Knowledge base
Resources & Troubleshooting
Resources
COVID-19 Reopening Tools
- Bulk Freeze Tool
- Check-ins and Check-outs
- Is there a Bulk Unfreeze option?
- Online Occupancy Widget
- Bulk Prepaid End Date Extension
- Contact Tracing Report
Troubleshooting
- 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
- RGP Backup Local Process
- Restoring/Moving your RGP database to a new server
General
Getting Started
Product Management
- 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
- Adding a sized product
Video Tutorials - New Employee Training
- Video - Intro to RGP
- Video - Employee PIN Numbers
- Video - Time Clock
- Video - Creating New Customer Accounts
- Video - Updating Existing Customer Records
- Video - Customizing Customer Accounts
Staff Management
- Customizable Staff Roles and Permissions
- Understanding the differences in staff access levels
- Managing job types
- Setting access level to open cash drawer in POS
- Creating a timesheet report for an individual employee
- Creating a timesheet report for an individual employee
Settings
- How to set up Quickbooks Desktop + RGP Cloud Integration
- Sales Tax Report - Tax-Inclusive Sales
- Setting the POS to accept debit cards
- Workaround for creating a belay certification expiration
- Allowing staff to invoice accounts
- Training new employees on Rock Gym Pro
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
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
- RGP Update - Released - January, 2021
- RGP Update - New Features Released - November, 2020
- RGP Update - September, 10 2020
- RGP Update - July, 2020
- March and April 2020 Billing - Change Request Form
- RGP Update - New Features Released - January, 2020
Software Version History
- v1.1.133538 - Early Release 4/10/21
- v1.1.133478 - Released To RGP Cloud: 01/14/21. Released to Installed: 1/25/21
- v1.1.133460- Released 11/18/20
- v1.1.133450- Released 11/03/20
- v1.1.133403- Release 09/10/20
- v1.1.133354- Release 07/16/20
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
OpenEdge / XWeb Credit Card Processing
- X-Web Capture Method Options - Updated November, 2020
- Decline Minimizer from OpenEdge
- 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
Merchant Account Setup and RGP Settings
- Stripe Terminal (Beta)
- 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
- Assigning hot keys in the POS
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
- Redeeming a gift card in Point of Sale
Billing
- What is ACH Authorization?
- RGP Membership Billing Lifecycle
- Automated Billing Available for RGP Cloud Users Only
- Automated Billing Overview
- What is Billing Launch?
- Apply a Gift Card as Credit
Customer Management
Settings
- Customizable Proficiency Levels / Belay Certifications
- Using a manual terminate status to terminate a frozen account
- Applying actions to source tagged customers
- Editing the start and end date of an account’s status
- Terminating a customer’s account
- Unfreezing a customer’s account
Memberships and Punch Cards
- Workaround for bulk adding a punch for multiple customers
- Setting up employees to share a company punch card
- Overview of membership payment type options
- Viewing a gift card’s history
- Reactivating an expired prepaid membership
- Adding additional time to a prepaid membership
Member Management
Online Mobile Acccounts
Online Membership Change Request Form
Documents
- Event Document System Overview
- Overview of Customer Attributes
- Scanning and Storing Documents (Installed Version of RGP)
- Bulk importing multiple signed documents
- Bulk scanning multiple signed documents
- Finding a scanned document by date
Settings
- California Consumer Privacy Act (CCPA)
- Rock Gym Pro API
- RGP + Zapier Integration Event Firing Rules
- Generate API Key for Locally Hosted RGP
- Generate API Key for RGP Cloud
- Zapier Integration
- Customer Query Email Triggers
- How to create HTML templates for RGP Transactional Emails with SendGrid
- How to install Custom Email SQL
- Transactional Email Overview
- Activating and deactivating the email system
- Overriding a “Do Not Email” choice for transactional emails
Digital Waivers
Document Management
- Removing the “Do Not Email” option from the digital waiver
- Creating multiple waivers for your waiver station
- Designing your digital waiver in Rock Gym Pro
- Reviewing a published online waiver form
- Publishing a waiver form design to go live
- Reviewing an online waiver form before publishing
Settings
Waiver Station
- Displaying multiple documents on a Form List using the URL within a web browser
- Creating an online URL in waiver design mode
- Setting up your digital waiver management station
- Securing the iPad waiver station
- Reviewing recently completed digital waivers
- Modifying the confirmation text for a completed digital waiver
Smartwaiver Integration
Calendar and Booking
Resources
- 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
- Online Membership Sales FAQ
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
- 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
- Requiring names for each participant in a booking
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
- 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
- Adding tabs in a widget
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
- 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 group participant's membership
- Viewing a youth program group list
- Changing the start date for a youth program group participant
Checking In
General
- Customer information displayed at Check In and POS
- Checking customers in through Point of Sale
- Reviewing the check in history for a customer through Check In
- Reviewing invoices and payments for a customer through Check In
- Adding documents for a customer through Check In
- Deleting a check 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
- 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
- Exporting Membership Retention and Analysis data
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
- 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
- Understanding the difference in reports
