If you sell a season as a subscription, your subscribers are booked into their season's sessions automatically, overnight. Occasionally someone can't be placed: a class filled up, or the session time they usually attend has moved. This article shows where you see who that is and how to put it right. It happens in Needs you on Home.
Where to Find This
Open Home. When season subscribers are waiting, Needs you has a row about them. Its title reads, for example, "1 season subscriber isn't booked into their sessions", and its line reads "Book each one back in so their sessions are on the calendar."
Press See who on that row to open the Needs you sheet. Each subscriber who isn't booked is a row there, such as Sam isn't booked into Autumn, with a Re-enrol button. See the season on a row opens the Seasons sheet on What you sell. See Needs You.
The list shows up to 25 rows of one kind, so on a large business the count in the row's title can be higher than the rows listed.
How You'll Know Something Needs Attention
Three things point you here, so you don't have to go looking:
- A row in Needs you. One row for each subscriber who isn't booked into a season that is due. It goes once they are booked. The list of what needs you is read afresh about every five minutes, so a subscriber you have just fixed may take a short while to leave.
- An email each morning. If last night's run couldn't book someone, you get an email with the subject Action needed: 2 season enrolment issues, followed by your site's name. It lists a line for each problem, usually naming the customer and what went wrong, sometimes a calendar-level issue such as no next season to roll into. It is sent to every active administrator, and it re-sends every day until everything is resolved. It then tells you to fix the cause and either wait for tonight's automatic retry or open Home, press See who on the season row under Needs you and press Re-enrol to re-enrol straight away.
- Your customer sees an honest note too. See What Your Customer Sees below.
Re-enrolling From Needs You
Press Re-enrol on the row. When it works, the message says Booked in. Their sessions are on the calendar. and the row leaves the list. If it couldn't book them, the row stays and says why, for example that the session may be full or gone. Where booking is on hold, the line under the row says so, for example Booking is on hold: followed by the reason. Fix the cause (below), then press Re-enrol again. If there was nothing to book, it says Nothing needed booking.
A team member who can see the row but isn't allowed to act on it sees An administrator can act on this.
If the current season is ending and nothing follows it, Needs you shows a row such as Autumn has no following season yet, with an Add the next season button. It opens Seasons on What you sell, so enrolment has a season to roll into. See Setting Up Your Seasons.
Fixing Someone and Re-enrolling Them
- 1
Read why it failed
The daily email names the reason, and pressing Re-enrol reports it too. The usual causes are a full session, a session time that no longer exists, or a customer who's no longer eligible for the class they used to attend.
- 2
Fix the cause
Free up a place on the session, adjust the session, or agree a different time with the customer.
- 3
Press Re-enrol
The button sits on that customer's row in Needs you. It books them immediately rather than waiting for tonight's run. Pressing it twice is safe: it never double-books.
- 4
Check the result
Booked in and Nothing needed booking. appear as a message at the bottom of the screen. The other three stay on the subscriber's row in Needs you, which also says why:
- Booked in. Their sessions are on the calendar. The row leaves the list.
- Nothing needed booking. They were already booked, the season is not due yet, or they cancel before it starts.
- That could not be booked. The session may be full or gone. Check it, then try again. Fix the session (capacity, dates) and press Re-enrol again, or agree a different session time with the customer.
- There is no current or upcoming season to enrol them into. Add the next season under Seasons.
- Something went wrong. It will be tried again tonight.
Where the run has a more specific reason, the row shows that instead of the general wording above, for example a note that the place couldn't be held because the session is full. That's the detail worth acting on.
You don't have to press anything. Everything that needs attention is retried automatically each night. Re-enrol is for when you'd rather not wait, or you've just freed up the place.
What Your Customer Sees
While a subscriber isn't booked, they see a plain-English note in their own account, in Plans, when they open the plan. It names the season and the plan, for example "Autumn 2026 starts on 8 Sep 2026 and Sam's Beginner Group sessions aren't booked yet. This usually completes automatically in the next day or two. The place is protected in the meantime."
Once the season is under way it changes to "…the business is looking into it and the place is protected. If it isn't resolved in a day or two, do get in touch with them."
The note disappears as soon as they're booked. Their place is held either way: nobody else can buy it while it's counted for them.
Related Articles
- Needs You - Everything that is waiting on you, including these subscribers
- Setting Up Your Seasons - The season dates enrolment rolls through
- Plans & Booking Quotas - Set a subscription price to enrol customers into a season
- Managing Customer Bookings - Cancellations, capacity and the waiting list