RollCall Docs

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Troubleshooting ​

Find your symptom below. If a fix does not work, contact support and the details are captured for you.

My check in did not appear ​

Likely cause: the gym wifi dropped as you checked in. RollCall queues a check in offline and sends it when the connection returns, so it usually appears on its own within a moment. Because each check in carries a one time reference, a retry never creates a duplicate. If it still has not appeared once you are back online, check in again; you cannot double count. See take attendance with QR.

I paid but it still says pending ​

Likely cause: a missing or wrong reference. A GCash, Maya, GoTyme, or bank payment is matched by the reference RollCall gave you, then confirmed by the gym.

  1. Check that you put the exact reference in the payment note.
  2. Give it a little time; confirming is a quick human step, not instant.
  3. If a day passes, contact support with your payment date and amount.

See pay your dues.

I am not getting notifications ​

Likely cause: the app is not installed, or notifications were not allowed.

  1. Install RollCall to your home screen first. On iPhone this is required before notifications work at all.
  2. Allow notifications when the app asks.
  3. Check that notifications are enabled for your gym; some gyms have not turned push on yet.

See install the app on your phone.

My QR will not scan ​

Likely cause: screen glare or low brightness. Turn your screen brightness up and hold the code steady. If it still will not scan, staff can mark you present by hand from the roster, so you are never stuck at the door. See take attendance with QR.

I checked in to the wrong class ​

Likely cause: two classes overlap. When more than one class runs at the same time, RollCall asks which one you mean. Pick again from the check in screen; only the class you confirm is recorded.

I cannot upload a file ​

Likely cause: the file is too big, the wrong type, or your gym is out of storage. Images can be up to 10 MB and documents up to 25 MB, and video is not supported. If your gym has filled its storage, uploads pause with an upgrade prompt and nothing already uploaded is lost. See storage and plan limits.

Still stuck? ​

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