Session and timetable diagnosis

Permission scope: EVERYONE

A class is on the timetable, staff can see it perfectly well, and a member on the phone says it is not in their app. Until now that took a support investigation – the record case took two people several days – because the thing that hides a class is almost never the thing anyone looks at first, and staff and members are not shown the same schedule as one another.

Alphie works down the list in one go: has it been deleted, has it been cancelled, is its class type archived, is it a marketing class, is it marked private, is it further ahead than this gym lets members look, has it already started. Then it says how many other classes are in the same position, which is usually the real answer – a class set up in a way the gym did not intend produces the same result on every occurrence it created.

Example questions and prompts

• A member says Saturday’s 7am has vanished from the app.
• Why can’t my members see next month’s classes?
• It’s on the timetable for me but not for her.
• One member can see it and another can’t – how?
• Is it just that one class, or all of them?
• Our new course isn’t showing on the website.
• Can I just send her a link to it?
• Has somebody cancelled this class?

Worth knowing

• The most useful thing Alphie does is tell you where a class CAN still be reached. A direct link ignores the schedule window, so a course months out can be shared with a member today and booked without changing a single setting – that is what links are for. Alphie offers that as the remedy where it is one, and explicitly rules it out where it is not: there is no point sending anybody a link to a class that has been cancelled.
• One archived class type hides every class of that type, past and future, everywhere at once – and it is the only cause a direct link cannot get round. It is also the easiest to put right: it is a single setting, and restoring it brings all of them back together. Alphie says how many that is.
• Members and staff are not shown the same schedule. A gym decides how far ahead members may look, and that setting is quietly capped by how far ahead classes are created at all – so a gym can set members to sixty days, see sixty on the screen, and give them twenty-eight. Alphie reports the real figure and the date the class appears.
• A cancelled class cannot be brought back. Putting it on again means creating it, and Alphie says so plainly rather than leaving somebody hunting for an undo.
• A full class is mentioned, and is not the reason. It still shows in the schedule, marked full. That is usually what the member means, so it is worth saying – but it is not what is hiding anything