Frequently Asked Questions

• How do I unlock my account?

  There are some reasons for your account to be frozen, such as:

   

  Using the Gym computer

  - Using the same device to log into multiple gympass accounts;

  - Using different devices to access your account.

  This happens so that we can ensure your safety!

   

  In order to unlock your account you will need to:

  1. Click on Login, then insert your registered information
  2. Select the option “Send unlock instructions”
  3. When you click on this option there will be a field for you to write e-mail in.
  4. Then click on “send unlock instructions”
  5. After that, check your e-mail inbox, and follow the instructions we sent you

  In this process you might need to change your password;

   

  Need more assistance? Contact us at help.me@gympass.com

• Reset your Password

  If you can't remember your password you can always request a reset from the login page:

  1. Head to the login page and enter your email,
     
  2. On the password page select 'Forgot your password?' from the options underneath.
     
  3. Enter the email linked to your Gympass account and you'll then receive an email with a link to reset your password.
     

  Remember your password must be at least 8 characters with at least one uppercase letter, one lowercase letter and either numbers or symbols.

   

  Need more assistance? Contact us at help.me@gympass.com

• How can I pause my plan?

  That’s easy! You just need to log into your account and click on Manage plan

  1. At the bottom, click on the Pause plan button
  2. You’ll be shown some Frequently Asked Questions, click on Select return date
  3. Choose your desired return date
  4. That’s it! Your pause will begin the next day.
  
  Best part is, you will receive a pro-rated Gympass credit for the remaining days of your active membership! This means you won’t lose money if you decide to pause in the middle of your billing cycle, for example :)

• For how long and how often can I pause my plan?

  You can pause your plan for a period between 15 and 90 days and you can do so once every 6 months.

   

• Can I pause my dependents’ plans?

  Not yet! We are working hard so that you’ll be able to do that in the near future.
  In the meantime, If you’d like to pause their plans please reach out to our team. 

• Can I change or cancel my plan while it’s paused?

  Once you choose a reactivation date and you set your plan to be paused, our system will automatically freeze your account. 

  During this period you won’t be able to manage your plan, and instead you’ll need to reach out to us.

• What is Gympass Wellness?

  We know that taking care of your health and well-being doesn't always have to do with going to the gym.

  Sometimes your options may be more limited, or you may prefer to work out in the comfort of your home. Or maybe exercising isn't your thing, and focusing on healthy eating is the best option for you.

  With Gympass Wellness the choice is yours. Gympass Wellness is a digital platform with a variety of services and products, from online workouts (you can choose from running, spinning, yoga, HIIT, and others), to nutritional plans, and meditation. Our partner network is growing every day.

  Gympass Wellness is included in your Gympass plan. All apps availability will be determined by your Gympass plan tier.

• How can I sign up?

  To join Gympass Wellness:

   

  - Access our website and log in to discover our partners and the Gympass Wellness offer.

  - Gympass Wellness is included in your active plan. You will be able to see all the apps you have included and the steps to subscribe to each one

  - You will also receive an email with your subscription information. Save it, you'll need it to request support when you need it.

  - Please note that you must have an active plan with Gympass to use this service.

   

  Please pay no attention to the 8fit activation page that mentions 3 months free.

• Can you access Gympass Wellness without having an active plan in Gympass?

  No, only users with an active plan can access Gympass Wellness.

• How can I use the services of the partners?

  You have detailed step-by-step instructions for each partner on our website or app.

  You will have to subscribe to each partner in order to use their services.

  If you have problems activating your access with any of the partners, please send an email to help.me@gympass.com.

• How many partners can I access per month?

  On Gympass Wellness, you can use as many partner applications as you want during the month.

  We are working every day to increase our network.