Why is the Vitality integration failing or not syncing check-ins?

Overview — How Vitality Integration Works Octiv integrates with Discovery Vitality (South Africa) to allow Vitality members to book fitness classes and earn Vitality points. Key requirements: • The facility must be vetted and approved by the Vitality Fitness team before the integration is enabled. • Members must have their Discovery account linked in the Octiv app. • Both check-in AND check-out are required to earn Vitality points — check-out appears only when a Discovery account is linked. • Members must book using their Vitality free workout credit — not a standard package credit.Facility Not Yet Vetted by Vitality If Vitality is enabled in Octiv before the facility completes Vitality's vetting process, bookings may error or points may not register. Resolution: 1. Contact the Vitality Fitness team at VitalityFitness@discovery.co.za to initiate or confirm vetting. 2. Once vetting is confirmed by Vitality, Octiv Support will enable the integration. 3. (not something the facility can do/ no Vitality settings) ⚠ Vitality vetting is per-location — each branch of a multi-location facility must be vetted separately. Vitality Booking Error — "Package Reference Not Found" This error occurs when a Vitality drop-in booking cannot be matched to a unique transaction record: 1. Forward the error (including member user_id and package reference) to Octiv Support. 2. Octiv support will investigate and export the relevant class-booking data. 3. The exported data is shared with the Vitality Fitness team for reconciliation. Check-Ins Not Syncing with Vitality 1. Confirm the member has their Discovery Vitality account linked in the Octiv app ( Profile >> Discovery / Vitality account ). 2. Confirm the member is checking out (not just checking in) — both are required for points. 3. Confirm the class they attended is Vitality-eligible. 4. If check-out is unavailable, the member may need to unlink and relink their Discovery account (see article: Vitality check-out not working ). Vitality QR Code — Where to Find It The Vitality QR code is found on the menu bar under Check-In The QR code is dynamic and rotates every 30 minutes as a security measure. It is advised not to screenshot or print the code — members must scan the live code at the facility.