01
Why does the software look different on my phone?
Under 1024 pixels the software hands the screen to the front desk: three tabs made for one hand, and the rest waiting on a bigger screen.
It is not a setting, it is the width of your screen
There is nothing to switch on, nothing to install and no entry in any menu. Below 1024 pixels wide, which covers every phone and a tablet held upright, the software puts the side menu and its pages away and shows the front desk instead: one screen, three tabs at the bottom, everything sized for a thumb.
Turn that same tablet on its side and the usual software comes back on its own. Nothing was lost and nothing was switched: the width decided, and it decides again every time.
It is the same account, the same gym and the same data. A check-in you make here is the one your computer shows a second later. There is no separate mobile app to keep in step.
It comes with whatever plan you already have. It is not an option to buy, and a gym running the software under its own name gets it too.
Watch out
The width decides, not the device. A browser window narrowed under 1024 pixels on a laptop gets the front desk as well. Widen the window and the classic software returns.
Four screens take it away, and give it back
The front desk steps aside whenever the screen already belongs to something else, and returns as soon as you leave that thing.
Check-in mode, the locked screen for a tablet at the door. Reception mode, the full screen desk view. The PIN lock, for as long as nobody has entered a code. And capture mode, which is only used to take the pictures in this guide.
Nothing else removes it. In particular there is no Classic option that brings the old phone screens back: on a phone, Classic IS the front desk.
Watch out
While the front desk is up, the app header is hidden, and the Mode button lives in that header. So you cannot reach the Mode menu from your phone. The only handover available there is the screen icon at the top of the front desk, which opens Check-in mode.
The three tabs
Today opens on a strip of ten days starting with today, then the sessions of the day you picked. A card at the top shows the session in progress, or the next one, with how many people are checked in and when it ends. Two filters appear only when they have something to filter: Booked only, and Free from now.
Members searches by name, phone or email. Seen today sits above the full list, so the person who just walked back in is already at the top. New member asks for two things, a name and a phone number; the rest can wait.
Messages lists your conversations, unread first, with an All and an Unread chip. Tapping one opens the same thread your computer shows.
Good to know
Tapping the tab you are already on takes you back to the top of it. The back arrow and your phone's own back gesture both step back exactly one screen, so you never fall out of the app by accident.
The roster is where the day actually happens
Path: Today › tap a session.
The round button next to a name checks that person in, and tapping it again undoes it. Check all marks everyone still expected. The cross on the far left cancels a booking, gives the place back and warns the member if cancellation messages are on.
Someone who owes money shows the amount instead; tapping it opens the payment there and then. Add someone finds an existing member, or creates a walk-in from a name and a phone number.
The three dots at the top carry the rest: message everyone booked, export the list, and cancel the session.
Watch out
Check-ins do not need a connection. They are marked straight away, kept on the phone and sent when the signal comes back. A row that says it is waiting to sync is already recorded: tapping it again does not help.
What you can finish without walking to the computer
Opening a member gives you the same six actions every time, in the same order: Check in, Payment, Membership or Renew, Book, Message, Call. Under them sit the money owed, the pass, the sessions left, the last five visits and the last three payments.
Two icons at the top of the front desk are worth knowing. The bag sells to somebody who is not a member, a drop-in or a drink. The key opens the locker register.
Four screens are made to be handed over to the member rather than read by you, and they turn dark to say so: the payment to confirm, the waiver to sign, linking their own account, and Check-in mode itself. Each one has a button that hands the phone back to you.
Watch out
The bag and the key only exist when your plan and your settings allow them, and nothing is greyed out to tell you so. That is deliberate: whoever is behind the counter cannot buy a plan anyway, so an offer to upgrade there is only noise between them and the people waiting. The plan is discussed in Settings, on a computer.
What the front desk cannot do, and never will
This is the part worth reading before you go looking. The settings sheet, opened from your account picture, holds three things and nothing else: light or dark, the language, and installing the app on the device.
So the whole configuration of the gym stays on a computer: classes and the schedule, prices and products, message templates, automations, reports, leads, your team, and every settings page.
The member file is deliberately short here. Photo, disciplines, grades, documents, tags and the full history are on the big screen, and editing someone covers ten fields only. On memberships you can sell, renew and extend; freezing one, adjusting credits, sharing a family pass and closing a membership all stay on the computer.
The software says so itself, at the bottom of the member sheet and of the settings sheet: the front desk is built for speed, and full editing, documents and reports are on a larger screen.
Watch out
This is a decision, not a missing feature or a plan you have not paid for. The front desk is meant to be fast with one hand while somebody waits at the counter. A settings page of forty rows on a phone is slower than walking to the computer, so it is not there.
Three modes that are easy to confuse
The front desk is yours, on your phone. It arrives on its own, it is for staff, and it never shows anything to a member unless you hand the phone over.
Reception mode is the same job on a large screen: the whole day on one page, for the tablet or the computer sitting on the counter. You choose it from the Mode menu, where it is called Focus, and that menu only offers it above 1024 pixels, so you cannot land in it from a phone.
Check-in mode, the kiosk, is the opposite: it is the member who taps, on a tablet left at the door. It has no menu and no header, just a small cross that asks for the staff code when PIN login is on.
The front desk can pass the phone to Check-in mode with the screen icon at the top, and take it back afterwards. That icon only appears once self check-in is switched on.
Watch out
Self check-in is off when you start, and it is turned on in Settings › Member portal › Kiosk and member options › Self check-in kiosk, which is a computer job. Until then the screen icon is simply absent from the front desk.
02
How do I check members in at the desk?
Reception mode turns the whole screen into a front desk: the day's classes, who is expected, and one tap to mark someone present.
Open Reception mode
Path: the Mode button in the app header, just left of your profile › Focus.
Reception mode is a full screen version of the software meant for the desk. It is not a separate account or a separate page: you switch into it, and you switch back out with Exit at the top right, or with Classic in the same Mode menu.
The staff who uses it stays in front of it all day, so nothing is hidden behind a menu: classes, money to chase, notes for the team.
Watch out
Reception mode needs a large screen. Below 1024 pixels the Mode menu does not offer it, and the front desk takes the screen instead, which is a different layout with three tabs. The help bubble is hidden in Reception mode, so read the guide before switching in.
Read the day in one look
Three counters sit at the top. Checked in counts the distinct people marked present today, so someone who attends two classes is counted once. Booked today counts every reservation of the day. Revenue today adds up the payments recorded today. Tapping the first two shows the names behind the number.
Needs attention lists what the desk should act on: overdue payments, unpaid balances, memberships expiring within seven days, and birthdays. Three tiles are shown at most; beyond that a link opens the full list.
Mark people present
Path: Reception mode › pick the day in the strip › tap the class › tap the person › Check in.
The left panel lists the classes of the selected day. The strip of day chips above it turns one week at a time, six weeks back and twelve weeks forward, and each chip shows how many classes run that day. Use it to prepare a booking taken over the phone for next month without leaving the screen. Past a week or two, the date field next to it is faster than turning the strip.
Green rows marked In are people already checked in. The others are still just booked. Tapping a name opens a small card with their membership status, their notes, and the buttons that apply.
Watch out
This list is built from your weekly schedule. A session you cancelled for that day, or a holiday closure, still shows up here. Read the class name and time before you tap.
Yesterday's register can be fixed from here
Go back to the day with the strip or the date field, open the class, tap the name, Check in. A register you cannot rectify is not a register, so the past is open.
A FUTURE date is the one case that refuses. There, only Reserve is offered, because marking someone present in advance would be inventing an attendance.
Search a person instead of a class
The search field looks in two places at once for the selected day: classes, by name, coach or time, and members, by name or phone number.
A member who already booked that day shows the class they booked, and tapping the row opens that class. A member with no booking is tagged Walk-in for today, or Book for another day, and the row points at the first sensible class of that day.
If that day has no class at all, the row is greyed out and does nothing. Attendance is always attached to a class, so with no class there is nothing to check into.
Fix a mistake
The same card that checks people in also undoes things. Undo check-in puts the person back to booked. Cancel booking removes them from the class, asks for confirmation first, and sends the cancellation message if that message is switched on.
Open member profile stacks their file on top without losing your place. Close it and you are back in the same class list, at the same spot. Use it to sign a waiver, add a membership or settle a balance while the person is still at the counter.
You can also add a member, take a payment and sell a product from the top bar, all without leaving Reception mode.
Watch out
Cancelling a booking frees the seat, gives the credit back and tells the member, but the line itself is kept and marked cancelled. It leaves the lists, it does not leave the history.
03
Why does it say it is too early to check in?
One setting decides how early a class accepts attendance, and it does not behave the same on the three screens that use it.
Set the window
Path: Settings › Booking rules › Check-in › Check-in window.
The window says how long before the start of a class attendance can be recorded. You choose between 15, 30, 60, 120 and 240 minutes. A new gym starts at 60.
Set it to your real habits. A gym where people arrive to wrap their hands half an hour early needs 30 or 60. A window of 240 minutes on a timetable with four classes a day means the software stops being able to tell you which class someone belongs to.
At the desk, the window warns, it does not refuse
The window is a rule that protects you from the MEMBER, not from your own staff. In the Reception check-in panel your team can mark anyone present at any hour of the day, before the window as well as long after it. Someone who turns up an hour early, hands wrapped, gets checked in.
Being early is said rather than blocked: a line at the top of the panel reads that the class starts later today. The gesture stays deliberate, it is no longer impossible.
For a class on a FUTURE date, only Reserve is available, because marking someone present in advance would be inventing an attendance. For a class on a PAST date, check-in is allowed, which is how you fix a register after the fact.
Watch out
So the window changes almost nothing at your desk. It really governs the member's own phone, where the server enforces it. Setting it will not stop your staff checking someone in at the wrong hour.
On the member's phone, the window closes
In their own space, a member sees a Check in now card only if three things are true at once: the class is today, they already have a booking for it, and the current time is within the window.
There the window works both ways: it opens the given number of minutes before the start and closes the same number of minutes after it. Someone who walks in an hour and a half after a class started, with a window of 60 minutes, will not find the button.
Watch out
The refusal message the member reads says check-in opens 30 minutes before class, whatever you set. That sentence is fixed and does not follow your setting, so a member on a 60 minute window can be told the wrong number.
The entrance tablet ignores the window
Check-in mode at the door does not test the time. Any name in the list of a class of today can be tapped at any hour.
So the window is a guardrail for the two supervised paths, the Reception panel and the member phone. It is not a lock on the door tablet.
Auto check-in on booking
The switch just under the window says that a booking counts as attendance, with no second step.
It only covers bookings a member makes in their own space. A reservation entered by your staff, from the schedule or from the Reception panel, stays a reservation until someone marks it present.
Watch out
With this on, a member who books online and never shows up is counted as present, and the Check in now card never appears in their space because there is nothing left for it to do. Your attendance figures stop being attendance figures.
A member with no booking has no check-in button
Self check-in confirms a reservation, it never creates one. A member who did not book has to be added by your staff, from the desk or from the entrance tablet, which both create the booking and mark it present in one go.
04
Someone did not book, has not signed or has not paid: what happens?
What the check-in screens block, what they only warn about, and what a walk-in costs the member.
Add a walk-in
Path: Reception mode or the check-in tablet › open the class › the search field above the list.
Type a name or a phone number, and up to six matching members appear with a dashed outline and a plus sign. Tap one, then confirm.
Only people already in your Members list come up. Nobody is created here. A first time visitor has to be registered first, from Add member in Reception mode or from the Members page.
What a walk-in costs the member
Checking in someone who had no booking creates the booking and marks it present in one go. If the person has a class pack, one credit comes off it.
The software picks what to charge on its own. An unlimited membership is used first, because it burns nothing. A pack with credits left comes next. If nothing valid is found, the visit is recorded without touching any membership.
When the last credit of a pack is used, the pack switches to used and the member is no longer counted as active.
Watch out
Reserving already takes the credit. Checking that person in afterwards takes nothing more. Cancelling the booking gives the credit back, but Undo check-in does not: it returns to booked, and the seat and the credit stay taken.
The check-in screens block nothing
The confirmation card shows a pill: Membership active, or Membership to review when there is no active membership covering today. It is information for the person at the desk. It stops nothing.
The same goes for capacity: from Reception mode and from the entrance tablet you can always add one more person to a full class.
If the member has a note on their file, it appears in this same card. That is where you write what the desk needs to know: injury, unpaid balance, trial ending.
Watch out
The session panel of the Schedule is stricter. Once a session is full it replaces the search field with Session is full and greys out Book in. Same gym, same session, two different screens: use Reception mode when you need to squeeze someone in.
The unsigned waiver
A member who has not signed carries a small shield next to their name in the list, and a warning in the confirmation card asking you to have them sign.
This is a reminder, not a barrier. The check-in goes through either way. Your gym decides whether an unsigned member trains, the software only makes sure you know.
- 1.In Reception mode, tap the person in the class list.
- 2.Press Open member profile.
- 3.Go to Documents and have them sign the waiver.
- 4.Close the profile: you are back in the class list.
Good to know
On the entrance tablet there is no way to open a profile, so the warning is all you get there.
What a check-in sets off behind the scenes
Recording a check-in writes a line in the activity log under the name of the person signed in on that device, so you can see later who checked whom in.
If you connected an access control system, it also sends the unlock signal. If you connected Zapier, it sends a check-in event. And the very first check-in of a member can start an automation, for example a welcome message.
Marking someone Present from the session panel of the Schedule is a shorter path. It records the attendance, but it does not unlock the door, does not notify Zapier, and does not start the first check-in automation.
Watch out
The door unlock only fires when the access connector is switched on, and it needs the plan that includes the connectors.
05
How do I add a member?
Create a profile at the counter: what is really required, the duplicate warning, minors, and the plan you can sell in the same form.
What the form will not save without
Path: Members › New member (top right).
One single form. The same form opens again later when you edit the member, so nothing you fill in here is hidden somewhere else afterwards.
Only the first name is required. Email is optional: you can create someone with a phone number alone. What is refused is a badly formed email address, not an empty one.
The last name, the phone and the date of birth are optional too. The full name shown everywhere else is built from the first name and the last name, and both are capitalised for you on save.
- 1.Tap New member at the top right of the Members page.
- 2.Fill First name.
- 3.Fill anything else you already know. You can come back to it.
- 4.Tap Save.
Watch out
A date of birth that makes the person under six years old blocks the save, with a message. Nothing is written until you fix it.
The duplicate warning, and when it does not run
The form searches while you type. As soon as the phone holds enough digits, or the email is complete, a row appears if another member already has that phone or that email.
The comparison ignores formatting. Digits only for the phone, lower case for the email. A number written +66 81 130 00 39 and the same number written 0811300039 are seen as the same person.
If you save anyway, a confirmation asks once more and names the person already on file.
Watch out
This check runs on creation only. Editing an existing member never warns you, so two records created before this check existed will not be flagged.
Minors: a block that appears on its own
Fill a date of birth that makes the person under eighteen and a Guardian block appears in the middle of the form: guardian name, guardian phone, relationship.
Nothing forces you to fill it at this point. The consequence lands later, on the profile: the waiver cannot be signed until the guardian name is on file.
Watch out
Leave the guardian name empty and the Sign button on the member profile stays disabled, with no explanation other than a small line asking for the guardian details.
Starting membership: what it really creates
A Starting membership list appears only when you create someone. Nothing is preselected, and the default line reading No membership (add later) is a real choice, not a placeholder.
Pick a product and the software creates an actual membership from your catalogue: the price, the number of classes and the end date all come from that product, not from anything you type here. If the product you need does not exist yet, the link under the field creates one without leaving the form.
Watch out
The membership is created as unpaid. The member appears straight away with a balance to collect, equal to the price of the plan. To clear it, record a payment and attach it to that membership in the Membership field of the payment form. A payment left on none collects the money but leaves the balance showing.
The field that disappears when you edit
Open the same form on an existing member and the Starting membership list is gone. In its place sits a Status list.
This is not a bug. After creation, memberships live in the Memberships card of the member profile, where you add, renew, freeze or cancel them one by one. The creation form only ever creates the first one.
Your own fields, and the tags
Path: Settings › Members, for the fields themselves.
The extra fields you defined there appear inside this form in their own block. They are filled with the identity, not afterwards on the profile.
Tags are typed one by one. Press Enter or a comma to validate one. Tags already used in your gym are suggested while you type, which keeps VIP and Vip from becoming two different tags.
When your plan stops you
The free plan is meant for 25 active members and the Pro plan for 100. Max has no cap.
An active member is someone who is not archived and who holds at least one membership that is not cancelled and did not end more than thirty days ago. A member on hold still counts. Archiving someone who left frees a slot without deleting anything.
The number that counts is the number written on your plan, and nothing else. Going one member above it does not block the save. It starts a countdown instead: everything keeps working, and a banner at the top of the app says how many days are left, and until which date, to come back under the cap or change plan.
Coming back under the cap at any point during those days clears the countdown completely. It does not resume where it stopped if you go over again later.
Watch out
Once the countdown has run out, the refusals are wider than adding a member. Creating a member, converting a lead, restoring a member from the trash and recording a payment stop, and so does every message you send by hand: a template by email, a template on LINE, a group message to members and a group message to leads are all refused with the same message. Deal with the banner while it is still counting.
06
How do I get a member to sign the waiver?
Have someone read and sign on the tablet, know when a signature is real, and find everyone who has not signed.
Where the text comes from
Path: Settings › Documents.
The waiver is one single text, the same for every member of the gym. In that same place you can add other documents, each one marked either read only or to sign. A house rules sheet is usually read only. A photo consent is usually to sign.
On the member profile they all live in one card. A dropdown picks which one you are looking at, and each line shows its own state: read only, to sign, or signed.
Good to know
The waiver is never empty. Leave the setting blank and the software serves a complete default text written around your gym name and your activity. The message saying a document has no content yet concerns the extra documents you added without a body, not the waiver.
Signing on the tablet
Path: Members › a member › Documents card › View, then Sign.
View opens the full text in a reading pane. Hand the tablet over and let the person read it. Sign opens the signing screen: the text again, a box to tick, and a pad to sign with a finger.
Once signed, the card shows the date and the signature image. The button becomes Re-sign, which replaces the old signature.
- 1.Open the member profile.
- 2.Scroll to the Documents card.
- 3.Pick the document in the dropdown if you have several.
- 4.Tap View and let the person read.
- 5.Tap Sign, tick the agreement box, sign with a finger.
- 6.Tap Sign and save.
Watch out
Sign and save stays disabled until the agreement box is ticked. If you close the window with a signature already drawn, the software asks before losing it.
Minors: the guardian signs, and it is blocked until you have their name
When the date of birth puts the member under eighteen, the button reads Guardian signs and the consent sentence names the guardian instead of the member.
That button stays disabled until the guardian name is filled in on the member record. A short line under the card asks for it, and that is the only warning you get.
- 1.Open the profile, tap Edit.
- 2.Fill Guardian name in the Guardian block.
- 3.Save.
- 4.Go back to the Documents card and tap Guardian signs.
The date field that looks like a signature
The member form carries a field called Waiver / consent signed on. It takes a date and nothing else.
Filling that date marks the waiver as signed: the member leaves the Waiver missing count and the profile shows Signed with that date. No signature was captured. In place of the image, the card shows the member name written in a handwriting style. It looks like a signature and it is not one.
Watch out
Use that field only when you hold a paper waiver somewhere else, and treat it as a reminder, not as proof. For anything you may need to rely on, have the person sign on the tablet.
Clearing a signature
Clear signature sits under the signature image and only appears for roles allowed to delete records. It asks for a confirmation, then the document goes back to Not signed and the member has to sign again.
Clearing a signature destroys the piece of paper that covers the gym. It is deliberately not placed with the everyday buttons at the top of the card.
Finding everyone who has not signed
The dashboard carries a Waiver missing count. Tapping it opens the Members page already filtered on those people, with a banner showing the number.
That list counts members with no consent date, so it also empties itself when someone types a date by hand, with or without a real signature.
07
Who has locker key number 12?
A register of your physical keys: hand one out at check-in, see which are still out, and get them back before closing.
What it is, and what it is not
It is a register, on paper replaced by a screen. Your gym hands out a real key or a real wristband; the software only records who took which number and when.
It opens no locker and talks to no lock. Nothing here is connected to your changing room hardware.
Turn it on, then type your keys
Path: Settings › Classes › Lockers & keys.
The key list is invisible until the switch is on: flip the switch first, then type your keys. Doing it the other way round is why the field seems to be missing.
Under the switch sits a second one, Allow a key without a class, off to start. Off, a key only goes to somebody already checked in today. On, anyone on file can take one, which is what an open gym with no class needs.
- 1.Open Settings › Classes and find Lockers & keys.
- 2.Turn on Lockers & keys.
- 3.In Keys, type a number or a name and press Add. A range like 1-20 adds twenty at once.
- 4.Decide whether Allow a key without a class stays off.
Watch out
The register belongs to the Max plan. On a lower plan the card is still there and the first click opens the upgrade window instead of saving. The plan and the switch are two separate things: paying for Max does not switch the register on, because a gym with no changing room should never see a Lockers button appear.
Good to know
A range only works as plain numbers, like 1-20, and only up to two hundred apart. Anything else, including 20-1 or A1-A9, is taken literally and becomes one key with that name. Adding the same number twice creates two identical keys, so read the grid after a range.
Where the key board opens
Three doors, all on the surfaces where somebody is actually standing at the counter. There is no Lockers entry in the menu.
On a phone, the key button sits in the header of the counter. On the front desk tablet, it is under More. And it opens by itself right after you check somebody in, which is the moment the key is really asked for.
The board has three tabs: Out, Available and History.
Hand a key out, take it back
In Available, tap a number, then tap the person. The people offered are those checked in today, unless you turned on Allow a key without a class. The list shows sixty names at most, so type a name rather than scroll.
Somebody who already holds a key is flagged Already has a key. It is a warning, not a refusal: giving a second key is allowed.
In Out, each line shows the number, the person, the hour it was taken and who handed it over, plus how long ago. That elapsed time turns amber after two hours and red after five, so a glance at closing time is enough.
Return puts the key back in the available list.
The key that never came back
Use Release without a return, in the menu at the end of the line. It frees the number so tomorrow works, and it writes the loan into History marked Forced rather than pretending the key came back.
That mark is the whole point. Three forced releases on the same person in a month is a conversation to have, and it is the only place that would tell you.
A key that is broken or lost
Do not delete it. In Settings, the key menu offers Mark out of service: the number leaves the available list but keeps its name, so your old history stays readable. Put back in service when the key comes back.
Delete is for a key that should never have existed. It is refused while the key is out, and the menu says so instead of failing silently.
Watch out
Out and Out of service are two different states that share a word. Out means somebody has it right now. Out of service means the key is broken, lost or withdrawn.
What the register does not do
It records no deposit and no money. It writes nothing on the member's profile, and the member never sees which key they hold from their own space.
History records RETURNS, not hand-outs. A key handed out and never given back leaves no history line at all until somebody returns it or releases it, and the list keeps the last five hundred returns.
Nothing is ever released on its own. No end-of-day sweep, no expiry: every key comes back because a human pressed a button.
Watch out
Turning the module off HIDES the open loans, it does not close them. The board disappears from every screen with no warning, and the same loans reappear intact when you switch it back on. Deleting or archiving a member does not release their key either, so take the keys back before you tidy up.
08
How do I record a payment, and why does an unpaid member not show up?
How money gets into the software, what each status does to your figures, and why nothing turns overdue on its own.
Opening the form
Path: Payments › Record payment (top right). On a phone it is the plus button.
You can also start from the member profile, in the Payments tab, which saves you searching for the member.
The payment method comes preselected: the default method you chose in Settings › Finance, or the first method you accept if you set none.
Watch out
The amount opens at 1500 every time. It is a fixed starting value, not a suggestion based on this member. Always overwrite it before saving.
Attaching the payment to a plan
If the member holds plans, a Membership dropdown appears, listing each one with the amount still left on it. Picking a plan fills the amount with what is left, and a Pay full balance shortcut appears when part of the balance is still open.
Watch out
The plan balance drops as soon as the line is saved, whatever status you picked. Attach a line to a plan and mark it Overdue, and the software still treats the plan as settled by that amount. To record a debt without touching the balance, leave Membership on none. Editing the amount of a payment afterwards does not correct the balance either: only the first save moves it.
Status: only Paid is money
Paid is the only status that counts as revenue, sends the receipt to the member and alerts your staff.
Overdue is what feeds the Unpaid figure and the reminders list on the Payments page.
Pending counts nowhere. It is not revenue, it is not in the Unpaid figure, and the history filters only show it under All. Treat it as a note to yourself.
Nothing turns Unpaid on its own
The Unpaid figure counts payment lines that someone saved with the Overdue status. Nothing else. A member who simply has not paid stays invisible in that figure until you enter the expected payment as Overdue.
Watch out
Overdue after (days), in Settings › Finance, is saved and read by nothing. Setting it to 7 does not make anything turn red after seven days. If you want to be told rather than have to look, switch on the payment alerts in Settings › Notifications.
Using a gift card
Type the code in the Gift card field. The amount covered is shown straight away, along with what is left on the card. The card must be active, still have a balance and not be expired.
The gift card covers part of the amount, so the cash you actually collect is lower. The plan balance is still closed for the full amount, because the gift card revenue was already counted when the card was sold.
Good to know
If the field is missing entirely, gift cards are restricted to Shop only in Settings › Shop.
Receipts
When a payment is saved as Paid and the member has an email address, a receipt goes out by email with a PDF attached. This is governed by Payment receipt in Settings › Messaging.
The tax rate, the tax ID, the receipt number prefix and the footer note come from Settings › Finance and appear in the BODY of that email.
The tax is never added to the amount. It is extracted from the amount you already collected, so a 3000 payment at 7 percent stays a 3000 payment and shows the tax contained inside it.
Watch out
The attached PDF and the PDF a member downloads from their space carry no tax line, no prefix and no footer note. For a member who needs a proper tax receipt, the email body is the only document that has them. The two documents also number the same payment differently, so do not expect the numbers to match.
Chasing
The Reminders block on the Payments page lists every overdue line with the member name and how late it is. Remind opens your message channels for that member; tapping the row itself opens their profile straight on the Payments tab.
On the profile, Request payment sends the member the total they owe. You can send it as often as needed, and the date of the last one is shown underneath so you do not spam. The wording changes on its own: with Stripe connected the member is invited to pay online, without it the message asks them to settle in person.
Watch out
Request payment fails with an error if Payment reminder is switched off in Settings › Messaging, or if the member has neither an email address nor a linked LINE account.
09
How do I sell a product at the front desk?
Record a counter sale: build the ticket, say who it is for, take the money now or put it on a tab.
Open the sale screen
Path: Shop › Sell (top right). Tapping any product card opens the same screen with that product already in the ticket.
Away from the Shop page, the sale screen is also in the quick add menu as New sale, in Reception mode, and on a member's file under the Shop tab, where Add opens it with that member already filled in.
Watch out
There is no till on the entrance check-in tablet, on purpose: a cash flow on an unattended screen is a drawer left open on the counter. The Sell button in the page header is also greyed out when nothing is sellable, that is, when no product is marked Available for sale with a stock that is not exactly zero.
Build the ticket
The screen has two sides: your catalogue on the left, the ticket on the right. Search by name or category, or use the category chips above the products.
Tap a product to add one unit, tap again to add another. A product with variations is shown as a wide card with one button per variation, so you pick the size or colour directly. In the ticket, the minus and plus buttons change the quantity and the plus stops at what you have left in stock.
Watch out
A product that counts stock and has hit zero does not appear in this catalogue at all. It is not hidden behind a filter, it is simply absent until you restock it.
Say who the sale is for
Every sale has to be attributed. The Record sale button stays disabled until you have chosen either Visitor or a member.
Visitor is selected by default. That is fine for a walk-in buying a bottle of water, and the sale still counts in your revenue. In the sales history it reads Visitor instead of a name. To attribute it to a member, switch to Member and type a name.
Watch out
Because Visitor is preselected, a sale to a regular member ends up anonymous unless you switch. If you want the purchase on their file, or on their tab, choose Member before recording.
Pay now, or put it on a tab
Pay now is the default. The payment method underneath starts on the default method you set in Settings › Shop, and you can change it for this sale only. The methods offered are the ones your gym has switched on in Settings › Finance.
Add to tab records the sale as unpaid and parks it on the member's tab, to be settled later.
Watch out
Add to tab does nothing when the buyer is a Visitor, and nothing on screen explains why. A tab belongs to a member. Switch the sale to a member first, and check that open tabs are allowed in Settings › Shop.
Pay part of it with a gift card
When the sale is being paid now, a Gift card field appears under the payment method. Type the code and the discount is applied straight away, with the remaining balance shown next to it. If the code is unknown, inactive, empty or expired, the field says Invalid.
The card covers up to the ticket total. Anything left over stays on the card for next time.
Watch out
A gift card cannot be used on a tab, and the field disappears entirely if you set gift cards to Memberships only in Settings › Shop.
What the software writes down
Recording the sale does four things at once. It takes the units off your stock, for the product or for the exact variation you sold. Products marked as unlimited are not counted down, only their sold counter goes up.
It creates one payment for the whole ticket, with a receipt number, the date, the method and a note listing the items. It stores the cost of what you sold alongside that payment, which is what later feeds the margin in the Accounting tab.
The payment is a normal payment. It shows in Payments and in your revenue, next to memberships.
Watch out
Recording a sale requires the Record payments permission, and the server refuses without it. The whole Shop module is part of the Max plan.
10
How do I let a member take something now and pay later?
Open tabs: how to start one, where it shows up, and how to cash it in or write it off.
Turn tabs on or off
Path: Settings › Shop › Sales and tabs.
Open tabs are allowed by default. Switch it off and Add to tab stops working everywhere: at the till, on the member file, and in the member space. Existing tabs are not deleted, you can still cash them in.
Put a purchase on a tab
Path: Members › a member › Shop tab card › Add.
Starting from the member's own file is the fastest way: the person is already set and Add to tab is already selected. From the till, choose Member, pick the person, then switch the payment to Add to tab.
A tab only exists for a member. There is no tab for a visitor.
Watch out
The server refuses an unpaid sale with no member attached. If Add to tab seems to do nothing, the sale is still set to Visitor.
Where an open tab shows up
On the Shop page, an Open tabs band appears above the catalogue as soon as someone owes money: one card per member, sorted by the largest amount, with a link to their file.
On the member's file, the Shop tab card lists each unpaid purchase with its total. In the member space, the member sees their own tab amount, and with Stripe connected a Pay tab button.
Cash in a tab
Press Cash in on the member's card. A window shows the amount due and lets you pick how they are paying, starting on your default shop method. Confirming marks every unpaid shop purchase of that member as paid.
The Settle tab button on the member's file does the same thing without asking for a method: each line keeps the method it was recorded with.
Watch out
Settling is all or nothing. There is no way to cash in one line of a tab and leave the rest open. If a member wants to pay for part of it, cancel the tab and record the purchases again.
Cancel a tab
Cancel tab sits at the bottom left of the same window. Use it when the tab was a mistake, or when you are writing the debt off.
Watch out
Cancel tab DELETES the unpaid purchases. It does not hide them and it does not mark them as paid. The lines are gone, the stock already taken off is not put back, and it cannot be undone. Purchases already paid are untouched. The option only appears for a role with the Delete records permission.
When a tab becomes revenue
Money on a tab is not revenue yet. The Sales tab of the Shop page splits this clearly: Revenue counts what has been paid, On tab counts what is still owed. The Accounting tab follows the same rule.
So a strong week that is all on tabs shows a weak profit until people pay.
11
How do I read and answer messages from my members?
One place for every conversation with your members, with the channel chosen at the moment you reply.
One conversation per member
Path: Inbox.
Every message with a member is grouped into a single conversation, whatever channel it came from. Unread conversations come first, then the most recent.
The counter next to Inbox in the menu counts unread incoming messages that are not archived. Opening a conversation marks it read. New message lets you start a conversation with any member, even one who never wrote to you.
Choosing the channel before you send
The channel selector sits in the tools row above the composer, next to the Messages button, not against the send button. Four channels at most, and the list depends on the member: LINE if they linked their LINE and your gym connected LINE, SMS if they have a phone and SMS is connected, Email if they have an address, and In-app, which is always there.
In-app is the default. It delivers the message inside the member's own space, with no outside gateway and no cost. The member reads it and answers from there.
Watch out
WhatsApp is NOT one of the four. You can send a WhatsApp message from a member's profile, never from this screen, and the server refuses it if something tries. An email reply from a member does not come back here either: it lands in your own mailbox, because that is the reply address on the message. SMS is one way too.
What actually arrives in the Inbox
Two things come in. Messages a member sends from their member space, which arrive as In-app. And LINE messages, when the member's LINE is linked to their profile and your gym's LINE is connected.
Stickers, photos, voice notes and locations sent on LINE appear as a line saying what kind of message it was. The content itself is not shown, so open LINE to look.
Watch out
An email reply that is written into the thread is written BEFORE it is actually sent, and a failure to send does not come back to the screen. A message can therefore show as sent in the conversation without having left. If a member says they got nothing, check the address on their file.
Your reusable messages, inside the conversation
The small button on the left of the composer inserts one of your templates into the draft, already filled with that member's name, plan, expiry date and member space link.
Inserting fills the field, it does not send. Read it, edit it if you want, choose the channel, then send. That is the difference with sending a template from the member profile, which sends immediately on the channel you pick.
Archiving and deleting
The menu on a conversation row offers Archive and Delete. The list above it filters on All, Unread, Read and Archived, each with its own count, and Archived only appears once you have archived something. A new incoming message brings the conversation back to the active list on its own.
Delete removes the whole conversation permanently, for you and for the member. You can also delete a single message from the thread if your role is allowed to delete records.
Watch out
Deleting a message removes it from this conversation only. Anything already sent by email or LINE stays in the member's own inbox. Nothing is recalled.
