If you think your gym account was hacked

If you see a booking, purchase or email you didn't expect, lock your account. Locking signs you out of every device, on the web and in the app, so nobody can use it. Your gym unlocks it after confirming it's really you, in person or by phone.

Before you begin#

• Know the email you use at your gym.
• Have your gym's phone number or address handy for unlocking.

Lock your account#

1. Select WASN'T ME — LOCK MY ACCOUNT in the security email you didn't expect, and 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.
4. Open the email Lock your {gym} account and select LOCK MY ACCOUNT. It works once, for 24 hours.
5. Select Lock My Account. You'll see Your account is locked.

Security emails you might receive: Your password was changed, Two-step verification is on, Two-step verification was turned off, New recovery codes were created and A recovery code was used to sign in.

If you're still signed in to the Levflex app#

1. Tap the Account tab, then Sign-in & security.
2. Tap Sign out of all devices and confirm. This signs you out everywhere, including the app on this phone.
3. Lock your account from your gym's website as above if anything looks wrong.

What the Levflex app shows when your account is locked#

When you sign in, reset your password or enter a code in the app, you'll see Your account is locked. Members contact the gym: tap Contact [gym name] to call or email them. The same message tells owners and team members to use Email Levflex support. Nobody from Levflex or your gym will ever ask for your password or a verification code.

Get your account unlocked#

1. Contact your gym, in person or by phone. If you can't open your email either, the Can't get in? page tells you to do the same.
2. Let them confirm it's you. They unlock it from your profile.
3. Select Forgot password? on the sign-in page and choose a new password. You must do this before signing in, even with Google. In the app, signing in shows Choose a new password: tap Choose a new password and we'll email you a 6-digit code.
4. Check your bookings and payments, and tell your gym about anything you didn't do.
5. Turn on two-step verification. See How to turn on two-step verification.

Common mistakes#

Only changing the password#

A new password doesn't sign out someone already signed in. Lock the account, or use Sign out of all devices in Sign-in & security.

Asking Levflex to unlock it#

Your gym holds your account and unlocks it. Levflex can't unlock member accounts.

Expecting a password reset to unlock#

A reset can't unlock a locked account. Only your gym can.

Troubleshooting#

• Can you still sign in?
  • Yes
    Select Sign out of all devices, change your password and turn on two-step verification. Lock it if anything looks wrong.
  • No
    Go to the next question.
• Does sign-in say This account is locked to protect it, or does the app say Your account is locked?
  • Yes
    Contact your gym to unlock it.
  • No
    See I can't sign in to my gym account.
• Was a payment made that you didn't make?
  • Yes
    See I see a charge I don't recognise.
  • No
    You're done once unlocked.

After your gym unlocks it, you'll get the email Your {gym} account is unlocked.