YFit App: Cannot View Schedules (Error Message Appears)

95% of the time, the reason a person cannot view schedules in the app is due to an inaccurate email address, and/or the email address is not connected to an active YMCA membership in Personify. 

1. First, search for the person in Personify.
   • Search to see if Duplicate Personify account(s) exist.
     • Duplicate accounts have been a common reason why they cannot view schedules. Remember that the email they use in the app MUST be in their active Personify Membership account.
     • Remember to send in a ticket for the YSC to merge any duplicate accounts.
2. Second, look for the Personify account with ACTIVE membership status, or active 7-Day Trial status.
   • If they do not have active membership, they will not be able to view schedules in the app, or book classes.
   • If they have a Guest Pass, or a Daily Fee Pass, they will not be able to view schedules in the app, or book classes.
   • If they are on a Membership HOLD, they will not be able to view schedules in the app, or book classes, with one exception: One week before the Hold is set to end, members will be able to see and book classes. 
     • If the member is ending their Hold early, send a ticket in to end the Hold early. Then send a message in the Front Desk chat for the YSC to grab that ticket and work on it right away. That way the YSC can transfer the membership to active and within 5 minutes the member will be able to view schedules and book classes.

3. Third, in their Active Membership Personify account, look for their eGym Login email address.

   We are making sure that the email they want to use for their app, is listed in Personify as their eGym Login email address.

   • Profile Info > Contact Information > Contacts Methods select "All" 

   • 

4. If there is an existing eGym Login email, ask the person if the email is correct. CHECK THE SPELLING. Edit as needed.
5. If there is not an eGym Login email, add one in while making sure it matches the email that they wish to use for the app. CHECK THE SPELLING.
6. It will take about 5 minutes for changes made in Personify to integrate to Fisikal.

Troubleshooting Next Steps- Fisikal: 

After the 5 minutes, now we log into Fisikal to make sure the email is accurate.

1. The next step is to log in to Fisikal.
2. In Personify, right-click and copy the person's first and last name.
3. Log into Fisikal, click on "Clients," and paste the name in the search bar.
4. The name will populate as [Search By, 'Name'] <<<<<click this
5. Select the correct member's account from the search's display results.
6. View the email address. This email should match their Personify membership account email, and should be used when logging into the app.
7. In Fisikal, on the right side of the screen click "Identities"
8. A perfect account that would allow the app to load properly, should have three line items under "Identity Name":
   • 
9. If one or two of the lines are missing, then direct the person to wait 24 hours and try logging in to their app again.
   • There have been at least two instances that we know of that it took a day for the upload from Personify to reflect in the app.
   • Help them book any classes by "Spoofing" as them in Fisikal while they wait for profile to be updated in Fisikal.

Troubleshooting for Angry Members who are frustrated with multiple login attempts 

Or 

Troubleshooting for a member who is locked out of the app

Staff can use the branch iPad (if the app is downloaded on it) or their own smartphone and try logging in as the person. 

1. Ask the member to log out of their app and request permission to assume their identity on your own device or an iPad at the branch.
2. Attempt to log in as the member. Go to the schedules tab to view schedules.
   • If successful, log out of the app and ask the member to try logging back and go to the schedules tab.
3. If unsuccessful, enter the email address and select Forgot Password
4. Ask the member to retrieve the Verification Code from their email and share it with you.
5. Enter the Verification Code and create a password or ask the member what password they would like to set.
6. Click to see if the Group Exercise schedule is viewable.
   • If successful, log out of the app and ask the member to try logging in as themselves. If member is able to log in and view the group exercise schedule, the problem is resolved. The member can keep this password that you created, or can reset it by clicking on the Forgot Password screen from the eGym app.
7. If unsuccessful, escalate the issue to YSC.
   • 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

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