Covers: refresh icon on the member profile, start day of a future membership, device was offline

Sometimes a member with valid membership is denied door access. This happens due to validity mismatch between Okfit and the device. The most common cause for this is that the Matrix device was offline (power or internet) when the membership was assigned or renewed, so validity never reached the device.

Sync Validity with Biometric updates the member’s validity end date from Okfit onto the Matrix device.

Member profile → Access Control. The refresh icon (tooltip: Sync Validity with Biometric) shows only after Fingerprint, Face, or Card is already assigned.

• The member was denied at the door, but Okfit shows an Ongoing membership.

• The membership was renewed, extended, upgraded, transferred, unfrozen, or a due payment was collected while the Matrix device was off or offline.

• A membership that was upcoming has reached its start date and is now Ongoing, and this member was already enrolled from an earlier membership.

If the member already has an Ongoing membership, Sync refreshes that end date on the door, including a renewal that continues straight after it.

1. Confirm the Matrix device is powered on and online\
2. Open the member profile\
3. Under Access Control, confirm it shows Fingerprint, Face, or Card\
4. Click the refresh icon, Sync Validity with Biometric\
5. Wait for Validity successfully synced\
6. Ask the member to try the door again

The message is Sync unsuccessful.

1. Check device power, cable or Wi-Fi, and gym internet.

See:

Unable to connect to access control device

2. Check membership eligibility

a. Membership is Ongoing, not Upcoming and not expired
b. Consider this membership for access control is on for that membership

Unable to assign biometric access