Frequently asked questions

Login

• Can't log into clubware
• Can't log into clubware since going live
• Can't reset my password since going live

Access cards

• Access card statuses
• Access card not working after coming off suspension
• Inactive members with active access cards

Memberships

• How do I select dates using calendar drop downs?
• What is a membership?
• What is a membership plan?
• What is a payment option?
• How do I cancel a membership?
• Which membership end date should I select?

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Transfers

• Transferring members fail

Suspensions

• How do I view suspensions?
• How do I sync suspensions from the billing company?
• How do I suspend a member?
• How do I un-suspend a member?
• Can a suspended membership be cancelled?

Arrivals

• What is an arrival?
• How do I view arrivals?
• Why are times incorrect for arrivals?
• What is the default time zone for arrivals?

Visits

• What is a visit?
• How do I view visits?
• What is the default time zone for visits?

Staff, roles and permissions

• What are permissions?
• What is a role?
• How do I change my role?
• Who can allocate/change roles?
• My staff member does not exist in Clubware
• How do I remove staff members?

Classes

• I can't remove a waitlist from an existing class
• I can't see all of my classes

Payments

• What are billing memberships?
• What is an upfront payment?
• Members paying overdues/arrears