Step 1: Check the member has an active membership
Confirm the member has an active membership plan that isn't overdue.
Members grid → Member profile → Membership tab
Step 2: Verify club access permissions
Ensure the member is permitted to access the club, and that access is allowed at the current time.
Settings → Memberships → Select the plan → Details → Allows club access
Settings → Memberships → Select the plan → Restrictions → Check time-based access rules
Step 3: Check activity bookings (if applicable)
If the member has booked an activity using a credit but doesn't have an active plan, access is only granted up to 30 minutes before the booking start time.
If you're experiencing issues with a member's scan not registering, see our troubleshooting guide: Click here for more
All members unable to gain access?
If no members can gain access, this is typically an issue with the access control hardware itself, which may need reconfiguring.
Follow the troubleshooting steps here: Click here for more
Access Denial Messages
When members can't gain entry, they'll see a specific reason on screen – particularly useful for unmanned access. Messages include:
Reason | Message |
Maximum capacity | "We have reached the maximum number of people allowed in the club at one time." |
Outside operating hours | "The club is currently closed." (customisable reason, e.g. "cleaning in progress") |
No active membership | "Please chat to a member of staff about setting up a new membership." |
Membership restrictions | "Your membership plan doesn't allow you in at this time." |
Outstanding fees/missing DD | "There are outstanding membership fees due on your account." |
Visit limits exceeded | "Club Access Limit reached, please chat to a member of staff" |
No sister club access | "You don't have a membership that gives you access to this club." |