Client FAQs

How can I add a client source when creating a new client profile?

What happens to the client source field when a new client books an appointment online?

When a new client books an appointment online, the client source field in their profile and appointment notes is automatically populated based on the booking source.

What is required to enable client sharing across franchise locations?

Client sharing across franchise locations requires the global client database setting to be activated on the parent and child accounts. This is controlled by a hidden setting that can only be enabled by the MyTime team.

Can packages, gift cards, and memberships be added to a client's profile from the parent account?

No, these items must be manually added or purchased through POS at the child account level. Once added, they will appear on the client’s profile within that child's account.

What happens to a client's future appointments when their profile is deleted? 

All future appointments are automatically canceled, but past appointments remain in the system.

How is the "New Client" label determined for appointments booked by a business?

The label is applied to the first appointment booked. If an earlier appointment remains uncompleted but not canceled, the label stays on that first appointment. For example, if a client has an appointment scheduled for January 20 and then books another appointment for January 17, the label will only appear on the January 20 appointment.

What happens to the "New Client" label when a client books multiple appointments?

If none of the appointments have been completed, all will display the "New Client" label. Once the first appointment is completed or started, subsequent appointments lose the label.

How does class enrollment affect the "New Client" designation?

For classes, the label applies until the first enrolled class session is completed. If a client enrolls in multiple sessions, the label remains until at least one class ends.

This can be set in the client’s profile or during client creation. However, it requires a hidden setting enabled by MyTime’s support team. Learn more here.

Does setting a client's preferred language in-store affect their online booking experience? 

What information is included in a client profile?

Client profiles include preferences, appointments, purchases, memberships, packages, gift cards, referral credits, and staff notes.

How are automated messages tracked in a client’s profile?

How can I associate a location with a client’s profile?

client can be linked to a location in the following ways:

• Booking an appointment or enrolling in a class at that location
• Purchasing a product, membership, package, or gift card at that location
• Marking the location as preferred in their profile
• Manually assigning the location when creating the client profile. Learn more here
  

How do I know if a client has received any type of notification (transactional, marketing, campaign, etc.)?

All automated messages and campaigns sent to a client appear in the Campaigns Received section of their profile, along with their status.

Timestamps reflect the client’s preferred location time zone. If no preferred location is set, the logged-in user's computer time zone is used.

To merge duplicate client profiles:

1. Go to the Clients tab.
2. Open the Manage Clients menu.
3. Select the profiles you want to merge.
4. Click Merge Selected Clients at the bottom right.
5. Choose which details to keep from each profile.
6. Click Save to complete the merge. Learn more here

Memberships cannot be frozen while a payment is pending.

To freeze a membership after a failed payment:

1. Ensure the client has a valid credit card.
2. Reactivate the membership in their profile's "Membership" section.
3. Process the outstanding payment.
4. Once the payment is successful, you can then freeze the membership.

Can I restore or reactivate a deleted pet profile?