🧩 10.3 Troubleshooting

quick fixes and troubleshooting steps for common issues in sweatpals most member issues can be solved from your host dashboard in under a minute use this guide to work through the common ones before you contact sweatpals support login and account access a member didn't get their sms code ask the member to wait 30 seconds, then tap resend code confirm the correct country code is selected check that sms permissions are turned on for their device still nothing after two attempts? contact support with the phone number they're using for more information, see 🧭 1 1 creating your sweatpals account docid\ wec5ozqlv123iddkhvah3 a member changed their phone number you have three options, in order of speed option 1 – set phone number (fastest) go to members select the ••• menu next to the member's name select set phone number option 2 – update profile and payment use this when the member's email or payment details need updating too go to members select the ••• menu next to the member's name select update profile and payment ask the member to scan the qr code, or send them the link to open in their browser option 3 – sweatpals support if neither option works, contact support mailto\ support\@sweatpals com with the member's old and new phone numbers a member can't see their membership, plan or pack check that they're logging in with the phone number attached to the account no second profile exists under a different name, email or phone number if you find a duplicate, contact support to merge the accounts – don't cancel one and rebuild it manually, as that loses their booking history for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim payments and billing a member wants to change their card option 1 – the member does it in the sweatpals app open the sweatpals app tap profile , then settings select payment methods , then add the new card tap the ••• menu next to the card and mark it preferred the preferred card is used for future eligible payments and recurring membership renewals option 2 – you do it from your dashboard go to members select the member's profile go to the payment methods section add or change the card for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim a membership renewed on the wrong date, or at the wrong rate staff with the right permissions can fix this directly go to members search for and select the member open the ••• menu select change billing date or change billing rate changing the billing date doesn't refund a charge that already went out if the member was charged in error, see the next section for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim a member was charged incorrectly go to members and select the member's profile to review all charges confirm the charge is actually wrong – check their plan, renewal date and any drop in bookings for the same period if it's wrong, contact support mailto\ support\@sweatpals com with the member's name and email, the transaction details, the amount charged, the approximate time of the transaction and a screenshot if you have one for more information, see 💬 7 2 getting help & contacting support docid 8khsf3gaxlmeqjxoadyic memberships and class packs booking limits or credits look wrong go to members and review the member's plan and remaining credits confirm no recent booking or cancellation explains the difference community admins with the right permissions can use change booking limits when the plan itself needs adjusting for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim a member wants to pause or cancel their plan check your community's cancellation policy first – it determines whether a pause or a cancellation is the right call, and whether any notice period applies option 1 – the member does it themselves members can start a cancellation from the sweatpals app or in their browser option 2 – you do it from your dashboard go to members search for and select the member's profile open the ••• menu select pause membership or cancel membership for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim , 🧘 3 3 membership access & cancellations docid 6rn0u5xov9q7j zgbmobu a member wants to switch, upgrade or downgrade go to members search for and select the member's profile open the ••• menu select switch membership for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim a plan or pack won't apply to an experience this covers a member who can't book an experience with their plan, and a member whose credits aren't being deducted check that the membership or pack is active credits or uses remain, and the booking limit hasn't been reached the experience is configured to accept that plan the booking falls within the plan's dates and any other restrictions most cases come down to the third item – a newly created experience that wasn't set up to accept the plan for more information, see ⚙️ 5 2 creating & configuring memberships docid 3ordr7zxrjvxcx6ehtefd a comped plan is inactive if you sent a complimentary plan and the member can't apply it, check that the member accepted the plan invite by email or sms the plan you sent isn't set to expire, or hasn't already expired migrated members you can't find a migrated member search members by full name, then by any alternate or maiden name search by email search by phone number if they still don't appear, confirm they were included in the migration data before escalating for more information, see 👥 5 3 managing active members docid\ qc00qrdgvypcvvxnaavim you found the member, but their migrated plan is missing check for a duplicate profile under a different name, email or phone number – this is the most common cause if no duplicate exists, go to members , select the ••• menu next to the member's name and select update profile and payment ask the member to scan the qr code, or send them the link to open in their browser if the plan is still missing, contact support with the member's details and the migration they were part of for more information, see 💬 7 2 getting help & contacting support docid 8khsf3gaxlmeqjxoadyic booking and check in a roster looks wrong check that the roster is refreshed you're viewing the correct experience, date and time the attendee didn't book under another account – search by name, email and phone number the roster matches under both experiences and check in for more information, see 🎫 6 8 check in on web docid\ nkt xvgnfow ckxrewi d waitlists, late cancellations and no shows waitlist if a member is having issues with the waitlist, check the class or event capacity whether the waitlist is enabled whether the experience is already full late cancellation or no show questions if a member questions a fee or penalty, check your community's late cancel and no show policy the cancellation cutoff for that experience when the member booked when the member cancelled contact sweatpals support get in touch when the steps above don't resolve it, or when something looks like a technical problem on our end please include member name and email member phone number, when relevant community name the experience, membership or transaction involved what's happening what you expected to happen a screenshot or screen recording roughly when it happened whether it's blocking booking, check in, payment or account access the more context you give us, the faster we can investigate you can reach out sweatpals support team by emailing support\@sweatpals com mailto\ support\@sweatpals com