Staff Survival Kit

Your one-sheet for day-to-day operations. Bookmark this page. When in doubt, start here.

!!! tip "Brand new? Read these two pages first" 1. Concepts — the 6 building blocks (locations, resources, users, reservations, credits, access codes) 2. User Journey — what a customer experiences end-to-end

Quick Links

I need to...	Go to
Find a user	Staff → Users or `⌘K` + type their name
Create a lockout	Managing Lockouts
Handle a booking issue	Managing Hourly Reservations
Process a waitlist entry	Managing Waitlist
Log or manage a tour	Managing Tours
Look up a payment	Managing Payments
Create or manage a user account	Managing Users
Onboard a legacy tenant	Managing Migrations
Understand roles and permissions	Roles & Permissions
Understand how billing works	Lockout Billing
Understand credits	Credits
Look up an access code	Access Codes
Understand access codes and locks	Physical Access
Understand referrals and promos	Referrals
Understand insurance add-on	Insurance
Manage offers and admin tasks	Admin Guide
Submit a feature request	Feature request form
Report a bug	Bug report form
Request a report	Report request form

Finding Things in the App

⌘K is your best friend. Press it anywhere to open the command palette. Type a name, email, location, or studio to jump directly there.

Staff Dashboard (`/staff`)

Section	What's there
Users	Search, create, approve/ban accounts
Reservations	All bookings — filter by type, location, status
Lockouts	Monthly studio subscriptions
Waitlist	Pending, fulfilled, and cancelled entries
Inventory	Access Codes, Access Gates, Assets, Locations, Resources
Credits	Balances, transactions, packages
Overview	Payments tab for Stripe activity
Migrations	Legacy tenant invitations and submissions

Admin (`/admin`) — admin role only

Section	What's there
Offers	Promotional offers on member dashboards
Jobs	Background job monitoring and retry
Audit Logs	Searchable log of system actions

Common Scenarios

"A member can't get in the door"

Check their reservation is active (Staff → Reservations, find their booking)
Confirm their account is approved (Staff → Users → check the Approved status)
Look up their access code — it should appear within 15 minutes of reservation start
For hourly bookings: access is time-windowed, so they can only enter near their reservation time
For lockouts: access is permanent while the subscription is active
If the code should work but doesn't → escalate to Aaron (may be a lock hardware issue)

"A member's payment failed"

Go to Staff → Overview → Payments tab and find the charge
Check the status: Retrying means Stripe will try again automatically; Failed means all retries are exhausted
Access is not revoked on payment failure alone — it's only revoked if Stripe's dunning process ends the subscription
Contact the member to update their payment method in their account
For ACH payments: bank transfers take 2–3 days to clear — a pending status is normal

"A member wants to cancel their lockout"

See Managing Lockouts for the cancellation procedure
When a lockout is cancelled, access codes are removed and the studio becomes available
Cancellation is final — there is no "pause" option

"Someone wants to join the waitlist"

Create their account if they don't have one (Staff → Users → New)
Use Add to Waitlist to generate a payment link
Send them the link — they pay a deposit (card or ACH) to secure their spot
When a studio opens up, fulfill the entry to convert it into a lockout
Full process: Managing Waitlist

"A member wants a refund for an hourly booking"

Cancellations 24+ hours before start → credits are restored automatically (if paid with credits) or refund is processed
Cancellations within 24 hours → non-refundable
Completed reservations → non-refundable

"A legacy tenant needs to be onboarded"

Create a migration invitation with their custom pricing
Send the invitation — they'll receive an email to complete setup
When they submit, review and approve to convert them to a lockout
Full process: Managing Migrations

"I need to set up a lockout with special pricing"

Staff can override the calculated price with custom amounts when creating a lockout. The default price is based on studio dimensions and payment method (card vs ACH have different rates). See Pricing for how defaults are calculated.

Key Rules to Remember

Things that trip people up

Rule	Why it matters
One active lockout per studio	You can't double-book a studio for monthly access
One active credit subscription per member	They need to cancel the existing one before starting a new package
Credits can only pay for hourly bookings	Credits cannot be used for lockouts, waitlist deposits, or anything else
ACH takes 2–3 days to clear	Members get access immediately anyway — don't panic if payment shows pending
Access codes appear 15 min before start	Hourly customers won't see their code until close to reservation time
Banning a member revokes all access codes	Setting a user to "not approved" immediately removes their door access
Lockout backdating is limited to 1 month	You can't set a start date further than 1 month in the past
No tour rescheduling in the app	Reschedules must go through Acuity — the app will sync automatically

Emails the System Sends Automatically

You don't need to send these manually — they go out on their own:

Trigger	Who gets it	What it says
Hourly booking created	Member	Confirmation + calendar invite
Hourly booking cancelled	Member	Cancellation notice
1 hour before hourly booking	Member	Reminder
Morning after hourly session	Member	Follow-up with feedback link (suppressed if sent one in last 7 days)
Lockout created	Member	Welcome email with access code (or without, if future-dated)
Lockout activates (future-dated)	Member	"Studio ready" email with access code
Lockout cancelled	Member	Cancellation notice
Tour booked/cancelled	Member + location staff	Confirmation or cancellation
Waitlist entry created	Member	Confirmation with preferences and deposit info
Migration invitation sent	Legacy tenant	Invitation to join
Contact form submitted	Staff (routed by topic)	Customer inquiry

Staff notifications go to the location's community manager. If none is assigned, they go to hello@metrognome.com.

Escalate to Aaron (Engineering)

These situations need engineering support — don't try to fix them yourself:

Lock hardware not responding (code is correct but door won't open)
Stripe webhook issues (payments stuck, subscriptions not syncing)
Background jobs failing repeatedly (check Admin → Jobs first, retry once)
Data that looks wrong and can't be explained by normal operations
Anything involving the database directly
Account or access issues that don't resolve with the normal tools

Best way to reach out: Slack with as much detail as possible — what happened, who's affected, what you already checked.

Glossary

Term	Meaning
Lockout	Monthly studio subscription — recurring billing, 24/7 access
Resource	Anything bookable — studios, equipment, storage, parking
Location	A physical Metrognome facility
Credit	Prepaid booking currency ($1 = 1 credit), for hourly bookings only
Access code	Personal PIN for door entry (6 digits by default)
Access gate	A lock device connected to a studio or shared entry point
Billing anchor	The day of the month when a lockout's recurring charge happens
Proration	Partial charge for a period when a lockout starts mid-cycle
Dunning	Stripe's automatic retry process for failed payments
ACH	Bank transfer payment — lower fees, 2–3 day clearing time
Connected account	Each location's own Stripe account (for receiving payments)
Community manager	The staff member assigned to a location who receives notifications
Impersonation	Staff ability to view the app as a specific member (for troubleshooting)