Frequently asked questions
Short answers to the questions gym owners and staff ask most, from locations and currencies to doors, receipts, emails and support.
Quick answers to common questions, each with a link to the full article.
Account and access
Why is a menu item or page missing for me?
There are three possible reasons. Your plan may not include the feature (see What's on my plan), your role may lack the permission (see Permissions), or an owner hid that section of the sidebar in Gym settings.
How do I switch the dashboard to Macedonian or English?
Use the language switcher in the top bar of the dashboard. The choice is yours alone and does not change the language for your colleagues or members.
I lost my phone with the authenticator app. How do I sign in?
On the two-factor screen, choose Log in using a recovery code and enter one of the recovery codes you saved when you turned two-factor authentication on. See Your account.
Can I restrict the dashboard to the gym's network?
Yes. The dashboard IP allowlist limits staff access to the addresses you list. See IP allowlist.
Locations and settings
How do I add a second location?
Raise the number of Locations on the Billing page, then click Add Facility on the Facilities page. Every location is billed at the plan price.
Are members shared between my locations?
No. Each member, product, expense and visit belongs to one location, and the lists only show the location you are working in. Use Switch facility to move between them.
Where do I change the currency my members pay in?
In Settings > Gym settings, under Member Billing Currency. It applies to every location. See Gym and facility settings.
How do I take my website offline for a while?
Turn on Website maintenance mode in Settings > Gym settings and save. See Maintenance mode.
Members and memberships
Can I bring my members over from my old system?
Yes, with a CSV file. Plans are matched by name, so create them first. See Import members.
How does a member sign in to the portal?
With the email on their profile and a password they set themselves from the welcome email or with Forgot password?. See Portal access.
Doors, sales and receipts
Do I need special hardware to start?
No. Members, memberships, the POS, the website and the portal work in any browser. Doors, fiscal printers, card terminals and the kiosk need a Windows PC with FitManager Control. See FitManager Control.
Does FitManager print fiscal receipts?
Yes, on supported fiscal printers connected to the reception PC through FitManager Control. See Fiscal printer.
Can members pay online?
Yes. Connect Stripe and members can buy plans and products on your website and in the portal. See Online payments with Stripe.
Messages
Can emails to members come from my own address?
Yes, by connecting your own Brevo account. Until then, emails come from FitManager's sending address. See Connect Brevo.
How are SMS messages paid for?
From a prepaid balance per location, charged per message. You do not need your own SMS provider. See SMS and prepaid balance.
Billing and support
What happens if my card for FitManager fails?
The dashboard locks until it is paid, but doors and other devices keep working for 14 days. See Missed payments.
Can I get all my data out?
Yes. Owners can email themselves a full spreadsheet of each location from Gym settings. See Export your data.
How do I reach the FitManager team?
Open a ticket from Support > New ticket. Replies arrive by email and in the dashboard. See Open a support ticket.
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