Troubleshooting RoninBox

This troubleshooting guide covers the most common issues at a gym using RoninBox, each with its cause and what you can do. Find the symptom in the table for its area and follow the link to the full guide. If yours isn’t there, check the FAQ or contact RoninBox.

A member can’t book a class

RoninBox checks all of this every time a member tries to sign up. Admins and coaches aren’t subject to the weekly opening or the sign-up deadline.

Symptom	Cause	What to do
The class shows as closed	The class is closed: members can’t sign up, join the waitlist or cancel.	Reopen it with the lock in its window. See Manage a class.
They can’t sign up for a class that starts soon	Booking closes a few minutes before class (5 by default).	Adjust the minimum sign-up time in Booking rules, under Booking windows, or add the member yourself. See Booking rules and Add a member to a class.
They can’t book a class far in the future	It’s beyond the maximum booking window (365 days by default).	Change the window in Booking windows. See Booking rules.
Next week’s class shows “opens on…”	The weekly opening hasn’t released that week yet, or a late-cancellation delay has pushed back their opening.	This is expected. To change it, check Booking rules.
A class doesn’t show up for them to book	Their plan is restricted to another location.	Check the plan’s restriction in Create a plan and Locations.
They see “Full”	There are no spots left.	They can join the waitlist, or you can add spots. See Waitlist.
Their month is unpaid and they can’t book	The grace days have passed, or their plan limits classes when payment is pending, or (with “Monthly”) a previous month is still unpaid.	Collect the monthly fee or adjust the grace days. See Unpaid fees and grace days.
Their month is paid and they can’t book	They have no classes left in the period: paying removes the block, but doesn’t add classes their plan doesn’t include.	Check their classes in their profile and assign a plan, class pass or extension. See Member profile and Extensions.
A new member can’t book	They don’t have a plan assigned.	Assign one. See Assign a plan.
They can’t rejoin a class they canceled	They canceled in a tier that doesn’t refund the credit.	That’s what the gym’s cancellation tiers say. See Booking rules.
They can’t cancel	The class is closed or it’s within the minimum cancellation time (120 minutes by default).	Remove them yourself from the class: they get the credit back with no penalty. See Manage a class.

Schedule and classes

Symptom	Cause	What to do
I created a rule and see no classes	The rule is inactive, its “Active from” date is in the future or it falls on a holiday.	Check all three. See Schedule builder.
It won’t let me save or reactivate a rule	Another active rule has the same activity, prefix, location, day and time slot.	Deactivate or change one of them. See Schedule builder.
I changed the rule and the classes are the same	Classes already saved don’t change with the rule.	Edit them one by one. See Create a single class.
I still see a class on a holiday	It was already saved before the holiday was created.	Delete it manually. See Holidays and days without classes.
The last day of the holiday or class range is missing	The end day isn’t included.	Extend the end date by one day. See Holidays and Multiple classes at once.
A member sees an error on their home screen	No activity has an active schedule.	Create the schedule. See Getting started.
The dashboard says there are no upcoming classes	The schedule isn’t active or its start date is in the future.	Check the schedule. See Home dashboard.
Spots don’t go down when I tap reduce	The class is full.	Remove a member first. See Manage a class.
The penalty doesn’t apply to anyone	The late deadline is shorter than the minimum cancellation time, so nobody can cancel that late.	Raise the late deadline or lower the minimum. See Booking rules.
The late-cancellation delay does nothing	The weekly opening is turned off.	Turn it on: the delay needs an opening to delay. See Booking rules.

Payments

Symptom	Cause	What to do
The member paid online and it’s still pending	RoninBox records the payment when Stripe confirms it, and some methods take time. If they closed or canceled the payment window, nothing is recorded.	Wait for confirmation and don’t record it manually before then. See Online payments.
The member doesn’t see the pay button	Their payment method is cash or card terminal, or the gym doesn’t have online payments enabled.	Check their method in My billing and ask RoninBox to enable online payments. See Online payments.
I don’t see payment methods in Payment settings	They only appear if RoninBox has enabled online payments.	Ask RoninBox. See Gym settings.
I can’t find the member when charging in cash	The search needs at least three letters of the name.	Type more letters. See Charge in cash or by card terminal.
I can’t charge more than they owe	The payment screen only allows charging the pending amount.	Charge the pending amount or less. See Charge in cash or by card terminal.
I entered the wrong amount for a payment	The payment is already recorded.	Delete it with its trash icon in the monthly fee details and record it again. See Monthly fees.
It won’t let me create a monthly fee	That month is already covered or overlaps another of the member’s periods.	Check their periods. See Monthly fees.
I don’t see the buttons to edit a period’s dates	They only exist if the monthly fee type is “Mes Natural”.	See Monthly fee type.
I expected calendar months and periods are 28 days	“Mes Natural” is a 28-day period from each member’s start; the calendar month is “Monthly”.	See Monthly fee type before changing it with active members.
Members still have the old price	With a chained plan they switch on their next monthly fee, not the current one.	Wait for the next one to be generated. See Chained plans.
I want to raise the price and can’t find where	A created plan’s price can’t be edited.	Create a new chained plan. See Chained plans.
Billing totals don’t match the table	The cards add up a single month, the one in the From date.	Use a one-month range. See Monthly billing.
I don’t see a generic payment from last month	The screen only lists the current month, though the payment still counts in its month.	See Generic payments.

Accounts and access

Symptom	Cause	What to do
The member can’t log in	Their account isn’t activated yet, the link expired (24 hours, single use), or their user is disabled.	Resend the link with Reset password, set a password for them, or enable them from their profile. See Activate and recover the account and Member profile.
The welcome email doesn’t arrive	The email is misspelled or not real.	Fix it and resend the link; the emails tab shows what was sent. See Create a member.
A new member shows as “Inactive”	They haven’t activated their account yet.	This is normal until they open the link. See Member statuses.
The pending payments tag won’t go away	The data is out of date.	Tap the status tag in the profile to recalculate. See Member statuses.
The dashboard’s Users card shows 0	It only counts members with a current monthly fee.	See Home dashboard.
A coach doesn’t see the side menu	Coaches use the member screen.	Their tools are in Profile, under Shortcuts. See Roles and permissions.

QR code access

Symptom	Cause	What to do
The member sees “Access Denied” without a plan	They don’t have any plan.	Assign one. See Assign a plan.
“You have pending payments”	They have unpaid monthly fees.	Collect payment. See QR code access and Charge in cash.
“You don’t have an active monthly fee”	The monthly fee for the current period hasn’t been created.	Create it. See Monthly fees.
“Your current monthly fee isn’t paid”	The current monthly fee has unpaid payments.	Collect payment. See QR code access.
“You don’t have any class booked for today”	They don’t have a class today that hasn’t ended (not checked with an unlimited plan).	Have them book a class. See QR code access.
The code “was already used”	Each QR works once.	Have them reopen Access to get a new one.
The QR Access menu doesn’t appear	The feature is turned off or your user isn’t an admin.	See QR code access.
Someone shows as inside since yesterday	They didn’t scan out.	Use Check everyone out. See QR code access.

Locations and selectors

Symptom	Cause	What to do
I don’t see location tabs or selector	They only appear with two or more visible locations, and a hidden one doesn’t count.	Mark the locations as visible. See Locations.
I don’t see another location’s classes on the calendar	The location selector is set to another location.	Change it. See Admin calendar.
It won’t let me create or delete a location	RoninBox couldn’t update your subscription in Stripe, so it isn’t created or deleted.	Try again in a few minutes. See Locations and My subscription.

Plans, activities and content

Symptom	Cause	What to do
I can’t find the activity when creating a plan or class	It doesn’t exist yet.	Create it in Activities. See Activities.
I can’t find the plan when creating a pricing plan	It needs to be created first.	See Create a plan.
No extension appears when creating a pack	The catalog is empty.	Create the catalog extensions first. See Packs.
The add class pass button is missing	No class pass is for sale.	Create a class pass plan with its pricing. See A member’s class passes.
A member doesn’t see a WOD	WOD-type WODs aren’t visible until their publish date has passed.	Tap Publish Now or set dates. See Create a WOD.
I removed a WOD’s dates and it disappeared	Removing dates also unpublishes it.	This is expected. See Create a WOD.
I can’t delete a movement	A member has an RM for that movement.	See RMs and movements.
I can’t delete a coach	They have taught classes.	Keep them deactivated. See Coaches.
A class still has the old coach	It was assigned manually and the rules don’t touch it.	Tap “Back to rules”. See Coach roster.
A member doesn’t see an announcement	Only those published in the last month are shown.	See Announcements.