f.a.q.

You have questions. wE have answers.

Got a question? Check out the F.A.Q. for the answer. Not here?  Contact us.

General Booking Questions

How do I book a class for MTB MAYhem?

To book a MAYhem class, either visit the  MTB Home Page and click the MAYhem badge or scroll to the bottom of the page. Click “Find Classes” link or visit the page  here. Alternatively, you can use the search calendar to find classes on specific dates.

You can choose one of the 3 items on the page. Either a beginner bundle of 3 classes, a trainers bundle of 10 classes, or a single class. In each case you will select one or more classes to attend during booking.

How do I use the search calendar?

This calendar displays all available classes and appointments in a list view by date. You cannot search for a class to see all available dates for that class (yet).

To find a class or package, first select a date you are interested in on the calendar. This will bring up all available events on that date. If needed, you can add filters by specific service as well as specific trainers/employees.

Do I have to book all my classes in a package at one time?

No! If you are booking a package with multiple classes/services you will only be required to book one date and time at the time of booking. After booking, you can manage your additional time slots from your events and classes page. To access, make sure you have activated your account and logged in. Under the account drop-down menu click on “My Classes and Events”. From here you can see all your booked items, as well as your virtual links. You will also be able to select and book any remaining classes in your packages.

What if I can’t make my appointment?

You can reschedule via your customer dashboard up until 48 hours prior to your appointment. If you are within 48 hours of your scheduled appointment, please reach out to [email protected] for any MTB LBD appointments, or [email protected] for tuning or home IT consults. We can reschedule or offer a credit if the situation warrants it in accordance with our terms and conditions.

You can reschedule from your customer dashboard by finding the appointment and clicking the small edit button in the upper-right of the appointment block.

For LTB ON-DEMAND you have a little more leeway in rescheduling; these are by design meant to be spur-of-the-moment for those life problems that pop up, so we get that things change.  For 15 minute sessions you can reschedule as little as 3 hours in advance.  For 30 minutes its 6 hours, and for hour sessions it is 12 hours.  

How do I get my Zoom link?

After booking you will receive a series of e-mails inviting you to activate your account and confirming your order. If you have not purchased a package, these emails will contain your join link. If you purchased a package, your join links are visible on your classes and events manager in the account drop-down menu.

If you did not receive any links in your email, be sure to check the spam folder.  If you still have not received any emails, please reach out to [email protected] to let us know; any scheduled appointments and events are always visible in your user profile (under the account drop-down menu) in the “Appointments and Events” tab.

I booked multiple Zoom sesions, where are the links?

Links to multiple sessions or classes are not sent via e-mail.  You may receive links via calendar invite, however, the best place to find your links is in the customer dashboard in your profile drop-down menu under classes and appointments.

I scheduled a recurring appointment, can I move it?

Yes!  When booking you are required to set a recurring frequency; however, if you need to move a specific date you can do so under your dashboard.  FInd the specific date you need to move and hit the edit option (in the upper right of the session box) to select a new date and/or time.

How do I reschedule an appointment?

To reschedule you must be logged in to your account. Start by accessing your user profile page from the account drop-down menu.

user profile access

Next, click the “Appointments and Events” in your user tabs.

user tabs

Finally, access the appointment editor.  You see this on the right-hand side of the appointment you want to manage.  Hit “Reschedule”.

appointment manager

A new lightbox will open, in which you will be able to select a new available date and time. Once complete, hit “Confirm” to reschedule the appointment. You will receive an updated Google calendar invite sent to the e-mail address associated with your username. If not received, check your spam folder and be sure to whitelist emails from this site.

I’m having issues with the booking form and cannot book, now what?

The updated booking form may not render correctly on certain mobile devices (iPhone mini has been confirmed). Booking pages have a link to an iPhone-compatible legacy scheduler that works around the issue. Visit the booking page to access the link to that specific legacy scheduler.

If you are still having issues, please contact us and we’ll resolve the problem.

Payment

What payments are accepted?

We accept payment via Stripe or Paypal.

I missed a class or an appointment, can I get a refund?

We do not refund payment for missed classes or appointments per our Terms and Conditions.  Simply put, this is a lifestyle coaching and development process.  That being said, life happens.  If you are unable to make a class or an appointment and cannot reschedule or have already missed it due to a life event, reach out to us at [email protected]

Subscription Management

How do I cancel a recurring subscription?

To cancel a recurring subscription either follow the link in the renewal notice email or cancel through your profile.  To cancel on the website, log in and go to your profile

menu bar

Next, navigate to your profile.

profile link

Once in your profile, navigate to your subscriptions tab.

profile tabs

Your active subscriptions will be listed; hover over the subscription you wish to manage and hit “Manage Subscription to open the subscription options. On the subscription details screen click “Cancel Subscription” to cancel all future recurring payments.  You will receive a confirmation email once complete.

subscription list
subscription details

Questions?  Contact us and we’ll be in touch.

Account

How do I activate my account?

Once booking is complete you will receive an email with a link to set your password. Follow this link to set your password and activate your account. If you did not receive this e-mail, please check your spam or junk folders. If still not found, reach out to [email protected] with the subject line “Account Access”. Do NOT try to create an account. Our booking software and user management software are not fully linked; creating a new account with the same e-mail will require linking and may cause issues with your event manager.

General account notes

Currently the booking system and the site user management are “sorta” linked.  Changes made to your  account page will propagate through the site and booking management.  Please do not  change your password on the booking management page (where you can view your classes/appointments) as the information entered here does not propagate to the site user management system.  

I’m trying to log in and my account has been locked, how do I log in?

Visit this page and fill out the form under the subject “Account Access-Missing 2FA”. Be sure to use the e-mail you registered your account with. Your account will be manually unlocked, and we will send you an email once that is complete. Please make sure that you enable and set up your 2FA within 7 days of registration or account unlocking to avoid future lockouts.  You can activate and set up 2FA under your account dashboard.

How do I set up 2FA?

Download your client of choice to your mobile device. Options include Google Authenticator, Twilio Authy, Microsoft Authenticator, Synology Secure Sign-in, and others. Once downloaded, log in to your account and visit your account dashboard.  On the left-hand side, click on WP-2FA.  Follow the steps to complete setup.

It is strongly recommended, in the event you lose your mobile device, that you download and save the backup codes somewhere safe that is accessible without your mobile device.  These will allow you to log in without your mobile.

As a reminder, your account will be locked after 7 days if you do not set up 2FA.  This is done to safeguard your account and to prevent bot registrations.

How do I manage my notifications?

To manage your notifications you should go to your account menu.  From your account details, you have two options: general notifications and real-time notifications.  The general notifications option disables the email notification for any chat messages that come through on the site.  Generally, if you receive a new message on the site and have not viewed or responded to it within 1 hour you will receive an automated email notifying you of a new message.

Additionally, you can tailor your real-time notifications. Real-time notifications appear for a variety of events, including friend requests, post activity, group activity, and site messaging. You can disable most of these from the real-time notifications menu.

You can also view all your previous notifications under your profile. To see all recent notifications, visit your profile and click the notifications tab (note that this tab will not be visible until you have received at least one notification). You can dismiss or remove notifications from here.  Alternatively, you can view all your notifications by clicking the notification icon in the upper menu bar and then clicking the “View All” button to go directly to the notifications page.

Can I restrict who can message me?

To restrict messaging visit your account page and then the messaging menu. By default, any site user can message you. However, you can change this to friends only or nobody. By setting it to nobody you can send messages, but you cannot receive new messages.

Can I modify the messaging bar?

To an extent you can hide the messaging bar.  By default, the messaging bar will show on all pages, but you can restrict it to only your user pages (account, profile, etc.).  You can also disable the messaging bar completely.  You will only be able to message friends and other users directly from the user page or your friends tab.

Can I change what’s displayed on my public profile?

To change your public profile information sign in and visit your account page. Hit the “Privacy” option. From here you can set a few things. First you can choose to display your birthday, mobile number, and gender in your public profile. The default for these is no. Additionally, you can set who can view your friends and the groups you are subscribed to. Lastly, if privacy is your primary concern, you can completely hide your profile from the users page. Note that only logged in users can view the user listing.

Synology

How do I reset my password?

To reset your password, log in to Synology DSM and hit “Forgot Password” or e-mail [email protected]  You will receive an email with a temporary password within 24 hours.

Are my chat messages private?

Your private messages cannot be seen by members you have not added to the channel.  However, all chat conversations (except for encrypted conversations) can be seen by site admin.

Can I share links externally?

No, this has been disabled.  You can, however, share links internally with other members.

General Questions

When I log in I have to complete a Google Recaptcha challenge and the login screen says an error has occured. Now what?

Just hit the login button again (don’t refill your information).  The form stores the successful recaptcha and allows submission once the recaptcha has completed.

My browser is giving me a warning that this site may be trying to steal my personal information, what’s up?

This is usually due to an issue with the SSL certificate (the encryption that allows the padlock in browser address bars). Most commonly this will appear if the SSL certificate has expired or if your browser has cached the site and the SSL certificate has been renewed recently. Most often the SSL certificate will be renewed further in advance than most browser cache periods, but in the event you get this warning first try to clear your browser’s cache (settings>privacy>clear browsing data). Most of the time that will solve the problem. We do use several layers of security, including Cloudflare proxy services, as well as multiple firewalls to safeguard your (and our) data. No payment information is stored on the site; all payment info is handled by third party services such as Stripe or Paypal with bank level encryption.

How do I get my digital downloads?

Your digital downloads can be found here (you must be logged in to access), or visit your profile menu and the downloads tab. You will need an account to access and download most resources; most items rotate throughout the year, but you will, unless it is a time-limited item, have access to these through your download library indefinitely.