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NEW APP SUPPORT EXPERIENCE LAUNCHES 12/4/23
We have launched a new FAQ/Support experience in the PF App for users in the US, Canada, and Puerto Rico. Some key features of the new experience will include:
An improved navigation experience which categorizes support topics at a high level, making them easier to navigate
Better highlighting of support topic resolutions within each FAQ which will easily direct users to the correct support team either within the app or on the PF Website
Other enhancements include consolidating the mobile app account menu to easily access the support flow, updating FAQ responses so that they are up-to-date with current PF policies, and more!
PERSONALIZED WORKOUTS IN THE PF APP
PERSONALIZED WORKOUTS IN THE PF APP
We are happy to announce the PF App now offers personalized workout recommendations! On August 29, we launched a new app feature that customizes a series of digital workouts based on the user’s profile selections. We are dedicated to helping our app users achieve success along their fitness journey and are excited at this first step in creating a more personalized experience.
MOBILE DAY PASS TEST UPDATE - 6/19/23
MOBILE DAY PASS TEST UPDATE - 6/19/23
On April 10, the Digital team launched the mobile day pass test, where a randomized 20% of prospects in the US and Canada see the option to claim a day pass in the mobile app. The mobile day pass registration and redemption process is more secure than web day pass because it requires two-factor authentication via mobile app account creation, limited access to the club pass, and updated redemption eligibility where prospects are only eligible to claim a mobile day pass every 90 days.
Early test results show that the join rate of prospects that redeem a mobile day pass is 12% higher than web. With these positive results, we will expand the mobile day pass traffic from 20% to 80% tomorrow, June 20. This means that 80% of prospects will see the option to claim a mobile day pass.
Later this month, we are also launching a corresponding email journey to help support mobile day pass redemptions and joins. As part of this journey, prospects who have claimed a mobile day pass, but haven’t yet redeemed it, will be reminded to redeem their mobile day pass five days after claiming it in the app. Additionally, once a prospect checks into the club to redeem their mobile day pass, they will receive a follow-up email with an offer to join.
As a reminder, all clubs who currently have web day pass enabled will automatically have mobile day pass enabled. Similarly, clubs that currently have web day pass disabled are also opted out of the mobile day pass. You may adjust your participation in the web/mobile day pass program via the Allow Day Pass option in CCM. To note, changes to this setting will impact both mobile and web day pass.
It is important for club teams to understand what to expect and the actions to take when a mobile day pass is presented in club. A detailed overview of the mobile day pass process is available in the PF Mobile App course on PFU as well as on FRM.
Online Cancellation Guide & FAQ*
Online Cancellation Guide & FAQ*
*CALIFORNIA & ILLINOIS CLUBS ONLY
*CALIFORNIA & ILLINOIS CLUBS ONLY
Online Cancels_Training Guide_Web ONLY+Freeze+Downgrade_02032023.pdfREDESIGNED PF MOBILE APP [11/21/22]
As a reminder, our PF Mobile App is getting a new look! Over the past few months, the PF App has been undergoing a phased redesign.
Check out this updated PF App video link for an overview of the experience.
Visit as well as in the newly-updated PF Mobile App course on PFU for training, additional information and more. Please share with your team members and don't forget to check out your own app!
MOBILE APP REDESIGN: PHASE 1
MOBILE APP REDESIGN: PHASE 1
Our Mobile App is getting a new look! Over the upcoming months, the PF App will be undergoing a phased redesign (U.S., Canada, Puerto Rico). This first release, which will be live to to most users August 22nd will feature a number of updated screens throughout the app, including an updated account menu, Perks screens, digital keytags, and upgrade screens. Update your app to the latest release 9.4.1 to see the updated experience! Club teams can access a training guide related to these changes in the PF Mobile App course on PFU.
PF MOBILE APP VERSION UPDATE
PF MOBILE APP VERSION UPDATE
On March 1st, PFHQ will be retiring older versions of the Planet Fitness Mobile App. Members and prospects that are using older versions of the app, version 9.2.11 and previous, will no longer be able to use the app, including the key tag feature. Users on these older versions will receive a notification (example below) indicating that the version of the app they are using is no longer supported and that they need to tap “Update Now." Please note, there are a very small number of users on versions 9.2.11 and older, less than half of 1% of all mobile users over the last 30 days.
Should a member have a question regarding the notification, below are a few helpful points for club team members to use:
Sunsetting, or retiring, older versions is standard best practice for mobile applications in order to ensure best performance.
A message was sent on February 10th to users on versions 9.2.11 and older, warning users that they need to update their PF Mobile App and informing them that they would soon lose access to the app if they don’t.
In order to access any new features of the app, or use the app at all, users that are displayed the message must update to the latest version of the PF Mobile App.
Online Cancels_Training Guide_12012021_FINAL.pdfNEW DIGITAL RELEASES
NEW DIGITAL RELEASES
ACCOUNT MANAGEMENT: The first phase of Account Management features in the PF Mobile App is targeted for systemwide launch on Monday, December 6th! To assist you and your teams in understanding the upcoming features and how they can support members in-club, a detailed training guide is now available on FRM.
ONLINE CANCELLATIONS: We will also be launching a new online cancellation feature on Friday, December 10th. Initially, the functionality will be provided only to users in markets where it is legally required to provide members with an option to cancel online (California, New York, Arizona, Illinois, Delaware). The first phase of this feature allows eligible members to cancel their club membership online, via both PlanetFitness.com and PF Mobile App. Once the user opts to cancel, basic information about why the member is cancelling is collected as well as any outstanding fees.
Please note that not included in this release is the ability to reactivate a cancelled membership or the ability to transfer, downgrade, or freeze a membership. Additionally, this release is not for the full system, but only for the previously mentioned states as per legal requirements. A detailed training guide is available on FRM for teams in clubs where the feature is available to familiarize themselves with the specifics of the process.
NEW ACCOUNT MANAGEMENT FEATURES ON THE PF MOBILE APP
NEW ACCOUNT MANAGEMENT FEATURES ON THE PF MOBILE APP
After a successful period of in-club testing, the first phase of Account Management features in the PF Mobile App are targeted for a system-wide launch during the week of December 6th. With this release, members will have the ability to:
Be alerted to an outstanding balance (for Club Account balances) when opening the app via a mobile pop up
View an itemized breakdown of their outstanding balance if they have one
Make a real-time payment of the outstanding balance using a credit/debit card
View and update their primary billing information
Notifying members of an overdue balance and allowing them to resolve the issue via the app provides members with a simple, discrete solution while reducing the workload of the front desk team and improving collections. We will continue to add further Account Management capabilities to the app in subsequent phases.
Note that only members with an outstanding balance will receive a mobile pop up alert upon opening the app. However, all members will be able to tap on “View Balance” in the My Account menu. It will not be possible to make a partial payment in the app as the payment must be for the full amount shown. Currently, the only accepted form of payment will be credit/debit card.
Mobile App Talking PointsV2.0_06302020.pdfMobile App User Guide_v4.0_02052021_FINAL.pdfApp Adoption 1-2-3! V5.7 2.18.2021 (1).pdfMobile App FAQ 2021.docxPF_App-Join_QR_8-5x11.pdfPage updated
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