Support

Support

Question, Crisis, or Conundrum?

Don't fret. We're here to help, seven days a week. Just contact us using your favorite method below.

1. Visit the online Help Suite to access resources such as:
   • Front Desk Manual
   • Live Tech Support
   • Recent Updates
   • Training Movies
   • Training Webinars
   • Users Guide
   • Community Forums
2. Online support through MINDBODY Training Webinars. Sign up now.
3. Book, cancel, or view your MINDBODY training schedule online
   
4. Contact us by email.
5. Call us:

   Within country - dial numbers as written (no country code), within region - add country code

• US and Canada: 1-877-755-4279
• Australia: 1800-082-989
• New Zealand: 080-045-2950
• UK: 0203-514-1894
• New Local Toll Free Numbers coming soon:
  • Austria
  • Germany
  • Netherlands
  • Switzerland

If phone connection issues occur, please email support@mindbodyonline.com or use live chat to request a call back.

Worldwide Help Desk Hours: (All times are Pacific Time Zone)

• Monday–Friday 24 Hours
• Saturday and Sunday 9:00 a.m. to 6:00 p.m.

Software Implementation Training Hours: (All times are Pacific Time Zone)

• Monday–Friday 4:30 a.m. to 8:00 p.m.
• Saturday and Sunday 9:00 a.m. to 5:00 p.m.
• For additional times, please email admin@mindbodyonline.com

Training

Give a man a fish and you feed him for a day.
Teach a man to fish and you feed him for a lifetime. Chinese Proverb

Here at MINDBODY, we teach our clients to fish. We want you to feel empowered to use your software to its full potential, which is why we offer a few different options for software implementation & training for you to choose from.

(Of course, if you prefer to fish solo, you can jump right in and start learning how your software works with our online training movies.)

Smart Start

Guided do it yourself setup & training ensures you fully understand the inner workings of your MINDBODY site.

In our Smart Start training program, you will work with an Implementation Coach to ensure your MINDBODY site is set up to fit your business needs. Your coach will work with you to determine your software goals, create an implementation timeline, and walk you through your site setup processes. The Smart Start training program is included in your software purchase.

A typical Smart Start training process will look something like this:

Contact us today to book your discovery call!

• US & Canada: 877.755.4279
• International: +1.805.546.2000
• Email: admin@mindbodyonline.com
• Book online!

Jump Start

If you're short on time, let us handle your software setup for you.

Based on the unique services of your business and our knowledge of your industry's best practices, a MINDBODY product expert will quickly set up and configure your site so that you can jump right into our webinar training on how to use the software to run your business. Because, let's admit it: we're not all Do It Yourselfers, and that's okay. Jump Start is available for a one-time fee of $399.

Learn more about our Jump Start training program.

Premium Support

Work with a dedicated MINDBODY point of contact who will help you to implement your MINDBODY software and achieve your business goals.

MINDBODY Premium Support lets you foster a relationship that doesn't end with your site implementation. A Premium Account Coordinator (we like to call them PACs) will help you implement your MINDBODY software from start to finish, and then some. They give you personalized attention, help you navigate complex data conversions, alert you to software changes, resolve your support issues, and serve as a virtual extension of your tech staff. Premium support packages start at $299 a month with varied levels of dedicated support time.

Learn more about our Premium Service packages.

Who needs training?

Generally, we recommend that the business owner (and manager, if applicable) be present for your implementation training. If someone else is responsible for staff training or software implementation, they should also be present. We recommend against including your entire staff. Our everyday use webinars should be sufficient for training your staff and will help your site implementation progress more quickly.

What can you start now?

Not all MINDBODY clients choose to be trained by a member of the MINDBODY team. While our feelings might be a little hurt (we like to think we're pretty fun to talk to), we encourage our clients to check out our online training movies to learn how to setup their site. Or, download any of our industry-specific startup training guides, below. And don't worry, our self esteem will eventually recover.

• Dance
• Fitness
• Personal Training
• Pilates
• Salon
• Spa
• Yoga

Requirements

Everyone has needs. Fortunately, ours are easy.

Browser Requirements

MINDBODY's family of online software products is fully compatible with the following Internet Browsers:

• PC/Windows:
  • Internet Explorer 8
  • Internet Explorer 9 or newer


• Macintosh:
  • Latest version of Apple Safari
  • Latest version of Mozilla Firefox


• iPhones:
  • Latest Safari browser available for the iPhone. Must be using the factory default settings.

Computer Requirements

• Operating System:
  • Windows XP, Vista, Windows 7 or newer
  • Mac OS X or newer


• Hardware Minimum: Pentium 4 or equivalent 1.6–2.4 GHz Processor, 2 GB RAM.
• Hardware Recommended: Pentium Dual-Core or equivalent 2.2–2.7 GHz, 2GB RAM.

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.

Online Scheduling & Booking

You and your staff can access your scheduling site from any device with access to the Internet (PC, Mac, iPhone, iPad, etc.). Highspeed (broadband) internet is recommended for business operations. Consumers can use any industry standard web browser (with recent updates applied) to view your scheduling site and log in to check schedules, book classes and make payments.

Backups

Join us in the clouds. We've got your back.

When you join MINDBODY, you'll 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.

How often do you back up my data?

The data for your MINDBODY system is backed up daily.

Where is the data backed up?

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.

Can I see my backups?

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.

How long do you keep my backups?

We take a complete snapshot of your entire database everyday. We don't delete a snapshot until it is at least 14 days old. 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.

Can I store my backups at a location of my choice?

If you'd like, you can receive a nightly backup of your data in SQL format for $80 a month.

How do I request my site to be restored to a backup?

Call our Tech Support team at 1 (877) 755-4279.

What technically happens when a server crashes?

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.

How else do you keep my data safe and always available?

We're 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.

Policy

Plans change. Conflicts happen.

Whether you need to reschedule a training appointment, cancel your software or return faulty hardware, the policies below will show you the way.

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.

Read the full MINDBODY Software Service Agreement.