Included:
A recommended communication plan and timeline
Channel-by-channel guidance (email, SMS, in-app, social, print, onsite)
Customer instructions for accessing their new Clava account and completing required setup (password reset, profile fields, waivers, payment details, memberships)
What customers need to know (core message checklist)
Use this as a master checklist and tailor wording to your audience.
1) What is changing (and what isn’t)
What’s changing: the system customers use to view/manage their account (and possibly how they log in, pay, sign waivers, book, or access memberships).
What’s not changing: your brand, your team, and the service customers receive (be explicit if memberships/credits will carry over).
2) When it’s happening
Migration date(s) and time window (include timezone).
Any service disruption (e.g., “booking unavailable from 10pm–2am”).
When customers can first log in to Clava.
3) What customers must do
How to access the new account (reset password, log in).
Any required steps to regain full access (complete profile fields, sign waivers, confirm payment details on their account).
A clear call to action: “Set up your Clava account now to avoid issues later.”
4) What will be migrated
Explain plainly which data will and won’t carry over. Examples:
Memberships / plans - Yes, memberships / plans are expected to carry over onto the new account, but advise customers to check that the correct memberships remain in place on their account. Customers can access their profile by clicking the My Account in the top corner, followed by “Profile”. From here, they can navigate to “Passes & Subscriptions” in the drop-down menu.
Credits / packages - Yes, credits and packages are expected to carry over. Contact a member of the team if you believe anything has been missed.
Booking history - No, your booking history will not carry over into the new system, though this may be stored separately outside of the new system.
Personal details - Yes, this should all appear in your new account, but please double check that everything is correct and up to date in your profile. We know addresses and phone numbers change, so this is a good opportunity to update them with us.
Saved payment method(s) - Yes, please check that the card stored on file is the card that you wish to use for any subscription payments. This can be found and updated in the “Wallet” section of your profile.
Waiver status - No: New waivers must be completed.
Family Accounts
Family accounts - All juniors should be linked to a parent account in the Clava system. Family accounts should remain linked in the migration process if they were linked together in your previous software, but we advise all customers to double check family members are linked correctly to their account when they first log in. If you wish to add a new family member, click “Add family member +” as shown below.
If anything will not migrate, tell customers what they should do (e.g., “Please complete any new waivers that show up on your account when you first log in.”).
5) Where to get help
Support email/phone:
Help center/ website link (if you have one):
Onsite support (front desk/coach scripts): (Prepare your team with this information)
What information customers should provide if contacting support (e.g. customer name, customer date of birth, email used previously, phone number, error screenshot)
Recommended communication timeline (suggested)
Adjust based on migration complexity and customer volume.
2–4 weeks before: “Heads up”
Goal: introduce the change early and reduce surprise.
Announce the move to Clava and key benefits.
Share the migration date window.
Let customers know they’ll receive setup instructions.
7–10 days before: “Action required”
Goal: drive preparation and capture problems early.
Send step-by-step login/setup instructions.
Encourage customers to check their email address on file (if relevant).
Explain what to do if they don’t receive the reset email (e.g., visit your website, go to the sign-in page, reset the password, then follow the steps to log in).
24–48 hours before: “Reminder + downtime”
Goal: set expectations and reduce support load.
Confirm the exact time window.
Repeat the top 3 actions customers may need to take.
Day of migration: “We’re migrating now”
Goal: keep customers informed in real-time.
Short update: what’s happening, expected downtime, where to find updates: Re-iterate that their profile will be migrated over, so they should not create a new profile and should instead reset their password using the email address that they used for their original account with your business.
Immediately after: “You’re live on Clava”
Goal: get customers successfully into their accounts.
Confirm migration is complete.
Provide the “first login” instructions and quick checks (payment/membership).
Link to support and FAQs: We recommend tracking your own FAQs and quickly releasing answers to the questions you are seeing most often.
1 week after: “Nudge + reassurance”
Goal: catch customers who missed the earlier messages.
Resend setup steps.
Highlight common issues and solutions - This will streamline the experience when customers arrive on site.
Channel playbook (what to send where)
Use multiple channels for reinforcement. Keep each message aligned with your master checklist.
Email (primary channel)
Best for: detailed instructions, links, FAQs.
Use a clear subject line:
“Action required: Set up your new Clava account”
“We’re moving to Clava on [date]”
Keep the first screen scannable:
What’s happening
When
What customers need to do
Support link
Email tips
Use one primary call-to-action button: “Set up my account” (only use this once the migration is complete)
Include a plain-text fallback link.
If you have multiple customer segments, consider separate emails:
Active members vs. inactive customers
Customers with memberships vs. pay-as-you-go
Customers with family members on their account
Customers that book into your regular programmes
SMS (optional, high reach)
Best for: short reminders and urgent notices.
Link to a landing page or Clava login page.
Keep it under ~160 characters where possible.
Examples:
“Reminder: we move to Clava tomorrow. Set up your account here: [link]”
“Migration complete—log in to Clava: [link]. Need help? [support link]”
In-venue / onsite signage (print)
Best for: customers who don’t engage digitally.
Place at reception, studio entrance, changing rooms.
Include clear and basic instructions.
Include a QR code to the setup page.
Keep copy simple:
“We’re moving to Clava”
“Scan to see what you need to do”
“Ask the team if you need help”
Social media
Best for: awareness and reminders.
Post a simple timeline graphic or carousel.
Pin the post during the migration window.
Use short, repeated CTAs:
“Reset your password”
“Log in to your new account”
“Sign your waiver / confirm your details”
Direct people to a single link (bio link or landing page).
Website banner / landing page
Best for: a single source of truth.
Create one page that contains:
Migration date/time
Downtime notice (this will be the window between final download and go-live - while we keep this as small as possible, it’s worth noting that bookings and memberships created after the final download will not carry over).
Login/reset instructions
FAQ
Support contact details
This reduces confusion from customers finding older posts or forwarded emails.
Customer service scripts (front desk, phone, chat)
Best for: consistent support responses.
Provide a short script for:
“How do I access my account?”
“I didn’t get the reset email.”
“My membership/credits look wrong.”
“My payment method didn’t transfer.”
Customer instructions: accessing the new Clava account
Below is a customer-friendly flow you can use in emails, on your website, or printed handouts.
Step 1: Go to the Clava login
Visit: [insert your Clava login URL]
Choose Log in.
Step 2: Reset password (first-time access)
If customers are being moved from another platform, they will often need to set a new password.
Select Forgot password (or Reset password).
Enter the email address they used with you previously.
Open the password reset email and follow the link.
Create a new password and return to the login screen.
If they don’t receive the email
Check spam/junk.
Confirm they used the correct email address.
Wait a few minutes and try again.
If they still can’t access it, contact support: [support email/phone].
Step 3: Log in
Use their email + newly created password to log in.
Step 4: Complete any custom information fields
Some operators require additional fields (e.g., emergency contact, health info, preferences).
Ask customers to complete any required fields in their profile.
If a field is required, explain why and how it’s used (briefly).
Step 5: Complete required waivers
If waivers are required for participation:
Direct customers to the waiver section (or prompt shown on first login).
Ask them to sign before their next visit/class.
If waivers must be signed for minors/dependents, provide that path clearly.
Step 6: Check key account details
Ask customers to verify the information that matters most:
Memberships / plans
Confirm active membership name and status.
Confirm renewal date (if applicable).
Credits / packages
Confirm remaining credits and expiry dates (if applicable).
Payment details
Confirm the saved payment method (if transferred) or re-add a card if needed.
Confirm billing address details if required.
Profile details
Name, phone number, marketing preferences, emergency contact.
Bookings (if relevant)
Confirm upcoming bookings or show how to book again in Clava.
Common migration issues (and how to preempt them)
Wrong email address on file
Preempt with: “Use the email you previously used with us. If you’re unsure, contact us and we’ll confirm it.”
Password reset email not received
Preempt with: spam/junk guidance, wait time, support instructions.
Membership/credit discrepancies
Preempt with:
A “what’s migrated” list
A clear support path for corrections
A short SLA expectation (e.g., “We respond within 1 business day”)
Waiver prompts surprise customers
Preempt with:
Explain waivers are required
Set expectations early (“You’ll be prompted to sign on first login”)
Operator prep checklist (before you send anything)
Confirm:
Migration date/time and expected downtime window
The Clava login/reset URL you want customers to use
Your support inbox/phone and who monitors it during migration
The definitive “what’s migrated” statement
Any required custom fields and waiver rules
Prepare assets:
Email templates (heads up, action required, reminder, live)
SMS copy (short reminders)
Website banner + landing page
Print signage + QR code
Staff scripts + quick troubleshooting steps
Suggested email structure (copy outline)
You can reuse this outline for most emails.
Headline: “We’re moving to Clava on [date]”
Why: 1–2 lines on what customers gain (simpler booking, easier account access, etc.)
When: date/time + downtime (if any)
Action: “Set up your account”
Steps: reset password → log in → complete fields → sign waiver → check membership/payment
Help: support details + FAQ link