You're on the other side now but that doesn't mean you're smooth sailing just yet. ⛵️ Here are some common issues that come up post migration and how to resolve them so you can keep on doing what you do best!
A client did not receive the Welcome Email
If the Welcome Email was not received, this could mean that the email is in a client's spam/promotions folder or that they were not eligible for the Welcome Email.
To help your client get logged in, go to their Client Profile > Contact Info > Email and click "resend email" if the option is available. If the option is not available, click the green Actions button in their profile and choose "send password reset link."
A client account did not migrate over
This usually occurs when a client was sharing an account (email) with another client or was missing an email in your previous software.
To reconcile, create a client profile in Walla or direct the client to your website to have them create an account.
The email for a client is incorrect
If a client had the incorrect email on file in your previous software and they did not accept the invite to finish creating their account, you can edit their email under Client Profile > Contact Info > Email
If the client already accepted the invite and set a password, they can change their email on file from the widget.
My client is missing a plan or has the wrong plan
This usually occurs due to a Plan Map error where the originating plan was skipped. This can also happen when a client's previous plan doesn't appear in the exported data as active.
Alternatively, if a client didn't have an autopay in the last 30 days, they may not be captured in the Auto-Pay Detail reporting (typically in MBO migrations).
To resolve this, you will sell the missing plan at a 100% discount and adjust the client's next bill date, expiration date, and remaining number of passes as needed.
Note: a credit card is required to sell an auto-renewing plan. If your client is missing their card information, you can contact them to collect it, ask them to add it to their account in Walla, or wait until your credit card sync is complete (if applicable).
Comp Passes can be granted to cover any gaps and ensure clients can continue to book while you are getting their account updated.
If there are many incorrect or missing plans, Data Migrations can conduct a reimport of the missing plans*
My client cannot book class
This usually occurs when the class-to-plan relationship is not configured correctly. View these settings in the Plan Management page > Set Class to Plan Relationships tab.
This can also happen when your client is missing their plan (see above). If you are waiting for a reimport of missing or incorrect plans, we recommend issuing comp passes to allow your clients to book while their plans are reimported.
My client's plan has an incorrect next payment date
If a date isn't lining up, it is typically based on the data provided to us which may be incorrect due to a previous pause or billing error. You can update the client's upcoming bill date using the Edit Payment Date Tool within the client's Plan Details to the adjust billing cycle.
Note, this does not apply to plans configured with a 4-week billing cycle. To resolve this, you need to cancel and resell the plan on the date they are supposed to bill next.
There isn't a plan to change my client's Migration Pass
This is usually because the client's booking in your previous software was made using a drop-in or a limited class plan which is now depleted. In this case, you do not need to change the pass as it was paid for prior to migration.
Note: Migration Passes are considered Comp Passes. Check your Bonus Pay settings in the Business Settings > Payroll Settings page to see if Migration Passes will affect your Payroll reporting. You may have to manually calculate your payroll for the the first pay cycle after migration if comp passes do not count towards headcount.
Alternatively, the client plan could be missing for the reasons listed above.
My client is missing visit history
If they have multiple MBO accounts, historical data could be spread across two or more accounts.
Missing visit data in the reporting.
Filter settings in previous software not set so potentially leaving out specific data (etc. showing classes only - not appointments)
To resolve, Data Migrations can supply a spreadsheet for you to add the missing visits*
Payment recorded in previous software but failed in Walla
This typically happens when auto-pays were not disabled in your previous software or your credit cards haven't migrated in.
To ensure you are not double charging your clients once credit cards are sync'd, delete all autopays in previous softwares according to your Billing Adjustment Period.
To resolve this issue, cancel the failed plan on the client's account in Walla and resell them a new plan at a 100% discount. Then, adjust the future payment date to align with their previous billing cycle.
Once your migration is complete, Walla’s Data Migrations team can provide post-migration support for up to 3 business days (pending availability). For the fastest resolution, please email [email protected] with specific examples of the clients affected.
After the 3 business day support window, any reimports or additional fixes will be reviewed and handled at Walla’s discretion.