If your members are receiving a Successful Booking email when they’re checked into a class, this guide will help you resolve the issue.
Even if the Booking Appointment Confirmation Email setting is turned off, there are certain situations where the system may still send the email. The most common scenario is when staff members check in a participant directly to a class they haven’t pre-booked. In this case, the system automatically creates a booking during check-in, which can trigger the email.
Step-by-Step Troubleshooting
Follow the steps below to identify and correct why members are receiving a “Successful Booking” email during check-in.
Step 1: Verify the Booking Success Email Setting
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Go to Setup → Personalize → Message
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Locate the Book Appointment Confirmation Email email at the top of this page
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Confirm that the email is disabled.
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If it’s still active, toggle it off and save your changes.
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Step 2: Check How Members Are Being Checked In
After confirming if the email is disabled review how staff are checking members into classes:
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If using Check-In without members pre-booking:
The system may automatically create a new booking for the member if they were not pre-booked. This new booking can trigger the success email.
Step 3: Use the Recommended Workaround
If your staff often check in members who haven’t pre-booked, use this workaround to avoid triggering the “Successful Booking” email:
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Navigate to Schedules
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Select the specific class session you want to check members into.
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From the class screen, click on Add Student first which will launch a separate tab or window.
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In this window you can search for the specific student you want to add to the class, once you find them you can click on This Appointment.
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Once all applicable members have been added, use the select all checkbox and then click the Check-In option to mark everyone as checked in.
This approach ensures that members are officially booked before being checked in — preventing the system from creating an automatic booking (and sending the “Successful Booking” email) during check-in.
Step 4: Contact Support
If the issue continues after these checks:
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Reach out to Member Solutions Support with the following details:
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The name and date of the affected class.
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The member’s name.
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Whether the member was pre-booked or checked in manually.
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Confirmation that the “Successful Booking” email is disabled.
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Our support team will review your setup and help ensure your email settings work as intended.