When an aggregator member cannot check in, the System shows a rejection. In most cases that decision was made by the partner (Wellpass, Hansefit, Urban Sports, EGYM and others), not by the System. This article explains the three messages you see in the Event Monitor and what to do for each.
Contents
- How aggregator check-in works
- The three rejection messages
- What to do
- When it is a system issue
- What to send to Support
How aggregator check-in works
On every check-in, the System asks the partner whether the member is allowed to enter. If the partner answers with a success, the member is let in. Any other answer means the System rejects the check-in. In that case the integration is working correctly, because the partner made the decision.
Before you escalate anything, open the Event Monitor and check whether the request actually went out to the partner and which message was returned.
The three rejection messages
You will see one of these three messages in the Event Monitor. They are your main signal for what happened.
| Message in the Event Monitor | Status | What it means |
|---|---|---|
| Aggregator member check-in not allowed | 403 | The partner knows the member but declines. Most common reasons: quota used up, contract status, or a payment issue at the partner. |
| Aggregator member not found in partner system | 404 | The partner does not recognise the member number. The number 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 | 5xx / timeout | A partner outage or a network problem. |
Please note: the System currently reads only the partner's status, not the detailed reason the partner may send along. A specific note such as "quota used up" therefore does not reach you. The three messages above are what you have to work with.
What to do
- Not allowed (403) or not found (404): the partner declined or does not know the member. Ask the member to contact the partner directly to clarify their membership status. You cannot override this decision from your side.
- Communication error (5xx) for a single member: likely a brief partner-side hiccup. Ask the member to try again in five minutes. If it keeps happening, the partner should be contacted.
- All aggregator members at once with the communication error: this is a partner outage. Check the partner's status page and contact the partner. There is no need to contact Support.
When it is a system issue
Contact Support only in these two cases, which point to a problem on our side:
- The request did not 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 above applies, please include:
- Tenant name and the studio
- Aggregator member number
- Time of the failed check-in
- Event Monitor screenshot
- The exact error text shown
- Whether the request went out to the partner