Help
Support
Something not working? Start here. If the answer is not below, ring the gym - during staffed hours somebody will pick up, and that is faster than email.
Open 24/7. Staffed Monday to Friday 6am to 8pm, and Saturday 8am to 2pm. Outside those hours members let themselves in with the app.
The door will not open
The app says you are not at the gym
The lock checks you are actually at the building before it opens, so the app needs your location at the moment you tap Unlock. If you said no to the location permission, or your phone has it switched off, the check cannot run.
- iPhone: Settings, then HypertrophyHQ, then Location, and choose While Using the App.
- Android: Settings, Apps, HypertrophyHQ, Permissions, Location, and choose Allow only while using the app.
- Indoors against a thick wall the reading can take a moment. Step towards the door and try again.
The app says your membership is not active
Usually a payment that did not go through. Open Profile in the app - if there is money owed it will say so and give you a button to pay it. The door opens again as soon as the payment clears. On Direct Debit a payment takes a few working days to clear, and the app will tell you it is on its way.
Everything looks fine and it still will not open
Ring the gym. Do not keep tapping - if the lock is offline no amount of tapping will fix it, and during staffed hours somebody can let you in while we sort it.
Signing in
You have never signed in before
Your account is created when you join. If you have just joined, or you were moved across from the old system, use Forgot password on the sign-in screen with the email address the gym has for you. You will get a six-digit code by email and can set a password with it.
The code did not arrive
- Check your junk or spam folder - it comes from a hypertrophyhq.co.uk address.
- Make sure you used the email address the gym has for you. If you are not sure which one that is, ring and ask.
- The code expires. If it has been a while, ask for a new one.
Membership and payments
Changing or cancelling
Open your profile to see what you are on and when it renews, and to change your card or bank details. To change plan or cancel, talk to the gym - it is one conversation and we would rather have it than have you cancel a Direct Debit at the bank, which leaves the membership open and unpaid.
A payment failed
The app will say what happened and what to do about it. If it was a card that can be tried again, there is a button to do exactly that. If the card is gone - lost, stolen or expired - you will be asked to enter a new one instead, because retrying a dead card only fails again.
You think you have been charged wrongly
Email or ring, with the date and amount. Refunds are handled by the gym directly - the app cannot issue one.
The app itself
Your training log is missing
The app keeps your log on your phone and syncs it up when it has a connection, so a missing session is almost always a sync that has not caught up. Open the app with a signal and give it a moment. Nothing is lost by signing out - your log stays on the phone.
Notifications
We send exactly one kind: a message when a membership payment has failed. There is no marketing. Turn them off in your phone's settings whenever you like and everything else keeps working.
Deleting your account
You can do it yourself, from your profile or from Profile in the app. It cancels your membership and removes your account, your training log and your visit history. It cannot be undone. What we have to keep, and why, is set out in the privacy policy.
Privacy
What the app collects, why it asks for your location, and who else sees any of it is all in the privacy policy. The short version: no analytics, no tracking, no advertising, and the location reading that opens the door is never stored.