When the welcome screen or browser check-in turns a member away, it shows the reason in red. The messages are the same on both. This article lists every message, what causes each one, and what to check, so you can get the member in quickly, even if nobody is at reception.
How the checks work
Each time a member scans their card, fob or code, the welcome screen runs its checks in a fixed order and stops at the first one that fails. A member only ever sees one reason, even if more than one applies.
For example, a member who owes money and is also outside their plan's allowed times will only see the times message. Once that's sorted, they'll see the fees message on their next scan.
The card or code isn't recognised
ClubRight couldn't match what was scanned to a member, so no name is shown.
Message | What it means and what to check |
"Card not registered – Please speak to a member of staff" | The card, fob or code doesn't belong to any member at your club, or at other clubs in your group with shared access. Find the member and check the card or fob number on their profile. It may never have been added, or it may have been typed in wrong. If the card is new, add it to the member. |
"Barcode expired – Please refresh your member area and try again" | Shown when your club uses QR codes or barcodes from the member area. Each code works once and changes after every check-in, so a screenshot or an old page won't work. Ask the member to refresh the member area or app to get a new code, then scan again. |
The member is found but refused
These messages show the member's photo, with "Sorry" and their first name as the heading. They are checked in this order:
# | Message | What it means and what to check |
1 | "Your account has been blocked. Please speak to a member of staff." | The member's email address is on your block list. If the block is no longer wanted, remove the email under Settings > Your Club > Club Access, in Need to block someone? |
2 | "We have reached the maximum number of people allowed in the club at one time." | Your total capacity, or your "just using the gym" limit, has been reached. Members who left without checking out still count as in, so check out anyone who has gone home. Limits are set under Settings > Your Club > Club Access, in How many people can be in at once? Leaving a box empty means no limit. |
3 | "The club is currently closed" (plus the reason, if the closure has one) | It is outside your opening hours, or a closure period covers right now. Check the opening hours for today under Settings > Your Club > Club Access, in When are you open? A club with no opening hours set is never treated as closed. |
4 | "Please chat to a member of staff about setting up a new membership." | The member has no membership that is active, has started, and is on a plan with club access. Common causes are a membership that is frozen, cancelled, expired or still pending, a start date in the future, or a plan without club access, such as a class-only plan. Check the status and start date of the member's memberships, and whether the plan includes club access. |
5 | "Sorry your membership plan doesn't allow you in at this time." | The plan has restricted times, such as off-peak, and it is outside them. If the member has more than one membership, they get in as long as one of them allows it. Check the time restrictions on the membership plan for today. |
6 | "There are outstanding membership fees due on your membership, please chat to a member of staff" | At least one of the member's memberships is overdue. Taking the overdue payment lets them in on their next scan. Memberships collected through DFC or Harlands are never checked for this. |
7 | "You don't have any credits left on this membership, please chat to a member of staff" | The plan has a visit limit, for example 10 visits a month or a 10-visit pass, and every visit for this period has been used. The member either waits for the next period or buys more visits. |
8 | "You don't have a membership that will give you access to this club." | The member belongs to another club in your group, and none of their plans includes group club access. Check whether the plan at the member's home club should include access to your other clubs. |
9 | "Club Access Limit reached, please chat to a member of staff" | Access Control clubs only. The member has come in more times than you allow in a set number of hours. The default is 2 visits in 24 hours, and a very short visit, such as a card scanned twice by mistake, doesn't count. This is set under Settings > Your Club > Club Access, in the Allow … visits in … hours setting. |
Who skips which checks
Staff (any role above Member) always get in, unless their email is on the block list.
Members booked on a class starting within 30 minutes either side of their scan skip checks 4 to 8. They get in for their class, and the screen says "Enjoy your {class} session!". The block list, capacity, closed and visit limit checks still apply.
Everyone else goes through all nine checks.
What staff see
Every refusal from 1 to 9 raises an Entry refused alert on the dashboard of the club where the member was turned away. It is also saved in the member's visit history with the reason, so you can look back later and see why someone wasn't let in. When the member next gets in at that club, their open refusal alerts there close automatically.
"Card not registered" and "Barcode expired" don't raise an alert, because no member was found.
Messages that aren't refusals
The member still gets in with these:
"{Plan} ended on {date}" with "talk to us about renewing your membership": the membership's end date has passed, but it hasn't been marked as expired yet. That happens overnight, and the member is let in this time.
"Renewal in progress": the membership has ended, but the member has already signed up to a new one that is still being set up.
"Goodbye {name}", with "Have a good day!" or a similar message: the member was already checked in, so this scan checked them out.
Things that never stop a member getting in
A future payment showing as Pending. A payment that hasn't been collected yet doesn't block entry.
Their Prospect or Customer label. This label comes from the Sales Funnel and has nothing to do with access. A member can show as a Prospect and still have an active membership that lets them in.
Have more questions about the welcome screen?
If you have a question that is not covered here, our Customer Success team is happy to help. Reach out via the orange chat button at the bottom right of your ClubRight dashboard.
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