It can unfortunately happen that a member's check-in doesn't work. Here are a few reasons why this might happen and what you can do. If a check-in fails, the check-in screen will appear red after scanning the QR code on the member's smartphone. You will also see an error message displayed.
1. The member has reached their check-in limits
It can happen that members try to check in, even though they have already reached their check-in limit. Members must be aware of their usage limits and should not plan visits that exceed their check-in limits.
In this case, a reimbursement via Urban Sports Club cannot take place. If members still want to participate, you can allow them to enter your studio at your regular prices so they can attend the class.
⚠️ Important: A booking is not possible if the check-in limit has already been reached. Therefore, this problem can only occur with a check-in that was not previously booked through our system.
2. The member is experiencing connection or internet issues
If there are connection or internet issues at your location, you as a partner must ensure that members can properly check in at your studio.
If your studio is in a location without network reception (e.g., in a basement), we ask that you find the best possible solution. For example, you can place the QR code in an area where members still have reception (in front of the entrance), allow members to briefly take the QR code outside, or provide Wi-Fi for the members.
3. The Urban Sports Club app isn't working
In case of an outage of our app or technical issues, we will inform you as quickly as possible about an alternative check-in process. Please keep an eye on your emails if there are major technical issues or outages with our app. It will usually be necessary to note down member data and check-in times in such cases.
What can I do if a member complains?
We inform our members via email about the official rules and the correct check-in process. If Urban Sports Club members still have questions or complaints, please refer them to our Member Support Team.
If you have further questions, our Partner Support Team is happy to assist you.
Do you have questions about your Urban Sports Club partnership? Please contact us via the contact form in the help section of your Partner Tool.
Do you have (technical) questions about the Partner Portal? Please contact our team via the chat button in the bottom left of your Partner Portal.