Fitnexa kiosk face check-in errors and how to fix them
What each kiosk message means — Not Recognized, No Face Detected, Membership Expired, Awaiting Approval, Code Expired — and how the front desk can help.
Members check in and out at the kiosk by looking at the camera (the badge says Check In / Out) or tapping Scan Face. They can also hold up their check-in pass from the Fitnexa app.
Success shows Check In Recorded (or Already Recorded if they just checked in). Anything else is one of the messages below. If all else fails, check them in manually at the desk.
Prompts while the kiosk is looking
Look at the camera to check in/out — or tap Scan Face. is the idle prompt. Step a little closer and make sure your face is well lit. means the face is too small or dark. Still not seeing a face. Tap Scan Face, or ask the front desk. means nobody was found for a while.
If something goes wrong
- Not Recognized – Face not recognised. Please try again, or see the front desk.
- Ask them to remove a cap or mask and face the camera. If it keeps failing, their Face ID may need re-registering. Check them in at the desk for now.
- No Face Detected – Please face the camera directly.
- The member should stand square to the camera, at arm's length.
- Multiple Faces – Please stand alone in front of the camera.
- Ask others to step back while one person checks in.
- Liveness Check – Please look at the camera and turn your head slightly.
- The kiosk needs to see a real, moving face. A slight turn of the head usually clears it.
- Please Wait a Moment
- The kiosk is busy with the previous scan. Wait a second and try again.
- Membership Expired – Please renew at the front desk to check in.
- Renew their membership and bill it, then they can check in.
- Membership Frozen
- Their membership is on hold. Check the dates on their record.
- No Membership
- They don't have a membership at this center. Register them or add a plan.
- Not Registered – No Face ID is registered for this centre yet…
- They haven't set up Face ID here. Send a Face ID request and enrol them at the kiosk.
- Awaiting Approval – Face ID is registered but still waiting for admin approval.
- Ask your admin to approve it in Face ID Approvals.
- Code Expired (QR pass)
- Their pass timed out. Ask them to reopen it in the app and hold it up again.
- Pass Already Used (QR pass)
- That pass code was already scanned. They should reopen the pass for a fresh code.
- Face Doesn't Match (QR pass)
- The face at the camera isn't the pass owner's. Check who they are before letting them in.
Common questions
What should I do if a member can't check in at the kiosk?
Check them in at the Check-In Desk with their member code or phone number, then sort out the cause.
Can a member use their QR pass instead of their face?
Yes. The kiosk accepts the check-in pass from the Fitnexa app — …or hold up your check-in pass from the Fitnexa app.