If a student is unable to use their membership or package to book a class, it’s likely due to one of the following reasons. Below is a breakdown of common scenarios along with suggestions to resolve them.
1. No Matching Tags Between Membership and Class
Groovio uses tags to link memberships or packages to eligible classes. If the tags don’t match, the system won’t apply the membership.
What to do:
Check that the class and membership share at least one tag.
If you're unsure, reach out to an administrator to confirm or update the tag settings.
2. Membership Not Yet Active
If the membership's start date is in the future, it won’t be available for bookings until it becomes active.
What to do:
Verify the membership’s start date under the student’s profile.
3. No Remaining Credits or Tag-Specific Limits Reached
A membership may have run out of:
General booking credits, or
Tag-specific credits (if the membership is set up with a tag split or tag limits).
What to do:
Check if the student still has available credits for the membership or tag group.
Consider purchasing additional credits or updating the membership limits.
4. Membership Will Expire Before the Class Ends
Groovio requires a membership to be valid for the entire duration of a class or course. If the membership ends before the class finishes, it won’t be accepted.
What to do:
Review the membership’s expiry date.
Extend the membership or switch to a different eligible membership.
5. Course Requires Full Payment and Has Already Started
If a course is configured to only accept full payment (not pro-rata), and the course has already started, memberships cannot be applied.
What to do:
Check the course’s payment settings.
If full payment is required and the course has begun, the student may need to pay outright.
Alternatively, use the membership to book individual sessions as drop-ins if allowed.
6. Weekly Class Limit Reached
Some memberships include a weekly limit on the number of classes a student can attend. Once this cap is reached, no further bookings can be made using the membership until the limit resets.
What to do:
Review the membership’s weekly usage limit.
Wait for the limit to reset (typically at the start of the new week), or
Consider upgrading the membership or booking the class separately.
7. Membership Is Being Upgraded or Downgraded
If a student’s membership is currently in the process of being upgraded or downgraded, the system will restrict bookings until the new membership becomes active.
What to do:
Wait until the new membership takes effect.
In urgent cases, consider using a different active membership or booking with a one-time payment.
If you're still unsure why a membership or package isn’t applying, reach out to our support for assistance.