There are just a few steps to set up yourself up in our new platform.
Once you log in to the new Haven booking platform all your existing booked classes, memberships/subscriptions and passes will be there (cool, huh?).
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*Please note, you'll need to use the same email address as your original Haven PTMinder account.
(Not sure what email you used? Check in with us: hello@havenwellness.com.au)
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OK! Let's get you set up!!
3. Add your preferred payment method
To minimise any disruption to your services, please add your payment method so we can officially cancel your recurring payments from our previous platform PTMinder. We really appreciate your prompt attention to this matter.
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Direct debit is a great way to pay - and we appreciate it as Haven absorbs all the transaction fees, and direct debit fees are rather lower - but just note that these may take 3 extra days for processing so you'll need to be confident funds will remain in your account for this period.
Credit cards can be done via the app but you'll nee to head to Momence via browser to add your bank account.
Click the link below for a 30 second instruction video (note: 'ACH' refers to BECS here is Australia - the bank account/direct debit payment method.
What we love about our new booking platform
Empower
Growth
We're still rolling out some of the features (thanks for your patience!) but some of the ways we love Momence so far...
Community + communication
We love that we can communicate with you all easily and in one place - via email, SMS and our favourite - in-app messaging. We're confident this is going to streamline the communications experience for you.
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We LOVE the Community feature, allowing us to easily keep you connected with studio news & events. Watch this going live in the coming week!
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Handy class booking features
We think it's super handy that you can now filter classes by tags such as 'Beginner Havenite', 'Regular Havenite' and 'Confident Havenite' as well as 'strength' and 'cardio', 'yoga' and 'dance', so you can find the classes that match your needs for that day!
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And best of all, you can now add your bookings to your Google Calendar!
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Resources at your fingertips
We also love that we can build a quality on-demand library for you! Our Freedom members will soon have access to their unlimited on-demand library (when it's ready you'll see it as you log in! In the meantime please continue with your regular page access), but we'll also add some helpful programs & resources for our entire community, something we can continually keep adding to! The Freedom library will be rolled out as soon as we can.
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And, it's pretty cute, right?
What's changed ?
We've transitioned to Momence with our 2024 memberships in mind for future purchases, with the 2024 pricing & 4-weekly payment cycles on memberships.
However, our current members are on a range of memberships set up from 2019- 2023! So, you'll find that as a current member, your membership may have a slightly different name - we've done that to help us identify it in our back end.
You'll notice some 'language' is different. For example, a Membership is called a 'Subscription'.
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We are introducing some changes to our Membership Guidelines (such as adjusting the pause period from 1-4 weeks, to 2-6 weeks) and whilst we hope that you as our current members will prefer these, we also appreciate that you've joined under slightly different Guidelines so we'll happily honour those too!
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You can learn a little more about these differences in the FAQs below.
FAQs
HOW DO I BOOK CLASSES?
All class bookings can be self-managed via the App as above or Website but of course we're here to help too! (You can also book casual PT sessions through Momence; Membership PT spots will be booked at the start of the membership by your trainer/admin). We encourage your to use the most efficient way to reaching us - by using the in-app messaging. It's super handy and easily accessible! However, you may also email hello@havenwellness.com.au otherwise drop us an SMS to 0483 906 922.
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WILL MY BOOKINGS BE MIGRATED OVER?
Yes! All existing bookings made in PTMinder up until January 23 will be transferred to our new booking system Momence. If they're not there immediately upon you logging in, we encourage your patience as I cast a fine eye over the Momence team's work - I'll be working closely on this all week and am here to iron out any wee kinks! Drop me a message via the in-app messaging to resolve.
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I'VE LOGGED IN BUT I HAVE QUESTIONS / I'M NOT RECEIVING MOMENCE EMAILS
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EEK MY MEMBERSHIP NAME HAS CHANGED! AND, WHAT'S A 'SUBSCRIPTION'?
We've based the main software setup on our 2024 memberships, so this means to accommodate the various memberships current folk were on, we needed to create them separately, and for ease of identification
we've labelled the older format (payment cycles, pricing) as 2021 memberships. The credits & payment cycles & renewal periods will be honoured as per your current membership. Memberships are renamed 'subscriptions' in Momence.​
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I'M NOT ABLE TO BOOK CLASSES :-(
If you're having trouble booking classes, it may be either:
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You've used your applicable credits within your current payment cycle. Not sure how your cycle runs? This will align with your payments, ie if your payment for Freedom runs on the 1st of Feb 4-weekly, you'll have 8 x credits (plus your extra virtual + open studio credits separately) to use over that 4 weeks. You can check this from a browser - here's how! Or:
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Your membership payment has defaulted. This may be due to not updating your details in Momence or insufficient funds. Your payment will rerun every 3 days for 3 attempts before you'll be unable to book.
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Something else? Please let us know and we'll get it sorted asap!
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I HEAR STRIPE WITH MOMENCE CHARGES HIGHER RATES - ARE THERE ANY TRANSACTION FEES?
That's correct - but Haven absorbs all these fees rather than passing onto you.
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WHAT ABOUT THE PRICING IN GENERAL?
Our 2024 memberships have seen a change in the payment cycle period (all now 4-weekly) and a reasonable pricing increase to help us meet our increased expenses. Many members remain on rates unchanged since 2019 so we may be reaching out to some folk - this will be a gentle invitation for your consideration in meeting us at a pricing point somewhere more aligned with the current climate, and we are more than happy to be flexible and respectful of varying circumstances and needs. We truly would like you all to feel at ease as part of Haven and this includes maintaining the right balance with maintaining feasibility and being able to look after our team & studio needs whilst ensuring your options are accessible for you. We appreciate considerations may need to be made on a case-by-case basis. Always up for a compassionate chat so please know you can reach out too if you have any concerns or queries!
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I'M HAVING TROUBLE SAVING MY PAYMENT METHOD
On occasion we have had a member have difficulty saving their preferred payment method. Momence have assured us this is not a regularity and recommend we manually update your details from the admin side, so if you're experiencing any issues here, the best thing is to let us know by SMS: 0483 906 922 or see the admin team in-studio when reception is manned so we can manually update it with you. We appreciate your understanding and apologies for the inconvenience.
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HOW DO THE PAUSES WORK?
The pause function in Momence is a little different to PTMinder. We're pleased to offer a more generous pause option for memberships of between 2-6 weeks at a time, for up to 3 times per year without fee. A 4th pause is offered with a small fee attached ($15pw for PT Memberships / $7pw on class memberships) and any further pauses may be requested but will be honoured at Haven's discretion. The membership duration will be extended (ie 'pushed back' for the duration of the pause) and the membership payment will be deducted that number of days later. *Please note that we now ask for 2 weeks notice in advance of all pauses using the Pause Request form here.
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I'M AN EP CLIENT - WHAT ABOUT MY BOOKINGS?
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