Frequently asked questions

Tap Find my gym and search by the gym's name or city, type its gym code, or tap Scan QR code at the front desk. The code is the last part of the gym's invite link, such as levflex.com/app/yourgym. See How to find your gym in the Levflex app.

No. Each gym has its own account, even with the same email, and the app shows one gym at a time. Use Account > Switch gym to move between them.

Select Forgot password? on your gym's sign-in screen and enter your email. You'll get a 6-digit code that works for 10 minutes. See How to reset your password.

The Levflex app signs in with email and password only. If you joined with Google on the website, use Forgot password? in the app once to set a password. See I can't sign in to my gym account.

Check spam for an email in your gym's name, confirm the email and gym are right, and wait 5 minutes before requesting another, because you can request 5 codes an hour. See I didn't get the code email.

Each spot uses 1 session credit, taken when you confirm. Each guest you bring uses 1 more. See How to book a session.

Yes, if you cancel before your gym's cancellation window, which is 24 hours before the session unless your gym has changed it. Inside the window, the credit isn't returned. See How the cancellation window works.

Cancel the booking and book the new time. Do it before the cancellation window starts so your credit comes back. See How to cancel a booking.

No. When your gym cancels, your credit always comes back, and the gym may offer you a new time. See How to respond to a new time from your gym.

Yes, when the slot has spare spots. Choose guests on the confirm screen, up to 3 unless your gym has changed the limit. Each guest uses 1 of your credits. See How to bring a guest to a session.

A trainer filter may be on, or your gym hasn't published times that far ahead. Select Show any trainer and look at later weeks. See Why I'm not seeing open sessions.

Yes, if your gym lists trainers. Pick one under Trainer when you book, or set a preferred trainer. See How to choose a trainer when you book.

A pack is paid once and adds a set number of credits. A membership charges every month and adds credits each month until you cancel. See Session packs vs memberships, which should you buy.

Levflex doesn't put an expiry date on credits. Your gym can adjust your balance, so check with your gym if it has its own rules. See How session credits work.

Credits usually arrive within seconds of payment. Wait 1 minute and refresh. If the purchase still shows Pending after 10 minutes, contact your gym. See How to buy a pack or a single session.

Select Manage membership on Payments or the app's Wallet, then cancel in Stripe's portal. If you're on a contract, contact your gym instead. See How to start or cancel a membership.

Share your link from Refer a friend. When your friend joins with it and the gym marks their first session complete, you get 1 credit. See How to refer a friend and earn a free session.

Select Request a refund next to the purchase on Payments to send your gym a request. Your gym is the seller and sets its own refund policy, and Levflex can't issue refunds for a gym. See How to ask your gym for a refund.

No. Levflex provides the booking software but doesn't hold your payments. Your gym can refund you through Stripe.

The matching share of the purchase's credits is removed. For example, a full refund of a 10-session pack removes 10 credits. Your balance never goes below 0.

You're on a contract with your gym. You can still update your card and see invoices, but cancelling is done through your gym. Use the Message link next to your contract details on Payments to ask. See Why you can't cancel a contract yourself.

Try another card for a pack. For a membership, update your card with Manage membership. Credits arrive once a payment succeeds. See My payment failed or my card was declined.

Check your purchase history and membership invoices first, then contact your gym, which made the charge. See I see a charge I don't recognise.

Every purchase is under Purchase history on Payments or Wallet. Membership invoices are in Manage membership. See How to see your receipts and payment history.

No. Your gym's website portal does almost everything the app does, with the same account. See Using your gym's website vs the Levflex app.

Your gym has turned off the Levflex app. Your account is safe, so use the gym's website instead. See Why the app says your gym is unavailable.

In the app, go to Account > Notifications and turn on Push notifications. On the web, select Turn on under Push notifications on Account. See How to turn on notifications.

No. Levflex reads only when you're busy, to recommend times that fit, and your gym can't see it. It never changes your calendar. See How to connect your calendar to find times that fit.

Messages from your gym can't be answered directly. Open Messages in the portal, select Contact followed by your gym's name, choose a topic and select Send request. The reply comes back in Messages and by email. See How to contact your gym.

Many gyms need a signed waiver before your first session, and may ask again when they update it. It takes a minute. See How to sign your gym's waiver.

Send your gym a request with My account from Messages. You can change your name, phone and password yourself, but only the gym can change your email. See How to update your profile and password.

Yes, on your gym's website or in the Levflex app. Open Account → Sign-in & security and select Set up two-step verification. You'll need an authenticator app such as Google Authenticator or Authy, and you'll save 10 recovery codes. After that, both the website and the app ask for the code when you sign in. If the app asks for a code but shows no box to type it, update the app. See How to turn on two-step verification for your gym account.

Select Use a recovery code instead when signing in, on the website or in the app, and enter one of your saved codes. If you don't have any, contact your gym; they'll confirm it's you in person or by phone and turn it off. See Lost your phone or recovery codes for your gym account.

Lock it: on your gym's sign-in page, select Can't get in or think you've been hacked?, or select WASN'T ME — LOCK MY ACCOUNT in a security email. Your gym unlocks it after confirming it's you. Your gym and Levflex never ask for your password or a code. See If you think your gym account was hacked.

Contact your gym in person or by phone. In the app, the Your account is locked message has a Contact [gym name] button. Once they unlock it, choose a new password before you sign in: use Forgot password?, or tap Choose a new password when the app asks. A password reset on its own can't unlock it.

Open Account → Sign-in & security on the website or in the app and select Sign out of all devices. It signs you out everywhere, including the device you're using. Then change your password. See If you think your gym account was hacked.

In the app, go to Account > Delete account, or visit levflex.com/account-deletion. Your membership ends without a refund and remaining credits are lost. See How to delete your account at a gym.

In the app, go to Account > Export my data and tap Export. You can export up to 3 times a day. See How to export your data and manage privacy.