access issues

Understanding Membership Access Issues at ClubLevel

1. Issue Identification

  • Challenge: Identifying the reason for a member being denied access to their account.
      - Possible causes include:
        - Being blocked due to arrears (outstanding payments).
        - Membership being canceled incorrectly.
        - A system error.

2. Key Questions to Consider

  • What is the reason for the access denial?

  • Is it an administrative error or a system error?

2.1 Types of Errors

  • System Error:
      - If the member's profile shows that they are not blocked despite receiving a message indicating they are.
      - Example: A member tags in stating they are blocked but the profile shows no outstanding payments and everything appears correct.
      - Resolution: Requires logging a ticket with IT to investigate.

  • Admin Error:
      - Involves mistakes that require intervention by Planet Fitness staff.
      - Example: A member tagged in as being blocked, but their payment profile is accurate and requires no changes on their end.
      - Resolution: A Planet Fitness employee must make direct changes to the member's profile.

3. Examples of Situations and Determination of Errors

3.1 Example 1 - No Payment Issues

  • Scenario: Member tags in claiming they are blocked;

  • Profile Check: Profile shows active status and no payments due.

  • Determination: This is classified as a system error. IT needs to be contacted to resolve the issue because the member’s records are accurate.

3.2 Example 2 - Bounced Debit Order Claims

  • Scenario: Member’s profile states they owe money due to a bounced debit, but the member has proof of payment.

  • Profile Check: The member’s claimed issue does not align with their payment status.

  • Determination: If the profile shows a bounced debit while the member can prove otherwise, this represents a system error requiring IT intervention because the claim against the member is incorrect.

3.3 Example 3 - Payment Profile Reallocation

  • Scenario: Need to fix a payment profile by reallocating a debit order that shows as unpaid but has actually been paid.

  • Determination: This indicates an admin error, as it requires someone from Planet Fitness to directly adjust the member's profile because the change necessitates internal action.

4. Conclusion

  • The primary challenge for team members at ClubLevel is to differentiate between admin errors and system errors. Ensuring clarity in communication and understanding how to handle each type of error appropriately is essential.