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Launch Day Support: How to Reach Zipper Fast

When something goes wrong on launch day, here's how to get help quickly — and how to fix the most common issues yourself.

Support Channels (Fastest to Slowest)

1. Live Chat — Fastest

  • Available inside your Zipper dashboard — look for the chat bubble in the bottom corner
  • Best for: quick questions, something not working, “how do I…” in the moment
  • Available during business hours

2. Your Onboarding Rep — For Major Issues

  • Use the direct contact info shared during your go-live readiness call
  • Best for: migration problems, missing member data, subscription errors
  • Save this contact in your phone before launch day

3. Email Support

  • support@joinzipper.com
  • Best for: detailed questions, non-urgent issues
  • Response: typically same business day

Common Launch Day Issues (Fix It Yourself)

Classes not showing for members

  1. Go to Schedule > Calendar — confirm classes are published (not in draft)
  2. Check that Show in app is enabled on the class
  3. If just created, wait a few minutes for sync

Members can’t log in

  1. Go to Contacts > Customers → find the member → check if their invite email was sent
  2. Ask them to check spam for the invite email
  3. Resend the invite from their profile if needed

Payment not processing

  1. Settings > Integrations → verify Stripe is connected
  2. Check the customer’s card is valid in their profile in Contacts > Customers
  3. Process a test payment with a known-good card through the Point-of-Sale

Member missing after import

  1. Search by email in Contacts > Customers — they may have been imported with a slightly different name
  2. If a large group is missing, contact your onboarding rep with the import file details

Old platform still taking bookings

  1. Confirm all classes are disabled in the old platform
  2. Confirm your Zipper booking URL is updated on your website and social media

Before Launch Day Checklist

Run through this the day before:

  • Go-live readiness call completed
  • Onboarding rep’s contact saved in phone
  • Customer booking flow tested end-to-end with a test account
  • 3+ member accounts verified (they can log in, see their schedule)
  • Test payment processed through Point-of-Sale
  • Zipper booking URL updated on website and social media

Tips

  • Before calling/chatting: Check the self-fix section above first — most launch day issues are covered there.
  • Document anything unusual: Screenshot errors before refreshing — this helps the support team diagnose faster.
  • Live chat works on mobile. All support channels are available from any device.

Need a hand?

Email our team at support@joinzipper.com and we'll usually reply within a few hours.

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