MOBILE APP FAQ.

You need to use your MBO email address because all your Orangetheory history is linked to that email address in our new system. We have also created a new single sign-on system for our customers. The password rules have been updated to ensure more complexity to help better protect your Orangetheory information.

This is the message that a first-time user of the new app will receive if they have clicked “Sign In” instead of “Create Account.” All first-time users must click “Create Account” to set up in the new system. If a user receives this message, they can simply click "Create Account" from here and follow the instructions to get set up in the new app.

There are 3 main reasons why you may not have received your verification code;

1. Time - Patience is a virtue.  The verification code is typically sent within 2 minutes. However, it can take up to 5 minutes.
2. Email Address Errors - To err is human. We have found that over 50% of users who did not receive their verification code actually entered their email address with errors. For example, janedoe@gmai.con or janedoe@comcastl.ner rather than janedoe@gmail.com or jane@comcast.net or jon.doe@gmail.com rather than jondoe@gmail.com. The email address that was entered is the email address that will receive a verification code. Therefore, double-check that the address you entered is 100% correct before proceeding to the next step. Entering the email address incorrectly means you will never receive the verification code. Note: our development team will be making improvements to the Account Creation flow in the app to help resolve this and other entry error issues.
3. Intercepted by Spam Filters - Security measures can be too effective. Check your spam or junk folder if the verification email is not in your inbox. Even if it is not there, it may have automatically been filtered and deleted by your email security firewall. Below we have included instructions on how to whitelist emails from orangetheory.com and orangetheoryfitness.com to ensure you always receive the essential emails from various providers. We will continue to add instructions for more of the popular domains as we get them. For unique domains, you will have to work with your ISP or IT Help Desk to get orangetheory.com and orangetheoryfitness.com on the whitelist.

Prevent Outlook (Including Hotmail and Live Domains) From Sending Emails to Spam.

To choose email addresses that Outlook should never classify as spam, access the Safe senders list and add the email addresses into the list.

1. Click the settings gear icon at the top right of Outlook.com.
2. Click View all Outlook settings at the bottom of the pop-out menu.
3. Go to Mail > Junk email.
4. Type a sender's email address or domain into the text box in the Safe senders area.
   1. Note: To enter a domain so that no emails from that domain are ever marked as spam, type just the text portion (not the "@" sign). So here you should enter orangetheory.com and orangetheoryfitness.com.
5. Click Add.

Prevent Gmail and Yahoo From Spamming Emails

Please follow the steps below. Please be advised these steps can only be executed on a desktop version of mail.

1. Hover over the Settings menu icon and select Settings.
2. Click Filters and then Add.
3. Enter a Filter Name.
4. Enter email you want to whitelist (noreply@orangetheory.com).
5. Select Inbox as the folder to deliver the email to.
6. Click Save and then click Save again.
7. Follow the "Create Account" process in the app once again.

If none of these solutions work for you, please submit a ticket through the app to our help desk, who will reach out to help you ASAP.

If you receive multiple verification code emails, use the verification code from the last email you received.

You need to use your MBO email address because all of your Orangetheory history is associated with that email address in our new system. If you are unsure of what email address is associated with your MBO account, you can check it by logging into https://clients.mindbodyonline.com and clicking the My Info tab. Your MBO email address is listed on the Personal card of your Profile.

Click the orange "+" button in the centre of the bottom tab section of the app.

We are investigating this issue. However, it is important for studios to properly check in members when they attend a class or mark them as “late cancelled” when they are booked but absent from class. This will reduce instances of this issue.

Our system synchronises coach pictures to the app once a day. That means it will take up to 24 hours for the new pictures to appear in the app.

You can use both apps interchangeably. However, some users have reported that some of their classes booked in the old app do not show immediately in the new app. We recommend that when you start using the new app you use it exclusively as much as possible.

Make sure you are looking in the right place. Your booked classes can easily be seen on the Base screen on the "Upcoming" Tab. They can also be seen in the Booking screen.

Yes! The app now allows users to book on the waitlist at most cross-regional studios. If you attempt to add yourself to a waitlist at a studio that does not allow cross-regional waitlisting of classes, please call the studio to inquire about being added to the class waitlist manually.

When you see that next to a class it means that class has a waitlist associated with it. The number represents the number of people currently on the waitlist. If you click that icon, you will join the waitlist. Once you join the waitlist, the icon will turn into a blue circle with the number that represents your current place in line on the waitlist.

There are three main reasons why your booked classes are not getting added to your calendar;

1. Currently, booked classes are only added to your device's native calendar. For iOS devices, this is your Apple calendar. For Android devices, this is your Google calendar.
2. "Add Classes to Calendar" has not been turned on. To ensure this setting is on, navigate to the Settings screen and select "Add Classes to Calendar."
3. All calendars and all categories of calendars are not set to be visible on your device. To check the visibility of your calendars, navigate to the general calendar settings on your mobile device.

When in Studio Search, add studios to your collection of favourites by tapping the star on the studio information card.

Usually, this updates within a few minutes. However, it could take up to 2 hours for a cancelled class to be credited back to your class pack.

If you are experiencing any of these issues, it could be due to you using a different email address to sign into your mobile app than the email that is associated with your Orangetheory membership. To check your Orangetheory membership email, you can tap the gear icon in the upper right corner of the app then look in the My Account section and tap Personal Information. If the email listed on this screen does not match the email you use to sign into the app, please submit a ticket through the app including the email you are logging into the app with and a screenshot of the email associated with your Orangetheory membership.

You can view your remaining classes by tapping the Gear icon from your Base screen and viewing the "Classes Remaining" card at the top of the Settings screen. The number of classes remaining does not include future classes you have scheduled. If you see that you have 3 classes remaining on this screen and you have scheduled 4 classes before your next billing date, you will be charged the drop-in rate for the 4th class.

In your home studio, you can book into a class or join a class waitlist 29 days from the current date. In studios that are not your home studio, you can book into a class or join a waitlist up to your next billing date.

This feature will be included in the app in a future update release. For now, if you would like to add or update a profile picture, your home studio can do that for you.

This feature will be included in the app in a future update release. For now, if you would like to change the email address on your account, contact your home studio. They will submit a request to the Orangetheory service desk.

From the Base Screen, click the gear icon in the top right corner. Then scroll down to Billing Information.  If there is a red "!" it means the app can't get your credit card information from MBO. Click Billing Information and follow the instructions to update your credit card from the app.

If you are prompted with the "Permissions Denied" dialogue when attempting to attach a file to a Zendesk support ticket, you can go to the app settings (usually long-pressing the app icon will have a shortcut to this) and select "Permissions." From this screen, you can toggle on the "Storage" permissions.

We recommend that you enable Location Based Services because it will allow the app to use your phone's GPS to show nearby studios in the Studio Search screen.

Yes! Push Notifications are one of the ways we will let you know your workout summary is available and one of the ways we let you know about cool deals and incentives.

If you are unable to log into the Orangetheory mobile app, you can submit a ticket by tapping the App Support link at the bottom of the login page. After tapping App Support, provide the email that you plan to register your account with so our support team can contact you.
If you are experiencing issues once you have logged into the Orangetheory mobile app, you can submit a ticket by tapping the "?" icon in the upper right-hand corner of your Base screen. After tapping App Support, tap Start a Conversation in the centre of the screen and describe the issue you are experiencing. Our support team will get back to you in a timely fashion.

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In order for your workout data to be pushed into Apple HealthKit, you will need to adjust your settings. From the Base Screen, click the gear icon in the top right corner. Scroll down and tap Apple HealthKit. Here you can enable sharing with Apple HealthKit for your In Studio and Out of Studio workouts. After enabling through the app, open your Health App and navigate to your Settings. Tap Apps in the Privacy section and you will be able to define the types of information that the Orangetheory App is able to read and write to the Health App.

This is due to the fact that you have not yet participated in this Signature Challenge or Benchmark. If you have participated and the icon is still greyed out, please submit a ticket through the app and we will be happy to assist you.

This could be due to you using a different email address to sign into your mobile app than the email that is associated with your Orangetheory membership. To check your Orangetheory membership email, you can tap the gear icon in the upper right corner of the app then look in the My Account section and tap Personal Information. If the email listed on this screen does not match the email you use to sign into the app, please submit a ticket through the app including the email you are logging into the app with and a screenshot of the email associated with your Orangetheory membership.

This could be due to one or more issues:

1. If you participated in a Benchmark using an alternative piece of equipment, your results will display under the icon of the alternative equipment you used.
2. You or your studio accidentally selected the wrong name when your Challenge results were entered into the Challenge Tracker app. If you participated in the Challenge within the last 45 days, please submit a ticket through the app and we will be happy to correct the results for you. Unfortunately, we are unable to change Challenge result data for Challenges that have occurred more than 45 days ago.

Challenge information is displayed according to your "Unit of Measure" setting. You can change this by tapping the Gear icon from your Base screen and scrolling down to "Unit of Measure" in the "My Account" section of the Settings screen. You will be able to select Metric or Imperial according to your preference.

The majority of scans are received within 5 minutes, but there are factors which could cause delays. If you have not received your scan results within an hour, it may have been due to an incorrect email address being entered at the time of your scan. If you entered an email address in the body scanner that is different from your Orangetheory membership email address, your scan will not display. You will need to have a new scan performed with the correct email address.

Please consult with your healthcare professional for results interpretation.

The number of classes on your account will increase by 1 for each eligible class you complete.

Yes, any eligible classes completed on your profile prior to the feature release will be automatically added. There is nothing you need to do.

Any eligible classes recorded on your account will be added to your overall class count 24 hours after the eligible class has been completed.

All classes available for booking on a studio class schedule are eligible for your overall class count, including any in-studio and outdoor classes. The only classes that are not eligible for increasing your overall class count are any At Home or out-of-studio workouts using the Orangetheory mobile app.

No, a change or freeze of your membership or change in package type, will not affect your eligible class count accumulation.

No, a change to your home studio will not affect your eligible class count accumulation. Eligible classes taken at other studios you visit will count toward your total class count.

Yes, whether or not you wear an OTBeat® Heart Rate Monitor during a class has no impact on whether a class is counted or not. As long as you are completing an eligible class type, the class will count towards your overall class count.

If you decide to early or late cancel a class, that class will not be counted toward your overall class count because the class was not actually taken/completed.

If there is a discrepancy with the total number of classes being counted/shown in your Orangetheory mobile app, please contact our technical support team by clicking on “Settings” within the mobile app, selecting “App Support” under the Help section and starting a conversation with our support team.

The class and coach rating can be submitted as soon as the class is recorded as ‘completed.’ Rating options will appear when viewing your Performance Summary for the class. The review is two questions and should take you less than 30 seconds to complete.

No, only one review per class per member can be submitted.

No, you are not able to modify a rating submission once it has been recorded for a specific class or coach.

Yes. If you click the review when visiting your Performance Summary, you will need to answer both questions in order to continue in the mobile app. The rating questions are very simple and should take less than 30 seconds to complete.

No, the class and coach ratings are an optional feature and are not required for each class.  This feature allows you to provide valuable feedback that will empower our coaches to grow constantly and our workout to continuously evolve. If you decide you don’t want to submit a rating for a class or coach after you’ve opened the review, you’ll need to exit the app and reopen it to visit other pages.

If you choose to delete your mobile app account, you will need to click on “Settings” in the mobile app, select “Delete My App Account” under the My Account section, then confirm the email address associated with the account to complete your mobile app account deletion.

No, deleting your mobile app account will not cancel your membership. If you wish to cancel your membership, you will need to visit and/or contact your home studio to do so.

Yes, if you choose to cancel your mobile app account, you will receive an email confirmation of account deletion that includes information on how to reinstate your account with your previous login information.

If you choose to delete your mobile app account, any digital data produced by the mobile app associated to the selected account will be deleted. This includes any data history associated with any At Home or out-of-studio workouts.  All other studio data will remain associated with the selected profile, such as:  user’s visit history to studios, Performance Summaries and Inbody scan results.