I can’t book a class
All the reasons a booking can be blocked, with the message you see in the app and how to fix it — including “booking blocked due to blocking note”, which is a note on your account and can only be removed by writing to the team, and “your member is on financial debit”, which means a fee to be paid from Home → To do or from Payments.
Chat with usIf the app won’t let you book, the first question isn’t which block has kicked in: it’s whether that class, on that day and at that time, exists and is already open. If it exists, it’s almost always one of the nine causes below. Find the message you see on screen: below it you’ll find the reason and what to do. If none of them matches, write to the team from the virtual assistant (the button at the top right), attaching a screenshot of the error — it’s the first thing we’ll ask you for, and sending it straight away halves the time it takes.
This page applies to activities booked class by class — adult classes and make-up classes for junior courses — where the schedule is the one in the timetable, updated whenever the club moves, adds or removes a class (not on a fixed calendar). It doesn’t apply to enrolling in a Scuola Nuoto Bambini, Pallanuoto or Nuoto Agonistico group: there the group is chosen at enrollment and stays fixed for the whole season, and has nothing to do with this timetable. If the block concerns a group for one of those courses, the cause isn’t a changed timetable: it’s that the group is full, which is a different case — see the course page.
First of all: is that class there on that day?
What you see
The day opens empty, the time you’re looking for isn’t in the list, or the class says Bookable from… with a date.
Why it happens
A class you can’t book is almost always a class that isn’t there, or isn’t open yet. The app shows the real timetable: if that day doesn’t have that class, there’s nothing to book — and it isn’t a fault, it isn’t your account.
The reasons can be checked in a minute:
- the club is closed at that time — this happens on Saturday afternoon and on Sunday when reduced opening hours are in force, such as the summer hours;
- that activity isn’t on the timetable that day: a class that runs on Tuesday may not run on Thursday, and it’s the timetable that tells you which days. This applies to activities booked class by class, not to a Scuola Nuoto Bambini, Pallanuoto or Nuoto Agonistico group — those groups are fixed for the whole season and don’t follow this timetable;
- bookings aren’t open yet: they open 3 days before the class, and until then the app says so with Bookable from…. It isn’t a block: just come back on that day;
- the class has already started: from that moment it can no longer be booked.
How to fix it
Check the monthly timetable: it tells you which classes there are, on what day and at what time. Choose a day when that class is scheduled and booking will open normally.
💡 The nine causes below are blocks on a class that exists and is open: if the day is empty, or says Bookable from…, none of the nine applies.
1. A blocking note on your account
Message you see
Booking blocked due to blocking note
It may appear in English, and the same message can also be seen written as blocking node.
Why it appears
A blocking note is a reminder the club puts on your profile when there’s something to sort out before you can book. By far the most common case is an expired or never-submitted medical certificate (cause 3), but it can also be something else to settle with the front desk.
It isn’t the automatic block for missed cancellations (cause 2), and that’s the whole difference: that one expires on its own after 3 days, whereas a note is removed by the club. So waiting won’t help, and the message doesn’t say by itself what the reason is: that can be read on your profile.
How to fix it
By writing to the team, who will look at your profile and tell you what it is. From the virtual assistant (the button at the top right), tap Write to the team: give the member’s first and last name and attach the screenshot of the message.
If you already know your certificate has expired or you never sent it, you’re sorted by uploading it from the app: Medical Certificate.
2. Block for missed cancellations
Message you see
Your bookings appear blocked without any explanation, after you didn’t show up to two or more booked classes.
Why it appears
If you don’t cancel a booking and don’t show up more than twice in 30 days, the system applies an automatic booking block for 3 days.
How to fix it
On its own: the block lasts 3 days and expires automatically, there’s no need to write to us or ask for it to be lifted. If instead you see booking blocked due to blocking note on screen, it isn’t this: it’s a note on your profile (cause 1) and it can only be removed by writing to the team.
💡 To avoid it: cancel up to 1 hour before the start. The spot goes to the person on the waiting list, and you’re left with no block.
3. Medical certificate expired or missing
Why it appears
Without a valid medical certificate, bookings are blocked: it’s a legal requirement, not the club’s choice.
How to fix it
Upload it from the app: Home → Certificate, then choose the photo or PDF. The front desk checks it and, as soon as it’s approved, bookings are reactivated. If it has expired and you’ve already booked your medical exam, the front desk can add a temporary 14-day renewal: stop by the front desk to activate it.
All the requirements are on the Medical Certificate page.
4. Fee to settle
Message you see
There’s a fee to settle on your profile: you can’t book until it’s paid.
It may also appear in English, as your member is on financial debit: it means there’s a payment to settle, nothing more.
Why it appears
From the first day of delay in payment, access to the club and bookings are suspended until your account is brought up to date.
It can also appear for someone who has just joined, and that’s the most common case: the first payment didn’t go through — with a card, this happens when the bank’s authentication is missing. Your enrollment is registered anyway; it’s the fee that’s still showing as open.
How to fix it
You can settle it yourself, from the app, with no need to go to the front desk:
- On the Home screen look at To do: the overdue fee is highlighted with Pay now. Or open Payments and look at Due.
- Amounts are in date order, the nearest in time is the first at the top: if it shows as overdue, that’s the one blocking you.
- Tap Pay … by card to use the card on file for the contract, or Use another card. Wait for the confirmation: the app says Payment received.
Bookings and access are reactivated as soon as the payment goes through. If after paying there’s nothing left under Due, it’s settled: how to check.
What happens if the delay continues: I haven’t paid and haven’t attended.
5. You’re already on a waiting list
It’s the most misunderstood cause of all.
Message you see
you have too many bookings
Or you can’t book even though you can see spots available, and the app tells you that you already have the maximum number of bookings in that category, listing the classes taking them up (next to each one it says whether it’s booked or on the waiting list).
Why it appears
The waiting list takes up a booking slot exactly like a confirmed booking. If you’re on the waiting list for a class, that slot is taken: you can’t book anything else in the same category.
How to fix it
If a spot frees up and you manage to move up from the waiting list, you’ll receive an automatic notification up to one hour before the class starts. Otherwise, you can remove yourself from the waiting list (again up to one hour before the class starts) and sign up for another available session.
You’ll find the waiting list in Your bookings, marked On the waiting list: to remove yourself, tap Cancel and confirm.
6. You’ve reached the maximum number of active bookings
Message you see
You’ve reached the maximum number of active bookings for this activity: wait for a scheduled class to take place.
In English it may appear as Online booking limit exceeded.
Why it appears
You’ve reached the maximum number of bookings still to take place. Each activity has its own:
| Activities | Active bookings |
|---|---|
| Corsi Fitness, Aqua Fitness, Scuola Nuoto Adulti | max 3 |
| Group Reformer | max 1 |
“Active” means scheduled: a class that has already taken place no longer takes up anything. A waiting list, on the other hand, does: it counts as a booking (cause 5).
How to fix it
Wait for the class you have scheduled to take place: as soon as it’s over, the slot frees up and you book the next one. With Group Reformer, which allows one at a time, this is how it works: tomorrow’s class is booked once today’s is over — the window stays open until the class starts, so you don’t risk being too late.
Don’t cancel a class you want to go to just to free up the limit: you’d lose that spot, and there’s no need. Cancel — up to 1 hour before the start, so someone on the waiting list can move up — only if you’ve decided not to go to that class.
If the numbers don’t add up, that is, the message appears and you have neither scheduled bookings nor waiting lists, write to the team from the virtual assistant with a screenshot: what the system has stored can’t be seen from the outside.
7. Age requirements not met
Message you see
Your age isn’t within the range set for this class.
It may appear in English as does not meet the age requirements, especially on Scuola Nuoto groups.
Why it appears
Each course level is linked to birth-year ranges. If your child has been moved up a level ahead of their age range, the system may block an enrollment made on your own.
How to fix it
Write to the team from the virtual assistant, stating the group you’re interested in: the front desk checks and confirms the placement.
8. Membership just activated, or one that doesn’t include the class
Message you see
You don’t have an active membership that includes this class: it can’t be booked.
Or the app offers you Buy and book for a class your membership should already cover.
Why it appears
Two different cases. If the membership has only just become active, the activation may not have gone through yet, or the product isn’t linked to the right profile — this happens with family members, when the class is booked from the wrong profile. If instead the membership doesn’t include that activity, the message is correct: you can buy the single class with Buy and book, or see what your membership includes in Memberships.
How to fix it
Check at the top who you’re booking for (with family members, this is the most common case), wait a few minutes and try again. If it persists, write to the team from the virtual assistant, attaching the screenshot.
9. You already have another class at the same time
Message you see
You already have a booking at the same time.
Why it appears
You can’t be booked into two classes that overlap at the same time.
How to fix it
Look at Your bookings: if you no longer need one of the two, cancel it (up to 1 hour before the start) and book the other.
None of these is my cause
What to attach when you write to the team
We need just one thing, but we need it straight away: a screenshot of the screen with the error. Add the name of the activity and the day and time of the class you were booking. With these three things the request is closed on the first round.
See also: Bookings · Medical Certificate · How to check that a request went through
If you also need this
- BookingsHow to book and cancel in the app, booking rules, the waiting list, limits on active bookings, capacities and the block for missed cancellations, including the lanes and sessions of Nuoto Libero.
- I haven’t paid or attended: does the membership cancel itself?No. What happens if payments are late, how to pay overdue fees from the app, and how to close out or make up for the months you didn't attend.
- Medical CertificateWhen you need a medical certificate, who can issue it and how to hand it in: it can only be uploaded in the app, in Home → Certificate, and no longer by email.
- Documents, Receipts and InvoicesWhere to find contracts and receipts in the app, and what to know about invoices and VAT numbers: as a rule we issue a receipt, not an invoice.