Client Management

Overview

Every person who takes a lesson at your riding school has a client profile in Horsify. A profile carries the details a school needs beyond a name and phone number (experience level, weight and height for safe horse allocation, medical conditions, dietary requirements, waiver status and any staff alerts), and it links the client to their bookings, lesson packages and student progress.

The Clients page (Riding School → Clients in the organiser menu down the left of the page) is where you find, filter, edit and export those profiles.

Who this is for: Riding schools and equestrian centres on the Riding School plan (and solo instructors on the Instructor tier, where the menu item is labelled Your Clients). Your organisation's administrators can use it, and so can staff with the Clients area: at View they can find, open and export clients, and at Manage they can also edit them, add alerts and add children. See Staff Access.

How clients get into Horsify

You don't fill in a big form to create a client. Profiles are created for you as part of booking:

• You add them while making a booking. On the new booking form (Riding School → Bookings → New booking), choose Add New Client next to the client selector, enter a Display Name, Email (required) and optional Phone, and save. The client is created, selected for the booking, and emailed an invitation to set up their Horsify account. The same Add New Client option is available on the facility hire booking form, where only the Name is required and the email is optional.
• They book online. When someone books a lesson through your public booking page, a client profile is created for them at your school automatically the first time they book.
• They already have a Horsify account. If the email you enter belongs to an existing Horsify user, that person is linked to your school as a client rather than a duplicate being created.

Each rider with a login needs their own email address. If you enter an address that already belongs to someone under a different name, the form tells you so; it does not add the new rider onto that person's record. If that person is already one of your clients, the form names them and offers Use {their name}. If they aren't, the form doesn't say who holds the address: it says the email belongs to a Horsify account under another name and offers Use the account holder or Add {name} as a child on that account, or you can give the rider their own email address. Entering the same name and email again simply selects the existing client rather than creating a duplicate.

Children who ride under a parent

A child doesn't need an email of their own. Add them under their parent:

• While booking: enter the parent's email on Add New Client. When the form says the address is already the parent's, choose Add as {parent}'s child. The name you typed is kept; add a date of birth, weight and medical conditions if you have them, then Add child. The child is selected for the booking.
• From the Clients page: on the parent's card, choose Add child. The parent's card lists their children, and each child's card shows the parent under Guardians.
• Health details need the parent's agreement. If you type medical conditions for a child, tick the box confirming the parent has agreed to the school recording this health information. The child can't be saved with medical conditions until it's ticked. The form also shows a short notice explaining that your school keeps the child's record and Horsify holds it on your behalf.
• A child already on your books with no parent: on the child's card, choose Link to a parent and pick the parent from your clients. The No parent recorded filter lists active under-18 clients with no parent linked.

Siblings are added the same way, each under the same parent. Adding the same child again (same name and date of birth) finds the existing child rather than creating a duplicate. In the booking form's client search a child appears as "Sam Smith (child of Jo Smith)" so you pick the right one.

What the parent gets:

• Messages about the child go to the parent: booking received and confirmed emails, status updates, payment reminders, lesson reminders and waiver requests, all naming the child. A lesson reminder comes once: as a push notification to the parent's app, or else a text to the parent's own mobile if your school sends text reminders, or else an email. Texts about a child's lesson go to the parent's mobile, never to a number on the child's record, and aren't sent if the parent has no mobile. Your Booking Notifications settings still apply: if staff bookings don't email clients, the parent isn't emailed either.
• An email when you add the child. When your school adds a child under a parent (Add child, Add as {parent}'s child) or links a child to a parent, the parent gets one email saying your school has added the child to their Horsify account, and to contact you if that's wrong.
• The parent sees the child's lessons on My lessons and their rider hub, marked "for Sam", and can cancel, move or withdraw a cancellation for them, and download the invoice, just as they would for their own.
• Waivers: the waiver request goes to the parent, who signs on the child's behalf.
• A child without a date of birth is recorded as under 18.

The parent must be a client with an email address. A child can't be added under another child.

A +name address (for example jo+sam@example.com) still works if you'd rather the child had a login of their own later.

If your Clients page is empty, use the Create Booking button shown there to add your first client as part of a booking.

The client invitation

When you add a client with an email address, Horsify sends them an invitation email with a personal link. The link is valid for 30 days.

What the client sees when they open it:

1. A You're Invited! page naming your riding school.
2. Create Account & Get Started: they set up their Horsify account (their email is verified automatically because they arrived via the invitation link) and their client profile is linked to it.
3. If they already have a Horsify account, they can Sign In instead; once signed in with the invited email address, they choose Accept Invitation with This Account.

Once linked, the client can sign in to see and manage their lessons under My Lessons, and their progress under My Progress.

If the link has expired or has already been used, the page tells them to contact your organisation. Clients who never accept the invitation still work perfectly well as clients. You can keep booking lessons for them, and you (rather than they) can edit their contact details while they are your school's client alone (see Editing contact information).

Finding clients

At the top of the Clients page:

• Search by name, phone or the start of the client's email. Results filter as you type.
• Filter buttons: All, Active, Inactive, Pending Waiver (clients with no signed waiver on file) and No parent recorded (under-18 clients with no parent linked). Each button shows its count.
• Cards / Table toggles between a card view (which shows the most detail, including alerts and any guardian or emergency-contact details on file) and a sortable table. Click a client's name in the table to open their card. On a phone, clients are listed one per row; tap a row to open the card with all its actions. Clients are shown 50 at a time, with Previous and Next buttons.
• The page keeps your place. Your search, filter and page stay put when you open a lesson or a booking from a client and press Back. Choosing Clients from the menu starts afresh. Your Cards / Table choice is remembered on each device.
• Export downloads every client matching the current filter and search (not just the page on screen): name, email, phone, age, status, experience level, waiver status and date added. Medical conditions and dietary requirements are not exported, because they are health information and many clients are children. They stay on the client's card for staff with Clients at Manage and your school's coaches.

Three summary tiles show Total Clients, Active and Pending Waiver at a glance.

If you work with more than one organisation, switch between them from the Switch list in the menu. The Clients page has no organisation picker of its own.

Opening a client's card from a booking

▶ Watch: Open a client's card from the appointment book (0:48)

You don't have to go back to the Clients page to reach a client. Their card, with every action on it (edit details, contact info, alerts, waiver history, lessons, lesson packages, add child), opens over the screen you are on, and closing it leaves that screen where it was:

• Appointment book: in a lesson's popup, the client's name is a link. For a group lesson, use the card icon beside each rider's name (the name itself still opens that rider's booking).
• Bookings list: the client's name is a link.
• Booking page and booking form: on an existing booking, the client's name is a link; on a new booking, use Open client card under the client picker once a client is chosen.
• Clients page, table view: a client's name opens their card, so you don't need to switch to card view for the actions.

The card's title and × stay at the top and its action buttons stay at the bottom at any window size; only the details in between scroll.

These links appear only for staff who can see clients at your school. Coaches who can only see bookings see the client's name as plain text.

What a client profile holds

Editing contact information

Use Contact (table view) or Edit contact info (card view; it reads View contact info when the details are read-only) to change a client's Name, Email and Phone. Name and email are required.

You can edit these details only while the client is your school's alone, which means both of these are true:

• they have no Horsify login, or they have one they have never used (no password set, email not confirmed, never signed in); and
• they are not a client or member at any other organisation on Horsify.

Otherwise the dialog is read-only and shows an Account Linked notice, and the client updates their own name, email and phone from their account. Their email is how they sign in, so this stops one organisation changing the login of someone another organisation also knows, and keeps the details the client sees and the details you see identical.

Emails that aren't arriving

When a client's email address turns mail away, Horsify tells you, so a typo doesn't quietly stop their confirmations, waivers and reminders. Each address is listed once, however many emails to it have bounced. A parent's address is shown against their child too.

You'll see it in four places:

• Clients page: a line at the top reads Emails to N clients aren't arriving. Review opens the list, with the reason for each address.
• Bookings: the count on the New booking button includes these clients alongside any cancellation requests, and its menu has a row that opens the same list.
• The client's card: a warning says Emails to {address} aren't arriving, with the reason, how many emails bounced since when, and the subject of one of them.
• Notifications: admins and staff who manage clients get a bell notice, at most once a week per address.

The reason is written in plain English, for example There's no mailbox at this address. It's usually a typo in the part before the @.

To clear it, either:

• Correct the email on the card, which opens Edit contact info. If the client manages their own email, the card asks you to have them change it in their Horsify account. If it's a parent's address, correct it on the parent's own client record.
• The address is right (or Dismiss in the list) hides it until an email to it bounces again.

An address also drops off the list by itself once an email to it is delivered, or once it's more than 30 days since its last bounce. Brief delays and temporary failures don't count, because Horsify resends those itself.

Editing riding details

Use Details (table view) or Edit details (card view) to open Edit riding details:

• Experience Level (e.g. Beginner, Intermediate) and Preferred Lesson Type (e.g. Group, Private)
• Weight (kg) and Height (cm): for matching clients to suitable school horses and equipment
• Medical Conditions: allergies, injuries or conditions instructors should know about
• Dietary Requirements: useful for camps and clinics
• Special Needs: any additional support the client needs

Medical conditions and dietary requirements are highlighted in an amber panel on the client's card so they're hard to miss. Click Save Details when done.

Medical conditions, dietary requirements and special needs are health information, so when any of them is filled in the form asks you to tick that the client (or, for a child, the parent or guardian) has agreed to it being recorded. Once agreement is on record the box stays ticked and shows the date it was recorded. If you add or change health details, tick it again before saving.

Alerts

Add alert (card view) pins a short note to the client's card, for example "Outstanding balance, collect before next lesson" or "Prefers Instructor Sam". Choose a severity of Warning (red) or Info (blue). Each alert shows who added it and when. Dismiss an alert with the × on its banner once it's no longer relevant.

Waivers

Each client's Waiver column (or the Waiver signed / Waiver pending line on their card) shows whether a signed waiver is on file. Waiver history (card view) opens the full audit trail: every signed waiver (with version, date, signer, IP address, device and expiry, and buttons to view the signed document and the signature), plus every signature request you've sent and its status. From the same panel you can Send waiver request to email the client a link to sign.

Waivers are also handled at booking time: the new booking form shows whether the selected client has a valid waiver, offers Send waiver to sign, and, if you create the booking anyway, emails a waiver request automatically and shows you the signing link and QR code. Use the Pending Waiver filter on the Clients page to chase up anyone who still hasn't signed.

When a client signs. Your school's bookings email address gets an email saying who signed, which waiver, whether they signed for themselves or as a parent or guardian, when they signed, and the client's next lesson. It links to your Clients page. Membership waivers, and waivers signed by staff at the desk, don't send this email.

Details collected on the waiver. If your waiver template asks for them (see Questions asked before signing in the Riding School Setup Guide), the person signing answers questions about the rider above the signature, and the answers go straight onto the client's card:

• Height and weight, shown on the card as, for example, "152 cm · 45 kg".
• Health declaration: either "No conditions affecting riding declared" with the date, or "Declared a condition that affects riding" with the details. Physical conditions go into Medical conditions, a neurodevelopmental disorder or mental illness into Support needs, and anything else under Other.
• Emergency contact (name, mobile and relationship). A contact already on the card with the same number or name is updated rather than added twice.
• Riding experience, with how many years since they last rode regularly.

A question left blank never clears something your office has already typed on the card. A copy of the answers is kept with the signed waiver. Health details (the declaration, support needs, other notes, medical conditions and weight) are shown only to staff who can manage clients and to coaches at your school.

Lessons

Lessons (card view) opens the client's lesson history without leaving the page: Upcoming bookings first, then Past & cancelled, each linking through to the booking itself. Book a lesson opens the booking form with that client already chosen, so their waiver status and lesson packages show straight away. Only the most recent lessons are listed. When there are more, a note at the top says how many are being shown out of the total.

Lesson packages

Lesson packages (card view) shows the client's purchased packages, each with how many lessons remain and when it expires, and lets you Record sale of a new package to them. Recording a sale adds the lesson credits immediately. Choose how the client paid (and add a receipt or bank reference if you like); the sale is recorded on the client's tax invoice, but Horsify doesn't take the payment itself, so collect it however the client is paying. Packages themselves are set up under Riding School → Programs & Packages → Packages.

See Lesson Packages for how packages are created, sold and spent end to end.

Clients, bookings and progress

• Bookings: a client is the person a lesson is booked for. Every booking you make (or the client makes online) is tied to their profile, so their lesson history stays consistent even as their details change. Clients who accept their invitation see their lessons under My Lessons (profile menu → My lessons).
• Student progress: every active client appears on the Student Progress roster (Riding School → Clients → Progress). Open a client there to assess their skills against your curriculum; the client sees the result under My Progress. See Tracking Student Progress.
• Instructors: instructors see the clients booked into their lessons on My day, their own view of the day's lessons.

Frequently Asked Questions

Q: I can't edit a client's name or email. The fields are greyed out. A: That client has used their Horsify account, or is also a client or member at another organisation, so those details belong to them. Ask them to update it under their account settings. You can still edit all of their riding details.

Q: A client says they never got their invitation. Can I resend it? A: There's no resend button yet. Ask the client to go to the sign-in page and enter the same email address. They'll be sent a sign-in code and can pick up their account from there. If the address was wrong and the dialog still lets you edit it, correct it via Edit contact info and contact support to have a fresh invitation sent.

Q: How do I add a child as a client? A: Add them under their parent: Add child on the parent's card on the Clients page, or on a booking enter the parent's email under Add New Client and choose Add as {parent}'s child. The child needs no email; the parent receives their booking emails and sees their lessons. See Children who ride under a parent.

Q: How do I remove or deactivate a client? A: Clients can't be deleted from the Clients page: their bookings, waivers and progress history stay attached to them. Contact support if you need a client marked inactive.

Q: Why does the Pending Waiver count include people who don't need a waiver? A: The count is simply "no signed waiver on file". If you don't use waivers, ignore that filter.

Q: Can I import a client list? A: Not on the Clients page. Clients are created through bookings (yours or theirs). For a large existing client list, contact support.

Related Features

• Riding School Management: the wider riding-school toolset, including bookings.
• Riding School Setup Guide (End to End): where clients fit in your setup.
• Tracking Student Progress: assessing the clients on your roster.
• Instructor Management System: the instructors who teach your clients.
• Membership Waivers: how e-signature waivers work.

Support

• In-app help: Click the Help link in the top navigation.
• Email: support@horsify.com.au\n\n---\n\nSource: wiki/features/CLIENT_MANAGEMENT.md \nLast synced: 2026-10-21 13:15:01 UTC