APP FAQ
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XID APP Account Access/Sign Up FAQ
1. Signing Up
Q: My email/phone number is taken.
A: Most likely you have created an account using your email or phone number already. Please select "Forgot Passcode" to reset your account.
Q: What is an xID?
A: The xID user identification system is a universal numeric user ID for fitness equipment, mobile apps, and websites. You can use a 10-14 digit number to sign in (phone numbers are easiest to remember). There is a 4-digit numeric passcode for security reasons. Look for the xID mark to know if your club has Netpulse-connected equipment. Be sure to sign-in to track and personalize your workout activity.
Q: I forgot my passcode.
A: Please select “Log In With Your xID” and then select “Forgot your Passcode?” You will enter your email or xID where prompted to, and an email will be sent to you shortly with a new passcode.
2. Home Club
Q: I’m moving and changing home clubs. Will I lose all my fitness activity?
A: No, you won’t lose your fitness activity. Keep tracking those workouts! Be sure to change your home club in the “Settings” tab under “My Profile” to see your new club’s group fitness schedule.
Email/Password APP Account Access/Sign Up FAQ
1. Signing Up
Q: What do I need to create an account?
A: To create an account in the app you will have to enter your Full Name, Email and Home Club. If your club requires verification of your membership, please enter your barcode and home club associated with it.
Q: I forgot my xID.
A: In most cases, your xID is your phone number. Please try logging in with your phone number and a 4 digit passcode. If that does not work, please go to “Forgot your passcode?” and enter your email address. If you have an account created, you will receive an email with your xID and a new passcode to login.
Q: I signed up for a gym membership, but my login is not working for the app.
A: Your Club Fitness App login is a separate login from your membership. If this is your first time accessing this app, please select "Login" -> "Create Account" and enter the required information.
Q: I can not be found in the system.
A: If you are trying to create an account and you received a message that says “We could not locate you in the system.”, it means that you have entered a wrong barcode or home club during the registration process. You will have to enter the club you have originally signed up at. Also, please visit your front desk to make sure your key tag number was entered correctly in the system.
2. Account Access
Q: I set up an account on the app and I can’t log in.
A: Please use the “Forgot your password?” link on the home screen to contact our team and they will send you a temporary login and password for your Club Fitness App. After you sign in, please go to the “My Profile” under the “Settings” tab and create a new password.
Q: I am requesting a new password, but am not receiving the forgot password email.
A: The reset email is sent through an automated system. Please make sure you do not have any filters set to your inbox that will not accept such automated correspondence. If you used an email address with a special domain other than the regular ones (ex. @gmail, @yahoo, @hotmail), please check with the IT team that manages that domain to make sure you can get emails from us.
Q: I am requesting a new password, but my temporary password does not work.
A: Temporary passwords are case sensitive. Please make sure that you’ve entered all characters correctly. When you do copy/paste extra spaces can be copied at times. They will be considered as a character as well and your password might not work.
Username/Password APP Account Access FAQ
1. Account Access
Q: How do I get my login information?
A: To get your login to the app, please follow the steps below:
Open the app
Select "LOGIN"
Select "REQUEST LOGIN INFO"
Enter your email address
An email will be sent to you shortly to assist with the login. If you get the message "We couldn't find a member account associated with the email" when you try to request your information, please contact the front desk to ensure they have your correct email on file.
Q: I belong to a club, but i got the login details from another club.
A: Your club operates with a system that is used by multiple gyms. When you request your information with an email, the system will send you all the logins attached to that email. Please contact the front desk to ensure they have your correct email on file or which username you must use.
Q: I am trying to login, but the app says that my email already exists.
A: When your same email is linked to another account (for example, an old account, a guest account, another family member's account, etc.) you receive this error. Please follow the steps below to solve this:
Sign in with your username/password
Press "Ok" instead of "Get Help" when the error message appears telling you your email is taken
Enter a different email address or contact support for email update
Done! You'll be entered into the app.
Workouts FAQ
Q: How do I log a Workout?
A: There are three ways to record a workout.
The first is a “Manual Entry”. Here, you will open the “Record a Workout” tile and select “Manual Entry”. This will allow you to pick the type of workout and track the duration, distance, and calories burned.
You can also use xCapture. This allows you to take a picture of the display on cardio equipment once you finish your workout, and it will automatically upload to the app!
You can also use a number of third party apps and trackers such as FitBit and MyFitnessPal. The full list of these can be found in the "Connected Apps" tile. If you need help connecting a 3rd party, just let me know.
Q: What is an xCapture?
A: xCapture is a way to record your workout. To use xCapture, please open the “Record a Workout” tile, followed by “xCapture”. This allows you to take a picture of the cardio machine display and this workout will automatically upload into the app. Please make sure your camera is allowed under your phone’s settings. xCapture will not work if you do not have adequate service or wifi connection.
Q: My camera button is greyed out when trying to submit an xCapture.
A: Allowing the camera is a permission you are asked when you first download the app. If you did not allow the permission initially, don’t worry! Please open your phone’s settings, scroll down until you see your gym’s app, select the app, and toggle the camera permission so that it is “on”.
Q: How do I edit/delete a workout?
A: You can edit your workouts in the “Workouts” tab. Hold press on the workout entry and Edit button will appear as a option. To delete a workout, swipe from right to left on the workout. You will then see a red "delete" button appear. Tap this button and the workout will delete!
Q: I don’t workout on cardio equipment but want to track my workouts. How do I do that?
A: No problem, use the “Manual” entry feature under “Record a Workout” and enter in your workouts by day. You can also link 3rd party tracking apps and devices to your account under the “Connected Apps” tab to automatically track workouts.
Q: What if I don’t want my workouts highlighted on the Activity Feed?
A: Please go to the “Side Menu” and under “Privacy” where you can control your profile settings.
Connected Apps/Devices FAQ
Q: What apps/devices can I connect with?
A: For a full list of apps to connect with, please visit the “Connected Apps” tile.
Q: I don’t see my favorite connected app/device, are you adding more?
A: We are continuously adding more. Please let us know your favorite so we can add it to the list support@netpulse.com.
Q: How do I connect other apps/devices?
A: Please open the “Connected Apps” tile and select “link” next to the app you wish to connect. You will then be guided to a screen where you will log into your connected app account.
Q: Can I link more than one 3rd party app and device?
A: Yes, you can link multiple apps/devices and they will all track.
Q: My workouts are duplicating.
A: If two connected apps are linked to each other and linked to your Netpulse account you will see duplicate workouts in your workouts tab because both sources will send data to Netpulse.
Q: I don’t see my 3rd party app summary on the “Dashboard” page. Are my accounts linked?
A: Try a few steps to ensure your account is linked properly:
Log out and sign back into your 3rd party app account
Log out of the App and sign back in
Please note, if you are using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears in the app. Still having problems? Email support@netpulse.com for assistance.
Goals and Challenges FAQ
Q: How do I Create a Goal?
A: You can create a personal goal by accessing the Goal Center section of the app. Here, it will allow you to pick your goal type, target and duration.
Q: Can I have multiple goals at once?
A: No, you can set only one goal at a time.
Q: Can I create a goal for me and my friend?
A: No, this is your personal workout tracking account. If you attend the same gym with your friend, you can, both, join a challenge created by the club.
Q: How long does a challenge last?
A: Please visit the challenge page on the App to view the challenge details or you can visit the front desk at your home club.
Q: What if I am on vacation during the challenge but still want to participate?
A: You can participate on the go! Link to your 3rd party apps/devices (Fitbit, Runkeeper, MyFitnessPal, etc.) under the “Connected Apps” tab.
Q: Can I participate in more than one challenge?
A: Absolutely, join as many as you’d like.
Q: My workouts are missing from the challenge.
A: Please be sure your snap a photo of the cardio machine with Xcapture with the post workout stats and/or confirm your 3rd party devices are synced. Please visit the “Challenge” tab on the App for full challenge details as rules can differ per challenge. Please note, if you are using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears on the leaderboard.
Q: I signed up for the challenge but my workouts aren’t counting towards it?
A: Please check the start date of the challenge in the App, it may not have started yet. Your workouts will begin recording when the Challenge officially starts. Please note, if you are using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears on the leaderboard.
Q: How do I leave a challenge?
A: Please sign into the App and go to the “Challenge” tab and click on the challenge you have joined. From there, you can click on "Leave" in the upper right corner. This will remove you from the club challenge.
Rewards FAQ
Q: How do I earn points?
A: There is a “Points” section in the “Rewards” feature with the list of ways to earn more points. Follow the rules to increase your points balance.
Q: How do I claim the reward?
A: Go to the “Catalogue” section in the “Rewards” feature and select which one you want, press “Claim” to redeem the reward.
Q: How do I redeem the reward?
A: After selected reward is claimed, it appears in “My Rewards” section. When it’s time to redeem the reward, go to ‘My Rewards’, select the needed one from the list and press “Redeem”. Use the provided link and code to finish the action.
Have new ideas?
Q: I have some ideas for new features. How do I pass that along?
A: Please email our Support team at support@netpulse.com. We love receiving feedback and new ideas, and will respond back to all inquiries.
Last Updated: June 15, 2018
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