In this article you will learn how the check-in of aggregator members works, what the rejection messages in the Event Monitor mean and when to contact Support.
Contents
- How aggregator check-in works
- The rejection messages
- What to do
- When it is a system issue
- What to send to Support
Quick Guide
- Open Settings / Event Monitor and find the rejected check-in.
- Check which message the partner's answer led to.
- For Aggregator member check-in not allowed or Aggregator member not found in partner system: the member contacts the partner.
- For the communication error: try again, and contact the partner if it keeps happening.
How aggregator check-in works
Members of aggregators such as Wellhub, EGYM Wellpass, Hansefit or Urban Sports Club don't have a membership in your studio. On every check-in, the software therefore asks the partner whether the member is allowed to enter. If the partner answers with a success, the check-in goes through. Any other answer leads to a rejection.
The software makes one attempt per check-in. If the partner doesn't answer within 750 milliseconds, the request counts as failed. A rejection is therefore usually a decision of the partner, and the integration is working correctly.
Before you escalate anything, open Settings / Event Monitor and check whether the request went out to the partner and which message was returned.
The rejection messages
You will see one of these three messages in the Event Monitor:
| Message in the Event Monitor | Partner answer | What it means |
|---|---|---|
| Aggregator member check-in not allowed | 403 | The partner knows the member but declines the check-in, for example because the member's quota is used up, their contract status doesn't allow it or there is a payment issue at the partner. |
| Aggregator member not found in partner system | 404 | The partner doesn't recognise the member. The member's aggregator ID may be stored incorrectly, or the membership was removed at the partner. |
| Unable to check in aggregator customer - partner service communication error, please try again | any other answer | The partner didn't answer in time, answered with an error or sent an unexpected answer. Typical causes are a partner outage or a network problem. |
The software only evaluates the type of the partner's answer, not a reason the partner may send along. A specific note such as "quota used up" therefore doesn't reach you.
For Hansefit, the message Aggregator partner integration is not finished can also appear. It means that the Hansefit integration for your studio isn't fully set up yet. In this case, contact Hansefit.
What to do
- Not allowed or not found: The partner declined or doesn't know the member. Ask the member to contact the partner directly to clarify their membership status. You can't override this decision in the software.
- Communication error for a single member: Probably a short disruption at the partner. Ask the member to try again in a few minutes. If it keeps happening, contact the partner.
- Communication error for all aggregator members at once: The partner is most likely down. Check the partner's status page and contact the partner.
When it is a system issue
Contact Support only in these two cases, because they point to a problem in the software:
- The request didn't go out at all, meaning the Event Monitor shows no call to the partner.
- The partner answered with a success, and the check-in was still rejected.
What to send to Support
If one of the two cases applies, please include:
- Your studio
- The member's aggregator ID
- The time of the failed check-in
- A screenshot from the Event Monitor
- The exact error message shown
- Whether the request went out to the partner
Note: This article was created with the help of artificial intelligence and editorially reviewed.