FAQ
Frequently asked questions (FAQ)
Quick answers to the questions asked most often in support. Each answer links to the detailed guide if you want to dig deeper.
Members & contracts
When creating a new member, "Email is already taken" appears. What does it mean?
This message appears when the email address is already stored in the system. In most cases it belongs to a responsible (parent) who has already registered a child at the club -- so their details are already on file. In this case, do not create a new member; instead, add a membership to the existing profile: search for the person using the left-hand search bar, open the Membership tab and click Add membership. All the existing details and the payment method already in use are carried over, so all that is left is the contract signature.
Learn more: Register a new member
How do I make a contract change?
There are three ways, depending on your goal. With a new signature (recommended): cancel the existing membership as of today or a past date so it becomes inactive immediately, then create the new contract via Create membership. Without a new signature: use Manage membership to adjust individual contract details or the fee directly -- although the initial term cannot be changed this way. At a future point in time: use Replace to set up a new contract today that automatically becomes active once the current initial term ends.
Learn more: Manage memberships
I want to delete a plan but get an error. Why?
A plan can only be deleted when it no longer has any active memberships assigned to it. As long as members are still using a price from the plan, the delete button is hidden. First reassign the affected members to another plan via Membership > Manage membership; the plan can then be deleted. If you only want to block the plan for new sign-ups, disable the Accepts new members option instead.
Learn more: Plans & pricing
Check-in & app
Where do I find the QR code for check-in and what is it used for?
You'll find the QR code under Settings > Check-in. It has two functions: members are assigned to your club with it, and they check in on site for classes. Put up a separate code for each venue -- and, for parallel classes, for each room or mat. If you enable the Ignore facility option, a single code per venue is enough: when scanned, all rooms at the venue are searched, and if several classes are available at the same time, the member is asked which one they want to check in for.
Learn more: Check-in · Check-in settings
Why can't a member indicate their attendance intention?
There is usually a specific cause. First check the settings under Settings > App settings and Settings > Check-in to make sure the time windows and options match how your club operates. Under Analytics > Check-in you can then see, for each member, the exact reason why the attendance intention or check-in was not possible -- so you can fix the cause precisely.
Learn more: Check-in · Training selection
How do I use the app when a parent and child are both registered?
If parents and children are stored with the same email address, their accounts are linked automatically. When opening the app -- and when starting the QR scanner -- you can select which family member the app is currently being used for. This applies to attendance intention, check-in and other functions. Multiple children can be linked to and managed from the same parent account.
Learn more: Member app · Dependents
How do I assign members to a specific class session?
First switch the membership selection mode to Time slots under Settings > General. You can then assign members in two ways: via the member profile (Classes tab) or -- recommended when you have several members -- directly on the class under Edit class > Time slots. Assigned members automatically count as scheduled and no longer need to confirm their attendance for each session.
Learn more: Time slots · Training selection
How do I see how many members are assigned to a class?
First assign the members to the respective time slots (see the question above) and set a maximum number of participants on the class. Once both are set up, the class overview shows the occupied spots -- for example, "15 of 20".
Learn more: Time slots
How do I link attendance with graduation, and where is it shown?
If all the presets are correct, the progress appears automatically on the dashboard and in the member profile. The requirement is that a minimum number of classes is set for each belt or stripe in the graduations, and that the correct sport is assigned to the member. With time slot assignments, the member automatically receives the sport from the assigned class.
Learn more: Graduations · Graduations setup
How do I cancel a single class session?
Go to Classes and click directly on the class (not on the edit icon) so that the session's detail pop-up opens. There, click the edit icon and select Cancel occurrence. All affected members see the cancellation immediately in their app -- to be safe, also send a push notification through the Feed.
Learn more: Occurrences
Finance & dunning
What do I do about a returned direct debit?
About two to three days after sending the SEPA file, fetch your Finance > Bank integration. Failed direct debits are detected automatically -- including the return reason and current invoice status. You'll find the affected invoices under Finance > Invoices in the Pending retry status. A configured processing fee is added automatically, and enabled failed-payment notifications inform the members by email.
Learn more: Handle failed payments
How do I start the re-collection?
Once the invoices are in Pending retry status, create a new SEPA file under Finance > SEPA Files. You'll find the affected invoices in the Retries tab and submit the file to your bank as usual.
Learn more: Process SEPA direct debits
When does an invoice enter dunning?
An invoice enters dunning as soon as its status is set to Overdue or Not collectable. This happens when you mark an invoice as overdue after an unsuccessful (retry) debit, or flag a membership as unable to pay -- new invoices then receive the "Overdue" status directly. The dunning process then starts with reminders and -- depending on the dunning level -- postal reminders.
Learn more: Dunning
How can I tell that a returned direct debit has been paid -- and what if nothing is reconciled automatically?
Fetch the bank transactions: if the IBAN and amount match an open invoice, Omoplata reconciles the payment automatically and marks the invoice as paid (status Reconciled, green). If the amount differs, the payment comes from a different IBAN, or it cannot be clearly assigned, check the sender in the bank transactions and manually mark the matching invoice as paid in the member profile. Omoplata often already suggests a matching invoice based on the payment reference.
Learn more: Bank integration
Communication
What's the best way to inform my members about news?
The easiest way is through the Feed in the app: create a new post under Communication > Feed that is shown directly to the selected members. If you only want to reach a specific group, first create a segment under Settings > Segments (e.g. for a class, an age group or a venue) and select it as the recipient when creating the post.