Give members access to the portal

The member portal is where members see their digital card, membership, visits, payments and news, and where they scan in at the door. A member signs in with their email and a password. This article covers how they get that password and where they sign in.

Before you start#

• The member needs an Email on their profile. Members without one cannot sign in.
• Each email can belong to only one member per facility, so the portal always knows who is signing in.
• What members see in the portal, and how it looks, is covered in The member portal.

Three ways to give a member a password#

1. The welcome email (recommended)#

When you add a member with Send login details & welcome email switched on:

• Password left empty: the member gets an email with a Set up my account button. It opens the Set your password page with their email filled in. They type a New password, repeat it in Confirm password and click Save password & sign in. They are signed in straight away. The link works for 7 days and only once.
• Password filled in: the member gets an email with their email address, the password you chose and a Log in to my account button. The email asks them to change the password after their first sign-in.

2. Forgot password (for everyone else)#

Imported members, members added without the welcome email, and members whose link expired all use the same route:

1. They open the portal sign-in page and click Forgot password?
2. They enter the email on their membership and click Send reset link.
3. They open the email and choose a new password, as above. The link works for 7 days.

For privacy the page always says Check your inbox, whether or not the email belongs to a member, so it never reveals who trains at your gym.

There is no button in the dashboard to resend the welcome email. Point the member to Forgot password? instead; it does the same job.

3. Set it yourself#

Open the member, click Edit, type a New Password (or click Generate password) and save. No email is sent, so tell the member the password in person and ask them to change it.

Where members sign in#

The portal address depends on how your gym's addresses are set up:

your-gym is your gym's address name (slug). Which of the first two applies is set by FitManager for the whole platform. The emails above always contain the right link.

Password rules#

Passwords must be at least 12 characters and include upper and lower case letters, numbers and symbols. Passwords that appear in known data breaches are refused.

Troubleshooting#

"These credentials do not match our records." The email or the password is wrong. Check for typos in the email on the member's profile; if it is right, the member should use Forgot password?

"Too many login attempts. Please try again in N seconds." After five wrong passwords in a minute, sign-in pauses for a short time. Wait and try again, or reset the password.

The setup link says the token is invalid. The link is older than 7 days, has already been used, or a newer link was requested. Ask the member to use Forgot password? to get a fresh one.

The member never got the email. Ask them to check spam and that you have the right address on their profile. If you send through Brevo, check the email log.

The member is inactive. Can they still sign in? Yes. The status only controls the door. Inactive members can still see their history and payments in the portal.

The member trains at two of our facilities. A member profile belongs to one facility. If the same email is used in two facilities, the portal signs the member in to one of them. Use a different email per profile, or keep one profile.