Front desk and check-in

The front desk is where staff welcome customers and let them in. This guide shows you how to find a customer, confirm they have access, check them in, handle drop-ins and new customers, and follow up with members who need attention. It is for front-desk and reception staff.

Before you begin

• You need access to Gym. Some actions, such as voiding a visit or correcting attendance, may need a manager.
• Members need an active membership or visit pack for normal check-in. See Manage members and renewals.
• If your gym requires a waiver, a manager sets it in Front-desk settings.

Where to find it

Go to Gym → Front desk, or choose Open front desk on Gym → Overview. The page reads "Welcome customers. Confirm access. Keep the line moving." On a phone, switch between the Check in and Gym activity tabs.

Check a customer in

1. In Customer check-in, type in Find a customer. Search by name, phone or email.
2. Select the person. You can also expand Scan a member pass, scan or paste their QR code and choose Find member.
3. Wait for "Checking membership…" to finish. Then read the access box:
   • Access verified / Ready for this visit — they can come in.
   • Review access / Check funding for this visit — something needs checking.
   • Already checked in — they are already inside.
4. Choose the Visit type: Open gym or one of today's class sessions.
5. If the person has more than one membership or visit pack, choose the Funding source. This decides which one is used.
6. Choose Check in followed by their name.
7. Choose Next customer.

What you should see: the person appears under Inside in the activity panel, with an In gym now chip in search results.

If access needs review

• Choose Review membership to open their membership, or Review payments to see unpaid invoices.
• If the message says a manager must review, ask a manager. Do not check them in another way.
• If you see "The check-in result is not confirmed", choose Retry the same check-in. This finds the original result and does not use another visit.

Check someone in as a drop-in

Use this for a one-off visitor without membership access, for example someone who paid at the counter.

1. Find or create the customer.
2. Choose Check in as drop-in.
3. Read the confirmation. A drop-in does not renew a membership or collect payment.
4. Choose Confirm drop-in.

Take payment separately, for example with Buy visit pack under Package, payments & customer tools, or an invoice in Gym → Payments.

Add a new customer

1. Choose New customer. If a search found nobody, you can also choose Create new customer or press Enter to keep your search text.
2. On Details, enter First name, Last name, Phone number and Email address.
3. On Membership, add a membership, or choose Continue without membership.
4. On Photo & waiver, add a photo and request a waiver if needed.
5. Choose Continue to check-in, or Finish later.

Customer tools

Expand Package, payments & customer tools for the selected person:

• Buy visit pack — sell a pack of visits.
• Waiver — check or request the waiver signature.
• Visit packs, member pass & follow-up — record a pack they already bought, and manage their pass.

Share a member pass

In Member access, choose Create new link & QR, then Copy private link and send it to the member. With it, members can:

• Show their check-in QR code at the desk.
• See their membership, visits, renewals and invoices.
• Book classes, join waitlists and cancel bookings.

Links last 30 days. Creating a new link replaces the old link and QR. Choose Revoke member link & QR if a phone is lost.

Check people out

• One person: in Gym activity, find them under Inside and choose Check out.
• Several people: choose Check out selected… or Check out everyone…. Tick Use an earlier checkout time if they left earlier.

Void a check-in made by mistake

1. Find the visit under Today's visits.
2. Choose Void visit.
3. Enter a Reason and choose Void check-in.

The visit is removed from attendance and any pack visit it used is restored.

Follow up with members

Open Follow-ups & desk tools and review Needs attention. Filter by Ending in 7 days, Expired, Failed renewals, Unpaid renewals, Not attending or Never attended. Select a customer to review their payment, attendance or next renewal. In their Member follow-up section, choose Log contact to record a call or message, or Assign follow-up to give a teammate a Follow-up task with a Follow-up date.

A manager sets how many days without a visit count as "not attending" in Front-desk settings.

Worked example: a busy Monday morning

1. A regular scans their QR. Access verified shows, you check them in for the 7 am class.
2. A visitor has no membership. You sell a day pass with Buy visit pack, then check them in against it.
3. Someone's renewal failed. The access box says Review access. You choose Review payments, they pay the open invoice, and you check them in.
4. You accidentally check in the wrong "Sam". You choose Void visit with the reason "Wrong person".

If something goes wrong

• No customers found. Try their phone or email instead of their name, or choose Create new customer.
• Access says expired or not started. Open their membership with Review membership. They may need to renew or wait until their start date.
• "Required waiver verification is not available yet." Ask a manager to check the waiver setting.
• The check-in seemed to fail. Choose Retry the same check-in. Don't start a new check-in, or you may use a second visit.

FAQ

Does a waiver block check-in?

Not automatically. The desk shows whether it is signed, so staff can decide.

Does a drop-in charge the customer?

No. Collect payment separately.

Next step

Manage classes, bookings and attendance.