Why are some features unavailable for me or my clients?

Some features will be hidden or inaccessible to some users, depending on organization and user type. 

Login Questions

The login page doesn't load for me on my desktop/laptop, what should I do?

  • Issues of this type can often be resolved by clearing your cache and/or deleting your login cookie.
  • First, try doing a "hard refresh" on the login page (this will clear your browser's cache for the app website only).
  • Navigate to the page you are having issues with (it will be some variation of app.gymcloud.com, app.{organization}.gymcloud.com, or {organization}.app.gymcloud.com)
  • Depending on your browser, use the instructions below to perform a hard refresh:
  • Chrome, Firefox, and Edge on Windows: Press Ctrl + F5 (or Ctrl + Shift + R if the previous option does not work)
  • Chrome or Firefox on MAC: Press Shift + Command + R
  • Safari on MAC: Hold the Shift key and click the Reload button on the toolbar
  • If your page loading issue remains, you may delete your login cookie for "app.gymcloud.com" and "app.{organization}.com" in each browser that you will be using. Make sure you delete only those specific cookies, instead of using a "clear all" option, unless you want to re-log in to all your common websites. Here are some further instructions, depending on your browser:

What should I do if I receive the message, "Invalid email or password," when I attempt to login?

Check to make sure you have entered your email and password correctly. You may use the Forgot Password option if you are unsure about your password. Click or tap Forgot Password and enter your email address, then hit the Send button to receive a password reset email (make sure to check your Spam folder as well as your Inbox). If you are still having issues, submit a Support Ticket.

A common mistake when creating an account is to enter an email address incorrectly. Ex: "bob@gmil.com" instead of "bob@gmail.com". Therefore, when a login is attempted, your email address will not be recognized. If you believe your password is correct and the problem may be with your email address, please submit a Support Ticket.

The Sign In button is unusable on my device, what should I do?

Make sure you have entered your password completely (it must have at least 6 characters). If you are using some form of autofill, try entering your password manually, as password managers can sometimes cause issues with login. If you are still having problems with the Sign In button, submit a Support Ticket.

Payment Questions

Why do I have an email receipt from Training App (by GymCloud)?

We provide training apps for many fitness businesses and organizations. If you have subscribed to a fitness or training service, or have recently purchased a training program, then you will receive an email receipt from our payment processor Stripe.

I believe I was charged in error, what do I do?

Please contact us immediately by submitting a Support Ticket, we will be happy to assist you as soon as possible.

The premium content I paid for has disappeared, how can this be resolved?

This issue is usually caused by a failed subscription payment. If this is the case, you should have received an email informing you of the reason your payment failed and the next steps you should take. After a successful payment, premium content is usually restored within 24 hours. Contact us if you need more information or assistance.