Help/Check-in

Check members in at the front desk

Check-in is the front desk's page. Scan the pass in a member's app, or type their name, and Scarlet answers straight away: green to let them in, amber for a heads-up, red when they can't come in, always with the reason.

Updated November 8, 2026. 4 minute read

Check someone in#

1. Open Check-in

   Owners, managers and front desk staff see Check-in in the menu.

2. Scan or search

   Members open Your pass in your app and show the code. Scan it with a USB or Bluetooth scanner (click or tap the field first, then scan), or with Use camera where your device has one. No pass to hand? Type their name, email or phone and pick them from the list; accents don't matter, so zoe finds Zoë. Enter checks someone in straight away only when one person matches. The list shows the first 8, so type more of the name if they're not there.

3. Read the answer

   A large card shows their photo, name and the answer. Check the photo against the person in front of you.

   If the card says Scarlet couldn’t be reached, nobody was checked in. Check the connection and choose Try again: it can't check them in twice.

What the colors mean#

Each card also has an icon and a word, so nobody has to rely on color alone. The cursor goes back to the scan field after every answer, so the next person can scan straight away. A green or amber card clears itself after 10 seconds, so the card in front of the next person is theirs. A red card, and a card asking you to pick, stay until you dismiss them or scan again.

When Scarlet asks you to pick#

If a member has more than one membership or pack that could cover the visit, an amber Pick one card asks which one to use. For time-based plans, such as tanning minutes, type the minutes in the Minutes box (1 or more) and choose Check in.

Common reasons someone can't check in#

A red card for a member you know has Open profile, which takes you straight to that member, so you can sort out the cause without searching for them again. A code that isn't recognised, or that belongs to a different studio, has no member, so it has no button and doesn't appear under today's check-ins.

• Already checked in a short while ago. A second check-in within 60 minutes (the usual setting) is stopped, so one pass can't let two people in.
• Too soon since the last visit or daily or weekly limit reached: their plan limits how often they can come.
• This code has expired or was already scanned. The code in the app keeps changing. Ask them to refresh their pass and scan again.
• A waiver must be signed first or a guardian must consent first. Once that's done, choose Open profile to record the waiver, record it under Waivers and check them in again. See what's on a profile.
• Payment failed and the grace period is over. They need to sort out their payment first. A plan that was sold but not yet paid shows the same message.
• No active membership or pack. Choose Open profile, then Sell a plan.
• No guest passes left, or this member is blocked. Blocked members still show in the name search, tagged Blocked.
• Membership is frozen, has expired, or no visits or credits left: they need a new or renewed membership or pack.
• Outside this membership's hours or not valid at this location: their plan doesn't cover this time or place.

A lost or shared pass#

If someone's pass was shared, printed or photographed, open them under Members and choose Reset pass code. Their old codes stop working straight away, and your app shows them a new one the next time they open their pass. Nothing else on their account changes.

A member with no signal sees a backup code in their pass instead. It works; the card asks you to check their photo.

Undo a mistake#

Checked in the wrong person? Choose Undo on the card: it counts down from 10 seconds. Only the person who checked them in, or an owner or manager, can undo it. The card turns amber and says Check-in undone, and the visit goes back on their balance (an unlimited plan or a drop-in just has the check-in cancelled). An undone check-in doesn't count toward the 60 minutes, so you can check them in again straight away: find them by name, or scan once their code has refreshed (about 30 seconds), because the code you scanned is used up. Missed the 10 seconds? An owner or manager opens the member (each row under Today's check-ins opens their profile) and uses Adjust balance… to give the visit back. If Undo doesn't go through, the card says why and stays until the next check-in or until you dismiss it. Until then the check-in still counts.

Today's check-ins#

The list below the card shows everyone who came in today, newest first, with what they used, plus anyone who was turned away and why. Owners, managers and front desk can choose a row to open that member's profile.

Children added under a parent don't show in the name search, because they have no pass of their own.

Classes and bookings#

For a class, you can also check people in from its roster in Schedule: see classes on the day. For a booked court, bed or room, open the booking on the grid and choose Check in: see booking at the desk. You can also choose Check in on a row in Today: on a class it checks them in at once, with Undo for a few seconds; on an appointment that has started it asks Mark as attended?, and no pass visit is used. See your day on Today.