A Member Cannot Check In
Use the blocker details to resolve waiver, access, location, proficiency, and reciprocal-visit check-in failures.
Start with the blocker
When Topo cannot check in a member, it records a failed visit and shows a blocker reason. Use the blocker reason instead of guessing.
Common blocker reasons
Archived member: restore the member only if they should be active again.
Waiver missing, expired, invalidated, or pending review: send the correct waiver or re-sign link and wait for a current signature.
No valid entry: sell, assign, resume, or fix the member's active access.
Payment issue: review past-due or payment-failed access and update payment method before relying on the membership.
Paused or frozen access: unfreeze only if your gym policy allows it.
Wrong location or location-restricted access: select the correct location or use an access product valid at that location.
Access window blocked: the membership cannot be used at that day or time.
Missing proficiency: issue or review the required proficiency before check-in if it blocks entry.
Reciprocal surcharge required or exhausted: confirm the surcharge or use another access option.
Resolve the issue
Open the member profile from the blocker or search result.
Review status cards, active access, waivers, proficiencies, and recent activity.
Use the specific action shown: send waiver, sell access, update payment method, unfreeze access, grant proficiency, or confirm reciprocal surcharge.
Retry check-in at the same location after the issue is resolved.
Use override check-in only when your gym policy allows staff to bypass the normal blocker, and record a clear reason.
Common issues and fixes
The member says they signed a waiver: confirm the waiver name, version, expiration, invalidation status, and covered member.
A family member can check in but another cannot: review each person's waiver, access, age, and proficiency status separately.
A member has access but still fails: check location restrictions, access windows, visit caps, and blocking proficiencies.
A member checked in today already: review your gym's policy before recording another visit.