FAQ: FitLIVE

Below is a list of frequently asked questions regarding FitLIVE. If your question isn’t addressed in this article, consider posting it on WellnessLiving’s Community Forum.

How do I sign up for FitLIVE?

You can sign up for FitLIVE from the Subscription Plan page. For more information, see Purchasing a FitLIVE license.

What are the differences between each subscription plan?

For more information on plans and pricing, see FitLIVE: Subscription plans.

Is there a maximum number of FitLIVE licenses that a business can sign up for?

No. You can purchase as many licenses as you need. For more information, see Purchasing a FitLIVE license.

If I purchase additional FitLIVE licenses before the next billing date, how will I get charged?

If you purchase additional Advanced licenses before the next billing date, please refer to the Zoom Help Center to learn more about the billing cycle and behavior.

If you purchase additional Professional licenses before the next billing date, WellnessLiving won’t charge you until your next billing date. However, the FitLIVE licenses you purchased are available immediately for use on the date of purchase.

For example, your FitLIVE subscription renews on the first of each month and you decided to purchase two additional licenses on October 15, 2021. This means that you will not get charged for the two additional licenses until the next billing date, which is on November 1, 2021. Therefore, on November 1, 2021, you will be billed for two additional licenses plus any existing licenses you already have.

Can I reduce the number of FitLIVE licenses I have?

You can’t reduce the number of FitLIVE licenses from the Subscription Plan page. If you want to remove existing FitLIVE licenses, please contact WellnessLiving support.

Can I use Zoom licenses for FitLIVE services?

Yes. FitLIVE is powered by Zoom. You can connect to your Zoom account and sign up for appropriate FitLIVE plans, depending on the type of Zoom licenses you have in your account:

  • If you have a Zoom Basic license, you can sign up for the FitLIVE Basic plan.
  • If you have a Zoom Pro license or above, you can sign up for the FitLIVE Advanced plan.
  • If you’re signing up for the FitLIVE Professional plan, no Zoom license is required.

For more information, see Purchasing a FitLIVE license.

Can I connect multiple Zoom accounts to my business?

Currently, you can only connect one Zoom account (with as many Zoom licenses as you want) to your business through WellnessLiving. For more information, please refer to the Zoom Help Center.

Why was I able to connect my Zoom account without entering my credentials?

If you connect your WellnessLiving account with your Zoom account using a device on which you’ve signed in to Zoom, your Zoom credentials will automatically be entered into WellnessLiving.

Why isn’t my virtual class listed under Upcoming Meetings on Zoom?

The virtual meeting isn’t created when you schedule your virtual class in WellnessLiving. The virtual meeting is automatically created 15 minutes before the service’s start time.

Is there a way to turn off Zoom meeting confirmation emails?

For more information on how to manage Zoom meetings, such as email notifications, please refer to the Zoom Help Center.

Can I host multiple virtual meetings at the same time?

Yes, you can host simultaneous meetings when you’re subscribed to the FitLIVE Advanced or Professional plan.

If you’re subscribed to the FitLIVE Professional plan, you can host up to 99 meetings at the same time, depending on the number of FitLIVE licenses you have in your account.

For more information, see FitLIVE: Subscription plans and fees.

Will FitLIVE allow clients to join a virtual session from outside of WellnessLiving?

No. Clients can only join a virtual session through WellnessLiving to maintain accurate attendance, client payments and payroll. If clients are allowed to join meetings from outside WellnessLiving, your business may lose revenue and struggle to keep track of session attendance.

Does a client have to create a Zoom account to join a virtual session?

Your clients aren’t required to create a Zoom account to join a session. If they choose to create an account after they click the Join Session button in their schedule, they’ll be redirected to the meeting afterwards.

Does FitLIVE offer static meeting links?

No. A unique URL will be automatically generated for every scheduled virtual session.

Is it possible for clients to join a virtual meeting late via WellnessLiving?

Clients can join a virtual meeting late by clicking the Join Session button in the Client Web App, the Join button in the Achieve Client App, or by using the link included in the automated booking confirmation or reminder notification. For more information, see Achieve Client App: Attending a virtual service or Client Web App: Attending a virtual service.

Why am I not able to start a virtual meeting by clicking on the Join Session button in WellnessLiving?

If a staff member modifies the meeting passcode settings in Zoom, it may disrupt the link embedded within the Join Session button in WellnessLiving, making it difficult to start the virtual session. We recommend using the default passcode provided by Zoom.

How can I track attendance for my virtual session?

You can set up your business policies to automatically assign an attendance status to a client when they join a virtual service or when the virtual service ends. You can also manually update a client’s attendance record.

For more information, see Client Web App: Attending a virtual service and Achieve Client App: Attending a virtual service.

What do I do if my client misses a virtual meeting?

You can configure your virtual meeting settings to allow the host to record the meeting. Then, depending on the FitLIVE plan you have, you can either manually upload the recorded virtual meetings (Basic or Advanced plan) or have the system automatically upload your meeting recordings to FitVID on Demand (Professional plan). This way, even if a client misses a FitLIVE meeting, they will still be able to view the recordings later through FitVID on Demand.

How do I set capacity for my hybrid service?

Currently, you need to create two separate services, one for virtual sessions and one for in-person sessions, each with their own capacity.

For example, if you want a class to allow 10 in-person clients and 20 clients virtually, you must create a class with a 10-person capacity and select This is an in-person service. Then you must create a class with a 20-person capacity and select Virtual service.

How can I schedule recurring virtual services?

You can schedule your recurring virtual services in WellnessLiving with the Virtual service option selected on the service setup page.  For more information on how to book a client into a recurring service, see Booking a class or Booking an appointment.

Why is my in-person class showing up as a virtual service on the schedule?

The reason an in-person class is being displayed as a virtual service on the schedule is because your class was previously set up as a virtual service. When you modified the class type settings to change it to an in-person service, there might’ve been issues with converting all the scheduled sessions on the calendar.

To resolve this issue, you can delete the sessions that were booked with Virtual service selected and reschedule them with This is an in-person service selected.  To prevent this from occurring again, we recommend you create separate classes for virtual and in-person sessions. For more information, see Class type advanced settings.

Does my Zoom calendar sync with my WellnessLiving calendar?

No, your session is only created in Zoom once the host starts the meeting through WellnessLiving, up to 15 minutes ahead of the scheduled start time. Meetings that you’ve scheduled in Zoom won’t be displayed in your WellnessLiving calendar.

Can I use one meeting room to host an appointment with multiple clients?

You can use one meeting room to host an appointment with multiple clients. When you book an appointment for two or more clients, each client receives the same Zoom link which they can use to access the virtual session.

Why does my client’s virtual service appear in their Attendance History?

Services appear under a client’s Attendance History when the client’s visit status has been marked as Checked-in. Your clients may be automatically marked as checked-in when added to a class due to the business policy set under Automatic Attendance Tracking. We recommend customizing your business policies for individual services so that your client’s visit status is Pending when they are first booked into a session.

Can a client register for a virtual session through an app that isn’t integrated with WellnessLiving?

Clients can register for a virtual session through an app that isn’t integrated with WellnessLiving. However, they won’t receive a link to the WellnessLiving Zoom meeting. You’d need to send them a Zoom URL to join the online session. In this case, the client’s attendance and payment won’t be tracked in WellnessLiving. However, we’re currently working on an integration with Gympass.

Will the virtual meeting automatically end at the scheduled time set in WellnessLiving?

The virtual meeting for a session won’t automatically end when you’ve passed the scheduled duration of the session. You can continue the meeting for your session for as long as you like.

To end a virtual meeting, the meeting host must click End and then click End meeting for All in the meeting menu.

How can I improve the video quality of my virtual meetings?

For great tips on how to improve your online sessions, please see our blog.

Does FitLIVE support Zoom Rooms or webinars?

No, FitLIVE only supports regular virtual meetings. Zoom Rooms and webinars are extended features offered by Zoom and they aren’t compatible with WellnessLiving.

Can we manage Zoom Breakout Rooms through WellnessLiving?

There are currently no plans to manage Zoom Breakout Rooms in WellnessLiving, but you can use any in-meeting Zoom functions once a Zoom meeting has started. If there is any specific Zoom functionality you want added to FitLIVE, please submit a suggestion to our Community Forum so other businesses can vote on it.

Does FitLIVE allow you to change your background during a meeting?

Yes. FitLIVE still uses the Zoom platform to host virtual sessions, which gives you access to the same settings and controls like a regular Zoom meeting. You can apply a blurred background to maintain some privacy or a virtual background image. For more information, see Changing your Virtual Background image and Using blurred background in Zoom.

Why do I receive a notification saying that my meeting will end in 30 minutes when I have a Zoom Pro account?

This message is displayed when a staff member who isn’t a verified host starts a virtual meeting. Zoom Pro accounts require you to verify specific hosts for your meetings. If a meeting is started by a staff member who isn’t a verified host, the staff member will encounter limitations, such as a reduced meeting duration.

It’s important that only staff members who are verified hosts start Zoom meetings through WellnessLiving. For information on how to set a staff member as a verified host, please refer to the Zoom Help Center.

How to disable the sound notification that goes off when a client joins or leaves a virtual meeting?

You can disable the sound notification in FitLIVE by completing the following steps:

  1. Start the meeting.
  2. Click Participants  in the bottom menu.
  3. In the popup window, click the 3-dot icon Zoom 3-dot icon.
  4. Clear the Play sound when someone joins or leave checkbox.
Can I record a virtual meeting on my local computer and the cloud at the same time?

No. When the virtual meeting starts, you must choose the type of recording you want. You must choose either Record on this Computer or Record to the Cloud, but not both. You can also choose to save the video to your local computer after it has been uploaded to FitVID on Demand. For more information, see Managing a video.

If you’re subscribed to the Professional plan, you can choose whether to enable manual recording or automatic recording and decide what happens to the recorded meeting within WellnessLiving. For more information, see FitLIVE settings.

How long does it take for a recorded session to be uploaded to FitVID on Demand?

The timeline can vary on a case-by-case basis depending on Zoom. Once the livestream session has ended, the recorded meeting will be processed and saved to your computer or cloud, depending on the recording option you selected.

If you’re subscribed to the Basic or Advanced plan, you must manually upload the recorded virtual meetings to FitVID on Demand.

If you’re subscribed to the Professional plan, you can enable the Allow manual recording and save to FitVID on Demand or the Automatically record sessions setting on the FitLIVE’s Settings page to automatically upload recorded virtual meetings to FitVID on Demand. For more information, see FitLIVE settings.

Where can I find the recorded virtual meetings on FitVID on Demand?

All recorded FitLIVE meetings that get uploaded to FitVID on Demand will be automatically assigned to the Cloud Session Recordings video category created by WellnessLiving.

If you’ve already uploaded the maximum number of videos for your FitVID on Demand subscription plan, new FitLIVE recordings won’t be uploaded. To upload more videos to FitVID on Demand, you will need to delete videos from FitVID on Demand or upgrade your subscription plan.

Who has access to the Cloud Session Recordings video category on FitVID on Demand?

Only clients with attended or pending statuses have access to the recorded meetings in the Cloud Session Recordings video category. Clients with no-show, early cancel, or late cancel statuses have no access to the recorded meetings. Access to this video category cannot be modified.

Can recorded virtual meetings that get uploaded to FitVID on Demand be assigned to multiple video categories?

Yes. Like any other videos uploaded to FitVID on Demand, each recorded FitLIVE meeting uploaded to FitVID on Demand can be assigned to multiple video categories or unassigned from specific video categories if needed. For more information, see Managing video categories.

Can I save a recorded FitLIVE meeting that has been uploaded to FitVID on Demand?

Yes. To learn how to do this, see Managing a video.

What is the cloud recording storage capacity?

Each FitLIVE Professional user is entitled to 1GB of storage capacity. This means that each FitLIVE user can upload up to 1 GB of recorded FitLIVE meetings to FitVID on Demand. For more information, see Cloud recording storage capacity on Zoom.

Will the quality of the uploaded recorded virtual meeting be the same as the original livestream quality?

Yes. The recorded virtual meetings will retain their original quality and resolution even when they get uploaded to FitVID on Demand.

 

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