I can’t log into the Fitness Passport mobile app

We know it’s frustrating when you just want to work out, and logging in is the last thing you want to worry about. Here are some steps to help you get back in quickly.

Check your username and password

• Your username is the primary email you entered when signing up.

• Make sure you’re using the right email - most times it’s your work email unless you’ve updated it to your personal one.

• Double-check your password. If you’ve forgotten it, reset it through the portal or directly in the app.

Confirm access to your contact details

• Ensure you still have access to your primary email and phone number to receive verification and multi-factor authentication (MFA) codes.

• If you’ve changed employers and haven’t updated your details, please send us a support request so we can verify and update your account.

Work email users

• If you’re using your work email, check whether your employer has changed your email domain.

• Make sure you’ve set up email forwarding rules to your new address if needed.

Family members

• If you’re a family member and unsure of your username, check with the primary member on your account. They can update your details in the member portal if necessary.

Make password management easier

We recommend using a password manager to safely store and manage your login details:

• Apple Passwords app

• Google Password Manager

Tip: Keeping your details up to date in the portal means fewer login hiccups and a smoother check-in experience at facilities.