FAQ

Persona: All staff — end of every learning path
Entry: When something looks wrong in the dashboard, or after finishing your path
Exit: Open the dashboard or return to Product guides

Answers for gym admins and front-desk staff.

Members & profiles#

Why did WhatsApp say “monthly (Default)”?#

Plan names in your catalog may include internal labels like (Default). Fitness360 strips these in member-facing WhatsApp text when possible. To change the wording, rename the plan in Settings → Plans or edit the lifecycle template.

Can employees delete members?#

Only if they have Edit members permission. Some gyms enable Member Protection — reserved IDs cannot be deleted.

How do I add a member photo?#

Open Members → [member] → Upload photo (max 500KB) or Generate avatar for initials-style image.

Payments & membership#

Member paid but still shows overdue?#

Confirm payment is linked to the correct member and plan.
Check payment date — expired members start new period from payment date.
Refresh the page; overdue may clear after membership is created.
If still stuck, check Tasks (admin) or Overdue Tracking.

How to undo a wrong payment?#

Admins: delete payment if recently recorded — global undo may appear briefly. Otherwise use Tasks inbox or contact support for admin repair tools.

What happens when I record payment for an active member?#

New membership period starts the day after current end date — they do not lose remaining days.

What happens when I record payment for an expired member?#

New period starts on payment date.

Why did the system warn about duplicate payment?#

Same member, amount within ₹2, within 3 IST calendar days — likely duplicate entry. Verify with member before saving again.

Renewals & reminders#

When do automated reminders go out?#

Seven lifecycle templates run on the daily automated schedule (typically overnight IST). Exact hour depends on your host’s cron configuration. See Renewals & retention.

Can employees change plan prices?#

No. Plans & pricing is admin only (Settings).

Can employees edit WhatsApp templates?#

No. Lifecycle templates are admin only. Employees can still send using saved templates if permitted.

Member already paid — why did they get a reminder?#

Rare race: payment recorded after batch started. Confirm renewal already paid logic; check payment date vs send time in WA History.

WhatsApp#

What happens if WhatsApp is disconnected?#

Manual and automated sends fail. Sidebar shows status. Admin must restore Meta WABA connection. Messages are not queued indefinitely on all deployments.

Personal WhatsApp vs Fitness360?#

Staff should use Fitness360 send buttons — messages go through the gym’s business number via API, not from personal chats.

Bulk send from Renewals — who can do it?#

Admins always; employees need Bulk reminders permission.

Attendance#

Can expired members check in?#

Depends on grace rules — short window may allow check-in after expiry. Payment still required to restore active membership.

Why was overdue member marked inactive?#

Automatic: no attendance for 7+ days while overdue. Can be reversed when member returns and pays.

Roles & access#

Employee cannot see Settings — is that normal?#

Yes. Settings, Employees, Trainers, and Tasks are admin only.

Employee cannot edit payments?#

Default employees are read-only. Admin must enable Edit payments on Employees page.

What is “Assume employee view”?#

Admin preview of staff UI — not a separate login.

Technical (operators)#

Is the playground the real app?#

No. Playground on the marketing site is a demo. Use your gym’s real dashboard URL for operations.

Where is in-app help?#

/dashboard/help is planned. Use www.gymkhana.fit/docs until then.

Worked examples#

Example 1: Renewing 3 days before expiry#

Membership ends June 30. Member pays June 27 while still active.

New period starts July 1.
June 28–30 remain on old period (still active).
No lost days.

Check WA History and Action logs (admin).
Review Glossary.
Ask your gym admin or hosted support.

FAQ