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Overview

A check-in records that a customer arrived at one of your locations, and when they left. Customers can be checked in by an admin, at the front desk with NexIO, by unlocking a connected door, by connecting to your WiFi, with an automation tile or by a sensor. See Check-in methods. Each check-in uses one of the customer’s passes, from their plan or bought separately, which says when and where they can come in. If they don’t have one, the check-in is rejected and recorded as a failed check-in, unless you offer pay-as-you-go access.

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How to access

  • Who’s on site: go to Operations → Access & Check-in → Customers on site.
  • Failed check-ins: go to Operations → Access & Check-in → Failed check-ins.
Customers on site today, in the Day view

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The check-ins calendar

The calendar shows check-ins for the period you choose:
  • Month shows check-in activity across the month.
  • Day shows a row for each customer, with their plans and a bar for each visit. The bar for a customer still on site runs to the current time.
  • Agenda shows the day’s check-ins as a list.
The calendar also shows customers and attendees who have started a booking. Select a booking attendee to open the booking’s Attendees tab. Use Filters to narrow the calendar by Customer, Plan, Team, Start time or End time. The plan and team are recorded when the customer checks in, so they don’t change if the customer’s plan or team changes later.

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Register a check-in

  1. Select Register check-in, or drag across a customer’s row in the Day view.
  2. If you manage more than one location, choose the Location.
  3. Choose the Customer.
  4. Set the Arrival time. Times are in 15-minute steps.
  5. To record when they left, set the Departure time, or use the 1 hour, 2 hours, 4 hours or 8 hours shortcuts. Leave it empty if they’re still on site.
  6. Save.
Nexudus checks the customer has a valid pass and plan allowance. If they don’t, the check-in isn’t saved, you see the reason, and it’s added to failed check-ins. To check a customer out, open their check-in and set the Departure time. Once saved, a check-in shows its Check-in type, which records how it was made: Manual / NexIO, Door access activity, Network activity, Automation tile or Sensor.

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How a pass is chosen

When a customer checks in, Nexudus looks for a pass that:
  • Is valid at that time, and at the end time if one is set.
  • Can be used at that location.
  • Has time left, or hasn’t been used yet. A day pass used earlier the same day can be used again.
The customer’s own passes are checked first. If none are valid, and the customer’s team shares passes, Nexudus uses the team paying member’s passes. If several passes are valid, Nexudus uses the one with the highest Use priority. If two have the same priority, it prefers a pass already used today, then passes limited to particular locations or plans, then the cheapest, then passes from the customer’s plan, then the one with the most time left. Set Use priority on the pass. See Passes.

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Plan limits

For members, Nexudus also checks the limits on their plan: the number of check-ins or hours allowed each week, each month, and between contract renewals. Weeks and months are calendar weeks and months, not rolling periods. Passes can be set not to count towards these limits.

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Failed check-ins

When a check-in is rejected, it’s listed in Failed check-ins with the Customer, when the Check-in Attempted at and the Check-in type. Open one to see why it failed. If the list is empty, open the views menu, to the left of the search box, and choose Show all. Use the Today, This week, Last week, This month and Last month views to narrow the list. Failed check-ins
A failed check-in doesn’t always mean the customer couldn’t get in. For example, a customer with a booking but no valid pass can still open the doors linked to the room they booked, but their check-in is logged as failed.
Review failed check-ins regularly. Customers who often hit their plan limits may want a bigger plan.

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Automatic check-out

Nexudus checks open check-ins every few minutes and checks customers out automatically when:
  • The daily cut-off time passes. Everyone still checked in is checked out at the Daily cut-off time. If they’re still active after it, a new check-in starts for the new day.
  • Their pass runs out of time. They’re checked out when the pass ran out, and Nexudus tries to check them back in with another valid pass.
  • Their pass stops being valid, for example a pass for weekdays 9am to 6pm at 6pm. Nexudus also tries to check them back in with another pass.
  • Their account is deactivated.
  • Their booking ends, if you turn on Automatically check out booking attendees when a booking ends under Settings → Features → Bookings and calendar settings → General.
If a customer is checked out and can’t be checked back in, Nexudus emails them, if Notify users by email if they forget to check out is on.

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Pay-as-you-go access

With pay-as-you-go, customers who don’t have a valid pass can still check in, and are charged for the time they spend on site.
  1. Create a pass to charge for the time. On its Pay as you go tab, turn on Automatically sell this pass to contacts (customers with no active contracts) checking in without a valid pass, Automatically sell this pass to members (customers with an active contract) checking in without a valid pass, or both.
  2. Go to Settings → Features → Check-in settings → Pay as you go and turn on Enable ‘pay as you go’ access.
When the customer checks out, Nexudus charges them:
  • If the pass includes a number of minutes: the pass price divided by its minutes, multiplied by how long they were checked in. For example, a £20 pass with 480 minutes charges £5 for 2 hours.
  • If it doesn’t: the pass price.
If more than one pay-as-you-go pass applies, Nexudus uses the one with the highest Use priority, then the cheapest per minute.

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Check-in settings

Go to Settings → Features → Check-in settings.

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General check-in

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Network check-in

The other network check-in settings give visitors WiFi access. See WiFi Access Tokens.

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Show who’s on site to customers

To let customers see who’s checked in, go to Settings → Features → Website → Home page and turn on Show a list of currently checked in customers. Customers can then filter the Members Portal directory by who’s in.

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Check in with access cards

Customers can check in by tapping a card at reception or on a connected door. Add each customer’s card number under Account → Access rights → Access cards on their record. A card can only belong to one customer at a time. With a door access integration that supports check-ins, customers are checked in when they unlock a connected door, as long as they have a valid pass. See Check-in methods.

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Webhooks

Use webhooks to send check-in activity to other systems: