Why is a member showing as 'Pending' and unable to access the app?

What Does 'Pending' Status Mean? A member in Pending status has started the sign-up process and selects a payment option that does not require payment details to be added immediately —. Because no payment was made, the system holds them in a Pending state. They cannot book classes or access the app until activated. How to Activate a Pending Member (Done by Facility) 1. Send the invoice to the member to make payment via accounts >> invoices >> search member >> actions >> send / request payment. (if adhoc payment gateway is enabled) once an invoice is paid, members will automatically be activated. 2. If no adhoc payment gateway is in place, manually mark the invoice as paid, this automatically activates the member as well. 3. If needed, manually activate the member via Members >> Manage Once activated, the member can log in to the app and begin booking classes. Resending the Welcome Email Should you want to resend the welcome email to the member Members >> Manage >> tickbox to the left of members name >> Bulk Actions >> Send welcome email Ask the member to check their spam folder if the email does not arrive. ⚠ Members can also be added manually by facility staff via Members >> Manage >> Create New3. How do I add an additional facility to my Octiv app? Joining an additional facility without creating a new Octiv account Category: Member Login & Account Access | Keywords: second facility,add facility,duplicate account,new location Overview If you are registered at one Octiv facility and want to join a second facility that also uses Octiv, you do not need to create a new account. You can link the new facility to your existing profile. Steps to Add a Second Facility 1. Ask the new facility for their Octiv sign-up link . 2. Open the sign-up link on your phone or browser. 3. When prompted, select "Yes, I have an account" — do NOT register as a new user. 4. Log in with your existing Octiv email address and password and follow the remaining steps to Submit 5. The additional facility will now also appear in your app as soon as your membership has been activated ⚠ Warning: If you create a new account instead of linking, you will have two separate profiles which cannot easily be merged. Always select "Yes, I have an account" on the first page of the sign-up flow. Should this happen please reach out to Octiv Support to help you merge them For Facility Staff Facility staff can also add an existing Octiv member if the member already has an account at another facility, once the email has been added the system will recognise and prepopulate their contact information. Contact Octiv Support if a member has accidentally created a duplicate account — the accounts can be merged. 5.1 A member's account has suddenly become inaccessible — what does the facility staff do? Diagnosing sudden loss of access to the Octiv app or account Category: Member Login & Account Access | Keywords: inaccessible,locked out,suddenly can't login,account,access lost Step 1 — Check Account Status 1. Search for the member in the admin: Members >> Manage >> search by name or email 2. Check their profile status — it may show as Suspended Deactivated , or Pending . 3. Activate if needed then request a password reset if needed. Step 2 — Check App Version If the member's profile looks fine in the admin but they still cannot access the app, ask them to: 1. Update the Octiv app to the latest version. 2. If no update is available, delete and reinstall the app. 3. Log in again with their registered email and password. 5.2 If the member is able to log into the app but is unable to book a class - what does the facility staff do? Step 1 — Check Membership Package 1. Navigate to the member's Packages tab. 2. Confirm they have an active package. If the package has expired or been cancelled, access to book any classes will be restricted. 3. Assign or renew the package if appropriate, members are also able to purchase new packages via the app depending on the facilities package visibility in app Step 2 — Check for Unpaid Invoices Some facilities configure Octiv to restrict access when invoices are overdue. Check the member's invoices tab for any outstanding invoices. If there is an unallocated payment, allocate it to restore access, or request the member pay the unpaid invoice via the app if a adhoc payment gateway is enabled