Why can't members book classes?

Step 1 — Check Package and Credits 1. Confirm the member has an active package with available sessions. 2. Navigate to: Members >> [Member Name] >> Packages to verify. 3. Check that the package is linked to the correct class type (some packages restrict which classes can be booked). Step 2 — Check App Version The most common cause of booking failures is an outdated app version. Ask the member to: 1. Check their Octiv app version (Settings >> About in the app). 2. Update to the latest version from the App Store or Google Play. 3. If the app does not update automatically, delete and reinstall it. Step 3 — Try Booking from Admin If the member cannot book via the app, attempt to book on their behalf from the admin schedule view: Schedule >> [Class] >> Add Member If booking also fails from admin, this is likely a profile-level issue — escalate to Octiv Support with the member's email and the class date/time. Step 4 — Reinstall the App Ask the member to delete and reinstall the Octiv app. This forces the latest version and clears any cached state conflicts. Known Booking Bug (January–February 2026) A platform bug during this period caused certain member profiles to be unable to book even with valid packages. If all troubleshooting fails, escalate to Octiv Support with the member's email address. ⚠ Creating a new profile with a different email address resolved booking for some members during the known bug period, but this is a last resort and requires payment details to be re-linked. Class Showing as Full If a class incorrectly shows as full, check the class capacity in the schedule settings: Schedule >> [Class] >> Edit >> Capacity Also check whether any cancelled bookings have been freed up. Members can join the waitlist and will be notified by email when a spot opens.