Signing in

Sign in with the email address your gym has on file and the password you set when you activated your account.

Two-factor codes

If two-factor authentication is switched on for your account, signing in asks for a six-digit code after your password. Depending on how your account is set up, that code comes either from an authenticator app or from an email we send you. If you have both, the authenticator app is used.

The step has a five-minute window. Let it run out and you simply start again from the email and password.

Trust this device

Ticking Trust this device skips the code for seven days on that browser or phone. Two things end that trust early:

• Changing your password or your two-factor settings clears every trusted device on the account.
• The trust is tied to the network you were on. Move to a noticeably different connection and you will be asked for a code again.

Do not tick it on a shared or public computer.

Forgotten password

Choose Forgot password on the sign-in screen and enter your email address.

You will always see the same confirmation, whether or not there is an account for that address. That is deliberate: it stops a stranger using the form to work out who has an account. If no email arrives, the most likely reason is that the address is not the one your gym has on file. Check with your coach.

Reset links can be used once. Following an older link after you have already reset the password will not work, so request a fresh one.

Locked out

Ten failed sign-in attempts lock further attempts for thirty minutes. The sign-in screen starts warning you once five attempts remain, and shows a countdown while the lock is in effect.

The lock applies to the combination of your email address and the network you are on, so it will not follow you around and it cannot be used by someone else to lock you out of your own account.

Waiting it out is the fix. If you need in sooner, your gym can clear the lock. Contact support.

Signed out unexpectedly

A sign-in lasts about 48 hours before you have to enter your password again. Changing your password signs out every other device, which is what you want if you are changing it because you are worried about someone else.

If you are being signed out far more often than that, tell us which device and browser. See contact support.