Common questions
Quick answers for club staff and Station operators.
Why can I not see Class Scheduler?
Check your active role, selected Client and Location, and the Client's Class Scheduler Add-on. Cloud mode does not automatically enable scheduling. Ask an Accuro Admin to confirm access. Check scheduling setup.
Does a waiting-list booking reserve a place?
No. Only a confirmed booking reserves a place. A cancelled confirmed booking can immediately promote the next waiting member. Confirm the final status before promising a place. Manage bookings.
Why has a saved skin not changed the current workout?
A workout keeps its skin for the life of that session. A newly saved choice applies to the next new session, including in Continuous Mode. Also confirm the same Station account and allow synchronization. Understand skin timing.
Why is a paid skin still locked?
Check the correct Client, the specific skin license, status, and expiry. Dot and Hitsona have separate licenses. Reconnect the Station so it can refresh authorization. Manage skin licenses.
Why are advertisements waiting for idle?
Training, preparation, recovery, and results take priority. In Continuous Mode, all members must be inactive and the complete display model must contain no member cards for 30 continuous seconds. An empty visible page alone is insufficient. Check playback rules.
Why is an uploaded video not playing?
The upload must finish server processing, then the Station must download and verify the media. Confirm Ready in Dashboard and Ready to play on the Station. Also check the playlist assignment, both advertising settings, and the external display. Check media readiness.
Can I assume a Dashboard save reached an offline Station?
No. A save confirmation is not device confirmation. Reconnect the Station and verify its settings or Media panel. For an immediate local advertising stop, use the Station controls. Control playback.
Why did a member not receive an email?
Not every booking action sends email, and a booking alone does not produce a workout summary. Check the event, member preferences, recipient, and spam folders. Workout results must finish uploading and processing. See the notification matrix.
What information helps support investigate?
Share the Client, Location, Station or class, approximate time and timezone, visible status, and action attempted with your authorized support contact. Include a screenshot with unrelated personal details removed. Never include passwords or access tokens.