How to send a win back campaign in Glofox

Build your win back list

A win back list has two groups: clients whose membership ended or paused in the last six months, and leads who never joined. Glofox keeps clients and leads on separate tabs, so you build each group on its own.

Past members

1. Click the Reports icon, then Lost Members, and set the time period to the last six months. Glofox counts a membership as lost when it was Cancelled or Expired.
2. Click Columns to add Cancellation Reason, then Download Report for a CSV or XLSX file. A reason shows only for Restricted memberships, where staff are asked for one when they schedule the cancellation.
3. For clients who stopped coming, click the Manage icon, then the Clients tab. Click +Add Filters and use Bookings to find clients who have not booked lately. In this filter, Paused under Membership Status means a membership that starts in the future, not one on hold.
4. On Boost or Elite, open Connect, then Audiences, and click Former clients. The panel shows the filters behind it and how many people it holds today.

The help pages do not describe a filter for memberships on hold, so check those by hand. The Lost Members report finds names but does not send messages. Since September 2025, Create audience can filter on plan end dates. Use that to target plans that ended in your six month window.

Leads who never joined

Click Manage, then the Leads tab, then +Add Filters. Use Lead Status and Date Created for the last six months. Trial Expiry finds people whose trial membership ended. On Boost or Elite, there is also a preset Expired trials audience. Keep Cold leads in: staff set that status by hand, and Cold leads can still book and buy.

Start with the most recent

Run Lost Members for the last two months first and send to them, then run months three to six. People who left recently are the easiest to bring back.

Send the three emails

Bulk email lives in Connect, then Campaigns. Click Create campaign, pick your audience, and write the email or load an email template. Preview sends a test to your own inbox.

• Set a date and time and the last button changes from Send to Schedule. You can set up all three emails on Day 1.
• The email shows your studio name but comes from a Glofox email domain. Replies go to your studio email, which you change in Settings.
• Leave Enable message replies on, as it is by default, so people can reply with your code word.
• Mark each email as a marketing message. Glofox then skips anyone who did not consent to marketing or who unsubscribed.
• Audiences need the Boost or Elite plan. Without them, use Actions, then Download on the Clients or Leads tab, and send from the email tool you already use.

Send the two texts

Texting is an SMS add on you buy through your Onboarding Manager or Customer Service Representative. Texts use SMS credits. The help pages do not give a price per credit or a character limit.

• To text a list, click Manage, then Clients or Leads, add your filters, then Actions, Send Message and SMS.
• Choose This is a Marketing Message so only people who opted in to marketing texts get it.
• Two way texting needs the Boost or Elite plan and works for US locations. Replies land in Connect, then Conversations, with a red notification on the Dashboard.
• People cannot reply to a text marked as marketing. So put your phone number or booking link in each win back text.
• A client who replies STOP can only opt back in through Twilio, the texting provider, not from their Glofox profile.
• First add your SMS terms of service and privacy policy under Settings, then Forms. A link then shows in your web portal, so people can read them as they sign up and consent.

Your ten day plan in Glofox

The five messages, ready to fill in, are on the win back email templates page.

Can Glofox run it for you?

Partly, with XLerate. The plans page lists it as an optional add on for Essential and Boost, and included in Elite. Its workflows sit in Connect, then Automations, and can send email, SMS and push messages.

• Member expired and Member cancelled are built for win backs. They start when an unlimited membership expires or is cancelled. They stop when the person buys a new membership, a trial or a credit pack.
• Both skip Restricted, roaming and group memberships. Each has a preset sequence you can edit, and Add message adds steps.
• The help pages do not give the days between messages, so open each step before you turn a workflow on.
• The Cold Leads workflow starts when you change a lead's status to Cold.
• The help pages do not say whether these workflows reach people who left before you turned them on. Send to your six month list with Campaigns.
• The plans page listed plans from $99 a month in October 2026, with no XLerate price shown.

See who came back

• Ask your front desk to note anyone who mentions your code word. Email replies with the code word arrive in your studio inbox.
• Reports, then Members, then the Net Member Movement tab, set to your campaign dates. It counts clients who were not members at the start but were at the end, even if they belonged before.
• Reports, then Lead Conversion, then the Conversion Performance tab. It counts leads who converted in the period, however long ago they signed up.
• In Campaigns, click a sent campaign and open Insights. The Opens and Clicks cards each have View More for a list of names.

Watch out for

• Clicking Activate on any XLerate workflow starts a 30 day trial. To stop before you are billed, set every XLerate workflow to Inactive.
• Buying a pay as you go membership does not stop the Member expired or Member cancelled workflow. A client who comes back that way can still get win back messages.
• The Lost Members table lists memberships, so one person can appear twice in your export. The Total Lost Members figure counts each person once.
• Admins and receptionists can opt a client out of marketing, but only a super admin can opt them back in.
• The help pages do not say whether an audience refreshes before a scheduled send. Check the count before Day 5 and Day 10.

Sources

• Lost Members report (Glofox, March 2026) and its Total Lost Members update (Glofox announcements)
• Client filters and downloading a client list (Glofox, February and March 2026)
• Filtering leads to send targeted messages and the leads report (Glofox, February and March 2026)
• Lead statuses (Glofox, February 2026)
• Audiences (Glofox, July 2026)
• September product updates (Glofox blog, October 2025)
• Campaigns (Glofox, September 2026)
• Two way communication for messages (Glofox, February 2026)
• Marketing communication consent (Glofox, March 2026)
• Sending an SMS to your clients and two way SMS (Glofox, February and May 2026)
• Conversations tab and SMS terms requirements (Glofox, September 2026)
• XLerate workflows guide and Member expired and cancelled workflows (Glofox, February 2026)
• Leads, cold leads and trials workflows and the XLerate trial (Glofox, March 2026)
• Members reports (Glofox, March 2026)
• Lead Conversion report and Campaigns report (Glofox, February 2026)
• Plans (Glofox)