This article will guide you through the basic steps when troubleshooting why a customer is unable to book through a mobile app.
Note: These troubleshooting steps apply to booking issues in the ClubReady Mobile app, custom branded apps, MFA, and XPO apps.
1. Member Status Needs to be Active
The user needs to show as an ACTIVE account in ClubReady. This includes:
- Having an Active Membership Status
- Not be Frozen
- Not be Past Due / 3rd Party Collections
2. Member Amenities / Membership Type
Certain clubs require for a user to have a specific AMENITY or MEMBERSHIP TYPE in order to be allowed to book into a class.
3. Duplicate Account
Often, a user will log into the mobile app using a prospect account that was created in the system (and not use their "active" membership). Make sure to do a search on your site under both Prospects & Members and on other locations (if you are a multi club owner).
4. Confirm Username
Verify they are using the correct username. REMINDER: if they have a duplicate account, they could be using their "Prospect" login
5. Class / Service Settings
Confirm all of your settings are setup correctly to allow booking through the mobile app.
Navigate to Setup > Scheduling > Classes/Group > click on the specific class the user may be having an issue and look for the setting showing below:
6. Session Credits
If the member has an agreement that issues credits, ensure the member has credits available for booking.
Check on the Session Credit Group to confirm they can book into a particular class using that session credit type (Setup > Scheduling > Session Credit Groups).
Also verify if they have session credits on hold. When a client is frozen, their session credits may be placed on hold causing errors in bookings. You can proceed to remove the hold status.
7. Contact Support
After checking all previous steps, please contact support@clubready.com for further assistance.