving per month: Membership churn.
  • How long members stay, and what a member is worth: Membership duration and average customer value.
  • Status changes: Changes in member activity status over time.
  • Nudges: Automated engagement message results.

Membership and financial reports

These reports help monitor plans, revenue, and studio finances:

  • Every plan held: Plans purchased, their status, and remaining credits.
  • Holds: Paused memberships and their durations.
  • Starts and ends over time: Membership starts, endings, and reasons.
  • Ending in 30 days: Plans approaching expiration.
  • Payments: Money received and returned.
  • Bills to come: Upcoming amounts owed.
  • Line items: Items sold, discounts, and taxes.
  • Discount code use: Discount usage and amounts saved.
  • Gift cards: Gift card sales and redemptions, when enabled.
  • Revenue per class and per instructor: Revenue allocated across attended classes.

Other operational reports

Additional reports cover signed waivers, applied penalties, instructor pay, level changes, and members' progression through skill ladders. These reports depend on the corresponding feature being enabled.

Create a custom report

  1. Navigate to Classes > Overview > Reports.
  2. Click Add New Report.
  3. Use the available report builder to create a report using the fields supported by the system.
  4. Save the report and access it under Your reports.

Important: Some reports are unavailable until their related features have been activated. For example, course reports require Courses, and instructor pay reports require Instructor pay.

Check system health and troubleshoot operational issues

The Health screen provides information about automated tasks and helps identify issues that could affect bookings, messages, billing, or attendance records.

  1. Go to Classes > Settings > Health.
  2. Review the Checks section for the current system status.
  3. Check the most recent clock and daily run times.
  4. Review counters for sessions behind, unhandled bills, late messages, ledger balance discrepancies, and receipts.
  5. Check What failed lately for recent processing errors.

Available repair actions

  • Run the Clock: Runs the scheduled five-minute processing tasks immediately.
  • Rebuild the Timetable: Regenerates future sessions from running timetable slots while preserving sessions already created and their bookings.
  • Rebuild Balances: Recalculates account credit and class pack credit balances from their ledgers.

Important: These repair tools affect operational data and should be used only when needed. If a problem persists after reviewing the Health screen, contact 10Web Customer Care with the affected section and a description of the issue.

Best practices for managing your class booking website

  • Keep member records complete: Collect accurate contact details, age information when needed, and emergency contacts.
  • Review bookings and attendance daily: Use the Desk and Bookings sections to maintain accurate attendance records.
  • Configure booking rules before accepting reservations: Set waitlist behavior, booking limits, and cancellation policies to match your studio's operations.
  • Use waivers appropriately: Decide whether signing is mandatory before booking and whether periodic renewal is necessary.
  • Enable essential notifications: Keep members informed about reservations, schedule changes, payment activity, and membership renewals.
  • Monitor message delivery: Review failed messages and configure reliable email delivery.
  • Review retention regularly: Use the At risk section and member reports to identify declining engagement.
  • Use reports to guide decisions: Review class popularity, attendance, member retention, and revenue trends to improve operations.

Frequently asked questions

Can I add members who did not register through the website?

Yes. Go to Classes > Members and click Add New Member to create their profile manually.

Can I book a class for a member from the WordPress dashboard?

Yes. Open Classes > Bookings, click Add New Booking, and choose the member, session, and payment method.

Can parents manage bookings for their children?

Yes. Create a family with an adult manager and add child members to it. Child members do not need individual email addresses or accounts.

Can I automatically notify members about their bookings?

Yes. The Messages section contains booking confirmations, reminders, cancellation notices, waitlist updates, and other automated notifications. Delivery depends on the enabled templates and available communication channels.

Can I prevent a member from booking classes?

Yes. You can block a member from booking themselves through their member record. Staff can still create bookings for blocked members.

Can I charge members for missed classes?

Yes. Create a penalty rule under Classes > Bookings > Penalty rules. Depending on the selected action, a rule can charge a fee, deduct a credit, or temporarily restrict self-booking.

Can I export reports and member information?

Yes. Many member, booking, message, and reporting screens provide an Export option.

Why are some reports unavailable?

Some reports require their corresponding features to be enabled. Check the relevant feature under Classes > Settings > Switches.

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