Frequently Asked Questions about Access
Below is a selection of common questions covering the following areas:
Some answers link to full articles for more detail, while others are provided directly here. If you cannot find the information you need, please contact our Support Team.
Bluetooth
Full Guide: Bluetooth to Check-In
Why are some members experiencing Bluetooth access issues?
Check that the member:
- Has Bluetooth enabled on their phone
- Has a Bluetooth Access Token assigned
- Is using the latest version of the GymMaster Member App
- Logs out and back into the app to refresh their session
Some phone brands, models, or older devices may also contribute to connection issues
Why does the Bluetooth reader sometimes stop working during access attempts?
In many cases, rebooting the GateKeeper resolves the issue.
- If problems persist, older Bluetooth readers (e.g. Cidron models) may be the cause. These can occasionally exhibit reliability issues
- GymMaster’s Bluetooth Sentinel readers offer significantly improved reliability and support both Key Fob and Bluetooth access
- If your Cidron reader is still under warranty, you may be eligible for a free upgrade. Contact us to confirm and discuss installation
If you have a Cidron reader, GymMaster can upgrade to Sentinel if still under warranty.
Why don’t recent changes seem to fix a door access issue?
Changes made in GymMaster need to synchronize with the Member App, which may take up to 10mins.
- Log out and back into GymMaster
- Ask member to fully close and reopen the Member App, then log in again
If this doesn’t work, wait for 10mins, allowing app to re sync
How can we prevent members sharing Bluetooth access
To prevent members from sharing access across multiple devices, a device limit can be configured at Settings > Advanced Configuration > General > Maximum number of authorized member app devices.
- This setting restricts member app access to the specified number of devices per member, and therefor restricts bluetooth access.
- If the limit is set to 1, the first device used to access Bluetooth will be registered as the authorized device.
- The Member device reset limit option allows members to change their authorized device within a defined timeframe. This supports legitimate device changes (for example, when a member gets a new phone) while preventing frequent switching or access sharing across multiple devices.
To view or manage devices associated with a member account, go to Member Page > Details tab > Manage Devices. Staff can remove previously authored devices here to allow a member to register a new device if required.
Can Bluetooth access be disabled?
- Globally: No.
- For future members: Yes.
To disable Bluetooth access for future sign ups:
- Go to Settings > Advanced Configuration > General and disable Assign Bluetooth Access Tokens by default
- Then go to Settings > Membership Types > Category > Edit Category and disable Assign a Bluetooth Access Token for each relevant category
To re-enable access, turn these options back on and assign Bluetooth Access Tokens to your existing members.
Why shouldn’t a phone be placed directly on the reader when using Bluetooth?
- Placing a phone directly on the reader can confuse the device, as it may attempt to read both RFID and Bluetooth signals at the same time.
- This can result in a failed entry attempt. Members should initiate Bluetooth access from the Member App while standing approximately 1–2 metres from the reader.
What is the typical time delay when using Bluetooth access?
- First-time access for a new member may take up to 7 seconds.
- In most cases, regular check-ins take around 3–4 seconds. Delays can vary depending on phone model, brand, and age.
Key Fobs
Full Guide: Key Fob Setup and Hardware
Can we assign multiple key fobs per member?
- By default, each member can have one active key fob. Assigning a new fob will automatically deactivate the previous one. If you require multiple active fobs per member, contact the GymMaster Support Team to enable this setting.
What do we do when members have lost their key fob?
To deactivate a lost or stolen fob:
- Open the member’s profile
- Clear the Key Fob field
- Save
The fob is immediately deactivated.You can then assign a new fob as usual. The old fob will no longer grant access.
How can we find out who a key fob belongs to?
To check a fob allocation:
- Go to Settings > Doors and Readers
- Select Manage Key Fob/BT (top right)
- Enter the fob number in the search field
If assigned, the member’s name will appear. If no result appears, the fob is not currently linked to an account.
Are key fobs re-usable?
- Yes. Once a key fob has been deactivated from a member account, it can be re-assigned to another member.
What’s the normal access delay at door?
- A normal door response time is 2–4 seconds after scanning a key fob. If delays are longer than this, further investigation may be required.
Terminology
Benefits
- The various advantages, perks and limitations that a club offers to its members as part of their membership plans.
- These benefits can include access to the club, classes, and services, and discounts on products.
Bluetooth Access Token
- Digital authentication key that allows a Member to access the club using their mobile device via Bluetooth technology.
- The token is generated by the GymMaster system and is unique to each member.
- It is stored on the member’s mobile device and is used to grant access to the club when the member is in close proximity to a bluetooth-enabled access control point.
Check-In
- The process of a Member arriving at the club and registering their attendance.
Door Readers
- Electronic devices that are used to control access to the club.
- These devices are typically installed at the entrance to the club or other secure areas, and require Member / Staff to use a Key Fob, QR code, Bluetooth or passcode to gain access.
- Door readers can also be used to track member attendance and monitor the use of the club’s facilities, equipment, and other resources.
Facilities
- Refers to spaces / rooms within the club which are used for classes and services
- All facilities will appear on the schedule, allowing classes and services to be booked.
GateKeeper
- Hardware used to manage doors and access to the club.
- This needs to be physically installed by a registered electrician.
- Once installed, GateKeeper will connect GymMaster, door readers, access methods, allowing access control based on specified member benefits and staff permissions.
Key Fob
- A small electronic device that is used by members / staff to gain access to a club.
- The key fob typically contains an RFID (Radio Frequency Identification) chip, which communicates with Door Readers to grant entry to the member / staff.
- Key fobs are typically issued to members / staff when they first join the club and can be used to gain access to the facility, based on the access rights of their membership / role.
- The key fob is personalized to the member / staff and contains a unique code that is linked to their membership within the software.
Member Hold
- A temporary suspension or freeze of a Member’s Membership plan.
- When a member places a membership on hold, they are typically allowed to pause Charges and access to the club for a specified period of time.
- Members holds may be used for a variety of reasons, such as temporary injury, illness, or travel, and are often subject to certain conditions and restrictions, such as a minimum and maximum hold period, a hold fee or deposit, and advance notice requirements.
- A member hold can be applied to all or selected memberships.
Membership Contract
- Agreement between a club and an individual Member, which allows the member to access club services and facilities for a set period of time in exchange for payment of a fee.
Notification Sounds
- Sound alert triggered when a Member uses their access method to gain access to the club.
- Different sounds can be used to notify reception Staff if a Member has been denied entry, or if they have a ‘warning’ attached to their Account, such as an account due to be paid.
Opening Date
- The date on which the club officially opens its doors for business.
- This is the date on which the club begins accepting Memberships and providing services to its customers.
Roster
- Internal system schedules for managing available hours of trainers, availability of facilities, and open hours of the club.
- Used to assign door access hours to members via door access benefits
- Used to assign door access hours to Staff.
Start Date
The date when a new member’s membership or subscription begins. This is the date when the member is officially granted access to the club and its facilities, and when their billing cycle begins.
Termination Date
- The date on which a member’s membership is ended, as a result of either the club or the member choosing to cancel this membership.
- The end date of memberships is inclusive.
- For example, a membership with end date 31st March will allow the member to use benefits such as door access up to and including on the 31st, but from 1st April they will be denied access
Visits
- A visit is recorded when a member enters the club
Note that;
- Checking into a booking within the same entry does not create another visit
- Multiple entries in one day may count as separate visits, depending on the swipe timeout setting
- Brief re-entries (e.g., returning after grabbing an item from the car) are not counted as new visits
- Bringing a friend can optionally record two visits
- No-shows to a booking and manual check-ins by staff register as visits
- Passing through multiple access points in one session counts as a single visit
- The visit can be logged under the applicable membership type:
- Classes can use benefit from main membership, or a class pack
- Workout uses the main membership
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