How to send a win back campaign in Gym Insight

Build your win back list

A win back list has two groups: members who cancelled, froze or stopped coming in the last six months, and guests who visited but never joined. Gym Insight has a report for each.

Past members

1. Open the Home Menu, choose Reports, click the Account Reports tab and pick Cancelled Accounts.
2. Set the date range to the last six months, choose any tags you want shown, and click Update. You can export or print the list once it loads.
3. For members on hold, run Frozen Accounts from the same tab. It shows every account that is frozen right now.
4. For members who still pay but stopped coming, use the visit counts Gym Insight sends to Mailchimp. The help pages describe no report of members by last check in.

An account becomes CANCELLED when you cancel it, or when Gym Insight writes it off, by default 180 days after its first declined payment. Those get a Written Off tag.

Guests who never joined

Gym Insight calls these people guests. Open Reports, then Account Reports, then Guest Creation, set the last six months and click Update. For all active guests, click Accounts, then Guest List.

Start with the most recent

If the list is long, run Cancelled Accounts 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

Gym Insight's help pages do not describe emailing a list from inside Gym Insight. The documented route is its Mailchimp connection. You can also export your lists and use the email tool you already have.

• To connect, create an API key in Mailchimp. Then in Gym Insight open Settings, choose Mailchimp, paste the key and click Sync. Let the first sync finish.
• The sync adds a STATUS field to your Mailchimp audience, with the values Green, Yellow, Red, Canceled or Collections. Build a segment where STATUS is Canceled.
• It also adds visit counts: V_PAST_MO, V_PAST_QTR and V_PAST_YR. A segment of Green members with zero visits in the past quarter finds people who stopped coming.
• Gym Insight's guide does not say whether guests sync. If they are missing, export Guest Creation and add them yourself.
• Sender address, replies and scheduling are set in Mailchimp, not Gym Insight. If you cannot schedule, send each email by hand on its day.
• Mailchimp templates include an unsubscribe link, and people who unsubscribe are opted out of that audience's marketing email.

Send the two texts

Gym Insight no longer sends texts. Its help center says SMS support ended on August 31, 2023, after new carrier registration rules, and messaging moved to the Members App. Send the two texts from the texting tool you already use, only to people who agreed to get texts from you.

• To get numbers, open the Members report and click the pencil to choose statuses, types and tags. It lists home, cell and work numbers. Use the export to CSV button, then DOWNLOAD REPORT.
• For people who use the Members App, a group message can carry the same reminder. Filter the Members report by status, click Bulk Actions, then Send Group Message.
• Write the message, click Prepare Bulk Action, and when it is ready click Run Now.
• Gym Insight says app messages reach only people who registered the app and confirmed their email. They land in the app inbox, with a push alert if notifications are on.
• Replies arrive in the Messages tab of Messages & Tasks. The help pages do not say whether cancelled accounts still get app messages.

Your ten day plan in Gym Insight

The five messages, ready to fill in, are on the win back email templates page. Both texts there already fit in 160 characters.

Can Gym Insight run it for you?

Not a win back. Gym Insight's automatic messages, under Settings then Message Options, are for overdue accounts. You write one message each for YELLOW, RED and Delinquent, and it goes out through the Members App. The help pages describe no automatic message for cancelled, frozen or inactive members.

• Tasks can be scheduled to appear in a task list on a later date. Make one for each send day from the Tasks screen, so nobody misses a day.
• Retention Tools, on the member management page, flag members who may cancel and give staff daily contact tasks. That helps before people leave, not after.
• In October 2026 the pricing page listed only the Presales Plan, at $99 a month for your first 100 members. Other plans are quoted on request.

See who came back

• Ask your front desk to note anyone who mentions your code word.
• Make a tag named after your code word: Home Menu, Settings, Tags, then ADD NEW TAG and SAVE. Add it to each returning account by typing it in the box next to Tags.
• The Tag Counts report on the Account Reports tab shows how many active accounts carry that tag. New Account Tags shows the tags on accounts created in a date range.
• Someone brought back with the uncancel account button keeps their old account, so they will not appear in New Accounts. The tag still counts them.
• The Location Performance report shows monthly and yearly attrition and retention. Its help page describes no count of returning members, so use it for the trend.

Watch out for

• Cancelled Accounts includes accounts written off for unpaid dues. Look for the Written Off tag and decide how to handle a balance before you send an offer.
• Gym Insight's Mailchimp guide says the API key expires 12 months after you create it. Make a new key and click Sync again before Day 1, so your segments use current statuses.
• The Members report shows members and guests together. Set the status filter before you click Send Group Message, or guests and current members may get your win back offer.
• The group message steps end with Run Now, and the help pages describe no way to send later. Messages are kept for 90 days, so record code word replies as they come in.

Sources

• How to Send a Group Message (Gym Insight, September 2026)
• Introduction to Messaging using the Member's App (Gym Insight, September 2026)
• Sending an Automatic Message to a Single Member (Gym Insight, September 2026)
• Your Unified Communication Hub (Gym Insight, September 2026)
• The Death of SMS: Important Update (Gym Insight, August 2023)
• Sending Automatic Messages to Delinquent Accounts (Gym Insight, September 2026)
• Setting up Mailchimp Integration and member marketing with Mailchimp (Gym Insight, August 2026)
• How a Member's Status Changes with Payment Declines (Gym Insight, September 2026)
• Cancelled Accounts (Gym Insight, November 2024) and Frozen Accounts (Gym Insight, January 2025)
• Members report and Get a List of Phone Numbers (Gym Insight, September 2025)
• Guest Creation (Gym Insight, February 2025) and Guests (Gym Insight, October 2025)
• Tag Accounts (Gym Insight, September 2026) and Using Account Tags (Gym Insight, September 2025)
• Uncancel a Member (Gym Insight, October 2024) and New Accounts (Gym Insight, August 2026)
• Location Performance attrition and retention (Gym Insight, September 2024)
• Tasks Feature (Gym Insight, August 2026)
• Member Management and Pricing (Gym Insight)
• About unsubscribes (third party guide, Mailchimp)