Why a Jonas Fitness contact is missing in Patch

Most of the time this is club mapping, timing, or how you searched not a broken connection.

Start here

1. Search by email, then phone, then name, then member number. Jonas’ internal ID is not always the barcode you see at the desk.
2. Check you’re in the right Patch account. Multi-club brands have a Patch account per club.
3. Check how recent the change is. New members and visits usually arrive within about 6 hours.
4. Confirm the first sync finished if this is a brand-new connection.

If none of that finds them, use the sections below.

1. Wrong club / unmapped location

Each Jonas club must be assigned to a Patch account. An unassigned club imports nothing.

Fix: Contact Patch support. Don’t rematch clubs yourself unless your onboarding rep asks you to.

2. Timing

Patch pulls Jonas on a schedule (about every 6 hours). There is no instant push from Jonas.

Fix: Wait for the next sync after the change in Jonas, or ask Patch if everyone has stopped updating.

3. Searching by the wrong number

The number on a key tag / barcode can differ from Jonas’ internal customer ID. Name + email + phone is more reliable.

Fix: Search the email or mobile on the Jonas profile.

4. Membership or visit exists, contact doesn’t look new

A contract or check-in can land on a contact that already existed in Patch (same email/phone). It can look “missing” if you expected a second card.

Fix: Open the existing contact and check memberships and check-in history.

5. Denied check-in

Jonas visits that were not allowed do not create a check-in in Patch.

Fix: Confirm the visit was allowed in Jonas.

When you contact Patch

Include:

• Member name and the exact email/phone / member number in Jonas
• Club / Patch account you searched
• Rough date of the membership start or visit
• Whether this is a new connection still on its first import