new system FAQs

we’re rolling out a new system & waiver from:
mon 21 dec.

all customers will need to create a profile & sign the waiver in our new system — save time & do yours at home before you next come in!

new system.

1. how do I create a new profile & sign a new waiver?

there are two ways that you can create a new profile — at home via our customer portal, or using our tablets in haus.

at home.

  • visit blochaus.portal.approach.app & select:
    • sign a waiver — choose your location — select ‘create account’ — fill in your details — enter the verification code sent to your email.
    • complete your profile & sign your new waiver — check your pop-up blocker if you’re having trouble as the waiver will open in a new window.
    • congratulations! you’re now on the new system — see our counter crew when you’re next in haus to add your photo & finalise your profile.

in haus.

  • visit our new tablet station & select:
    • ‘create profile’ — follow the prompts to fill in your details & sign your waiver.
    • head over to our counter crew to add your photo & finalise your profile.

2. what about kids under 18?

it’s easiest to create profiles for your whole family at once, but always start with the parent & go from there.

anyone under 18 needs to have their waiver signed by a parent or guardian over 18 — this can be done at home via our customer portal, or using our tablets in haus.

at home.

  • if you haven’t already — the parent or guardian should first create a profile for themselves in our customer portal.
  • click on the profile icon in the top right & select ‘household’ & select:
    • ‘add a household member’ & complete the profiles for any under 18’s under your care.
    • then go to sign waiver & make sure the boxes are ticked for all members of your household — check your pop-up blocker if you’re having trouble as the waiver will open in a new window.
    • you’re done!

in haus.

if you don’t already have an account:

  • visit our new tablet station & select:
    • ‘create profile’ — follow the prompts to fill in your details & sign your waiver.
    • select ‘add dependent’ on the next screen & follow the prompts to add any under 18’s.
    • make sure the boxes are ticked for all members of your household, then sign the waiver.
    • head over to our counter crew & they will take your photos to finalise your profiles.

if you already have an account for yourself:

  • talk to us at the counter & we can help you create & combine multiple accounts into one household.

3. what happens if I have a paid in full or 10-pass from the old system?

don’t worry, you won’t lose it! on your first visit from 21 dec, just check in with our counter crew & they will carry it over for you.

4. what happens to direct debit memberships?

​all ​​direct debit memberships currently held through Debit Success​​ will be cancelled from 21 dec.

if ​you’d like to renew this membership under our new system & keep your current rate, you’ll have until 17 jan to get in touch with us & we will organise it for you — memberships in our new system will no longer have a ​set ​membership term or other fees, just a 30 day notice period for any cancellations — our standard membership rate beyond 17 jan will be $30 per week.

5. how do I check in under the new system?

we’ve said goodbye to membership tags!

if you have a membership or 10 pass, you are able to check yourself in using the tablets we have in haus, or our QR code scanner — for all casual visits, our counter crew will process your pass & check you in.

tablets.

  • search for your phone number (make sure to drop the zero) select:
    • ‘your profile’ – check in – done checking in.
    • you’re ready to climb!

QR code.

for iOS devices: 

  • ask our crew to email you your ‘check-in barcode’.
  • open the ‘checkin.pkpass’ attachment at the bottom of the email.
  • click ‘add’ in the top right-hand corner.
  • your PK pass is now in your Apple wallet & you’re ready to scan yourself in for your next visit!

for android:  

  • ask our crew to email you your ‘check-in barcode’ 
  • download a digital wallet app such as ‘stocard’ 
  • open the ‘checkin.pkpass’ attachment at the bottom of the email.
  • follow any prompts to add to your chose wallet app.
  • you’re ready to scan yourself in!

at the counter:

  • tell us your name at the counter & we’ll take care of the rest!

6. help — I’m locked out of my customer portal account.

issues with verification code?

  • go to the customer portal via our website.
  • enter your email & password & click ‘log in’.
  • a message will appear to let you know the account needs to be verified first, click ‘send code’.
  • you will receive an email with a verification code, enter this into the ‘verification code’ field & click ‘finish’.
  • your login is now set up!

reset password:

  • go to the customer portal via our website.
  • click ‘reset password’.
  • enter your email address & click ‘send code’.
  • you will receive an email with a verification code, enter this into the ‘code’ field, as well as your new password & click ‘submit’
  • your password has now been changed!

7. how do I buy a pass/membership?

at home.

  • sign into the customer portal via our website.
  • click ‘purchase pass/membership’ & select your location in the pop up.
  • checkout following the prompts.
  • get excited for your next climb!

in haus.

  • check in with one of our counter crew & they will process for you!

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