Why is the customer denied entry at the access gate?

Summary

There can be multiple reasons why a customer is being denied entry to your facility.

When a customer scans their app/QR Code/Barcode, FLOW will check for the following things:

• Do they have a valid membership?
  • if so, is the membership type added as a rule to the rule group or included in a membership group added to the Membership Groupe Rule in the Rule Group for that access point?
• Do they have a valid booking?
  • If so, is the pricing option included in the rule group for that access point?
    • If so, did the customer try to enter according to the Access setting on the schedule (how long before or after the start time)?
• Does the activity Require Multi-Door Access?
  • If so, is the ‘Print Ticket’ ticked on the Access Control Tab of the booking/fast ticket Pricing Option?
  • Is the max uses set to the correct amount of access points the customer needs to go through to attend their booked activity?

Step-by-Step Guide

1. Do they have a valid membership?
   A) Search for the Customer and go to their membership tab. Check whether the customer has a valid/active membership.
   
   if so, is the membership type or Group added as a rule to the rule group linked to the gate's access point?
   
           If so, is the customer's membership status included in the Active Membership Status setting?
   
   

2. If the customer does not have a membership, do they have a valid booking?

   
   
   - If so, is the pricing option included in the rule group for that access point?
   
   
   - If so, did the customer try to enter according to the Access setting on the schedule (how long before or after the start time)?
   For example, the activity starts at 5 pm. The Access time was set as below:
   - Minutes before the activity starts the user can access the facility to attend: 10
   - Minutes after the activity starts the user can still access the facility to attend: 5
   Did the customer try to access the facility between 4.50 pm and 5.05 pm? 
   
   
   If all the conditions above are met and the customer is still denied entry, please submit a ticket on Zendesk with the following information:
   
   - Customer ID
   - Link to the customer booking (if applicable)
   - Link to the Schedule (if applicable)
   - Exact date and time when they tried to access the facility
   - Access Point and facility (if you have more than one) they tried to gain entry at.
   - Link to rule group assigned to that access point
   - Screenshot of the error showing in the visited tab (see example below)
   
3. Does the activity Require Multi-Door Access?

Follow the steps in this article to ensure your pricing option for the activity has been configured correctly.