There are several reasons a member’s access may be denied at different times.
Most commonly, this relates to their membership’s door access settings, unpaid fees, or a membership or club pack that has expired.
When entry notifications are enabled, reception staff will see and/or hear an alert each time a member attempts to check in.
To gain access, a member must:
- Have a current membership
- Have a valid Bluetooth token or access fob assigned
- Have access permission for that door or area
Red indicates access was denied. This can occur for several reasons. GymMaster logs every failed attempt and displays the reason for the refusal.
Entry notification pop-ups are enabled per user, under Settings> User Administration > Staff Accounts > Options > Pop-ups
Entry notification sounds are set under Settings > Doors and Readers > Notifications
Common Reasons for Failed Entry
When door access fails, GymMaster records the attempt and provides a clear explanation.
All entry attempts are recorded. You can view recent access activity at any time from the Visitors page.
The most common reasons for failed access are outlined below.
No Membership
The member does not currently have an active membership.
Incomplete Membership
The membership setup is incomplete—action is required before it can be used.
See : Completing a Membership
Overdue Account
The member owes more than the allowed limit at your facility.
Manage under Settings > Advanced Configuration > Door Readers > Stop After Owe - Amount
Expired
The member has a visit-based membership and has used up all available visits.
They’ll need to purchase another pack to regain access.
No Door Membership Benefits
Their membership type doesn’t grant access to this door.
See : Setting up Door Benefits
Outside of Membership Benefit Door Time
The member is trying to access the facility outside the times allowed by their door benefit.
See : Setting up Door Benefits
Stop at Gate Task
Entry has been prevented by a task: Member will need to resolve at reception.
Click on member account to identify issue.
Manage under Settings > Tasks
Successful Access
Green indicates the member is up to date with payments and has been granted access.
Yellow indicates the member has an outstanding balance but is still within the Stop after Owe threshold, and access has been granted.
Blue indicates successful entry that has triggered an Alert at Door action, via Tasks. Manage under Settings > Tasks
Tip: You can also use the Find Member Recent Visitors search to view all recent entries, including both successful and failed access attempts.
Common Questions this Covers
Why is a member being denied access
Why won’t the door unlock for a member
How do I check why access was denied
What does the red pop-up mean
How do I fix No Door Membership Benefits
How do I allow access outside of normal hours
Why is a member locked out for owing money
Why is a member’s key fob not working
How can I check recent access attempts