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Documentation Index

Fetch the complete documentation index at: https://docs.1club.ai/llms.txt

Use this file to discover all available pages before exploring further.

This page collects the issues we see most often in practice. For anything that isn’t on this list, contact support via the admin’s help menu.

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Sign-in and account

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You can’t sign in

Check, in order:
  1. The org URL is right. Each organization has its own subdomain on the admin. If you’re at the wrong subdomain, your credentials won’t be recognized even when they’re correct.
  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 > 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 top-right org switcher might have you in another organization where this user doesn’t exist.

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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 > Users).
  • Try once more after 15 minutes - some mail providers delay first-time messages.
  • If you signed up with a Google, Apple, or Facebook OAuth provider and never set a local password, password reset won’t apply. Ask an Admin to use Set password from Settings > Users instead.

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Two-factor or session keeps logging you out

JWT tokens have a 7-day expiry. After they expire you’ll be asked to sign in again - this is normal. 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 your role. Roles are fixed - Admin, Manager, Front desk, Instructor, Member. Pages you don’t have access to are hidden from the navigation, not just disabled. 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 > Users.
  2. Sign out and back in to refresh your role claims.
  3. Check that you’re in the right organization (top-right org switcher).

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Custom roles don’t exist

1Club doesn’t support custom roles. The five canonical roles cover the common admin shapes; there’s no role builder, no per-permission toggle, and no way to scope an Admin to a subset of modules. If the existing roles don’t fit, the usual answer is to use Manager (which is full operational access minus settings) or to give Admin temporarily and remove it later.

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Dashboard 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). A booking that’s “today” in your local time may be yesterday in the org’s time zone.
  2. Club filter. Some dashboards have a club selector. If it’s set to one gym, members and bookings from other gyms are excluded.
  3. Permissions. Front desk and Instructor have own-scope analytics. The page renders but the numbers are limited to data you’re allowed to see.

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Engagement dashboard is empty

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

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Billing dashboard says “no data”

The billing dashboard requires both start and end dates in the filter bar. Without them the query doesn’t run. Pick a range and the dashboard loads.

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Bookings and check-ins

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Walk-in won’t check in

If the booking policy at this club has Enforce payment set to At check-in but Check-in Mode is Strict, you can’t check in a person who doesn’t have a contact, even if you’re willing to take payment. Either create a lightweight contact for them, or switch the club’s Access control to Flexible and let payment satisfy the requirement.

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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 Operations > Bookings is the source of truth.
  • Verify your role permits viewing other people’s bookings. Instructors with own-scope can only see their own.

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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.

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Exports

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Export rejected with “exceeds 500,000 row limit”

This is a hard cap. 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 > 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 admin’s help menu (top-right) has direct links to support and the AI assistant. 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.