FAQ and troubleshooting

Use this page for practical support cases. For setup explanations, use the product-specific guides first.

Customer cannot get a member price

What usually happened

The customer is usually logged in with a different account than the one that owns the membership.

Common patterns are account-identity cases, described under Login methods and customer identity. Also check that the membership is active and that the booking product has the correct member price tier.

How to investigate

Search for the customer from the top-left search in the Backoffice. Open the customer account and check:

• Which email owns the membership.
• Which login method was used.
• Whether the membership is active.
• Whether the booking product has the expected member price.
• Whether the customer is using the same account during booking.

Ask the customer to log out and back in with the same email/account used to buy the membership.

Customer lost a booking link or access code

How to find it

Search for the customer or booking in the Backoffice. Open the booking details and use the customer’s booking link to view the confirmation.

If the product uses door pincodes, the code may only be visible when the product rules allow it, for example on the booking day or after a waiver is signed.

What to check

• The booking is confirmed.
• The booking belongs to the right customer.
• The product uses access codes.
• The waiver is completed if required.
• The code is expected to be visible at that time.

Customer has multiple accounts

Symptoms

The customer may say:

• Their membership is missing.
• Their gift card balance is missing.
• Their punch pass does not appear.
• Their booking history is incomplete.
• Their discount does not apply.

How to solve it

Search by email and name. Check each likely account and identify which one owns the purchase or benefit.

Guide the customer to log in with the correct account. Be careful when editing email addresses, since email can connect login, purchases, benefits, and communication.

Gift card balance is wrong or missing

What to check

Search for the customer from the top-left search in the Backoffice and open the customer account overview.

Check:

• Whether the gift card was redeemed.
• Which account holds the balance.
• Whether the balance was spent.
• Whether the gift card is active, archived, or expired.
• Whether a refund created gift card balance.

Adjusting balance

To correct a balance, see Adjust customer balance. Record the reason in your internal process.

Punch pass is missing or not working

What to check

Confirm:

• The customer owns the pass.
• The pass is active.
• The pass has remaining uses.
• The pass has not expired.
• The booking product accepts the pass.
• The customer is logged in with the correct account.

Personal versus non-personal passes

See Personal and non-personal passes. If the pass is on the wrong customer account, handle the correction according to your internal process.

Booking does not show as expected

Product setup checks

Check:

• Product is active.
• Product has a valid schedule.
• Sessions are published.
• The date is inside the future booking limit.
• The date is not a closed day.
• Capacity is above zero.
• Display settings are not hiding or showing unavailable times unexpectedly.
• Booking group contains the product if customers use a group link.

Calendar checks

Open the calendar and inspect the actual session. The product schedule is the template and the calendar holds the published sessions, see Booking products and sessions.

If one slot is wrong, edit that slot. If every future slot is wrong, edit the product and publish the affected dates.

Discount code does not work

What to check

Check:

• Code spelling.
• Valid dates.
• Product or session restrictions.
• Usage limits.
• Customer eligibility.
• Whether the code is still inside its valid date range.

For how usage limits and the valid date range behave, including what 0 means, see Usage limits.

Payment or payout totals do not match

Start with the question

Decide what you are trying to reconcile:

• Sales activity by product.
• Money collected.
• Refunds issued.
• Gift card usage.
• Bank payouts.
• Provider fees.

Use Periode reports for product and sales activity. Use provider settlement or payout reports for money that reached the bank account.

For the fees deducted from Adyen payments and the monthly invoice from Periode, see Periode fees and invoices.

Common causes

See Provider reports and payouts in Reporting for the common causes and how to trace one transaction across both systems.

Staff member cannot see a booking product

Restricted access checks

If the user is a Restricted Booking Master, check both:

• The user has the correct role under Settings > Users.
• The user’s email has been added to the specific booking product.

See Restricted Booking Master access for the setup.

Customer cannot see a door code

What to check

Check:

• The booking is confirmed.
• The product uses door codes.
• The code is visible at that point in the customer journey.
• The booking day has arrived if codes only show on the booking day.
• The waiver is completed if required.
• The lock or access integration has created the code.

If the code is missing from an integrated lock setup, check the booking details and integration status before manually sending a fallback code.