Members App - Helping members with issues
This document will assist you in helping your members get the Gym Insight Members App installed and registered.
For general information on how the Members App sign-up process works, see this article.
Common Member Questions and Solutions
What should the member do when they see the Welcome screen?
What should the member do when they see the Register screen?
What should the member do when they see the Login screen?
What should the member do when they see the Find My Provider screen?
What to do when the member sees "A digital keytag has not been assigned"?
What to do if certain features are not showing up in the Members App?
What should the member do when they see the Welcome screen?
This is the first screen that a member will see when they download the Members App. Normally, they will click the Register button to create their login for the app, however, if they have logged in before, such as when re-installing the app, they should click Login, and sign-in with the email and password that they previously registered with.
What should the member do when they see the Register screen?
When the member clicks Register after installing the application, they will be taken to this screen to create a login for the Members App. They provide their name, email, and a new password for their account. After registering, they will receive an email with a button that they must click to finish the registration process.
If the member already has a login from a previous registration, they can click the Login Here link to login with their current email and password.
What should the member do when they see the Login screen?
If the member needs to login again, or if they chose Login after installing the Members App, they will enter the email and password that they previously signed up with.
If they do not yet have an login, they can choose the Register Here link to create their Members App login.
If they cannot remember the password they previously used, have them select Forgot Password?
What should the member do when they see the Find My Provider screen?
If the member sees this screen after logging in or completing registration, it means that the email address they used does not match an email on one of your accounts in Gym Insight. They likely used a different email address than what you have on file, or their account in Gym Insight is missing the email address.
The best way to handle this situation is to update their account in Gym Insight with the email address that they use to log into the Members App. After updating their account, they can either restart the Members App, or click the Find My Provider button, and they should be able to complete the sign-up process successfully.
Alternatively, you can find the Access Code in Gym Insight, by going to their account, viewing the member, and locating the Access Code on the Member Logins tab. This code can be provided to the member, and they can enter it by clicking the Enter Code button.
What to do when the member sees "A digital keytag has not been assigned"?
If this member sees this message:
then you will need to access their account in Gym Insight, view the member, and add a Digital Keytag to the member. The keytag will begin showing after they click the refresh arrow or restart the app.
What to do if certain features are not showing up in the Members App?
If a certain feature of Members App is not showing up in the app for all members, it may be disabled in your location settings. Go to Home Menu -> Applications -> Member's App, and check that the feature is enabled.
