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 · Take paymentsFinish setting up your payment
What the payment-setup confirmation page does after you enter your card or bank details, what success looks like, how to retry, and what an expired link means.
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.
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 problemMy join link is expired or has been used
What to do when a membership join link shows "This payment setup link has expired" or refuses to load, including how to request a new link from the gym.
How-to · Onboard a memberJoin your gym using a membership link
Use the secure membership link from your gym to choose a plan, confirm billing details, pick a payment method, and finish setting up your membership.
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.
Troubleshooting · Fix a problemMy payment setup was cancelled — how do I retry?
What the "Payment setup cancelled" screen means, why no payment method was saved, and the two ways to retry — using the browser back button or opening the original membership link again.
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.
How-to · Get set upSign up for a free trial of Base Control
How a gym owner or manager submits the platform-level free trial request at basecontrol.co/trial, what details are required, and what to expect after submitting.
Troubleshooting · Fix a problemFind your gym's class schedule
Where to find a specific academy's public class schedule on Base Control.