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Can't find a user?

Troubleshooting guide when you can't find a user in your Users list.

Written by Danielle Orlick

Expand the section that references your scheduling system:

ABC

  1. Search in the the user list to verify they are not in the account

  2. Things to check in ABC:

    1. User is active

    2. User is made available at the right club location (check the club code!)

    3. User's classes are deployed to the correct department (Group X)

    4. Check to make sure the user has an email address in ABC

    5. Make sure the user does not have more than 1 profile with the same email address in ABC.

  3. If you made update to the users profile in ABC and are ready to sync, head to settings, users, and click synchronize users.

Crunch CMS

  1. Search in the the user list to verify they are not in the account

  2. Things to check in CMS:

    1. User is active

    2. Check to make sure the user has an email address in CMS

    3. Make sure the user does not have more than 1 profile with the same email address in CMS. If the user has multiple profiles, make sure each profile in CMS has different email addresses

    4. Check to make sure the user doesn't have 2 active profiles in CMS within the same ownership group

    5. Verify the Home Club of the user is one of the locations within the NetGym account. If the Home Club does not use NetGym, create another profile in CMS for that user with a home club that uses NetGym. Or ask us to add in the location if they will start to use NetGym.

  3. If you made update to the users profile in Crunch CMS and are ready to sync, head to settings, users, and click synchronize users.

Fisikal

  1. Search in the inactive tab of the user list to verify they are not in the account

  2. Things to check in Fisikal:

    1. User is active and the trainer role

    2. Check to make sure the user has an email address in Fisikal

    3. Make sure the user does not have more than 1 profile with the same email address in Fisikal. If the user has multiple profiles, make sure each profile in Fisikal has different email addresses

    4. Verify the Home Club of the user is one of the locations within the NetGym account - this cannot be blank.

  3. If you made update to the users profile in Fisikal and are ready to sync, head to settings, users, and click synchronize users.

Mariana Tek

  1. Search in the inactive tab of the user list to verify they are not in the account

  2. Things to check in Mariana Tek:

    1. User is active and has the employee tag (not the employee personal tag). They will not have the employee tag if they are inactive.

    2. Make sure the user does not have more than 1 profile with the same email address in Mariana Tek.

    3. Ensure the user is assigned to a location (turf) that exists on NetGym, and do not confuse it with their assigned Home Club.

  3. If you made updates to the users profile in MT and are ready to sync, head to settings, users, and click synchronize users.

Mindbody

  1. Search in the inactive tab of the user list to verify they are not in the account

  2. Things to check in MBO:

    1. User is active

    2. Make sure the user has a first and last name in MBO

    3. Check to make sure the user has an email address in MBO. Add the email address to their profiles in MBO and then let our support team know so we can sync in the new email addresses immediately.

    4. Make sure the user does not have more than 1 profile with the same email address in MBO.

  3. If you reactivated the user from an deactivated state, the user will be instantaneously synced into NetGym.

ClubReady

  1. Search in the inactive tab of the user list to verify they are not in the account

  2. Things to check in ClubReady:

    1. User is active

    2. Verify the ClubReady ID of the user and let NetGym support know so we can update profiles in NetGym as necessary

    3. User is in the employees assigned list, enabled for scheduling, and has 1 service.

    4. Make sure the user has a first and last name in ClubReady

    5. Check to make sure the user has an email address in ClubReady

    6. Make sure the user does not have more than 1 profile with the same email address in ClubReady. If the user has multiple profiles, make sure each profile in ClubReady has different email addresses

    7. Verify the Home Club of the user is one of the locations within the NetGym account. If the Home Club does not use NetGym, create another profile in ClubReady for that user with a home club that uses NetGym.

  3. If you made update to the users profile in ClubReady and are ready to sync, head to settings, users, and click synchronize users.

Other (not integrated with your scheduling system at this time)

If you are a fitness manager or regional admin, you will only see users who have been assigned to the locations you manage in your list view. Try searching for the user to see as you're able to search for anyone in the account. You can then assign them the location so they appear for you.

If you still don't see them, they are not yet added into the account and you will need to manually add them.

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