Reporting Bugs or Problems to Tech Support

When everything is working as expected, gym management software is a wonderful thing! But when it’s not, it can cause a lot of headaches.

If you ever run into a bug using our app, here are some tips to help get us all the necessary info so we can resolve the problem quickly.

Notify Tech Support: You can email our tech support inbox directly: [email protected].

What to Include in Your Bug Report:

1. Please mention that you have run into a BUG in the subject line along with a brief overview of the issue. This small detail will help our team recognize a bug report at a glance.
2. In the body of your email, please include a detailed description of the problem you have encountered, the steps to reproduce it and the end goal of what you’re trying to accomplish
3. If you have specifics such as: client(s) name, the plan, group or calendar please be sure to include all this information. The more information you provide, the faster we can get started on finding a resolution.
4. ALWAYS include a screenshot or screen-recording when appropriate. This will help make sure we’re on the same page.  When in doubt, SCREENSHOT…  (This page will show you how!)
5. Here is an example of a clearly reported bug:

1. On the Dashboard, I click to open my Plans tab
2. I click the clone icon for the Adult Phase 5 plan that I'm trying to copy
3. I see the "Cloning plan..." message and expect it to be copied when I refresh the page, but there is no copy available after I refresh.

How to Troubleshoot Device Problems:

WEB PORTAL:

1. If you are using the web portal, start by clearing your cache & cookies,, then close your browser completely and open a new one.
2. Next try opening up an incognito or private tab and see if the problem persists.

iPHONE OR ANDROID APP:

1. Check your internet and WIFI connection: If spotty, move to a location where you have a strong, consistent connection.
2. Try logging out completely and then logging back in. This will refresh your data to make sure everything is up to date with the latest settings.
3. If you have signed back in and are still having the same issue, please try deleting and re-downloading the app – Sometimes the installation process has a glitch which can cause even more complex issues later on.

Thank you for your assistance with getting these problems resolved quickly and efficiently!