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)
We recommend activating the member by getting their invoice paid. Once the invoice is paid, the member is activated automatically.

1. Go to Accounts >> Invoices and search for the member.
2. If you have an ad-hoc payment gateway, click the ⋮ (Actions) menu next to the invoice and choose Send or Request/Process Payment so the member can pay.
3. If the member has paid you another way, click the ⋮ (Actions) menu next to the invoice and choose Record Payment. To record several payments at once, tick the invoices and choose Record Payment under Bulk Actions.

You can also activate the member without the invoice being paid, either from the member's profile or by ticking them under Members >> Manage and choosing Activate under Bulk Actions. This doesn't mark the invoice as paid. See How do I use bulk actions to manage my members?

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 go to Members >> Manage, tick the box next to the member's name and click Send Welcome Email under Bulk Actions. You can also click the ⋮ (Actions) menu next to the member and choose 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 New

If the member is already registered at another Octiv facility, see How do I add an additional facility to my Octiv app?