When troubleshooting why a customer can't book into a class, there are typically a few common culprits you'll want to keep top of mind.
Missing Class Tag(s)
Each class on the schedule must be labeled with one or more "class tags". Class tags specify which credits and memberships can be booked into that particular class. Without a Class Tag, your customers will not be able to book into the class because Class Tags are a critical part of payment permissions.
To troubleshoot:
Click on the 'Schedule' tab to locate the class in question.
Scroll down to the section for Class Tags and verify that at least one tag is assigned to the class session.
Incorrect 'Credit Type' or 'Membership Type'
Customers book into class with either a credit package or a membership contract. Credit packages contain a “credit type” and membership contracts contain a “membership type”. Each “type” defines which location(s) and classes your customers can or cannot reserve.
To learn the difference between Membership Contracts and Membership Types, click here. For Credit Packages and Credit Types, click here.
To troubleshoot:
Verify the credit package or membership contract that the customer is trying to utilize.
Locate the package or contract in the admin
Select 'Edit', then scroll to 'Credit Type' or 'Membership Type'
Navigate to the Credit or Membership Type to view the booking terms of the credit package or membership contract.
The 'Type' will always reveal permissions such as Class Tags, Booking Windows, Guest Allowance, whether Penalty Fees are turned on/off, and Late Cancellation Windows. These settings will either allow or prevent customers from booking into a class.
Class Tags for the class should always match the Class Tags added to the Credit Type or Membership Type. If these Class Tags do not match and/or are missing, your customers will not be able to reserve that class.
Customer is trying to utilize an inactive credit package or membership contract
To troubleshoot:
Pull up the customer’s account and locate the credit package or membership they are trying to utilize. Ensure the credit package or membership contract is Active. Inactive status will not allow your customer to book into a class (Ex. expired, out of usage, canceled/terminated, or frozen)
For more information on Membership statuses and how each status affects the membership, please click here.