Machine says "not registered" for a member

The camera or scanner compares the person with the faces and fingerprints stored on the machine. "Not registered" means it found no match. In order, check:

1. Does the member have a machine ID? Open the member in Fitplex. If they have no machine ID (common for members imported in bulk), they're not on the machine at all — raise a ticket.
2. Is their membership active? Expired members' faces and fingerprints are removed from the machine on purpose, and restored when they renew.
3. Restart the machine (off for 10 seconds, then on). Some models only load faces sent from Fitplex after a restart.
4. Re-enrol their face or finger at the machine. It takes 30 seconds, and Fitplex saves the new one automatically.

If several members stopped working at once, someone may have deleted users from the machine's own menu — raise a ticket and we can put them back from Fitplex's backup.