When troubleshooting why a customer can't book a class or books unintended classes, keep a few common culprits in mind.
Missing Class Tag(s)
Each class on the schedule must have at least one class tag. Class tags specify which credits and memberships can be booked into that particular class. Without a Class Tag, your customers can't book the class because Class Tags are critical to payment permissions.
For example, a customer with a “Private” credit may not be able to book a specific private class if the class tag doesn't match the tag associated with the customer’s credit/package.
To troubleshoot:
Click on the 'Schedule' tab to locate the class in question.
Scroll down to the Class Tags section and verify that at least one tag is assigned to the class session.
If you find a mismatch, update the member’s membership type to include the class tag associated with the desired class.
Alternatively, update the class’s tag to match one that is already included in the member’s membership type.
Incorrect 'Credit Type' or 'Membership Type'
Customers book into a 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.
Verify whether the membership or credit package is configured to allow bookings across multiple locations if location restrictions apply.
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 enabled or disabled, and Late Cancellation Windows. These settings will either allow or prevent customers from booking into a class.
Class Tags 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.
The 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)
Ensure that the membership is not only active but also unfrozen at the time of the class. If a membership is set to unfreeze after the class time, it will still be considered inactive for that class.
Check if the member has exhausted their credits for the current billing cycle. If so, they will need to wait for the next cycle or purchase additional credits to restore booking eligibility.
For more information on Membership statuses and how each status affects the membership, please click here.
Booking Windows
Some memberships include a booking window that limits how far in advance customers can reserve classes. For example, if the booking window is two weeks, customers can only book classes within that timeframe. To troubleshoot:
Check the membership’s booking window settings
Ensure the class falls within the allowed booking timeframe.
Staff can manually book clients into classes outside the allowed booking timeframe because they aren't bound by the same restrictions.
Multiple Classes on the Same Day
Clients may be restricted from booking more than one class per day due to location-specific policies. For example, the Daily Reservation Limit may limit pending reservations to one per day.
Admins can adjust the Daily Reservation Limit by logging in as an admin > Configuration > Locations > Edit for the relevant location Location Settings > Reservation Settings. > Update the Daily Reservation Limit as needed. If the Daily Reservation Limit is set to one, it includes guest bookings. This means a member cannot book a guest for the same session they are attending unless you adjust the limit to allow more than one reservation.
Wrong User
Verify whether the member has multiple accounts in the system. Ensure the member logs in with their active, eligible membership. The customer might have logged in with a school email address but used a personal email address for their payment method.
Class Capacity
If a class is full, including held spots, the system will not allow additional reservations. Releasing a held spot can make the "Add Reservation" button clickable. To troubleshoot:
Check the number of reservations and held spots.
Release held spots if necessary to allow additional bookings.