How to contact your gym

You can send your gym a request from its member portal about a refund, a booking, your membership or contract, or your account. It goes straight to the gym's owners and admins, not to Levflex, and their reply comes back in Messages and by email. Your gym sets its own response time.

Before you begin#

• Sign in to your gym's portal on the web. The Levflex app has Contact the gym under Account, which opens email or phone instead.
• For a refund, find the purchase in Purchase history on Payments first.
• Messages from your gym in Messages can't be answered directly. Send a request, or reply to the gym's email.

Send a request#

1. Open Messages in the portal.
2. Select Contact followed by your gym's name.
3. Choose a topic in What's it about?: Refund request, Booking, Membership or contract, My account or Something else.
4. Pick the purchase in Which purchase? if it's a refund request, or Not a specific purchase.
5. Write your question in Your message, up to 2,000 characters.
6. Select Send request. You'll see Request sent.

Shortcuts open the same form with the topic filled in: Request a refund next to a purchase on Payments, and the Message link next to your contract details on Payments.

Check for a reply#

• Your requests show under Your requests on Messages, with Open, Answered or Closed.
• When the gym answers, the reply shows under the request, arrives as a new message in Messages, and is emailed to you unless you've turned email off.
• To add something, reply to that email. It goes to the gym's own inbox.

Who handles what#

Common mistakes#

Asking Levflex instead of the gym#

Levflex runs the software but can't change your bookings, refund you or end a contract. Sending it to the gym first gets you the fastest answer.

Writing a message without the details#

The gym can answer faster when it knows the date, session or purchase. Include them, and pick the purchase for a refund request.

Expecting an instant reply#

Requests are read by people at your gym. If the request still shows Open after a few business days, try the email or phone on the gym's website.

Troubleshooting#

• Do you see You've sent several requests in the last hour?
  • Yes
    Wait an hour and try again, or add to an earlier request by replying to the gym's email.
  • No
    Go to the next question.
• Did the gym reply but you didn't get an email?
  • Yes
    Check spam, and check email is on in Account. See How to turn on notifications.
  • No
    Wait for the reply. Each gym sets its own response time.

The gym sees your name, email and the purchase you picked, and nothing else from the request form.