A successful check-in is crucial for a great visitor experience and for ensuring you receive payment correctly. This guide explains everything you need to know about the check-in process.
If you do not have an integrated Club Management System (CMS), each check-in must be approved manually in the Partner Portal within 20 minutes of the visitor's request.
⚠️If the check-in is not validated in time, it will expire. This uses up the visitor's check-in for the day and may affect their ability to book new classes.
- Log in to the Partner Portal.
- In the main menu, click on Check-ins to confirm.
- You will see a list of pending check-ins. Verify the visitor’s name, and click Validate.
If you have an integrated Club Management System (CMS), check-ins are approved automatically by your system.
However, you will likely need to perform a one-time setup for first-time visitors. This involves creating a new profile for them in your CMS and linking it to their Wellhub account. Once this is complete, all their future check-ins should be fully automatic. Learn how to set up a system integration.
💡 If your automatic check-ins stop working, this is almost always an issue with the integration connection. Learn how to troubleshoot common CMS issues.
Family Members have their own separate Wellhub accounts and must check in for themselves using their own phone. Their check-in will appear in your portal under their own name, not the Primary Account Holder's name.
If a visitor is at your space and tells you their check-in is failing in the app, here are the two most common issues:
- The visitor’s phone settings: Ask the visitor to confirm that their phone's GPS/Location Services are turned on and that they are physically inside or very close to your facility.
- Your business address: If the problem persists for multiple users, it may be a geolocation issue with your account, which is often caused by an incorrect address in our system. Learn how to update your address to fix check-in issues.
💡 If you're having technical issues with the Partner Portal itself (like a page that won't load or an error message), we have a separate guide for that. Learn how to troubleshoot Partner Portal issues.
If the Wellhub app or Partner Portal is down and visitors can’t check in, follow this exact protocol to ensure you still get paid for every visit.
- Do Not Turn Visitors Away: Welcome them to your space as you normally would.
- Manually Collect Their Information: You must collect the visitor's full name and their unique 13-digit Wellhub User ID (they can find this in their app's profile).
- Submit a Retroactive Request Later: Once the system is back online, you will need to request a retroactive check-in for each visitor. Learn how to request a retroactive check-in.