A member tried to check in and the screen showed red — Cannot check in — instead of the green Good to go. Here's what the status means and how to get them onto the mat.
What's happening
When you select a member, the system checks them against the class you've chosen: do they have an active membership or pass that covers it, is their waiver signed, is their account in good standing? The status token tells you the result:
- Green — Good to go: ready to check in.
- Amber — Check required: something to confirm, but not a hard block.
- Red — Cannot check in: a blocking reason (no covering membership/pass, unsigned waiver, or an account issue).
The entitlement is matched to the selected class automatically — there is no manual "pick a membership" dropdown. So a red status often means the member has no membership or pass valid for that specific class, even if they have one for another program.
How to fix it
- Check you've picked the right class. Look at Which class are they checking into? at the top of the screen. If the wrong class is selected, the member's membership may not cover it. Pick the correct class — the eligibility re-checks against it.
- Read the blocked reason. Open the member and look at the Attention / blocked reasons. It will say what's wrong — for example an unsigned waiver, an overdue account, or no entitlement for the class.
- Fix the underlying cause where you can. An unsigned waiver, a lapsed membership, or a missing pass should be sorted at the front desk so it doesn't recur.
- If they genuinely should train today, use Override. On the staff check-in screen the red state offers Override Required. Enter an Override reason (required, audited) — for example "Trial class, paperwork to follow" — then select Override & Check In. The override is recorded in the audit log with your reason, so use it deliberately.
Note: the override is staff-only and needs the right permission. It is hidden on kiosk/self-service mode and for staff without override rights — if you don't see it, a manager with the permission needs to do the override.