Login and app problems

A member can’t log in

Cause	Fix
Wrong email	They’re using a different address than the one on their record. Check the record
Never set a password	Resend their invitation
Forgot password	They use Forgot password on the login screen
Account deleted	Check whether they requested deletion

A member sees no gym

They’re signed in but showing the org-less experience — the account isn’t linked to your gym. Usually a duplicate: they signed up independently with a different email. See Merge a duplicate.

Staff can’t see something they should

Almost always a role issue, and almost always a stale session. Role changes take effect on next sign-in — have them sign out and back in.

If it persists, verify their role in Settings → Staff.

Notifications aren’t arriving

Check in order: their notification preferences, device-level permissions for the app, whether they’re signed in, and whether they have the app installed at all.

The app looks out of date

Avex ships updates over the air. Fully closing and reopening the app picks up the latest version.