I can't log in or my passkey won't work
Most sign-in failures are caused by a wrong password, a passkey registered on a different device, or an MFA code that has expired — each has a quick fix.
How-to · Account & securityRequest and download your personal data
Use My Profile to request a copy of your personal information and download it once it is ready.
How-to · Take paymentsOpen your billing portal
How to open the payment provider portal from the Account tab to update or add a payment method.
How-to · Account & securitySign a waiver
How to review and sign a waiver from the Documents tab in the member portal.
How-to · Account & securityComplete your health questionnaire
Fill in the health questionnaire so your instructors have what they need to keep training safe.
How-to · Account & securityManage your communication and notification preferences
Control which marketing messages your gym sends you by email and SMS, and check your delivery status.
How-to · Account & securityView and manage your notifications
Read, mark as read, and browse your notification inbox in the member portal.
How-to · Take paymentsComplete a payment (paper/offline mode)
What happens during payment setup when your gym runs in paper/offline mode — no real payment details are collected.
Troubleshooting · Fix a problemI lost access to my MFA authenticator or I want to revoke a session
Use a backup code to regain access when you lose your authenticator, then re-enrol MFA; revoke sessions you don't recognise from your profile settings.
How-to · Account & securityManage your security (MFA, passkeys, sessions, password)
Change your password, enrol or disable MFA, add or remove passkeys, and revoke active sessions from your profile settings.
How-to · Account & securitySign in for the first time and add a passkey
Sign in to the member portal with your email and password, then set up a passkey from your profile for faster sign-ins.
Troubleshooting · Fix a problemYour membership isn't linked yet
Why the member home page shows a "not linked yet" message and how to get your account connected to your member profile.
How-to · Account & securityReset your password
Request a password reset link from the sign-in page and choose a new password before the link expires.
How-to · Account & securitySign in to your account
Sign in to Base Control using a passkey or your email and password, and select the right gym if you belong to more than one.
Troubleshooting · Fix a problemThe app won't let me past the waiver
Sign, re-sign, or resolve an expired or guardian-required waiver from the member Documents page.
Troubleshooting · Fix a problemI can't log in to my member account
Diagnose and fix sign-in problems in the member portal — wrong portal, passkey issues, password reset, and browser compatibility.
Troubleshooting · Fix a problemMy data export is stuck or won't download
A personal-information export is generated after you request it — wait for it to complete, then download before it expires.
Troubleshooting · Fix a problemMy billing portal won't open
The payment portal only opens for live memberships with billing set up — here's what to check.
Troubleshooting · Fix a problemThe app won't let me past the waiver screen
Why the Documents page shows a waiver that blocks access and how to complete, re-sign, or escalate it.
Troubleshooting · Fix a problemWhy the app asks for a health questionnaire first
Why the member portal sends you to the health questionnaire before anything else, and how to get past it.