Family member can't scan in

Me and my family member are on the starter+ plan and I can scan into our local gym just fine (included on the plan), but my family member gets a "membership expired" error message when they try to scan in.

I tried contacting wellhub support and they had to "activate" twice for my family member's account for that gym. Well the issue still persisted and they still can't scan in. Tried to contact support again but we'll see...

Anyone else experienced this?