The number of users shown in the User Search within Club OS may not directly match the counts in your Active Contract Report from your billing system. This is expected and can occur due to several factors:

• Sync Timing – Updates such as cancellations or accounts sent to collections may not sync to Club OS until the night after the change is made in your billing system.
• Multiple Members per Account – An account in the billing system may include multiple members. Depending on the report you are viewing, you may be looking at the number of accounts rather than members. Clubs with family memberships will typically see more members in Club OS than accounts in the billing system. 
• Underage or Secondary Members – Some secondary members, particularly those underage, may not be eligible to sync to Club OS due to data sharing restrictions.
• Duplicate Records – Your billing system may contain duplicate accounts. Club OS automatically de-duplicates users during the sync process.
• Missing Contact Info – Users without a valid phone number or email address will not sync into Club OS.

Because of these differences, we recommend using reporting tools within each system independently rather than trying to match user counts across platforms.

If you are seeing differences that you believe are not due to any of the scenarios above, please reach out to our support team.