FAQs

• How long does onboarding take?

  (SS Sync)

  Most StudioScaler Sync setups are completed in 2 days. But allow around 2 weeks if there’s a queue currently. Once installed, we run an onboarding call to show you what’s in place and how to use the synced data.

• What does onboarding involve?

  (SS Sync)

  We install the required custom fields and objects, connect Mindbody, run an initial sync based on your plan, and verify matching and calendars. Then we walk you through how to use the data for segmentation and automations.

• Will you help us build automations and systems once the data is synced?

  (Sync, Systems, Services)

  Some clients only want StudioScaler Sync and handle automation internally. Others upgrade into StudiosScaler Systems and StudioScaler Services where we help install workflows, reporting, funnels and coaching.

• Can you integrate “everything” from Mindbody into HighLevel?

  (SS Sync)

  In short, we aim to sync as much CRM-relevant Mindbody data as is useful for marketing, automation, reporting and operations. What is possible depends on what Mindbody exposes via its API. For most studios, we cover the important stuff required to segment, automate and track relationships.

• Do you sync Mindbody waiver information?

  (SS Sync)

  Not by default. If waiver status or last waiver date is important to your workflow, we can add waiver status/date syncing where supported by Mindbody’s API and where it’s useful for automations.

• Do you sync appointment notes?

  (SS Sync)

  Appointment notes are available via Mindbody’s API. We can add appointment notes syncing (typically into the appointment record notes field in HighLevel) where needed.

• Will the sync overwrite or break what we already have in HighLevel?

  (SS Sync)

  No. Our install adds fields and objects and then syncs data in. It should not remove or disrupt your existing contacts, forms, automations or calendars.

• Will StudioScaler Sync create duplicate contacts?

  (SS Sync)

  We use matching logic to reduce duplicates as much as possible. Matching is typically based on email and name first, with phone number as a secondary factor. Duplicate handling is complex in real studios (shared emails, missing phone numbers, formatting differences), so we take a careful approach and continuously improve matching.

• Can you match primarily by phone number?

  (Sync)

  We generally do not recommend phone as the primary identifier because phone data can be inconsistent or reused (and some services can inject shared or placeholder numbers). Email is usually more reliable. If your studio truly needs phone-first matching, we can discuss a customised approach.

• Do you sync class bookings from Mindbody into HighLevel?

  (SS Sync)

  Yes. We create calendars in HighLevel from Mindbody and sync bookings with relevant statuses so you can use that data for automation and reporting.

• Do you sync historical visits and appointments?

  (SS Sync)

  Yes. By default we sync a recent window of history (commonly around 30 days on setup, plus future bookings). If you need more historical data, we can discuss options, but most studios get what they need for segmentation and workflows with the default range.

• Does calendar sync work both ways, from HighLevel to Mindbody?

  (Sync)

  Mindbody is the primary booking system. We currently focus on Mindbody to HighLevel for class and appointment activity. Syncing bookings created inside HighLevel back into Mindbody is technically possible but involves complexity around capacity, payments and entitlements. It is a roadmap consideration rather than a standard feature today.

• Are active memberships and autopays reflected in HighLevel?

  (SS Sync)

  Yes. We sync key membership and contract status information so you can segment and automate around membership state, type, status and related fields. For more advanced membership history and reporting, we can enable an optional memberships custom object sync where relevant.

• Do you track Mindbody purchases?

  (SS Sync)

  Yes. Purchases can be captured by type (service, contract, product) and mapped into fields that support automation and reporting. If you want deeper purchase history or structured reporting, we can expand what is stored via additional fields or objects.

• How do appointment add-ons sync?

  (Sync)

  If an appointment includes add-ons, the core sale and appointment sync across. If you need add-ons visible as structured data for automation, we can enhance the sync to store add-on details in a consistent way.

• Is StudioScaler Sync a long-term contract?

  (SS Sync)

  StudioScaler Sync is typically a rolling monthly subscription with 30 days’ notice to cancel, unless your Order states otherwise.

• What is “2,500 synced contacts” and what happens if we have more?

  (SS Sync)

  “Synced contacts” generally means the group of active or recently active clients whose ongoing activity you want continuously synced from Mindbody into HighLevel. This is priced because API usage has real cost. If you want more contacts actively synced, you can add additional blocks (for example, extra batches) based on your pricing tier.
  For older, inactive contacts, it often makes more sense to import them into HighLevel for marketing and only add them to active sync when they become active again.

• Are there usage-based fees or surprise API fees?

  (SS Sync, SS CRM)

  Where there are usage-based or third-party costs, we aim to be transparent. Some HighLevel usage costs may apply depending on your HighLevel setup and how you pay for HighLevel. For Sync, if your plan includes an allowance, we stick to that, and if you need higher volumes we discuss it before making changes.

• Do you offer refunds or guarantees?

  (All SS products

  As a standard rule, subscription fees, setup fees and retainers are non-refundable except where required by law or where we materially breach and fail to fix it after notice.
  We do not guarantee specific commercial outcomes or ROI, but we do commit to delivering with reasonable skill and care.

• What support do we get, and is it 24/7?

  (All SS products)

  We provide support during business hours (typically CET working hours) via written support requests (and we’ll use Loom, calls or screenshares when helpful). We are not a 24/7 call centre like HighLevel, but we aim to be responsive and pragmatic, especially for urgent issues.

• Do you offer an uptime target?

  (SS Sync)

  We aim for high availability and monitor uptime, but we cannot guarantee zero downtime because we rely on third-party providers and infrastructure. Your original agreement includes an uptime target and a “service credit / fix” approach for verified material downtime.

• Do we own our data?

  (SS Sync)

  Yes. Your customer data and brand assets are yours.

• Do we own StudioScaler Sync, Widgets or CRM configurations?

  (SS Sync, SS Widgets, SS CRM, SS Systems)

  StudioScaler Sync and StudioScaler Widgets are licensed SaaS products. You are purchasing the right to use them while subscribed. You do not receive ownership of the underlying code, configurations or proprietary logic.

• What happens if we cancel StudioScaler Sync?

  (SS Sync)

  The sync stops running and support ends, but your HighLevel account and any data already stored there remains yours (subject to your ongoing HighLevel subscription).

• Can we migrate away?

  (SS Websites, SS Sysmtes)

  If you have a StudioScaler Website hosted and managed by us, or you want a formal migration arrangement, we can agree a migration path and fees depending on what you want to take with you. Your original agreement references a separate migration or lifetime licence arrangement for certain website assets.

• What happens if Mindbody changes its API or has an outage?

  (SS Sync, SS Widgets)

  If Mindbody (or another platform) changes APIs, has outages, or disrupts integrations, we will do our best to adapt and minimise disruption, but we cannot be responsible for outages or changes outside our control.

• Do we get new features and updates as you release them?

  (SS Sync, SS Widgets, SS CRM, SS Systems)

  Yes. Your subscription includes ongoing product updates, maintenance and new releases appropriate to your plan tier. For example, when we release updates to StudioScaler Widgets, subscribers receive those updates as part of the monthly subscription.

• Can we request new features?

  (SS Sync)

  Yes. We welcome ideas and feedback. Some enhancements may be added to the roadmap, some may be implemented as paid custom development, and some may not be feasible due to third-party limitations.