Thinking of Leaving Walla? Let’s Talk First.

If you’re reading this, something might not be working — maybe you’re frustrated, overwhelmed, or thinking, “What if we just switched platforms?” We see you.

It’s easy to wonder if the grass is greener elsewhere, especially when things feel clunky or unclear. But before you pack your bags, we’d love a chance to talk.

Sometimes it’s a missing feature, a workflow hiccup, or just not feeling like the right fit. Whatever it is, we’re here to listen. Let’s see if there’s a better way forward — together.

If you’re still ready to go, we’ll make sure your exit is smooth, clear, and (ideally) free of last-minute stress. This guide walks you through every step of the offboarding process.

📩 Start Here: Notify Support

To begin the offboarding process, send an email to [email protected] with the following:

The date you’d like to end service
Why you’re leaving (migrating to a new platform, closing your doors, etc.)

We require at least 30 days’ notice. Once we receive your message, we’ll create a Walla Exit Ticket — your dedicated space for all offboarding updates and coordination.

🔑 Steps to Officially Initiate Your Walla Exit

Confirm Your Final Billing Date

Calculated based on your 30-day notice
We’ll confirm this and whether you're still under contract
Sent to: [email protected]

Confirm Your Final Site Access Window

Access to your Walla site continues for 30 days after your final billing date
Client data remains available for an additional 30 days (60 total)

Coordinate Credit Card Migration (if applicable)

If you need to migrate client credit card data:

Walla Support will loop in our Data Migrations team
We coordinate directly with your new processor
💳 No cost for credit card migration

🗓 Exit Timeline Overview Steps	Timing
Send Notice to Walla Support	≥ 30 days before cancellation
Final Billing Date	Confirmed by our Billing Team
Site Access Ends	30 days after final billing
Client Data Cleared	60 days after access ends
Recurring Billing	You must stop this manually
Service Stop Date	You control when services are removed from Walla
Data Migration (if needed)	Coordinate with us in advance

💳 Migrating Credit Card Data?

If you're moving to a new platform and need to migrate stored credit card data:

Let Walla Support know
We’ll coordinate with your new processor via our Data Migrations team
There’s no cost for migrating payment data

All other data exports are your responsibility unless you opt into the paid service.

🗓️ Review Our Site Closure Guide

As the account owner, you’re responsible for completing all steps listed in the Site Closure Guide found at the bottom of this article.

🔐 Account Closure Responsibilities Summary

You are responsible for:

Notifying Walla Support (30+ days' notice)
Coordinating your exit timeline
Managing final billing
Initiating any credit card migration
Canceling/deleting client-facing services:
- Classes
- Appointments
- Enrollments
- Plans/subscriptions
Deactivate plans to prevent purchases
CANCELLING CLIENT RECURRING PAYMENTS
Turning off marketing automations and communications
Canceling integrations
Coordinating branded app/website shutdown
Exporting necessary data and reports

⚠️ Heads up: We don’t automatically stop payments, cancel services, or export data for you unless you opt into the Paid Data Export Service.

📌 Stay in Touch Through Your Exit Ticket

Once your cancellation is submitted, we’ll create a Walla Exit Ticket. This becomes your central hub for coordination, questions, and updates.

Use it to:

Ask questions
Confirm timing
Coordinate steps with Support

📋 The Site Closure Checklist

Below are the required actions to fully close down your Walla site. You are responsible for completing each step.

✅ Cancel Scheduled Classes

You must cancel or disable all future class bookings:

Option 1: Cancel all future classes

Go to Classes
Click into a class tile > Schedule tab
Select an upcoming instance > Manage Schedule
Choose Cancel All from a specific date forward

Option 2: Deactivate the class type

Go to Classes
Click the three dots on a class tile > Deactivate

Option 3: Hide class from online booking

Go to Classes
Select a class instance > Manage Schedule > Edit All
Choose Change all other settings
Uncheck Visible to the Public

✅ Remove Appointments from Online Booking

To prevent clients from booking appointments or purchasing single sessions, you have two options:

Option 1: Unlist Appointment Types
Remove visibility from each appointment type so clients can no longer see or book it.

Go to Appointments
Click the three dots next to an appointment > Edit
Scroll to Booking Settings > Edit
Uncheck Visible to Public
Repeat for each appointment

Option 2: Add Schedule Blocks
Prevent booking by blocking off staff calendars starting the day after your final day.

Go to Appointments > Schedule
Select Add Calendar Event
Choose Add Block
Repeat for each staff member you wish to block availability for

✅ Cancel Enrollments

Deactivate or hide enrollments:

Go to Enrollments
Click the three dots > Edit
Cancel all enrollment schedules
Return to Enrollments main page > click three dots > Deactivate

✅ Prevent New Plan Purchases

To stop clients from purchasing new plans:

Go to Plan Management > List View
Click into each plan
Uncheck List Online
Click Save
Repeat for all active plans

ℹ️ This does not affect any plans that have already been sold — only prevents new purchases.

✅ Turn Off Client Transactional Communications

To disable automated emails and texts to clients:

Go to Business Settings > Transactional Notifications
Uncheck all Email and SMS boxes
Click Save

🔕 This stops appointment confirmations, reminders, receipts, and other automated messages from being sent.

✅ Turn Off Marketing Automations

If you use Journeys and have Marketing Suite, these automations may be sending to all locations — you’ll need to turn them off in two places.

For Your Journeys (location-owned or franchise owned):

Go to Marketing Center > Journeys
Under the Your Journeys tab, locate any active journeys
Use the toggle to turn off each enabled journey

For Corporate Journeys (corporate owned):

Go to Marketing Center > Journeys
Switch to the Corporate tab
Click the edit pencil on each journey tile
On the location selection pop-up, uncheck the box next to the location
Click Save

🛑 Make sure all automations are turned off to avoid post-exit client communications.

✅ Disconnect Meta Lead Forms

Make sure your Meta (Facebook) Lead Forms are no longer sending leads to Walla.

Go to Marketing Suite
Select Manage under the Meta integration
Click the circular arrows icon to access syncing settings
A pop-up will appear — uncheck all connected assets
Click Continue to save your changes

✅ Stop Recurring Plan Payments (⚠️ This is Extremely Important)

To avoid unintended charges after your exit, you must stop all recurring plan payments. Walla does not cancel plans on your behalf.

You are responsible for canceling each client’s plan manually:

Search for a client > go to Profile > Overview
Click the three dots on their plan > Cancel
Repeat for each client individually

⚠️ If plans are not canceled, clients will continue to be charged — even after your site is no longer in use. Failure to cancel recurring plans will result in client chargebacks, which you are fully responsible for. These cannot be reversed by Walla.

Suggested Reports to Help:

Report Center > Plans > Active Plans
Report Center > Financials > Recurring Plan Payments

🚨 This step is mandatory. Recurring billing does not stop automatically — and we cannot retroactively prevent charges.

✅ Cancel Integrations

Each integration must be canceled individually — Walla cannot do this on your behalf.

ClassPass

Contact ClassPass directly and let them know you’re migrating
They will provide a new API key for your next platform
After your exit, Walla will disconnect ClassPass from your site

Wellhub (formerly Gympass)

Contact Wellhub to inform them of your migration
They will issue a new API key for your new provider
Walla will disconnect Wellhub from your account after your exit

Zoom

Go to Business Settings > Livestream Settings
Select Manage
Remove your connected Zoom accounts

🔌 Don’t forget: These connections remain active until you disable or notify the third party. Walla cannot cancel external subscriptions for you.

✅ Remove Widgets

Delete all embedded Walla widgets from your website
Cancel or hide services within Walla to fully prevent booking.

✅ Export Gift Up! Reports

If you’ve used Gift Up! to sell digital gift cards through Walla, you'll need to export data directly from your Gift Up! dashboard. There are two key reports to pull:

Export Gift Card Account Balances

Export a list of all outstanding balances for gift cards issued through Gift Up!.

Log in to your Gift Up! dashboard
Go to the Gift Cards or Customers section
Filter for gift cards with unused or remaining balances
Select Export (CSV or Excel)

This ensures you have a record of any active balances to reconcile before closing out.

Export Gift Card Sales Report

Pull a full record of gift card sales for your records.

In your Gift Up! dashboard, go to the Reports section
Choose Sales Report
Select your desired date range (e.g. last 12 months or YTD)
Click Export (CSV or Excel)

This report includes sales volume, revenue, and gift card usage metrics — helpful for financial wrap-up or accounting.

Optional Add-Ons to Disconnect (If Applicable)

These steps only apply if you’ve enabled the following features during your time with Walla:

✅ Shut Down Your Branded App

Let Support know your preferred shutdown date
Cancel your Apple Developer Account (if applicable)
Want to keep just the Walla-built website? Ask Support about adjusted pricing options

✅ Turn Off Walla Websites

Notify Support of the date you'd like your Walla-built website unpublished
Update your DNS records with your domain provider — Walla does not own or manage your domain

📊 How to Use Reports to Stay On Track

As you work through your offboarding steps, Walla’s built-in reports can help you stay organized, catch what’s still active, and avoid any surprises. Here's how to make the most of them:

Recurring Plan Payments Report

Location: Report Center > Financials > Recurring Plan Payments

Displays all scheduled future recurring charges.
Once a client’s plan is canceled, it will no longer appear in this report.
Use this report to verify that all recurring charges have been stopped.

Active Plans Report

Location: Report Center > Plans > Active Plans

Filter by “Active Plans” to view all currently running plans.
This report is useful for working through cancellations in bulk.
Use it in combination with client profiles to ensure full plan deactivation.

Upcoming Bookings (Classes) Report

Location: Report Center > Classes > Upcoming Bookings

Export this report to see all future class bookings.
Important: These bookings are not included in the standard Data Export.
If you need to reference future visits or refund clients, export this manually.

Upcoming Bookings (Appointments) Report

Location: Report Center > Appointments > Upcoming Appointments

Export this report to see all scheduled client appointments.
Like class bookings, upcoming appointments are not included in the standard export — this must be pulled separately.

Account Balances Report

Location: Report Center > Clients > Account Balances

Use this to track remaining client balances, credits, or gift card values.
Helpful for final billing reconciliation and avoiding leftover client funds.

📦 Export Your Data

You are responsible for exporting any data you wish to keep. A paid export service is available upon request.

Recommended reports to export:

Payroll
Sales (Cash Basis)
Retail
Payouts
Transactions
Gift Card Sales
Account Balances

Walla Subscription Exit