My members can’t book, check in, or scan the QR — what should I do first?
The most common cause of booking, check-in and QR problems is an out-of-date app — plus what to check for package and add-card prompts.
Most booking, check-in, and QR-scan problems come down to one thing: an out-of-date app. Start here before anything else.
- Update the app. Ask the member to update the Octiv app to the latest version. If it won't update, uninstalling and reinstalling forces the latest version.
- Check the app version. In the app, go to General and scroll to the bottom to see the version.
Other things to check
- "You don't have the package active" — this error shows in two situations: the member has no active package, or the package isn't linked to that class type. Confirm the member has an active package, and that it's linked to the class type under Settings >> Packages >> Manage Classes.
- A prompt to add a card when booking — this is expected, not an error. A member may be asked to add a card when they try to book if they haven't added one yet, or if you've moved their billing to Card Subscriptions from another payment method. They just follow the prompt to add their card, then continue booking.