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Email Members and Staff

8 min read Updated 3 days ago

GymMaster supports email communication with individual members, groups of members or staff, class attendees, and prospects. Emails can be sent as one-off messages or configured as templates for automated communications, including confirmations, reminders, and member engagement messages.

Use this guide to understand the available email options and find instructions for each process.

Email Individual Member

Full Guide: Individual Communication

Send a one-off email directly from a member’s profile. This is useful when you need to contact a specific member about their account, membership, bookings, or another individual matter.

Go to Find Member > Member Details > Communication.
Select Send Email
Write your message
Click Send

Bulk Emails

Full Guide: Group Communication

Send a one-off email to a selected group of members or staff using Reports. You can select a report and apply filters to identify the recipients.

Go to Reports and Till > Standard Reports
Select a report that matches your intended audience
Select Edit to apply filters, or select Show Report
Select Send Email
Review the recipients and select all or specific people
Click Next
Write your message and click Send

This process is intended for one-off communication and does not use templates or task automation. You can personalise the message using template fields.

Email Class Attendees

Full Guide: Messaging Class Attendees

Send a one-off email directly to members booked into a specific class.

Go to Schedule and select the class
Select Email Attendees
Select all attendees or choose specific members
Click Next
Write your message and click Send

Create Email Templates

Full Guide: Communication Templates

Email templates allow you to save reusable messages for individualised or automated communication. GymMaster includes pre-built templates that you can review and customise before creating your own.

Templates can include member-specific fields, a subject line, and email content. You can also apply your club’s branded email layout, preview the email, and add attachments after saving the template.

Go to Settings > Templates
Create a new email template or edit an existing one
Enter a template name
Optionally select a category
Choose which club or clubs can use the template
Enter the email subject and content
Insert personalisation fields as required
Save the template

Personalise Bulk Emails

Full Guide: Personalize Communication Templates

Template fields allow you to insert information specific to each recipient, rather than sending every member the same generic message.
Available fields can include member names, membership information, account balances, and links related to payments or billing details.

Open an email template under Settings > Templates
Place the cursor where the personalised information should appear
Open Insert Field and search for the required field
Select the field to insert it into the message
Save the template

When the email is sent, GymMaster replaces the fields with the relevant information for each recipient.

Automated and Confirmation Emails

GymMaster can send emails automatically when defined member events or task triggers occur. This reduces the need for staff to send routine communications manually. Examples include birthday emails, reminders, follow-ups, and other communications triggered by member activity or account events.

There are two main approaches:

Confirmation Emails: Used for supported events such as bookings, sign-ups, cancellations, and purchases.
Task Automation: Used to send templates in response to configured triggers, including events that require custom automated communication.

Club Email Design

Full Guide: Club Email Template Design

The Club Email Template controls the shared design of emails sent through GymMaster, including the header, footer, colours, and branding.
You can create a consistent email layout for your club and use it with email templates. Individual emails can opt out of the branded layout where supported.

Go to Settings > Club Details > Logos and Other Graphics > Club’s Email Template
Choose a footer-only layout or a header-and-footer layout.
Customise the colours and content to suit your clu
Keep the BODY tag in place so GymMaster can insert the email content correctly
Save your design

Delivery and Troubleshooting

View Email Communication History

A member’s Communication tab contains their communication history, including email records. You can review the date, subject, sender, and status, and use the available search and filters to locate specific communications.

Open the member’s profile
Go to the Communication tab
Find the email in the communication log
Review its status or open the record for more information

Troubleshooting

Full Guide: Troubleshoot Email Issues

If a member reports that an email has not arrived, check their email details, subscription settings, and communication history before investigating external delivery issues.

Confirm the email address in Member Details > Details > Contact > Email
Check the member’s email subscription settings under Details > Contact > Subscriptions
Open the Communication tab and locate the email
If an error icon appears, hover over it to review the available error details
If necessary, review Reports and Till > Standard Reports > Retention > Communication Sent

An email that was sent successfully by GymMaster may still be missing from the member’s inbox because of spam filtering, a full mailbox, or rejection by the recipient’s email server.

How Members Unsubscribe or Opt Out of Emails

If a member wants to stop getting emails, they can unsubscribe or opt out with the unsubscribe link at the bottom of an email. The link opens the Subscriptions page in the Member Portal, where the member can turn general updates, membership alerts and marketing messages on or off. The member doesn’t need to log in first.

GymMaster adds the unsubscribe link automatically to:

Bulk emails sent from a report to more than one member
Emails sent by task automation

Bulk emails also skip members who have unsubscribed.

A one-off email from the member’s profile, a test email, or a report email sent to only one member has no unsubscribe link. This is why a test email looks different from the real bulk email.

To choose where the link appears, add the tag [[UNSUBSCRIBE]] (the word UNSUBSCRIBE in double square brackets) as the address of a link in your Club’s Email Template (Settings > Club Details > Logos and Other Graphics > Club’s Email Template). If the tag isn’t in the template, GymMaster puts a “Click Here To Unsubscribe” link at the bottom of the email instead. In emails that get no unsubscribe link, the tag is left empty.

To let members change their subscriptions at any time without an email link, turn on the Manage Subscriptions button under Settings > Member Portal > Customise Member Portal > Portal Buttons. Staff can also change a member’s subscriptions under Details > Contact > Subscriptions.

Why Emails Come From a No-Reply Address

By default, the sender (from address) of GymMaster emails is a no-reply (noreply) address, for example no-reply@gymmasteronline.com. The Reply-To is set to your club’s email address or the staff member’s email address, so when a member clicks Reply, the reply still goes to you.

GymMaster uses the no-reply sender because email providers block or mark as spam emails sent “from” a domain that hasn’t approved GymMaster to send for it.

To send from your club’s own domain (for example info@yourclub.com) as the from address, ask whoever manages your domain to add these DNS records:

SPF: add include:spf.smtp2go.com to your SPF record
DKIM: two CNAME records that GymMaster Support can give you
DMARC: a _dmarc record, for example v=DMARC1; p=none;

You don’t need to change a setting. GymMaster checks the domain of the sender you pick before each email. When the SPF, DKIM and DMARC records are all correct, the email comes from that address. If any record is missing or wrong, the email still goes out, but from the no-reply address. If emails still come from no-reply after you add the records, GymMaster Support can check them for you. Free email addresses such as Gmail or Yahoo can’t pass these checks, so emails from those addresses always use the no-reply sender.

The Club email first setting only changes which address is shown first in the sender list when you send an email. It doesn’t change the from address on its own. If your club uses an external SMTP server, emails are sent from the club email address.

Integrate with Mailchimp

Full Guide: Simplify Email Management with Mailchimp

GymMaster can integrate with Mailchimp to support email marketing campaigns. This allows clubs to use member information from GymMaster alongside Mailchimp’s tools for managing mailing lists and sending marketing communications.

The integration setup and available synchronisation options determine which information is shared between the two systems.

Common Questions This Covers

How do I send an email to an individual member
How do I send a bulk email to members or staff
How do I email members booked into a class
Where do I create or edit email templates
How do I personalise emails with member information
How do I automate emails
Where do I configure confirmation emails
How do I customise my club’s email design
Where can I view a member’s email history
How do I troubleshoot emails that members haven’t received
How do members unsubscribe or opt out of emails
Why is there no unsubscribe link in my test email
Why do emails come from a no-reply (noreply) address
How do I send emails from my club’s own domain or from address