Your Membership ID card in the app is the digital version of a club or community card: your name, home, photo and a QR code a guard scans at the pool, clubhouse or gate. This article covers the questions that come up once you have it — or when you expect it and it is not there.
The card is not offered at all
Membership ID is switched on per community. If your community has not turned it on, the card simply does not appear — nothing is wrong with your account. If you live in two communities, one may offer it and the other not.
The card says Inactive
Your own home card is Active only while both your residency on that home and your login account are active. A dependent’s card also needs the dependent’s own record on that home to be active. If any of those has been deactivated by the office — for example after a move-out was recorded, or while an account is suspended — the card shows Inactive and a scan returns Inactive to the guard. Contact your office to find out which one it is.
Why you may see more than one card
- You get one card per home. If you hold two homes, the card for your primary home shows first.
- Dependents who do not have their own login — children, for instance — get their own cards on your home, labelled with who they are a dependent of. You present those cards for them.
The photo
You cannot upload or replace the photo yourself. It is captured by the office on your resident or household-member record, so a card with no photo means the office has not taken one yet. Ask them to add it.
Why a screenshot will not scan
The QR code is a short-lived signed token that expires after 90 seconds and refreshes on its own while the card is open. The guard's scanner sends it to the server, which answers with its own copy of your photo and status — nothing on your screen is trusted for identity. A screenshot is therefore dead within seconds and scans as Expired.
The five outcomes a guard can see are Valid, Inactive, Expired, Invalid (not a card from this community) and Not included. Not included means the amenity being scanned is not part of your membership tier; ask the office what your tier covers.
Good to know
- Some tiers also set how many household members a home may have, which affects who can be given a card.
- Open the card a moment before you reach the guard so the code has time to refresh.
Related
See “How do I show my digital Membership ID?” and “Why can't I add or edit my household members?”.