Booking System FAQs
1. What is the new app, and why was it introduced?
The new app is designed to improve your experience by streamlining gym access, class bookings, and account management. It allows you to easily book sessions, manage your membership, and even access the building directly through your phone.
2. Where can I download the new app?
You can download the app here:
3. How do I log in for the first time?
To log in for the first time:
Open the app.
Enter your email address (the one linked to your membership).
Tap "Forgot Password" to reset your password.
Follow the instructions sent to your email to create a new password.
Once logged in, you’ll have access to booking services, your membership details, and more.
4. How do I book classes or gym sessions?
Booking is simple:
Log in to the app.
Go to the Services tab.
Select the class or session you want to book.
Confirm your booking.
All members can book up to 3 days in advance.
5. How do I access the building using the app?
The app doubles as your access key. Here’s how to use it:
Open the app and tap the Access button.
Tap the Bluetooth button.
Select Main Door, and the doors will unlock automatically.
Ensure Bluetooth is enabled on your phone, and your membership is active. If you’re still having trouble, contact us or visit the front desk during staffed hours.
6. What if I don’t want to use my phone for access?
We understand that not everyone prefers using their phone. You can request a physical card or key tag from the front desk for a small fee. These options work seamlessly with our new access system. AVAILABLE soon
7. What should I do if I lose my physical card or key tag?
If you lose your card or tag, visit the front desk for a replacement. A small replacement fee may apply.
8. I didn’t receive the email about the new app. What should I do?
If you didn’t receive our email about the app:
Check your spam or junk folder.
Confirm the email address linked to your membership.
Contact us at info@factorylondon.com, and we’ll resend the details to you.
9. The app isn’t working for me. What should I do?
If you’re experiencing issues with the app:
Ensure you’ve downloaded the latest version from the App Store or Google Play.
Restart your phone and check your internet connection.
Confirm your login credentials are correct.
If the problem persists, contact us at info@factorylondon.com or visit the front desk for help.
10. I can’t access the building. What now?
If you’re locked out of the gym:
Double-check that your membership is active and payment details are up to date.
Ensure Bluetooth is enabled on your phone.
Try restarting the app.
If the issue continues, visit the front desk during staffed hours or contact us at info@factorylondon.com or 020 7272 1122.
11. How do I update my payment details?
To update your payment details:
Log in to the app.
Go to the Account section.
Update your payment information and save the changes.
If you need further assistance, contact us at info@factorylondon.com.
12. What happens if I miss a class or session?
If you miss a class or session you’ve booked, it will still count toward your monthly allowance (if applicable). Be sure to cancel your booking in advance to free up space for other members.
13. Can I book multiple sessions in advance?
Yes, all members can book sessions up to 3 days in advance.
14. I’m having trouble cancelling a booking. What should I do?
If you’re unable to cancel a booking through the app:
Ensure you’re within the cancellation window (check the class policy).
Restart the app and try again.
Contact the front desk or email us at info@factorylondon.com if the issue persists.
15. Can I freeze my membership through the app?
Currently, freezes must be requested by contacting us directly at admin@factorylondon.com. We’ll update the app with this feature in the future.
16. What if I have more questions?
We’re here to help! If you have any other questions or need further assistance, please contact us:
Email: info@factorylondon.com
Phone: 020 7272 1122
Visit: The front desk during staffed hours.