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Posted by My Gym Administrator on May 17, 2023 in Technology |
A release is scheduled for Sunday, May 21st at 9:00 PM ET. The release will require a server reboot that may cause MGM and the website to go offline for 5-10 minutes. We aim to announce planned downtime with as much notice as possible. Sometimes, however, issues arise between announcement and release that necessitate rescheduling. We will continue to keep you updated as any changes come about. Enhancements and updates scheduled in this release: 🔷 Future Update New Maximum Values for Various Settings In mid-June, we will be instituting limits on many MGM hourly and capacity settings. These are primarily located within MGM under Admin > Website > Settings under the respective drop-down menus (full list located at the end of this update). Instead of having an infinite number of hours and weeks, these values will be capped according to MGE’s recommended best practices going forward. The Operations Team is happy to walk you through the recommended settings and the philosophy behind them, and the MGE Tech Team is always...
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Posted by My Gym Administrator on May 1, 2023 in Conference |
The East Coast Training Seminar is coming up fast! The deadline to register your team is May 12th. Please register for the seminar by clicking here. We noticed some people have booked hotels but are not registered for the seminar with MGE. Please register if you are attending so we can plan everything appropriately, including event spaces, our meetings, etc. East Training Seminar, June 9–10Meetings are held at the Westchester Manor.140 Saw Mill River Road, Hastings on Hudson, NY 10706 The agenda will be sent out in a few weeks.June 9th Start time: 12:30 p.m.June 10th Start time: 8:30 a.m. End time: 5:00 p.m. Please plan to attend the entire seminar. We are looking forward to seeing you...
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Posted by My Gym Administrator on May 1, 2023 in Marketing |
*Grabs megaphone* Calling all seminar attendees! Can you believe it? Our much-awaited training seminars are just around the corner! To make the occasion even more memorable, we’re kicking off the festivities with an exciting opening video that features none other than our favorite people — YOU! We’re asking all My Gym locations that are attending the seminar to submit a video (under 20 seconds, please) showcasing your team’s creativity and fun personality. You have THREE video options to choose from, and you have to choose only ONE, so pick wisely! No pressure. IMPORTANT: Record videos horizontally (landscape) and upload them to our Dropbox using THIS LINK. Don’t forget to include your gym name/city in the video file name. TikTok Challenge: Get creative and a little silly as you showcase yourself and your team via the Full House theme-song trend. (Sample video here)TikTok Dance: (Sample video 1) (Sample video 2) Talk about a serotonin boost! This viral dance trend guarantees to bring a smile to everyone’s face, and we are...
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Posted by My Gym Administrator on Apr 21, 2023 in Marketing |
As you may have experienced, our recommended “hyper-targeting” Meta Ads setup started off with a great cost per lead (CPL) in the $5 – $15 range. From there, the CPL gradually increased and leveled off in the $10 – $20 CPL range for some, while it continued to increase into the $30-$50 CPL range for others. After meeting with a few Meta Ads reps, we believe the changes in Meta Ads over the last year or two have affected “hyper-targeting” type of ad structures. As a result, the algorithm never exits “learning mode,” and the CPL continually increases. This is just a theory, and even Meta Ads reps state that they are not 100% sure this is the issue. However, they recommended trying a more simplified ad setup where we allow the algorithm to control nearly everything. We tested this “simple setup,” and, although some results were mixed (CPL still increased), we did see a few gyms settle into a great CPL. Here’s a screenshot of one gym. This...
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Posted by My Gym Administrator on Apr 11, 2023 in Technology |
A release is scheduled for Sunday, April 16th at 9:00 PM ET. The release will require a server reboot that may cause MGM and the website to go offline for 5-10 minutes. We aim to announce planned downtime with as much notice as possible. Sometimes, however, issues arise between announcement and release that necessitate rescheduling. We will continue to keep you updated as any changes come about. Enhancements and updates scheduled in this release: 🔷 Updated Process for severely delinquent enrollments Delinquent customers who reach their second missed payment will be dropped from certain enrollment stats. For example: March 13th: Sally’s payment is uncollectable. Her child is moved to the Delinquent section of the attendance roster, and her name is added to the Delinquent report in Statistics Overview. She remains part of the Total Paid Enrollments and Daily Enrollments numbers. (This process is already in place.) April 10th: Sally is now past due on both 3/13 and 4/10 payments. She is removed from the Total Paid Enrollments and Daily Enrollments...
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Posted by My Gym Administrator on Apr 7, 2023 in Support & Programming |
Drumroll please… Our Core Programs are getting a few HUGE upgrades! Beginning the week of April 17th, you’ll find that there are a few new fancy additions to the Weekly Curriculum: Preschool Gymnastics, Ninja Jr., and the newly revamped Tiny Tykes! Did you just gasp out loud? We did, too! These changes have been in the work for some time, now, and we are beyond excited to share them with you all. Please read this update in its entirety and review the new information on the Operations Manual before your next Weekly Meeting. Tiny Tykes: 3 mos – 12 mos (or walking) During the pandemic, My Gym pivoted in many areas to remain viable. One such pivot was when the Tiny Tykes class was folded into the Waddlers program, under the Adjusted Age Groups (or “AAG”) era. In 2022, we retired the AAG protocols and segued into the updated age groups running congruently with curriculum today. Many of our gyms, however, have been unable to recapture the littlest...
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Posted by My Gym Administrator on Apr 6, 2023 in Conference, Support & Programming |
The hotels for the seminar in the east are almost booked up! We have secured a couple of other hotels, and there are a few rooms left. It is a busy time of year in the NE and tricky to get blocks of rooms. If you are unable to book at one of these hotels, you will need to search for a hotel on your own. Often, there are cancellations, and the hotels will have rooms later as well. Hilton Garden Inn (original hotel)The original block is full, and link has been disabled.10 doubles available on 6/9 for one night – $169/nightNew booking link: https://www.hilton.com/en/attend-my-event/nycynhx-mgm-70f8b25e-ba38-47b9-b054-19297f886ce4/ Hampton Inn and Suites Yonkers, Westchester559 Tuckahoe Rd, Yonkers 1071015 king suites available including king bed and double sofa bed $189; free continental breakfastBooking link: https://www.hilton.com/en/attend-my-event/lgaywhx-mge-e421da45-b3a1-4900-8fb4-d4a07749a24e/ Courtyard Yonkers Westchester County5 Executive Boulevard, Yonkers, New York 10701914-476-2400MGE room block is full.Call the hotel or book online to reserve rooms directly. The group rate does not...
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Posted by My Gym Administrator on Apr 3, 2023 in Strategic Partners & Sponsors |
Please expect a new shipment of free hand sanitizer to be sent to your gyms in the next few weeks. It’s officially spring, and kids are flocking to your gyms in numbers we haven’t seen since the pandemic! With gym enrollment on the rise, germs and illnesses are as well, so let’s get those Terraboost units restocked with some new hand sanitizer for the season. Each participating gym will be auto-shipped 4 bottles of sanitizer this month absolutely free! Please email strategicpartners@mygym.com if your unit is no longer in use, you’d like to opt out of the program, you need to adjust your order, or you do not receive your free hand...
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Posted by My Gym Administrator on Mar 30, 2023 in Conference, Support & Programming |
The Hilton Garden Inn in Dobbs Ferry has been completely booked for Double Queen beds. They still have King rooms available on the original link posted. We have added another option for the East Coast Seminar for Double Queen Beds listed below. Courtyard Marriott Yonkers Westchester County5 Executive Boulevard, Yonkers, New York 10701 The Courtyard is $30 per night less, but it does not include breakfast. There is a restaurant on site. Here’s the link:...
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Posted by My Gym Administrator on Mar 28, 2023 in Conference, Support & Programming |
Thank you to everyone who has registered so far! We are getting so excited to see everyone this summer! The Training Seminars are very fun and motivational events, and you can pick which one you want to attend. You and your staff will gain a lot of valuable information and go back to the gym rejuvenated and ready to grow. This seminar is designed for key staff members who are invested in the gym’s growth and success (not newly hired people or trainees). The cost of the seminar will be $100 per person. To register, please click the link toward the bottom of this update to complete the registration form. Hotels and AccommodationsHotels for both regions are listed below. To reserve rooms, contact the hotel directly or use the provided link (where applicable) and request the My Gym group rate. You will need to guarantee with a credit card. East Training Seminar, June 9–10Meetings are held at the Westchester Manor140 Saw Mill River Road, Hastings on Hudson, NY 10706...
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Posted by My Gym Administrator on Mar 28, 2023 in Products |
As a way of thanking your new members for joining My Gym, give them the gift of a Reg Pack! ShopMyGym will now be offering Reg Packs with T-shirt options in all our core colors. Hot Pink, Irish Green, and Heather Graphite are available now and can be ordered instead of our standard Carolina Blue shirts. Easily mix and match sizes, colors, and quantities, allowing for each member to get a shirt color of their choice! We have added each shirt color option to our Basic Registration Pack and our Premium Registration Pack. As a reminder, by mandate, all new members must receive a Registration Pack. Our Basic Registration Pack includes a T-shirt, our My Gym-branded, full-color reusable tote bag, and a postcard providing online access to the Mymo’s Adventures video. Our Premium Registration Packs include all the above PLUS a Surprise Toy Goody Bag filled with branded fun toys and activities! Members will love these thoughtful welcome gifts, and you’ll get great brand exposure when they use or...
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Posted by My Gym Administrator on Mar 17, 2023 in Technology |
Please be reminded that if you ever change your Heartland portal password, you must update it in MGM > Admin > Gym > Merchant Account > Heartland Portico Password. If your payment processing stops working both in MGM and on the website, and you are seeing errors like this in your transaction log, it is because your Heartland password no longer matches MGM. To fix this, go to the Heartland portal (https://posgateway.secureexchange.net/hps.exchange.posgateway.web/login.aspx) and log in with your last known password. If successful: Go to MGM and update the password in the Merchant Account section. Be sure you are not including any extra characters or spaces. Run a credit card transaction to ensure the connection has been restored. If unsuccessful: Call customer service to have your password reset. 1-800-462-6609, option #2, then option #4. Once you have a working password, attempt item 1 above. Please note that Heartland passwords expire every 30 days. If you access this portal regularly to monitor transactions in real time, be sure to keep MGM updated...
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Posted by My Gym Administrator on Mar 17, 2023 in Technology |
At this time, we still do not have a resolution regarding the refunds issue. Global has assured us that it is a high priority and that a team is investigating. Please see the original update below for more background information. You can double check to see if a refund went through two ways: Heartland Portal: The Heartland portal shows your transactions as they happen. You should be able to do a CTRL+F with the last four digits of the customer’s credit card number to quickly find any transactions. IMPORTANT: If after logging in you are asked to change your password, please make sure to update MGM with the new password in Admin > Gym > Merchant Account > Heartland Portico Password. GlobalPay Reporting: Though this site is more user-friendly, reporting is delayed by 1-2 business days. +++ UPDATE 3/14/2023: Refunds Update (US Gyms): Per our update yesterday, some gyms have reported that they are receiving a Transaction Failed message after attempting to issue a refund, and then receiving a blank CC...
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Posted by My Gym Administrator on Mar 16, 2023 in Marketing |
The 2nd stop of our 40th Year Anniversary Celebration is just a month away – it’s the “80s in April” parties! What is it?Our next celebration will be parties held in each My Gym. These parties are similar to the Halloween or Holiday parties all gyms do every year. Just as with those, you can plan 2-3 parties for this “80s in April” event. One big difference is that, instead of a fee to attend the party, we will require a donation to the My Gym Foundation. Each franchisee may charge the donation amount appropriate for their market. We suggest a minimum donation of $15 per child/family. When?Schedule your parties for any day the week of April 17. Whenever you normally hold your Halloween parties is perfect for this event as well. Who?These parties should be open to your entire community. We believe these events have the potential to be packed and will fill fast, so, to manage this, we strongly advise that all attendees RSVP in advance (see...
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Posted by My Gym Administrator on Mar 16, 2023 in Products |
Make sure you’re getting the most out of your My Gym 40th anniversary products! We sincerely hope you are enjoying your free towels, stickers, tattoos, and wall decals! Celebrate My Gym all year long with these fantastic promo items. If you haven’t received all these products by now, please let us know. We want to make sure every gym has received these items in good order. 40th anniversary merch is still available. Click here for shirts, towels, stickers, tattoos, and wall signs. Limited stock remaining – grab yours fast! We’d love to see you with your new My Gym Swag! Post a pic or video of you, a child, or your staff with our 40th anniversary products and be entered into a contest to receive a $25 SMG gift card. Make sure to tag @shopmygym on Instagram so we see your entry! We will announce the 3 winners who participated at 12 PM PST on 3/24 via Instagram. Visit ShopMyGym.com for all things My Gym...
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Posted by My Gym Administrator on Mar 14, 2023 in Technology |
A maintenance release that includes bug fixes has been rescheduled for Sunday, March 19th at 9:00 PM ET. MGM and the website will go offline for approximately 5-10 minutes. Refunds Update (US Gyms): Per our update yesterday, some gyms have reported that they are receiving a Transaction Failed message after attempting to issue a refund, and then receiving a blank CC response in the transaction log. After speaking with Global and reviewing the Heartland Admin, we have determined that the refunds are going through. Heartland is not returning the correct code to signal MGM of the successful refund. This means that in MGM, the refund appears to have failed, and the revenue report does not reflect the transaction. It remains our top priority to work with Global and have this resolved. In the meantime, you can double check your merchant portal to ensure the refund went through. In the several cases we reviewed, we found this to be the case. Note: If you attempted a normal refund (not Misc) several times,...
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Posted by My Gym Administrator on Mar 13, 2023 in Technology |
We wanted to provide owners with new information regarding Heartland passwords and accessing your merchant portal. Heartland Passwords: In the beginning, we urged owners to not change their Heartland portal passwords. This is because the credentials were stored internally, and if the passwords did not match, you would see an Unexpected Gateway Response: -2- Authentication Error. We have since added a place for you to update your password in MGM (Admin > Gym > Merchant Account > Heartland Portico Password) should you ever change the Heartland password. You are no longer required to retain the original password given to you in January. Please make sure to update MGM if you ever change the password in Heartland. Merchant Portal: We previously reported that you will now use Heartland’s portal to review your transactions, and that the old Global portal was no longer valid. After getting some new information from Global, this is only partially true. If you had been logging into https://reporting.globalpay.com, then you can continue to do so. This is a much...
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Posted by My Gym Administrator on Mar 13, 2023 in Technology |
Refunds:Some gyms have reported that they are receiving a Transaction Failed message after attempting to issue a refund, and then receiving a blank CC response code in the transaction log. After speaking with Global and reviewing the Heartland Admin, we have determined that the refunds are going through, but MGM is not receiving the correct response in return. This means that in MGM, the refund appears to have failed, and the revenue report does not reflect the transaction. We have a ticket into Global to resolve this matter. In the meantime, you can double check your merchant portal to ensure the refund went through. In the several cases we reviewed, we found this to be the case. Confirmation Emails:We have received reports of confirmation emails being crossed between gyms and believe it is related to transactions occurring on the app. We have temporarily disabled confirmation emails for app transactions while this issue is being investigated. Print System:Users have reported a 403 Forbidden Error or security certificate error when attempting...
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Posted by My Gym Administrator on Mar 8, 2023 in Technology |
Our early adopters have been using the app for a little over a month, and we have received an abundance of positive feedback along with great suggestions for the future. We wanted to mention that, at this time, the app is meant to be a tool for customers to have their accounts available at their fingertips, essentially a higher-tech version of the web-based client interface. As we continue to add functions to MGM and the website, they will also be included in the app. Some of the comments we’ve received so far:“All our customers have had rave reviews, and the number of customers booking their own classes, events, etc. has risen. We love it and can’t wait for the Android version to be available.”*“My customers seem to really be enjoying it. They are finding it to be much easier to schedule their classes at the touch of their finger rather than going to our website and through that process. Will continue to provide feedback as it rolls in.”*We anticipate...
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Posted by My Gym Administrator on Feb 24, 2023 in Technology |
Because of the number of compromised email accounts we have seen lately, MGE will be enabling multi-factor authentication (MFA) on all @mygym.com emails. MFA means that, with each new login attempt, you will be texted or called with a 6-digit code from Microsoft to verify your identity. Almost all modern websites that handle sensitive data have had this in place for years. Things to Know: MFA does not mean that you will need to enter a code every time you check your email. Outlook for desktop and mobile/tablet users will rarely have to enter an MFA code unless they get logged out of their account. Outlook for Web users who do not stay signed in will have to enter a code each time. MFA will be enabled across our organization starting Monday, March 13th (see below for the schedule based on email address) between 7-8AM PST. Once enabled, you will not be locked out of your account; you will simply be asked to re-enter your email password* on whatever device you’re accessing...
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Posted by My Gym Administrator on Feb 24, 2023 in Technology |
A release that includes bug fixes and behind-the-scenes improvements is scheduled for Sunday, March 5th at 9:00 PM ET. MGM and the website will go offline for approximately 5-10 minutes. Thank you,MGE Tech...
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Posted by My Gym Administrator on Feb 23, 2023 in Technology |
Regarding Credit Card Declines We have just passed the 28-day mark where most, if not all, of your enrolled students are now on their second billing date of the Heartland era. We know that many gyms dealt with a tremendous amount of admin work getting billing accounts in order, but hopefully we are over the hump of this initial period. The consensus from owners we have spoken to directly and those who have offered feedback is that any remaining declines are true declines for various reasons. This may not be the case for everyone. If you are following all our recommendations and double-checking credit card information and are still seeing unexpected declines, please contact Mae Perez at mperez@mygym.com with as much information as possible. We need to know the customer’s name, card type (e.g., Visa, AMEX, etc. if known), and the exact CC response code. Please also let us know if we have permission to retry the payment. Understanding Response Codes The various codes that we are now seeing...
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Posted by My Gym Administrator on Feb 22, 2023 in My Gym Foundation |
Join the My Gym Foundation in our second annual Pi Day for a Cause! This is a GREAT fun and simple fundraiser for March, and the results last time were fantastic – both the funds raised AND the actual staff pie-ing! Pi Day is March 14th (3.14). What better time to do a pie contest! All gyms are encouraged to join us for a Pie in the Face competition to raise money for the My Gym Foundation! From March 1st to the 14th, staff members would compete for the most “votes” from clients, with the winning teacher being pied in the face on Pi Day! Directives for the event can be found in the Operations Manual > My Gym Foundation.And you can find the flyer in the Print System > Programs > My Gym Foundation.The Social Media Graphic is located in the Marketing Library > My Gym Foundation. If you need help with this or anything else, please don’t hesitate to reach out to Amy at abrenner@mygym.com. Happy...
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Posted by My Gym Administrator on Feb 21, 2023 in Technology |
If you did not see the update below in time and ended up changing your password, this is what you might have seen for all credit card transactions: Transaction Failed : DECLINED – Invalid Card – Unexpected Gateway Response: -2 – Authentication Error This message appears when the credentials no longer match what MGM is sending to Heartland. The good news is that you can change your password back to the original in Heartland. This will restore the connection. We will be updating the MGM Merchant section so that you can update your password on your own should it ever need changing in the future. This function will be available in the next release. +++ You may have seen a message from the Heartland Admin portal saying that your password is about to expire in X days, or that your password has already expired and to choose a new one. PLEASE DO NOT CHANGE YOUR PASSWORD UNTIL FURTHER NOTICE. We were not made aware of this security measure, so...
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Posted by My Gym Administrator on Feb 18, 2023 in Technology |
Dear Franchisees, We had productive discussions with Global and a few franchisees yesterday and have learned some new information. To make a long story short, the old platform was much more lenient than the new one. In the past, Global may have allowed transactions to process with incomplete or recently outdated credit card information. We can no longer do that, and we do not think it is unique to Heartland. Global believes the key to resolving most declines lies with the billing address. Contrary to previous reports, it is NOT only AMEX that requires a billing zip code. In addition to that, the various credit card issuers (Visa, MC, Discover) may return a generic Decline message rather than the specific Invalid Zip Code response. Sometimes there won’t be a CC response at all. We understand if you are skeptical; so are we, and we have not let Global off the hook just yet. Some of your reports have stated that the billing address does exist, that multiple cards have been tried, and so on. It...
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