TotalPass Integration FAQ's

▶ Is it mandatory to select a TotalPass Plan? Yes, the TotalPass Plan field becomes mandatory if the TotalPass visibility option is activated. Typically, you will only have one option available in this field.

▶ What should I do if a TotalPass client's booking is canceled automatically? Check if you have booking windows set up in Fitune. Confirm if someone on your team manually canceled the booking. If it wasn't canceled manually, report the case to the Fitune support team. For more details, read our full article: What Should I Do If a TotalPass Client Reports That Their Booking Was Automatically Cancelled?

▶ Do my booking open and close windows affect reservations on TotalPass? Yes. Both booking opening and closing windows are also applied to reservations made through TotalPass. If you set bookings to open, for example, 5 hours before the class starts, clients will not be able to book before that time, whether through Fitune or TotalPass. The same applies to closing windows. Any reservation attempt outside the configured booking windows will be automatically rejected.

▶ Can I change the "Location" and "TotalPass Plan" fields after saving? No, the "Location" and "TotalPass Plan" fields cannot be modified once saved. Ensure you select the correct options before saving the changes.

▶ How should I disconnect or change the API Key without causing issues? The order is very important. First, disconnect the API Key from the Fitune admin. Then, change or regenerate the API Key from TotalPass, and connect the new one in Fitune. Incorrect step: changing or deleting the API Key first from TotalPass — without disconnecting it in Fitune first, as it may cause connection errors.

▶ What happens if I disconnect a location from the integration? If you disconnect a location while schedules are active or have reservations, the schedules will be removed from TotalPass (visibility disabled, without the TP logo or settings), and all future reservations from TotalPass will be canceled.

▶ What should I do if I upgraded or changed my plan on TotalPass? Yes, you need to follow these steps: disconnect the integration from Fitune (Settings > Integrations > TotalPass, disconnect the connected venues), wait 5 minutes and reconnect using the same API Key, and enable the integration again in each schedule, selecting your new TotalPass plan in "TotalPass integration settings." Don't forget to save your changes. Important: when you disconnect the API Key in step 1, all upcoming bookings made with TotalPass will be automatically canceled.

▶ Can I cancel a TotalPass reservation from the admin account in Fitune? Yes, providers can cancel TotalPass reservations from the admin account in Fitune. Additionally, the reservation history and cancellation details will be reflected in the booking report.

▶ How does check-in work for TotalPass reservations? Providers cannot mark attendance or reschedule TotalPass reservations from the Fitune admin account. The client must check in through their app for the check-in to be registered, within a range of 30 minutes before or after the class start time (for example, if your class is at 7:00 AM, the check-in must be validated between 6:30 AM and 7:30 AM). From the Kiosk check-in, the client also cannot check in — it must always be done from their account in the app. The Kiosk will only show whether the check-in has been completed or not.

▶ Can my clients see TotalPass reservations beyond a week in the TotalPass app? No, your clients can only view and book schedules up to 1 week in advance from the TotalPass app, even if the schedules are configured for more than a week in Fitune.

▶ Can I cancel a TotalPass reservation through the Fitune app? Yes, you can cancel a TotalPass reservation from the admin account in Fitune. The cancellation will be tracked in the reservation information, detailing when the cancellation occurred and who performed it.

▶ Can I apply the cancellation or no-show policy to my TotalPass reservations? No, Fitune's cancellation or no-show policy does not apply to TotalPass reservations — this is agreed on directly with them in your contract. However, in Fitune, cancellations will be marked as "Late Cancellation" if they occur outside the permitted period in your Fitune settings. Fitune does not apply penalties to TotalPass reservations.

▶ What happens to reservations if a client cancels from the TP app? The cancellation will be recorded in Fitune under the reservation history and will appear in the class report as "Canceled by the client/contact."

▶ If I make changes to a class name, schedule, or description in Fitune after syncing with TotalPass, will those updates show up automatically? No. To update this information in TotalPass, we recommend: disconnecting the class from TotalPass, making the necessary edits in Fitune, and resyncing the class to TotalPass. If there are remaining sessions with the old information, you can delete them, as long as there are no existing bookings.

▶ How to identify who canceled a TotalPass booking? When the history shows "Contact" + the customer's email address, this indicates the cancellation was made directly by the user through the TotalPass app. If the cancellation was performed through the Fitune Admin Panel, the history will display the email address of the Owner or staff member, confirming that the action was executed by the administrator and not by the customer.

▶ Why was my TotalPass client's booking automatically cancelled? The issue may be related to the booking window configured in Fitune. Learn more here: What Should I Do If a TotalPass Client Reports That Their Booking Was Automatically Cancelled?