Why a Capitan contact is missing in Patch

Start here

1. Search by email, then phone, then name. Use the exact email or phone Capitan has on file. A typo or a second email address is the most common cause.a
2. Check you're in the right Patch account. Multi-gym brands have a Patch account per gym — search the account for the gym that member belongs to.
3. Check how recent the change is. A brand-new member or a profile edit can take up to about 6 hours to arrive.
4. Pull the person directly. If you can already see the contact in Patch but their details are stale, open the contact → Capitan tab → pull from Capitan.

If none of that finds them, use the sections below to figure out whether it's timing or setup.

Timing: how fast each change arrives

So a member who just checked in should appear quickly. Someone who was created this morning and hasn't done anything yet may simply not be in the window yet — wait for the next sync before treating it as a problem.

Setup: things Patch fixes for you

Contact Patch support if you think one of these applies. Don't change integration settings yourself — location mapping and history ranges affect every account in your brand.

A whole gym is missing, not one person.
Each Capitan gym has to be mapped to a Patch account. An unmapped gym imports nothing, so this looks like hundreds of missing members at once rather than one. Patch assigns the location and re-syncs.

Older members are missing.
Patch imports based on a history range set during onboarding. Members whose last activity predates that range aren't pulled in. Patch can extend the range and backfill.

Sync looks stuck.
If recent check-ins and payments have stopped showing up for everyone, the connection may have dropped — often because the Capitan staff login Patch uses was changed or disabled. Patch will check integration health and tell you if the credentials need re-entering.

Not missing — just not imported

Some things are never expected to appear:

• Staff-only fields. Medical notes, emergency contacts, and similar internal notes are excluded by design.
• Signed waiver documents. Patch stores whether a waiver is active and when it expires, not the PDF.
• Deleted members. Capitan doesn't always tell Patch when a member is deleted, so removed members can linger in Patch. That's the opposite problem, and it's expected.

When you contact Patch

Include this and support can usually answer on the first reply:

• The member's name and the exact email/phone in Capitan
• Which gym they belong to
• Which Patch account you searched
• What changed in Capitan and roughly when