If a member cannot book a class, it is almost always down to one of a handful of settings. This article walks through the common causes in order, with how to check and fix each. It covers the case where a member can see a class but the booking will not go through. If a member cannot see classes at all, see the linked article on class visibility at the end.

Work through the checks in order. The first four cover access and payment, the rest cover the activity's own booking rules.

An inactive or overdue membership can stop a member booking. Open Contacts > All Members and find the member, then open their profile. The status is shown as a pill next to their name and on their membership tile, for example Active or Overdue. If the membership is overdue, the tile shows the amount owed and a Collect option to take payment. Once the membership is active and up to date, the member can book.

A membership plan only lets members book the activities it includes. If the class is not included on their plan, the booking will not go through.

If the member pays for classes with credits rather than through their plan, they need credits available. On the member's profile, open Purchases to check they have credits remaining and that the credits have not expired. An expired or used-up credit pack will stop the booking.

Even with credits available, the credit pack must grant access to that specific activity. Go to Settings > What you offer > Products, open the credit product, and confirm the class is included.

Each class has a maximum number of attendees, set by the club and shown on the diary as a count of bookings against that maximum. Once it is full, no further bookings can be made unless the waiting list is on. If the waiting list is enabled, the member can join it and will be notified if a space opens up. If it is disabled, they cannot book a full class. You can change capacity and the waiting list on the activity, under How is it booked?

Your club sets how far ahead members can book in Settings > How your club runs > Diary & Booking. Two settings here can explain why a member cannot book yet:

Yes, there are three ways, and you can use any of them on their own or together. Give your membership plans a bigger Days in Advance than your club's default booking window, so members can book peak time classes before pay-as-you-go (PAYG) customers. Leave peak time classes off every class pass or credit product you sell online. Or set peak time classes to Non-member booking: Members Only, so pay-as-you-go customers can't see or book them.

Pay-as-you-go customers who book with credits don't have a membership plan, so they always get your club's default booking window. Give your membership plans a longer window and members can book first.

For example, if your club default is 7 days and a plan is set to 14 days, members on that plan can book up to 14 days ahead. Pay-as-you-go customers can't book until 7 days before the class.

A class pass or credit pack can only be used for the activities you choose on the credit product. Leave your peak time classes off every credit product you sell online and pay-as-you-go customers can't use credits to book them. If another class pass sold online still includes the class, they'll be offered that pass when they try to book.

If a class should only ever be booked by members, set it to members only. Pay-as-you-go customers without a membership won't see it in the timetable, even if their credits include it.

Like credits, this applies to the whole activity, so set up your peak sessions as their own activity if they share one with off-peak sessions.

An activity can close bookings a set number of minutes before it starts, set by Latest booking on the activity. If the member is trying to book too close to the start time, bookings may already have closed. Check the Latest booking value under How is it booked? on the activity.

An activity set to In-Club Only cannot be booked by members themselves, only by staff. If the member is trying to book in the app and cannot, check the activity's Online Booking setting under How is it booked?. Set it to In-Club + Online to let members self-book.

If the activity has an age restriction, members outside the set range cannot book and will see a notification explaining why. Check the activity's Age Restriction under How is it booked? against the member's age on their profile.

Still stuck after these checks? Click the orange chat button at the bottom of your screen and our team will help you get to the bottom of it.