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 · Onboard a memberComplete your pre-arrival details and waiver
Use the secure pre-arrival link from your gym to confirm member details, set up portal access, and sign any required waivers before the first class.
How-to · Take paymentsHow family billing works
How family billing works in Base Control: one family account, one payment method, separate membership charges, automatic sibling discounts, and a combined family view.
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 · Get set upInquire about a trial at your chosen gym
How a prospective member or parent submits a free trial enquiry on a gym's public page, including adult and child enrolment details, program interest, and what the gym does next.
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 problemMy prep link won't open or is invalid
What to do when a pre-arrival prep link shows an error, including causes such as an expired token, a miscopied link, or a guardian-versus-member mismatch, and how to request a fresh link.
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 problemMy guardian account can't log in
How guardian sign-in actually works, and what to do when you can't get into the parent portal.
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 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.