Why did the door refuse a member with a valid plan?

Open Door access > Door logs, search the member and read the Reason on the refused scan. Common causes are door opening hours, a plan that only opens on booked class days, or a member who is blocked or archived.

Why is there no Door access menu in my sidebar?

Door access is built for gyms. It shows for businesses set up as a gym. Most pages in it are for owners, admins and managers; front desk staff see Facial Turnstile only.

The member says the pass will not open in the app. What should they do?

Ask them to try again. If it keeps failing, check their record under Members > Customers is active and has a plan, then ask them to reopen the pass.

How members check in at the door with their QR pass.

Every member has a personal door pass in the Timeo app. They hold it up to your reader, Timeo checks their membership, and the door opens on its own.

Who it is for: Gym owners, managers and front desk staff
Plan: Advance and Team

How a member gets in

Check that your reader shows Online in the Timeo Gate readers card under Door access > Hardware.
The member opens your business in the Timeo app and taps Show my pass (on some home screens it is Your pass). Their personal QR code fills the screen.
The member holds the QR code up to the reader.
Timeo checks the member and their plan. If they may enter, the door releases for the time you set in the reader settings under Door hold after an accepted scan (seconds).
Every scan, accepted or refused, is saved. Open Door access > Door logs to see it.

What Timeo checks on every scan

The member is active. Members you block or archive are always refused.
If you switched on door opening hours, the scan is inside those hours.
The member has a live plan or package, or is still inside the grace days you allow after it ends.
For plans set to Door only on the day of a booked class, the member has a class booked that day.
Staff with an active staff profile are let in without a plan and at any hour.

Give check-in points for door scans

Open Settings > Business > Check-in and switch on Scanning in at the door counts as check-in. Members who enter with their QR, card or face then get the day's check-in points once a day, even when check-in from the app is off.

What your customers see

Their own QR code under Show my pass in the Timeo app.
When the plan has ended, the app says Renew to scan in. With no plan at all it says Buy a plan to scan in.
On a booked class day plan with nothing booked today, the app says Book a class to scan in.

Common problems

Why did the door refuse a member with a valid plan?: Open Door access > Door logs, search the member and read the Reason on the refused scan. Common causes are door opening hours, a plan that only opens on booked class days, or a member who is blocked or archived.
Why is there no Door access menu in my sidebar?: Door access is built for gyms. It shows for businesses set up as a gym. Most pages in it are for owners, admins and managers; front desk staff see Facial Turnstile only.
The member says the pass will not open in the app. What should they do?: Ask them to try again. If it keeps failing, check their record under Members > Customers is active and has a plan, then ask them to reopen the pass.

More in Door access, or start with the getting started guide. Still stuck? Contact us.