Get in touch
Most common questions are answered below. If you don't see what you're looking for, the form at the bottom goes to a real person — we reply within one business day.
Before you write in
My payment failed — how do I fix it?
Open your client dashboard and click Billing → Update payment method. Your card will retry on the next daily cycle (usually within 24 hours). If it's still failing after you've updated it, use the form below and we'll look at the Stripe side.
How do I cancel or pause my membership?
Open your dashboard and go to Billing. Cancel takes effect at the end of the week you've already paid for — no additional charges. Time away (vacation, medical, travel) is self-serve on the same page with 7 days notice; anything sooner, use the form below with your dates and reason.
I missed a session — do I get credit or a make-up?
Sessions you miss (no-show, running late) don't carry over — that policy keeps the schedule fair to your coach and the client after you. Sessions your trainer misses or moves are automatically credited to your next weekly invoice. If something looks off in your credits, send us the session date via the form.
I want to switch trainers or time slots.
Slot changes are handled by us — use the form below with the time you'd like and we'll schedule the switch (it takes effect on a Monday; you'll see it on your Billing page and can cancel it there). Switching trainers also goes through the form: include your current trainer, preferred trainer, and reason.
How do I update my goals, injuries, or medical info?
Your dashboard's Profile tab is where to update your health status — new injury, surgery, medication change, or a condition that has resolved. Each update creates a dated, signed entry on your health timeline (your original waiver stays as the permanent baseline). Posting an update notifies your trainer so programming can be adjusted before the next session. Goals and dietary preferences also live on the Profile tab and are quicker to update.
I'm locked out of my account.
Use the "Log in" button, then "Forgot password?" to get a reset link. If the reset email doesn't arrive within a few minutes, check spam, then use the form below with the email address you used to sign up — we can reset it manually.
I haven't signed up yet — can I ask a question first?
Absolutely. Use the form below with the topic "General question" and we'll respond within one business day. If you're ready to train, booking a first session is the fastest way to evaluate whether we're a fit — billing is weekly with no contract, so you can cancel anytime and never pay beyond the week you're in.