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A member can't sign in

Most often the member hasn't chosen a password yet, or is typing a different email from the one on their profile.

Why it happens​

From most to least common:

  • They haven't chosen a password yet. Finegym never emails a password. A new member's welcome email has a link to choose one, and the link works once, for 7 days. An expired link offers Email me a new link (with the welcome email turned off, they use Forgot password? instead). Until they choose one, signing in to the app fails with "No active account found with the given credentials", the same message as a wrong password.
  • The password is wrong. Forgot password? on the sign-in screen, in the app or on your website, emails them a link to choose a new one.
  • The email isn't the one on their profile. They sign in with the email you have for them. For an email Finegym doesn't know, the app says "No account found for this email". Your website instead offers to create an account, which would be a second, separate account.
  • They're signing in to another business. Each business that uses Finegym has its own accounts, even for the same email, each with its own password. If their email is at more than one business, the app asks them to Choose where to sign in; Sign in somewhere else on the sign-in screen goes back to that choice.
  • They're a child on a family membership. A dependent has no email and no sign-in of their own. The family's manager signs in and books for them, choosing who each booking is for.
  • It's a staff account. Staff accounts can't sign in to the member app ("Only members can access the mobile application"), even with a membership, and members can't sign in to the admin.

Blocking a member doesn't stop them signing in: it stops them booking and checking in.

What to do​

You need the Members permission. The Owner, Managers and Front desk have it.

  1. Open the member in Members and go to the Profile tab. Under General information, check that Email is the address they sign in with.

  2. Under Access, Sign-in access says whether they have set up their account.

  3. Click Send setup link and confirm. They get an email with a link to choose a password, valid for 7 days. Or click Set password, type a password twice, click Save password, and give it to them yourself.

    The Access section of a member's profile, with Send setup link and Set password marked

  4. Ask them to sign in with that email, and to pick your business if the app asks.

To give a child their own sign-in, add an email under General information on their Profile tab, save it, then send them a setup link.

Still stuck?​

Write to support@finegym.io with your business name, the member's email, where they're signing in (the app on iPhone or Android, or your website), and the message they see.

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