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All FITNESS SF locations are now open.

For the most up-to-date information regarding reopening, click HERE. View our Health and Safety Standards.

These are the questions we hear a lot and hopefully you’ll find the answers below. But if you have others, please don’t hesitate to contact us – we’re here to help. Please choose a section below.

COMING SOON!

How do I log into my FITNESS SF account?

Please download our app. You can also log in through our Online Member Portal from any web browser.

Am I being charged for the App?

As a member, you have access to all of the features in the FITNESS SF app. If you choose to work directly with one of our Fitness Professionals, there are fees associated with products and services delivered via the app.

How do I get my username and password?

When you join FITNESS SF, you will receive an email to set up your password. Your username is the email address you have with us on file. If you do not receive an email, you can click "forgot password" and enter the email you have on file with us to set a password.

What are the minimum requirements for the app on iOS and Android?

Android 6.0 or higher

To find out which Android OS is on your device:
- Open your device's Settings.
- Tap About Phone or About Device.
- Tap Android Version to display your version information.


iOS 11 or higher
On your iPhone, or iPad, to find the software operating version installed on your device:
- Go to Settings > General, then tap About.

I forgot my username or password?

If you have forgotten your login information, you can reset your password here.

How do I update my billing information or make a payment?

To update your billing information online, log into your account, go to Profile > Billing Information > Update Payment Method. To pay a balance due, go to Profile > Billing Information > Make a Payment. Please note that it can take up to 24 hours for your payment to be processed and posted to your account.

How do I update my personal information?

To update your personal information, please contact us.

How do I view/download my statements?

To view/download statements, go to Profile > Statements & Transactions > Download Statement. You will need to select the month you would like to view.

How do I view my upcoming training sessions?

Any upcoming training sessions booked will show up in the “Home” section when you log in to your account or in the “Training” section.

How do I reserve a spot to use the gym?

1. Log into the FITNESS SF app
2. Go to the Home Page or the Reserve a Spot page
3. Choose your Location, Day and Time slot
4. Click “Confirm Reservation”

What to know before you confirm:
• One reservation per person may be booked at a time. Once you complete your reservation, you can reserve another spot.
• Reservations are limited to a 55-minute workout.
• You may cancel your reservation up to 1 hour prior to the start time.
• Three “No Shows” will result in not being able to book for 24 hours

When you arrive at the gym:
• Make sure your FITNESS SF App is open
• Click the Orange Circle QR code from the Home Page
• Check the Box and Accept the Health Questionnaire
• After you accept, a barcode will appear. Please show that to the Customer Service Rep at the front desk

Do I need to reserve a spot for in-person or livestream group x classes?

No. Currently all classes are first come, first serve.

My trainer and I plan to train virtually. How do I connect?

All upcoming training sessions will appear on the “Home” section of the App/Portal. When your session time begins, click on the camera icon to join the one-on-one video conference.

How do I view my remaining training sessions?

Any unused training sessions will show up in Profile > Training Packages.

How do I adjust my notifications?

You can view or edit your notifications by navigating to Profile > Notification Settings. You can select which notifications you’d like on or off. 

What is the “Workouts” section?

COMING SOON - FITNESS SF has partnered with PEAR Sports to offer interactive, real-time audio and video workouts & plans created and curated by FITNESS SF.

What is the “Nutrition” section?

FITNESS SF has partnered with EatLove to give you personalized meal recommendations and coaching to help you build lasting, healthy habits. Easy recipes, smart restaurant choices, grocery lists and optional delivery. For more details, please visit EatLove’s FAQ.

How do I report an issue?

Please go to Profile > Contact Us. Otherwise please visit the contact us page on our website. We’d love to hear from you.

Can I check out the gym before joining?

Yes. Please fill out the form on our Experience Us page.  

Is there an age requirement to join or try the gym?

Yes. You must be at least 18 years old to join or 14 years old with the consent of a parent/guardian.

Is there parking?

YES. We offer FREE parking at most FITNESS SF locations. Once you become a member, you can obtain a parking sticker from our front desk staff by providing a photo ID and your license plate number.

My company is interested in a Corporate Wellness Program, who should I contact?

We work with many corporate partners in the Bay Area. If your company is interested in financing your employees memberships partially or in full, please contact us at corporatewellness@fitnesssf.com

Do I need to make a reservation to access the gyms?

Yes. To ensure physical distancing in the gyms, we require all members to make a reservation on the FITNESS SF app in advance.

How to I make a reservation for the gym?

1. Log into the FITNESS SF app
2. Go to the Home Page or the Reserve a Spot page
3. Choose your Location, Day and Time slot
4. Click “Confirm Reservation”

What to know before you confirm:
• One reservation per person may be booked at a time. Once you complete your reservation, you can reserve another spot.
• Reservations are limited to a 55-minute workout.
• You may cancel your reservation up to 1 hour prior to the start time.
• Three “No Shows” will result in not being able to book for 24 hours

When you arrive at the gym:
• Make sure your FITNESS SF App is open
• Click the Orange Circle QR code from the Home Page
• Check the Box and Accept the Health Questionnaire
• After you accept, a barcode will appear. Please show that to the Customer Service Rep at the front desk

How do I make a reservation for the Pool?

• Must register in person at the Fillmore Front Desk. No registrations over phone or email.
• 5 Spots Available every 30 minutes, on the 30 minute mark. One person per lane (5 lanes total).
• Reservations open up 15 minutes before every half hour mark (example: To register for a 4pm spot, you are able to do that at 3:45pm).
• Last reservation every night will be 9pm-9:30pm M-F and 7pm-7:30pm on the weekends.
• Must wear a mask until right before getting into the pool.

What happens if I'm late for my reservation?

You will still be able to workout, but will be asked to leave at the end time of your reservation. Example: If you have a reservation from 4pm - 5pm and you show up at 4:40pm, you will only have until 5pm to workout.

What happens if I cannot make my reservation?

If you have a reservation and can’t make it in, please cancel your reservation in the app. You have up to 1 hour prior to your reservation to cancel. You can then rebook another time slot for the same day or a different day.

What happens if I "no show" for a reservation?

You can rebook for another time slot the same day or another day. As a courtesy to our members, we do ask that if you are unable to attend, please cancel your reservation so another member may use that slot. If you "no show" 3 reservations in a row, you will be unable to book for 48 hours. It will not show as a check-in.

How do I cancel or freeze my membership?

Cancellation - To cancel your membership, please email cancel@fitnesssf.com and you will receive a confirmation from our Membership Department. We require a 15 day notice before your next billing date to not be auto-debited for the following month.

Freeze - To freeze your membership, please email freeze@fitnesssf.com and you will receive a confirmation from our Membership Department. We require a 15 day notice before your next billing date to not be auto-debited for the following month.

Medical Freezes are allowed for up to 12 consecutive months. Must provide medical note before freezing. There are no retroactive freezes allowed.

Non-Medical Freezes are allowed for up to 3 consecutive months in the calendar year and can only be frozen in increments of 30 days. The freeze fee is $20 per month (If you wish to re-activate your membership before your scheduled “return date”, then the full monthly membership amount will be charged). There are no retroactive freezes allowed.

How do I upgrade my membership to All Gym Access?

You can upgrade your membership by emailing membership@fitnesssf.com. Please state your Full Name and Member Number if available.

How do I change my billing information?

You have the option of updating it in person with our Front Desk staff or the FITNESS SF Mobile App.

How can I check my usage?

You are able to see your check-in history through the FITNESS SF Mobile App.

How do I register for Group X Classes?

Livestream Classes - No need for pre-registration. You can view our livestream class schedule in our app/portal.

In-Person Classes - Due to the current state & city guidelines, all of our Indoor Group Classes are unavailable. Once we resume, all of our Group Classes are First come, First serve. No need for pre-registration.

Is Personal Training only for beginners?

Personal Training is everyone, no matter the skill level. It’s great for beginners to help get acclimated to working out in a gym setting, learning proper technique and building a great habit. On the flip side, if you are an intermediate or advanced fitness enthusiast, personal training can help you push through that plateau or shred that last percentage of body fat. The best athletes in the world use trainers to keep them striving for excellence.

What is a FIT session? And how do I schedule my complimentary FIT session?

The FIT session is a complimentary personal training session tailored to what YOU want. Our trainers specialize in many different areas such as One-on-One Yoga, Pilates, BodyBuilding, Powerlifting, Olympic Lifting, Fat Loss, Functional Training, TRX, Stretching, Nutrition and much more. To schedule your complimentary FIT Session, please use the Contact Us page and select the gym you are interested in training at OR just stop by and ask to speak with the Fitness Director. They will gladly match you up with a trainer that best fits your needs.

How do I inquire about a personal trainer?

Please use the Contact Us page and select the gym you are interested in training at OR just stop by and ask to speak with the Fitness Director.

What is the refund/cancellation policy for Personal Training?

All personal training sessions and packages are purchased from FITNESS SF and not one individual trainer. All prepaid sessions are non-refundable and non-transferable. Scheduled sessions require a 24-hour cancellation notice or they will be charged. Prices are subject to change without notice and all sales are final.