Your clients' ResNeo account
Anyone who books with you can have a free ResNeo account of their own at resneo.com/account. It is where they find their bookings, their passes, their receipts and their contact details, without ringing you.
They can also use the ResNeo app, the same one your team uses. The customer side is live on the App Store and Google Play, so this is a real choice your clients have today, not something coming later. Signing in without a staff profile opens the customer side instead of your diary, with four tabs of their own: Home, Bookings, Passes and Profile. Under MANAGE on a booking they get Confirm I am coming, Change date or time and Cancel this booking, within the rules you have set. It is the same account and the same bookings as the website, so it does not matter which they use.
You do not switch this on and you cannot switch it off. It is worth knowing anyway, because half the calls you take are questions the account already answers.
Before you start
- Nothing to set up, and nothing to pay for. It is the same account for every venue they book with.
- A client only needs one, however many ResNeo venues they use.
- You have no way in. You cannot sign in as a client, set their password, or add a booking to their account by hand.
- If one of your team also books as a customer somewhere, one email covers both. The app asks which side they want the first time they sign in, and they can switch at any point.
How a client gets in
They sign in at resneo.com/login, or in the app, with a password or with a one-time link sent to their email. On the web there are two tabs, Password and Magic Link. On the magic link tab they type their email, click Send Magic Link, and ResNeo replies "Check your inbox for the sign-in link."
The important part for you: their bookings are matched by email address. When somebody signs in for the first time, every booking already held under that email, including ones you took by phone or imported, is linked to their new account. If they book with one email and sign in with another, they will see nothing, and the fix is for them to sign in with the email on the booking.
On their first few visits a banner offers Set a password to get straight back in, with a Set a password button. They can dismiss it and carry on using email links.
The sign-in email, and how long they have
This is the call you will take most often, so it is worth knowing what the email says.
- The subject is Sign in to ResNeo and the heading is Your sign-in link. The button reads Sign in to ResNeo, or Open the ResNeo app when they asked from the app.
- They have 24 hours. The email says so: "This link works once and expires in 24 hours."
- The button and the code are one key, not two. Underneath the button sits a short sign-in code, for the app and for anyone whose email program mangles links. Using either one spends both, so a client who taps the button and then types the code is told the second one has already been used. The email says this in as many words: "The button and the code are the same one-time key, so use one or the other, not both."
- Asking for another link cancels the one before it. Only the newest email works, so somebody who clicks Send Magic Link twice and then opens the first email will be turned away. Tell them to go back to the most recent one.
- The code is typed into the Sign-in code box in the ResNeo app. There is no code box on the website, where the button is the way in. Do not count the digits or assume the code is the same length every time.
- A link that has already been spent, or is more than 24 hours old, shows: "This sign-in link was already used or has expired. Please request a new link." Asking for a fresh one always works.
Opening the link no longer costs them the sign-in. Email scanners at work and at some providers fetch every link in a message before the person sees it, and that used to burn the key. ResNeo now shows a Signing you in page with a Continue to ResNeo button, and nothing is spent until they arrive.
Once in, the header says Customer portal, then My account, with their email address and a sign out button. Four items run underneath: Bookings, Passes and plans, Profile and Help.
The overview
The first screen greets them by name (Welcome back, Ada) and leads with their next booking. If there is nothing booked, they see No upcoming bookings and a See your booking history button.
Below that, only when they apply:
- A panel saying One booking still has something to pay, listing the venue, the date and the balance, with the note "You pay the venue directly for these, when you go." The account cannot take that money, and does not pretend to.
- Also coming up, a short list of their other upcoming bookings, each with a Details link.
- A line telling them one of their other bookings has a form to complete.
- Your venues, "Everywhere you have booked, most recent first", one card per venue with the number of bookings, the deposits they have paid there, when they are next in, and View booking and Book again links. Book again goes straight to your booking page, or to your combined page if you are in a live venue collective.
Bookings
Your bookings is headed "Reservations and visits linked to your account. Open a booking for details or use the venue manage link where available."
- Waitlists sits at the top, listing places they are waiting for, marked A place is open when one has come up, each with Leave waitlist.
- Two rows of filters: All, Upcoming, Past, and then All types with Appointments, Classes, Events and Resources. A type only appears if they have that kind of booking, so a salon client never sees an events filter.
- Details opens the booking. That page carries the same controls as the link in their confirmation email: Change appointment and Cancel appointment (or a Need a different time? note when you do not allow online changes), Get directions, forms still outstanding, Add to Google Calendar and Download for other calendars. It also adds Payments for this booking, which the emailed page does not have.
- A past visit shows Book again.
Passes and plans
Four tabs: Credits, Courses, Memberships and Recurring. This screen only has anything in it if you sell class packs, courses or memberships, which needs Class packs, courses & memberships turned on under Settings, then Booking Settings.
- Credits is headed Class credits: "Credits are held with each venue separately. Buy a pack from a venue that sells them, then use your credits when you book a class there." It shows Balances, Buy a pack and Recent activity.
- Courses lists their Enrollments and the courses on sale, free or paid.
- Memberships shows Your memberships and Start a membership, with the line "Memberships are billed by the venue you joined, not by ResNeo."
- Recurring is Repeat class bookings: "Pick a day and time, and we will book that class for you each week. You need a membership that includes repeat booking."
Profile and preferences
The longest screen, with jump links at the top to Payment history, Saved payment methods and Password and account. Everything above those three is saved with one Save changes button at the foot.
- Contact details: First name, Surname, Email, Phone number and Preferred display name (optional). Email is their sign-in address, so changing it asks them to confirm from the new inbox.
- Dates and sign-in: Timezone, which decides how dates and times are shown to them, and Default destination after login (Ask when needed, Account or Venue dashboard).
- Notification preferences: two tick boxes, both about email from ResNeo itself, not from you. One covers account notices, the other covers ResNeo product news. The screen says plainly that confirmations, reminders and changes are set by the venue they booked with.
- Venue marketing consent: one row per venue they have booked with, each with a Marketing emails tick box and the date consent was recorded. This is the one that matters to you, and the next section explains why.
- Devices: Register this browser helps ResNeo spot unfamiliar sign-ins. Registered browsers can be removed.
- Payment history: "Deposits and payments recorded against your bookings", each row showing the amount, the venue, whether it was card online, card in person or another method, the date, and a View booking link. Refunded and pending payments are labelled as such.
- Saved payment methods: cards are saved with each venue separately, never across ResNeo. They pick a Venue, see Saved cards, and can Add card or remove one.
- Password: create or change the password for email and password sign-in. Email links keep working either way.
- Sessions: Sign out everywhere.
- Download your data: "Everything in your account, as one file: your profile, bookings, payments and waitlist places." It downloads to their device rather than arriving by email.
- Delete account: they type DELETE MY ACCOUNT and click Request account deletion. There is a 30-day grace period, and Cancel deletion request stops it during that time.
What this means for your venue
Fewer calls. "What time am I in on Thursday", "have I got any credits left", "what did I pay you" and "can you resend my directions" all have an answer they can reach themselves.
Self-service changes. Clients can move an appointment from the account when Guest self-reschedule is on under Settings, then Booking Settings, in Optional Booking features. With it off they can still cancel, and are told to phone you to move it.
Marketing consent, kept honest. Venue marketing consent on their profile lists one row per venue they have booked with, so ticking Marketing emails for you changes their record in your Contacts and nothing else. It never touches another venue, even one you share a collective with, because each venue holds its own record of that person. Open the contact and look at Marketing preferences, which holds the tick boxes Opted out of marketing and Marketing consent given and shows Last consent recorded. On the Contacts filter panel, Marketing consent narrows the list to Subscribed or Not subscribed, which is what you build a mailing list from. See your contacts (CRM).
Deletion is not just their account. A deletion request removes their access after the grace period and anonymises the personal details held against them at the venues they booked with, in line with data protection rules. The booking history stays for your figures, without their name on it.
Common problems & fixes
| Problem | Likely cause | Fix |
|---|---|---|
| A client says their account shows no bookings | They signed in with a different email from the one on the booking | Ask which email they used, then check the address on their record in Contacts |
| Their older bookings are missing | Those bookings carry a different email address, or none at all | Correct the email on the contact, then merge duplicate records if there are two |
| They cannot change an appointment from their account | Guest self-reschedule is off | Turn it on under Settings, then Booking Settings, or move the booking yourself |
| They ask you to reset their account password | Only they can do that | Send them to resneo.com/login and the Password section of their profile |
| Their sign-in link says it was already used | They asked for a second link, or used the button and then the code. Either one spends the other, and a new link cancels the one before it | Ask them to open the most recent email and use the button or the code, not both. A fresh link can always be requested |
| Their sign-in link has stopped working | It is more than 24 hours old | They request a new one from resneo.com/login |
| They cannot find where to type the code | There is no code box on the website | The code is for the ResNeo app, in its Sign-in code box. On the website they use the button in the email |
| They say they never opted in to your emails | Consent comes from the tick box when they book, or from Venue marketing consent in their account | Check Marketing preferences on their contact for the date consent was recorded |
| They want a record of what they paid | It is already there | Point them at Payment history on their profile, or Payments for this booking on the booking itself |
| They ask you for a copy of their data | The account does it in one click | Point them at Download your data on their profile |
| They want their data deleted | They can request it themselves, or you can erase it at your end | Delete account on their profile, or Erase personal data? on their contact in Contacts |