# Front desk and check-in > Find customers, confirm their access, check them in or as drop-ins, add new customers, share member passes and follow up with members who stop visiting. Canonical: https://help.spacebrain.ai/gym/front-desk/ Last modified: 2026-09-25T00:00:00.000Z 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 [#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](/memberships/manage-members-and-renewals/). * If your gym requires a waiver, a manager sets it in **Front-desk settings**. ## Where to find it [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#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 [#faq] ### Does a waiver block check-in? [#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? [#does-a-drop-in-charge-the-customer] No. Collect payment separately. ## Next step [#next-step] [Manage classes, bookings and attendance](/gym/classes-and-bookings/).