YFit App: Quick Reference Guide - Troubleshooting Steps

Troubleshooting Steps:

Check Personify Credentials

• Double-check that the background information is correct, including the spelling of the name, email address, and the correct birthdate.
  • Add an Egym login email address with the member's preferred email if the field is blank.
• Double-check that there is only one account in Personify and that it has an active membership.
  • Submit a ticket for accounts that need to be merged.

Check Fisikal Credentials

• Cross-reference background information with Personify information. Ensure the Fisikal account status is active.

• Double-check the Fisikal account Identities. The member should have three line items. 

Check Phone & Software Credentials:

• Is the software on the phone updated - update if needed
• Can the software be updated on the phone? Is the phone too old  to update?

Take Action:

• Fix errors on the member's Personify account as needed.
  • Anytime you make a change to the member's account, wait five minutes before attempting another login.
• Ask clarifying questions:
  • Are they creating an account or updating one?
  • If they already had the app, did they delete it and download the newest version?
    • If they haven't already, ask them to do this step before trying additional troubleshooting steps.
• Ask the member to try logging into their account via the app.
  • If successful, ask the member to go to the Schedules tab and select a class. If they can do so, their access problem should be resolved.
  • If unsuccessful, ask the member to log out of their account and request permission to assume their identity on your own device or an iPad at the branch.
    • Attempt to login as the member. Go to the schedules tab and schedule a class. If successful, log out of the app and ask the member to try logging back and go to the schedules tab.
    • If unsuccessful, enter the email address connected to the app in the Forgot Password screen of the EGYM app.
      • Ask the member to retreive the temporary password from their email and share with you.
      • Enter the temporary password, and go to the Schedules tab and register for a class. If successful, log out of the app and ask the member to try logging in as themselves. If successful, the problem is resolved. Encourage the member to create a new password by clicking on the Forgot Password screen from the EGYM app.
      • If unsuccessful, escalate the issue to YSC. YSC team members escalate to the Escalation team.
        • Be sure to include the following:
          • Type of device - phone, iPad, desktop
          • Operating System - Apple or Android
          • Time of day of occurrence
          • Specific steps taken that created the error

Troubleshooting Instructions - step by step instructions from the Launch Guide.