Troubleshooting and FAQ

Access

I see “Access required” after signing in

Your account doesn’t have a staff role at this gym yet. Ask your gym owner to add you in User Management with at least the coach, finance or admin role. If you work at another gym, pick it from the dropdown on that screen.

A page has a padlock, or says “You don’t have access to …”

Your roles don’t include that page. Ask your gym owner for the role you need. Roles and access lists which role opens which page.

Some pages, such as Coach Pay and Email, only appear when they are switched on for your gym, and some are only in some plans. Ask Kakuto.

I was given a new role but nothing changed

Sign out and sign in again, or reload the page. Also check that whoever changed your roles clicked Save Changes in User Management.

The fields in Gym Settings are greyed out

You can view Gym Settings but not change them. You need the gym settings (read and write) role.

Members and check-in

I can’t find a member

Type at least 3 letters, then press Enter. The search doesn’t start until you do.
Try their alias or email instead of their name.
They must have signed up in the members’ app. See Add a new member.
For a child, search for the child’s name. They are listed under the parent’s email.

I checked in the wrong person

Check-ins can’t be undone in the admin app. Let your gym owner know.

A class is missing from Attendees

Check the Selected Date, then click Refresh. Classes come from your timetable in Kakuto Calendar. See Set up a class.

A timetable change isn’t showing in the members’ app

Changes can take up to 24 hours. In Gym Settings, click Clear timetable cache to show them straight away.

I can’t add a new member

Members create their own accounts in the members’ app. You can’t create one from the admin app.

Payments

Subscriptions is empty

Nothing loads until you search. Type a name or email and click Search, or click List to see the newest subscriptions.

I can’t find a member’s subscription

Try the other Payment provider (Stripe or GoCardless), the other Account if your gym has more than one, and set Status to all to include cancelled and paused subscriptions.

“Set the gym timezone in Gym Settings before creating a subscription”

Ask whoever manages Gym Settings to set the Timezone under Gym info, then try again.

How do I refund or retry a Direct Debit payment?

Not from the admin app. Do it in your GoCardless dashboard. Card payments can be refunded and retried: see Refund or retry a payment.

How do I change a member’s price or payment day?

The Subscriptions page can’t do this. For card subscriptions, use ⋮ → Go to Stripe and change it in your Stripe dashboard, or ask the AI assistant.

Why do Income and Subscriptions show different totals?

Income’s Active MRR leaves out memberships that are behind on payment. Contracted MRR includes them. Collected cash is what actually arrived. Subscriptions shows the subscriptions on the current page of results.

Coach invoices

“Must have valid bank details before submitting invoice”

Click Bank Details on the Billing page, fill in the form and click Update. The sort code must look like 12-34-56 and the account number must contain only numbers.

My class invoice was refused because of the rates

The gym hasn’t set a rate for that role or class length. Ask the gym owner to add one in Gym Settings → Coach rates.

My classes aren’t listed in Billing

Change Time Period to a longer range, and set Day of the Week to All Days. Only classes up to today are listed.

Other

My WhatsApp quick replies have disappeared

Quick replies are saved in your web browser. They don’t move to another computer or browser, and they’re lost if you clear your browser’s data.

The AI assistant says it isn’t switched on for my account

Ask Kakuto.

How do I contact Kakuto?

Open Support, click New ticket and choose Kakuto support (gym admins). Or email info@kakuto.io.