Troubleshooting
Common issues and their solutions. If you can't find what you need, contact our support team.
Member Can't Log In
Common solutions:
- Verify email address is correct
- Check if they verified their email. They can press Resend Verification Email
- Use Forgot your password? on the login page to reset it
- Ensure invitation hasn't expired (7 days)
Payment Failed
Steps to resolve:
- The member should press Manage Payment Method on their Membership page
- Check the failure reason in your Stripe dashboard: Settings → Payouts, then Open your Stripe dashboard
- Stripe retries according to the failed-payment settings in your Stripe account, and the member keeps their membership for 7 days after a failure (see Payment Processing)
- Member receives notification to update payment details
- Gym owners: if Billing says Payment Failed, update the payment method there (owner only)
Stripe Connection Issues
If Stripe Connect isn't working:
- Verify account is fully activated in Stripe. On Settings → Payouts, press Complete verification if Stripe still needs details
- Check bank account details are correct
- Ensure business verification is complete
- Contact Stripe support for account-specific issues
Missing Features
Can't see a feature mentioned in documentation?
- Check your user role permissions
- Ensure your ClearGym subscription is active (Billing, owner only)
- Clear browser cache and refresh
- Contact support if issue persists