Thrive Update 16.9.26 - New Client Portal update + Thursday morning schedule
Thrive bookings have moved to Nookal
This week we moved all Thrive booking and account management across from Acuity to Nookal. It's the same system our physio side already runs on, which means one place for your bookings, your passes and your account — and a lot less double-handling behind the scenes for us.
The bigger win is for you. Through the member portal you can now book, waitlist and cancel yourself, and see exactly where your passes and membership sit, without having to message us and wait for a reply.
A special thank you to Phoebe, who has done the enormous, unglamorous work of getting this set up, migrating everyone's details and troubleshooting as we go. A change like this doesn't happen by itself, and she has done an amazing job.
A few teething issues
Any move like this comes with a few bumps. The good news is that everything we've struck so far has had a simple fix.
"Your details do not match" when logging in. This is almost always because a phone number has come across into the Nookal profile with spaces in it. If you can't get into the portal, let us know and we'll correct your profile — that resolves it straight away.
Select 'Next', not 'Pay', when booking. When you make a booking, choose Next and follow the prompts through to confirm. Selecting Pay will charge you for the class even though you have passes or a membership that already covers it. If this has happened to you, we'll be in touch to arrange a credit to your account — you don't need to chase us.
Waitlists and cancellations
Waitlist a full class. If a class you want to attend isn't showing on the booking calendar, that's because it's full. To request a spot on the waitlist, use the Send us an enquiry link at the top of the screen and tell us exactly which class or classes you'd like to be waitlisted for. If a spot opens up, we'll contact you to confirm your attendance — you don't need to keep checking the calendar.
Cancel a class. You can cancel through the portal any time up to the day before a class. If you need to cancel the day before a class, use the ‘Chat’ feature in the portal to advise us of the cancellation.
A reminder on our cancellation policy, which hasn't changed: we need at least 12 hours' notice of a cancellation of a class attendance to avoid a late fee or forfeit of a pass.
We're switching off SMS class reminders
Now that your schedule is easy to see in the portal at any time, we're turning off the SMS reminders we've been sending about classes. It's one less message from us landing in your phone, and the portal will always be more up to date than a text sent the day before.
Your bookings and upcoming classes are all visible under your account whenever you want to check them.
If something looks wrong
Please tell us. If your passes, membership or bookings don't look right in the portal, flag it with the team and we'll sort it out. We'd much rather hear about it than have you quietly wearing an error.
Thanks for your patience over the past week — we think you'll find the new system a lot easier to live with.
New Thursday morning class schedule
The Thursday morning Thrive classes have returned to Kathryn. They are a 6:30am Thrive Spines class followed by a 7:30am Reformer class. Both have spaces available so feel free to book in if you want to kick your Thursday off with some Pilates.