How Check-ins Work
Reading time: 5 minutes
Manual Validation (Via Partner Portal)
This is ideal for partners without an integrated management system or for validating last-minute walk-ins.
- Log in to the Partner Portal;
- In the menu, click on Check-ins to confirm and select the correct unit;
- Click Update to see the latest requests, and then click Validate on the check-in you want to confirm.
Your Main Action: Validating the Check-in
Once the user checks in on the app, your action is required. The validation confirms their presence and ensures your payment is processed correctly.
Key Points & Common Questions
- One Check-in Per Day: Most Wellhub plans allow one check-in per day in the "Standard Access" category.
- Cancellation by User (only in manual validation): A user can cancel a check-in, but only before you validate it.
- Device Limit: For security, users can check in on up to 2 different devices. If a user reports an issue, it might be because they have reached this limit.
- Forgotten Check-in (Booked Classes): If a user forgets to check in or cancels a booked class outside the cancellation window, the day's check-in is still counted.
Go a Step Further: Integrate Your Management System
Integrating your management system with Wellhub is free and can increase your check-ins by up to 40%. To request integration:
- In the Partner Portal, click on Integrations.
- Select your unit and the management system you use.
- Click Request integration and wait for our team to contact you with the next steps.
The check-in is the key for Wellhub users to enjoy your space. It's a simple two-step process: the user initiates the check-in on the Wellhub app, and you, our partner, validate it. Understanding this flow is essential to ensure a smooth and positive experience for everyone.
Recommended Reading
The Partner Portal: understand how the Portal works as your ally in the daily management of your business.
The User's Journey in the App
So you can guide your clients, here is a summary of how they check in:
Open the Wellhub App
In the "Check-in" tab, the user finds your establishment. It's crucial that their phone's location services are enabled.
1
Selects the Activity
When required, they choose the activity or service they'll do.
2
Taps "Check-in"
Once the user has checked in, this will be available in the Partner Portal for you to validate, thereby completing the check-in process.
3
*For booked classes, the check-in button appears for the user from 30 minutes before the class starts until 30 minutes after class ends.
Automatic Validation (With an Integrated Management System)
This is the most efficient way to manage check-ins. Integrating your club management system (CMS) automates the validation process, saving time, optimizing your operations and leveraging a seamless check-in validation process for legitimate Wellhub subscribers and provide a fully integrated user experience with your access system.
- First Visit: For a new Wellhub user's first check-in, you will need to register them in your management system, just as you would for a private member. In some systems, you may need to enter the user's Wellhub ID.
- Future Visits: After the initial registration, all subsequent visit validations will be handled automatically by your system. Wellhub subscribers will simply need to check in via the Wellhub app and then use your access control terminal at the gym (e.g., turnstile with fingerprint recognition or PIN code). Once this interaction occurs, the check-in will be automatically validated.
Attention: The validation must be done within 20 minutes. If the check-in isn't confirmed in this timeframe, the user loses their access for the day and may be subject to our late cancellation/no-show policy, directly impacting your refund and the member experience. For more details, see our Help Center article.
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