If a member says a class is missing from their app, it usually means the class is not visible to them yet, rather than a fault. This article covers the reasons a class might not appear, and how to make it visible. It is about classes that do not show at all. If a member can see a class but cannot complete the booking, see the linked article on booking problems at the end.
Work through these in order. The first is the most common.
Check the class is actually scheduled
Creating an activity on its own does not put it in front of members. The activity is the template, and it only appears once you schedule it into the diary as a class. Open the diary and check the class is on the timetable for the day the member is looking at. If it is not there, schedule it. For how to do this, see the scheduling article linked at the end.
Check online booking is turned on
An activity set to In-Club Only can only be booked by staff, so it will not show as bookable in the member app. Open the activity in Settings > Your Offerings > Activities, and under How is it booked? set Online Booking to In-Club + Online so members can see and book it themselves.
Check the booking window
Members can only see classes within the booking window your club sets in Settings > Your Club > Diary & Booking:
Members can book [x] days in advance. A class further ahead than this is not visible yet. It will appear as the date moves within range.
Only open bookings at a specific time. If this is on, a period's classes only become visible at the set release time, for example 9am on Monday.
Check the member's plan or pack includes the activity
Members only see classes their membership gives them access to. If the class is not included on their plan or credit pack, it will not appear for them.
For a plan, go to Settings > Your Offerings > Membership Plans, open the plan, and under Included > Included Activities make sure the class is selected.
For a credit pack, go to Settings > Your Offerings > Products, open the product, and confirm the class is included.
Check the membership is active
A member whose membership is inactive or overdue may not see bookable classes. Open the member's profile from Contacts > Members and check the status shown by their name and on their membership tile. Bringing the membership up to date restores their access.
Check any age restriction
If a class has an age restriction, members outside the set age range will not be offered it. Check the activity's Age Restriction under How is it booked? against the member's age. This is expected behaviour for age-limited sessions such as junior classes.
Still not showing after these checks? Click the orange chat button at the bottom of your screen and our team will help you work out why.
Related help articles