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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 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 organization switcher in the sidebar 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. Google, Apple, Facebook, and email/password all resolve to one account by email. If “Continue with Google” doesn’t recognize you, confirm that Google account uses the same email as your 1club account. 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 > 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 (organization switcher in the sidebar). 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

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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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 sidebar, then re-check. If a location’s activity looks empty, confirm the club switcher 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

Only Active clubs appear in the club switcher and in members’ booking choices. Open Settings > Clubs, open the club, and set its status to Active. A single active club means 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, members, 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 Inactive to take it offline without deleting its history.

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

These are organization-level settings, not per-club. Update them under Settings > Organization; the change propagates to every page that reads org settings. See Organization settings.

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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 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 Resources > Areas and check the area’s status - Inactive and Maintenance areas are hidden. Also confirm its area type isn’t hidden under Settings > Operations > 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 Resources > 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 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.