Welcome to the Support Portal!

Below, you will find our most commonly asked topics. If one of these topics is relevant to a problem you’re experiencing, please scroll to the bottom of the page to find the corresponding supporting documentation to quickly solve your problem. If these resources do not suffice, please create a ticket.

HOTWORX App Launch and Status Updates

We would like to provide a quick update on the app launch. The update is looking great overall! However, as expected with an update of this magnitude, we've received a few reports of issues that need to be addressed.

Rest assured, our team is on top of it. To keep everyone informed, we'll be posting the known issues on the homepage of our ticketing system, as well as the News Feed in SAIL POS.

Here are some of the issues we're tackling:

• Error message when booking appointments last night (Already resolved)
• Employees have Sweat Everywhere booking access (Actively working to resolve)
• The time card report will now reflect a note if manual entries are made. Previously, notes were only showing if a timecard was adjusted.
• Android users are only showing sauna number when booking by time, rather than session name (This will be resolved in the next update before end of week)
• When collecting dues manually, we are now adding a $5 penalty fee that will also be added to the cart if the member has only 1 MOP.
• Typo on goal entry page and appointment confirmation page (This will be resolved in the next update before end of week)
• If any of your members are not receiving the one time passcode via email, please submit a ticket including the members' email address and mobile number so that we can assist as quickly as possible.
• If any of your members are not receiving the one time passcode, please submit a ticket to our support team with the members email, and mobile phone number. Once you provide this information, PLEASE advise the member to NOT attempt requesting a one time passcode after you've submitted your request to IT. If they request another passcode, it will interfere with the new one we are creating for them.
• We are aware that certain email domains, such as sbcglobal.net, aol.com, hotmail.com, yahoo.com, and .edu accounts may have domain restrictions preventing the one time passcode emails from being delivered. Please do not modify your members email addresses if they don't receive the passcode. If you modify their email addresses, this will reset their calorie burn and rewards history.
• Please do not attempt to log into your own device to test a member's credentials.The new app's one time passcode provides a layer of security that should only be used on the member's phone. Logging in from your personal phones will result in conflicting device IDs and will cause further challenges for your members if they're having difficulty logging in.
• While we're navigating the login issues, we are still seeing the vast majority of attempts are successful, with over 25,000 successful logins today. However, we are already working on solutions for staff members to generate one time passcodes and to send via text rather than email. We hope to have these solutions available by tomorrow.

If you’ve noticed any of the issues that we’ve listed above, there’s no need to submit a ticket. However, if you’ve identified any new issues, please feel free to report them and we’ll add it to our list of action items to address in the next update, which will be released in the coming days. Your patience and understanding is much appreciated during this optimization phase!