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.
Start here: two of the most common causes
1) The start date is in the future ("activate on first booking" / first use). A package or membership can be set to activate on its first booking, so its start date is taken from the first time it is used - which can sit in the future. Until it becomes active, bookings fail with an error like "class start/end date falls outside the [package] validity period." This error is about the start date being in the future just as often as it is about expiry, so check the start date - not only the expiry date.
2) You selected a class occurrence that is in the past. If you click a past date or occurrence, the membership or package will not appear as a payment option and you may see "not enough credits." Select the upcoming occurrence instead. For a genuinely past class, staff can book the student in with a $0 checkout and then manually subtract one credit.
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/Package Not Yet Active/Makeup Packages with Future Start Dates: Make sure makeup packages' start dates match the current term or time period to ensure credits are active and usable.
If a membership's start date is in the future, it can already be used to book classes dated on or after its start date. It can't be used for classes dated before its start date. If a package's start date is in the future, check that the class falls on or after that start date.
What to do:
Verify the 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).
Returned credits belong to their billing cycle. A credit returned from a cancelled booking goes back to the billing cycle it came from, so it can only be used to book classes dated within that cycle. If the current cycle's credits are all used, a credit returned to the next cycle can't be used for a class in the current cycle.
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.
*note* packages don't have a tag specific limit.
4. Membership/Package 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 expiry date.
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 scheduled to be upgraded or downgraded on a future change date, classes dated on or after that change date can be booked now using the incoming membership, while classes before the change date continue to use the current membership.
What to do:
Check the scheduled change date - classes on or after it use the new membership, and classes before it use the current one.
In urgent cases, consider using a different active membership or booking with a one-time payment.
8. Class is in the past (membership only)
If a class is in the past, the system wont let you use their membership credits to book into the class. Your best option is to manually add the student to the class for $0, then manually adjust their credits on the students profile.
Packages can be used as a booking method for classes that are in the past.
9. Membership Is on Standby (Payment Owing)
If a membership payment has failed, the membership is on Standby and can't be used to book classes until the owing amount is settled.
What to do:
On the student's Memberships tab, use Pay Now to collect the owing amount (you can edit the amount). There's no need to cancel the membership.
If you're still unsure why a membership or package isn't applying, reach out to our support for assistance.