• I'm unable to add a family member

    If you’re experiencing issues adding a family member it may be due to one of the following:

    1. You do not have an active plan
    2. You are not inviting them through the Invite family members option in your account
    3. Your company does not offer the option of inviting family members
    4. The family member you are trying to invite is already registered
    5. You are trying to invite a family member with an email being used in another account
    6. You are using Gympass as a family member yourself. Only corporate users are able to invite family 

    If none of the above reasons resolves the issue please contact us and we will be happy to investigate further for you.

  • My daily token didn't work

    Your token may not have been validated as the gym you attend is not enabled to to accept a daily token.
    Please try and attempt a check-in in order to gain access to the gym.

    Remember: You can only check-in with Gympass once per day, so you'll only be able to attend one partner location per day.

    Your daily token should only be used as a fallback when check-in does not work. If you are experiencing issues with check-in please get in touch with our Customer Experience team to resolve it.

  • I was unable to check in

    Your check-in may not have worked for one of the following reasons:

    1. You do not have an active plan
    2. The gym you are trying to access is not included in your plan
    3. You are not close enough to the gym to perform the check-in (you must be within 200m of the location)
    4. Your visit may have already checked in
    5. You are not logged into the correct account
    6. The physical address of the gym is not the same as the address on Gympass (in this case please contact our Customer Experience team)

    Remember: You can only check-in with Gympass once per day, so you'll only be able to attend one partner location per day.

    If none of the above reasons resolve the issue please contact us and we will be happy to investigate further for you.

  • I'm unable to reset my password

    Your password reset may not have worked for one of the following reasons:

    1. You have requested the password reset email to the wrong email address, it must be the same address as the one in your Gympass account
    2. The reset email has been sent to the spam or junk folder by mistake
    3. The reset email is being blocked by firewall security. Some corporate emails addresses may not allow the delivery of automated emails
    4. You may have requested more than one password reset email and are not using the most recent one
    5. The password reset link has expired as it is only valid for 2 hours
    6. The password you are trying to save is invalid. It must be 8 or more characters with a capital letter and either numbers or characters as well
    7. You are already logged into your account. Remember to log out and then click on the link you received by email

    If none of the above reasons resolve the issue please contact us and we will be happy to investigate further for you.

  • I'm unable to register with Gympass

    You may be unable to register an account with Gympass for one of the following reasons:

    1. You already have an account with Gympass
    2. You are not following the correct steps or using the correct registration credential for your company (This may vary from corporate email address to employee number, national ID or a special promo code)
    3. You are not entering your details correctly
    4. You have not accepted the Gympass Terms and Conditions

    If none of the above reasons resolve the issue please contact us and we will be happy to investigate further for you.

  • I'm unable to change my plan

    If you are unable to change your plan please ensure:

    1. That you are managing your own plan and no one else is paying for it
    2. You have a correctly registered and approved payment method in your account
    3. Your company allows you to make changes to your plan
    4. You are not trying to make changes to your plan on the day that it renews 

    If none of the above reasons resolve the issue please contact us and we will be happy to investigate further for you.

  • I don't want my plan to renew, what do I do?

    If you do not wish for your plan to be renewed and you do not want to continue using Gympass, please cancel your plan in your account settings under the Change or cancel plan section.