Momence FAQs

ISHTA has transitioned to a new booking platform, Momence! Here are some FAQs to help ensure a smooth transition to our new system. We are a small team at ISHTA, so please take some time to read all the way through the following information thoroughly before reaching out with questions:

• When is this change happening? 
  As of Thursday, the 11th of September, please use Momence for all future class registrations and membership/class pack purchases.

• What does this mean for me? 
  Your account, including your membership status, booking history, and future bookings, have all been transferred to Momence. Your membership (if you have one) will continue to auto-renew as long as your payment information has been entered.

• How do I access my new account within Momence?
  We’ve created an account and transferred your existing memberships and bookings into Momence. All you need to do is create a password using the same email address we had on file in MindBody to continue booking (you may use the same password you had in MindBody, if you prefer, or create a new one). When activating the account, you will be asked to sign a new waiver with us and agree to our privacy policy.

• I activated my account but I don’t see my package/membership/etc. Where did it go?
  In most cases this means we had more than one profile/account for you in MindBody tied to more than one email address, and the package/membership went onto the account with an email you are not used to using to book classes. Please reach out to us or to support@momence.com if you don’t see your expected package or membership.

• How do I get started with registering for classes and purchasing new class packs or memberships?
  Classes can be booked via our website or through the Momence App. 

• How do I use the Momence App to book classes and view my account data? Here is a short resource about downloading and using the customer app. There is a link below to download the app.

• How do I get zoom links for livestream classes? All zoom links will be sent by Momence, so you will no longer receive email links from our previous partner, FitGrid. You can also find the zoom link for any livestream class you are registered for by signing into your Momence account and looking for "My Classes" in your Momence dashboard.

• Do I need to update my billing information?
  If you have a credit card on file with us from before, it will be transferred over to Momence and used towards automatic payments/etc.

  Momence uses the Stripe payment system, which imposes processing fees on each transaction. As of November 1st, we will ask clients who use a credit card with us to pay these fees. If you prefer not to pay these fees, there’s an option for you! It’s a quick transition, but we can’t do it for you. 

  ACH (Automated Clearing House) is a direct debit payment method. Merchants use it to withdraw the cost of goods/services from the customer’s bank directly, while still utilizing the same security measures to protect your personal information. Stripe will process ACH payments, and the fee to do it is much lower than when using a credit card. Your information will remain as secure as before – Stripe uses the same security measures for both ACH and credit card storage.

  So, here’s what you do in these easy steps:

  • Once your Momence account is set up, log in. Click your name on the top right, and then click My Account.

  • Click on Save ACH Direct Debit and select your bank. If you don’t see yours, type the name of your bank in the search bar. A window pops up with info about how Momence uses Stripe to process payments; click Agree.

  • Another window pops up. Put in your bank credentials – the sign-in you use to bank online and press Continue. You might be asked to answer some security questions you originally set up with your online banking. After that, click Link, which then links your bank account with Momence. That’s it! All done.

If using a credit card is still your preferred method of payment, you may continue to use it, but please be aware that as of November 1st, you will be subject to Stripe's payment processing fees on each transaction.

Here to help!

We encourage you to seek answers to any further questions you may have from the invaluable customer onboarding resource below or by reaching out to support@momence.com. That said, we are here to support you through this transition and we will do our best to help! As we are learning this new system on our end as well, please bear with us as we seek answers together!