Troubleshooting and FAQ

If none of this helps, open the menu and tap Contact Staff.

I can’t log in

There are usually two reasons:

You haven’t created an account yet. On the login page, tap Sign up at the bottom. Use the same email you pay your membership with.
You signed up with Apple or Google. Your account has no password, so resetting the password won’t work. Log in with the same Apple or Google account instead.

Also try:

On the login screen, tap Help! Can’t login!
Forgotten your password? Use the “forgot password” link on the login page.
If the app shows Failed to get current user, check your internet connection, close the app and open it again.

The menu stays hidden until your profile is complete. Fill in your name, nickname and telephone, add an emergency contact, agree to the Participation Agreement and tap Save.

My nickname is already in use

Nicknames are unique in your gym. Try another one: add a number or an initial, for example Alex_K. Use 3–32 characters: letters, numbers, spaces and _ - ' . !.

It says “Membership not linked”

The app can’t find a paying membership for you, so you can’t book classes.

If you’ve just joined or changed how you pay, open User Profile → Subscription Management and tap Update membership status.
If you pay with a different email from the one you log in with, add it as your payment email and verify it.
If you haven’t joined yet, tap Setup membership subscription (if your gym offers it) or ask your gym.
Still stuck? Tap Contact Staff in the Membership not linked message. Staff can check and link your membership.

My payment failed

Open User Profile → Subscription Management and look under Payments for the Reason.
If your card has expired or changed, tap Update my payment and enter your new card.
Tap Retry payment.
If it says the payment can no longer be retried, contact your gym.

Direct Debit retries take a few working days to collect. See Payments and your card.

A class is full

Join the waiting list. If someone cancels, the first person on the list gets the place and is booked automatically. See Waiting lists.
Or use the filter on the timetable to find another class of the same type.

My check-in was refused

No class is available for check-in right now. You can only check in around the time of a class. Check the timetable for the right time.
You need to be closer to this gym. Make sure the right gym is selected in Settings.
Location problems. Turn on location services and precise location, and allow the app (or your browser) to use your location. Or scan the QR code instead.
The server did not respond in time. Your check-in may have worked; look for CHECKED IN on the timetable before trying again.
Still refused? Show the Location check-in details to a member of staff, or ask them to check you in.

See Checking in for every message.

The app keeps asking for a profile image

Staff need your photo to check you in. Tap Go to Profile, then tap the camera button on your photo (Take Selfie). If the photo is refused, take it again facing the camera in good light. See Your photo.

The timetable won’t load

You see Couldn’t load the class timetable. Check your internet connection and tap Retry, or pull the list down to refresh.

I don’t get notifications

Notifications only work in the iPhone and Android apps, not on the web. Check that notifications for your gym’s app are turned on in your phone’s settings. See Announcements and notifications.

I’m seeing the wrong gym

Open the menu, tap Settings and choose your gym under Gym.

The app is in the wrong language

Open the menu, tap Settings and choose your language. See Settings.

Does deleting my account cancel my membership?

Who can see my details?

Your full name: only club staff.
Your nickname (in your chosen colours): other app users, for example on class lists, leaderboards and votes.
Your photo: only staff, to recognise you.
Vote comments: other members of your gym, with your nickname.