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The kiosk doesn't recognize a member's PIN

A PIN is six digits and belongs to one business; the kiosk also needs a staff sign-in that may check members in.

Why it happens​

From most to least common:

  • A typo. Each member's PIN is six digits. For a PIN that no member of your business has, the kiosk says "We don't recognize that PIN. Please try again or ask at the desk." The keypad clears after each try, and there's no limit on tries.
  • They don't know their PIN. Finegym makes it when the member is added, and it can't be changed. Members find it in the app under QR Code, below their QR code, and on your website on their account's Check in page. Their welcome email has it too.
  • It's their PIN at another business. A PIN belongs to one business. A member who also trains somewhere else that uses Finegym has a different PIN there.
  • The kiosk's staff sign-in can't check members in. Front desk mode runs on the account of the staff member who turned it on, and needs the Check-ins permission. If that permission was taken away while the kiosk was open, the kiosk still finds the member but the check-in is refused.

If the kiosk finds the member but says "Please ask at the desk.", the PIN is fine: they're blocked, or have no plan they can use. See A member can't check in.

What to do​

  1. Ask the member to type the six digits again, or to hold the QR code from their app up to the camera instead.

  2. To look up their PIN, open them in Members. It's under their name, as PIN.

    A member's page, with their PIN marked

  3. To send it to them, go to their Profile tab and, under Check-in QR code, click Send. They get their QR code and PIN by email.

Fix the kiosk's sign-in​

  1. On the kiosk, click Close (the X at the top) and enter the password of the staff member it's signed in as.

  2. If that staff member lacks Check-ins, click your initials in the top bar, then Sign out, and sign in as someone who has it. The Owner, Managers and Front desk have it; coaches can't turn on front desk mode.

  3. Click Front desk mode in the top bar, then Enter front desk mode.

    The top bar, with the Front desk mode button marked

What the kiosk offers also follows that staff member's permissions: booking a class needs Bookings, buying a plan needs Sales, signing documents needs Members, and New here? Sign up needs Members and Sales.

Still stuck?​

Write to support@finegym.io with your business name, the member's email, the PIN they typed, and the message the kiosk showed.

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