The Passport to Wellness membership pass is added to eligible employee accounts by the Health and Wellness Team. Employees with an active pass can access participating fitness rooms, aquatics venues, and designated open gym times using a key fob linked to their account.
Use this guide to verify a Passport to Wellness pass, assign a key fob, and troubleshoot access issues.
In most cases, Passport to Wellness memberships can be scanned normally using a key fob. If the Passport to Wellness membership is active, the key fob cross-reference number (XRef) is correctly assigned, and the workstation is configured for Pass Visit Processing, no additional action is required beyond normal check-in.
If your facility is unable to scan memberships, refer to Setting Up a Workstation to Scan Memberships for instructions on configuring Pass Visit Processing.
Before You Begin: Confirm the Passport to Wellness Pass
Before issuing a key fob or troubleshooting access issues, verify that the employee has an active Passport to Wellness pass on their account.
- In RecTrac/PARKS DIRECT, navigate to Menu > Global Sales.
- Use the Global Sales Lookup grid to locate the customer.
- Double-click the customer record, or select the record and click Select.
- In Global Sales, review the Purchase History tab.
- Locate M-NCPPC Passport to Wellness.
If the customer has extensive purchase history, filter the Description column to locate M-NCPPC Passport to Wellness more quickly.
Memberships are automatically renewed on a yearly basis, given that eligibility requirements are met. Confirm that the pass is not expired by confirming the Status is set to Active.
If an active Passport to Wellness membership appears in Purchase History, but you cannot scan the customer/staff member into the facility as normal, continue with the scenarios below.
If the employee has an active Passport to Wellness pass on their account but does not have a key fob:
- Locate and open the customer's account in Household Management.
- In the Household Update screen's Core tab, select More.
- Select Edit XRef.
- Scan or enter the new key fob number.
- Select Save.
The employee may now use the key fob to access participating facilities.
Verify the following:
- The Passport to Wellness pass appears in the customer's Purchase History in Global Sales.
- The pass's status is Active.
- The Passport to Wellness pass is assigned to the correct household member.
- The key fob (XRef) is assigned to the same household member and the codes completely match.
- To view, confirm and possibly change the XRef number on the user's account, follow the instructions in this article: https://pgparks.screenstepslive.com/a/1408996-changing-a-cross-reference-xref
If all information is correct and your facility participates in the Passport to Wellness program, please contact our Customer Service Help Desk at 301-699-2255 or [email protected].
You may proceed with manually checking in the staff member by following the steps in Scenario 4.
If the employee is insistent that an active Passport to Wellness should be on their account but any of the following scenarios apply:
- The Passport to Wellness pass does not appear under Purchase History, or
- The pass's status is Inactive, or
- The pass is linked to the wrong household member,
Please contact SPD's Health and Wellness Team at [email protected] to have the issue resolved.
If the customer is eligible to use the Passport to Wellness issued to their account but their key fob issue cannot be immediately resolved:
- In RecTrac/PARKS DIRECT, open Menu.
- Search for and select Pass Visit Processing.
- Select Name Lookup and filter the results to locate the customer/staff member.
- The Pass Visit window will display with the customer's information. Select Continue.
- The Pass Visit will appear in the shopping cart. Click the $0.00 Payment button.
- On the Global Sales Payment screen that appears, click the big green Process button.
The visit will be logged in the Visits portion of the screen.
Still need help?
If none of the above troubleshooting steps work and immediate assistance is needed, please contact the Customer Service Help Desk by calling 301-699-2255 or emailing [email protected].