Communications

Send announcements to your members, understand email credits and know what ClearGym emails on your behalf.

Email Broadcasts

Send an announcement or update to your members. Broadcasts are for the owner and managers: open Broadcasts in the main menu.

Sending a Broadcast

Select New Broadcast
Type a Subject
Choose Send To (see below). ClearGym shows the number of recipients, the credits needed, and who is left out and why
Write your message in the editor. It offers bold, italic, underline, numbered and bulleted lists and links
Select Send Broadcast. A box asks whether to send to that number of members; select Send broadcast to confirm, or Go back

Sent straight away: A broadcast goes out as soon as you confirm and cannot be undone. There is no draft, schedule or preview, so read it through first.

Who You Can Send To

All Members: everyone with a verified email address
Members with Active Subscription: members who pay for a plan, including members whose membership is paused
Members without Subscription: members with no active subscription, such as trial members or expired subscriptions
Members on Specific Plan: members on one membership plan you choose

Some members are left out automatically: those with an unverified email, those who have unsubscribed, those whose email bounced or who marked a broadcast as spam, and those with no email address.

What Members Receive

Each email shows your gym's name at the top and your message. The footer has your gym's name and contact details, the line "Sent via ClearGym", a link to the privacy notice and an Unsubscribe from broadcast emails link. Replies go to your gym's contact email.

Email Credits

Every gym includes 5,000 broadcast emails a month. Credits cover anything beyond that.

One email to one member uses 1 free email, or 1 credit once your free emails for the month have run out
Sending to 100 members uses 100 free emails
Your free emails reset on the 1st of every month
Credits never expire

Included: The 5,000 free emails come with the ClearGym subscription, enough for several broadcasts to all your members.

Note: Only broadcasts use free emails or credits. Booking confirmations, reminders and other automatic emails never do.

Checking Your Balance

The Email Broadcasts page shows how many free emails are left this month and your credit balance. The same figures appear when you write a broadcast.

Buying Credits

Select Buy Credits on the Email Broadcasts page
Choose a pack and select Purchase Credits
Pay by card through Stripe. The credits are added as soon as the payment goes through

If a broadcast needs more than your free emails and credits cover, ClearGym says how many more credits you need and links to the packs.

Seeing How a Broadcast Went

Select a broadcast on the Email Broadcasts page to open it. You see:

Total Recipients, Successfully Sent, Failed and Credits Used (with the free emails it also used)
The message, and who it was sent to
A list of every recipient with a status of Sent, Failed, Bounced or Pending

ClearGym does not report opens or clicks.

Automatic Emails

ClearGym also sends emails by itself when something happens. They show your gym's name and contact details, and they never use free emails or credits.

Bookings: confirmation, cancellation, a reminder the day before a class, a class cancelled or changed, a place offered or a waitlist promotion, and an unpaid booking released
Payments: receipts, a failed payment, a refund, a dispute (to the owners), and notice of a plan price rise or a correction
Membership: pause notices, household requests and payment changes, and training plans sent to a member
Account: invitations, welcome, email change and password reset
Health forms: the annual health review reminder and a new waiver to sign

Member Email Preferences

Members choose what they receive. A member opens Notifications in their menu:

Account and security emails: always sent. This covers welcome and invitation emails, password resets and payment failure alerts
Payment receipts: receipts and subscription confirmations
Newsletters from your gym: your broadcasts
Class reminders: a reminder the day before each class they are booked into

Anyone can also unsubscribe from broadcasts with the link in the email, and turn them back on in Notifications.

Bounced and Blocked Addresses

ClearGym stops sending to an address that cannot receive mail, so your sender reputation stays healthy.

Permanent bounce (the address does not exist): all email to that address stops straight away
Three or more temporary bounces within 30 days: all email to that address stops until the oldest of them is more than 30 days old
A spam complaint (the member marks a broadcast as spam): broadcasts to that address stop. Reminders and password resets still send. The complaint covers every gym on ClearGym that the address belongs to

When a member's address bounces, every member of staff is notified. The member's page then shows Email cannot be delivered to this address, or a notice that a message bounced or that the member marked a broadcast as spam. The members list flags it too.

Open the member and check the address with them
Correct it with Edit Member, then send the invitation or reset link again

If an address was blocked by mistake, ask ClearGym support to clear it.

Email Best Practices

Keep it short: most members read on a phone
Write a clear subject: say what the email is about
One main action: give each email a single thing you want members to do
Send to the right group: use Members on Specific Plan or Members with Active Subscription rather than everyone
Check the recipient count: before you confirm, look at who is left out and why