Preventing Duplicate Member Accounts in EGYM

What Are Duplicate Accounts?

Duplicate accounts occur when a member has more than one EGYM account associated with different email addresses. This can happen for various reasons, such as using different emails when signing up at different gyms, creating a new account instead of updating an existing one, or typos during account creation.

Why Duplicate Accounts Are Problematic

Duplicate member accounts in EGYM can lead to a range of issues, including:

• Data Fragmentation/missing: Member training data, progress tracking, and settings are spread across multiple accounts, leading to an incomplete picture of the member's fitness journey. This might lead to members thinking they lost some data like Bioage or workouts, when it is simply in another account.
• Login Issues: Members may experience confusion and difficulty accessing their accounts, leading to frustration and support requests.
• Increased Support Workload: Resolving duplicate accounts requires manual intervention from EGYM support, increasing the workload for both EGYM and the gym's staff.
• Poor Member Experience: Having to deal with duplicate accounts creates a negative experience for members, impacting their satisfaction.

Best Practices to Avoid Duplicate Accounts

To minimize the creation of duplicate member accounts and the problems they cause, please follow these best practices:

1. Unique Email Addresses:

   • Ensure that the member provides an email address that is used only by them.
   • Explain to members that if family members share the same email address, it could lead to their EGYM accounts being merged, causing significant issues with data and access.

2. Existing EGYM Accounts:

   • If the member already has an existing EGYM account (e.g., from creating it themselves in the app, at a different gym using EGYM, or through Wellpass), ask them to provide the email address associated with that existing account.
   • Use this existing account email address in your member management system (MMS) or EGYM Trainer App.
   • This is crucial to avoid creating a new, duplicate account.
   • Note: If the member has forgotten their password, they can reset it on our website. Reason being, if you add an existing EGYM user to the trainer app of a new location from a different chain the member needs to enter their password to complete the action.

3. Email Address Accuracy:

   • Be very cautious when entering the member's email address. Typos, even minor ones, can result in the creation of a duplicate account.
   • Avoid creating temporary or "fake" accounts if the member does not immediately remember their email address. Instead, encourage the member to retrieve the correct email address to ensure consistency.

4. Account Updating in Both Systems:

   • Always ensure that the member's email address is updated in both:
     • Your MMS (or Trainer App)
     • The member's EGYM profile
   • Provide the member with clear instructions on how to update their email address in their EGYM profile.

5. Member Enrollment in Other Gyms:

   • If you are aware that the member is enrolled in other gyms that use EGYM, advise them to also update their email address at those gyms to maintain consistency across all their EGYM accounts.

6. Preventing New Account Creation:

   • Emphasize to members that they should not sign up for new EGYM accounts if they want to change their email address.
   • If a member wants to update their email address, they should do so through their existing account settings and notify you of the change. (Include links to the relevant FAQ article here).

Resolving Duplicate Accounts

If, despite these precautions, a duplicate account is created, please reach out to our support team.

• Inform us which account the member prefers to keep.
• We will remove the other account

Note: When a duplicate account is removed, most of the data associated with that account will be lost. We can only transfer the machine settings.