How-to · Account & security

Accept a staff invite and set up your account

Open your invite email, set a password, and sign in to the admin portal to complete your account setup.

Troubleshooting · Fix a problem

I can't log in or my passkey won't work

Most sign-in failures are caused by a wrong password, a passkey registered on a different device, or an MFA code that has expired — each has a quick fix.

How-to · Send comms

Convert a lead to a student

Move a prospect through the lead pipeline and turn them into an enrolled member record.

How-to · Take payments

Create a membership plan

Add a recurring membership or a class pass so members have something to be billed against.

How-to · Send comms

Create and send an email campaign

Draft an email campaign to your members, then send it as a separate confirmed step.

How-to · Send comms

Create and execute scheduled actions

Use the three-step wizard to schedule a bulk pause, bulk resume, or single-membership pause for a filtered group of members, then monitor execution.

How-to · Send comms

Create and manage automations (workflows)

Build workflow automations that fire email, SMS, or task steps automatically on a trigger, then toggle, duplicate, or archive them.

How-to · Get set up

Customize your gym's branding

Set your gym's colours, logo, font, and border-radius style from Settings → Branding, with a live preview before saving.

How-to · Report

Generate and export reports

Open any of the six sub-reports, apply date and filter options, and export results as CSV.

How-to · Get set up

Create and manage programs

Add training programs to your gym so classes, students, and syllabuses have a discipline to belong to. Programs are now set up from the consolidated Training page.

How-to · Get set up

Define a syllabus or belt ladder

Set up a belts & ranks ladder (syllabus) for a training program using a preset or build your own.

How-to · Get set up

Create and use custom tags

Build a tag library to categorise members by group, cohort, or any label your gym uses.

How-to · Get set up

Configure health questionnaire, waivers, and incident types

Set up the health questionnaire template members complete on first login, create waiver templates, and manage incident recording.

How-to · Get set up

Configure data retention and privacy settings

Set the inactive member retention period, understand fixed legal retention periods, and run a scan before applying data cleanup.

How-to · Send comms

Configure notifications and SMS delivery

Enable email and SMS channels, set your from-identity, customise per-type routing, manage suppressions, and monitor delivery health.

How-to · Run a class

Set up and enable a kiosk

Configure a PIN, idle timeout, and lock screen message so a shared device can serve as a self check-in kiosk.

How-to · Take payments

Set up your billing details

Configure how your gym collects money — Stripe payments, bank transfer instructions, billing mode, and membership pause rules.

How-to · Take payments

Connect Stripe to take payments

Link your gym's Stripe account so Base Control can collect membership payments.

How-to · Take payments

Work the billing collections queue

Use the Billing page to chase overdue payments, suspend or resolve members, and retry a failed charge.

How-to · Take payments

Manage a single invoice

Open an invoice to download it as a PDF, resend it by email, or issue a refund.

How-to · Take payments

Pause, cancel, or reactivate a membership

Use the Active memberships tab to pause billing, cancel a membership, or bring a paused one back.

How-to · Run a class

Create and manage class templates

Build a recurring class template, edit it, and generate the sessions it will produce on your schedule.

How-to · Run a class

Schedule a class session

Add a one-off session to the weekly calendar and open any session to manage it.

How-to · Run a class

Assign a substitute instructor

Use the Instructor Coverage view to check this week's classes and spot where a substitute is needed.

How-to · Onboard a member

Add and manage a member

Create a member from the Members page, archive one, and message a selection in bulk.

How-to · Onboard a member

Edit a member's profile and information

Update a member's name, contact details, photo, tags, and onboarding information from their record.

How-to · Onboard a member

Manage guardians and family links

Create a guardian and link or unlink the members they're responsible for.

How-to · Onboard a member

Import members from a CSV file

Bulk-add members by downloading the template, uploading a CSV, fixing any flagged rows, and importing.

How-to · Get set up

Invite and manage staff

Invite coaches and reception, change their roles, see MFA status, and deactivate access.

Troubleshooting · Fix a problem

My staff invite link is expired or invalid

Staff invite links are single-use and expire — ask the gym owner to resend the invite to get a fresh link.

Troubleshooting · Fix a problem

I lost access to my MFA authenticator or I want to revoke a session

Use a backup code to regain access when you lose your authenticator, then re-enrol MFA; revoke sessions you don't recognise from your profile settings.

How-to · Get set up

Create and manage incidents

File an incident report, track follow-up actions, and close or withdraw the record. Describes the product flow only — not medical or legal advice.

How-to · Get set up

Add and manage locations

Add gym locations with addresses and contact details, and activate or deactivate them as your gym grows or changes.

How-to · Get set up

Create and manage waivers

Create a waiver template, publish new versions when the text changes, track which members have signed, and send reminders.

How-to · Account & security

Manage your security (MFA, passkeys, sessions, password)

Change your password, enrol or disable MFA, add or remove passkeys, and revoke active sessions from your profile settings.

How-to · Get set up

Set up your gym with the onboarding wizard

Work through the 7-step onboarding wizard to configure your gym profile, branding, programs, plans, schedule, and staff.

How-to · Account & security

Reset your password

Request a password reset link from the sign-in page and choose a new password before the link expires.

How-to · Grade a student

Run a grading event

Read the grading pipeline, award stripes to eligible candidates, and create a belt ceremony event.

Troubleshooting · Fix a problem

My save shows no feedback or my changes didn't apply

A missing success toast or a form that reverts after saving usually means a validation error was silent or a browser cache is stale — here's how to confirm and fix.

How-to · Account & security

Sign in to your account

Sign in to Base Control using a passkey or your email and password, and select the right gym if you belong to more than one.

Troubleshooting · Fix a problem

I'm stuck in the setup wizard and can't continue

The setup wizard has 7 steps — a required field or a validation error on the current step prevents moving forward; here's how to diagnose and continue.

Troubleshooting · Fix a problem

My password reset link didn't work or expired

Reset links expire after one hour and can only be used once — request a fresh one and set a valid password.

Troubleshooting · Fix a problem

The reorder affordance is not working

What to do when drag handles or reorder buttons do not respond on configuration screens such as the health questionnaire.

Troubleshooting · Fix a problem

A data-retention action didn't apply (or I'm not sure what it deletes)

Understand what the retention scan and apply actions do, and why a retention run may report zero changes.

Troubleshooting · Fix a problem

A member isn't receiving emails or SMS

Check suppressions, channel settings, and the SMS wallet when a member stops getting messages.

Troubleshooting · Fix a problem

Stripe won't connect

What to check when connecting Stripe doesn't finish or the status stays incomplete.

Troubleshooting · Fix a problem

A member's payment failed

What happens after a failed payment and how to retry or take the payment another way.

Troubleshooting · Fix a problem

A refund or credit-note didn't go through

How refunds work on an invoice, and why there is no separate credit-note button.

Troubleshooting · Fix a problem

Member lost the Add Membership button or can't enrol

Why the Add Membership button disappears and how to get it back or enrol the member another way.

Troubleshooting · Fix a problem

Templates and coverage disagree on which classes exist

Why the Templates list and the Coverage grid show different classes and what to do about it.

Troubleshooting · Fix a problem

Instructor is absent — how do I cover the gap?

What to do when an instructor can't make it — find the affected sessions, assign a substitute, and let members know.

Troubleshooting · Fix a problem

Portal invite didn't arrive

Why a member or guardian didn't receive their portal access link and how to resend or troubleshoot delivery.

Troubleshooting · Fix a problem

My CSV import rejected some rows

Why the import preview flags rows in red and how to fix or skip them before importing.

Troubleshooting · Fix a problem

My automation ran but did nothing

Why an active workflow can trigger but take no action, and how to add the missing steps.

Troubleshooting · Fix a problem

My campaign didn't send

What to do when a campaign send doesn't go out — usually a retry succeeds.

Troubleshooting · Fix a problem

A scheduled action didn't run or failed preflight

How scheduled pauses and resumes run, what preflight shows, and what to check when targets are skipped.

Troubleshooting · Fix a problem

Reports won't open, a bookmark 404s, or a report keeps loading

What to do when a saved report link 404s, your role cannot open Reports, or a report keeps loading.

Troubleshooting · Fix a problem

The app won't let me past the waiver

Sign, re-sign, or resolve an expired or guardian-required waiver from the member Documents page.

Troubleshooting · Fix a problem

An incident won't close, reopen, or save a follow-up

Understand the real incident lifecycle actions — withdraw and follow-up — and what blocks them.