If you're having trouble with the Partner Portal or validating a check-in, this guide will help you solve the most common technical issues.
For many common issues, like a page that won't load or a general error message, these simple steps can often solve the problem:
- Clear your browser's cache and cookies.
- Try using a different web browser or an incognito/private window.
This is the most common issue and is related to device authorization. It means the phone, tablet, or computer you're using has not been approved to validate check-ins.
To authorize a new device:
- You must log in to the Partner Portal.
- In the main menu, go to My Devices.
- You will see a list of pending requests. Find the new device and click Authorize.
If you use an integrated system (like Mindbody or Glofox) and are having issues with classes not syncing or check-ins not validating automatically, the problem is almost always with the connection to your system.
What to do if a check-in fails or is missed
If a visitor was at your facility but a check-in was missed due to a technical issue (like a system outage or an app problem), you must request a retroactive check-in to receive payment. Learn how to request a retroactive check-in.