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Why are drop-in passes still being counted in the 'Limited Pass' total on the dashboard even after they’ve already been used?

Updated

Introduction:
In some cases, drop-in pass users—often one-time visitors—may still be counted as active Limited Time Pass members. This misclassification can inflate your member counts and make it harder to gauge true client engagement. If your Limited Time Pass numbers seem unusually high, this guide will walk you through identifying the cause and updating your settings for more accurate insights.

Issue description:
Currently, session pack–type plans do not expire. If drop-in passes are set up as session packs, members who attend only once can remain classified as active indefinitely. As a result, the system continues to include these one-time drop-in users in the count of active Limited Time Pass members on the dashboard.

Signs:

  • Active Limited Time Pass member counts appear unusually high.
  • Clients who only visited once with a drop-in pass are still listed as active.

Basic troubleshooting steps: 

  1. Go to Operational>Plan Management and locate your drop-in plan (or other limited time membership)
    1. Verify how drop-in passes are configured in the system, are they setup as session packs?
  2. Go to Contacts>Contacts
    1. Look for Limited Time Pass in the Active Membership Type column.
    2. Click to view the contact's member profile, then select the Attendance tab.
      1. Note if the member used their limited time pass already, or if they have become full members.

Advanced troubleshooting steps:
You'll need to detach any members that are currently attached to the incorrect limited time pass plan. If members are already assigned to a plan, it cannot be modified. In this case, if your Limited Time Pass is currently set up as a session pack, you’ll need to create a new membership plan for your drop-in option. The new plan should be paid in full and have a duration of 1 day.

  1. Navigate to Operational>Plan Management.
  2. Click the +Add a New Plan button.
  3. Enter in the plan information for your new Limited Time Pass plan.
    1. In the Total sessions by period section enter 1 session per 1 day.
    2. In the Billing Type section select Paid in Full.  
  4. Go to Contacts>Contacts and set the Active Memberships Type filter to Limited Time Pass.
  5. Review your contacts labeled as Limited Time Pass.
  6. When you encounter a contact that should no longer be listed as a Limited Time Pass member, select the option to View Profile on the right hand side of the screen.
  7. When on the member's profile, review their attached plans and detach the old Limited Time Pass.
  8. For any members that do have a valid Limited Time Pass, you'll need to visit their profile and attach the new Limited Time Pass you made in the steps above. 

Contact support:
If your drop-in or other limited-time passes are not set up as session packs, but the limited-time pass member count on your Dashboard is still inaccurate, please contact the GymOwners.com support team for assistance.



 

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