RGP system update affecting Waiver forms, Mobile Dashboard, and Change Requests

We've now resolved the incident. Thanks for your patience.

Resolved:

We have resolved the issues with the RGPro Connect Mobile App & Express Login Webpage. Users should now be able to log in, make bookings, view previous and current bookings, as well as make cancellations.

If you notice any other issues, please send a new email to support@rockgympro.com.

We’re actively working to resolve the following:

Stripe Custom Users: A 501 error may occur when adding card or ACH information to a customer profile from a Member Change Request. As a workaround, this information can be entered manually by staff.

Thank you again for your continued patience and flexibility.

The following issues have been resolved:

504 Errors on Member Change Requests: Intermittent errors when sending emails or attaching PDFs should now be resolved. Previously, retrying was the only workaround.

Online Membership Pricing: Memberships with booking questions that adjust pricing now function correctly.

Member Change Requests Special Characters in Comments: Random characters no longer appear in the comments section of Member Change Requests.

Recent Activity View: "Just Online Documents" under Data Entry > Find Document > Recent Activity no longer displays a blank or error screen.

If you're still experiencing any of these issues, please contact us at support@rockgympro.com

We’re actively working to resolve the following:

RGPro Connect Mobile App & Express Login Webpage: Some users encounter errors with the app such as when attempting to log in, make bookings, or view their “My Recent Online Bookings” page.

Stripe Custom Users: A 501 error may occur when adding card or ACH information to a customer profile from a Member Change Request. As a workaround, this information can be entered manually by staff.

Thank you again for your continued patience and flexibility.

Thank you all for your continued patience as we work to resolve the outstanding issues. Our teams have been working nearly around the clock and will continue through the weekend to make further progress.

While not all issues are resolved yet, we want to share a list of those that are now resolved or mostly resolved, along with available workarounds where applicable:

RESOLVED

• Web Mobile Dashboard Data Missing: This issue has been resolved for most customers. If you're still experiencing an issue with seeing check-in and sales data for your facility in the Web Mobile Dashboard and haven't reached out to support already, please reach out to RGP Support.

• Offsite Backup Issues with SSL/TLS Error for Some Locally Hosted Customers: This issue has been resolved. If you're still unable to send in offsite backups and are getting a TLS error, please reach out to RGP Support.

• Failed Stripe Standard 3DS Responses for Some UK Customers: This issue has been resolved. If your online Stripe Standard payments are failing during the 3DS confirmation stage, please reach out to RGP Support.

• RGP Cloud Client Installation Problems from RGP Cloud Dashboard: This issue has been resolved. If you're still unable to download the RGP Cloud Client or your connection files from the RGP Cloud Dashboard, please reach out to RGP Support.

WORKAROUNDS

• Member Change Request Form Email Confirmation Issues/504 error: Though this issue is not yet resolved, customers have had success by clicking okay, retrying the download, and trying again (multiple times if needed) to send the confirmation email.

• RGP Installation Problems for Locally Hosted facilities: If you need to download the locally hosted version of RGP onto a new computer in the coming days, please reach out to RGP Support for more information and a direct link.

We greatly appreciate your understanding as we continue to chip away at the remaining items. If you’re still experiencing a problem that’s listed above as resolved, or if the workaround isn’t effective for your situation, please don’t hesitate to reach out and let us know: support@rockgympro.com

Thank you again for bearing with us!

RGP Form Update

The following issues affecting RGP forms have been resolved:

• Dedicated RGP Form Kiosks: Individual RGP Forms can now be set up as the target/only form displayed in the Smartwaiver Kiosk app.

• Additional Document for Minor Workflow: You can now complete an RGP form and successfully add a minor to the document after completing it.

• Tablet URLs for RGP forms: Links generated in RGP for the tablet/iPad version of an individual RGP form are now operational.

No action is required for facilities to see these changes. If your facility is still experiencing any of the specific issues listed above, please try refreshing your web browser or device. If you are still experiencing any of the issues listed above, please reach out to RGP Support: support@rockgympro.com

We appreciate your continued patience as our Dev and Support teams work to resolve all outstanding issues.

Member Change Request Forms are now submitting and downloading to facility databases as expected.

Please note: PDF generation and email confirmations for processed change forms are working reliably for some locations and form types, but others may require multiple attempts. If you are still unable to submit Member Change Requests, please contact us at support@rockgympro.com.

For customers using RGP Forms/Waivers, the tablet/iPad/Kiosk URL may be used as a temporary workaround. Please keep in mind:

• Waivers submitted via a kiosk URL do not require email validation.

• In multigym environments, kiosk waivers are delivered only to the location associated with that specific URL.

We sincerely apologize for the inconvenience this has caused. Your patience and understanding mean a great deal, and we’ll continue to share updates through our status page as progress is made.

We wanted to provide a quick update following last night’s system update. Our team is actively investigating and addressing a few issues that have surfaced:

RGP Waiver Forms: Some facilities are experiencing issues with in-house waiver forms. Smartwaiver continue to function as expected.

Mobile Dashboard Replication: We’re seeing replication delays that may impact the display of data in the mobile dashboard.

Change Request Form Errors: A subset of facilities are encountering errors when submitting change request forms.

Other Minor Issues: We’re also aware of additional impacts to other areas of the software, including issues downloading the local version of RGP, accessing event document system links, and a few other minor items. These are being addressed as part of our ongoing efforts.

We’re working with urgency to resolve these issues and will continue to provide updates as progress is made. Thank you for your patience!