Troubleshooting

Start here when something does not work. Each section gives the most likely causes and the first things to try, then links to the full article. If none of it helps, open a ticket and say what you already tried.

I cannot sign in to the dashboard#

• "These credentials do not match our records." The email or password is wrong. Use Forgot your password? on the sign-in page to get a reset link.
• "Too many login attempts." Wait the number of seconds shown, then try again.
• You lost your authenticator app. On the two-factor screen, choose Log in using a recovery code and enter one of the codes you saved. Without any codes left, ask another owner of your gym, or open a ticket from their account.
• "This dashboard is locked to the gym's network." Your gym only allows the dashboard from certain addresses. Sign in from the gym, or ask the owner to add your address. See IP allowlist.
• An employee cannot sign in at all. Check that they accepted their invitation and that their account is still active. See Invite an employee.

More in Your account.

The dashboard is locked#

The overview shows a blurred dashboard with a message, and every page sends you back to it.

• "Payment failed - dashboard locked": Stripe could not collect your FitManager subscription. Fix the card on the Billing page; doors and devices keep working for 14 days. See Missed payments.
• "Choose a plan to unlock your dashboard": your gym has no subscription yet. See Choose or change your plan.

A page or menu item is missing#

The feature is not on your plan, your role does not have the permission, or an owner hid that sidebar section. See What's on my plan, Permissions and Gym settings.

Emails are not arriving#

1. Ask the recipient to check their spam folder and search for your gym's name.
2. Check that the email address on the member's profile is spelled correctly.
3. If you use your own Brevo account, open the email log and look at the message's status. Bounced or Failed means the address or the sender has a problem.
4. If you just connected Brevo, make sure the sender address is verified in Brevo. See Connect Brevo.
5. Check that the notification you expect is switched on. See Notifications.

A member cannot sign in to the portal#

• They must sign in with the exact email on their member profile.
• If they never set a password or forgot it, they can use Forgot password? on the portal sign-in page.
• They must use your gym's own portal address. An account at another gym on FitManager does not work on yours.
• Too many wrong attempts lock the form for a minute; the message says how long to wait.
• If you changed their email recently, they must use the new one.

See Portal access and the member article Sign in.

A door is offline#

Staff who manage access points get an email and a dashboard notification when a door stops checking in.

1. Check that the reception PC is on, awake and online.
2. Open FitManager Control on that PC and look at its status. If it says the API is offline, check the internet connection and the API key.
3. Check that the reader and the relay are plugged in.
4. If your FitManager payment failed more than 14 days ago, the devices are stopped on purpose. See Missed payments.

See Door troubleshooting.

A fiscal receipt failed#

1. Open Settings > Fiscal printer. Failed jobs show the printer's own error message.
2. Fix the cause on the printer: paper, cover, power, or the cable to the PC. Make sure FitManager Control is running.
3. Click Retry on the failed job. You see The receipt will be printed again.
4. If you already printed the receipt by hand on the device, click Mark handled in the fiscal journal instead, so it is not printed twice.

See Fiscal printer.

A card payment shows as unknown#

This happens when the card terminal stopped answering after the card was read, so nobody knows if the money was taken.

1. Check the terminal's own receipt roll or your bank statement.
2. For a sale at the desk, open Settings > Point of sale and find the sale under Recent card sales. For the kiosk, open Settings > Kiosk; the order shows Unknown payment.
3. Click Card was charged if the money was taken, or Not charged if it was not. A charged kiosk order completes the sale and activates the membership.

See Card terminal and Kiosk.

A connected domain is stuck#

Open Settings > Domains and read the status under the domain.

• Waiting for the DNS records to point at our server. The records at your registrar are missing or wrong. Compare Currently points to with the value you were asked to add. DNS changes can take a while to spread; the page checks every five minutes.
• Something went wrong. Read the error, fix the cause, then click Check now, or wait for the automatic retry.

See Connect your own domain.

Still stuck?#

Open a ticket. Include what you did, what you expected, what happened, and a screenshot of any error message.