When a member cannot get into the club, book a class, or log in to the app, the cause is usually one of a few common things: their membership plan, the activity's settings, the email address on their profile, or an overdue payment. This guide helps you find the cause quickly and points you to the right fix.
💡 Start on the member's profile. Open it from Contacts > Members and check the badges next to their name. Overdue means their payments are not up to date, and Unverified means they have not confirmed their online account. Either can block access, and both are quick to spot.
What is the member seeing? Jump to the section that matches:
They can see a class but the booking will not go through, or they cannot see it at all: see "Can't book or can't see a class" below.
They cannot check in at the door, turnstile, or front desk: see "Can't get into the club".
They cannot log in to the app at all: see "Can't log in to the app".
Can't book or can't see a class
If a member cannot book a class, it is almost always down to their membership plan, the activity's settings, or their payment status. These two guides walk through every cause in order, with how to check and fix each:
They can see the class but cannot complete the booking: see Why can't my member book a class?
The class is not showing in their app at all: see Why can't my member see classes in the app?
In short, the things to check are whether the membership plan (or credit pack) includes that activity, whether the activity is set to be bookable online, the booking window, and whether the membership is active and up to date.
💡 If the member sees a blank screen or "no bookable events found", also check they do not have a booking ban or restricted activity access set on their profile. See Booking bans: blocking members from bookings.
Can't get into the club
If a member cannot check in at the door, turnstile, or front desk scanner, work through these checks:
Is their membership active and paid? An overdue or inactive membership is refused entry. Open the member's profile and check it shows Active and Payments up to date, not Overdue. If they are overdue, their membership tile shows the amount owed and a Collect option to take the payment. Once they have paid and their membership is up to date, they can get in.
Are they entering within your opening hours and visit limits? Entry follows the opening hours, capacity, and any visit limits set under Settings > Your Club > Club Access.
Is the right check-in method selected? The check-in method must match your hardware. See the QR code and barcode scanner setup guide.
Is the Welcome Screen online? If no members can get in, the Welcome Screen may be offline. Check Settings > Your Club > Welcome Screen status, and see Setting up and troubleshooting the Welcome Screen.
💡 Letting an overdue member in without taking payment: If you have decided to waive what a member owes (for example a pro-rata charge) and give them access anyway, you can clear the balance at the till. Start a sale for the member, select the Discount option to bring the amount to zero, and complete the sale. This makes the membership active without collecting any money. Only do this when you have deliberately chosen to write off the amount, as it grants access without payment.
What the access denial message means
When a member is refused entry, the welcome screen shows a reason. This is especially useful for unmanned access. Each message points to a specific cause:
Message the member sees | What it means |
"We have reached the maximum number of people allowed in the club at one time." | The club is at its capacity limit. |
"The club is currently closed." | It is outside your opening hours. This reason can be customised, for example "cleaning in progress". |
"Please chat to a member of staff about setting up a new membership." | The member has no active membership. |
"Your membership plan doesn't allow you in at this time." | The member's plan has access restrictions, such as time-based rules, that do not permit entry now. |
"There are outstanding membership fees due on your account." | The member has outstanding fees or a missing Direct Debit. Bring their account up to date. |
"Club Access Limit reached, please chat to a member of staff." | The member has used all their permitted visits within the set period. |
"You don't have a membership that gives you access to this club." | The member does not hold a membership that grants access to this location. |
Can't log in to the app
If a member cannot log in to the app, the most common cause is that the email address on their profile is not the one they are trying to log in with. The app account links to the member's record by email, so a wrong, mistyped, or blank email stops them logging in.
Check the email on their profile is correct. Open the member's profile from Contacts > Members and confirm the email address is right and matches the one the member is using. If it is wrong, correct it on the profile, and the member can then log in with that address. There is no extra verification step, they simply try logging in again.
Check they have confirmed their account. Look for the Verified or Unverified badge next to their name. You can see everyone who has not yet verified under Contacts > Members, in the left rail under Member Data > Verification. If they are unverified, they confirm their account from your club's registration page, found under Settings > Your Club > Apps & Widgets in the Online Login & Registration section.
If they have an account but cannot get in, ask them to use the forgot password link on your club's login page. If the reset email does not arrive, ask them to check their junk folder, and confirm the email on their profile matches the one they are checking.
✅ Tip: The member app and the online member area share the same login. If a member can log in to one but not the other, the cause is almost always the email address or password, not the app itself.
Less common causes
If you have checked the above and the member still cannot get access, these are worth a look:
The member has a duplicate profile. If a member is prompted to buy credits despite having a full membership, or their app does not match their record, they may have two profiles, with the membership on one and their app account linked to the other. Search their name in Contacts > Members to check for a second profile. If there is one, make sure the correct email is on the profile that holds their active membership, then ask them to log out and back in.
A booking ban or activity restriction is set. A ban or restricted activity access stops a member booking. Check and clear it on their profile, see Booking bans: blocking members from bookings.
The app is frozen on a "retry or log out" loop. This is usually fixed by updating the app, or uninstalling and reinstalling the latest version from the app store. The member will not lose any credits or entitlements by reinstalling.
A payment shows as pending, or "paid but unpaid". Card and Direct Debit payments can take time to clear, so a member who has just paid may briefly still show as owing. If it does not update after a reasonable time, contact Customer Success.
If you have worked through these checks and the member still cannot get access, contact the Customer Success team using the orange chat button in your application.