Is Fitness Connection down or not working today?

The Fitness Connection app says it can't locate you in the system

You need an app account first, with the email on your membership and the home club where you signed up.

• Create an app account before logging in, using the email associated with your membership and your original home club.
• If it still fails, contact your club.

The app says your email already exists

Your email is linked to another account, such as an old, guest or family member's account.

• Sign in with your username and password, select OK instead of Get Help on the error, then enter a different email address.

You forgot your Fitness Connection app passcode

The app emails you a new passcode.

• Select Log In, choose Forgot your Password?, and enter your email.

Your Fitness Connection temporary password doesn't work

Temporary passwords are case-sensitive, and copy/paste can add extra spaces.

• Retype it carefully, checking every character and removing extra spaces.

You can't log in to the Fitness Connection member portal

Your ID and password are your FC key tag number, with FC capitalized; you're asked to change the password the first time.

• Find your member number on your FC key tag or membership agreement and use it to log in.

You can't get into the Fitness Connection club

Members scan their QR code or key tag at the external scanner, then check in at the front desk.

• Scan your QR code in the Fitness Connection app or your membership key tag at the entrance scanner.

Your workouts from another app don't show in the Fitness Connection app

There can be a slight delay before workouts sync from a third-party app or device.

• Log out and back into the third-party app and the Fitness Connection app; if it continues, email digitalsupport@egym.com.

You need to update your Fitness Connection payment information

The app shows your transaction history and lets you update payment information.

• Log into the app, select the profile button in the top left, then Manage Account.

You want to cancel your Fitness Connection membership

You cancel by phone, in person at your home club, or by certified mail; it takes effect 30 days after it's received and payments scheduled in that period are still charged.

• Call Member Services at 800-922-7898, Monday–Friday 8AM–6PM CST, or visit your home club.
• Or send a written request by certified mail to Fitness Connection, 2517 Midway Road, Carrollton, TX 75006.

You were charged an annual fee by Fitness Connection

An annual fee is billed once a year, on a date that depends on when you started; your agreement has the details.

• Check the annual fee section of your membership agreement.

You need to pause your Fitness Connection membership

In certain circumstances you may be able to freeze it for a short period.

• Contact Member Services at 800-922-7898.

You need help with your Fitness Connection membership

Member Services answers by phone on weekdays; the website chatbot is available 24/7, and your local club can help too.

• Call Member Services at 800-922-7898, Monday–Friday, 8AM–6PM CST.
• Use the website chatbot, or call or visit your local club.