Troubleshooting: Pass Holder Being Charged for a Free Event

› How to tie free Entries to a Entry type?

› What is an Visitor’s Home Wigdet?

The Visitors’ Home Widget is your climbers’ personal dashboard. It’s where they log in to view and manage everything connected to their profile at your gym, passes, memberships, bookings, payments, forms, and more.

⤷ Troubleshooting: Pass Holder Being Charged for a Free Event

If a pass holder is being asked to pay for an event that should be free, follow these steps in order to identify the issue.

Note: Free event enrollment only applies when the correct profile, widget, and eligibility conditions are met.

Climbers must be logged in to access the Visitors’ Home.

This is required because the profile contains sensitive information such as personal details, payment methods, subscriptions, and transaction history. Login ensures that only the verified profile owner can view or make changes.

› 1 of 4 | Check the Widget Being Used (Most Common Issue)

The most common reason is that the pass holder is using the Event Widget instead of logging in via the Visitors Home.

There are two different widgets, learn the differences below:

If the pass holder is not logged in and accessing the Event Widget directly, the system cannot detect their Entry Type and will charge them.

Solution: Direct them to the Visitors’ Home link and ensure they log in before enrolling.

› 2 of 4 | Check your Entry Type » Event Settings

Let us check your Entry Type to ensure that the correct Event Templates are tied.

Solution: Add the Events that the Entry Type Configuration.

› 3 of 4 | Check if the Correct Profile Is Being Used

Free event access only applies to the profile that holds the Entry Type.

Common Issue: Duplicate Profiles

Sometimes pass holders:

• Use different email addresses

• Accidentally create multiple profiles

• Have slight name variations

Each unique email creates a separate profile.

If the pass is attached to one profile but they are logged into another, the visitors home will not allow for free enrollment.

Merge duplicate profiles, or Transfer the pass to the correct profile.

If unsure which profile is correct, scan the QR code to confirm the active profile, see the guide below.

Search for a Profile via QR Code

This help article covers the various QR codes connected to a visitor's profile.

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Parent & Child Profiles

If a parent pays for a subscription intended for a child:

• The Entry must be assigned to the child’s profile.

• The event must be accessed from the child’s profile.

If the parent stays on their own profile, the event will appear paid.

The Entry Type is assigned to the correct person.

The correct profile is selected before enroll.

See our dedicated guide on how to switch profile as a climber below.

› 4 of 4 | Check Enrollment Date Eligibility

Pass holders can only enroll in events that occur within the validity period of their pass.

Examples:

• If a prepaid pass expires at the end of June, it cannot be used to enroll in an event taking place in August.

• For subscriptions, enrollment must fall within the active billing period.

FAQ