Virtual Lost & Found gives your club a simple way to track found items, let members claim them online, and help staff manage the process in one place.
💡 Good to know: Virtual Lost & Found spans two experiences. Staff add found items from the Club Admin (mobile) app, but manage the item list and claims from the desktop admin under Front Desk > Lost & Found. Members can only view and claim items through the Member Splash app — there is no desktop option for members. If your club hasn't set up the app yet, see Member Splash Mobile App — Admin Setup Guide for install links, QR codes, and setup steps.
What this feature does
Staff can add found items from the Club Admin app by taking a photo. The background is removed and a description generated automatically.
Members can browse found items from their account portal in the Member Splash app.
Members can submit a claim for an item they believe belongs to them.
Members can cancel a claim if needed.
Staff can Confirm or Deny a member's claim from the desktop admin.
Staff can record a walk-in claim directly from the Claims modal by searching for a member, without leaving the current screen.
Large Lost & Found lists support pagination plus status and category filters, making larger inventories easier to manage.
Before you start
Make sure your club has the Member Splash app set up. Members can only view and claim items there, not in the desktop portal.
Lost & Found must be enabled and configured in Settings before staff or members can use it (see below).
If Lost & Found is disabled, staff see an explanatory message directing them to Settings > Mobile App, while members see that the feature is not currently available. Adding or editing items still requires the feature to be enabled.
Make sure your staff know who will review and resolve incoming claims from the desktop admin.
If you plan to use member self-service claims, verify that your club is ready for members to see found items in their account portal.
If you use photos for found items, remember that a shared photo is only removed when no other item still references it.
How to enable and configure Lost & Found
Go to Settings > Mobile App > Mobile App Settings.
Make sure Enable Mobile App is checked.
Under Mobile App Settings, check the box for Lost & Found.
Fill in Lost & Found intro & policy. This is shown at the top of the member Lost & Found page. Use it for a short intro or your club's policy, such as how long items are held. Leave blank to use the default text ("Browse items currently in the lost and found.").
Fill in Lost & Found pickup instructions. This is shown to a member after they claim an item, telling them how to retrieve it. Leave blank to use the default text ("Bring your ID to the front desk to pick it up.").
Click Save changes.
Members and staff won't see Lost & Found in the app until this setting is turned on.
How to add a found item
This is done from the Club Admin app, not the desktop admin.
Open the Club Admin app and tap Lost & Found.
Tap Add Item.
Take a photo of the item. Use Retake if you need to try again.
The app automatically removes the background from the photo.
A description is generated automatically. Edit it if needed, or tap Regenerate for a new version. A microphone icon is also available if you'd rather dictate a description.
Choose an existing Category from the dropdown, or type a new one to create it.
Tap Add Item to save it to your Lost & Found list.
This makes it quick to log an item at the front desk. Snap a photo and the app handles the background cleanup and description for you.
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How members use Virtual Lost & Found
Members use the Member Splash app — there is no desktop option for members.
From the member app's Home screen, members tap Lost & Found under Quick Links.
They can filter by category or search for an item, then browse the list. Each item shows its photo, date found, status (Open or Claim pending), category, and description.
If an item looks like theirs, they tap This is mine.
A Claim this item window opens where they can add an optional note to help staff verify ownership (for example, when they can pick it up), then tap Submit claim.
The item's status changes to Claim pending, and the member sees your club's pickup instructions (set in Mobile App Settings).
If they no longer need the item or submitted a claim by mistake, they can tap Cancel on the item to cancel their claim.
Member claims give staff a clearer way to connect found items with the correct account instead of relying only on manual outreach.
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How staff manage found items and claims
This is done from the desktop admin, not the Club Admin app.
Go to Front Desk > Lost & Found.
Review the item list in card or list view. Use pagination plus the status, category, and search filters as needed. The list shows each item's description, category, status, claims, and the date it was added.
Open an item's claims either by clicking its Claims count (for example, "1 pending") or via the ••• menu on the row. The Claims control is available from list view as well as card view, including for items with no existing claims.
In the Claims window, review the claiming member's account name and number, any note they left, and the claim date. Nested lists in the dialog can be scrolled with the mouse wheel.
Click Confirm to approve the claim, or Deny to reject it.
The ••• menu on each item also has options to Edit the item's details, Reopen a closed item, or Delete it.
How to record a walk-in claim
This is also done from the desktop admin, under Front Desk > Lost & Found.
Open the item's Claims window (via the Claims count or the ••• menu).
Under Record a walk-in claim, choose a search type (for example, Last Name) and search for the member the same way you would at check-in.
Select the member to mark the item claimed on their behalf.
This is helpful when a member stops by in person and staff want to log the claim immediately while speaking with them. The same window has a Reopen item button if you need to reopen the item afterward.