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This page collects the issues we see most often in practice. For anything that isn’t on this list, contact support from the Help & updates menu.

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Sign-in and account

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You can’t sign in

Check, in order:
  1. You’re on the admin, not a member app. Staff sign in at the admin (admin.1club.ai), which serves every organization. If you see No Admin Access after signing in, your account has no staff role in any organization yet - ask an Admin to invite you.
  2. The email is the one your invite went to. If you’ve been invited under a different email than you usually use, sign in with that one.
  3. Your account is still active. Ask an Admin in your org to open Settings > Organization > Users and confirm your row exists with status Active. If it shows Invited or Expired, the invitation never completed - have them resend it.
  4. You’re not signed into a different org. The organization switcher in the organization menu at the top of the left rail might have you in another organization where this user doesn’t exist. See Organizations and clubs.
  5. You’re using the sign-in method tied to your account. The admin asks for your email first. If it says the email is registered with a social sign-in, use Continue with Google, Continue with Apple, or Continue with Facebook as before, or choose Set up a password instead. The first time you use a social sign-in it links to the account with the same email, so confirm that the provider account uses your 1club email. See Signing in.

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Password reset email never arrives

  • Check spam/junk.
  • Confirm the email is the one on file (have an Admin verify under Settings > Organization > Users).
  • Try once more after 15 minutes - some mail providers delay first-time messages.
  • If you signed up with Google, Apple, or Facebook and never set a password, enter your email on the sign-in screen and choose Set up a password instead. That sends the same reset link. An Admin can also send it with Reset password from Settings > Organization > Users.

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Your session keeps logging you out

Admin sessions stay signed in for 30 days and renew each time you use the admin. After 30 days without using it you’ll be asked to sign in again, and you’ll see “Your session has expired” - this is normal. Resetting or changing your password also signs you out on every other device. If you’re being signed out far more often than that, check whether you’re using private/incognito mode (cookies don’t persist) or whether your browser is clearing cookies on close.

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Permissions and access

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”Permission denied” or pages are missing from the menu

Each module is gated by the permissions your role grants. There are five roles - Admin, Manager, Front Desk, Instructor, Member - and an admin can change what Manager, Front Desk, and Instructor grant. Pages you don’t have access to are hidden from the navigation, not just disabled. Some sections also depend on a module being switched on, such as Events or the cash register. See Roles and permissions for the full module-by-module matrix. If you should have access and don’t:
  1. Ask an Admin to verify your role under Settings > Organization > Users.
  2. Sign out and back in to refresh your role claims.
  3. Check that you’re in the right organization (organization switcher in the organization menu). Roles are granted per organization, so a role you hold in one org doesn’t carry into another. See Organizations and clubs.

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Custom roles don’t exist

You can’t create a sixth named role or narrow the Admin role. You can change what Manager, Front Desk, and Instructor grant, module by module, in Settings > Organization > Permissions. See Roles and permissions.

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Organizations and clubs

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Members, bookings, or invoices you expect are missing

All data is scoped by organization. Records created in one organization are invisible in another, even when the same person administers both. Confirm the active organization with the switcher in the organization menu, then re-check. If a location’s activity looks empty, confirm the club in the breadcrumb too - you may be on a different club, or an admin “All clubs” view that spreads the data across locations. See Organizations and clubs.

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A club is missing from the switcher

The club switcher is the first crumb of the breadcrumb. It lists every Active and Hidden club; a Closed club leaves it. Members only see Active clubs. Open Settings > Clubs > Clubs, open the club, and check its status. With only one club running, no switcher is shown at all - that’s expected.

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You can’t delete a club

A club that still has associated data (bookings, areas, memberships, and so on) is protected from deletion, and the admin blocks it with “Cannot delete club: it has associated data.” Reassign or remove that data first, or set the club to Closed to retire it without deleting its history.

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Currency, time zone, or locale is wrong across the admin

Time zone and locales are organization settings under Settings > Organization > Details; the change propagates to every page that reads org settings. A club can run on its own time zone, so if only one gym looks wrong, check the club’s Timezone under Settings > Clubs > Clubs. Currency is set under Settings > Billing > General. See Organization settings.

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Home and analytics

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Widget or chart shows zero where you expect activity

Three usual culprits:
  1. Time zone. Analytics use your organization’s time zone (set under Settings > Organization > Details). A booking that’s “today” in your local time may be yesterday in the org’s time zone.
  2. Selected club. Most reports follow the club in the breadcrumb. If it’s set to one gym, bookings and revenue from other gyms are excluded.
  3. Permissions. Front Desk has no analytics by default, and an Instructor sees only My performance, limited to their own data.

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Member Engagement dashboard is empty

Engagement scoring is disabled by default. Enable it under Settings > Members > Smart tagging and let the background job run at least once before checking again.

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Revenue dashboard says “no data”

Check the date range and the club selected in the breadcrumb, then the Billing entity filter if your organization has more than one. See Revenue analytics.

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Bookings and check-ins

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Walk-in won’t check in

Staff can check in a known contact who has no booking even when Allow walk-ins is off - that toggle only binds members checking themselves in. A visitor with no contact at all is different: checking them in needs Allow anonymous check-ins on the matching booking policy. Either create a lightweight contact for them, or turn Allow anonymous check-ins on under Settings > Bookings > Booking and cancellation policies. See Check-in models.

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You can’t check someone in for another day

Staff check-ins follow the check-in window: from one hour before the booking starts until the end of the booking’s day. Only users holding Check-ins: Create at Organization scope (Admins and owners by default) can check someone in for a later day or a day that has already closed. See Roles and permissions.

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Booking doesn’t appear in the calendar

  • The calendar filter has a date and (sometimes) an area/class filter. Confirm the booking falls inside both.
  • Confirm the booking didn’t fail to create. The bookings list under Schedule > Bookings is the source of truth.
  • Verify your role permits viewing other people’s bookings. Instructors with own-scope can only see their own.
  • Confirm you’re on the right club. A booking made against one club won’t show while you’re viewing another, or while an admin “All clubs” view spreads it among locations. See Organizations and clubs.

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An area is missing from the booking dialog or schedule

The schedule and booking flow only show Active areas. Open Settings > Clubs > Areas and check the area’s status - Inactive and Maintenance areas are hidden. Also confirm its area type isn’t hidden under Settings > Bookings > Schedule Display. See Areas.

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The booking price is zero or looks wrong

The line total is seeded from the area’s Price per hour multiplied by the booked duration, before discounts. If the total is zero, the area has no hourly price set - open the area under Settings > Clubs > Areas and set one. If it’s higher or lower than expected, check for a promotion applied at checkout or a booking policy that changes payment timing. See Areas.

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Check-in isn’t consuming a membership or credit

Check-in runs through the same pipeline as booking, so a check-in only draws down a membership or package when the member actually has an entitlement that covers this activity. Confirm the member has an active membership or remaining package credits for the class or area, that the membership hasn’t expired, and that the booking policy’s Enforce payment setting matches how you intend to collect. If there’s no entitlement, the system falls back to collecting payment per the policy.

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Payments

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Stripe charge declines

This is almost always a card issue (insufficient funds, blocked by issuer, wrong CVV). The error message from Stripe is shown verbatim - read it carefully. If you’re testing in test mode, the org uses 1Club’s platform Stripe account directly; in live mode, it uses the connected merchant account. Make sure you’re in the mode you intended (visible under Settings > Integrations > Stripe).

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Refund button is greyed out

You can only refund a payment that’s in the Succeeded state. Pending payments need to settle first; failed payments can’t be refunded because nothing was captured. See Payments.

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You can’t take card payments at all

If the card form won’t load or every charge fails before it reaches the issuer, the organization’s Stripe integration isn’t connected for the mode you’re in. A live mode org needs its own Stripe account connected via Stripe Connect; a test mode org uses 1Club’s platform account. Check the connection and mode under Settings > Integrations > Stripe. See Stripe.

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Exports

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Export rejected with “exceeds the 500,000 row limit”

This is a hard cap for CSV exports. Excel (XLSX) exports stop at 50,000 rows, so export as CSV if you need more. Narrow the date range (a single quarter is usually enough) and try again. For yearly accounting handoffs, run four quarterly exports.

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QuickBooks export creates duplicate customers

The Display Name in invoices.csv didn’t match the customer name in QBO. Open customers.csv first, reconcile the names against existing QBO customers, then import invoices. See Settings > Data Tools > Export for the recommended QBO workflow.

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Performance

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Pages load slowly

  • Close other tabs and browser windows that might be running heavy work.
  • Clear your browser cache.
  • Try a different browser - Chrome and Safari are the most-tested.
  • For analytics, reduce the date range. A 12-month window with a heavy bucket count is slow by design.
If a single page is consistently slow across browsers and machines, report it to support with the page URL and roughly how long it takes.

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Getting help

The Help & updates panel in the left rail lets you email the 1Club team, ask 1club AI, or open the Help Center. When you contact support, include:
  • The page URL where the issue happens.
  • A screenshot or copy-paste of any error message.
  • The browser and version.
  • Your org slug.
  • Steps to reproduce, if you can.