FAQ
Quick answers to common questions, grouped by role.
#Members
My payment succeeded but my membership isn’t active.
Check payment history first; confirmation can lag a few seconds. If money left your account but nothing shows, message your gym in chat.
Why can’t I check in?
For self check-in you must be inside the gym’s radius, and many gyms also require an active plan. See Checking in.
Can I pause my membership?
Yes. Request a freeze. Approved freezes extend your end date.
How do I sign in?
With your Qviple account, using a password or a code sent to your phone. There is no Google, Apple, or email sign-up. See Signing in.
The app says my account is not linked to a gym.
Ask your gym to add you. See Joining a gym.
#Gym owners
How do I add lots of members quickly?
Use bulk import from an Excel file.
How do I record a cash payment?
On the member’s profile, choose Record payment. See Collecting payments.
Where do I find GST figures?
Payment exports in the Reports hub include GST, and each payment can have a GST document. See Receipts & GST.
How do I register my gym?
Gyms cannot sign up on their own. The Gym Incognito team sets up new gyms. Email support@gymincognito.com.
#Brand owners
How do I switch between my gyms?
Use the gym switcher.
How do I add a new gym?
Brand owners add a gym from Brand HQ; it opens once Gym Incognito approves it. For a new standalone gym, email support@gymincognito.com.
How do I give someone owner access?
Email support@gymincognito.com. Staff roles inside your gym are handled in staff management.