Client FAQs

Modified on Mon, 23 Feb at 4:00 PM

Below are frequently asked questions and answers to guide you in managing clients effectively.

Questions	Answers
How can I add a client source when creating a new client profile?	You can add a client source by selecting an existing source from the list or typing a new one in the Type Client Source field when entering client details in the Clients tab, appointment modal, or POS.
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. For example, if a client books an appointment using the express checkout link, the Appointment Notes will display 'Booked by Client via Express Checkout,' while the Client Source in the client profile will show 'Online Booking - Express Checkout'.
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 both 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 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.
Is historical data for a deleted client still accessible?	Yes. Historical data for a deleted client remains available. Their information continues to appear in reports, past appointments, and other historical records. The client’s name will be labeled as (Deleted) wherever it appears.
What happens if a client tries to create a user account online using the same email address and name after their profile was deleted?	If a client attempts to create a user account online using the same email address and first and last name after their profile has been deleted, the system will allow the account to be created without any issues.
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 on January 20 and books another for January 17, the label only appears on the January 20 appointment.
How does class enrollment affect the "New Client" designation?	For classes, the New Client label remains until the client completes their first enrolled class session. If a client enrolls in multiple sessions, the label will remain until at least one session has been completed.
What features are available in the Notes section of a client profile regarding staff notes?	The Notes section allows staff to create and manage multiple internal notes for a client. Each note is time-stamped and displays the staff member who added it. Notes are listed in reverse chronological order (newest first), and important notes can be pinned for quick access. Notes can be viewed from any device, with pagination available for navigating large volumes of entries. For new appointments, the Notes section can also be expanded or collapsed as needed.
How can a business set a client’s preferred language in MyTime?	A client’s preferred language can be set in their profile or during client creation. However, this requires a hidden setting that must be enabled by the MyTime Support team. Learn more here.
Does setting a client’s preferred language in-store affect their online booking experience?	No. Clients must use the language selector in the booking widget to choose their preferred language for online interactions.
What information is included in a client profile?	Client profiles include contact details and permissions, appointments, class enrollments, product, gift card, package, and membership purchases, as well as referral credits, loyalty points, and staff notes.
How are automated messages tracked in a client’s profile?	The Campaigns Received section of the client profile displays all automated messages sent to the client, along with their status (e.g., opened, bounced). The time displayed in the Campaigns Sent section of a client's profile is displayed in the client's preferred location time zone. If the client doesn't have a preferred location set, the logged-in user's computer time zone is used.
How can I associate a location with a client’s profile?	A 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 can I filter my client list by labels in MyTime?	To filter your client list by labels: Go to the Clients tab Expand the "Select Labels" dropdown Select one or more client labels The list will update to display only clients with the selected labels.
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 will 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.
I need to pause a membership account, but the payment failed today. How can I change the status?	Memberships cannot be frozen while a payment is outstanding. To freeze a membership after a failed payment: Ensure the client has a valid credit card on file. Reactivate the membership in the Membership section of their profile. Process the outstanding payment. Once the payment is successful, you can freeze the membership.
Can I restore or reactivate a deleted pet profile?	No, deleted pet profiles cannot be restored
Can I change the referrer’s name on referral credits after they’ve been activated?	No. Once referral credits are activated, the referrer’s name cannot be changed.
Can I remove gift cards from a client’s profile?	Gift cards cannot be deleted from a client’s profile, but the balance can be adjusted to $0 if needed.
How do I archive a client profile?	Client profiles cannot be archived in MyTime.
Can I manually add a client to MyTime without booking an appointment?	Yes. Clients can be manually added in-store without booking an appointment (Learn more here)
Can I export my entire client list from MyTime?	Yes, you can export your entire client list from MyTime. For more information on how to do this, please click here.
How do I update a client’s communication preferences (email, SMS, etc.)?	To update a client’s communication preferences: Go to the Clients tab Open the client’s profile Click the Edit icon next to Details In the Edit Details modal, scroll to the Contact Preference section. Select the preferred contact method from the dropdown menu Click Save to apply your changes
How can I find out why a client isn't receiving emails or SMS from MyTime?	Check the following: Confirm the client has opted in to receive transactional and marketing emails or SMS messages in their contact permissions Verify the client has a valid email address and phone number on file.
How can I move a pet from one client to another who now owns the pet?	Pet profiles cannot be transferred between clients. You must delete the pet profile from the original client and create a new profile under the new owner. Be sure to copy over any important information from the original profile.
How/when does the lead turn into a client?	Leads can be converted into clients in three ways: Convert via Lead Profile: Click the "Convert to Client" option on the lead profile to update the status from lead to client. Convert after Scheduling an Appointment: A lead is converted automatically once an appointment is scheduled. Convert after Appointment Completion: A lead can also be converted after their appointment is marked as completed. This requires a hidden setting that only the MyTime team can enable. To activate it, contact our Support Team at support@mytime.com. Learn more here
If a lead completes a transaction and is transferred to the client database, does MyTime automatically merge the lead and client records?	No. The system does not automatically match or merge lead and client profiles.
How can I update the content of a waiver?	To update the content of a waiver: Go to the Clients tab Open the Manage Clients menu Select Customize Client Fields Locate the waiver you want to update Make the necessary changes Click Save
How can I get a client roster with mailing addresses?	You can export your client list, including mailing addresses. Please refer to the Exporting Clients help article for instructions.

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