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Access Issues & How to Fix Them

Troubleshooting steps for common access issues

Work through the diagnosis steps below in order before escalating. If the issue persists, Contact Client Support.

Member cannot check in

  1. Ensure member status is Active/Visitor.

    1. If Expired, Delinquent, or Cancelled, fix the member status first here: Member Issues & How to Fix Them

  2. Ensure all waivers are signed in member's profile.

  3. Depending on membership settings, verify the following:

    1. Pin code

    2. Payment status

    3. Membership expiration date

    4. Sessions remaining

  4. Check for failed payments and resolve any billing issues before retrying access.

  5. If you have a door access system (Rhombus or Zylx):

    1. Check your members' Rhombus barcode — confirm the member received their Welcome email and the access card is showing correctly.

    2. Test your door scanner independently.

Punch card shows wrong session count

  1. Check the check-in history for accidental entries.

  2. If a check-in was deleted, sessions are not automatically restored

  3. Adjust the session count manually in the member's profile.........................COMING SOON!

Rhombus access barcode not displaying

  1. Confirm the member received their Rhombus Welcome email

  2. If not, resend it from the member's profile.

  3. Have the member reinstall the app

Error message appears when staff check-in using their pin code

  1. Confirm the staff member has purchased a membership

  2. Confirm Rhombus access is still active

 

When to escalate to support

Member profile shows Active but check-in is still blocked

  • This requires investigation beyond standard troubleshooting. Contact support with the member's name and a description of what you have already checked.

Door scanner is completely not working

  • Use manual check-in for all members in the meantime. Contact support to report the equipment failure. Document all manual check-ins so they can be entered once the system is restored.

Multiple members experiencing the same check-in issue simultaneously

  • This likely indicates a system-wide issue rather than an individual account problem. Contact support immediately and use manual check-in as a backup.

Related articles

  1. [Member Check-In Methods]

  2. [Member Statuses]

  3. [Managing Failed Payments]