Support · both apps

Getting help

Q: I want to delete my account.

You do not need us for that. In the member app it is Profile → Settings → Danger zone → Delete account, behind a press-and-hold, and it runs immediately. The deletion page walks the five steps and lists exactly what goes and what stays. If you run a gym, that page has the written route for partner accounts.

One address covers the member app and the partner console, and we usually reply within a couple of days. There is no phone line and no live chat, so writing is the only route — and the rest of this page answers the things that come up most, in case yours is one of them.

Write to us

Support request Report a bug Request a feature

Each one opens your mail app with the subject already set. The same three routes live inside the member app under Profile → Settings → Help & support and write to the same place, so if you are already signed in that screen is the shorter path. If this device has no mail app set up, write to [email protected] from wherever you do read mail — nothing is lost by not using the buttons.

Before you send it

What makes the first reply the useful one

Most threads take two days because the first message needs a follow-up question. These six lines usually remove it.

Include these

Which app you were using — the member app or the partner console. They are two different products and the fix is rarely the same in both.
Your gym's name, and the city it is in.
The date, and roughly the time. A session we need to correct is found by its timestamp, and "last Tuesday evening" is usually enough to find it.
What you expected, then what happened instead — in that order. It is the quickest way to tell a bug from a setting.
A screenshot, if there was anything on the screen worth seeing.
Your phone and its iOS or Android version, but only if the app itself misbehaved rather than the data in it.

What we cannot settle for you

A wrong session we can fix — send the date and we will correct the record. These are the ones that are not ours to decide:

What you owe your gym, or whether a fee was paid. That ledger belongs to the gym and is entered by them, so a correction has to come from them.
Prices, membership terms, opening hours, and who is on the roster. Your gym decides those and we do not overrule them.
Anything that happened at the gym itself. We host the console; we are not in the room.
Confirming a duration as proof of attendance. We will correct one that is wrong, but a session is a record of your training, not a timesheet.

Faster than an email

Two problems you can fix at the gym

Both of these have an answer in the room, tonight, without waiting on a reply from us.

The poster will not scan

Dim light, a cracked lens, a poster printed small or taped behind glass — the camera gives up long before anything is actually wrong. Step closer, fill the frame with the poster, and give it two or three seconds without moving.

If it still will not go, ask the desk to check you in by hand. The console has a manual check-in, the visit records normally and it counts towards your streak like any other day. Nobody loses a session to a camera. If the duration then looks wrong, send us the date and we will correct it.

Your gym is not in the app

Ask them for their gym code — six characters, like 7KQ4RM — then open Gyms → Join and enter it. That files a request with the gym, and you are in the moment they approve it. A gym also has to finish its own setup before it can be searched for, so a brand-new one can be a day behind.

If they have not registered at all, send them the partner page. A gym can set itself up in one sitting, free, without waiting on us for anything.

Questions

Asked most often

I forgot to check out. Have I lost the day?

No. Your visit was recorded the moment you checked in, and the streak counts the day, not the length. Three separate things try to end a session: your phone noticing you have left the gym's radius, the app checking the next time you open it, and a sweep on our side that closes anything nobody ever ended. The worst case is a duration that looks longer than your workout, not a missing day.

My duration looks wrong. Can you fix it?

Yes — send the date and roughly the time and we will correct the record. It usually has an ordinary cause: location switched off, a battery that died, background location denied to the app, a gym whose point was set a little loosely at setup, or simply a very large building. None of that makes the app broken, and none of it is worth arguing about, because a session is a record of your own training rather than a timesheet.

The money in the app is wrong.

Every fee you see was typed in by your gym, in the gym's own console, after money changed hands somewhere else — cash at the desk, a transfer, a card machine that is not ours. No payment goes through MyGymDay, so we hold nothing to check it against. Ask whoever took the payment to correct the entry; we can tell you what the console says, but we cannot settle what you owe.

I want to delete my account.

You do not need us for that. In the member app it is Profile → Settings → Danger zone → Delete account, behind a press-and-hold, and it runs immediately. The deletion page walks the five steps and lists exactly what goes and what stays. If you run a gym, that page has the written route for partner accounts.

Is there a phone number or a live chat?

No — support is one email address for both apps, and a reply within a couple of days. Writing has a real advantage: the whole thread — dates, screenshots, what you already tried — is in front of whoever picks it up, which is why most things are settled in one reply rather than four.