What are known limitations of the software?
Here is a list of the most common limitations customers ask us about. Unfortunately:
We do not currently support appointments.
We do not support direct debit for processing fees. Studios must have customer credit cards on file and/or take advantage of our debit account feature for charges to process successfully. For more information on requiring customers to store credit cards, see our FAQ article.
We do not retry failed credit card charges. You will be notified in your nightly report if a charge has failed. We recommend reaching out to customers manually to update credit cards and/or enabling Mindbody credit card alerts to ensure your customers are storing credit cards on their account. You can also enable our optional debit account feature which applies failed charges to a customer’s account balance. For more information on handling failed charges, see our FAQ article.
While our software supports automatic forgiveness, we do not email your customers to let them know they have been forgiven. For more information, see our FAQ article.
Depending on your specific needs, we may have to setup multiple configurations in our software for your studio. Forgiveness policies apply separately for each configuration. For example, if someone attends class on an unlimited and then switches to a class pack, and these are configured differently in our system, their forgiveness will be duplicated.
Our software does not have a login dashboard and functions entirely via email. We consider this to be a feature! Our customers receive daily (and optional weekly) reports summarizing charges.
Our software treats late cancels & no shows the same with regards to auto-forgiveness. For example, you can’t forgive 1 late cancel and 1 no show. In that case, you can only forgive 2 penalties, which could be 2 late cancels, 2 no shows, or one of each.
Forgiveness is limited to any number during any rolling day period or calendar month. For example, you can auto-forgive someone twice every rolling 90 days, or once per calendar month, but can not forgive someone three times every calendar year or twice every quarter.
All configuration is isolated to a Mindbody Site ID. If you have multiple Mindbody Site IDs, they will be treated as separate customers, and features like forgiveness policies will be duplicated.
Every studio location should be tied to a merchant account, as our software processes a charge using the location the late cancel/no show occurred. Please contact Bitlancer Support if you have locations which do not have a merchant account attached so we can re-route charges to another location.
Classes scheduled on the same day they occur will be excluded from penalties. For example, if you schedule a class at 10:00 AM for 2:00 PM that afternoon, and someone signs up and then late cancels for that class, they will not be penalized.