General FAQ
Can members cancel their own membership?
Not directly — there’s no cancel button. But a member who deletes their account has their subscription cancelled at the end of the billing period, so that’s the self-service path in practice.
It’s reversible while they’re in deletion pending. See How a member cancels.
Can a member belong to two gyms?
No. A user belongs to one gym. Cross-gym membership and visiting-athlete access aren’t supported.
Do members need the app?
No. Everything works in the web portal. The app adds biometric login, push notifications, and offline access — but nothing is app-only.
What happens to a member’s data if they cancel?
It’s retained. Check-ins, workout logs, PRs, and signed documents all survive. If they return, create a new subscription on their existing record rather than a new record.
Can I export my data?
Members export to CSV. For a full data export, contact support.
Does Avex hold my money?
No. Payments go directly to your own Stripe account. Avex never holds funds.
Can I run more than one location?
Yes. Add locations under Schedule → Locations, each with its own timezone.
What happens if a member’s card expires?
The payment fails, they’re notified with an update link, and Payment Recovery follows up if enabled. Most resolve without staff involvement.
Can I customize what the AI says?
Yes — see Set your gym’s voice. You can also run every skill in Assist mode so nothing sends without your approval.
Can I turn the AI off entirely?
Yes. Set every skill to Off in Agent Tasks.
How do I get a branded app for my gym?
Gym-branded apps are coming soon for the Dominion tier — your gym’s name, colors, and icon, published as its own app. Talk to your Avex contact to get in line.