frequently asked questions

Is this app only for members, or can non-members (guests) use it too?

This app is for members and non-members (guests).

What is the Fitness First Mobile App? 

This mobile app allows members to book and/or buy classes (coming soon) across the network and search available classes or view class timetables in real time. Members can also track and manage booked classes on the app. The app also has other features for members such as rewarding badges and taking part in club challenges.

For guests, this mobile app only allows you to view the schedule of classes. If you would like to try a class, please click here to register for a trial session.

Do I need to pay for the app? 

No, the app is free for members and guests.

What devices can I use the app on?

You will need a Mobile device Operating System that is iOS 11.0 and above or Android version 5.0 and above.
Note: We recommend that you regularly update your device operating system and app for optimum experience.

Is the app available in all stores?

The Fitness First app is available in Google Play Store and Apple App Store.

Do I need an internet connection to use the app?

The App requires internet connection when in use. Users will not be able to see updated classes/functions without an internet connection. You may need to login again once you get your connection back online. The app does not support offline mode.

I tried to register as a member but received an error. What do I do next?

1) Check if you are using the same email address as listed with us in our membership system. The app recognizes the members by their individual email addresses. Your email must be uniquely tagged to your membership account.

2) You can also speak to the club staff/ front-of-house to update your personal email address in the membership system. Alternatively, please contact us via our  Contact Us Page.

Why can’t I register for the app using my email account? It says “The field email is already being used”

This error will show when you try to create a new account while an existing Fitness First app is already using this email. To resolve this issue, use a different email if a family member is already using this email address to register for the app. If you are a member, you will need to use the same email address that you have registered for your membership. To resolve this issue, use a different email if this email has been used by other(s) to register for the app.

I did not receive my verification code. What should I do?

Should you not receive any email with the verification code, you can tap on “I didn’t receive the code” to re-send an email. Also, check your spam folder as your filters may be stopping the email from coming through to your inbox.

My membership wasn’t found. What do I need to do?

It could be due to several different reasons:

1) Check that you used the same email address as listed with us in our membership system. If you are unsure, please contact the club to check.

2) Or, your email address was used for multiple memberships (e.g. shared email address with another family member). Should this be the case, please contact the club so that we can update your email address in the membership system.

Upon re-joining a cancelled membership, can I use the same email address that I have previously used in my old membership account?

To avoid email address duplication error please provide a new email address upon re-joining. If you do not have an alternative email address, please speak to our club staff / front-of-house so that they can help to amend/remove the email address from the cancelled membership.

"I have already created an account. How do I log in?"

Just after the on boarding, you can click on “I am a member” . On the next page, instead of filling your details, simply click on “I already have an account”. You will then be taken to the login page where you will be able to log back in.

I created my account with Facebook and logged out. How do I log back in?

Simply select “Continue with Facebook” in the “I’m not a member” and Facebook will log you right back in. Do note that logging in with Facebook does not allow you to access member only functions.

I am not a member and I tried to book a class but I am not able to do so.

Booking of classes is only available for members due to the reduced capacity control measures put in place for the current COVID-19 situation.

What happens if I don't log out?

You will remain signed in. To log out go to More > Log out

Are all classes available for booking via the app?

All classes are only exclusively for members only and are not bookable for non-members.

How do I start booking my spot through the app?

Please follow these steps:

1) Download Fitness First app through App Store / Play Store

2) Sign in / Sign up as a member by entering your email address (please use the email provided when you joined the club), create your own password (for first time login only) and select “Singapore” as your country.

3) Click on Class Topic and search for one of our classes scheduled and click on the "Book" button.

4) Your class is now booked.

Is the app available for booking daily?

Yes, the app is available for online booking 24/7 daily.

How far in advance can I book a spot in a class?

Classes are open for booking 46 hours before the class . Booking acceptance is 24/7 every day.

How do I cancel my bookings?

See "Waitlist, No-Show and Cancellation Policy"

Can I attend a class if I haven’t booked a spot?

Members will not be admitted to the class without a booking from the app

Where can I view my class bookings?

In the Home screen, click on Bookings in the menu bar at the bottom. This will take you to your upcoming and past classes.

How soon should I arrive before the scheduled class starts?

Please check in with the Front of House prior to your respective sessions. Group Exercise participants and Personal Training clients will be allowed entry to the club up to 15 minutes prior to the start of class/booking.

If I’ve already booked my spot in a class through the app, do I still need to register/verify my attendance at the club?

You are required to show your booking on screen and check-in your attendance at the front counter. Once the check-in time is over, you will not be able to enter the class and your booking will deemed invalid. We reserve the right to refuse any late attendees for safety reasons.

Why can’t I use multiple devices to make bookings via the Fitness First Mobile App anymore?

To maintain fair usage, and fairness to all members, concurrent attempts to book the same class on a different device will be blocked from 19 Jan onwards. This change has been implemented to reduce the frequency of spam that is experienced on the mobile app.

On the Home screen click on Bookings > Upcoming > Click on the booked session you want to cancel > Click on 'Cancel booking'. 

For members - group fitness class and gym floor bookings

• No penalty imposed on cancellations made more than 2 hours before the class starts.
• Members who cancel their bookings less than 2 hours before the session or did not show up for the session will incur a penalty.  Booking privileges will be suspended for 7 days after a member receives 4 penalties over 30 consecutive days.
  
  
  

How do I go on the waitlist for a class or gym floor booking?

• On the timetable, select the preferred class or gym floor that you want to book > tap on Register on Waitlist if the class is fully booked.
• You can go on a waitlist up to 90 minutes before the class starts. The waitlist window closes 90 minutes before the class starts.

Members on waitlist will automatically be bumped up once the slot is available. You will be notified on the app and via email on the confirmation of your slot.

How do I cancel my bookings if I am booked into a session from the waitlist? 

On the Home screen click on Bookings > Upcoming > Click on the class you want to cancel > Click on 'Cancel booking'.

For waitlisted members - group fitness classes and gym floor bookings

• No penalty imposed on cancellations made more than 30 minutes before the class starts.
• Members who cancel their bookings less than 30 minutes before the session or did not show up for the session will incur a penalty. Booking privileges will be suspended for 7 days after a member receives 4 penalties over 30 consecutive days.

Example: You have incurred penalties on:

- 2 Nov >> 1st strike

- 8 Nov >> 2nd strike

- 12 Nov >> 3rd strike

- 16 Nov >> 4th strike

Suspension Period: You will be suspended from booking access to the clubs or classes for the next 7 days with effect from 17-23 Nov. Suspension will be lifted on 24 Nov.

You can view your penalties and suspension period under “More” tab.

How do I know my waitlist position? 

It will be indicated on your screen under “Register on waitlist” tab once a class is full. You can also view it under “My Classes” tab after you have registered on a waitlist.

What if I have a class booked during my suspension period? 

You can still access the club or class if you already have a confirmed booking during the suspension period.

“I just completed an achievement but I didn’t get the badge.”

Achievements are automatically calculated online and can take up to fifteen minutes to be awarded. If after fifteen minutes you still haven’t received your achievement, please send your feedback on the app.

What kind of challenges can I take part through the app?

The club or country will post new challenges in the app from time to time, so watch out for it.

Can I take part in more than one challenge at a time?

Yes, you can.

Can I invite my friend who is a non-member to participate in the challenge? Can non-members take part in the challenges?

Challenges are open to members only.

What data does the app collect, and how will it be used?

Protecting your privacy is important to us. Please review our Privacy Policy for a description of our privacy policies and an explanation of how we may use any personal data collected in the course of your use of the App.We and/or our third party service providers may collect information about your location when you use or access the App. The location data we collect varies in degree and is dependent upon data from your device through settings you activate on your device; or other location sources such as IP address. You may disable the collection and use of your location data through your browser, operating system, or device-level settings.

Read more of our Privacy policy: https://www.fitnessfirst.com.sg/privacy-policy

Do I get any notification from the app?

Yes. Please enable the "Notification" setting in your phone to allow notifications to come through.

Change Of Policy

Fitness First reserves the right to alter any of the clauses contained herein in compliance with local legislation, to meet its global policy requirements, and for any other purpose deemed necessary by the Company.