Troubleshooting common CMS integration issues

If your classes are not appearing in the Wellhub app, or the times and vacancies are wrong, follow this diagnostic checklist in order.

1. Check the basics (self-fix):
   • Wait a few hours: Especially after the first setup, it can take several hours for your full schedule to sync.
   • Check class visibility: Log in to your CMS (e.g., Mindbody, Tecnofit) and confirm that your classes are marked as "public" or "visible for partners."
   • Check your Product ID: Some integrations require you to assign a Wellhub "Product ID" to each class in your CMS. An incorrect or missing ID is a common cause of failure.
     • How to find your Product ID: You can find your Product ID in the email sent from Wellhub when your integration request on the Partners Portal is ready to move on.
2. Contact your CMS support:
   • Most sync issues originate from the CMS side. Contact your CMS provider's support team (e.g., Tecnofit, EVO, Mindbody). They can check their logs to see if they are successfully sending the class data to Wellhub.
3. Contact Wellhub support:
   • If your CMS provider confirms they are sending the data correctly, it's time to contact us. To help us solve your ticket on the first try, please provide:
     • Your Partner ID.
     • Specific examples of missing classes (e.g., "Vinyasa Flow on Tuesday, Nov 4th at 7:15 AM").
     • A screenshot from your CMS showing the class is active and visible.
     • Confirmation that you have already contacted your CMS support.

If your check-ins have stopped being automatic, follow these steps:

1. Check for subscription changes: Some CMS providers have changed their subscription plans, and automatic check-in may now be a feature of a higher-tier plan. Please check with your CMS provider to ensure your current subscription includes the Wellhub integration.
2. Check your integration status: Go to the Integrations tab in the Partner Portal. Does the status show as "Active"? If not, please contact our support team.
3. Contact your CMS support: Just like with schedule syncing, the most common cause of failure is a temporary issue on your CMS provider's side. They are the best first point of contact.

If a visitor is telling you they can't book a class, it's usually one of three issues. Here's how to diagnose the problem:

• Is it a sync issue? First, check if the class is appearing correctly in the Wellhub app for other users. If it's missing, has the wrong time, or shows no vacancies, the problem is a schedule sync issue. Please follow the steps in the first accordion of this article.
• Is the class full? Check your own CMS to confirm that the class has not already reached its maximum capacity.
• Is it a member eligibility issue? The error may be on the member's end. It's possible their Wellhub plan is a lower tier than what is required for that specific class. In this case, the member will need to upgrade their plan or contact Wellhub support for assistance.