Tech Support

I forgot my email or password and am unable to log into the Gem Fitness membership site

Here’s the link for the membership site: https://gem-fitness.com/login-to-your-account/

Click on “Send me a Snappy Login Link™ instead” in the bottom left corner to send a link to the email address you signed up with so that you can log in

Click on “Lost your password?” if you want to reset your password and know the email address you used to sign up.

If you don’t know the email address you used to sign up, either search your email for messages from “coachsarah@gem-fitness.com” or send an email to coachsarah@gem-fitness.com with your full name so that we can find your email address in our system.

I’m getting a 404 error on the website or otherwise unable to access the membership site

If you’re logged into the membership site, log out and log back in.

Refresh your browser connection and clear browser cookies.

If the issue persists, please email coachsarah@gem-fitness.com with the subject [Tech Help].

I can't get into the zoom room

If you cannot get into the zoom room, please make sure you have the right link for the right class on the right day.
Other than a wrong link, here are some reasons why you might not be able to get into a zoom room:
• You forgot to register for this class (you may be using last week’s link)
• Your user name is not your first name last initial (aka we don’t know who you are)
• You are late to class (late admittance is not guaranteed as it can disturb class)

How can I see my future appointments?

We HIGHLY recommend adding every single class and appointment with Gem Fitness to your phone or outlook calendar using the buttons in the confirmation email. Why?? This will allow you to open your calendar and search “Gem Fitness” to show you all future appointments with us.

I don’t have a zoom link!! What do I do?

If you are trying to get into class and realize you do not have a zoom link, there is a pretty high chance you just forgot to sign up for this particular class. If you do not have a confirmation email or zoom link for this class on this day and time, your registration was not completed.
If you are trying to get into a 1:1 check in call or other meeting… please check the confirmation email or reminder email under location or contact the person hosting the meeting directly for an updated link.
We have zoom integrated for most appointment types, but there are a few miscellaneous types that require manual sending.

How do I access and sign in to the community board?

Go to gem-fitness.com/dashboard
Click community on the left hand side
Sign in using same username and PW as your membership
**If PW does not work, just hit “forgot password” to reset it

I cannot access the live classes, the workout gallery, or the resources

First: double check that your level of the program matches the access you are looking for. Basic, Uplevel, and Premium should have access to live classes. Uplevel and Premium have access to live classes and workout gallery. Resource access varies.
**If you aren’t sure of your level, go to gem-fitness.com/dashboard and you can see your level membership will be lit up on the menu option. You can click that and it will tell you what you have access to

What level membership am I?

If you aren’t sure of your level, go to gem-fitness.com/dashboard and you can see your level membership will be lit up on the menu option. You can click that and it will tell you what you have access to

How do I make changes to my account?

If you want to upgrade your account -- Please email support@gem-fitness.com to notify the team of your wish to downgrade. Let us know which level you are currently at and which level you would like to switch to.

If you want to downgrade your account -- Please email support@gem-fitness.com to notify the team of your wish to downgrade. Let us know which level you are currently at and which level you would like to switch to.
*Please note: this should be done with 2 weeks notice so that we have enough time to make the changes before your next payment. There is no guarantee for notices less than 2 weeks. There are no refunds, your account gets switched over to the lower level on your next payment cycle.

If you want to cancel your account -- you must give 2 weeks written notice via email to support@gem-fitness.com and you must be through your commitment (or in your 14 day grace period). Cancelations can only be done via email and MUST be 2 weeks notice. If your payment is due in that 2 weeks, your account will be charged and canceled for the following month. If you have not completed your commitment, please check your membership agreement for policies on this.

Where do I go if I have further questions?

If this page did not cover your question, please email coachsarah@gem-fitness.com with the subject line TECH HELP and we will get you an answer as quickly as possible

What is the response time for the tech team?

If we can answer our question, we will within 1-2 business days. If we cannot, we will forward it to our tech team and then forward you their response. This can take 1-3 business days depending on tech team’s case load and complexity of the issue.

Why am I not receiving any emails?!

Please make sure coachsarah@gem-fitness.com and support@gem-fitness.com are added to your contacts/safe sender list. If you don't see any emails from us, please make sure the email you gave us is the email you check most frequently and search for our emails in your spam folder.

We have no control over spam filters in your inbox, so please make sure to check there and take the steps necessary to move us into your regular inbox.

If you still don't see emails from us, shoot us a message at support@gem-fitness.com

If emails continue to give you issues, please text us 610-427-2611

Please DO NOT contact Sarah or the team via social media.
We do not handle accounts via social media for quality assurance purposes.