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Mass Freeze - Troubleshooting

Updated

Introduction

This article describes the most frequent difficulties that you might experience when performing mass contract freezes. If you are experiencing difficulties when freezing a single contract, check out this article. If the difficulty you have has not been described below, please contact the PerfectGym Support Team via Get Support tool. At the end of this article, you will find an information on how to do it properly. 

Instruction

If you perform a mass freeze on member contracts according to this instruction, you may encounter the following difficulties:

Support tools option is not visible in the Settings menu in PGM

  • In this case, you have to add  the right system permissions for the given role. The name of the permission is Advanced administrative tools. Once the correct system permissions for the role is set, the Support tools will appear in the Settings menu. 

File Validation Errors in Migration tool

  • Errors that appear in the Freeze Type and Freeze Reason fields indicate that the name used is not present in the system. You should then verify the name of the freeze type and check whether the freeze reason is present in the system. You can check it e.g. in a club member's account when adding a freeze manually. 

Errors in the UserNumber field

  • such errors indicate that the given member number does not exist in the system. 

Errors in the Start date and End date fields

  • There is an incorrect date format in these fields. If you see this error, make sure the date format is DD-MM-YYYY (day-month-year).

At the file validation stage, the system does not yet check the date of the contract itself, or whether there are other freezes on the contract already.

Errors when processing the file with Run mass changes option

  • If an error occurs while a file is being processed, it will be shown in the Last error column as Show error.

  • It is advised to click on the "●●●" icon and download the report by use of the Last report file download option.

 

  • In this file, in the last column, you will see this error and its description
    • i.e.: Can't do freeze starting at 1/1/2000 12:00:00 AM, contract id=926 is starting at 10/22/2020 12:00:00 AM. This means that you are trying to implement a freeze before the contract start date.

  • Other types of error descriptions you may encounter are as follows: 
    • Can't add freeze from 10/29/2020 12:00:00 AM to 12/2/2020 12:00:00 AM, there's already freeze from10/22/2020 to 10/30/2020. This means that you are trying to implement a freeze that conflicts with another freeze that already exists.
    • Contract freeze exception: Payment Plan 'Plan - nie edytować' doesn't allow Contract id=926 to be freezed, FreezeCmd: Contract: 926 Start: 10/29/2020 12:00:00 AM End: 12/1/2020 11:59:59 PM Reason: 4. This error indicates that the Payment Plan does not have the contract freeze option ticked.

What happens when Contract extras in form of a Product were added and then the Contracts are frozen?

If a given member has Contract extras added to their Contract in form of a Product, i.e. Personal Training session, and the Contract gets frozen, the Contract extras will undergo freeze as well. This way, no related Products will be added to that Member after the Contract has been frozen. It means that, if any POS transaction is already created prior the Freeze, they will remain unaffected.

It is recommended to not backdate freezes, nor to apply the start date of the freeze on current date, when it is on the payment schedule.

We also recommend to correct POS Transaction manually. 

Example

When current date is July 20th, and the recurring billing date is on July 20th, it generates the Product for Personal Training session. Then, the Freeze start date is also on July 20th, putting the club member on freeze. However, the Freeze will not remove the Products which have already been generated and added to that Member. 

Other possible difficulties you may encounter

  • Lack of the required FreezeReason, i.e. when you want to add a new reason: Lockdown or Coronavirus. In this case, contact the PerfectGym Support Team via the Get Support tool.   
  • Removing freezes from the system: if you want to remove freezes in case their number is too big to do it manually, contact the PerfectGym Support Team via the Get Support tool. 
    • Prepare an attachment as an Excel file with the information:
      • User Number
      • Freeze Start and End Dates
      • Freeze Type Name

How to report a case via GetSupport?

If during the validation process, or when approving a mass change file, any difficulties arise that are not described in these instructions, report a case via Get Support tool. 

You must include in your case:

  • the description of the issue,
  • the description of changes you wanted to make, 
  • the Excel file with data,
  • the file name, if you have already downloaded it to the Support tools.

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