Member having trouble logging in to the Member App? Here’s what to check;
First-time login?
- Email = the email used during signup
- Password = the password they set at signup
If forgotten, ask them to tap Get My Login or Forgot Password? on the login screen and follow the prompts.
Using the right app?
- Members need the GymMaster Member App from the App Store or Google Play.
It uses GymMaster branding, not your club’s, which can catch people out
Is your facility set up for the app?
- Head to Settings > Advanced Configuration > General and make sure mobile app access is enabled.
Recent changes not showing yet?
- Updates to the Member App or portal can take up to an hour to sync across all members.
Error: Account doesn’t exist
- Check the email matches what’s in GymMaster under Member Details > Details tab.
Typos or old email addresses are the usual culprit.
Error: Invalid email or password
- Confirm the email is correct and matches their profile.
Reset the password via Member Actions > Change Password if needed.
Error: Login disabled
- Online access may be turned off.
Enable it via Settings > Member Portal Configuration > Member > Enable online login.
Too many failed attempts
- After several incorrect tries, login is locked for 20 minutes.
- Wait it out, then try again with the correct details.
Still stuck?
Open their member profile within GymMaster;
- Double check the email in their profile matches their login email
- Reset their password manually. Member Page > Member Actions > Change Password
- Log in as member to see exactly what they’re seeing; Member Page > Member Actions > Login as Member
Common Questions this Covers
Why can’t my member log in to the GymMaster Member App?
How do I check if the facility is set up correctly for the app?
Which app should my members download?
What should a first-time user do to log in?
How do I reset a member’s password?
Why isn’t the member’s email working for login?
How can I test if the login works correctly?
What if the member keeps getting login errors?