Supporting Members with App Problems

Supporting Members with App Problems

Most app questions are answered from the admin area in under a minute.

First checks

1. Open the member's record and confirm the email, active membership and class access.
2. Ask whether they use the downloaded app or a browser, and get them to close and reopen it.
3. Ask for a screenshot of any error.

Frequent issues

• Cannot book — membership expired, on hold, out of class-pack credits, or the class is outside their plan.
• No notifications — permission declined at install; they re-enable it in their phone settings, then reopen the app. Optional types can also be off under Profile → Notifications.
• Missing feature — it is switched off for the gym, or they are not eligible.
• Wrong result or PR — staff can edit results from the class or member record.

Escalating

If the app itself is faulty, raise a support ticket from your admin Help area with the member's name, their device, the time it happened and a screenshot.