Reply to support requests

Members can contact Fit+ from the app to report a problem, ask a question, make a suggestion, say thanks or ask to close their account. These requests appear in Support. This page shows you how to reply and how to delete an account when a member asks you to close it.

Find a requestCopy Anchor Link

Each request shows its category (Technical issue, Suggestion, Praise, Support or Account closure), the member's name, when it was sent, its status, the message and any reply already sent under Platform reply.

Reply to a requestCopy Anchor Link

What happens nextCopy Anchor Link

The member sees your reply and the status in the app's help center, next to their original message. They don't get an email or a push notification for the reply.

Close a member's accountCopy Anchor Link

Members usually delete their own account in the app or on the Fit+ website, and it's deleted straight away. See Common questions for how members do it. Some accounts can't be deleted automatically, for example when the person owns a gym or business, or when another record still depends on their account. Their data sharing stops at once, and an Account closure request appears in Support for the team to finish. Members can also send an Account closure request themselves.

Before you startCopy Anchor Link

• Only Platform admins and Support can delete accounts.
• Deleting an account can't be undone. Read the request first and make sure it came from the person who owns the account.
• If the person owns a gym or business, the gym has to be transferred or closed first. If they're on the Fit+ team, remove their admin access on Access & roles first.

What happens nextCopy Anchor Link

• The account and its data are deleted straight away, the same as when members delete it themselves. The member can't sign in any more, and coaches, nutritionists and gyms lose access to what was shared.
• Payment records for gym memberships are kept without the person's name, because the law requires it.
• The request leaves the Support list together with the account.
• The deletion is recorded in the audit log.

If the account can't be deleted yet, you see the reason instead, for example that the account owns a gym or business, or that other records still depend on it. Fix that first, then choose Delete account again. Members are told the Fit+ team finishes these deletions within 30 days.

Common questionsCopy Anchor Link