Account Questions
Q: I set up an account on the app using my Total Fitness membership details and I can’t log in.
A: Make sure you’re using the email address and PIN number associated to your Total Fitness membership. If you’ve forgotten your PIN, click the forgotten PIN link on the opening screen of the App and this will redirect you to enter your email. You will need to enter the email address that is registered with us otherwise we can’t send a new PIN to you.
If you don’t know which email address is associated with your account, or are still having problems logging in, please contact our member services team by emailing memberservices@totalfitness.co.uk.
Q: I’m moving and changing home clubs. Will I lose all my fitness activity?
A: No, you won’t lose your fitness activity. Keep tracking those workouts! Be sure to contact your club or Total Fitness member services via the support section and your home club can be changed. This means you’ll be able to see your new club’s group exercise classes schedule and book a class.
Q: How do I contact Total Fitness to ask questions about the app, ask about my membership, report a fault at my club or make a suggestion?
A: Easy! Tap the main menu icon in the top right of the home screen and choose “Support” – from there you can ask billing questions, report damaged equipment via the “Fix IT” option and make suggestions.
Q: How can I customise my account on the Total Fitness app?
A: In loads of ways! Add a profile picture (or import one from Facebook), add some detail in the “About Me” section, change your units of measurement, add your height and weight… you can even tell us when your birthday is!
Class Booking Questions
Q: How do I book onto a class or cancel a booking?
A: Tap the “Find a Class” tile and all the available classes at your Total Fitness over the next seven days will be shown. Select the class you want to book, hit “Book Now” to save your space and tap “Add to Calendar” to add a reminder to your device’s calendar. You can also select “Cancel Now” on the same page to cancel your booking.
Q: The app says there are “2 Spots Left” but I only have the option to join the waiting list. What am I doing wrong?
A: This is because other participants who joined the waiting list before you have been notified of availability and they have priority before these spaces become available for others. You may be notified several times via email that a space is available, so please keep a look out for these as places are allocated on a first come, first served basis. Also you can check your App under “My Account” tile for Waiting List status classes.
Q: I’ve selected a class to book but I only have the option to “Call for Info”. Why is this?
A: Some of our classes are booked through a third party or are part of a pre-booked course, such as Junior Swim or Kids Karate for example. Tap the “Call for Info” button and you’ll be put straight through to your club.
Q: I’ve selected a class to book but I’m taken to another website when I hit “Book Online”. Why is this?
A: Some of our classes are provided by a third party supplier or are part of a pre-booked course. Tap the “Book Online” button and you’ll go straight through to the relevant website to find out more and book.
Q: I can’t book my partner or children onto a class – why is this?
A: Linked Members, such as partners and children on a family membership, can’t be booked onto a class using the app. They can however be booked on using the Total Fitness website at www.totalfitness.co.uk/bookings
Q: I don’t use email but want to book a class through the App. What do I do?
A: Unfortunately, the only way to access our online booking system is by using an email address which is logged against your account. This is how you’ll receive confirmations of class bookings and class cancellations, plus we’ll email you to let you know when a space becomes available in your class if you’re on the waiting list.
Setting up an email account is really easy (plus it’s free) and we can help you get started in club using our computers. Just ask a member of staff to show you how.
Q: What happens if I don’t book into a class and just turn up anyway?
A: If you don’t book into a class, depending on the amount of spaces available, you may not be permitted to take part in that class if it’s already fully booked with members who have reserved their space.
Q: What happens if I don’t show up to a class I have booked into?
A: You’ll get an email notification from us to confirm you didn’t attend the class you booked into. We understand life can get in the way sometimes, but we’d always recommend cancelling your reservation to allow other members to book a space if you can’t make it.
Workout Related Questions
Q: How do I log a workout?
- You can enter a workout manually by selecting the “Workout” tile and “Manual Workout”. This will allow you to pick the type of workout and track the duration, distance, and calories burned.
- You can also use “xCapture”. This allows you to take a picture of the display on cardio equipment and it will log the workout for you.
- You can also use a number of third party apps and trackers such as FitBit and MyFitnessPal. The full list of these can be found in the "Connected Apps" tile.
Q: How do I edit/delete a workout?
A: You can edit your workouts in the “Workouts” tab. You can delete workouts from the “Workouts” tab from the home club web portal.
Q: I don’t workout on cardio equipment but want to track my workouts. How do I do that?
A: No problem, use the “Manual” entry feature under “Record a Workout” and enter in your workouts by day. You can also link third party tracking apps and devices to your account under the “Connected Apps” tab to automatically track workouts.
Q: I signed in the cardio equipment before my workout but I don’t see it under my workout history. What do I do?
A: In the “Record a Workout” tile, select the “Missing Workout” option. Enter your workout stats and give as much information about the cardio equipment as possible. A message will be sent to the Netpulse support team to look into the issue.
Note: you can only add one “missing” workout per day.
Q: What is the difference in a “Missing Workout Entry” and a “Manual Workout Entry”?
A: Entering a manual and a missing workout look very similar but have different functions in the app.
Using the manual workout feature is great way to enter workouts you wouldn’t otherwise be able to using a xCapture or third party trackers (i.e. weightlifting or playing football).
The missing workout function is a way to enter a workout that did not make it into your workout tab from a third party tracker or a blurry xCapture photo.
The rules of many challenges (coming soon to the Total Fitness app) do not allow manual workouts to be counted, whereas missing workouts will be counted toward a challenge, but you can only enter one missing workout per day.
Q: What if I don’t want my workouts highlighted on the social feed?
A: Please go to the “Side Menu” and under “Privacy” you can control your settings.
Third Party Apps + Devices and Account Linking Questions
Q: I don’t see my favourite third party apps and devices, are you adding more?
A: We are continuously adding more. Please let us know your favourite so we can add it to the list support@netpulse.com
Q: Can I link more than one third party app and device?
A: Yes, you can link multiple devices and they will all track.
Q: How do I link third party apps?
A: To link your Third Party Applications:
- Create a third party account (if you don’t already have one)
- Sign-in to your account on the App and go to “Connected Apps” and follow the prompts
- Click "link" for the accounts you wish to link
- Authorize info sharing
Q: I don’t see my third party app summary on the “Dashboard” page. Are my accounts linked?
A: Try these two steps to ensure your account is linked properly:
- Log out and sign back into your third party app account
- Log out of the Total Fitness App and sign back in
Please note: if you are using a third party app/device to record your workouts, there may be a slight delay from when the app/devices syncs to when the workout appears in the app.
Still having problems? Email support@netpulse.com for assistance.
Q: Third Party Linking and Workout Duplicates
A: If two third party apps are linked to each other and linked to your Total Fitness app account you will see duplicate workouts in your workouts tab because both sources will send data to the app.