Introduction:
The GymOwners.com Members Mobile App makes it easy for members to register for sessions in advance. However, there may be instances where a member reports that they are unable to book a session. This help article will guide you through the common reasons this issue may occur and provide step-by-step instructions to troubleshoot and resolve the problem effectively.
Issue description:
Several factors can prevent a member from booking a session. To successfully register, the following conditions must be met:
Membership Plan Eligibility: The member must be assigned to a membership plan that is listed as an allowed plan for the session.
Session Availability: If the member’s plan includes session limits, they must have remaining sessions available within their billing period.
If either of these conditions is not met, the member will be unable to book the session.
Signs:
- Members
- If the member is assigned to a plan that is not an allowed plan for that session, they will not be able to select the session.
- If a member has reached their session limit they will receive a message stating "Session Sign-Up Limit Reached" and they will not be able to book the session.
- Gym Owners
- If the member is not assigned to a plan that is an allowed plan for that session you will see a pop up message that the client's membership doesn't have access to book this session when trying to register on their behalf.
When trying to schedule a session fora member, if they reached their session limit you'll see a pop-up stating that the period limit was reached and asking if you'd like to proceed with the registration.
- If the member is not assigned to a plan that is an allowed plan for that session you will see a pop up message that the client's membership doesn't have access to book this session when trying to register on their behalf.
Basic troubleshooting steps:
- Select member and navigate to their profile.
- Select the Memberships & Payments tab.
- Review which membership plans are assigned to the member.
- Navigate to the schedule and select the session that the member was unable to register for.
- Click the Edit Session button.
- Click the Plans Allowed dropdown to view which plans are permitted for the session. Plans with a light blue background are allowed, while those with a white background are not. This color coding provides a quick visual reference to identify whether a plan is included in the allowed list.
Advanced troubleshooting steps:
- Select member and navigate to their profile.
- Select the Memberships & Payments tab.
- Note which membership plans are assigned to the member.
- Navigate to Operational>Plan Management.
- Locate the member's plan and click the eye icon to view the plan details.
- Review the Total sessions by period section and note how many sessions the member has by period.
- Return to the Memberships & Payments tab for the member.
- Review the start date for the plan to calculate the last time the sessions renewed. For example, let's say a plan allows 4 sessions every 30 days. If the plan starts on 1/1, we know the sessions will be renewed on 1/31, 3/2, 4/1 etc.
- Click on the Attendance tab of the member's profile, and set your date range to be between when the sessions last renewed and now. Then count the number of sessions the user attended/booked in that time frame to determine if the user reached their session count limit.
Contact support:
If the member's plan type is correctly assigned to the session on the schedule and they have remaining sessions available, but are still unable to book, please submit a help ticket to GymOwners Support for further assistance and investigation.
Additional Information:
If a member is unable to book a session due to reaching their session limits, staff can manually override the limit by adding the member to the class. Follow these steps:
Select the session on the schedule.
Click the Manage Members button.
Find and select the member, then click the Register button.
A pop-up will appear indicating that the member has reached their session limit for the period, and will ask if you’d like to proceed.
Click Confirm to override the limit and register the member for the session.
This manual registration allows staff to bypass session limits when appropriate.