Troubleshooting Glofox integration

Glofox member has no access in Kisi

Missing or misconfigured memberships

If the allowed membership list is empty or not properly synced with Glofox, access is not granted.

How to fix:

1. On the Kisi web dashboard, navigate to Settings > Manage Integrations > Glofox Gym Management Software and click Configure Integration
2. On the Configurations tab, select the group where the Glofox memberships are mapped and verify that the list of allowed Glofox memberships is populated and accurate
3. If the list is empty, no users receive access—even if they have memberships in Glofox

Duplicate email addresses

Using the same email address for multiple users within the same Glofox branch can lead to conflicts.

How to fix:

1. Verify that each user in Glofox has a unique email address
2. If duplicates exist, assign unique emails per user and re-sync

User has no active membership

Users without a valid membership do not receive access rights.

How to fix:

1. Confirm that the user has an active membership in Glofox
2. Check User Info in the integration dashboard:
   • Go to Settings > Manage Integrations > Glofox Gym Management Software and click Configure Integration
   • Open the User Info tab
   • Enter the user's email address and select the branch
   • Click Search
   • Review the displayed information including Kisi User ID, Glofox User ID, membership details, and access rights status
3. Check the Received Events tab to verify there are no significant delays in receiving webhook events from Glofox

Lead created without access

Kisi may create new users from Glofox leads even if they do not yet have memberships or bookings.

How to fix:

1. Verify the user has an active membership or booking in Glofox
2. If they're a lead without membership, either:
   • Add them to an allowed membership type in Glofox
   • Create a booking for them (if PAYG is enabled)

Quick checklist: Member has no access

• ✅ Allowed memberships are properly configured in the integration
• ✅ No duplicate emails exist in Glofox users
• ✅ User has a valid membership or booking
• ✅ User Info tab shows correct membership status and access rights
• ✅ Received Events tab shows no significant delays in event delivery

PAYG member access not working

PAYG setting is not enabled

The bookings setting is not enabled for providing access to PAYG membership types.

How to fix:

1. On the Kisi web dashboard, navigate to Settings > Manage Integrations > Glofox Gym Management Software and click Configure Integration
2. On the Configurations tab, select the group where the PAYG members are mapped and ensure that Bookings Enabled is toggled on

Important

If the PAYG setting is enabled, bookings will grant access regardless of membership status or type, even if the membership expires after the booking is made. We recommend enabling the bookings setting only for providing access to PAYG membership types.

Booking duration has passed

PAYG access is valid only for the duration of the booking. Once the booking ends, access is revoked.

How to fix:

1. By default, access starts 1 hour before the booking and ends when the booking ends. Confirm that the unlock attempt was made within this window
2. Check User Info in Kisi Glofox integration dashboard:
   • Go to Settings > Manage Integrations > Glofox Gym Management Software and click Configure Integration
   • Open the User Info tab
   • Enter the user's email address and select the branch
   • Click Search
   • Review the Valid From and Valid Until timestamps to confirm the booking window

Timezone mismatch

Booking times are sensitive to time zones. Misinterpreting these can make it seem like access was not granted.

How to fix:

1. Identify Glofox dashboard time zone (Settings > Studio)
2. Compare booking creation and unlock times in the Kisi web dashboard using GMT and local time equivalents
3. Verify the unlock attempt occurred during the valid booking window accounting for timezone differences

Quick checklist: PAYG access not working

• ✅ PAYG setting is enabled in the integration
• ✅ Unlock attempt occurred during valid booking window
• ✅ Glofox dashboard time zone is correctly accounted for
• ✅ User Info tab shows valid booking times and access rights

Troubleshooting with integration dashboard tabs

The Glofox integration configuration page includes three tabs to help diagnose issues:

Configurations tab

View and manage integration settings, including allowed memberships and PAYG booking settings.

User Info tab

Search for a specific user to view their sync status and access rights:

1. Navigate to Settings > Manage Integrations > Glofox Gym Management Software and click Configure Integration
2. Open the User Info tab
3. Enter the user's email address and select the branch
4. Click Search

The results display:

• Kisi User ID and Glofox User ID
• Membership details (name, type, status)
• Access rights status (group, membership active/allowed status)
• Timestamps (Created At, Updated At, Valid From, Valid Until)

Received Events tab

View all webhooks received from Glofox to verify that updates are being sent to Kisi as expected. Each event shows:

• Event type (e.g., MEMBERSHIP_UPDATED)
• Glofox User ID
• When the event was created in Glofox
• When Kisi received the event
• Receive delay between creation and receipt

Use this tab to confirm that Glofox is sending webhook events and identify any delays in event delivery.

Need more help?

Contact Kisi support

Contact our support team

When contacting support, include for each member:

• The member's email address
• Screenshot of the member's membership or credit packs in the Glofox dashboard
• Glofox bookings confirmation (if applicable)
• Timestamps

Including these details helps Kisi support diagnose the problem more quickly and accurately.