Common problems and their fixes — sign-in, check-in and the camera, members who cannot get in, discounts, freezes, money mistakes, shop stock, SMS, the member portal, online payments, trainers, missing menus and the licence
Find your problem below. If it is not here, note what you clicked and the exact message, and contact the person who set up GymDesk for you or JonakiSoft.
Signing in
Problem
What to do
"Wrong phone number or password"
Check the number (11 digits, starting 01) and the password. Ask the owner to set a new password under Users & roles › Set password.
"Too many attempts. Wait 15 minutes and try again."
Wait 15 minutes.
The account is disabled
The owner deactivated your login — ask them to press Activate.
I was signed out on my other phone
Someone changed your password, or you did. Sign in with the new one.
Check-in
Problem
What to do
The camera button is missing
The licence does not include QR check-in. Type the phone number or member no. instead.
"This browser can't read QR codes with the camera"
Use Chrome on Android, a Chromebook or a Mac, or a USB / Bluetooth scanner, or type the phone number.
"Camera permission was refused"
Allow the camera in the browser's site settings (padlock icon next to the address) and reload.
The old QR card no longer works
Someone pressed New QR code on the member's profile. Print a new card.
NOT VALID AT THIS BRANCH
The member's package covers other branches only. Check the branch in the header, or sell a package that covers this branch.
VISITS USED UP
The member's limited package has no visits left this period. Renew, or Let in anyway if the manager agrees.
FROZEN
The membership is frozen. If the member is back early, press Unfreeze on their profile.
NOT STARTED YET
The membership was sold with a future start date.
Entries show at the wrong branch
The header branch was wrong on the desk computer. Pick the right branch before scanning.
I cannot press Let in anyway
Trainers cannot override. Ask the front desk or the manager.
Members and memberships
Problem
What to do
"This member is already registered (MEM-…)"
Someone with the same name and phone exists. Search for them instead of adding again.
"Discounts above N% need a manager"
The front desk discount limit is set in Settings › Money. Ask a manager to sell it.
There is no Freeze button
The package allows no freezes, all freezes are used, or the membership is not running.
"A freeze cannot start in the past"
Pick today or a later date as the first frozen day.
The renewal starts on an old date
The member came back within the grace days, so the renewal continues their cycle. Type a Start date to change it.
A member does not show in the list
They may be archived — use the Archived chip.
Money
Problem
What to do
A receipt was entered wrongly
A manager voids it with a reason, then enter the correct one. Receipts are never edited.
I cannot void a bill
Bills with money against them need the receipt voided first.
I cannot void an online payment
Online receipts are refunded from the gateway's merchant panel, not voided.
The cash total does not match the drawer
Open Payments & receipts for today, your branch and Cash; check each receipt and the Received by column.
Shop
Problem
What to do
"Not enough stock of …"
The branch shows less stock than you are selling. Record the Stock-in, or fix the count with Adjust.
"A walk-in customer must pay the full amount"
Pick the member to put the rest on their account, or take the full amount.
A product is missing at the counter
It may be marked not Sold at the counter, or it has no stock at this branch.
SMS and messages
Problem
What to do
Messages show "not sent (no gateway)"
No SMS gateway is set up. The owner sets it under Integrations; until then use the WhatsApp button in the log.
Messages fail
Press Send a test on Integrations to see the provider's answer: usually the balance is finished, the API key is wrong or the Sender ID is not approved.
Members do not get renewal reminders
Check Renewal reminder is ticked under Automatic messages, and that the member has a valid mobile number.
Bangla SMS cost more
A Bangla SMS part holds 70 characters instead of 160. Keep messages short or send in English.
Member portal
Problem
What to do
"Wrong mobile number or PIN"
Check both. The desk can press Reset PIN on the member's profile.
"The member portal is turned off for this gym"
Turn on Member portal in Settings.
"Online payment is not available at this gym yet"
No gateway is set up under Online payments, and the licence has no central account.
A member paid online but has no receipt
The payment is still waiting for the gateway's confirmation, or it failed. Check Online payments › Recent online payments. Only confirmed payments become receipts.
"You need an active membership on that day to book"
The member's membership ends before the class, or their package does not include classes.