# Frequently Asked Questions

## Booking and Group Visits

### My booking failed at checkout. What happened?

The most common reason is that another guest claimed the last open seat in that time slot while you were completing checkout. Refresh the schedule and select another time slot with enough open seats for your party.

### Can I book seats for friends or family in the same reservation?

Yes. Increase the guest count when selecting your slot and enter each guest's name and email or phone number at checkout. Every attendee in your party will have their own spot on the check-in roster and can sign their own digital waiver ahead of time.

### How do I use a member guest pass for a friend?

Select 2 (or more) seats for your session and go to checkout. Enter the email address and phone number on your membership. Your membership covers your own seat, and you can select your available **Guest Pass** to cover your friend's seat in the same booking.

### What happens if the session I want is sold out?

Select the full session to join the **waitlist** (or enter the **fair-draw window** if the venue runs a verified draw for peak releases). If a seat opens up from a cancellation, waitlisted guests are notified automatically.

### What payment methods are accepted?

Facilities accept major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as Apple Pay and Google Pay through Stripe, plus active memberships, session passes, gift cards, shared group balances, and account credit.

## Credits, Passes, and Gift Cards

### Do my credits or session passes expire?

Multi-visit packs and promotional credits may have an expiration date set by the facility, which is shown next to each balance in your account portal. Monthly included sessions from a recurring membership reset at the end of each billing cycle, while purchased punch packs and gift cards keep their remaining balance until used or expired.

### Can I share my credits or passes with someone else?

You can book multiple seats in one reservation and apply your session passes or store credit to cover guests coming with you. If the facility offers **shared group or household balances** or **member guest passes**, invited members can also book directly from the shared pool. You can also purchase a digital **gift card** for someone else.

### I bought credits or a gift card. Why aren't they showing up?

Enter the same email address and phone number you used at purchase. Passes appear after you add your phone number.

If you received a gift card by email, open the **Claim Gift** link in that email (or enter the gift code at checkout) to attach the balance to your account.

## Membership Renewals and Billing

### When does my membership renew, and when do my monthly visits reset?

Your membership renews automatically on the same billing date each cycle. Any included monthly sessions reset on that renewal date. You can view your exact renewal date and remaining visits in your account portal.

### I cancelled my membership. Why do I still see it active, or why was I charged?

When you cancel, your membership remains active through the end of the billing period you already paid for so you can finish using your remaining visits. If a renewal charge occurred before you cancelled, contact the facility directly to ask about their billing policy.

## Account and Sign-In

### I didn't receive my 6-digit sign-in code. What should I do?

Codes expire after 5 minutes. Check your spam or promotions folder first, or try signing in with your verified mobile phone number if text-message sign-in is enabled at your venue.

### I have two accounts. Can they be merged?

Yes. Contact the facility with both email addresses or phone numbers and staff can merge your profiles, consolidating all credits, passes, reservations, waivers, and memberships into one account.

### How do I update my email address, phone number, or saved card?

Sign in to your account portal to update your phone number, link an additional email or phone alias, or manage your saved payment cards. To change your primary account email, contact the facility directly.

### My membership or class pack isn't on this account.

Sign in with the email the facility already has. If it still is not there, contact the facility and give them that email. They can attach the membership or merge a duplicate account. The front desk can book today's session while they do that.

## Waivers and Arrival

### Do I need to sign a waiver before my visit?

Yes, most sauna, cold plunge, and bathhouse facilities require a signed digital waiver before your first session. You will be prompted to sign right after checkout, via the link in your confirmation email, or at the front-desk kiosk when you arrive.

### If I book for a group, does everyone need to sign a waiver?

Yes. Every person entering the rooms needs their own signed waiver. After booking, share the waiver link from your confirmation screen with your guests so they can sign on their phones before arriving.