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Key Updates to Share with Members

YFit App Setup

Class Reservations - Member Directions

Day of: User Experience 

Registering Members for classes - Staff Instructions

Troubleshooting & FAQ

• I did not complete the task to ‘link’ my EGYM account with my Ymap account.
• A member’s email is different on EGYM than it is on their Fisikal/Personify account
• I successfully logged in, but I cannot view schedules
• YFit Account is Locked
• Changing EGYM ID Password
• Changing EGYM ID email
• Notifications or Bookings are under or going to Spouse's Email/Name

Special Memberships

• Nationwide- How to Register for Classes
• Trial Pass Users- How to Register for Classes
• Day Pass & Guest Pass Users- Can they Register for Classes?
• Children/Youth - How to Register for Classes
• Program Facility Access Memberships (Livestrong, DPP, Health Transitions) - Can they Register for Classes?
• Memberships on Hold- Can they Register for Classes? 

Customer Service Reminders

• A redesigned interface and streamlined user experience
• The ability to link your Y Fitness app to many current fitness tracking technologies, such as Apple Fitness, Strava, Fitbit, Garmin, and more.
• Improved communication - new scheduling interfaces allowing us to better communicate class changes and cancellations to registered participants.
• Real-time Class Updates – get immediate notifications about schedule changes, instructor substitutions, or cancellations.
• Personalized Fitness Tracking – track the classes you attend and your fitness journey through the app.
• Easier Class Sign-ups – view and register for all group exercise classes in one place – no more calling or checking at the desk.
• Accurate Attendance = Better Planning – helps the Y collect real data on participation so we can add classes when demand is high, support instructors with accurate rosters, allocate space and equipment properly, and add additional classes to the schedule.

Website Landing Page - Information for Members

For Members who already have the Yfit App 

Staff script: "You’ll want to log in using the same info you use for the app—not the website. The app and the website have different logins. Once you're in, I’ll show you how/talk you through how to register for your class right from this screen. Next time, you can register from your phone to make it even faster!"

• See troubleshooting section for login challenges

For Members who need to download the YMCA of Silicon Valley Yfit App

Search for the app by typing, "YMCA of Silicon Valley" - this ensures the correct app is downloaded.

• Apple Store Download
  • Member App Setup Video Instructions
• Google Play Store Download
  • Member App Setup Video Instructions
• Provide the member with the Facility Access number to input as barcode information.

Members who do not want to install the YFit app and do not have an existing EGYM account

• Use the YFit app to help the member create an EGYM ID.  

  • Logout of your personal EGYM ID.

    • Sign-up for the member

• Type in their Personify email address. If they have an EGYM email address, use that one. If they do not, use their Primary email address. Click continue. 

• Select YMCA membership location from Personify profile.

• Using Personify profile, complete APP profile. Create a password (suggested - SVYMCA96!) and click Continue

• Click Accept Selected in the privacy screen. 

  • In some instances, an error message pops up. Click away from the screen and go back. In most instances, the error resolves. 

  

   

• Before you log out of the app, next go to the schedules tab and attempt to access a the group exercise schedule. Next, log out of the app. Wait five minutes, and log back into the app. Log back into the app, and go to the Schedules page. 

  Go to the members client account in Fisikal and go to their Identities tab and confirm there are three line items.

   

  Then, ask the member to log in online. 

  If the member is in person, confirm account information with member so they may make reservations online. If the member is not in person, email these instructions to them:

  Your log in profile to book classes via our website schedules page is complete.
  
  To log in, please try the following steps:

  • https://www.ymcasv.org/group-exercise-schedule
  • Select your YMCA location and class
  • Click the Book Button
  • At the log in screen, your email address is your username.
  • Your password is SVYMCA96!
  • You can change this password after your first sign in by using the Forgotten password? link on the log in screen
  • Move forward with your class booking.

LOG OUT of the member account on your App.

App Refresh Notifications:

Members will see an error message similar to the below graphic alerting them to update their app.

How to make a reservation - Video Instructions (last 11 minutes)

• Using the App
  • From the Home screen, click on Schedules
  • Scroll to select the type of schedule you want – group exercise, court sports, pool, or special events.
  • Use the filters at the top of the screen to select your preferred locations, categories, or trainer.
  • Select the desired class, press Book Class
• From the Website
  • Go to Schedules
  • Use the filters at the top of the screen to select your preferred locations, categories, or trainer.
  • Find the desired class and click on Book
  • Log into account with EGYM/Ymap login
  • Once logged in, navigate to the desired class and click BOOK. (Home branch and current day schedule populates upon login. Can filter branches, trainers and/or services.)

Tips

• You can register for next week’s class/session offering when the current class ends. Class bookings open 6 days, 23 hours prior to class start time.
• Plan and register early, especially for impacted classes.
• Set app reminder to avoid missing registration windows.

End-user Expectations

• Make a reservation – staff will help onboard members in the first few weeks and reinforce the need to make a reservation. Within a short time, branches will start mandating reservations for all classes.
• Members with class reservations may scan-in up to 90 minutes before a class begins and will be automatically checked into the class.
• Back-to-back classes – check the studio app to ensure you are checked in for additional classes
• Members will receive an email reminder notification 2 hours before a booked class.
• Cancel your registration in the app as early as possible to free up space for others.
• Practice good habits early. Future restrictions will be imposed on chronic no-shows that may limit participation.
• Arrive for your class early/on time. For impacted classes, your space will be forfeited to waitlist participants at the start of class.
  • Late arrivals: more than 10 minutes - should find an alternative workout to avoid disrupting the class already in progress
• Reservations vs. Appoints - there is a BOOK button in the top right-hand corner of the website. This is to book an appointment like a wellness consultation which is not currently available. Members should not use this button.

The member is registered for a class and scans in:

• If the scan is within 90 minutes of class start time > the Member will appear as checked into the class within five minutes on the Studio App
• Members can check the class roster on the Studio App to see that they are marked ATTENDED. If it shows 'NOT ATTENDED', tap that on-screen to mark it as 'ATTENDED'.

The member is not registered for the class and scans in:

• In Studio App – STAFF (Group Ex) or MEMBER
  • Find class listing in Timetable of Today’s Classes and click > arrow.
  • On the Class Details page, select Add New Attendee +.
  • Enter member name or email address in ‘Search clients’ field
  • Select the Check circle box (it highlights blue once selected).
  • Click < back (top left corner) to return to class roster.
  • Tap the NOT ATTENDED bubble to mark as ATTENDED.
• In Fisikal (Staff only)
  • Navigate to ‘Schedules’ for Branch Location
  • Select Group Exercise Tab
  • Find the class in the list and click on the name to bring up a pop-up window
  • Select ‘Clients & Status’ button
  • Enter member name or email address in the ‘Start typing’ search box
  • Select the member’s name from the drop-down list
  • Click the ADD button to add a member to the roster
  • Click the Not Attended (orange) button to mark as Attended

Members will receive email notifications for each class booked. Members can see their upcoming classes in the App on the My Bookings page. In Fisikal, Staff can view members' class lists by spoofing their account and accessing the My Schedule tab, which is available by Day, Week, or Month. Members receive a reminder notification 24 hours prior to the class.

Please do not change anything on the Fisikal client records. Changing information in Fisikal is not going to solve a problem with a member account and likely will make the situation worse. Please escalate the issue if needed.

In the Studio App (Group Ex Staff) – Same day only

• Find class listing in Timetable of Today’s Classes and click > arrow.
• On the Class Details page, select Add New Attendee +.
• Enter member name or email address in ‘Search clients’ field.
• Select the Check circle box (highlights blue once selected)
• Click < back (top left corner) to return to class roster.

In Fisikal – to register multiple members into one class

• Navigate to ‘Schedules’ for Branch Location
• Select Group Exercise Tab
• Find the class in the list and click on the name to bring up the pop-up window
• Select ‘Clients & Status’ button
• Enter member name or email address in the ‘Start typing’ search box
• Select member name from the drop-down list
• Click the ADD button to add a member to the roster
• Repeat steps e-g for additional members

In Fisikal – to register one member into multiple classes

• Navigate to Clients
• Enter member name or email address in the ‘Start typing’ search box, hit enter
• Click Search by ‘text entered’ and hit enter
• Select the member from the list to see their profile
• Click on Spoof to act as them
• Select Schedule (Group Exercise, Pool, Court Sports, Special Events) for the type of classes you want to register for.
• Location will default to Home Club, click on that Branch Name button, select another branch, then Apply Filter to switch locations
• Navigate to the day of class
• Select BOOK and click Yes, continue with booking to confirm adding them to the class roster
• Repeat steps f-h to register for additional classes

In PRO app – Instructors only, for their own class

• Select the upcoming class from the Dashboard
• Click ADD CLIENTS (bottom left)
• Enter member name or email address in ‘Search clients’ field
• Locate the member in the list and tap the + Plus sign, changes to X, and click DONE in the top right corner
• Click DONE on the Appointment Updated pop-up window.
• Members will be added to the roster
• Repeat steps b-f to add more members

Client Welcome Emails: the button to re-send a welcome email is turned off for Clients. 

Class Waitlists:

• Members can add themselves to the waitlist in the App. They cannot add themselves to the waitlist on the Website.
• Our access in Fisikal allows us to make edits to the wait list. Please do not make any changes (add, delete, move position) without the authorization of the group exercise instructor or Healthy Living Director.
• Fisikal > Clients - Select Member > Click on Class > Click on Register > Make changes to Wait List

Troubleshooting Questions for Members 

Ask these questions on the front-end to identify the member issue. For escalated issues, be sure to include this information along with the issue.

Are you using the app or are you on the website?

• App - what operating system are you using (Apple or Google)?
  • What version are you using? Significantly older phones many not update the App.
• Website - what browser are you using?

Source the specific issue - document the issue

• Ask clarifying questions
  • When did you download the app?
  • Have you used a previous email to setup your account?
  • What is the age of the participant (Youth 17 and under cannot create a login or make reservations)

    • For Adults - double check the member has a DOB on their account in Personify. Add age if needed.

      

  • Ask member to take screenshots and send to membersupport@ymcasv.org
• Direct member to go to a branch for in person support

The Ymap Login and the App Login (EGYM ID) are two separate login credentials: 

Ymap Login:

• Uses the Primary email address from the members Personify account. Find this on the Financials Tab

= They need to create Ymap Login credentials

= No Web Login credentials. 

This could mean:

• They are a child 17 or younger
• There is no date of birth saved on their Personify account
• There is no Primary email address saved on their Personify account

= They have existing Ymap Login credentials.

EGYM ID (YFit App Login):

• First sources whether the member has an EGYM email address on their Personify account. If one does not exisit, the integration will next source for the Primary email address on their Personify account.

• Find their EGYM Login email address in the Profile Info Tab > Contact Information

  

• Under Contact Methods select "All" and look for the location of an EGYM Login

• If there is an EGYM Login on the Personify account, the App will integrate this email address to their EGYM account. No action is required. We pass both the Primary email address and EGYM Login email address over in the integration.
• The EGYM Login email address is the first account checked. If a member has this email address connected, it will not source for the Primary email address.
• If there is no EGYM Login email address, only then will the App search for the member's Primary email address.
• If you need to edit the EGYM Login, they will need to provide the email address they wish to use in the App.

Class Booking or Notification/Confirmation is under Spouse's Name or being sent to Spouse's Email:

• This happens when one spouse has used the other spouse’s email address in Personify. The Fisikal client record gets connected to the wrong spouse’s EGYM account and the other spouse is not able to register for classes or the confirmation gets sent to the spouse's email. 
  • Make sure the correct email addresses are on the right person's Personify account. 
  • Send a ticket to IT (it@ymcasv.org) with the member's first and last name, member ID, and email address. Also include the spouse's first and last name and email address for context.   

Login Challenges

I did not complete the task to ‘link’ my EGYM account with my Ymap account.

• The member will get an error the first time they try to log in to the YFit app.  However, if they close the app and log in a second time, the linkage to the EGYM ID should have happened automatically, and they should be able to proceed.

               

A member’s email is different on EGYM than it is on their Fisikal/Personify account.

• In Personify, add an alternate email using the location “eGym Login” and enter the email address used to create their EGYM account/ID.
• The member can add this themselves in eBusiness by going to My Account, and selecting Contact Information from the left-hand side menu under “My Information”.  Note that clicking Edit next to the phone/email address only allows edit of the primary address.

I successfully logged in, but I cannot view schedules:

Use this set of directions: YFIT App: Cannot View Schedules (Error Message Appears)

YFit Account Locked:

• After at least nine unsuccessful attempts to login in a row, YFit will lock the account.

• Click on Send Me A Link
• Member will receive an email like this:

• Go back to YFit App Login screen, enter the same email that received the email, and click Reset Password.
• You will receive a Reset Password email that includes a verification code like this:

• On the YFit App, enter your new password and the verification code, and click Save Password. 

• It will lead you to the Login screen again and you enter your email and your new password.
  • Access account.

More Troubleshooting

• If you get another Locked Out notification, after successfully saving the new password and trying to Login with the new password, click on Send Me a Link again.
• You will get an email like this:

• From your phone, click on the gray button that says, "Login to YMCA of Silicon Valley app".
• It will open up the app and then you will sign in again using your email and new password. You should be able to access your account. 

A member’s membership is inactive in Fisikal/Personify

• The member must have an active membership to access Fisikal/Ymap.

A family has different members assigned to the same email address.

• Authentication issues – EGYM cross-references email addresses. If the same email is connected to multiple family members, authentication will fail.
  • Assign unique email addresses

Changing EGYM ID Password

Members wishing to reset their password do so from the Login screen prior to logging in. You cannot change the password from the settings section once logged in. 

• For App users, there is supposed to be a Password section on the Profile page.  Theresa is getting that added for us.  In the meantime, the following two options exist:
  • Logout of the App and use the “Forgot password?” link.
  • Go to www.egym.com and login with the EGYM ID used to login to the App.  There will be an option under Account Settings to change the password.

• For Non-App users, there are two options:
  • Click Book for any class on the web schedule and then use the “Forgotten password?” link.

OR

• Go to www.egym.com and login with the EGYM ID used to login.  There will be an option under Account Settings to change the password.

Changing EGYM ID email

• If they remember their password, they can login to www.egym.com and change their email there.
• If they cannot remember their password, contact digitalsupport@egym.com and request the email be updated.

Old EGYM Accounts

• It's possible someone downloaded the app previously and used an email address they no longer use. In this case, they either need to recover the password for that email address and update their Personify email to match or create a new account. Only the first workflow will ensure workout history is carried over.

What is the most common reason a member can’t access the scheduling feature (Fisikal) in the app?

• The email address in the app does not match an active membership in Ymap (Personify).
  • Add an alternative EGYM email address to the account.

Why can’t a member book classes through the scheduling tiles in the app?

• Likely, there is a mismatch in the email address. When a member attempts to access the schedule feature (Fisikal), the system verifies that the email address on their EGYM profile matches exactly the one associated with their Fisikal/Personify account. If they don’t match or if the member’s Personify account is inactive, access will be blocked.
  • Add an alternative EGYM email address to the account.

What should a member do if they have created a duplicate EGYM account?

• Ask the members to try to log into their original EGYM account.
  • If they are unable to access their original account, they will likely need to continue using the new, recently created account.
    • In this scenario, members will lose their workout history.

Reservation Challenges 

• How early can I check into a class?
  • Up to 90 minutes before the class begins
  • May take two back to back classes and the member will be checked in for both.
  • If a member has made a reservation for a third class (same day), they will need to check back in.

Expected Launch Challenges

• New Accounts – must be created in the EGYM app.
• Scheduled blocks of time - denoted by hourly blocks. Example Open Swim 12-3 will be represented 12-1, 1-2, and 2-3.
• Activities drop off the schedule once the activity time has begun.
• Canceled classes drop off the schedule. Reminder that those registered will receive an email for any canceled classes.

Special Memberships

• Trial Passes – No, Trial Pass members cannot make class reservations.
• Guest Passes – No, Guests cannot make class reservations.
• Day Passes – No, Day Pass users cannot make class reservations.
• Program Facility Access -Yes, active Program Facility Access members may make a class reservation.
• Children/Youth– Please note: We are unsure if each branch is requiring youth registration for all their youth classes. Check with the Director of your branch.
  • Children aged 12-17 must have an active membership in Personify. A staff should register the child aged 12-17 for the class directly in Fisikal.  Parents don't have access to Fisikal, so staff must do this. The parent can request the child class registration at the front desk, or call 408.351.6400.
  • Children aged 11 and younger must have an active membership in Personify. At this time are not able to register this aged child into any classes. The workaround is that the parent registers themselves (the adult) in the youth class, but the child attends the class. The issue with this is that this setup prevents the parent from simultaneously registering for their own class.  
• Members on Hold – While on Hold a member will not have access to view schedules or book a class. Not until one week prior to the Hold ending. This is so that they have their classes booked for when their Holds end.
• Members who are Ending the Hold Early (prior to one week before the Hold is supposed to end)- Will not be able to see schedules or book a class until their membership is active, and they are no longer on Hold. Send in a ticket to the YSC to End the Hold Early, and also ask in the front desk chat for a YSC to grab the ticket to work on it now. This way within 5 minutes of us activating their membership from the Hold, they can book a class.
• Nationwide – Staff must add the person to Personify and sell them a Nationwide membership in order to see schedules in the app, and make a class reservation. 

Please note: The Nationwide Member still needs to scan in using the Nationwide Database when utilizing our YMCAs. Front Desk staff should not be scanning the Nationwide member into Personify. The only thing we do in Personify is sell them a Nationwide membership so they can register for classes. 

Here are the Directions to Selling a Nationwide Membership in Personify:

1. Create a Customer record of the Nationwide member in Personify
2. Sell a Package membership
3. Continue to Order Entry
4. Click pencil on Line 3- the Dues Line
5. Change the Rate Code to Annual
   • 
6. Scroll to the bottom of the page and select Update
7. Checkmark Lines 2 & 3 The Enrollment and Dues lines
   • 
8. Above in "Work With Selected Lines" choose 'Make Program Decisions' and Go

   • 

9. Click the arrow 'Apply Discounts and Coupons'
   • 
10. Next to Market Code- Click Advanced
11. Double-click on the Market Code "Membership - Y Nationwide Member" (MBRN-YNWM)" (If you look at all the codes, I found this code on page 5)
12. Save
13. Save and Place Order
14. Now the Nationwide member can download the app, create eGym ID and can book classes
15. This Nationwide membership lasts one year

• Start with Empathy
  • “I understand this is new and can be a little tricky at first”
  • “I know it’s different from the old app, but I’ll walk you through it step-by-step.”
• Be Proactive
  • “Are you updating your app today? I can help.”
• Keep Instructions Simple
  • Use plain language – avoid technical and YMCA jargon.
  • Give steps in small chunks, checking for understanding.
  • Avoid overwhelming them with all features at once; focus on what they need today.
• Stay Patient and Positive
  • Speak slowly, with a calm tone.
  • If they get stuck, reassure them – “No problem, we can fix that together.”
  • Celebrate small wins – “Great! You’re logged in – now you’re ready to book a class.”