Most problems come down to one of five things: no product exists yet, a required form is blocking bookings, the gym timezone is wrong, a subscription payment has failed, or a new embed domain is not registered with Stripe. Each is covered below. If none of them fit, email support@gymsna.com with your gym name.
| Cause | Fix |
|---|---|
| No product exists yet | Members need credits, and credits come from a pack or membership. Create at least one in Memberships. See packs and memberships. |
| A required form is blocking them | A form marked required must be completed before a first booking. Check the Forms tab. |
| The booking cutoff has passed | Bookings close a set time before the class starts. Adjust it in Settings → Cancellation Policy. |
| The class is full | Members will see Join Waitlist instead. You can add a spot from the class overview. See waitlists. |
| Their membership payment failed | Booking is gated on the subscription being paid. Resolve the failed payment and they can book again. |
| They have no credits left | Their pack has run out or expired. Check their profile in Members. |
Class times display against the gym timezone in Settings → Gym Profile. If it is wrong, everything shifts together. Set it before you build a schedule - changing it afterwards moves existing classes.
Deleting occurrences one at a time leaves the series itself running, and it will generate them again. Use the delete all future option so the series stops.
| Symptom | Likely cause |
|---|---|
| Recent revenue looks too low | You are reading confirmed revenue only. Payments still settling with Stripe sit in pending. |
| A payment is missing entirely | Check the Stripe dashboard directly - it is your account. Payments taken outside GYMSNA do not appear in GYMSNA reporting. |
| A refund did not restore credits | Refund from the Payments tab rather than from Stripe directly, so GYMSNA can adjust credits at the same time. |
Every domain hosting the embedded calendar must be registered with Stripe as a payment domain. Adding the embed to a new site needs a new registration. Email support@gymsna.com with the domain.
Currency locks once you have products or purchases. Changing it after that is a manual operation - email support with your gym name and the currency you need.
Email support@gymsna.com. A person replies, there is no ticket limit and no paywall on support. Include your gym name so your account can be looked at directly, and the exact time a problem happened if it was a one-off.