Philosophy
MINDBODY is not just your vendor; we are your technology partner. We treat each of our clients as a long-term relationship, and we are committed to helping you meet your current and future business demands.
The MINDBODY Support Team is friendly, effective and available seven days a week.
Contact the Support Team in one of five ways:
- Send us an email at support@mindbodyonline.com
- Book, cancel, or view your MINDBODY training schedule online
NOTE: If your business has not yet received a login and password to the MINDBODY Support, please call or email: admin@mindbodyonline.com - Online support through MINDBODY Training Webinars. Sign up now.
- Login to your MINDBODY System and select the HELP tab:
- Chalk Talks
- Front Desk Manual
- Live Tech Support
- Recent Updates
- Training Movies
- Training Webinars
- Users Guide
- If you prefer, call us at 877.755.4279
MINDBODY Help Desk Hours: (All times are Pacific Time Zone)
- Monday—Friday 6:00 a.m. to 6:00 p.m.
- Saturday and Sunday 9:00 a.m. to 3:00 p.m.
Our European, Asian, and Pacific Rim clients may schedule evening appointments up to 11 p.m. Pacific.
Tech Support
MINDBODY Technical Support and Customer Service will:
- Provide live one-on-one startup for all clients. Most clients require 3 to 4 1-hour sessions to successfully implement their MINDBODY software, but we work at your pace. Whether you need more or less, we are happy to work with you until you are successfully using the software.
- Help troubleshoot and resolve hardware issues when hardware is purchased through MINDBODY.
- Provide additional technical support as needed. Free unlimited technical support is provided for quick questions that do not need a full hour with a trainer. We strive and staff to answer 90% of our calls in 90 seconds or less, although our wait times are often much shorter than this.
If at any time you wish to share your comments or concerns about your experience so far, please contact technical support at 1-877-755-4279 and ask to speak to a supervisor.
How to get the most out of start-up training:
Our start-up training sessions are divided into 3 phases. Each phase focuses on a different goal. The first phase is all about setting up pricing, scheduling, staffing and payroll so that you can ultimately use the MINDBODY system on a day to day basis. The second phase focuses on proper use of the software and also reviews any questions you may have from previous calls. The third phases focuses on e-commerce and consumer end use.
It is common, after your initial training appointment, to have some “homework” to do, such as building your class or appointment schedules, or setting up your staff, products and services. Like doing homework for school, your self practice between appointments will help you get the most out of your time with our technicians and trainers. If you have any questions while you are doing these post call homework tasks, please call technical support at 1-877-755-4279 for assistance. You can also email us at support@mindbodyonline.com.
When calling with questions, it is helpful to have them listed ahead of time them so that you can get your questions answered in an organized fashion. We are always working to improve our user guides and help system with movies and articles, but encourage you to take notes during training and support calls as a supplement.
Whomever is in charge of training your staff or implementing the software should be a part of all training calls. For an additional fee, we can also provide training for your staff after we train you or key managers. Ask your trainer for more information if you would like to set up a training session for staff as well.
Requirements
Online Software Browser Compatibility
Our family of online software products is fully compatible with the following Internet Browsers:
- For PC/Windows: Internet Explorer version 7.0, with latest Windows Updates applied
- iPhone owners can access their MINDBODY system using the Safari browser that comes with their iPhones. iPhone's browser must be using the factory default settings.
- For Macintosh. Mac OS X running Mozilla Firefox or Safari
- Mozilla Firefox is currently not compatible with the Thermal Receipt Printer
- Internet Explorer 5.0 for Macintosh and Netscape Navigator™ are not fully compatible with our technology, are not being kept up to date by their creators, and are not recommended for web browsing in general.
- Mozilla Firefox for Mac OS 9.0 has limited functionality, and is not recommended.
Online Scheduling & Booking (public mode) Browser Compatibility
Your clients may view and log in to your scheduling site to check schedules, book classes and make payments from any industry standard web browser with recent updates applied.
Online Scheduling & Booking
Can be accessed from any machine with access to the Internet (PC or Mac). Highspeed (Broadband) internet is recommended for Studio Mode operations.
Hardware Requirements
Small Studios with Single Location:
- Minimum: Pentium® II or equivalent 450 MHZ Processor, 128 MB RAM, 3 GB HD with 1 GB Free space on hard drive.
- Recommended: Pentium® III or equivalent 750 MHZ Processor, 256 MB RAM, 5 GB HD with 2 GB Free.
Large or Multi-Location Studios:
- Minimum: Pentium® III or equivalent — 1 GHZ Processor, 512 MB RAM, 5 GB HD with 2 GB Free.
- Recommended: Pentium® IV or equivalent, 2.0 GHZ Processor, 512 MB RAM, 10 GB HD with 3 GB Free.
NOTE: The “Recommended Computer” can now be purchased for under $600. We strongly urge studio owners to purchase new computers for their software implementation, rather than spending money and time to upgrade an older machine.
Conversions
What Are Data Conversions?
When switching to MINDBODY, you may be concerned about the information you’ve entered and saved in your original system. Don’t worry. After choosing MINDBODY, we will bring over as much information as possible.
When you decide to purchase MINDBODY, talk to your sales representative about our data conversion service. If you hire us to import the information from your old software, conversion specialists will attempt to convert all of your relevant business and client information into your new MINDBODY system.
What We Convert
We try to convert everything we can in order to save you the most time. In some cases it's best not to import certain information in order to ensure your MINDBODY system is as clean as possible but still contains what you need to operate on a day to day basis after switching software. We will help you through the process to decide what is imperative to keep and what can be left out.
- Client contact and profile information – Your clients' names, addresses, phone numbers, emails, birthdates, etc.
- Client billing information.
- Teacher and staff information – Your staff members' names, addresses, phone numbers, emails, etc.
- Retail products – We are not able to import inventory levels, but we can import the product details such as cost, selling price, barcode numbers, descriptions, suppliers, colors, and sizes.
- Service prices – We import the price and expiration details for all services you sell such as Monthly Memberships, 10 Class Cards, 5 Private Lessons, etc.
- Arrival history - Most commonly use for gyms, the arrival history lists the dates and times a client visited your facility, but does not give detail on classes attended, or staff members who provided services.
- Attendance history – Most commonly used for businesses that offer classes and appointments and wish to retain a history of these visits for their clients. This includes the dates and times visited, the staff member who provided service, the type of service, and the duration of the service.
- Current balances on account – We recommend zeroing out all balances on your current system, but if you are unable to do so, we can bring the current balance or credit over to your MINDBODY software as a single line item.
- Current remaining sessions on account – We can bring over the number of sessions or visits remaining for existing purchases in your clients’ accounts, such as 5 visits remaining on a 10 class card. After the import, when you sign a client into class or an appointment it will deduct from the imported record until no more sessions remain.
- Unredeemed gift cards – Any gift cards that have not been redeemed by the recipient can be imported into MINDBODY so that you can redeem them when the recipient shows up to use their gift.
The most common data conversions include all or some of the following information:
If you are able to export information from your old software, the easiest formats for us to work with are:
- Excel spreadsheet (.xls)
- Comma Delimited File (.csv)
- Text File (.txt) (tab delimited)
- Access Database (.mdb)
- SQL Server Backup (.bak)
- ACT! File (.pad/.dbf/.adf)
- QuickBooks File (.qbw)
If you were using one of our competitors' software applications, then all data work needed to transition into the MINDBODY system is free. Please talk to your sales rep to see if your current software qualifies for a free conversion.
If you want information imported that is not on the list above, please let us know and we will discuss those details with you during your conversion consultation. Click here to request a consultation.
See an example of how your data should be arranged
How to Get Started
- For larger competitor conversions, request a conversion consultation. Click here to fill out an informational form and have one of our conversion consultants contact you.
- If you simply want basic client information, such as names, addresses, phone numbers, emails, etc, brought over, you can email your list to conversions@mindbodyonline.com. Please provide the client list in one of the formats listed above. If you are unable to export to one of these formats, please contact us at conversions@mindbodyonline.com. We schedule all imports within 3-5 days of receipt.
We Need Your Help
We do try to convert as much as possible, but due to differences in software systems, we most often have to do a lot of what we call “clean up,” which means we do things like change field names, and the format of the data so that it is compatible with your MINDBODY system. We check our work and compare imported records with records from your old system to make sure it’s accurate, but we need your help throughout the process. There may be times we have to update or redo parts of the conversion, so please contact us immediately if something appears incorrect and we will work with you to resolve it as soon as possible.
Contact our conversion team and we will be happy to help answer your questions and guide you through the process.
1 (877) 755-4279
conversions@mindbodyonline.com
Or click here to request a consultation.
Backups
- Q. How often do you back up my data?
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A. The data for your MINDBODY system is backed up daily.
- Q. Where is the data backed up?
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A. Two copies of your backup data are saved at a secure data facility in San Luis Obispo, CA. A third backup is securely shipped to a data facility located about 250 miles away. By saving your third backup at a secure off-site facility, your information is safeguarded from a long list of nasty catastrophes.
- Q. Can I see my backups?
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A. Yes, but it’s in a read-only format, meaning that you can only see the data. You can’t make changes to it. It safely lives here.
- Q. How long do you keep my backups?
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A. We keep a backup of the last 14 days of your data. In other words, you can request your entire site to be reverted to any day’s worth of data from the last 14 days. For example, if you need your site backed up to 5 days ago, we can do it. In addition, we keep a backup of the first day of every month for the past 14 months. If you need your entire site backed up to last June, we can restore your data to June 1st of last year.
- Q. Can I store my backups at a location of my choice?
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A. If you'd like, you can receive a nightly backup of your data in SQL format for $80 a month. Or, you could set up your own server at our data center for an additional cost. This second option usually costs about $3,000 to set up and includes a monthly service fee.
- Q. How do I request my site to be restored to a backup?
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A. Call our Tech Support team at 1 (877) 755-4279.
- Q. What technically happens when a server crashes?
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A. Data Servers
All of your site’s data (e.g., tables with sales records, client information, and schedule information) is stored on a data server. If a MINDBODY data server crashes, then a live, standby data server immediately takes control of the failed server's databases (where your information lives). If this ever happens, the process of the standby server restoring service takes 2-4 minutes during which you may notice a brief “Service Unavailable” message on your site. During this process, due to our redundant server configuration, your data won’t be lost or corrupted.
Web Servers
The software that handles your site’s colors, fonts, design, and functionality is saved on a web server. When a MINDBODY web server crashes, the traffic is instantly redirected to another web server. MINDBODY has plenty of web servers. In the event that a web server crashes, the fix is instantaneous and will not result in an outage. Your data remains unharmed. And you probably won’t realize that a web server even crashed.
- Q. How else do you keep my data safe and always available?
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A. I’m glad you asked. We’re very proud of our network configuration. Our primary main data facility has multiple redundant data feeds ensuring constant connectivity to all major networks. In the event of an extended power outage, an automatic diesel generator will supply uninterrupted power for the duration of the outage. In the event of a catastrophic loss of the entire data center, a separate data center located 250 miles away hosts a complete backup of all data. A RAID system protects your data from hardware faults by mirroring your data across multiple physical storage devices. Your live and backup data is protected by the industry’s best hardware and software firewalls. Software patches and antivirus software on our servers are automatically kept up-to-date. We regularly expand our server inventory to keep each server’s CPU at a very low usage percentage. And as mentioned above, MINDBODY backs up your data daily. Not only are the backups stored in two different locations on-site; but a copy of the backups are moved off-site on a daily basis.
When you join MINDBODY, you are asked to make a leap of faith. We ask you to stop saving business data on personal computers and move it onto the internet. Many business owners don’t realize that saving data on the internet – if done correctly – is one of the safest and most accessible ways to manage data. The method MINDBODY applies to safeguarding your data is especially impressive. But for those of us who aren’t network administrators, the configuration may seem incredibly complex. To explain how MINDBODY backs up your data, we’ve answered questions below that are often asked by new clients.
Hopefully, this explanation makes our decision to store your data online easier to understand and appreciate.
Policy
Appointment Re-schedule and Cancellation Policy
Please let us know if you need to cancel or reschedule. MINDBODY™ Online reserves the right to deduct one training session from your package or charge a $50 cancellation fee (the partial value of one training session) for training appointments missed or rescheduled less than 8 business hours in advance.
Online Software Cancellation and Refund Policy
Online Software may be cancelled anytime during the first 30 days after purchase, and you will receive a refund of your setup fee and any unused months of application service and support, less direct labor costs for any hosting, training or database importation work performed by MINDBODY staff. MINDBODY currently charges $80 for remote training, $750 per day plus expenses for onsite training and $92 per hour for database importation work.
Hardware Warranty Return Policy
All hardware is warranted for a period of 30 days. If you have problems with your hardware, please contact the MINDBODY Customer Service Team for troubleshooting assistance before returning your hardware. Undamaged hardware may be returned within 30 days of purchase. A restocking fee (20% of the retail price of the hardware) will be deducted from the refund amount.
