Signing In, Passwords & Keeping the App Updated
Almost every "the app isn't working" problem is one of three things: the wrong email address, an out-of-date app, or a session that needs refreshing. Work through these in order before contacting your gym.
Signing in
- Open the app and enter the email address your gym holds for you. If you are not sure which one that is, it is the address your gym emails land on.
- Enter your password and tap Sign in.
- If this is your first time, use the link in your welcome email to set a password before signing in.
Forgotten password
- On the sign-in screen tap Forgot password.
- Enter your email address. A reset link arrives within a couple of minutes.
- Check your spam or junk folder if it has not appeared after five minutes.
- Open the link on the same phone so it hands you straight back to the app.
Keeping the app up to date
Install updates from the App Store or Google Play as they appear. Older versions can miss new features and occasionally stop notifications working properly. Turning on automatic app updates on your phone means you never have to think about it.
If something goes wrong
- "No account found" — your gym may hold a different email address for you. Ask them to check it rather than creating a second account.
- Stuck on a loading screen — close the app fully (swipe it away) and reopen it. If it persists, check your phone has signal or Wi-Fi.
- Signed out unexpectedly — simply sign in again. This can happen after a long period without opening the app.
- Screens look out of date — pull down on the screen to refresh, or close and reopen the app.
Still stuck? Message your gym from Messages or raise a ticket from the Help screen and tell them which step above failed.