Knowledge base
Resources & Troubleshooting
Resources
- How to Prepare for Scheduled RGP Downtime
- Setting Up a New User for the Help Center
- Strong Customer Authentication (SCA) and Rock Gym Pro
- Rock Gym Pro Sub-Processors
- Disaster Preparedness Plan
- Checklist for deploying multigym access
Troubleshooting
- How to set up RGP Daily Maintenance to run automatically overnight through Windows Task Scheduler - Locally Hosted Server
- Alternative Key-In Solutions for OpenEdge Users - 8/1/2023
- Calendar Text Editor not displaying properly?
- Increasing the response time with the Honeywell Genesis scanner
- Troubleshooting Webcams with RGP
- RGP Windows Task Scheduler to send offsite
General
Getting Started
Settings
- Troubleshooting Quickbooks account link errors in RGP
- Adding custom text at the bottom of Billing invoices
- Setting Guest Pass Restrictions for Guests
- Optional French Receipts
- How to show custom text fields on Check-in screen
- Overview of Rock Gym Pro settings
Initial Set Up and Downloads
- DOWNLOAD: RGP Cloud Client
- DOWNLOAD: RGP Locally Hosted/Installed Version
- RGP Cloud Deployment Option
- Start Here - Deployment Guide
- Video Tutorials - Overview
- Overview of Rock Gym Pro configuration
Hardware Requirements
Product Management
- Formatting Product Files for Import from Non-RGP Sources
- First In First Out (FIFO) Costing
- Recording Gym Use of existing inventory
- Inventory – Min/Max and Reorder Report
- How to Use Packaged Products
- Requiring a product be attached to a person
Video Tutorials - New Employee Training
- Video - Intro to RGP
- Video - Employee PIN
- Video - Time Clock
- Video - Creating New Customer Accounts
- Video - Updating Existing Customer Records
- Video - Customizing Customer Accounts
Staff Management
- Adding a new staff member to Rock Gym Pro
- Customizable Staff Roles and Permissions
- Understanding the differences in staff access levels
- Clocking In and Out
- Managing job types
- Adding a time clock record
RGP Cloud
FAQ
FAQ
- How do I disable the Knowledge Base from appearing in RGP?
- Does RGP have a free version?
- Does RGP Process Credit Cards?
- Best Practices for Using RGP in the UK
- What does Error HY000--Can't connect mySQL server (10060) mean?
- What should I do if I can’t start Rock Gym Pro or MySQL is unreachable?
Product News and Updates
Announcements
- v1.1.34668 - Released to All Users on 06/03/2025
- v1.1.34469 - Released to All Users on 11/20/2024
- May, 2023 Billing Issue - Is my Facility Affected?
- Resolving Billing Issue from v1.1.13460
- Scheduled Maintenance March 2, 2023
- RGP Update - Released to Cloud Week of January 03 | Local Users January 11
Software Version History
- v1.1.34578 - Released to All Users on 11/20/2024
- v1.1.34385 - Released to All Users on 7/2/24
- v1.1.134260 - Released to All Users 01/29/24
- v1.1.134211 - Released to Locally Installed Users 11/07/23
- v1.1.134201 - Released to Cloud Users the Week of 10/16/23
- v1.1.134163 - Released to Cloud and Local Users week of 08/28/23
Database
Settings
- Securing your local MySQL database
- Deleting an imported product data set
- Importing existing product data
- Importing gift card data
- Managing imported customer data sets
- Recommended data fields for importing customers into Rock Gym Pro
Maintenance
- Offsite Backups
- Backing up your RGP Database
- Troubleshooting the Rock Gym Pro backup
- Scheduling a backup using CMD File Creation (Advanced)
- Restoring an offsite backup to a new computer
- Manually running daily maintenance
Payment Processing
RGP Stripe Custom Integration
- Configuring Permissions For RGP Payments Dashboard Users
- Creating Users in RGP's Payments Dashboard
- New Facility Getting Started with Stripe Custom
- RGP Stripe Custom integration with Stripe Terminal
- Stripe ACH
- RGP Tools for ACH Billing Adoption
Merchant Account Setup and RGP Settings
- Credit Card Surcharge Settings
- Card Surcharge Settings
- Calculating and Splitting Stripe UTC deposit/fees
- Payment Processing Gateways
- Integrated Credit Card Billing with Stripe and RGP
- Creating a credit card-only POS station
OpenEdge / XWeb Credit Card Processing
- X-Web Capture Method Options
- XCharge / XWeb Payment Processing by OpenEdge
- Overview of OpenEdge+XWeb & EMV Integration (US Facilities Only)
- OpenEdge EMV Step-By-Step Installation Instructions
- OpenEdge - Migrating from EMV HPF to EMV EdgeExpress
- OpenEdge and Encryption Standards
Point of Sale
- Discounting a transaction in Point of Sale
- POS Quick Buttons
- How to Use Draft & Tip Receipts in POS
- Making a return in Point of Sale
- Cashing out a gift card
- Creating an adjustment transaction
Billing
- Mock/Simulated Billing with a nonintegrated Processor
- What is ACH Authorization? (U.S. Customers Only)
- RGP Membership Billing Lifecycle
- Automated Billing Available for RGP Cloud Users Only
- Automated Billing Overview
- What is Billing Launch?
Customer Management
Settings
- Daily Auto-Tagging Rules
- Using "querydate" in Triggered Queries
- Customizable Proficiency Levels / Belay Certifications
- Using a manual terminate status to terminate a frozen account
- Applying actions to tagged customers
- Editing the start and end date of an account’s status
Memberships and Punch Cards
- Customer Quick Configure
- Entity and Corporate Memberships
- Overview of Quick Configure settings
- Overview of membership payment type options
- Modifying a member’s EFT billing details
- Walkthrough for setting up future dues
Member Management
Online Mobile Acccounts
Online Membership Change Request Form
Bulk Action Tools
Documents
- Overview of Document Management
- Event Document System Overview
- Overview of Customer Attributes
- Scanning and Storing Paper Documents (Installed Version of RGP)
- Bulk importing multiple signed documents
- Bulk scanning multiple signed documents
Settings
- Overview of the View and Edit Customer Window
- Adding a New Customer
- Updating a Customer’s Personal Information
- Deleting a Customer From the RGP Database
- California Consumer Privacy Act (CCPA)
- Rock Gym Pro API
- Troubleshooting Email Delivery Issues with Rock Gym Pro and SendGrid
- Booking System Outbound/Reply-to Emails
- Overview of the Email System
- Transactional Email Overview
- Overview of Email Actions
- Overview of the Email Queue
Waivers
Document Management
Rock Gym Pro Forms
- Designing Your Digital Waiver in Rock Gym Pro
- Creating Multiple Waivers For Your Waiver Station
- Adding a New Waiver Form
- Duplicating an Existing Waiver Form
- Creating French or Spanish Digital Waivers
- Removing the “Do Not Email” Option From Digital Waivers
Smartwaiver Forms
- Digital Waivers Overview
- RGP + Smartwaiver Integration Overview
- Kiosk Station Hardware
- Setting Up Your Smartwaiver in RGP
- Setting Up Waiver Kiosks with Smartwaiver
- Smartwaiver Integration in a Multi-gym Environment
Settings
Waiver Station
- Custom Colors for Kiosk Form List
- Overview for Deploying the Digital Waiver System
- Setting up your digital waiver management station
- Modifying waiver station settings
- Creating the URL for an iPad Waiver Station form
- Creating a waiver form URL for your website
Calendar and Booking
Resources
- Processing Online Membership Purchases
- How to display multiple membership options for purchase on your website
- Online Membership Sales: Overview, Tips, and Strategies
- How to display a Punch Pass for purchase on your Kiosk
- How to display multiple membership options for purchase on a Kiosk
- How to set up Membership Sales on a Kiosk
Settings (Manager/Admin Access Only)
- Online Cancellations - Configured by Offering
- Setting French as an optional booking language
- RGP Booking System Documentation Overview
- Adding or editing participant types
- Changing the time increments on the main calendar
- Adding an email list opt-out message to the confirmation email
Manage Event Window
- Voiding the balance owed for a no-show
- Assigning a custom product for a specific event
- Reinstating a cancelled event
- Cancelling a booked event
- Restoring a cancelled booking
- Cancelling a booking
Schedule Building
- Reservation Time Slot Bookings
- Adding a promotional code to an Offering URL
- Reducing the amount of customer information required to book
- Setting up a Groupon offering via Promotions
- Adding an expiration date for a promotional code
- Discounting a recurring class due to a shortened session
RGPro Connect Mobile App
Payment Integration
Email Integration
Making New Bookings
- Creating a detached booking report
- Assigning a customer to an online transaction
- Booking a custom event
- Creating a custom event offering
- Showing the schedule for a resource
- Manually updating all iCal feeds
Gift Cards
- Overview of Online Gift Cards
- Resending an online gift card
- Testing online gift cards
- Adding the online gift card widget to your website
- Previewing your online gift card form
- Adding your logo to the online gift card confirmation email
Website Integration
- Using the Facebook Pixel With Rock Gym Pro
- Creating Facebook Ads Custom Audiences Using RGP Customer Queries
- Custom Tracking and Analytics by Offering
- Preventing a widget from opening in a new tab on a mobile browser
- Adding multiple embedded widgets to your website
- Adding a single embedded widget to your website
Widgets
- Online Occupancy Widget
- RGP Widgets and HTTPS
- Webmaster Guide to RGP Web Widgets
- Using widgets for multigym websites
- Using the browser test mode to test your widgets
- Changing an existing widget from one type to another
Custom Questions
- Creating different answer types for custom questions
- Creating a checkbox answer for a custom question
- Creating a Yes/No answer with a price for a custom question
- Duplicating a custom question from another offering
- Creating custom questions in an offering for a participant
- Creating custom questions in an offering for a booking
Youth Program Groups
General
- Overview of Youth Program Groups
- Creating a Product for a Youth Program Group
- Adding youth team dues to an existing membership
- Marking a youth group program participant as paid-in-full
- Making a Youth Group Program Product Inactive
- Freezing a Youth Program Participant's Membership
Checking In
Multigym
Reports
Custom Reports
- Custom Report: Gift Card Balance "As-Of" Date
- Custom Report: All Members Report
- Custom Report: Check-Ins by Type - Daily
- Custom Report: Check-Ins by Type / Hour / Day of Week
- Custom Report: Customer Processing Time
- Custom Report: Customers - Duplicate
Advanced Reporting
- Contact Tracing Report
- Custom SQL Reports
- Customizing the Customer Activity Analysis report
- Choosing report activity dates for a Customer Activity Analysis report
- Choosing a customer source for a Customer Activity Analysis report
- Overview of Customer Activity Analysis reports
Charting
- Creating a custom stack/pie chart
- Creating a ratio chart
- Restricting chart data to certain days of the week
- Setting limit thresholds for a chart
- Truncating data in a chart for comparison
- Overview of the charting system categories
Customer Queries
- Multigym Option: Placeholder (archived) Customer Records
- Advanced Customer Query: An Example
- Walkthrough for creating a guest conversion report
- Looking up EFT members without future dues
- Searching for members with add on products
- Searching through the client database by address
Mobile Reporting
- Reviewing check-ins in the Mobile Dashboard
- Reviewing sales information in the Web Dashboard
- Creating a chart in the Web Dashboard
- Checking your database replication status in the Web Dashboard
- Changing your Web Dashboard login and password
- Providing a staff member access to the Web Dashboard
General Reporting
- QuickBooks Integration Update - Using "Sales Tax Payable" revenue account
- Zout Income Account- Accounting
- Creating an on-account purchase report
- Walkthrough for creating a gift card revenue report
- Running an expired punches report
- Creating a sales summary grid
