To help us resolve your support tickets quickly and efficiently, please provide the following information when submitting a request. Detailed information allows us to diagnose and resolve issues faster, saving you time and minimizing disruption.
General Guidelines:
- Please provide as much detail as possible.
- Include screenshots or videos whenever applicable.
- If you've already tried troubleshooting steps, please document them.
- For member-specific issues, please provide the member's email address, first name, and last name.
Product-Specific Questions:
Hardware (Smart Strength, Smart Flex, Fitness Hub, GUI):
- What is the serial number and name of the product?
- Is it Smart Strength, Smart Flex, Fitness Hub, or GUI?
- What problem is the product showing?
- Error message?
- General or sporadic occurrence?
- Existing or new members affected?
- Was a restart performed (maximum 1-minute time between switching off and on)?
- Does the error occur sporadically or permanently (during training or after the first switch-on of the day)?
- Which accounts are affected, and when did the problem occur?
Scale:
- What is the problem?
- How is the scale connected (Wi-Fi or cable)?
- Which partner manufactured the scale ?
- Is the scale connected to a Fitness Hub?
- Which member is affected?
- Are multiple members affected?
- When did the error occur (date and time)?
- Optional:
- If the scale is online, what message was on the display?
- Are there known internet problems?
- Has the scale manufacturer been informed?
- Optional:
Digital (Smart Cardio):
- Which partner devices are affected?
- What is the problem? (Please provide a video or screenshot.)
- Which machine is affected?
- What are the serial numbers of the affected machines?
- What software version is on the affected devices?
- Provide affected sample members with their email address, first and last name, or indicate if the entire chain location is affected.
- Optional: Has the equipment partner been informed?
Digital Apps:
- Which app is affected (Member app or Trainer app)?
- What is the problem? Which click is causing the problem?
- Is there an error message? If yes, what is the error?
- What is the software version (iOS/Android)?
- What is the app version?
- Provide affected sample members with their email address, first and last name, or indicate if the chain location is affected.
- Optional: Video/screenshot
Digital Member Management Software (MMS) or RFID:
- What happens, when, and how?
- Which MMS is the gym using?
- Which members are affected? (Provide 3 sample members with first and last name and email address.)
- Was a data transfer attempted? If yes, when?
- Was there an error code? If yes, which one?
- Has the MMS partner been informed?
General Questions (If product-specific questions don't fit):
- What product is it about?
- What is the problem?
- What troubleshooting steps have been tried so far?
- Are there any relevant technical details?
- Has the partner already been contacted? (If applicable)
Wellpass:
For information and support regarding Wellpass, please visit the Wellpass FAQ: https://egym-wellpass.com/faq/