How-toGym owners & staff
How to answer member requests
Members send requests from Messages in their portal. Answer them under Messages → Member requests with Send reply; the reply goes to the member's portal and email.
2 min readUpdated November 3, 2026
Members can't reply to the messages you send, but they can send your gym a request from Messages in their portal about a refund, a booking, their membership or contract, or their account. The owner and admins get each new request by email and push, and anyone on your team can answer it under Messages → Member requests. Your reply goes to the member's portal Messages and their email.
Warning: Leaving requests open can result in members disputing charges with their bank instead of waiting. Always reply or close each request within a few business days, and say when to expect an answer if you need longer.
Before you begin#
- Sign in as the owner, an admin or a trainer. The owner and admins get the new-request emails.
- Check your Contact email on Settings → Business profile. When a member answers your reply by email, it goes there.
Answer a request#
- Go to Messages and select Member requests. The tab shows how many are open, and open requests are listed first.
- Read the request. It shows the member's name (select it to open the client), the topic, the date and, for a refund request, the purchase.
- Write your answer in Reply.
- Select Send reply. You'll see Reply sent. The request changes to Answered.
- Select Close request when nothing more is needed. It changes to Closed.
The member gets your reply as a message with the subject Re: and the topic, for example Re: Refund request.
Refund requests#
- Select the purchase link on the request to open Payments.
- Refund the purchase there if you agree. See How to refund a member's purchase.
- Reply on the request to say what you did, or why not.
Topics members can choose#
| Topic | Usually about |
|---|---|
| Refund request | A purchase or a lost credit |
| Booking | A session time, a late cancellation or availability |
| Membership or contract | Cancelling, pausing or ending a contract |
| My account | Changing their email, or account access |
| Something else | Anything else |
Common mistakes#
Replying from your own email only#
If you answer by email, the request stays Open and the member doesn't see the answer in the portal. Use Send reply, or Close request after you answer by email.
Expecting follow-ups on the same request#
A request takes one reply. If the member answers by email, it reaches your Contact email. They can also send a new request.
Missing the notification#
Request emails go to the owner's and admins' sign-in emails. If you don't see them, check spam and the open count on Member requests.
Members can send up to 5 requests an hour, so one member can't flood your inbox.
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Related articles
- How-toHow to message clients and groupsGo to Messages → Send a Message and choose Everyone, A group session, Group or Specific clients; messages go by push and email.Read
- How-toHow to refund a client's purchaseRefund any client payment, and stop memberships, from Payments → Client payments in Levflex. Refunding returns money; stopping a membership ends future charges.Read
- TroubleshootingYour emails aren't reaching clientsCheck the Sent list on Messages for emailed, failed or opted out; clients control email under Notifications on their Account page.Read
Still need help?
Ask the assistant. A person is a message away.
The assistant answers from these articles and can check refunds and credits on your Levflex plan. If it can't solve it, it hands the conversation to our team.