How to send a win back campaign in Virtuagym

Build your win back list

A win back list has two groups: clients who left or stopped coming in the last six months, and leads who never joined. Virtuagym's analytics page splits customers into active and sleeping.

Past members

1. For clients who still hold a membership but stopped coming, open the Retention Planner. It gives each client a health score from check ins, class attendance and upcoming bookings, to flag who may leave. With Business Analytics, its overview of active and sleeping customers helps too.
2. For clients who cancelled, use the Business Analytics add on if you have it. It covers retention and cancellations and lets you filter, sort and export data.
3. Virtuagym's pages do not say whether that export names each client. If it does not, email support@virtuagym.com and ask how to list clients whose membership ended in the last six months.

Keep the sleeping clients and the cancelled clients in one sheet, so nobody gets the same message twice.

Leads who never joined

Leads sit in Virtuagym's lead overview, with fields such as name, email, phone number, notes, lead status and lead source. Pick the leads from the last six months who never became members. The help pages do not describe a filter for this, so you may need to go down the list by hand. Lead sources are set under System Settings, then Marketing.

Start with the most recent

If the list is long, start with the sleeping clients and anyone who cancelled in the last two months. Then work back to month six. People who left recently are the easiest to bring back.

Send the three emails

For bulk email, Virtuagym points to its Mailchimp integration. Its email marketing page says you can send mass emails to all clients or to chosen audiences and build campaigns there. The pages we checked do not show a way to email a hand picked list from inside Virtuagym.

• If Mailchimp is connected, send each email as a Mailchimp campaign to an audience made from your win back list. Virtuagym does not say which client fields sync, so first check that your past clients and leads actually appear in Mailchimp.
• If Mailchimp is not connected, export your list and send from the email tool you already use.
• The sender address and where replies land are set in whichever tool sends the email. Virtuagym's pages do not describe them for bulk email, so send a test to yourself first.
• Scheduling is not described in Virtuagym's pages. Send each email by hand on its day, or use the scheduler in your email tool if it has one.
• Virtuagym's pages do not say how an unsubscribe in Mailchimp carries back to Virtuagym. Remove anyone who opted out before each send.

Send the two texts

None of the Virtuagym product, pricing or help pages we checked mention texting clients. The automated messages they do list, such as payment reminders, go out by email. So send the Day 3 and Day 8 texts from the tool you already use for texting.

• Text only people who agreed to get texts from you. Lead records in Virtuagym include a phone number, but a number on file is not consent.
• Each text should name your gym, ask people to mention your code word and say how to stop texts. Keep it at least 15 characters under your tool's limit, and add Book: and your booking link only if it still fits.
• Virtuagym's in app promotion banners have visibility settings, but the pages do not say a banner can target past clients. People who left may not open the app, so a banner cannot replace a text.

Your ten day plan in Virtuagym

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

Can Virtuagym run it for you?

Not as a win back, based on Virtuagym's own pages. Its email marketing page lists email automation. The automated emails it names are booking confirmations, payment reminders, scheduling emails, coaching updates and birthday wishes. None is described as starting when a membership ends or a client goes quiet.

• The one automated flow the help center lays out step by step is AutoCollect, under System Settings. It emails clients about failed payments only, with up to four reminders.
• The Retention Planner flags clients at risk of leaving, but the pages do not say it sends them anything. Use it to build your list, not to send.
• Virtuagym mentions Mailchimp's automated funnels for leads and welcome emails. Because it does not say which fields sync, you cannot count on a cancellation in Virtuagym starting a Mailchimp sequence. Ask Virtuagym before you build one.
• Plans for up to 100 clients were listed at $19 (Manage), $24 (Coach) and $39 (All in One) per location a month on the pricing page in October 2026. Lead management and Business Analytics are add ons with no price shown.

See who came back

• Ask your front desk to note everyone who mentions your code word, and keep a tally against your list.
• When someone comes back, find them with QuickSearch by name, email, date of birth or member ID. Its shortcuts include assigning a membership, so you can sign them up from there.
• With Business Analytics, compare new subscriptions and check ins for the ten days after Day 1 with the ten days before. Virtuagym's product page says it covers subscriptions, retention and cancellations, and visits and check ins.
• Business Analytics also tracks leads alongside new subscriptions, so you can see whether more trials joined during the campaign.

Watch out for

• A post on the main community page notifies everyone in your system by email and push notification. Do not post your win back offer there, or current clients will see it too.
• The community help article says chats are not supported, while a product page lists group and direct messaging. Check which your app has before you ask people to reply in the app.
• AutoCollect may still be emailing a past client about an unpaid invoice. Check the AutoCollect filter in the Financial Overview before you send. Nobody should get a payment reminder and a come back offer in one week.
• An older help article says the Leads Module comes with the Growth package. The current pricing page lists Lead management as an add on. Confirm what your account has before you plan the leads half.

Sources

• Email marketing tools and Mailchimp integration (Virtuagym, October 2025)
• Virtuagym pricing (Virtuagym, September 2026)
• How to use the group types in the community (Virtuagym help center)
• How to use the Hidden Profits Marketing integration, for the lead overview, lead fields and the Growth package (Virtuagym help center)
• AutoCollect automated payment follow up (Virtuagym help center)
• How to use QuickSearch (Virtuagym help center)
• Business analytics software (Virtuagym, March 2026)
• All new business analytics (Virtuagym, February 2026)
• Retain your customers, for the Retention Planner health score and community messaging (Virtuagym, October 2025)