Why Can't a Member Check In?
When a member cannot check in, first note the exact message on the kiosk. Then review the school’s check-in rules and the member’s records. Do not change a school-wide rule until you know which condition is blocking this person.
Check the member and class
Section titled “Check the member and class”- Confirm that you selected the right member. Search by name or member number.
- Confirm the class or session is available on the kiosk and is the one the member is attending.
- Check whether the member has an active membership for the class’s program.
- If the class restricts attendance to selected groups, confirm that the member belongs to an allowed group.
- If the person is a trial visitor at the shared kiosk, confirm Allow trial members to sign in is enabled and they have a trial booking for this session today that is not cancelled or marked no-show.
- Check the member’s level against the class’s program assignment, and check age limits if your school applies them at the kiosk.
- Check for an active kiosk hold on the profile. Clear it only after resolving the reason.
- Check whether the membership’s session allowance or the subscription’s session credits have run out.
Check subscription rules
Section titled “Check subscription rules”Open Settings → Behaviors → Kiosk and review the subscription options. Depending on your school’s settings, sign-in may require an active subscription or may be blocked when only expired subscriptions exist. If billing-plan program access is enabled, confirm the member’s subscription grants access to the class’s program.
Do not disable a school-wide subscription rule just to resolve one member’s case. Check the member’s subscription and the relevant plan first.
For session-based billing, a failed payment can also block sign-in. Resolve the billing problem instead of repeatedly submitting check-ins.
Check dates and closures
Section titled “Check dates and closures”The kiosk shows nearby class times, not every future session. Check the schedule’s effective and end dates, any unsynced changes, and closed days that block attendance for the school or program.
Mobile check-in also checks attendance closures and allowed groups when the member selects a session and when they confirm it. If a rule changed while the confirmation page was open, return to Check In and choose from the current session list. A closure that blocks only bookings does not stop check-in.
Check confirmation and connection
Section titled “Check confirmation and connection”If kiosk sign-ins require staff confirmation, the member’s check-in may be pending rather than missing. Open Kiosk → Open Attendance, choose the session, and use Confirm Sign-In once the member is present. Mobile check-in has its own confirmation setting. Confirm that the kiosk or device is connected to the internet, and check whether attendance was already confirmed before trying again.
If the member attended but could not check in, staff can record attendance manually. Use this only after confirming the member was present.