"I don't have to be a technology expert to use gymGO - It's that easy!"

Video Conferencing Platform

How do clients and trainers connect on gymGO?
Trainers and clients connect in real time via live, two-way video. Both WiFi and 4G cellular connections support the gymGO platform.

What kind of devices does gymGO work on?
gymGO works on most devices including laptops, desktops, mobile devices, smart TVs and tablets. A larger screen will allow you to see images more clearly. If using gymGO on your mobile device, you will need to log in through the gymGO app.

What operating systems / browsers does gymGO work on?
gymGO works on both Windows and Mac operating systems and is compatible with Google Chrome, Mozilla Firefox and Microsoft Internet Explorer browsers. We also have mobile apps for iOS and Android devices that are available on Apple and Google Play stores.

What is the difference between a private group session and a public group session?
In a public group session, the trainer and other participants in the session are able to see and hear you while training-this is perfect to take with a group of friends! In a private group session, only the trainer will be able to see and hear you.

What exercise statistics can be tracked during sessions?
Heart rate data can be tracked in real time via wearable devices synced through your gymGO mobile app-this data can be seen by your trainer.

Getting Started

What type of sessions do you offer?
gymGO offers a wide variety of classes ranging from high-intensity interval training to stress-reducing mind-body classes. You can also find informational classes on gymGO, such as fitness assessments and nutrition.

What fitness equipment do I need?
Each class description will let you know if there is any equipment recommended for the class. However, equipment is not required and any exercise can be modified to meet your needs.

How long do sessions last?
Most small-group personal training and 1-on-1 personal training sessions are 30 minutes long. Our small-group yoga and Pilates classes are 60 minutes.

How much does the program cost?
Please visit our pricing page at http://gymgo.com/pricing.

Why is my profile picture loading sideways?
If your profile picture is loading sideways, you will need to use a photo-editing program to rotate the picture before uploading it to gymGO.

How long do I have to reserve a spot in a session?
Spots can be reserved up to 30 minutes prior to the start of a session, provided no other clients have reserved any spots. If other clients have reserved spots, you can reserve one up to 10 minutes prior to the start of the class.

How do I join into a scheduled session?
10 minutes prior to the start of a session, a JOIN button will appear in the session tile on your My Sessions dashboard. Click to enter the session.

How do I reach customer and technical support?
If you are experiencing technical problems or have any questions, you can contact customer support between 9am and 6pm Monday through Friday. Please contact us via email at support@gymgo.com.

Payments and Cancellations

How do I purchase additional sessions?
Additional sessions may be purchased by logging in to https://app.gymGO.com and clicking on "Buy Points" menu option. You cannot purchase points through the mobile app at this time.

When can I expect to be billed for my subscription?
If you choose a subscription package, you'll pay for your first month when you place the order and automatically be charged every month, unless canceled before the next billing cycle.

Do session credits expire?
Session credits for pay-as-you go packages expire six months from the date of purchase. For monthly subscriptions, session credits expire and are renewed monthly.

How do I cancel my subscription service?
Monthly subscriptions can be canceled at any time by contacting support@gymgo.com. If you've already been billed for the current month, your cancellation will take effect in the next billing cycle. There are no refunds once a monthly subscription has been billed. You can also contact support if you wish to upgrade your subscription.

What if I need to cancel or reschedule a session?
You can cancel or reschedule a session 24 hours prior to the start time of that session. If a session is not canceled within 24 hours prior to the start time, session credits will be lost.

What happens if a trainer doesn't show up-or shows up late for a scheduled session?
A trainer is instructed to cancel a session at least 24 hours prior to the start of the session. If that trainer is late or misses a scheduled session, please contact support@gymgo.com. Your satisfaction is our priority and we want to ensure that you have an enjoyable experience while using gymGO.

Video Conferencing Platform

How do clients and trainers connect on gymGO?
Trainers and clients connect in real time via live, two-way video. Both WiFi and 4G cellular connections support the gymGO platform.

What type of devices/equipment do I need to use the gymGO platform?
We recommend a device with a screen size and capability that allows you to see up to six clients clearly at the same time (laptop, desktop or smart TV). A two-way camera device is also necessary. Trainers are not able to host training sessions on a phone or iPad/tablet, but can schedule all sessions from these devices.

What operating systems / browsers does gymGO work on?
gymGO works on both Windows and Mac operating systems and is compatible with Google Chrome, Mozilla Firefox and Microsoft Internet Explorer browsers. We also have mobile apps for iOS and Android devices that are available on Apple and Google Play stores.

What exercise statistics can be tracked during sessions?
If enabled by the client, their heart-rate data can be tracked in real time via wearable devices synced through their gymGO mobile app. This data can be seen below the client's video image on your screen in a live session.

Getting Started

Payments and Cancellations

How do trainers receive payment?
Trainers will be required to have a PayPal account and all payments will be deposited through PayPal. Payment is released up to 48 hours after a session has been completed.

What happens if my client(s) shows up late or misses a scheduled session?
If the client doesn't cancel within 24 hours and misses a session, you will still get paid for the session. If a client isn't there at the start of a session, it is our policy that trainers stay for the entire session length in case the client does show up late.

What if I need to cancel or reschedule a session?
Trainers must cancel or reschedule a session 24 hours prior to the start of their class. The cancel button can be found on the session tile on your My Sessions dashboard.

What happens if I log in late or miss a session?
If you know ahead of time that you will be late or miss a gymGO session and it is within 24 hours of your scheduled class, please contact support right away. If you log in late or miss a class without contacting support or cancelling within 24 hours of session start time, gymGO reserves the right to remove you from the system.

When can I expect to be billed for my subscription?
You'll pay for the first month of your subscription at the time you place the order and then will be automatically charged every month thereafter, unless canceled before the next billing cycle.

How do I cancel my subscription service?
Monthly subscriptions can be canceled at any time by contacting support@gymgo.com. If you've already been billed for the current month, your cancellation will take effect in the next billing cycle. There are no refunds once a monthly subscription has been billed. You can also contact support if you wish to upgrade your subscription.