How to send a win back campaign in TeamUp

Build your win back list

TeamUp calls everyone a customer and gives each one a status. Your list comes from the memberships report and the Customer List status filter.

Past members

1. Open Reports, then Memberships, then All Customer Memberships.
2. Set Any Status to cancelled and Any Cancellation Date to the last six months. Click Download for a file with email addresses.
3. Run it again with Any Status set to hold for customers whose membership is on hold.
4. For people who just stopped coming, open Customers, then Customer List, and pick Inactive in the Status filter.

Inactive means no active membership or class pack and no class for a number of days you choose. Set that under Settings, then Customers, then Edit beside Customer Status. If you use the CRM pipeline, you can also pick the Churned and Lost stages in the Status filter.

Leads who never joined

A lead in TeamUp is someone who filled in your lead form but has not paid. Pick Lead in the Status filter. With the CRM pipeline on, also pick Prospect and Trial, the stages for people who came in or tried an intro offer without buying.

To catch people who never booked at all, open the All Customers report and add the Most Recent Registration column. A blank cell means they never registered for a session.

Start with the most recent

Set Any Cancellation Date to the last two months first and send to that group. Then run months three to six. People who left recently are the easiest to bring back.

Send the three emails

TeamUp's help pages say you cannot email a group such as customers on hold straight from TeamUp. You export the list, or you use Marketing Suite, TeamUp's paid marketing add on.

• To export, open Customers, then Export Filtered List. Choose Export to CSV / Excel or Export to MailChimp, and tick Marketing Preference to see who agreed to marketing.
• Connect Mailchimp under Settings, then Integrations, then Mailchimp. Data flows one way, from TeamUp to Mailchimp. Send or schedule each email from there.
• In Marketing Suite, open Campaigns and click Create campaign. Add your three emails with a four day delay before the second and five days before the third.
• Build your win back list in CRM, then Lists, as a static or smart list. Publish the campaign, open More actions on your list and choose Start a campaign for contact.
• Marketing Suite sets the sender name and address under Administration, then Email Configuration. Accounts include up to 10,000 campaign emails a month.
• The help pages mention scheduling a campaign for one contact, but not a start time for a whole list. They also do not say how unsubscribes are handled. Start it by hand on Day 1 and watch its unsubscribe count.

Send the two texts

Texting is an add on you switch on under Pro Tools, then SMS. In the US you apply for a toll free number, and a partner verifies your details first. Texts are one way and capped at 160 characters.

• Go to Communications, then SMS, then Broadcast Message. Tick your customers, click Create Broadcast SMS, write the text, then Preview and Send.
• Tick This is a marketing message. TeamUp then sends only to customers who turned on Marketing SMS in their account and verified their number. Everyone else is skipped.
• US texts were listed at $0.05 each with a $15 monthly minimum on TeamUp's US setup page in October 2026.
• Nobody can reply, so put your booking link in each text and ask people to mention your code word at the front desk.
• The help pages do not describe scheduling a broadcast, so send each text by hand on its day. Marketing Suite texting is only in some regions; ask TeamUp support.

Your ten day plan in TeamUp

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

Can TeamUp run it for you?

Partly. Two tools can send emails on a timer, but neither sends your win back texts.

• Marketing Suite campaigns send all three emails with the delays you set, and its product page names winback campaigns for lapsed members. It was listed at $109 USD a month there in October 2026.
• Marketing Suite automation triggers include a new contact, a form submission, and a contact joining or leaving a list. Steps can send an email, apply a tag or create a task.
• Without Marketing Suite, every TeamUp business has CRM lifecycle emails. Set the Churned criteria under CRM, then Configure, such as a cancelled membership plus days since last registration.
• Then under CRM, then Email, click Add Notification for that stage. Send at once or after a Schedule delay, and add several emails to one stage.
• These emails fire when someone enters a stage, so they suit people who leave from now on, not those who left months ago.
• TeamUp's automatic texts are fixed types such as reminders, and their wording cannot be edited. Your two texts stay manual.

See who came back

• Ask your front desk to note anyone who mentions your code word. TeamUp texts cannot be answered, so most replies will come in person.
• If your offer is a discount, make it a TeamUp discount code named after your code word. Reports, then Revenue & Billing, then Discount Code Usage, lists every customer who used it.
• In All Customer Memberships, set Any Purchase Date to the campaign dates and compare the names with your list.
• Booking or buying clears the Inactive status, so rerun the Inactive filter to see who dropped off.

Watch out for

• The cancellation date is when someone clicked Cancel. A commitment period can keep the membership running, so some people on your list may still be training. Take them off.
• The help pages do not say whether customers with a membership on hold turn Inactive on their own, so the Inactive filter may miss them. Use the hold status in the memberships report.
• The Unsubscribe link in TeamUp's own emails stops every email, receipts and password resets included, until support turns them back on. Keep that in mind before using lifecycle emails for win backs.
• TeamUp said it would retire its Constant Contact connection on October 1, 2026. If your lists lived there, use Mailchimp or Marketing Suite.
• Once US texting is on, the number cannot be changed, and turning texting off loses it.
• Change a contact's lifecycle stage in TeamUp, not in Marketing Suite. Edits there do not sync back and can break your lists.

Sources

• Memberships report (TeamUp, September 2026)
• Inactive Customer criteria (TeamUp, January 2026)
• All Customers report (TeamUp, September 2026) and customers who never registered (TeamUp, December 2025)
• Lead Management (TeamUp, November 2025)
• CRM lifecycle pipeline (TeamUp, September 2026), editing the pipeline and lifecycle email notifications (TeamUp, July 2026)
• Emailing all customers (TeamUp, December 2025) and emailing customers on hold (TeamUp, April 2025)
• Exporting marketing preferences (TeamUp, June 2025)
• Mailchimp integration (TeamUp, June 2026) and Constant Contact update (TeamUp, August 2026)
• Marketing Suite introduction (TeamUp, August 2026), email campaigns, contacts and lists and FAQs (TeamUp)
• Marketing Suite automations (TeamUp, September 2026)
• SMS overview (TeamUp, September 2026) and enabling US SMS (TeamUp, September 2026)
• Broadcast SMS, email unsubscribes and Discount Codes report (TeamUp)
• Marketing Suite product page (TeamUp)