Explaining Wellhub to Your Members: What, Who, How
Reading time: 6 minutes
We know that members often ask questions about their Wellhub benefit directly at your front desk.
Equipping your team with the right answers is a key step in providing excellent service and strengthening your relationship with members.
Summary:
The User's Account
Managing plans, subscription payments, upgrades/downgrades, and account information.
Wellhub's Role: The Platform and the Benefit
Wellhub is the corporate wellness platform that connects employees to your facility.
We are responsible for:
Remember, our support team is always available to help both you, our partner, and our members. If you have any doubts on how to handle a situation, please don’t hesitate to contact us through the Help Center.
By working together, we ensure members have the best possible experience, both in the app and in your space. Clear and correct guidance strengthens trust and improves everyone's wellness journey.
Your team are the experts on the experience that happens within your space. You are responsible for:
- The In-Person Experience: The quality of your facilities, the energy of your classes, the expertise of your instructors, and a welcoming front-desk experience. Your dedication is what transforms the benefit into a real and impactful wellness moment.
- Check-in Validation: Confirming the member's check-in via the Partner Portal (or your integrated system) to grant them access.
- Your Info on the App: Keeping your profile details (hours, photos, class schedules, etc.) updated in the Partner Portal so members always find the correct information.
- Follow applicable laws and recommended practices.
If a member's question is about...
...your classes, schedule, or facilities
(E.g., "What time is the Yoga class?" or "Where is the locker room?")
Who Answers? (How to Guide)
✅ Your Team. You are the experts on your space and its offerings.
This quick guide is designed to clarify the roles between you and Wellhub, helping your team direct members correctly.
Recommended Reading
What to do when things go wrong: Check out our guide to solutions and support.
The Wellhub App
The technology itself, including the partner search, the check-in process initiated by the user, and the reviews feature.
User Support
Questions about the benefit, technical issues with the app, or subscription-related matters are handled by our support team.
Quick Guide: How to Direct Member Questions
If a member's question is about...
...their Wellhub plan, payments, or subscription.
(E.g., "How do I upgrade my plan?" or "How much is it to add a family member?")
Who Answers? (How to Guide)
➡️ Wellhub. Guide the member to "Profile", then “Settings” and “Help Center” section in their Wellhub app to contact our support team or recommend them to go directly to the Help Center.
If a member's question is about...
...a technical issue with the Wellhub app.
(E.g., "My app won't open" or "I can't find the gym on the map.")
Who Answers? (How to Guide)
➡️Wellhub. Our support team, accessible via the app, is the best resource for technical issues.
If a member's question is about...
....the validation of their check-in.
(E.g., "I've checked in, can you confirm it for me?")
Who Answers? (How to Guide)
✅ Your Team. The final validation is handled by you in the Partner Portal or your integrated management system.
If a member's question is about...
...they’ve been blocked in Wellhub app for booking classes for the rest of the month.
Who Answers? (How to Guide)
➡️ Wellhub. In this case, the member’s account may have been blocked due to our late cancellation or no-show policy. Please guide the member to contact our support team through the 'Help' section in their app, where our team can review their specific situation and provide a solution.
If a member's question is about...
…account suspended.
Who Answers? (How to Guide)
➡️ Wellhub. For questions regarding the user's account, the user must contact our support team to understand the reason for the block and, if applicable, the steps to validate it and unblock it.
If a member's question is about...
...not being able to access your facility because your plan access changed on the Wellhub app
Who Answers? (How to Guide)
✅ Your Team can explain that Wellhub periodically reviews its plan network to ensure the ecosystem remains balanced and sustainable for everyone. The best way for the member to continue enjoying your space is by checking for plan upgrade options directly in their Wellhub app. In any case, if they have specific questions about the current plan or want to explore all of our options, the Wellhub support team is the best resource to help. You can easily reach them through the 'Help' section in your app.
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