๐งฉ 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. Only tap it once: requesting several codes in a row can temporarily block new ones for 15 to 20 minutes.
- Confirm the correct country code is selected.
- Check that SMS permissions are turned on for their device.
- Check their blocked messages and spam filter. Codes can come from different numbers, so there's no single number to allow. If needed, their carrier can confirm that short code and toll-free SMS aren't blocked on their line.
Still nothing after two attempts? Contact Support with the phone number they're using.
For more information, see: ๐งญ 1.1 Creating Your Sweatpals Account๏ปฟ
A member changed their phone number
You have three options, in order of speed:
Option 1 โ Set phone number (fastest)
- Go to Members.
- Select the โขโขโข menu next to the member's name.
- Select Set phone number.
Option 2 โ Update profile and payment
Use this when the member's email or payment details need updating too.
- Go to Members.
- Select the โขโขโข 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 โ Sweatpals Support
If neither option works, contact Support 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 โ don't cancel one and rebuild it manually, as that loses their booking history.
For more information, see: ๐ฅ 5.3 Managing Active Members๏ปฟ
Payments and billing
A member wants to change their card
Option 1 โ 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 โขโขโข menu next to the card and mark it Preferred.
The preferred card is used for future eligible payments and recurring membership renewals.
Option 2 โ 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: ๐ฅ 5.3 Managing Active Members๏ปฟ
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 โขโขโข 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: ๐ฅ 5.3 Managing Active Members๏ปฟ
A member was charged incorrectly
- Go to Members and select the member's profile to review all charges.
- Confirm the charge is actually wrong โ check their plan, renewal date and any drop-in bookings for the same period.
- If it's wrong, contact Support 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: ๐ฌ 7.2 Getting Help & Contacting Support๏ปฟ
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: ๐ฅ 5.3 Managing Active Members๏ปฟ
A member wants to pause or cancel their plan
Check your community's cancellation policy first โ it determines whether a pause or a cancellation is the right call, and whether any notice period applies.
Option 1 โ The member does it themselves
Members can start a cancellation from the Sweatpals app or in their browser.
Option 2 โ You do it from your dashboard
- Go to Members.
- Search for and select the member's profile.
- Open the โขโขโข menu.
- Select Pause membership or Cancel membership.
For more information, see: ๐ฅ 5.3 Managing Active Members๏ปฟ, ๐ง 3.3 Membership Access & Cancellations๏ปฟ
A member wants to switch, upgrade or downgrade
- Go to Members.
- Search for and select the member's profile.
- Open the โขโขโข menu.
- Select Switch membership.
For more information, see: ๐ฅ 5.3 Managing Active Members๏ปฟ
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 โ a newly created experience that wasn't set up to accept the plan.
For more information, see: โ๏ธ 5.2 Creating & Configuring Memberships๏ปฟ๏ปฟ
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: ๐ฅ 5.3 Managing Active Members๏ปฟ
You found the member, but their migrated plan is missing
- Check for a duplicate profile under a different name, email or phone number โ this is the most common cause.
- If no duplicate exists, go to Members, select the โขโขโข 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: ๐ฌ 7.2 Getting Help & Contacting Support๏ปฟ
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 โ search by name, email and phone number.
- The roster matches under both Experiences and Check-in.
For more information, see: ๐ซ 6.8 Check-In on Web๏ปฟ
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 [email protected].