Hey, welcome to Quoox University.
In this course we’re answering frequently asked questions. And in this video, we’re going to look at the frequently asked question or scenario of “my member can’t log in”. So there’s a couple of ways we can do this.
Essentially, it might be that the member selects that they’ve lost or forgotten password through their FitnessHub login. If for any reason that’s not working, we can go in and see what we can do. So we’re going to start by going to my.quoox.com. We’re going to log into our facilities dashboard. And then we’re going to click on the left-hand side and go to manage, and go to members.
So let’s say it’s Lucila that’s forgotten her password. You click into her member account. You go into details. And here is where we can make the first check that the email address has been input correctly. Confirm that with the customer first. If it’s all looking good, it may be something different. It might be that maybe the password link won’t send, it’s gone to their junk email, get them to check that. But if there’s an error, so for example, it was supposed to be 100. We can update the email address. However, if we’re not sure that there’s anything wrong here at all, what we can do is scroll down to the bottom and you can set or change the password for the user.
So you can set in your own password, something easy, and then you can let them know what you’ve changed it to. And then they can log themselves in and change it themselves should they wish. But essentially you can manage this for the member from here, or you could change the password here first.
Check it on the FitnessHub portal and use their login details with the new password you’ve created and make sure there’s no secondary issue. If for any reason, it’s still not working (once you’ve tried to log in with the password you’ve just created), please don’t hesitate to raise a ticket through your Quoox platform. And the support team will be able to get a look at that and see if there’s a backend issue that’s occurring. But a lot of the time it is just a case of resetting the password and getting your member to log in again.
Be sure to save any changes that you’ve made, so the password becomes applicable to that account. And you should be good to go.
If you’ve got any other questions, as just mentioned, don’t hesitate to get in touch, or have a look at support.quoox.com. And I look forward to seeing you on the next video. See you soon.