Facility Details: Common Questions

Getting Started

I don't see all the sections mentioned in this guide - why?

Feature visibility depends on your organization's configuration and your user permissions:

Organization settings:

Not all features are enabled for all organizations
Digital Profile Configuration requires specific organizational enablement
Universal API integration must be configured
Some features are region-specific (Line Chat, WhatsApp)

User permissions:

Your role may restrict access to certain sections
Administrative features may be limited to facility administrators
Brand or regional restrictions may apply

To check: Contact your organizational administrator to confirm which features are available for your facility and user role.

What is the Universal API and why does it matter?

The Universal API is the system that connects Performance Hub data to your organization's website.

Without Universal API integration:

Facility Details don't automatically appear on your website
Landing pages won't function
Booking forms won't work
Custom tracking codes won't execute

With Universal API integration:

Changes to Facility Details automatically update your website
Facility Page and Links Application Page work correctly
Booking widgets function properly

Who sets this up: Your organizational administrator or web development team handles Universal API integration.

If you need it: Refer to /api-docs/universal/overview for implementation documentation, or contact your administrator.

Facility Publishing

Why is my facility hidden by default?

New facilities start in "Hidden" status to prevent incomplete information from appearing publicly.

Before publishing:

Complete all primary details
Add photos
Configure hours
Verify contact information
Preview how your facility page looks

When ready: Toggle to "Published" and save changes.

How long does it take for changes to appear on my website?

Performance Hub: Changes appear immediately after saving

Your website: Depends on Universal API integration:

With integration: 5-10 minutes (cache clearing)
Without integration: Changes won't appear

Digital directories: 24-48 hours for Apple Maps, Google Maps, Facebook, Instagram updates

Door and access systems: 5-10 minutes for hour changes to sync

My changes saved in Performance Hub but don't show on the website - why?

Most common reason: Website not integrated with Performance Hub Universal API

Other possibilities:

Browser cache is showing old version (clear cache and refresh)
Saved changes in Performance Hub but website still pulling old data
Wrong facility selected when viewing website

First step: Contact organizational administrator to confirm Universal API integration status.

Hours and Schedules

What's the difference between Staffed Hours, Extended Hours, and Holiday Hours?

Staffed Hours: Times when staff are present and all services available
Extended Hours: Self-service access periods (may have limited services)
Holiday Hours: Exceptions for specific dates (overrides Staffed and Extended Hours)

How they work together:

Staffed and Extended Hours are your regular weekly schedule
Holiday Hours take precedence on specific dates
Systems (doors, screens, displays) can behave differently based on hour type

Why do my facility hours matter beyond website display?

Facility hours integrate with multiple systems:

Door and access control systems:

Automatically unlock at staffed hour start
Switch to extended access mode during extended hours
Lock at closing time

Coaching screens and displays:

Display appropriate content based on hour type
Show "closed" messaging outside hours

Digital directories:

Apple Maps shows your hours
Google Maps displays operating hours
Facebook shows when you're open

Member communications:

System knows when you're available for contact

Can I have different hours each day?

Yes, each day of the week is configured independently with support for multiple time blocks per day.

Example:

Monday: 5:30am-8:30am, 12:30pm-1:30pm, 4:00pm-7:00pm
Tuesday: 5:30am-8:30am, 4:00pm-7:00pm
Wednesday: 5:30am-8:30am, 12:30pm-1:30pm, 4:00pm-7:00pm
Sunday: Closed (no hours)

How do I handle holiday closures?

Automatic holiday hours: Performance Hub automatically adds holiday hours for upcoming public holidays based on your facility's location. You'll receive a notification banner on your dashboard (and possibly an SMS to primary contacts) prompting you to review and adjust these hours.

To manually add holiday hours:

Click Holiday Hours tab
Add the specific date (e.g., December 25, 2025)
Either set special hours for that day or leave blank for closed
Save changes

Holiday Hours override: These take precedence over your regular Staffed and Extended Hours on the specified dates.

After the holiday: Your regular schedule automatically resumes - no need to remove the Holiday Hours entry.

My timezone is wrong - how do I fix it?

Timezone is automatically detected from your facility's latitude and longitude.

To override:

Find the Timezone field under Facility Hours
Click the search box
Type your timezone name (e.g., "America/New_York", "Australia/Sydney")
Select correct timezone
Save changes

Why it matters: Incorrect timezone affects door systems, hour displays, and scheduled automations.

I received a notification about automatic holiday hours - what should I do?

Performance Hub automatically adds holiday hours for upcoming public holidays based on your facility's location.

You'll be notified:

A banner notification on your main Performance Hub dashboard
Possibly an SMS to your facility's primary contacts (if configured)

What to do:

Go to Facility Details > Holiday Hours tab
Review the automatically added holiday hours
Adjust the hours if they don't match your actual plans
Save to confirm

Default behavior: The system conservatively assumes your facility may be closed on holidays. If you plan to be open or have different hours, simply update the entry and save.

Location and Mapping

The map marker is in the wrong location - how do I fix it?

You can adjust the map marker position independently from your address:

Find the map under Facility Location
Click and drag the marker to the correct position
Latitude and longitude update automatically
Save changes

This doesn't change your address: Your display address remains the same; only the map position updates.

When to adjust:

Auto-detected position is on the wrong side of the building
Marker shows parking lot instead of entrance
Location is slightly off due to address ambiguity

Should I use Auto Detect or Manual Input for my address?

Auto Detect (recommended for most facilities):

Uses Google address autocomplete
Ensures proper formatting
Automatically sets latitude and longitude
Works for most standard addresses

Manual Input (use when):

Your address doesn't appear in autocomplete
You're in a building complex not recognized by Google
You need to specify a suite or unit not in Google's database

My facility is in a mall or large complex - what should I include in the address?

Address field: Include the full address (street, mall name if applicable, city, postal code)

Additional Comments field: Add specific directions:

"Located on the 2nd floor of Madison Mall near the food court"
"Enter through parking structure B, suite 204"
"Next to the Apple Store in the main concourse"

Map marker: Position the marker at your facility's actual entrance if possible.

Photos and Images

What photos should I upload?

Required/recommended photos:

Primary Logo: Your brand or facility logo (square format works best)

Shop Front: Exterior photo showing your facility entrance and signage

Cover Image: Hero image that represents your facility (often interior action shot)

Additional Listing Images: Gallery of:

Equipment and workout areas
Facility amenities (locker rooms, showers, reception)
Staff and coaches
Classes or workouts in action
Facility atmosphere and environment

My photos won't upload - what's wrong?

Common issues:

File too large:

Try compressing image
Resize to reasonable dimensions (1200-2000px width)
Typical limit is several megabytes

Wrong file format:

Use JPG or PNG
Avoid uncommon formats

Image orientation:

Ensure photo is right-side-up
Some devices add rotation metadata that causes issues

Browser issues:

Try different browser
Clear browser cache
Check internet connection

How often should I update photos?

Update immediately when:

Signage changes
Major equipment upgrades
Facility renovations complete
Branding changes

Regular refresh:

Annually review photos for accuracy
Update if facility looks significantly different
Seasonal updates if facility has seasonal elements

Do I need professional photos?

Not required, but recommended.

DIY photography tips:

Use good lighting (natural light preferred)
Clean and organize space before photographing
Take multiple shots and select best
Use a tripod or stabilization
Show people when possible (creates welcoming feel)

Professional benefits:

Consistent quality across facilities
Better composition and lighting
Edited for optimal web display
Brand consistency

Contact Information

What email should I use for Primary Location Email?

Best practices:

Use an email that:

Multiple team members can access
Is monitored daily
Won't change if staff turns over
Is facility-specific (e.g., downtown@yourbrand.com)

Avoid:

Personal email addresses
Emails that forward to personal addresses that might change
Generic company emails (use facility-specific)

What are Other Associated Emails for?

This field is for internal system use, primarily matching and filtering:

Common uses:

Historical email addresses your facility used
Alternate spellings or domain variations
Support ticket routing and matching
Internal communication filtering

Not displayed publicly: These emails don't appear on your website or marketing materials.

Example scenario: Your facility used to be location@oldcompany.com but changed to location@newcompany.com. Add the old email to Other Associated Emails so support tickets sent to the old address still route correctly.

Can I have multiple phone numbers?

The system supports one primary phone number per facility.

For multiple numbers:

Choose your main customer-facing number as Primary Phone
Add other numbers in Additional Comments field if needed
Or include in About the Business description

Social Media Integration

Why do I only enter my handle and not the full URL?

The system automatically constructs the full URL from your handle.

Example:

You enter: ubxdemo
System creates: https://facebook.com/ubxdemo and https://instagram.com/ubxdemo

Benefit: Ensures consistent, correct URL formatting.

I entered my social handles but the buttons don't show on the website - why?

Possible reasons:

Universal API not integrated:

Social buttons require Universal API integration
Check integration status with organizational administrator

Feature not enabled:

Some organizations don't enable social buttons
Contact administrator to confirm

Handle incorrect:

Verify handles are correct (no @ symbol, no URLs)
Test by visiting https://facebook.com/yourhandle manually

Cache delay:

Clear browser cache and refresh
Wait 5-10 minutes for cache clearing

What if my facility doesn't have social media accounts?

Leave the fields empty. Social media buttons won't appear on your facility page.

No requirement: Social media presence is optional.

Digital Directory Publishing

What is Digital Profile Configuration?

A feature that automatically publishes your facility information to major online directories and platforms (Apple Maps, Google Maps, Facebook, Instagram).

Similar to: Services like Yext that sync business information across directories.

Benefit: Update information once in Performance Hub, and it publishes everywhere automatically.

Availability: Must be enabled for your organization. Contact administrator if you don't see this feature.

Why do directory updates take so long?

Directory platforms have review processes:

Apple Maps reviews changes before publishing
Google Maps verifies information
Facebook and Instagram have approval workflows

Typical timeline:

Performance Hub saves immediately
Initial sync to directories: 2-4 hours
Directory review and approval: 24-48 hours

Be patient: Full propagation can take up to 48 hours across all platforms.

My directory listings still show old information - what should I do?

Check Performance Hub first:

Verify changes saved correctly
Check that auto-publish is enabled
Note your Directory Identifier for reference

Wait full 48 hours: Some platforms are slower to update

After 48 hours:

Try manual "Push Updates to Directories" button
Contact organizational administrator
Provide Directory Identifier for troubleshooting
Check that Digital Profile Configuration is enabled for your organization

Can I publish to directories without the website integration?

Yes! Digital Profile Configuration works independently from website Universal API integration.

Works without Universal API:

Publishing to Apple Maps, Google Maps, Facebook, Instagram
Photo updates to directories
Hour updates to directories

Requires Universal API:

Website facility page updates
Landing page functionality
Booking forms

Landing Pages and Campaigns

What are landing pages?

Specialized pages for marketing campaigns with dedicated URLs.

Example landing pages:

Free trial campaign: yourbrand.com/gym/Demo-Location/free-trial
28-day challenge: yourbrand.com/gym/Demo-Location/28-day
Seasonal promotions: yourbrand.com/gym/Demo-Location/summer-special

Purpose: Create targeted campaign URLs for advertising and tracking.

How do I create a new landing page?

Landing pages are created by your organizational administrator.

You can:

Enable or disable existing landing pages
Check the box next to a landing page to activate it

You cannot:

Create new landing page types
Edit landing page content (controlled centrally)

To request a new landing page: Contact your organizational administrator.

When should I enable or disable landing pages?

Enable before campaign launch:

Activate before sharing URLs in advertising
Test functionality before campaign starts

Disable when campaign ends:

Prevents off-season signups for expired offers
Keeps website focused on current promotions

Seasonal reactivation:

Enable annually for recurring campaigns
No need to recreate each year

Custom Tracking Codes

What tracking codes should I add?

Common tracking codes:

Facebook Meta Pixel: Track website visitors and ad conversions from Facebook/Instagram ads

Google Analytics: Monitor website traffic and visitor behavior

Conversion tracking: Measure specific actions (form submissions, bookings)

Retargeting pixels: Show ads to previous website visitors

Coordinate with marketing: Your marketing team typically provides these codes.

I added a tracking code but it doesn't seem to work - why?

Most common reason: Website not integrated with Performance Hub Universal API.

Other causes:

General Data Protection Regulation cookie consent:

In General Data Protection Regulation regions, visitors must consent to cookies first
System automatically handles this
Tracking codes only execute after consent

Code formatting:

Ensure code copied correctly with no missing characters
Include complete script tags if required

Code order:

Some codes must execute before others
Reorder in your list if needed

Testing too soon:

Allow 10-15 minutes after saving for changes to propagate

Is my tracking code data secure?

Your responsibility:

Only add codes from trusted sources
Verify code origin before adding
Remove unused codes promptly
Audit codes regularly

Performance Hub:

Stores codes securely
Executes codes only on your facility page
Handles General Data Protection Regulation consent requirements

Don't add:

Codes from unknown sources
Codes you don't recognize
Codes from expired marketing relationships

Marketing & Print Integration

How does Facility Details connect to Marketing & Print?

Facility Details automatically populates Facility Variables used in Marketing & Print dynamic designs.

Auto-populated variables:

Facility name
Full address
Phone number
Primary email
Social media handles

When you save Facility Details: These variables update automatically for use in dynamic designs.

My marketing materials show wrong information - how do I fix it?

Check Facility Details first:

Go to Facility Details
Verify all information is correct
Save changes if you made updates

Check Facility Variables:

Go to Settings / Account > Facility Variables
Verify variables match Facility Details
Some variables are customizable (may differ from Facility Details)

Re-export design:

Updated information appears in new exports
Old exported files don't update retroactively

Access and Permissions

Who can edit Facility Details?

Access depends on your user role and permissions:

Typically can edit:

Facility administrators
Multi-facility managers
Organizational administrators

May have limited access:

General staff users
Regional managers (restricted to their facilities)

To check your access: Contact your organizational administrator.

I manage multiple facilities - how do I switch between them?

Use the facility dropdown at the top of the page:

Click the facility name dropdown
Select the facility you want to manage
Page refreshes with that facility's details

Changes are facility-specific: Updates to one facility don't affect others.

Can I copy information from one facility to another?

Not directly within Performance Hub.

Workaround:

Open facility A details
Copy relevant information
Switch to facility B
Paste and adapt information
Save facility B changes

Note: Photos must be uploaded separately for each facility.

Troubleshooting

I clicked Save but my changes disappeared - what happened?

Common causes:

Page timeout:

If page was open for a long time before saving
Session may have expired
Re-enter information and save again

Browser error:

Check browser console for errors
Try different browser
Clear cache and try again

Conflicting updates:

Another user may have saved changes simultaneously
Refresh and review current state

Validation error:

Check for error messages on the page
Required fields may be incomplete

Prevention: Save changes periodically instead of making many edits before saving.

Changes saved but I see an error about directory publishing - should I worry?

What this means:

Your changes saved to Performance Hub successfully
Automatic directory sync encountered an issue
Your website updates (if Universal API integrated) likely still work

What to do:

Try clicking "Push Updates to Directories" manually
Wait 24 hours and check if directories updated anyway
Contact organizational administrator with Directory Identifier if issue persists

Impact: Primarily affects Apple Maps, Google Maps, Facebook, Instagram updates. Core Performance Hub functionality unaffected.

The page won't save and shows validation errors - what's missing?

Required fields: Some fields must be completed before saving:

Brand selection
Facility name
At least one form of contact (email or phone)

Field format requirements:

Phone numbers must be valid
Email addresses must be properly formatted
URLs must be complete if provided

Check for red text or error indicators near fields that need attention.

Getting Help

Where can I get more information about Universal API integration?

Documentation: /api-docs/universal/overview provides complete Universal API implementation guidance.

Who to contact:

Your organizational administrator
Web development team
Technical support (provide your facility identifier)

How do I contact support about directory publishing issues?

Information to provide:

Your facility name and identifier
Directory Identifier (shown on Facility Details page)
Description of what's not updating
How long since you saved changes
Screenshots of issue if applicable

Contact: Your organizational administrator or Performance Hub support team.

I want features that aren't available - how do I request them?

Feature availability is organization-wide:

Contact your organizational administrator
Explain which features you need
Administrator can request feature enablement through their support channels

Cannot be enabled per-facility: Most features are enabled or disabled for the entire organization.

Best Practices Summary

Before You Start

✓ Confirm Universal API integration status
✓ Check which features are enabled for your organization
✓ Gather all information before beginning updates
✓ Have replacement photos ready if updating images

Making Changes

✓ Update all related fields together
✓ Double-check information accuracy
✓ Preview changes before saving
✓ Click "Save/Publish Changes" when done

After Saving

✓ Verify changes in Performance Hub immediately
✓ Check website within 10 minutes (if Universal API integrated)
✓ Wait 24-48 hours for directory updates
✓ Monitor for any sync errors

Regular Maintenance

✓ Review facility hours weekly
✓ Update photos annually or after changes
✓ Audit contact information monthly
✓ Refresh About descriptions quarterly
✓ Check directory listings quarterly