1. My classes are not showing in the Urban Sports Club app – why might this be?

If you have already created classes in FitogramPro but they do not appear on your Urban Sports Club profile, then there may be several reasons for this.

Please check the following settings in FitogramPro first:

  • Are all my locations correctly connected with the Urban Sports Club?

If the class is held at a new location that is already registered with the Urban Sports Club, you can connect the location between FitogramPro and Urban Sports Club yourself. Next to your location in FitogramPro (navigate to ‘settings’ > ‘resource management’ > ‘locations’) you will see a red exclamation mark, which means that the location is not yet connected. To pursue the connection, please log into your Urban Sports Club Partner tool and select the right Fitogram location to be connected to the Urban Sports Club location. Once this is done, you will see a green checkmark next to your location in FitogramPro. Classes will automatically be sent over.

If the new location is not registered with the Urban Sports Club yet, you first need to contact the Urban Sports Club team to set it up. You can use this form to get in touch.

  • Has the event group been stored according to the “Urban Sports Club” booking rules?

Go to ‘integration’ > ‘manage settings’ next to your active Urban Sports Club integration. On the following page, you will see your classes. Check, if all classes are selected that should be sent to Urban Sports Club. In case some classes are missing, mark them and click on ‘update event sync list’.

Alternatively, you can add the booking group directly in the eventgroup setting. For that, navigate to the eventgroup and click on ‘event group options’ > ‘see/edit details’ > ‘booking rules’ where you need to add ‘Urban Sports Club’. Please don’t forget to save your changes by clicking on ‘confirm’ at the bottom.

  • Is the event group assigned to a category?

In order to ensure that the event group can be displayed in Urban Sports Club, an appropriate category must be selected. To do this, go to see/edit details in the appropriate event group and check which category has been selected. For example, if you offer Zumba, you can either choose the “Dance”, “Fitness” or “Zumba” category yourself. This determines under which activities your members will see your course in the Urban Sports Club app.

Click on “confirm” to save your settings after selecting a category.

2. How can I change the location for a series of events?

As the event series is connected to the location together with the Urban Sports Club, it is necessary to create a completely new event. We recommend taking the adjustments in the following way:

  1. Check on which date you have the last booking for this event.

  2. End the current event series on that day. (See/Edit details > Event schedule > Set end date)

  3. Create a new event by copying the old one. Click on ‘eventgroup options’ > copy for this.

  4. A new window will open with the "new" event. Set the correct title.

  5. Select the right new location

  6. Set the event schedule: Start from the date on which the event should take place for the first time after the end date of the expiring event series.

  7. Confirm.

Now you have a smooth transition without bookings being canceled.

3. How do I know that my classes appear on my Urban Sports Club profile?

As soon as the integration is live, you will see a green check mark next to your events with the Urban Sports Club logo. Should this not be the case, your classes might not be synching correctly. Please look at question 1 to see if you are missing an important setup.

4. Can I change a single event at a specific date and time?

If you change an individual event, the following changes will be recorded on Urban Sports Club:

  • Start/End Date

  • Start/End Time

  • Cancellation of the class

All other details such as name, location, and category are taken over by the event group and thus remain the same. They cannot be changed for an individual event.

5. How does Check-In work for Urban Sports Club Members?

For Urban Sports Club members, there is no difference in how they check in with you, as they still need to scan the QR code when they arrive at your studio.

However, there are several use cases that can occur:

  • The member has booked a place via the Urban Sports Club app

When the Urban Sports Club member books a place via the Urban Sports Club app, this will be displayed immediately in FitogramPro. As soon as the member scans the QR code, they are automatically marked as “present” in your FitogramPro account. If the QR code scan does not work, you can alternatively mark the member as “present” (thumbs up) in FitogramPro and the check-in will also be visible in the Urban Sports Club partner tool the next day as the synchronization of check-in data is done over midnight.

  • The member has not booked a place via the Urban Sports Club app

If the member has not booked a place for your class, but there are still free spaces, they can simply scan the QR code. If the QR code check-in is successful, the member will be displayed immediately in FitogramPro and marked as “present” by the system. This only works if the course still has free spaces and the member has not yet reached their visitor limit with you.

  • The member has not booked a place via the Urban Sports Club app and cannot check-in using the QR code

In this case, you have to register the member manually using the Urban Sports Club partner tool. Alternatively, the member can always check-in for “free training” but this will only be shown in the Urban Sports Club partner tool and not FitogramPro. If these two options do not work, please send an email to checkin@urbansportsclub.com with the class for which the check-in failed, the member’s name, and the member’s number. Urban Sports Club will then look into the visit and pay you for it.

6. What happens if a member has registered via the Urban Sports Club app but does not turn up to the class?

Members who are not marked as present or absent by midnight will automatically appear as a no-show in the Urban Sports Club partner tool.

7. What happens if a member cancels the class in the app?

For Urban Sports Club members, the system takes the cancellation period from your FitogramPro settings. The system takes into account the time until which a cancellation is possible.

If an Urban Sports Club member cancels before the deadline, they will move from “Bookings” to “Cancellations” in your event in FitogramPro. If an Urban Sports Club member cancels after the cancellation period has expired, they will remain under “Bookings” and will automatically be marked as absent by the system. You will get remunerated for these no-shows.

8. What data is exchanged between Urban Sports Club and Fitogram?

The integration transfers the following information:

  • Event Name

  • Category

  • Location

  • Description of the Event

  • Schedule

  • Free Spaces

  • Booking Period

9. How long does it take until I can use the integration?

This depends on whether you are already a registered partner of Urban Sports Club when activating the integration in FitogramPro or not.

  • I am already a partner studio of Urban Sports Club

In this case, you can set up the integration on your own and use it immediately. Please read here how to activate the integration.

Should you have any questions contact our support via chat or the Urban Sports Club team using this form.

  • I am not yet a partner studio of Urban Sports Club

In this case, we cannot guarantee how long it will take to become a partner studio of Urban Sports Club. This depends on many factors, such as the sports you offer, your location, or the size of your studio.

You can apply for cooperation here.

10. How do I create Online Classes and how do I mark my customers present?

All information from signing up to live online classes on Urban Sports Club are available here.

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