Why can't members book classes?

Step 1 — Check Package and Credits
1. Confirm the member has an active package with available sessions.

1. Navigate to: Members >> [Member Name] >> Packages to verify.
2. 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The most common cause of booking failures is an outdated app version.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.

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.

For the full list of admin-side booking causes — credits, booking thresholds, daily booking limits and package–class restrictions — see How do I troubleshoot bookings?