I can't log in or my passkey won't work
Most sign-in failures are caused by a wrong password, a passkey registered on a different device, or an MFA code that has expired — each has a quick fix.
Troubleshooting · Fix a problemMy staff invite link is expired or invalid
Staff invite links are single-use and expire — ask the gym owner to resend the invite to get a fresh link.
Troubleshooting · Fix a problemMy join link is expired or has been used
What to do when a membership join link shows "This payment setup link has expired" or refuses to load, including how to request a new link from the gym.
Troubleshooting · Fix a problemI lost access to my MFA authenticator or I want to revoke a session
Use a backup code to regain access when you lose your authenticator, then re-enrol MFA; revoke sessions you don't recognise from your profile settings.
Troubleshooting · Fix a problemYour membership isn't linked yet
Why the member home page shows a "not linked yet" message and how to get your account connected to your member profile.
Troubleshooting · Fix a problemMy payment setup was cancelled — how do I retry?
What the "Payment setup cancelled" screen means, why no payment method was saved, and the two ways to retry — using the browser back button or opening the original membership link again.
Troubleshooting · Fix a problemMy prep link won't open or is invalid
What to do when a pre-arrival prep link shows an error, including causes such as an expired token, a miscopied link, or a guardian-versus-member mismatch, and how to request a fresh link.
Troubleshooting · Fix a problemMy save shows no feedback or my changes didn't apply
A missing success toast or a form that reverts after saving usually means a validation error was silent or a browser cache is stale — here's how to confirm and fix.
Troubleshooting · Fix a problemI'm stuck in the setup wizard and can't continue
The setup wizard has 7 steps — a required field or a validation error on the current step prevents moving forward; here's how to diagnose and continue.
Troubleshooting · Fix a problemMy password reset link didn't work or expired
Reset links expire after one hour and can only be used once — request a fresh one and set a valid password.
Troubleshooting · Fix a problemI'm being forced to set up MFA
Staff and owner accounts must use multi-factor sign-in — here's how to complete enrolment.
Troubleshooting · Fix a problemThe reorder affordance is not working
What to do when drag handles or reorder buttons do not respond on configuration screens such as the health questionnaire.
Troubleshooting · Fix a problemA data-retention action didn't apply (or I'm not sure what it deletes)
Understand what the retention scan and apply actions do, and why a retention run may report zero changes.
Troubleshooting · Fix a problemA member isn't receiving emails or SMS
Check suppressions, channel settings, and the SMS wallet when a member stops getting messages.
Troubleshooting · Fix a problemStripe won't connect
What to check when connecting Stripe doesn't finish or the status stays incomplete.
Troubleshooting · Fix a problemA member's payment failed
What happens after a failed payment and how to retry or take the payment another way.
Troubleshooting · Fix a problemA refund or credit-note didn't go through
How refunds work on an invoice, and why there is no separate credit-note button.
Troubleshooting · Fix a problemMember lost the Add Membership button or can't enrol
Why the Add Membership button disappears and how to get it back or enrol the member another way.
Troubleshooting · Fix a problemTemplates and coverage disagree on which classes exist
Why the Templates list and the Coverage grid show different classes and what to do about it.
Troubleshooting · Fix a problemInstructor is absent — how do I cover the gap?
What to do when an instructor can't make it — find the affected sessions, assign a substitute, and let members know.
Troubleshooting · Fix a problemCheck-in says a member isn't eligible
Why check-in shows a red "Cannot check in" and how to check the member in anyway.
Troubleshooting · Fix a problemPortal invite didn't arrive
Why a member or guardian didn't receive their portal access link and how to resend or troubleshoot delivery.
Troubleshooting · Fix a problemMy CSV import rejected some rows
Why the import preview flags rows in red and how to fix or skip them before importing.
Troubleshooting · Fix a problemMy guardian account can't log in
How guardian sign-in actually works, and what to do when you can't get into the parent portal.
Troubleshooting · Fix a problemMy automation ran but did nothing
Why an active workflow can trigger but take no action, and how to add the missing steps.
Troubleshooting · Fix a problemMy campaign didn't send
What to do when a campaign send doesn't go out — usually a retry succeeds.
Troubleshooting · Fix a problemA scheduled action didn't run or failed preflight
How scheduled pauses and resumes run, what preflight shows, and what to check when targets are skipped.
Troubleshooting · Fix a problemReports won't open, a bookmark 404s, or a report keeps loading
What to do when a saved report link 404s, your role cannot open Reports, or a report keeps loading.
Troubleshooting · Fix a problemThe app won't let me past the waiver
Sign, re-sign, or resolve an expired or guardian-required waiver from the member Documents page.
Troubleshooting · Fix a problemAn incident won't close, reopen, or save a follow-up
Understand the real incident lifecycle actions — withdraw and follow-up — and what blocks them.
Troubleshooting · Fix a problemI can't log in to my member account
Diagnose and fix sign-in problems in the member portal — wrong portal, passkey issues, password reset, and browser compatibility.
Troubleshooting · Fix a problemMy data export is stuck or won't download
A personal-information export is generated after you request it — wait for it to complete, then download before it expires.
Troubleshooting · Fix a problemMy billing portal won't open
The payment portal only opens for live memberships with billing set up — here's what to check.
Troubleshooting · Fix a problemThe app won't let me past the waiver screen
Why the Documents page shows a waiver that blocks access and how to complete, re-sign, or escalate it.
Troubleshooting · Fix a problemWhy the app asks for a health questionnaire first
Why the member portal sends you to the health questionnaire before anything else, and how to get past it.
Troubleshooting · Fix a problemFind your gym's class schedule
Where to find a specific academy's public class schedule on Base Control.