Learning objective:

When customers log in to your branded mobile app, they do so using the MINDBODY Login - a universal login that grants them access across the MINDBODY family of products. This login is linked to, but still separate from, the account that customers use when logging directly into your MINDBODY site. Because of this, you won't be able to update the app password for your customers; instead, they'll need to reset it themselves by requesting a password reset email from the app.

In the article that follows, we'll look at just how that password reset process works, and the steps that each of your customers should take if they're having trouble logging in through the app.

Before you start

  • Customers must update their own passwords directly from the app. You cannot perform a password reset on their behalf.
  • These instructions apply to branded apps that have been updated to use the MINDBODY Login.


Contents


How to reset an app password

Your customers may occasionally forget their passwords, use a different app password than what is on file with your business, or not even remember that they have an existing MINDBODY account. When this is the case, they can only reset their passwords using your branded app.

Here's how it works:

  1. Tap Log In.
  2. Tap Forgot Password?
  3. Enter the email, then tap Retrieve Password.
  4. .

Now ask your customer to check their inbox for the password reset email - it should arrive within a few minutes. Although it is not required, a customer may use the same password in the app as is used when accessing your MINDBODY site from a desktop computer.

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Helping new customers

When a new customer visits your studio, we expect they'll try to create a new account using your branded mobile app - and provided the "Enable Create Account" setting is enabled, this is permitted. It isn't always necessary though.

Here's why: The MINDBODY Login is universal and fully transferable. If a customer has used the MINDBODY app previously, or is coming from another business that also used a branded mobile app, then they don't need to create a new account with your studio. Instead, they can simply log in using their existing username and password.

Oftentimes, customers either won't be aware of - or will have entirely forgotten about - their previous login, and we've accounted for that too. Read on to learn more about both categories of new customers and how you can help them to get started with your app.

Option 1: New customers who have never used MINDBODY

These are entirely brand new customers - not just to your business, but to any MINDBODY product. To get started, they simply need to create a new account using your branded mobile app.

  • Note: Registering through the app immediately creates a MINDBODY Login for the customer, but you won't see a matching profile in your desktop MINDBODY software until your customer tries to book a service.

Here's how it works:

  1. The customer creates an account using your app.
  2. MINDBODY sends a registration email to your customer - have them open that email and click the verification link to activate the account.
    • A MINDBODY Login is created at this point, but the profile won't show up in your site until the customer tries to book a service.
  3. Finally, ask your customer to book their first service; in doing so, they will be asked to fill out any remaining required fields you've set up.
    • It is this step that creates the completed profile in your software - the customer doesn't even need to complete the original booking.

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Option 2: New customers who already have a MINDBODY Login

Customers who have used the MINDBODY app in the past do not need to create a new account in order to use your branded mobile app - they can log in using their existing email address and password.

Inevitably, some customers with existing MINDBODY Logins will attempt to create a new account with your branded app. When this occurs, the app will recognize the duplicate email address and ask them to log in with those credentials. Customers who do not remember their login information should be advised to reset the password through the app.

Here's what your customers will see:

  1. The customer taps Create Account.
  2. The customer enters an email address.
  3. The app recognizes the existing email address and asks the customer to log in instead.

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Helping existing customers

Existing customers using the app for the very first time

When your branded app is upgraded to use the MINDBODY Login, your customers will receive an update notification when they log in for the first time. This occurs the first time - and only the first time - that customers log in to the app after the update is released.

  • Note: Customers who have never logged in online will need to set up a password before using your app. This can be done by tapping Forgot Password? in the branded app to trigger a password reset email. This works even if your customer has never entered a password previously.

When Update Account is selected, we use the customer profile in your MINDBODY software to create a MINDBODY Login for the customer. It's important to understand that your customers now have two distinct accounts: a mobile app account called a MINDBODY Login, and a consumer mode account that is used only for your MINDBODY site. These two accounts are synced together - meaning they "speak" to one another when a purchase or booking request is made - but they remain technically separate.

Technical details aside, your customers can log in to both the app and consumer mode using their new MINDBODY Login - they only need to remember this one email address and password, because the "app login" works everywhere.

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Existing customers who already have a MINDBODY Login

These are the customers who've used the app in the past, and have a MINDBODY Login linked to their account, but don't necessarily remember doing so. These customers may try to create a new app account using their existing email address; to guard against duplicate accounts, we'll notify them that they already have an existing account and should log in with their previously established password. 

These customers will see the same message as new customers who try to create a new account:



If they can't remember their login information, advise them to reset the password through the app.

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