Troubleshooting

I cannot sign in

Covered in full on Signing in: lockouts, forgotten passwords, and two-factor codes.

The single most common cause is an email address that is not the one your gym has on file. Your coach can tell you which one it is.

I am not getting notifications

Two switches have to be on, and people usually only check one.

1. In the app. Settings → Notifications, and the channel you expect is on. See Account settings.
2. On the device. Your phone's own settings must allow notifications from the Kraken App. On iPhone: Settings → Notifications → Kraken App. On Android: Settings → Apps → Kraken App → Notifications.

For browser notifications there is a third: press Enable in Settings, and allow the prompt your browser shows. If you dismissed that prompt once, the browser remembers the refusal and will not ask again, so clear it from the padlock icon in the address bar.

Camera or microphone will not work

Recording a check-in or taking a progress photo needs permission, and a refusal is remembered.

• iPhone: Settings → Kraken App → Camera / Microphone.
• Android: Settings → Apps → Kraken App → Permissions.
• Browser: the padlock icon in the address bar, then reset the camera and microphone permissions for the site and reload.

My data looks wrong

A number is missing. Data from a connected app can take a few hours to arrive. Check Integrations before assuming it is lost.

A number is wrong. Anything you entered by hand, you can edit: open the entry in Progress and change it. Data from a connected app has to be fixed at the source, then re-synced.

A session count looks wrong. That is your gym's to check. See Membership and billing.

A booking link will not work

Booking links expire, only reach a limited number of days ahead, and need a banked session to spend. Which of those is stopping you is covered in Bookings. Your trainer can send a fresh link.

The app is blank, stuck, or out of date

In order, stopping as soon as it works:

1. Close the app fully and reopen it.
2. In a browser, reload the page. Hold Shift while clicking reload to bypass the cache.
3. Check for an app update in the App Store or Google Play.
4. Sign out and back in.

If it survives all four, tell us. That is a real bug and we want it.

Something looks different from this guide

The app is updated regularly and your gym controls which features are switched on, so a screen may not match exactly. If a guide here is plainly out of date, tell us, because a stale help page is worse than a missing one.

Nothing here fixed it

Contact support. Bring the five things listed on that page and we can usually answer in one reply instead of four.