If you think your gym account was hacked

If you see a sign-in, a refund or a payout change you didn't make, lock your account first and investigate second. Locking signs out every device, on the web and in the app, and for an owner it also places a security hold on the gym that pauses payout settings, refunds and team changes, and pauses automatic payouts so your money stays in your Stripe balance. Then secure your Stripe login, because your bank details live in your own Stripe account.

Before you begin#

• Know the email you use for your dashboard.
• Have access to that inbox, if you still can.
• Have your Stripe login (dashboard.stripe.com) ready.
• Once locked, only Levflex support can unlock an owner, admin or trainer account.

Lock your account now#

1. Open any Levflex security email and select WASN'T ME — LOCK MY ACCOUNT. Skip to step 5.
2. Or go to your gym's sign-in page and select Can't get in or think you've been hacked?.
3. Enter your Email on the account and select Email Me a Lock Link. The page shows the same message whether or not the email has an account.
4. Open the email Lock your {gym} account and select LOCK MY ACCOUNT. The link works once, for 24 hours.
5. Select Lock My Account on the Lock your account? page. You'll see Your account is locked.

Secure your money#

1. Sign in to dashboard.stripe.com directly (not from a link in an email).
2. Change your Stripe password and turn on Stripe's two-step verification.
3. Check your bank accounts and recent payouts. Remove any bank account you don't recognize.
4. Note anything unusual: refunds, payouts, team members or emails you didn't expect.

When your account is locked, Levflex pauses automatic payouts to your bank until the hold is released, and you'll see Payouts to your bank are paused on Settings → Payments. Your client payments stay safely in your Stripe balance. Levflex can't change your bank details or stop a payout you send yourself from dashboard.stripe.com, so if your Stripe login may be compromised or a payout already went out, we ask Stripe to restrict payouts and review your account.

Contact Levflex support#

1. Go to the Can't get in? page, section 2 Can't get into your email either?, if you can't use your inbox.
2. Choose The owner or on the gym's team in I am, and fill in Your name and Email on the account.
3. Describe what you saw in What happened? Include a phone number or another email we can reach you on.
4. Select Send to Levflex Support. Or email [email protected].

This is an urgent case, with a first reply within 2 hours (7am–9pm ET). We check your identity with details only the real owner has, and a call-back to a number already on file. After we unlock you, choose a new password with Forgot password? before you sign in, including with Google. Then turn on two-step verification.

Common mistakes#

Changing the password but not locking#

A new password doesn't stop someone who's already signed in on another device. Locking, or Sign out of all devices, ends every session.

Forgetting Stripe#

Your bank details are in your Stripe account, which has its own login. Levflex pauses automatic payouts during a hold, but someone with your Stripe login can still send a payout. Secure it even if the Levflex account looks fine.

Waiting to see what happens#

A takeover can move money within hours. Lock first; unlocking takes one conversation with support.

Trusting a link in an unexpected email#

Type your gym's address or dashboard.stripe.com yourself. A real Levflex security email never asks for a password or a code; its only button locks your account.

Troubleshooting#

• Can you still sign in?
  • Yes
    Select Sign out of all devices in Sign-in & security, change your password, turn on two-step verification and review your team. If anything looks wrong, lock the account.
  • No
    Go to the next question.
• Can you open your email?
  • Yes
    Use Email Me a Lock Link on the Can't get in? page.
  • No
    Use Send to Levflex Support on the same page.
• Was a payout or bank account changed?
  • Yes
    Lock the account (this pauses automatic payouts), secure Stripe now and tell support. See What a security hold is.
  • No
    Wait for support's reply.

The sign-in page shows "This account is locked to protect it" until support unlocks it. Bookings and check-ins at your gym keep working meanwhile.