How to lock or unlock a member or staff account

When a client or team member's account may be in the wrong hands, lock it. Locking signs the person out of every device, web and app, and no one can sign in to it until it's unlocked. Your gym unlocks members after confirming who they are; Levflex support unlocks owners, admins and trainers.

Before you begin#

• You must be the owner or an admin.
• Nobody can lock an owner from the dashboard, admins can't lock other admins, and nobody can lock themselves.
• Have a short reason ready. It's shown on the account and recorded in your audit log.

Lock an account#

1. Open Clients → the client, or Team → the team member.
2. Find the Lock account card.
3. Enter a Reason, for example: Member reported a sign-in they didn't make.
4. Select Lock account.

The person is signed out everywhere and gets the email Your {gym} account is locked. The card changes to Account locked, showing who locked it and why. Members can also lock their own account from the sign-in page; it shows here the same way.

Unlock a member#

1. Confirm it's really them: in person, or by calling a phone number you already had. Don't rely on email alone.
2. Open Clients → the client and find the Account locked card.
3. Tick I've confirmed this is really {name} — in person, or by phone on a number we already had — not just by email.
4. Tick Also turn off two-step verification (they lost their phone and recovery codes), only if that's what happened.
5. Add a Note (optional) and select Unlock account.

The member gets Your {gym} account is unlocked. Before they sign in, they must choose a new password with Forgot password?, even if they use Google.

In the Levflex app, a locked member sees Your account is locked with a Contact {gym} button that calls or emails you. After you unlock them, the app shows Choose a new password and emails them a 6-digit code to set it.

Unlock a team member#

Team accounts show: Team accounts are unlocked by Levflex support after they verify the person. Ask the team member to contact [email protected] or use the Can't get in? page.

Common mistakes#

Unlocking from an email request#

Someone who took over an account often controls its email too. Confirm in person or by a phone number on file.

Turning off two-step verification by default#

Only tick the two-step box when the person lost both their phone and recovery codes. Otherwise leave it on.

Expecting a password reset to unlock#

A password reset never unlocks an account, and email links can only lock. Unlocking happens here, or with Levflex support.

Forgetting to review what happened#

After a member lock, check the client's bookings and payments on their profile for anything they didn't do.

Troubleshooting#

• Is the Lock account card missing?
  • Yes
    You may be an admin looking at an admin or the owner, or at your own profile. Ask the owner, or Levflex support for the owner.
  • No
    Go to the next question.
• Is the account a team member's?
  • Yes
    Only Levflex support can unlock it.
  • No
    Go to the next question.
• Can the member still not sign in after you unlocked them?
  • Yes
    They need to use Forgot password? first. See I can't sign in to my gym account.
  • No
    You're done.

Locks and unlocks appear in your gym's audit log as ACCOUNT_LOCKED_BY_GYM and ACCOUNT_UNLOCKED_BY_GYM.