Frequently Asked Questions (FAQ)

Getting Started

How do I log in to Membership One?

Open your browser and navigate to your organization's URL. Enter your email and password. If you've forgotten your password, click "Forgot Password" to receive a reset link.

How do I register as a new member?

Visit your organization's public page, click "Become a Member", fill in your details, and verify your email address. You can then browse available memberships and purchase one.

What roles are available?

Member: Access personal dashboard, memberships, courses, shop, and profile
Trainer: View assigned courses, mark attendance, add session notes
Receptionist: Check in members, manage daily operations
Club Admin: Full access to all administrative features
Franchise Admin: Manage multiple locations
System Admin: Platform configuration and user management

Members

How do I view my membership details?

Navigate to "My Memberships" in the bottom navigation. Your active contracts, payment history, and renewal dates are displayed.

How do I update my personal information?

Go to "Profile" and tap "Edit". You can update your name, phone, address, and emergency contacts.

Can I cancel my membership?

Yes. Go to your contract details and click "Request Cancellation". Note that cancellation notice periods apply as defined in your contract.

How does the QR code check-in work?

Open the QR Code tab. Your personal QR code is displayed. Hold it up to the scanner at the entrance. The code refreshes every 60 seconds for security.

Can I export my personal data?

Yes, GDPR Art. 20 guarantees data portability. Go to Profile then Data Export to download all your personal data as JSON.

Billing & Payments

When are my membership fees charged?

Fees are charged automatically via SEPA direct debit on your organization's billing day (typically the 1st or 15th of the month).

What happens if a payment fails?

You'll receive an email notification. The system will retry the payment. If it continues to fail, your organization's admin will be contacted.

How do I add or change my bank account?

Go to Profile then Bank Accounts. You can add a new bank account with IBAN and sign a SEPA mandate.

What is a storno (reversal)?

If a payment was charged in error, the admin can create a storno (reversal/credit note) which refunds the amount to your account.

Courses & Events

How do I register for a course?

Navigate to "Courses", select a course, and click "Register". If the course is full, you'll be placed on the waitlist.

How do I cancel a course registration?

Go to the course details and click "Cancel Registration". If you were on the waitlist, the next person will be promoted automatically.

Where can I see upcoming events?

Check the "Events" tab for upcoming events at your organization.

Shop

How do I purchase items from the shop?

Go to the "Shop" tab, browse products, add items to your cart, and proceed to checkout. You can pay via stored bank account, cash at reception, or invoice.

Can I return items?

Contact your organization's admin for return/refund requests.

Check-in & Access

What check-in methods are supported?

QR code (mobile app), NFC card/wristband, BLE beacon (automatic), and manual entry by receptionist.

Why was my check-in denied?

Common reasons: expired membership, unpaid balance, access zone restriction, anti-passback (too soon after last check-in).

Reports & Administration

How do I generate a report?

Go to "Reports" in the admin panel. Select the report type (Demographics, Financial, Retention, Activity), set the date range, and click "Generate".

How do I export data for DATEV?

Go to Accounting then DATEV Export. Select the date range, enter your DATEV consultant number and client number, and click "Export". The CSV file follows DATEV Buchungsstapel EXTF v700 format.

How do I import members from another system?

Go to Imports then New Import. Select your source system template (easyVerein, ClubDesk, Magicline, SPORTSCLUB, or Generic), upload your CSV file, map the columns, preview the results, and execute the import.

Troubleshooting

I can't log in

Check your email and password are correct
Verify your email address (check spam folder)
After 5 failed attempts, your account is locked for 15 minutes
Use "Forgot Password" to reset

My QR code isn't working

Ensure your membership is active
Pull down to refresh the QR code
Check your internet connection
Contact reception for manual check-in

Payment was charged twice

Contact your admin immediately. They can verify in the transaction history and issue a storno (reversal) if needed.

The app is slow

Check your internet connection
Pull down to refresh the screen
Log out and log back in
Update the app to the latest version