Troubleshooting
Start with the account and gym you are using. Many access problems come from an unlinked profile, a different selected gym, or a role or module setting.
I cannot sign in
Use the method associated with your account: email and password, Google, or Apple.
For a forgotten password, use the password-recovery option in the email sign-in flow. If you usually use a social provider, try that provider first.
After signing in, open Account to review your connected methods. Manage account and sign-in settings.
Email and password stopped working after social sign-in
If the original email-and-password method was unverified, signing in with a verified social provider can change which sign-in methods remain available.
Sign in with the verified provider, open Account, and review the linked methods. Use the offered password setup and verification steps if you want to add email-and-password access.
My gym does not appear
- Check that you signed in to the account whose QR code you showed staff.
- Open Join App and use Refresh.
- Ask staff to confirm the account is linked to your existing member profile.
Follow the joining guide. Creating a second account or another gym app will not repair the existing connection.
I work at the gym but cannot see the Admin Panel
Being a member or having the job title “trainer” does not automatically grant staff access.
Ask the person who manages team access to check your linked account and staff permissions. Also confirm that you have selected the correct gym.
A colleague sees more staff tools than I do
The Admin Panel shows the tools available to your role. A colleague may have access to configuration or other tasks that are outside your responsibilities.
Some tools also depend on enabled modules or plan allowances. Understand staff access.
My membership is missing or incorrect
Check the selected gym and ask staff to confirm your profile, validity dates, and payment record. Account registration does not automatically create a membership.
Understand your membership view.
Workouts, body metrics, opening hours, or occupancy are missing
Your gym decides which modules and widgets to enable. Some services can also depend on an active membership.
Members should ask staff. Staff with configuration access can check module and display settings.
My check-in code will not scan
Keep the code visible, check camera permission or the reader connection, and ask staff to try again. Staff can use the manual check-in option when appropriate.
Member check-in instructions · Staff check-in instructions
A page does not load or shows an error
Check your connection and update the app or browser. Reload the affected view and retry the action once.
If the issue continues, note the page, device, app or browser version, and the error message. Contact the right support team.
I need a feature I cannot find
Check feature availability and requests. For a requirement that affects your rollout, confirm its availability with Gymplify before relying on it.