We’ve upgraded our booking platform
Hoop Lab members,
Based on your feedback, we're making a big change to make it easier for you to book classes and manage your membership by changing our booking platform from MindBody to Momence, effective January 16th!
We’re currently working through some hiccups. As part of this transition, we’re migrating everyone’s memberships, credits, and billing information so there’s as little work as possible for our customers. This is taking a bit longer than we expected to get right, given the complexity of our membership database. Please bear with us as our team works to finalize everything. It should be completed shortly.
This Change Will Make Hoop Lab Easier to Use
Many of you have shared frustrations with our prior platform, and we've been working hard to find a better solution for you. After an extensive search, we’re thrilled that Momence will offer big improvements for your experience, including:
Clear visibility into how many class credits you have left
Easier filtering of classes by age, level, location, and more
Simple add-on purchases so you can quickly grab more classes when you're running low
A more intuitive, user-friendly experience overall
Price Update With this transition, we're also making a small adjustment to our pricing. As costs have risen across the board, we want to ensure we're compensating our amazing coaches fairly for the incredible work they do with your athletes every single day. We appreciate your understanding and continued support.
A Quick Note: We're really confident this new platform is going to make for a much better experience for everyone. That said, as with any transition, there may be a few hiccups in that first week. We ask for your patience and grace as we work through any bumps—we'll be here to support you every step of the way!
WHAT THIS MEANS FOR YOU
Here’s what you need to do.
Step 1 - Reset your password to access your new account in Momence
You must do this before you can access your bookings and membership.
Step 2 - Check if you see your children
Log into your Momence account and go to My Children. To ensure you can book classes, please take a moment to confirm all of your children are on your account.
If they aren't, that's okay, we'll fix it! Just let us know in this quick Typeform so we can get it fixed right away!
Confirm Your Children Are In Your Account
Step 3 - Download the new Hoop Lab app
Our old app won't work anymore. Be sure to create a password in Step 1 first
Step 4 - Report any bugs or issues
While we've tried to make this switch as seamless as possible, we know there are some issues to correct.
If you see duplicate memberships or class credits that look off, don't panic -- we're still in the process of doing a review of all accounts and will clean everything up.
But if you see anything that looks wrong, it's super helpful if you can let us know in this quick Typeform so we can make sure it's fixed in the coming days.
A TOUR OF MOMENCE:
Here’s a little tutorial of common actions:
To filter our class schedule by age & level, you’ll simply filter by tags
On the mobile app, when viewing the schedule, use the ‘filter’ function in the bottom right, click on tags and select the relevant tags for the ages & levels you’re looking for
To see & manage your existing classes
On the mobile app, click on the Hoop Lab icon in the top left of the home screen. You’ll see bookings there. On desktop, you’ll go to Children > My Children’s Events.
To see how many credits you have left
On the mobile app, click on the Hoop Lab icon in the top left of the home screen. Then go to Memberships. On desktop, you’ll go to Memberships.
Existing memberships and packages will show up under ‘Active’. You’ll see how many credits you have left and when they expire.
You can also easily purchase member add-on classes or non-member class packages at any time
Need help? We're standing by! We’ve done our best to migrate Parent & Child accounts and account history but if anything looks off - don’t worry, just let us know here and we’ll get it fixed.
We kindly ask that you review your account in Momence to make sure your information looks good to you. Any errors you spot we can most easily resolve within the next week. After that, we will no longer have access to the prior software and troubleshooting will be more difficult.
Thank you from the bottom of our hearts for your collaboration and partnership in this transition!