It Depends — the urgency of your issue might affect how fast we respond.
Here's how we prioritise:
App or payment issues: Usually actioned the same day
Membership/account questions: Typically within 2-3 business days
Equipment issues: Flagged to the local team ASAP, but fix time may depend on staff, safety, or supplier availability
General feedback or requests: Logged and reviewed
These get bumped to the top:
You can’t check in or get into the gym
Payment failures or billing errors
The app won’t load or function at all
Hardware faults at the gym (gate, lockers, etc.)