First off, ensure that your facility is set up for the GymMaster Member's App. See the Setup Instructions section of the article Getting started with the Member's App.
Next confirm that your member has downloaded the correct app. By default it will have GymMaster's name and logo, your members may not have been expecting this.
For their first attempt at logging in, member's may need to set up their account by selecting a password. Instruct them to use the Get My Login option on the app's login page.
Verify the email address your member is using to login. There could be a typo in either the address they are logging in with or the address listed under the Details tab of their GM profile. You could try resetting their password to something simple, then heading to the Member's Portal or open up the app on your own mobile phone, and try their login details for yourself.
Common Denied Reasons
|Account doesn't exist||
No member with that email address exists in your database
|Invalid email or password||
Member's using the wrong email address, or the password is incorrect
|Membership expired, please contact facility||
Your facility only allows members with a current membership to login.
|Member login is currently disabled||
Your facility is configured to disable member's logging in online
|Too many failed login attempts. Please try again after 20 minutes||
Member has had 'Invalid email or password' too many times.