Provision Tech Support Frequently Asked Questions

Transcription

1 Provision Tech Support Frequently Asked Questions What is a Download, or Receive Data? Download, also known as Receive Data is the step you take to get the member billing updates from your billing provider. It is done from within the Checkin Software Member Updates Screen. It is recommended that the Download, or Receive Data is completed once daily. Completing it once daily will ensure you are receiving the most recently process information from you billing provider. When are fresh updates files available to Download, or Receive Data? You can begin to Download, or Receive Data after 10:00 AM Monday Friday, USA Central Time. IMPORTANT; It is important that you do not use the computer during the Download, or Receive Data. This will process will take approximately 4 8 minutes depending on the available computer resources available to process the download. What is Send Data? Answer: Send Data is a daily step that sends Point of Sale transactions to your billing provider. Point of Sale transactions would include single session tanning charges, and cashless sales for member using the Point of Sale feature in the Checkin Software. We recommend that you Send Data at the end of each day.

2 Reciprocal Member Access Members Access to your Club From Other Club Locations How long before my member can use other clubs? Once a member has surpassed the required 30 day waiting period the member is eligible to freely visit other Anytime Fitness Club locations. It is IMPORTANT the home club provides the member contract information to ClubWise for to be shared with other Anytime Fitness Club locations. It is also IMPORTANT locations Receive Data to receive the most recent Reciprocal Member list. How do I allow access to visitors if I am a new club? As a newly opened Anytime Fitness if you do not yet have the reciprocal member list downloaded into your computer, visiting members can access your club only during staffed hours. After the reciprocal member list is downloaded visiting member will have 24 hour access. If you have not yet received your first download it is important that you contact ProVision Security Solutions. Member Usage Information & Reporting How can I find out how often visitors are using my club? There are two sources for this member usage information; 1) Birdseye Usage Reporting location at 2) Click on Birdseye Next; 3) Click on Run Report

3 How to Use the Checkin Software Usage Reporting Using your Checkin Software a. Click Search for Member b. Click on Search Guests c. Enter Member Surname in the search field, or change the search variable by clicking on a header title (You may want to search by the member number)

4 d. Once you have located the member should be highlighted in black, click on Member Usage Next.. e. The member usage will be displayed. To print a detailed report of usage dates and times Double Click the desired month at the bottom of the graph f. The detail is now displayed for you to review, or print for you records Note to see tanning usage (May not be used in your area), or Queue Clears choose accordingly. See below illustration

5 How can I locate guests/short term members in reciprocal list? 1) Click on Search for a Member 2) Click on Search Guests 3) Enter your search criteria in the search field 4) Press Enter or, Click 5) You search result will be highlighted below in the member listing field How To Print Your Short Term Member List; Click on Create List printer Your Short Term Member list will print to your default Why can t XXXXXX visitor access my club? There are various reasons that could cause this. Some of the first things to check are; a) What is the membership start date for the member? Have they passed the 30 day waiting period? b) Is the member expired, or canceled? c) Is the member listed in the Short Term Member list? d) Have they recently met the 30 day waiting period requirement, and you have not Received Data recently enough to have that member updated to your system?

6 How do I block a visitor from entering my club? Approval to Block Member access can be received through your Franchise Consultant. When your Franchise Consultant determines the member should be Blocked, the member will be excluded from the reciprocal member list. In the event that you require an Emergency Removal contact ProVision Security Solutions. Billing Answer: What do I do if Data Entry says a key FOB is already in use? This is an indicator that the key FOB is being used by another member. 1) Verify the key FOB number you are trying to enter as correct 2) If correct, another club has likely entered your key FOB in error 3) Search for the key FOB # in the Short Term Member list to obtain the name of the member that is associated with your key FOB # 4) Issue a different key FOB to the member 5) Contact ProVision Security Solutions at for assistance How, and when does tanning and/or key access status change with the billing provider? Membership feature changes such as tanning privileges along with demographic information, membership contract, and membership status changes take place during the nightly billing system update. If your billing provider sends changes throughout the day the updates are made available once daily. These updates are made available no later than 10:00 AM USA Central Time, Monday Friday Questions; Why does the software only list the key FOB with no name, address, etc.? Entering the name and phone number is there for you to quickly identify and associate the key FOB with the member who owns it. The remaining contract and member details are entered into you billing provider s web based data entry tool or manual data entry by your billing provider after they have received the member contract

7 Why is this member in red/yellow status? The Yellow status in the Checkin Software is designated to alert you of potential membership contract issues or concern. It provides you an opportunity to review the members account to take some early and corrective actions that may prevent later membership complications. Note; The Yellow status DOES NOT prevent member access. Some account behavior items that would cause a member to turn Yellow ; Account Past Due Member Invalid Address Expiring / Expired Credit Card The Tailgate Detection System Answer: Why is my tailgate unit not alarming for violations? The most common answer to this one is a lack of power to the unit. Verify power the supply located above the member door. The clubs circuit breakers may be blown. There is also a power connector on the Smarter Security models FD DDEL that is loose from the factory. Realigning the power pins after the removal of the unit covers often fixes this problem. For assistance Why is the tailgate unit is recording false alarms intermittently? Even when no one is present. Tailgate unit may be misaligned, and will need to be realigned by a ProVision Security Solutions Technician Tailgate alarm goes off, but why is there no alarm on the DVR for them? The DVR may not be set to record the alarms, or there may be a problem with the connection from the tailgate to the DVR. Verify the hard disk overwrite settings in the Control Center Software, and also the two wire connection on the back of the DVR.

8 Why is my tailgate unit alarming even on normal entries? The member may be carrying a gym bag, or other article causing the tailgate alarm. There may tailgate detection system alignment issue, or product related. Computer How often should I restart my computer? Computer restarts should be performed on a daily basis. The computer does not need to be shut completely off a simple restart will do. What happens to my computer if the power goes out? The computer will remain on for a period of 5 minutes (assuming the battery backup is installed and operational). It will then be normally shut down by the battery backup unit to prevent data loss or corruption. When power is restored, the computer will detect the restored power, and start itself up My computer froze and gave me a blue screen, what do I do? Call ProVision Security at , or the vendor that supplied the computer to you for support. IF at all possible please do not touch or reboot the computer, as the information on the blue screen can be used to troubleshoot the issue and determine a root cause plus a possible solution What kind of additional programs/software should I be using on my computer? Please limit the additional programs on the computer. If possible, do not install any additional programs. Most business programs are fine, such as Quickbooks, Turbotax, etc. The risky and damaging programs would be anything related to file sharing or gaming which present the greatest risk to your computer. How often should I scan for viruses? It is recommended that a full virus scan should be run at minimum once per week. They can be run more often if desired, but at least the weekly scan should be completed

9 How often should I run Windows and/or Norton updates? I think I have a virus on my computer, what do I do? Windows updates should be run and installed as soon as they are available (usually 1 2 times per month). This will ensure that your operating system is as up to date as possible, which removes vulnerabilities and helps to secure your system. Norton updates should be run on a daily basis, as virus and malware definitions are added to each day. Protection against the latest threats is an importance part of protecting your computer. The proactive steps that take a few minutes will pay off in big dividends.