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Quick Fixes for Common Technical Problems

Having problems accessing Video Classes, making a Class Reservation, or just logging in to the Mobile App? Here are some solutions to the most common problems…

I’m not ready to come back in person; can I still take video classes?

Yes! But you’ll need to reactivate your membership. All active members can take our live and recorded video classes. We offer several live video classes every day, and hundreds of pre-recorded ones for on-demand viewing. Getting access is simple. Go to our website and click on Live Access on the main menu to open the Video Workouts page. In the “Already a Member” section, click on “Request Access.” Fill out the form and submit. Then log-in using the user name and password you just created. That’s it!

Where can I see what today’s live video classes are?

You can tell which classes are being broadcast as live videos by looking at the class schedule. Video classes will indicate “Video Class” as the class location, and on the website, they will have an “ONLINE” button that links to the live video viewing page.

I signed up for the Workout Videos but, I’m having a problem accessing them.

Make sure you are logged in and your membership is up to date. If you have already reactivated go to our website and click on Live Access on the main menu and then click “Watch Now.” You may just simply have to log in again. If you are unsure of your password click “forgot password” A new password will be emailed to you. If you are still having problems logging in email [email protected]


I’ve rejoined, and I want to take a class. Do I have to sign up ahead of time?

Yes. Because class sizes are limited to enforce social distancing, we are requiring members to pre-register for any class they wish to take. It’s very easy to do! Using the app, tap on the Find a Class tile, and locate the class you want to take. The class description will show you how many spots are left. If there are spots left, simply touch the class, and tap Book Class at the bottom of the screen. You can reserve a class starting 24 hours before the class. You may cancel without charge up to 6 hours before the class. There is a $10 no show fee if you fail to cancel before the 6-hour deadline.

I want to take a class but its full…

You can join the waitlist. You have two ways to do this. One, on our website, click Programs on the main menu, then select Register for a Class. Find the class you want to enroll in. If it is full you will see a Join Waitlist button on the far right. Click it. You’re on the waitlist and will be notified if a spot opens up in the class.
OR: Call us! We’ll add you to the waitlist. You will get notified if someone cancels and you can reserve a spot in the class.

I can’t get into the app…Or, I can get into the app, but I can’t book a class.

The most likely reason is that your membership hasn’t been reactivated, or that you have logged in as a guest, not a member. You may also need to upgrade the app. Here’s what to do:

If you are trying to sign in and the app is telling you your membership is inactive…Just call the gym or stop by and tell the desk you are ready to come back and reactivate. It is that easy and we will have you up and running in minutes.

If you are in the app and get the following error message when trying to book a class: “Request failed. Please try again later.” (see above)
You are most likely signed in as a guest, not a member.  (Another tell-tale sign to see if you are signed in as a guest is if your app gives you the option for a guest pass or to join now.) If you are dealing with this issue here is what you need to do:

  1. Click the circle in the left-hand corner. It should say Hello, Guest. At the bottom click “Sign Out”
  2. Click: Login/ Sign up. If you have used your phone to check-in at the desk with your barcode you probably have an account. Log in with your email and password. If you are unsure what your password is click “forgot password” and an email will be in your inbox in minutes with a new password. Pro-Tip: The email password is usually complicated and case sensitive. Copy and paste the password from your email into your app. It will guarantee accuracy and save you the typo headache. Once you are in the app, you can change your password to something you will remember.
  3. If you don’t believe you ever had an account or are unsure, Click: Create an Account. It will ask you for your basic information and for the barcode on your FI key tag. (see below) Once you enter this information you will be good to go. If it says you already have an account go back to Step 2 and follow how to reset your password.

Still Having Problems?

No worries – we will help you! Stop by the front desk on your next visit or email us at [email protected] and we’ll help you get any technical issues resolved.

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