--- title: ClassPass FAQ | Walla Support Center description: classpass FAQ --- [Skip to content](https://support.hellowalla.com/classpass-faq-walla-support-center#main-content) English Show submenu for translations ![](https://support.hellowalla.com/hs-fs/hubfs/38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png?width=120&height=35&name=38f9ee9b-2f6d-4610-a5d6-e421204ef62d.png) Open main navigation Close main navigation - English Show submenu for translations How can we help you? - There are no suggestions because the search field is empty. 1. [Walla Knowledge Base](https://support.hellowalla.com/?hsLang=en) 2. [Walla FAQ's](https://support.hellowalla.com/walla-faqs?hsLang=en) October 13, 2026 # ClassPass FAQ | Walla Support Center #### Integration Setup **How do I set up ClassPass?** See Set up your ClassPass integration for step-by-step instructions, including switching your integration from another software provider --- #### Class Schedule & Pricing **Do I need to set up pricing for ClassPass?** No - pricing is handled through ClassPass. **Are appointments bookable through ClassPass?** No - only classes are bookable through ClassPass. **What does Walla send to ClassPass?** Walla shares your active class schedule, including class times, instructors, and available spots. **What causes a class to show a different name on ClassPass?** ClassPass always uses the class name from your **Services & Plans → Classes** page. Renaming a single class on your Class Schedule updates it in Walla, but ClassPass will keep showing the original name. To give a session its own name on ClassPass, such as a special event or themed class, create it as a new class under **Services & Plans → Classes**, then add that class to your schedule. **How do I prevent ClassPass customers from booking certain classes?** Which classes appear on ClassPass is managed through your ClassPass Partner Dashboard. Coordinate with your ClassPass account manager to make any adjustments. --- #### Booking Rules **Do my "Members Only" booking settings apply to ClassPass?** No - Classes set to **Bookable by: Members Only** in Walla can still be booked through ClassPass. To keep a class exclusive to your members, disable that class via ClassPass. **Do prerequisite tags apply to ClassPass bookings?** No - prerequisite requirements are not checked for ClassPass bookings. Classes that require prior experience or certification shouldn't be listed on ClassPass. **Why can't a ClassPass customer purchase my Intro Offer online?** ClassPass bookings are recorded in the customer's Walla profile. Since online Intro Offers check for any booking within the past two years, customers who've visited through ClassPass will show as ineligible. Your front desk can sell the Intro Offer directly through Point of Sale or the customer's profile. --- #### Cancellations, No-Shows, and Refunds **Do our No-Show/Late Cancel policies within Walla apply to ClassPass customers?** No - ClassPass handles all late cancels and no-shows, including any fees. ClassPass customers are not charged late fees through Walla. **Can I refund or cancel a ClassPass booking?** No - only if a refund or cancelation is required, the customer should contact ClassPass directly. --- #### Waivers and Customer Accounts **What happens when a new customer books through ClassPass?** When a customer books their first class through ClassPass, an account is created in Walla and they’re marked as an Active client. - If ClassPass doesn’t provide their name, the profile displays as “ClassPass ClassPass.” - Their communication opt-ins are turned off until they create their own profile. - If the customer already has a profile in Walla, their existing profile is used instead. **How can a ClassPass customer sign my studio's waiver?** Your studio waiver is signed through Walla. From the Check-In page, select the three dots and click **Sign Waiver**. ClassPass bookings show a **New** badge next to the customer's name on the class roster. **A ClassPass customer has a Walla account under a different email. What should I do?** First verify this is indeed the same customer. If that is the case the two accounts can be merged.   --- #### Communications **Which emails does a ClassPass customer receive from Walla?** | Communication | Sent by | | --- | --- | | Booking confirmation | ClassPass | | Cancellation confirmation | ClassPass | | 24-hour class reminder | Walla | | Schedule or instructor change alerts | Walla | | No-show or late cancel notice | ClassPass |   --- #### Reports **Why don't ClassPass cancellations appear on my Transaction Export?** The Transaction Export tracks actions and payments processed in Walla. ClassPass bookings do not involve a payment in Walla. To review ClassPass activity: - Run the **Late Cancel / No Show Report** and filter by source - Review your class rosters and attendance reports - Check your monthly payouts in the ClassPass Partner Portal - [Getting Started with Walla](https://support.hellowalla.com/getting-started-with-walla?hsLang=en#main-content) - [🤝 Onboarding](https://support.hellowalla.com/getting-started-with-walla?hsLang=en#onboarding) - [Migrations](https://support.hellowalla.com/getting-started-with-walla?hsLang=en#migrations) - [Products](https://support.hellowalla.com/products?hsLang=en) - [Branded App](https://support.hellowalla.com/branded-app?hsLang=en) - [Classes](https://support.hellowalla.com/classes?hsLang=en) - [Managing Your Studio](https://support.hellowalla.com/managing-your-studio?hsLang=en) - [Integrations](https://support.hellowalla.com/integrations?hsLang=en) - [Enrollments](https://support.hellowalla.com/enrollments?hsLang=en) - [WallaPredict](https://support.hellowalla.com/wallapredict?hsLang=en) - [Franchise Features](https://support.hellowalla.com/franchise-features?hsLang=en) - [Clients](https://support.hellowalla.com/clients?hsLang=en) - [Sales & Marketing Center](https://support.hellowalla.com/sales-marketing-center?hsLang=en#main-content) - [Sales Pipeline](https://support.hellowalla.com/sales-marketing-center?hsLang=en#sales-pipeline) - [Conditions](https://support.hellowalla.com/sales-marketing-center?hsLang=en#conditions) - [Builds](https://support.hellowalla.com/sales-marketing-center?hsLang=en#builds) - [Google and Meta Integration](https://support.hellowalla.com/sales-marketing-center?hsLang=en#google-and-meta-integration) - [Journeys and Audiences](https://support.hellowalla.com/sales-marketing-center?hsLang=en#journeys-and-audiences) - [Virtual](https://support.hellowalla.com/virtual?hsLang=en) - [Payments](https://support.hellowalla.com/payments?hsLang=en#main-content) - [💰 Payments](https://support.hellowalla.com/payments?hsLang=en#payments) - [Walla App](https://support.hellowalla.com/walla-app?hsLang=en) - [Packs & Plans](https://support.hellowalla.com/packs-plans?hsLang=en) - [Appointments](https://support.hellowalla.com/appointments?hsLang=en) - [For Studio Clients](https://support.hellowalla.com/for-studio-clients?hsLang=en#main-content) - [Using the Walla App](https://support.hellowalla.com/for-studio-clients?hsLang=en#using-the-walla-app) - [Your Walla Login](https://support.hellowalla.com/for-studio-clients?hsLang=en#your-walla-login) - [Using Walla Widgets](https://support.hellowalla.com/for-studio-clients?hsLang=en#using-walla-widgets) - [Staff](https://support.hellowalla.com/staff?hsLang=en) - [Reports](https://support.hellowalla.com/reports?hsLang=en) - [Client Communication](https://support.hellowalla.com/client-communication?hsLang=en) - [Memberships](https://support.hellowalla.com/memberships?hsLang=en) - [Walla Websites](https://support.hellowalla.com/walla-websites?hsLang=en) - [Walla FAQ's](https://support.hellowalla.com/walla-faqs?hsLang=en) - [Walla Customer Service](https://support.hellowalla.com/walla-customer-service?hsLang=en) - [Walla Subscription](https://support.hellowalla.com/walla-subscription?hsLang=en) - [Merchant](https://support.hellowalla.com/merchant?hsLang=en) - [Widgets](https://support.hellowalla.com/widgets?hsLang=en) - [Retention Suite](https://support.hellowalla.com/retention-suite?hsLang=en) [![walla-logo-120px](https://support.hellowalla.com/hs-fs/hubfs/walla-logo-120px.png?width=120&height=35&name=walla-logo-120px.png "walla-logo-120px")](https://www.hellowalla.com/) [mailto:support@hellowalla.com](mailto:support@hellowalla.com) Copyright © 2026, Walla Software