Help with Acuity

On this page we troubleshoot common problems and answer frequently asked questions about the new booking system.

If we haven't solved your problem, email us at enquiry@pilatesplace.org

TROUBLESHOOTING

1. How to log in

We have added a bigger, brighter “log in” button on the home page and
another on the booking page  . . .  or click this button on the right -->

If you can’t log in:

  • Did you successfully register?

    • Check your spam / junk folder to see if you got an email confirming your registration.
       

  • Are you are using the correct email/password combination?

    • Check your internet browser’s “autofill” is not putting in the wrong details by mistake.


 

2. How to register for an account

Unfortunately, it is not possible to register for an account outside of making a booking. The video above will guide you through the process of registering.


 

3. How to book more than one class at a time
 

Would you like to book several classes at different times each week? Skip to 1:10 in the video to watch a demonstration.

  1. Go to www.pilatesplace.org/book

  2. Select what you would like to book - e.g. “Book Live-Streamed Classes” or "Book Reformer Classes"

  3. Click “Any available”

  4. Choose the class you want to book using the calendar/timetable

  5. Click “Add a time”

  6. Now you can repeat the process to book multiple classes

  7. Click “Continue”
     

Do you want to book the same class every week? Skip to 1:39 in the video above to watch a demonstration.
 

  1. Go to www.pilatesplace.org/book

  2. Select what you would like to book - e.g. “Book Live-Streamed Classes” or "Book Reformer Classes"

  3. Click “Any available”

  4. Click the first class you want to attend and then click “Recurring”

  5. Use the options to select how many weeks you want to attend the same class

  6. Click “Add Recurring Times”

  7. Now you can repeat the process to book multiple classes

  8. Click “Continue”

 


4. How to see your bookings

You can do this in 2 ways.

  1. Log in, and you should see your information in a pale green box at the top of the page.
     

  2. Check your emails. You will receive a confirmation for each booking.
    a. Can’t see the emails? Check your spam / junk folder. Emails from Acuity have a tendency to go there.
    b. Still can’t find them? Log in to check your bookings.
    c. Can’t log in? Refer to 1. How to log in.
    d. Still no luck? Email us.

 

5. How to join a Live-Streamed Class

We have changed our approach to limit the numbers per class, which means you need to book each Live-Streamed Class you want to attend.


You will receive email reminders for all the classes you have booked. In each reminder you will see a Zoom link that looks something like this. Simply click that link a few minutes before your class is scheduled to begin.

6. How to book without paying again
If you have already paid for a Monthly Subscription or you have a MyTime Membership you definitely should not need to pay again when booking.


At the bottom of the “Your Information” page, there will be a button that says “Redeem Package” and underneath, it will say “There is a code you can redeem for this appointment, did you want to redeem it?”


If you click that button, a text box will appear. Enter your email address there. It will recognise you and apply your subscription to the booking. (You can also enter the “certificate” or “code”, if you know it, but your email address should work.)

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7. It's charging me too much for my booking! What's gone wrong?

In this booking system, you should buy your package before you make a booking.

For example: If you want six Xpress Reformer Classes, it should cost £90. But, if you book these classes first, and then go to make a payment, the system will try to charge you for 6 classes at the "per class" rate of £20 each = £120.

 

Buy your chosen package first, and then you will be able to book your classes after you have paid.

Go to www.pilatesplace.org/book, then click "Pay for Classes" and select the package you wish to purchase. On the payment confirmation page, you will see a link to schedule an appointment.

The same applies to MyTime Memberships and 1-to-1 Pilates Lessons: pay first, book second.

If you are a returning customer, please remember to log in before you book.

 
 
 
 
 
 
 

8. Why do I have to re-enter my information and answer the health questionnaire again?

 

If you've registered for an account, make sure you Log In before booking.

If you haven't registered, when you book you will have to enter all your details and answer the health questionnaire.

Unfortunately there is no way around this, as we need your information on file.

To ensure that you do not have to repeat this every time you book, please Register for an Account after you make your next booking.

NB. There is no way of registering for an account without making a booking.

Registering for an Account:

After completing your booking you will go to a confirmation page that looks like this.

 

VERY IMPORTANT: Click "Register for an Account" on the booking confirmation page.

Set a password and tick the box to agree to our terms and conditions (these have not changed).

Finally, click "Sign Up".

You will receive an email confirming that you have registered for an account.

NB. If you have not set a password in this manner then you haven't registered, even if you have made payments and bookings.

If you have successfully registered, you will see a confirmation at the top of the page in a green box.

SECURITY: Remember to log out once you have finished. You will find the "Log Out" button on the right of the page.

9. I have a subscription, but I can't book... why?

Classes and appointments can be booked online for the dates between each subscription payment is taken. 

 

Eg.: if you start your subscription on 15 November, you will be able to make bookings between 15 November and 15 December. When you make another subscription payment on 15 December, you'll be able to make bookings until 15 January, and so on.

If we haven't solved your problem, email us at enquiry@pilatesplace.org