Scanner App - Processing Membership Cards
Overview
The Scanner App allows you to process membership card visits, tracking usage of prepaid packages or subscription-based services. This guide covers the complete workflow for membership card operations, including redeeming visits and monitoring available balances.
What you can do:
Scan customer cards or search by customer details
Redeem visits from prepaid membership packages
Track available vs. used visits in real-time
Record visit costs (optional or required based on settings)
Monitor membership status and expiration
Process class packs, service bundles, and subscription access
Before You Begin
Requirements:
Scanner App installed and configured (see installation guide)
Active login session (see login guide)
Camera permissions enabled on your device
Active membership card program in your account
Important: Membership cards can be configured for free or paid memberships. Paid memberships typically include a set number of visits (e.g., 10-class pack, monthly subscription), while free memberships may offer unlimited access during a validity period.
Scanning a Customer Card
Method 1: Camera Scan
Step 1: Tap the Scan button on the main screen
Step 2: Allow camera access if prompted (first-time only)
The camera will activate automatically
Position the customer's membership card QR code within the frame
The app scans and loads the card automatically
Method 2: Manual Search
If the customer doesn't have their card available, you can search for them:
Step 1: Tap the Search button (magnifying glass icon)
Step 2: Enter customer information in any of these fields:
Name - Customer's first or last name
Phone number - Mobile number used during card installation
Email - Email address from their profile
Card serial number - Unique identifier on the card
Step 3: Select the correct customer from search results
When to use manual search:
Customer forgot their phone
Card won't scan due to screen damage or brightness issues
Processing bookings or reservations in advance
Checking remaining visits remotely before customer arrives
Redeeming Visits
Once a customer card is loaded, follow this workflow to redeem visits:
Redemption Process
Step 1: Review the customer's membership information displayed on screen
Check available visits remaining
Verify used visits count
Note card installation date and last credit date
Confirm membership is active and not expired
Step 2: Set the number of visits to redeem
You have two methods:
Using +/- buttons:
Tap the + button to increase the visit count
Tap the - button to decrease the visit count
Adjust to match the service being provided
Direct entry:
Click on the counter field
Enter the number of visits using your keyboard (if supported)
Step 3: Tap the Redeem Visits button
Step 4: Review the confirmation window
Double-check the visit count:
Verify the number of visits is correct
Ensure customer has sufficient visits available
Enter visit cost (if applicable):
Some membership settings require recording the visit value
Enter the service cost or package value
Can be left at 0 if not required by your card settings
This helps track membership ROI and service usage
Add optional comment:
Note the service provided (e.g., "Yoga class," "Personal training session")
Record any special circumstances
Comments are internal only and not visible to customers
Step 5: Tap the Proceed button to confirm
Result: Visits are immediately deducted from the customer's available balance and recorded in their transaction history.
Understanding Visit Redemption
Single visit redemption:
Most common scenario
Customer attends one class, service, or session
Redeem 1 visit from their membership
Multiple visit redemption:
Use for services that consume multiple visits
Examples: 2-hour sessions worth 2 visits, couples classes, premium services
Adjust the counter to the appropriate number
Partial package depletion:
Customer has 5 visits remaining from a 10-pack
They redeem 1 visit today
4 visits remain for future use
Package exhaustion:
Customer has 1 visit remaining
After redemption, balance reaches 0
Customer needs to purchase a new membership to continue
Visit Cost Tracking
The visit cost field serves different purposes depending on your membership configuration:
Optional Cost Field
When it's optional:
Your membership card settings don't require cost entry
Field can be left at 0 to process redemptions faster
Useful for unlimited memberships or fixed-price packages
Why you might still use it:
Track actual service value for analytics
Calculate ROI on membership packages
Understand which services members prefer
Generate revenue reports by service type
Required Cost Field
When it's required:
Your membership card settings mandate cost entry
Cannot proceed without entering a value
Common for pay-as-you-go or variable-value memberships
Best practices:
Know your standard service prices
Enter consistent values for each service type
Use this data to optimize membership pricing
Customer Information Display
Below the transaction buttons, the scanner shows comprehensive customer and membership data:
Customer Details
Name provided during card installation
Contact information (phone/email)
Customer registration date
Membership Information
Available visits - Remaining visits the customer can use
Used visits - Total visits redeemed from this membership
Card installation date - When customer activated their membership
Last credit date - Most recent visit redemption or package purchase
Expiration date - When membership expires (if configured)
Membership type - Free or paid designation
This information updates in real-time with every transaction, ensuring you always work with current data.
Best Practices
For Efficient Processing
Check availability first: Always verify the customer has sufficient visits before starting service to avoid awkward situations.
Announce remaining balance: After redemption, let customers know: "You have 7 visits remaining on your membership."
Standard redemption amounts: For most services, redeem 1 visit. Only adjust for premium services or special packages.
Process quickly during busy periods: If cost tracking is optional, skip it during peak times to speed up check-ins.
For Accurate Tracking
Consistent visit values: Use standard costs for each service type (e.g., regular classes = $20, premium = $35) for meaningful analytics.
Descriptive comments: Note the specific service: "Hot yoga class," "30-min massage," "Pool access" rather than generic notes.
Track special scenarios: Use comments for make-up classes, complimentary sessions, or membership courtesy visits.
For Customer Experience
Welcome renewals: When a member's balance is low, proactively mention: "You're down to 2 visits—would you like to purchase another package today?"
Explain visit consumption: For services that use multiple visits, explain before processing: "This 90-minute session uses 2 of your visits."
Celebrate milestones: Recognize loyal members: "This is your 50th class with us—thank you for being such a dedicated member!"
Handle expiration gracefully: If a membership is near expiration, inform the customer and explain renewal options.
For Membership Management
Monitor usage patterns: Pay attention to how quickly members use their visits—this helps optimize package sizes.
Identify at-risk members: Note members who haven't visited recently and consider outreach or retention campaigns.
Track peak times: Record when visits are redeemed to understand capacity needs and popular time slots.
Troubleshooting
Card Won't Scan
Problem: QR code doesn't scan when using camera
Solutions:
Increase phone screen brightness
Clean phone screen if smudged
Use manual search as backup method
Try holding the phone at different angles
Insufficient Visits Available
Problem: Customer has 0 visits remaining or fewer than needed
Solutions:
Inform customer they need to purchase additional visits
Check if they have another active membership
Verify card hasn't expired
Offer to process purchase of new membership package
Cannot Enter Visit Cost
Problem: Cost field is disabled or not accepting input
Solutions:
This field may be optional in your settings
Leave at 0 and proceed if not required
Check membership card settings if cost tracking is needed
Contact administrator if field should be editable but isn't
Wrong Number of Visits Redeemed
Problem: Accidentally redeemed incorrect number of visits
Solutions:
Cannot undo completed transactions in Scanner App
Contact administrator to adjust visits in customer profile dashboard
Process reverse transaction (credit visits back) if authorized
Add comment explaining the correction for audit trail
Membership Shows as Expired
Problem: Customer says membership should still be valid
Solutions:
Check expiration date in membership card settings
Verify customer is within validity period
Confirm no automatic expiration occurred after visit depletion
Contact administrator to extend expiration if error occurred
Visit Balance Doesn't Update
Problem: Customer says their available visits aren't showing correctly
Solutions:
Ask customer to pull down to refresh their wallet
Wait 10-15 seconds for sync (especially on slower connections)
Verify transaction completed successfully (confirmation appeared)
Check transaction history in customer profile dashboard
FAQ
Q: What's the difference between free and paid memberships?
A: Free memberships typically grant unlimited access during a validity period without visit limits. Paid memberships include a prepaid number of visits (e.g., 10-class pack) that get depleted with each use. Your membership settings determine which type you're using.
Q: Can I redeem more visits than the customer has available?
A: No, the Scanner App prevents over-redemption. You can only redeem up to the available visit balance. If the customer needs more visits, they must purchase an additional membership package.
Q: Can customers use the same membership at multiple locations?
A: This depends on your multi-location settings. If locations share membership data, yes. If locations are configured separately, memberships are location-specific. Check your account settings for multi-location configuration.
Q: What happens when a membership reaches 0 visits?
A: The membership is depleted and cannot be used until the customer purchases a new package or the membership is refilled. The card remains in their wallet but shows 0 available visits.
Q: Do I always need to enter the visit cost?
A: It depends on your membership card settings. If configured as optional, you can leave it at 0. If required, you must enter a value to complete the transaction. Even when optional, entering costs provides valuable business analytics.
Q: Can I redeem partial visits?
A: No, the Scanner App only processes whole number visit redemptions. If you need to track partial usage, configure your membership to use decimal visits or adjust your visit values (e.g., make premium services worth 2 visits).
Q: How do I handle make-up classes or complimentary sessions?
A: Redeem the visit normally but add a comment like "Make-up session" or "Complimentary visit." This maintains accurate visit tracking while noting the special circumstance.
Q: Can customers share memberships with others?
A: Memberships are tied to the individual who installed the card. Sharing is possible if the original member provides access, but each visit will still deduct from their available balance. Consider creating separate memberships for better tracking.
Q: What if a customer loses their phone with their membership?
A: Customers can restore their membership card using the restore feature (see restore guide). Their visit balance is preserved in your system and accessible once they reinstall the card.
Q: Can I add visits to an existing membership?
A: Adding visits must be done through the customer profile dashboard in your admin panel, not through the Scanner App. Contact your administrator to credit additional visits to a member's account.
Q: How do I track which services members use most?
A: Use the visit cost field and consistent comments for each service type. This data appears in your analytics and helps understand member preferences and optimize your membership offerings.
Q: Can memberships auto-renew?
A: Auto-renewal is configured in your membership settings in the admin panel, not in the Scanner App. The Scanner App processes visit redemptions regardless of renewal status. Check your settings for subscription and auto-renewal options.