Not getting access to the gym

I recently signed up for a black tag. I cannot get any access to the gym my tag keep on giving me and access denied error no body got back to me planet fitness in soneike kuilsriver staff is unprofessional. I waited for 10 minutes before i could access the gym because other people was entering the gym before me. This is bad bad services i advise people not to join the gym at kuilsriver this has been going on for a month already. So long planet fitness is getting there money it fine.