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Class Plan Booking Rules for Recurring Plans | Walla Support Center

My client is unable to book an upcoming class. What happened?

When a client can't book a class, the cause is usually one of the booking rules tied to their recurring plan or the class type settings. This guide covers each rule so you can quickly find the one that applies.

Class booking window 

The booking window controls how far in advance client can book a class.

  • Set by class type: Each class type has its own booking window, which can be set anywhere from 1 to 90 days in advance.
  • Client rules: Clients can only book classes that fall within the booking window.
  • Staff override: Staff can override the booking window.
  • Early Booking for membership tiers: If a client's membership tier includes Early Booking, those days are added to the class type's booking window. For example, a 30-day booking window plus 60 days of Early Booking lets that client book 90 days in advance.

Tip: If a client can't book a class, check the booking window on that class type first. 

Recurring plan rules 

Limited recurring plans 

Client can book classes using their limited recurring plan through the end of their current billing cycle plus the next two cycles.

Each time a payment processes, the next cycle is added, so the furthest bookable date moves forward one cycle at a time.

Example: A client's plan renews on the 15th of each month. As of October 10, they can book through December 14 (the 9/15, 10/15, and 11/15 cycles). Once their October 15 payment processes, the 12/15 cycle is added, and they can book through January 14.

How this works with the booking window: A client can book a class only if it falls within both their plan's available cycles and the class type's booking window. Whichever limit comes first applies.

Unlimited recurring plans 

  • Non-auto-renewing: Clients can book through the end of the plan commitment or the booking window, whichever comes first.
  • Auto-renewing: Clients can book beyond the plan's commitment period, as long as the class is within the booking window.

Passes and billing cycles 

On limited recurring plans, each billing cycle has its own set of passes.

  • Booking into a future cycle: When a client books a class that takes place in an upcoming billing cycle, a pass from that cycle is used. When the new cycle starts, they'll have fewer passes available.
  • Running out of passes: If a client has used all the passes for a cycle, they'll be prompted to pay the drop-in rate for any additional classes in that cycle.

Plan start and expiration dates 

  • Clients: Clients can't book classes before their plan's start date. Once the plan is active, they can book any class before the expiration date.
  • Staff: Staff can book clients into classes before the plan's start date, but the start and expiration dates won't adjust automatically. Staff will need to update those dates manually.

Failed payments 

When a client's payment fails:

  • New bookings: Neither the client nor staff can use the plan to book new classes until the failed payment is resolved.
  • Existing bookings: Classes already booked are not canceled.

    • 📢 Pro tip: Since existing bookings are not canceled automatically, consider adding your studio’s policy on unpaid bookings to the Purchases notification (“Sent when a client’s CC fails”) in Transactional Notifications. That way, clients know what to expect as soon as their payment fails.

  • Resolution: The client can update their payment method in the widget to continue booking.

Plans that start on first visit or first payment 

Starts on first visit 

Clients can't book a class earlier than their scheduled first visit. Staff can override this, but will need to manually adjust the plan's expiration or payment dates.

Example: If a client's first visit is scheduled for July 1, they can't book a class before that date, but staff can book one for them.

If the client hasn’t started the plan by its “no later than X days” date, the plan starts automatically on that date. Billing and any commitment term start from then.

Starts on first payment 

Clients can't book classes before the plan's start date. Once the first visit is booked, the start date can't be changed.

Example: If the plan starts on March 1, the client can't book any classes before that date. The start date stays locked even if the first visit is canceled.

Staff overrides

Staff can book client into classes outside of some client booking rules, such as the booking window or the plan's start date. When a booking works from the front desk but not from the widget, a client booking rule is usually the reason.