Member access diagnosis

Permission scope: EVERYONE

Signing in to GymOS is an email address and a password, and since the product launched there has never been a cause other than one of those two being wrong. So this is not a hunt for something exotic – Alphie eliminates the handful of genuine alternatives in one go and then tells you, with the evidence behind it, that it is the credentials. 

It works for staff as well as members: the coach who cannot get into GymOS is the same question with one extra check.

Example questions and prompts

• Justin’s on the phone saying he can’t get into the app.
• She swears she’s typing the right password.
• My new coach can’t get into GymOS.
• He never got his welcome email and can’t set a password.
• Why does it just say “invalid username or password”?
• Has she actually tried logging in, or is she guessing?
• What should I tell him to do?

What the tool checks, in order

1. Is the account active, because nothing works if it is not.
2. Is there an email address, and is it the one they actually own?
3. Has a password ever been set, or did they never follow their welcome link?
4. Can the mobile app find this gym for their address?
5. When did they last get in, on the app and on the web separately?
6. What failed attempts are on record, and how close were they?

Worth knowing

• The stored email address is put in front of you first, every time. A gym typo in a member’s address is the single commonest cause, the member is typing the address they really own, and nothing else in GymOS ever puts the two side by side. An attempt against an address we do not hold is not recorded anywhere, so no log can reveal it – only a person reading it back can.
• Failed attempts come with a description of how close they were – “the right length, but not a match; 90% match” reads very differently from “0% match”, and that is the difference between a typo and someone using an entirely different password. Kept for 30 days, and Alphie always says so rather than implying it has the whole history.
• An archived member is a complete answer. Every single route in requires an active account – the app, both websites, the “log in as this member” link, even the SMS sign-in link and the password-reset page. So there is no point resending anything until the account is reactivated, and Alphie says exactly that instead of offering five remedies that will all fail.
• If they have signed in since the last failure, it says so first – the problem may already be over, and it is worth asking before working through any fix.
• “No failed attempts” never means “they haven’t tried”. Only the mobile app records them; someone struggling on the web leaves no trace whatsoever, and neither does an attempt against an address GymOS does not recognise – which is exactly what a mistyped address produces. Alphie words this carefully.
• Alphie will not tell you a password, and will not explain how they are stored. Asked outright it refuses and offers the honest route instead – set a new one on the member record and read that out. Passwords are case sensitive everywhere.