Fitness First UAE

MYFITNESSFIRST

MYFITNESSFIRST

BOOK ANYTIME, ANYWHERE

MyFitnessFirst is the Fitness First member app making your experience with us easier, faster and more convenient.

At the click of a button, you can book your favorite classes and personal training sessions!

Download MyFitnessFirst app for free now!

 

MyFitnessFirst lets you view available classes and book whatever is available in an instant, view all your current bookings, book with a personal trainer of your choice and get reminders so you don’t miss out.

MyFitnessFirst is available to registered members with a valid email address. To get access and enjoy all of the benefits, please make sure to update us with your latest email address.

Check FAQ and Booking policy to understand procedures for booking and canceling classes.

Please speak to our friendly club staff for any assistance.


WATCH THE VIDEO

HOW TO SIGN UP

FREQUENTLY ASKED QUESTIONS - GENERAL

What is MyFitnessFirst?

MyFitnessFirst is the Fitness First member app. As a registered member you are able to benefit from the following:

- View Group Exercise timetables and book in online
- Cancel booked classes online if you're unable to attend
- View Trainer profiles
- Book sessions with your Personal Trainer (Coming soon)
- Interact with our Fitness Team
- Make sure you never forget your appointments with our appointment reminder service
- Provide feedback and much, much more.

The MyFitnessFirst platform has been created by Fisikal Limited. Fisikal Limited are a software company that specialises in making innovative solutions for the health and fitness industry. Users may from time to time see Powered by Fisikal or see view notifications coming from NoReply@fisikal.com, this is expected and Users should be aware that Fisikal is providing this service to Fitness First Middle East.

How do I get the app?

Firstly, in order to gain access to the app, you must be a Fitness First member and have a recorded valid email address registered in our system.

If you do not have a registered email address in our system, you can update this at any time by visiting your club reception. If you are not sure, please come and ask our reception team to check if they have an email address recorded on your profile and which one, to check it is valid and your most recent email address.

You will need to download the app from your devices app store. You will be sent a welcome email with a link to download the app as well as your unique username and password to login to the app. Once you click on this link you will be taken directly to the app in your devices app store to download. The app is available on IOS and Android.

What if I don’t have an email address?

You can only access the app with a valid email address, so you will be required to create one if you do not currently have an email address or are sharing your email address with someone else i.e. a family member. Each member is required to have their own unique email address.

I haven’t received a welcome email, what should I do?

If you have not received a welcome email to download the app with your unique username and password, please call or visit your local club and ask our reception team.

They will first check that we have a valid email address recorded in your member profile and will then re-send the welcome email to you. You will receive it within 1 hour. And can then download the app and login straight away to start enjoying the app.

Other reasons you might not have received the welcome email include: ·

- The mail box for the email address is full and will not allow any new messages to be delivered
- The mail was delivered and has been placed in spam / junk folders
- There is an issue with sending notifications from the Software (which will affect ALL Users) It is recommended that all Users add NoReply@fisikal.com to their safe senders list or add them as a contact in their Address book marked as MyFitnessFirst

What can I do on the app?

As an app member, you will be able to:

- View your club and other club Group Exercise timetables and book in online
- Cancel booked classes online if you're unable to attend
- View Trainer profiles
- Book sessions with your Personal Trainer (coming soon)
- Interact with our Fitness Team
-  Provide feedback

Other features will be added to the app at a later stage.

Is the app available in Arabic or any other languages?

The app is only available in English for now.

 

 

I am unable to login into the app, what should I do?

If you cannot log in, it could be because of one of the following reasons:

Online:

- You are already logged in on another browser tab on the same computer
- The Member is selecting the wrong URL

In App:

- You are attempting to log in with the wrong credentials, if so you should select FORGOT PASSWORD to receive new credentials
- Your profile has been marked as INACTIVE due to changing your Members First membership status. Please speak to reception if this is the case

What should I do if I forgot my password?

You can reset your password on the app by clicking ‘forgot password’ this will send a reset password link through to your email address.  
Alternatively, visit your website club page and select LOGIN on the top right of the page and then select FORGOT PASSWORD.  

You can also select FORGOT PASSWORD from within the MyFitnessFirst app once you open it. 

The system will send you an email containing your new log in detail. This should arrive within 5 mins.  

If no email is received within 5 mins, please call or visit reception for further assistance. 

I do not like using apps and prefer to use the internet, can I still use this service?

Yes. You are able to access MyFitnessFirst by going to your local club page on the website where you will see a LOGIN button on the top right of the page. Fisikal recommends the following browsers:

- Google Chrome
- FireFox
- Chrome

I have a new email address, can I still use the app?

You will need to update your new email address in our system. Please notify our reception team and they will update it and you will be sent a new username and password with your new email address.

Can I book for swimming lessons, tennis lessons and other services offered by FF?

Currently the app is for Group Exercise and Personal Training bookings only. We will be adding functionality to the app later down the line.

How do I get help with technical support?

Should any of our members experience any issues with the software and staff members have trouble troubleshooting the issue on the member’s behalf, members should contact Fitness First Customer Service team on the following details: info@fitnessfirst-me.com

Why can I only see one club when I log in? 

Your account and app have been set up with your Home Club Location. You can change locations to view different classes by clicking on the grey location circle in the top right hand corner of the app. Remember that access to clubs will be dependent on your membership type.

Can I turn off the email notifications I receive from MyFitnessFirst ?

Yes, if you do not want to continue to receive email reminders/confirmations you can change this via the web platform (this is not possible via the app). Log on using your credentials and click on ‘Welcome.... (member name). Click on notifications, and select which notifications you wish to recieve, there are a number of settings. 

FREQUENTLY ASKED QUESTIONS - BOOK CLASSES

How do I book a class?

Please follow these simple steps:

1. Select your preferred club.
2. View class timetable, see what classes are on and how many spaces are left.
3. Click on the class to learn more about it.
4. Tap ‘BOOK’ to book a class – you will receive email notification to confirm this booking.
5. If the class is FULL, you will be added to the waiting list and notified by email once a space is available. You can view what number you are on in the waiting list.
6. There is no max slots for the waiting list at this stage. 

How do I cancel a class if I can no longer attend?

Go to ‘My Bookings’ on the app and tap on your selected class to cancel your attendance. Classes can be cancelled right up until the start of the class, but we recommend cancelling as soon as you know you cannot attend to the class to give others a chance to attend.

What if the class I want to attend is full?

You will be added to the waiting list. You will get an email notification to confirm you are on the waiting list and if a space becomes available in the class, you will be automatically added and will receive an email notification informing you also.

How far in advance can I book for a class?

You can only book 48 hours in advance of a class. If there are still spaces available, you can book into a class up until class start time The padlock sign next to the class indicates that the class isn’t open for bookings. 

How can I view my class bookings?

You can view ‘My Bookings’ on the app and that will show you all classes you are booked in for.

Can I still attend the class if the app says the class is full?

You can only attend the class if you are booked in. If the class is full you will be added to the waiting list and if a space becomes available you will be automatically added to the class and notified via email. You can only attend that class if you are notified that you are now in the class, otherwise the class is full.

You can instead look at other classes available at the same time in your chosen club or in nearby clubs.

 

 

 

Can I book for anyone else?

You can only book classes for yourself.

Who do I speak to get help using the app?

Please speak to reception in your local club if you are facing any challenges using the app or would simply like some advice and they will direct you to someone in our team who will assist you. Alternatively, you can view our instructional video.

How do I check the class timetable of other clubs near me?

Please view our instructional video or follow these simple steps:

1. Go to the top right hand corner of the app and click

2. It will show you a list of clubs you have access to as part of your membership

3. Select the club whose timetable you would like to view

4. That clubs Timetable will then be shown and you can view and book those classes

5. Alternatively, you can visit our website timetables page and search for all classes available at your preferred time/day/location. Click (here)

I am unable to book into my chosen class, why?

This could be due to the following reasons:

- The class is outside of the ADVANCED BOOKING period (2 days) which means that no Members can book for this class yet
- The class might be a premium class and you do not have a credit to book this class
- The class is full and there is no waiting list associated to the class
- You might have another booking at that time

Please ask at reception for assistance if you are still unable to book your class.

I am unable to cancel my chosen class, why?

This could be due to the following reasons:

- You are trying to cancel the class with the CLASS CLOSED period (currently not configured for any class)

Please ask at reception for assistance if you are still unable to cancel your class.

Why am I unable to go on the waiting list of a certain class?

You will always be able to join the waiting list, currently there is no limit and you can see what number you are on the waiting list. 

I don’t want to be on the class waiting list any longer, what should I do to remove myself?

You can select ‘LEAVE’ and you will be removed from the waiting list and you will receive an email notification advising this. 

Can I book a class as a guest?

Yes, you can. Just ask at club reception to add you to your requested class.

Can I book a class as a corporate member?

Yes, you can. Just ask at club reception to add you on the system so you can book classes.

How can I see classes from another branch?  

You need to select the club in the top right-hand corner of the timetable screen and scroll to the desired club or search for desired club by typing the name.

Can I look at my favourite classes in all locations? 

 At present you are not able to filter all favourite classes in all locations. As there are 34 clubs in the UAE, it could be a very long list to show the schedule in all locations at the same time.

Can I view the classes that I like? 

The STAR on the Timetable is to allow you to filter the schedule by classes that you have marked as favourites. To mark classes as favourites, please go to SERVICES and then go through the list of classes. Here you STAR the classes you want. Then on the timetable you can select the STAR and only view classes that you have starred.

Can GXI book me to the class or FOH, I don’t want to use the app .   

The FOH staff can book you manually onto a class from the front desk. You can do this whilst in the club or by calling us in advance. The GXI can add you to a class if there are still spaces right before the class

What does the Padlock sign mean?  

This means that the class is not yet open for bookings – classes open 48 hours prior to the start of the class. 

FREQUENTLY ASKED QUESTIONS - BOOK PERSONAL TRAINING

How do I book a Personal Training session?

Please follow these simple steps with 2 options to book a session:

Option 1:

1. View all info about trainers in your club

2. Select service you want to book for Personal Training

3. System will check real time availability then you can book.

4. The club and trainer will be notified.

Option 2:

1. See who is available to make a booking at a time you want

2. Select the service you want to book

3. View available times that this service can be delivered

4. View trainers that are available for the booking

5. Learn about a trainer before booking

How do I cancel a session if I can no longer attend?

Go to ‘My Bookings’ on the app and tap on your selected session to cancel your attendance. You need to cancel your session minimum 24 hours in advance otherwise the session will be charged.

Can I pay for my sessions on the app?

Currently no, however this functionality will be available at a later date. You need to book your sessions in the app and payment will continue to be made at your club with our reception team.

How can I view my Personal Training bookings?

You can view ‘My Bookings’ on the app and that will show you all sessions you are booked in for with your trainer.

Can I book for anyone else?

You can only book PT sessions for yourself.

I am unable to book my personal training session, why?

This could be due to the following reasons:

- The Personal Training service is outside of the ADVANCED BOOKING period (2 days) which means that no Members can book for this class yet 
- You do not have a credit to book this service
- You have another booking at that time|
- You have multiple profiles and they have purchased a Personal Training associated to another profile

Please ask at reception for assistance if you are still unable to book your session.

 

 

 

I am unable to cancel my personal training session, why?

This could be due to the following reasons:

- You are trying to cancel a booking in the past
- You are trying to cancel a booking within the CANCELLATION period for the Personal Training service – you can still cancel your session but you will be charged. 
- You are trying to cancel your booking within the CLOSED period
- The appointment is READ ONLY and Members cannot make changes to this booking

Please ask at reception for assistance if you are still unable to book your session.

What happens if I book a Personal Training session and do not attend?

You will still get charged for your Personal Training session unless you cancelled 24 hours in advance.

I did not receive my Personal Training credit back into my account for cancelled sessions

This could be due to the following reasons:

- You are trying to cancel the session within the cancellation period for the service
- You do not have permission to cancel the booking

Please ask at reception for assistance if you are still unable to book your session.

I am unable to book since there is no Personal Training package assigned to my profile?

This could be due to the following reasons:

- You never purchased Personal Training 
- You have purchased Personal Training and used all the credits assigned to you in the past
- You have purchased Personal Training and made bookings in the past and in the future, that has used all the credits assigned to you
- Your Personal Training package has expired
- Your Personal Training package did not automatically renew because payment failed (for subscription packages)
- Your Personal Training package did not automatically renew because it has completed its renewal cycle (for subscription packages)
- You have multiple profiles and have purchased Personal Training associated to another profile

Please ask at reception for assistance if you are still unable to book your session.

Can I book personal training as a non-member?

Yes you can. Just ask at club reception to add you on the system so you can book with your personal trainer.

I don’t want to book my own PT on app, can the trainer book me?  

Yes, your trainer can book you via their staff app or via the desktop. Reception can also book PT appointments for you.