HelpFix a problemWhy isn't my line taking joins?

Why isn't my line taking joins?

A join page that says "not accepting joins right now" almost always comes down to one of six things. Work down the list top to bottom — the first one is the most common by far.

Owner & manager Where: Locations → your line 5 min read

Quick answer. If joins have paused for the whole business, it has most likely used all its visits for the month — the meter on Billing shows it. Otherwise check, in order: opening hours, a capacity cap or paused joins, a failed payment, unfinished setup, or an archived line.

The six things to check, in order

The app already names the cause When joins are stopped, a red bar appears under the top bar and the same row shows in the Dashboard's Needs attention. Read the sentence — for example “this month's visits are used up”, “every line has been paused for N min”, “isn't taking visitors: no line is open to anyone”, “the QR code or join link leads nowhere”, or “full (N of N)”. On the Queue, the status pill reads Not taking visitors, Joins paused or Closed. The owner gets the fixing button; others see Owner only.

1Are visits left this month?
The meter on Billing
2Is it open right now?
Opening hours
3Full or paused?
Capacity cap or pause switch
4Is billing healthy?
A failed payment
5Is setup finished?
Appointment lines need a service
6Was it archived?
Takes nobody, on purpose

Work down this list top to bottom — the first one is by far the most common.

Cause	How to tell	What to do
Visits used up	Every line has stopped taking new joins and the meter on Billing is at 100%. This is the usual answer when many lines stop at once.	The owner changes package or extra visits on Billing. See Billing & packages.
Outside opening hours	The join page says the line is closed. Lines follow their own open hours and close automatically outside them (and reopen automatically too) — before opening, after closing, or on a break or special day.	Open Line settings → Open hours and confirm today's hours, or set the line to always-open if it should never close.
Full or paused	Two settings in Line settings → Capacity & limits can hold new joins, and the Queue's Pause joins button does the same as Pause new joins.	See the table below.
Billing isn't healthy	A payment failed. You have 14 days of grace with your full package, then the business drops to Free's 100 visits a month. Joins are only paused if the visits are used up.	The owner updates the card from Billing. It affects the whole business, not one location.
Setup isn't finished	A line isn't ready until its essential setup is done. A stop with no named counter shows a to-do, “Name the counter for” that stop, but it does not stop people joining. An appointment line needs at least one service to book.	The setup-status card at the top of Locations lists exactly what's still needed — follow any Fix → button straight to the control.
The line was archived	An archived line accepts nobody, whatever else is set — Remove is blocked once a line has any visit history, so tidying up funnels you into Archive instead.	Check the Locations hub — an archived line is not in the list of live ones. See Archive vs remove, which also covers getting a line back.

Nothing else can override an archive No amount of changing hours, capacity or billing will clear it — and it's easy to hit by accident, since almost every line has visit history.

The business has used all its visits

How to tell	What to do
Every line, at every location, has stopped taking new joins. The meter on Billing is at 100%, and the join page says This place isn't taking new visitors right now. Please speak to a member of staff. This is the usual answer when many lines stop at once. New joins pause when the location's trading night ends (normally midnight, or later for a location open past midnight); everyone already waiting is still served.	The owner changes package on Billing, or checks the extra visits setting. A new package starts today with fresh visits. See Billing & packages and Extra visits.

How to tell

What to do

Every line, at every location, has stopped taking new joins. The meter on Billing is at 100%, and the join page says This place isn't taking new visitors right now. Please speak to a member of staff. This is the usual answer when many lines stop at once. New joins pause when the location's trading night ends (normally midnight, or later for a location open past midnight); everyone already waiting is still served.

The owner changes package on Billing, or checks the extra visits setting. A new package starts today with fresh visits. See Billing & packages and Extra visits.

Outside opening hours

How to tell	What to do
The join page says the line is closed. Lines follow their own open hours and close automatically outside them (and reopen automatically too) — before opening, after closing, or on a break or special day.	Open Line settings → Open hours and confirm today's hours, or set the line to always-open if it should never close.

Full or paused

Two settings in Line settings → Capacity & limits can hold new joins.

Pause new joins is a manual switch for a rush or closing soon. While it's on, the line takes nobody new — people already waiting are unaffected. Turn it off and people can join again straight away. The same switch is the Pause joins / Resume joins button on the Queue. If every line at a location is paused for a while, the owner and managers also get a red-bar stop with a Resume joins button.
Capacity cap is a maximum you set. Once the line reaches it, new joins pause on their own and the join page says "The line is full right now." Serve some people down, or raise or clear the cap.

Billing isn't healthy

How to tell	What to do
A payment failed. You have 14 days of grace with your full package, then the business drops to Free's 100 visits a month. Joins are only paused if the visits are used up.	The owner updates the card from Billing. It affects the whole business, not one location.

An archived line's join code still works On purpose — its join code still resolves to a page that says "This place isn't taking new visitors right now. Please speak to a member of staff." instead of dying on a dead link, so a poster already on the wall shows an honest message.

Still nothing after all six? Confirm the QR or link people are using points to this line — an old poster may point elsewhere — then contact support with the line's name.