support
Something not behaving?
Most of what comes in has one of the answers below. If yours is not here, email us and include your gym’s name — it is the fastest way for us to find your account.
common questions
Answers to what we are asked most.
I cannot sign in to the staff app.
Staff accounts are created by your gym, not by you. Ask an owner or manager to check your account under Settings → Staff, and to confirm which branch you are assigned to. If your password is right but sign-in is refused five times, the account locks for fifteen minutes as a security measure — wait it out rather than retrying.
It is asking for a two-factor code and I have lost my phone.
Use one of the backup codes you saved when you switched two-factor on. Each works once. If you have none left, an owner at your gym can reset two-factor for your account from the web app under Settings → Security.
The QR scanner will not read a member’s code.
Check that the app has camera permission in your phone’s Settings. If the code still will not read — a cracked screen and low light both defeat it — search the member by name or phone number on the same screen and check them in that way. Nothing is lost by doing it manually.
I work at more than one location and I am seeing the wrong one.
The app signs you in to one gym at a time. Sign out and back in to pick a different one, and use the branch selector at the top of the dashboard to narrow to a single branch within it.
The app says I am offline but my phone has signal.
Gym Wi-Fi is often the culprit — a network that is connected but not passing traffic. The app keeps working from cached data and queues anything you record, including check-ins, then syncs when the connection returns. You can carry on; nothing is dropped.
A member’s details or payment look wrong.
Anything about a member’s record, membership or dues is held by the gym, and staff there can correct it. If you are a member, speak to your gym first — they control the record. We can help them, but we do not change a gym’s data on our own.
talk to us
Still stuck?
Email musclex@infynarc.com and tell us your gym’s name, what you were doing, and what happened instead. Screenshots help more than anything else.
If you are a gym member rather than staff, your gym is the fastest route — they hold your membership, your payments and your check-in history, and they can change them. We cannot.