What are the current known platform bugs and limitations?

Known Bugs Under Investigation • Package expiry date overwrite: The system may revert a member's package expiry date to an older value after certain operations. Escalate immediately to Octiv Support with the member's name, package, and the dates involved. • Partial refund blocks member bookings (Stripe): A partial refund on a Stripe invoice may leave the invoice showing as 'partially open', blocking bookings. Workaround: manually book the member from admin; contact Octiv Support to correct the invoice. • Duplicate check-ins in Open Facility sessions: Some facilities report duplicate check-in entries for the same member. Do not delete — note the details and report to Octiv Support. • Milestone email personalisation: Milestone emails (birthday, class count) may send without the member's name. No workaround — Octiv product team has been notified. • Billing report — reactivated members missing: Fixed in January 2026. Members deactivated and reactivated should now appear correctly. Known Platform Limitations • SEPA direct debit is incompatible with 4-week billing cycles — monthly billing only. • Waitlist position is not visible to members when member name display is disabled. • Booking and notification history does not migrate from third-party platforms (e.g. Virtuafacility). • Facilities cannot process card refunds directly — must be requested from Octiv Support. • Members cannot change their own email address — admin or Octiv Support must do this. • Urban Sports Club integration not yet live as of early 2026 — planned for Q1 2026. • Split class-type sessions restrictions require a dual-package workaround (no native class-type sessions limiter). • New members selecting debit order via the app do not auto-populate into existing batches — manual addition to the batch is required. Common Root Causes to Check First • App not updated to latest version — always check version first for any app complaint. • Phone OS too old to support the app — ask for OS version, not just app version. • Members using the wrong email address to log in — verify the email on the profile. • Email address on suppression list — check before concluding there is a delivery issue. • Vitality integration enabled before facility vetting is complete. • Billing settings changed mid-period causing invoice generation gaps. • Unallocated payments blocking member bookings — manually allocated to the invoice. Contact Information • General support: support@octivfitness.com • Vitality Fitness team: VitalityFitness@discovery.co.za • CRM Pro support: crmpro@octivfitness.com