Check-in and Booking Blockers for Past Due Accounts

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The Block Check-In & Booking for Past-Due Accounts setting stops members with an open, overdue invoice from checking in or booking new sessions until their balance is resolved.

This guide covers how to turn the setting on, what members see when they’re blocked, how staff can override a block, and how members can resolve a past-due balance on their own.

1. Turn on the setting.

Click Settings at the bottom of the left navigation, then select the Scheduling tab. Scroll to the Other Public Pages section and check the box for “Block Check-In & Booking for Past-Due Accounts“. Click Save.

Note: While this setting is off, members with a past-due invoice can still see various payment alerts, but booking and check-in actions do not get blocked. Enabling this setting is what actually stops check-in and booking.

2. See what happens when a member with a past-due balance tries to check in or book.

Once the setting is on, any member with an open past-due invoice is blocked everywhere they’d normally check in or book a session.

The block does not apply to members who don’t have a valid package or available visits. Those cases show a different message and are not affected by this setting.

At the front desk

When staff try to check in a blocked member from the Check-In page, a dialog appears explaining the check-in could not be completed because of an unpaid balance.

At a self-service kiosk

The member sees a block message and is told to see a staff member for assistance. There’s no override option at the kiosk.

In the mobile app

The member sees the same block message before check-in is allowed to complete, with no way to override it themselves.

The member can add a new payment method and process a payment to resolve the blocker on their own.

When booking online

If a member with a valid package tries to book a new session, they see a message that payment is required before booking, along with a way to resolve the balance.

3. Override a check-in as staff (optional).

From the Check-In page, staff can allow a one-time exception for a blocked member.

Click Allow Check-In in the block dialog to confirm the message: “This client is blocked due to a failed payment. You’re allowing an exception, their block will remain active for future sessions.”

Click Allow Check-In again to check the member in, or Cancel to leave them blocked.

The override only applies to that check-in. The member is still blocked the next time they try to check in or book, and the platform-wide setting is not affected.

Note: Only staff with an appropriate scheduling permission level can override a block. Trainers set to “Not visible to staff member” or “Can only view the staff member schedule” in Roles Management cannot override.

4. Help members resolve their balance on their own.

Members don’t have to wait until they’re blocked to find out about a past-due balance. They’re notified proactively and can pay without contacting staff.

App Dashboard reminder

Members with a past-due balance see an “Unpaid balance of $X.XX” card in the Reminders section of the App Dashboard.

Tapping it opens the Pay Balance screen, which shows the amount due and a secure payment form with a Pay Now button. Once the payment goes through, the member returns to the dashboard and the reminder disappears.

Email notification

Members also receive an “Action required: Past-due Payment” email as soon as they’re blocked, with a View payments link to resolve the balance.

To send an additional reminder if the balance is still unpaid after a few days, go to Settings > Scheduling > Other Public Pages and check Send follow-up notification for unpaid invoices, then set the number of days in the Follow-up interval (days) field.

5. The block clears automatically.

As soon as a member’s past-due invoice is paid, they can check in and book normally again. Staff don’t need to do anything to lift the block.

FAQs

Does this affect members who are current on payments?

No. This setting only affects members with an open, overdue invoice. Members in good standing check in and book as they always have.

Can a member override their own block?

No. Members can never override a block themselves, whether at a kiosk, in the app, or online.

Only staff with appropriate scheduling permissions can allow a one-time exception for clients to check-in or book into sessions.

Will the block affect a member who doesn’t have a valid package?

Members without a valid package or available visits are already stopped from checking in or booking for that reason.

The past-due balance block is separate and only applies to members who would otherwise be able to check in or book.

Does an override at the front desk turn off the block for future visits?

No. An override only applies to that single check-in.

The member will be blocked again the next time they try to check in or book until their invoice is paid.

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The Block Check-In & Booking for Past-Due Accounts setting stops members with an open, overdue invoice from checking in or booking new sessions until their balance is resolved. This guide covers how to turn the setting on, what members see when they’re blocked, how staff can override a block, and how members can resolve a […]

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The Block Check-In & Booking for Past-Due Accounts setting stops members with an open, overdue invoice from checking in or booking new sessions until their balance is resolved.

This guide covers how to turn the setting on, what members see when they’re blocked, how staff can override a block, and how members can resolve a past-due balance on their own.

1. Turn on the setting.

Note: While this setting is off, members with a past-due invoice can still see various payment alerts, but booking and check-in actions do not get blocked. Enabling this setting is what actually stops check-in and booking.

2. See what happens when a member with a past-due balance tries to check in or book.

Once the setting is on, any member with an open past-due invoice is blocked everywhere they’d normally check in or book a session.

The block does not apply to members who don’t have a valid package or available visits. Those cases show a different message and are not affected by this setting.

At the front desk

When staff try to check in a blocked member from the Check-In page, a dialog appears explaining the check-in could not be completed because of an unpaid balance.

At a self-service kiosk

The member sees a block message and is told to see a staff member for assistance. There’s no override option at the kiosk.

In the mobile app

The member sees the same block message before check-in is allowed to complete, with no way to override it themselves.

The member can add a new payment method and process a payment to resolve the blocker on their own.

When booking online

If a member with a valid package tries to book a new session, they see a message that payment is required before booking, along with a way to resolve the balance.

3. Override a check-in as staff (optional).

From the Check-In page, staff can allow a one-time exception for a blocked member.

Click Allow Check-In again to check the member in, or Cancel to leave them blocked.

The override only applies to that check-in. The member is still blocked the next time they try to check in or book, and the platform-wide setting is not affected.

Note: Only staff with an appropriate scheduling permission level can override a block. Trainers set to “Not visible to staff member” or “Can only view the staff member schedule” in Roles Management cannot override.

4. Help members resolve their balance on their own.

Members don’t have to wait until they’re blocked to find out about a past-due balance. They’re notified proactively and can pay without contacting staff.

App Dashboard reminder

Members with a past-due balance see an “Unpaid balance of $X.XX” card in the Reminders section of the App Dashboard.

Email notification

Members also receive an “Action required: Past-due Payment” email as soon as they’re blocked, with a View payments link to resolve the balance.

5. The block clears automatically.

As soon as a member’s past-due invoice is paid, they can check in and book normally again. Staff don’t need to do anything to lift the block.

FAQs

Does this affect members who are current on payments?

No. This setting only affects members with an open, overdue invoice. Members in good standing check in and book as they always have.

Can a member override their own block?

No. Members can never override a block themselves, whether at a kiosk, in the app, or online.

Only staff with appropriate scheduling permissions can allow a one-time exception for clients to check-in or book into sessions.

Will the block affect a member who doesn’t have a valid package?

Members without a valid package or available visits are already stopped from checking in or booking for that reason.

The past-due balance block is separate and only applies to members who would otherwise be able to check in or book.

Does an override at the front desk turn off the block for future visits?

No. An override only applies to that single check-in.

The member will be blocked again the next time they try to check in or book until their invoice is paid.

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