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Recess Internal FAQ
Victoria C avatar
Written by Victoria C
Updated over a week ago

Recess Internal FAQ

The purpose of this internal FAQ is to serve as an employee knowledge base strictly for internal use. Think of it as an internal resource where we can get the correct information we need, right when we need it. This is a living document that will constantly be updated as we continue to grow!

Rate Change Rollout 2022

Recess.tv Changes Client Transaction Fee Structure

Changes allow Recess.tv to reinvest in new features and Creators’ businesses

On August 15th, 2022, Recess.tv will release an updated client transaction fee structure. Transaction fees will be dynamic based on the purchase total, and range from 2.25%-15%. Recess.tv will continue to pay every Creators’ stripe transaction fee of 2.9% +$.30 and will continue to give 100% of the product price to Creators.

This updated fee structure will allow Recess.tv to continue to create the most creator-centric platform on earth. Recess.tv will use revenue to build exciting new product features, speed up engineering releases, expand the Support and Business Development Teams, and invest in client acquisition efforts that will drive new business to creators.

FAQS


When will this fee change go into effect?

Release is slated for August 15th.

Will this affect both iFrames and Recess Profiles?

Yes, all platform transactions will be affected.

How are we communicating this change to our Creators?

Recess will be sending a network-wide email to all active creators updating them on the changes. This email is slated to be sent on July 28th, 2022 from the Recess Hubspot.

Email Draft

How are we communicating this change to clients?

Recess.tv will not be directly emailing Creators’ clientele. Creators will be responsible for communicating with their clients, if desired.

Recess.tv will not be directly communicating this change with Hall Pass users.

Recess.tv will include an italicized mention at the bottom of transaction emails from 7/28-8/15 that states “Starting on August 15th, platform transaction fees will be increasing. Fees will be dynamic to purchase price and will result in a nominal change.”

How will this impact a Creator’s business?

We hope that the changes are nominal and do not make a material impact on a creator’s business. Ways that it could include, client complaints about their monthly price increasing, client cancellations due to increase, or a trainer might choose to absorb some of the fee, impacting their net revenue.

Can a Creator absorb the fee?

A creator can absorb some or all of the fee. They are able to choose to absorb a percentage of the fee within all brackets, or select to absorb a percentage of the fee within a specific price bracket. To absorb part of the fee, they need to reach out to Recess and let us know their preference. Zendesk article

Fee chart:

** Please do not send this chart to any external parties. You are able to lay out what the instructor's pricing will be compared to the original 5% flat fees.

Screen_Shot_2022-08-18_at_12.07.17_PM.png

Most frequently asked support questions about Recess:

Unable to log in - need to reset password

  1. Client or instructor must use the email address they used to register with Recess

  2. Send this link to initiate password reset: https://recess.tv/forgot-password

  3. Use Recess Password Reset Macro

Workaround in case the client/instructor are not tech-savvy:

  1. Head over to this link and enter their email: https://recess.tv/forgot-password

  2. Use Recess Password Reset Email with Link Macro

A client wants to either cancel or purchase a different membership:

  1. Clients cannot purchase a different membership while their existing membership is active. This means they will have to cancel their current membership and wait until the membership expires to purchase a different membership.

  2. If a client wants to cancel their membership, they will need to follow the steps as outlined in this macro: How to Cancel Membership/Subscription

Pro Tip: This process stops the renewal from reoccurring in the future and does not restrict their access.

A client purchased the incorrect package i.e. Recess Hall Pass:

  1. If a client accidentally purchases a “Recess Hall Pass” instead of their instructor’s membership, they will need to cancel their subscription first to avoid getting charged in the future.

  2. The client will need to follow the steps as outlined in this macro: Client Purchased Incorrect Package

The client is reporting issues for the very first time:

  1. Use this macro: General Troubleshooting Inquiry Response - Offer Tokens

  2. The macro will have three questions to ask the client questions to obtain more details about their issue

Client or Instructor are reporting issues with their camera and mic:

1A. Clients - use this macro: Permissions Troubleshooting

1B. Instructors - Use the macro for video: Troubleshooting Video and this macro for audio: Troubleshooting Audio

2. The client or instructor will need to follow the steps as outlined in the macros

Client or Instructor are reporting issues for the first time with the overall platform :

1. Use this macro: Clear Cache Troubleshooting Steps

2. The client or instructor will need to follow the steps as outlined in the macros

Clients are reporting issues for the first time with the Recess App :

1. Use this macro: Troubleshooting Recess App

2. The client or instructor will need to follow the steps as outlined in the macros

Token Payouts and Pricing:

Individual Token Purchases

Total Cart Value

Price per Token

100

$12.0000

$0.1200

175

$21.0000

$0.1200

250

$29.0000

$0.1160

350

$40.6000

$0.1160

500

$55.0000

$0.1100

750

$82.5000

$0.1100

1000

$106.0000

$0.1060

1750

$185.5000

$0.1060

2500

$257.0000

$0.1028

Recess.tv Hall Pass

Total Cart Value

Token Amount

Instructor Payout

Comments

All Access VOD

$9.90

99

50 cents per 2 min watch

This means we could pay out more than $9.90

All Access VOD + 5 Classes

$49.00

499

50 cents per 2 min watch + 10 cents per token used ($50 in total). Any unused tokens expire and do NOT carry over to the next month.

This means we lose money on this package

All Access VOD + Live

$99

990

50 cents per 2min watch + $99/number of classes taken. E.g., 10 classes taken = $9.90 payout to each class instructor.

We likely lose money on this

VOD Filming Best Practices:

There are a few ways that an Instructor can film a VOD:

  1. Record via your Laptop

Pros:

  • The video is recorded directly to your laptop

Cons:

  • Bad quality

  • 9 times out of 10, your laptop camera is significantly worst than your phone camera

Record via your Phone in Landscape mode

Pros:

  • Higher quality phone camera

  • The ability to easily record in new places

  • Easy to view on the computer

  • Easy to view on Phone

  • Easy to edit

Cons:

  • None

Record via your Phone in Portrait mode:

Pros:

  • Higher quality phone camera

  • The ability to easily record in new places

  • Easy to view on Phone

Cons:

  • Hard to view on the computer

  • Hard to edit

Upload VODs

  1. 5GB is the max size that can be uploaded as an on-demand class

  2. Uploading a class can take anywhere from 15-30 minutes depending on size and internet speed

  3. If the instructor is having issues uploading, they will need to run a speed test at speedtest.net

    • If their upload speed is under 30 Mbps it may take a significantly longer time to upload

    • Advise the instructor to power cycle their router by unplugging/plugging it back in to try again.

  • When filming an on-demand class instructors should set their camera settings for 720p on iPhone and iPad [40mbps = 40MB per min = 2.4GB per hour]. This ensures they are shooting within a quality level that will be workable to upload later. Compressing will affect quality so we want to compress as little as possible. Be sure to know what the max file size on Recess is and compress it to that point.

What are the dimensions for the cover photo, banner, thumbnail, and VODs?

  • Instructor banner: no dimensions but best if small height and large width

  • Instructor cover photo: 420x300px (expect to change)

  • Content thumbnail is: aspect ratio is 16:10

  • VOD dimensions: unrestricted, ideal is 16:10 portrait or landscape

What is a class trailer?

A 15-second preview of movements and the vibe that the client will experience during class. If you need help creating one please let us know! 25MB max size.

How do early can an instructor start their live class?

Super easy! instructors can log in 30 minutes early or less to prep their space. Their clients won't see their instructor until they press Start Class in the lower right corner inside of the playground.

What is the booking window for clients?

  • Group classes: closes 5 minutes after class starts

  • Private 1:1: 24 hours ahead of time

  • Private group classes: 24 hours ahead of time

When and how often should I be teaching?

Our most successful instructors teach 3 to 5 times a week. The most popular times are 8am/9am, 12pm/12:30pm and 5pm/6pm and 10am on weekends. These are very similar busy times compared to IRL. Recess is a worldwide product and anyone from anywhere could take your class!!

How does it work if an instructor does donation-based classes?

Clients have the option of taking a free class or donating a suggested amount of 50, 100, 150, or can customize the amount they want to donate. The instructor receives the full amount that the client donates.

Does my class end at the length of time I set for class?

No, instructors can end the class whenever they are finished. They are encouraged to chat it up with their clients!

Should an instructor teach with a mic? What kind?

Yes, we suggest all instructors wear their favorite Bluetooth headphones while teaching. This allows instructors to speak comfortably while teaching and gives access to the music-instructor volume toggle which is a client favorite. The best type of microphone is one with an earpiece and built-in mic so that the instructor can hear their clients speaking to them.

Miscellaneous internal-facing info:

Signos Instructor Payouts

  • Beginning of March 2022, Instructors participating in Signos will be paid out on the 15th of every month

Customer Support Tools:

Recess:

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