Check-ins must be validated manually through the Partner Portal or automatically via your integrated management system. A check-in retroactive can only be requested as an exception if an issue or instability prevented a standard validation.
💡 Always verify that the visitor has checked in on the Wellhub app before granting them access to your location.
You must request a retroactive check-ins through the Partner Portal. It will only be validated if the visitor attempted to check in but was prevented by one of the following errors:
- Incorrect location on the app: Your location's address is outdated for the visitor.
- GPS failure: The visitor was at your location, but the app didn't recognize their GPS.
- Management system (CMS) error: Your integrated system failed and didn't validate the check-in automatically.
- Validation period expired: The visitor checked check-in, but it wasn't validated in time.
- Connection issues: Your location had no internet connection, which prevented validation.
- Wellhub instability: Our app or the Partner Portal was down at the time of validation.
To submit a request, follow these steps:
- Go to https://partners.gympass.com/new/checkins/retroactive.
- Select your location and the product or activity used.
- Fill in the required information, including the visitor's Wellhub ID and the date and time of their visit.
- Select the reason the check-in wasn't validated.
- Confirm and click Send.
After you submit the request, you'll receive an immediate response letting you know if it was approved or rejected. Approved check-ins will appear on your Check-in Report with the "Retro" tag within 24 hours.
📌 The deadline to request a retroactive check-in is the 2th of the following month. For example, for a check-in that occurred in August, you have until September 2th to submit the request.
Important
If you make multiple attempts to submit a retroactive check-in request with incorrect information (e.g., the visitor's Wellhub ID), this feature will be temporarily blocked. Retroactive requests identified as illegitimate or fraudulent may lead to further blocks without prior notice.
💡 Need to allow your team members to request retroactive check-ins without giving access to sensitive information? Learn how to assign the proper permission here.
A retroactive check-in request may be denied if:
- The visitor already has a validated check-in for that day.
- The visitor's plan was not active or did not grant access to the requested activity on the date of the visit.
- A request for the same visit has already been submitted.
- The location of the gym or studio is no longer enabled.
💡 Issues related to the visitor's device (e.g., phone problems, lack of internet connection) are not eligible for a retroactive check-in request by the partner. In these cases, the visitors themselves must contact our support for Wellhub users for help.
The Wellhub ID is a 13-digit code located in the visitor's profile on their app. If the visitor has checked in at your location before, you can find their ID in the Check-in Details report on the Partner Portal.