Loyalty Program 

Overview

Walla's Loyalty Program helps studios increase client engagement and retention by rewarding members for the actions that matter most — checking into class, referring friends, hitting visit milestones, and more. You can configure how clients earn points, create custom rewards, monitor program performance, and manage settings, all from a centralized Loyalty dashboard.

Why It Matters

Many studios manage loyalty programs manually with punch cards, spreadsheets, or staff memory, which makes them hard to scale and even harder to measure. Walla automates point tracking and reward eligibility while giving you full control over how the program is configured — helping you encourage repeat visits and strengthen long-term retention.

📹 How to Set Up the Loyalty Program (Video Walkthrough)

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Getting Started: Activating Loyalty

1. Go to Marketing > Loyalty.
2. Review the program terms, then click Activate Now.
3. Once activated, you'll be billed on a recurring monthly basis and dropped into your new Loyalty dashboard, starting on the Settings tab.

Note: You can disable Loyalty at any time from the Settings tab. Disabling immediately removes client access and stops future monthly billing — no refunds or credits are issued for partial billing periods.

The Loyalty dashboard has four tabs: Overview, How To Earn, Rewards, and Settings.

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Overview Tab

The Overview tab gives you a real-time snapshot of your program's health.

Here you can:

• Filter by location using the location dropdown (or view data across All locations).
• Track key metrics:
• Participants – all clients with a point balance, including inactive clients.
• Active Participation – the percentage of active clients who earned points in the last 30 days (excludes inactive clients).
• Points Outstanding – total unredeemed points across your program, along with their dollar value.
• Review Top Earning Actions from the last 30 days, so you can see which activities are actually driving engagement.
• See program health insights and recommendations (for example, suggestions to add a lower-cost reward or adjust redemption thresholds) to help you fine-tune the program over time.

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How To Earn Tab

Use this tab to decide exactly how clients earn points.

Tip: To turn any earning action off, set its point value to 0. Clients won't earn anything for that action going forward, but previously earned points stay intact.

Earn for Standard Actions

Everyday client activities that earn points automatically:

All standard actions default to 0 points when you first activate Loyalty, meaning nothing is earned and the action won't appear in the client mobile app until you assign it a point value.

Earn for Referrals

Configure how clients earn points for referring others:

• Referral completion: When a new client checks in to their first class, Walla checks the referral field on their profile. If a referrer is listed, that referrer earns the configured points.
• Active & Scheduled Referral Program Campaigns: If you're running referral campaigns through Walla's Referral & Rewards system, active and upcoming campaigns display here so you have full visibility into how referrals are being rewarded. Referral completion points and referral campaign points can run at the same time, meaning a referring client could earn points from both sources.

Earn for Visit Milestones

Reward clients for reaching visit-count milestones. For each milestone, choose whether it counts class check-ins, settled appointments, or both.

• One-time milestones fire once at a specific visit number and can stack — for example, award 10 points at 10 visits and 10 points at 50 visits.
• Recurring milestones repeat at a set interval — for example, award 10 points for every 10 visits. Only one recurring milestone can be active at a time, but you can run it alongside as many one-time milestones as you'd like.

Click Add New Milestone to create additional one-time milestones.

ClassPass Check-ins

Standard actions and referral completions can each be individually excluded from ClassPass bookings (look for the CLASSPASS EXCLUDED tag). This is separate from the global ClassPass toggle available in Settings — see below.

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Rewards Tab

Create and manage everything clients can redeem their points for.

• Click Add a Reward to open the Create a Reward modal.

• For each reward, set:
• Reward name (e.g., Towel, T-Shirt, Free Class)
• Category — supported categories include Plans, Retail, Appointments, Classes, Enrollments, and Fees
• Points required to redeem
• Rewards are listed for clients in the mobile app in order of points required, lowest to highest.
• Use the edit (pencil) or delete (trash) icons next to any reward to update or remove it.
• There's no limit to how many rewards you can create.

Tip: Create at least one reward members can reach within 2–3 weeks of regular attendance. That first redemption is what turns the program from an abstract point balance into something clients feel is worth pursuing.

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Settings Tab

Manage the overall configuration of your Loyalty program.

• Enable/Disable Loyalty: Toggle the program on or off. Disabling immediately removes client access and stops future billing (no partial refunds); turning off all locations does not disable the feature itself.
• Participating Locations: For multi-location businesses, choose which locations participate — either toggle Enable all locations or select specific ones individually.
• Only check-ins and purchases at a participating location earn points.
• Clients can redeem rewards at any participating location, regardless of where the points were earned.
• Point balances are stored at the business level, so a client's total balance is visible across every participating location.
• Points are never clawed back if a location later opts out of the program.

• Points Expiration: Choose whether points expire, and if so, after how long (e.g., 12 months). Expiration is tracked on a rolling basis by when each point was earned — so if a client earned points 11 months ago, those points are still valid, while points earned 12+ months ago expire.
• Admins can also manually set a specific expiration date if needed.
• Exclude ClassPass Check-ins: Toggle whether ClassPass clients earn points for class check-ins. When enabled, ClassPass clients won't earn check-in points but will still earn points for all other actions (referrals, milestones, etc.).
• Dollar Value Per Point: Set the monetary value assigned to each point (e.g., $0.05/point means 500 points = $25 value). This value is reflected everywhere points are displayed across the product, including the client mobile app.
• Recommended sweet spot: 1–2% effective back rate. Below 0.5%, clients tend to disengage before ever redeeming; above 5%, margin risk increases significantly.

Reminder: For Loyalty to appear in the client mobile app, three things must be true: (1) Loyalty is enabled, (2) at least one location is participating, and (3) at least one "How to Earn" action has a point value greater than zero.

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Managing Rewards from a Client's Profile

Staff can view and manage an individual client's loyalty activity directly from their client profile, under the Rewards tab.

From here you can:

• View the client's current Points Balance.
• Add or Subtract points manually (for example, to issue a one-off bonus or correct an error).
• View Available Rewards the client currently has enough points to redeem, and click Redeem:
• Redeem (deduct and take action): Deducts the required points and routes you through the checkout flow to complete the redemption (e.g., ringing up the towel or applying the free class).
• Deduct only: Deducts the points without walking through checkout — use this when you're fulfilling the reward outside of Walla (for example, manually issuing a comp pass on the client's profile).
• Review the full Reward History for the client, including totals for points Earned, Redeemed, and Expired, plus a detailed log of every earn, redemption, expiration, and manual adjustment with date, activity, type, points, and running balance.

This gives staff complete control over reward fulfillment while maintaining a full audit trail of point activity.

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The Client Experience

Once Loyalty is enabled with at least one earning action and one participating location, the program becomes visible to clients in the Walla mobile app. There, clients can:

• View their current point balance.
• See which actions earn them points.
• See how many points they still need to reach a specific reward.

When a client is ready to redeem, they can bring their point total to the front desk, and staff can complete the redemption from the client's profile as described above.

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Frequently Asked Questions

Do points expire? Only if you've configured an expiration period in Settings. Expiration is rolling — points expire individually based on when they were earned, not all at once.

Can I run more than one recurring visit milestone? No — only one recurring milestone can be active at a time, though you can combine it with any number of one-time milestones.

Can a client earn points for both a referral completion and a referral campaign? Yes. Referral completion points (via the "How to Earn" tab) and active referral campaign points (via the Referral & Rewards system) can run simultaneously.

What happens if a location stops participating? Clients keep any points they've already earned — points are never clawed back when a location opts out.

Do ClassPass bookings earn points? By default this is configurable both globally (Settings) and per earning action (look for the CLASSPASS EXCLUDED tag on individual actions).