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FREQUENTLY Asked

QUESTIONS

You’ve got questions. We’re here to help!

Do you offer a single-month pass?

We currently do not offer temporary or single-month club memberships. You may sign up for a No Commitment membership that permits you to cancel anytime.

5-Day Pass
  • Guests can visit the club during regular club hours
  • Guests must be 18 years of age or older
  • Guests must present a valid state-issued I.D. with local residency when utilizing a 5-Day Pass
  • Guests can experience our expansive club, which includes a hot sauna,  group fitness classes, and a turf training area.
  • Basketball courts, racquetball courts, LaunchFC training and swimming pools are reserved for members and paid day passes only
  • All guests must sign a waiver before working out
  • Pass visits must be used in 5 consecutive days
  • 5-Day passes are for new guests only
Age Limits

You and your family’s safety is a top priority for us.

Age requirements for gym access:

  • Ages 18 and older: Individuals can sign a membership agreement and work out independently
  • Ages 16-17: Parental consent with a signed agreement is required, allowing them to work out independently
  • Ages 12-15: Parental consent is required with a signed agreement, and a parent or trainer must always accompany them
  • Ages 11 and below are prohibited on the fitness floor unless participating in a designated special class
  • Children are not permitted in locker rooms; access is limited to the Kids Club bathroom only
Are former members permitted to use a free pass?

Currently, 5-Day passes are for new guests only.

Are lockers provided?

Lockers are available in our locker rooms on a per-visit basis. 

Lockers are for daily use only. 

  • Please secure your valuables in a locker with a lock, and do not leave them visible inside your car. 
  • Members are responsible for providing their own lock.
  • Locks that are not removed will be opened by Fitness Connection Management and the items left will be donated to a charity of Fitness Connection’s choosing and/or discarded.

Fitness Connection is not responsible for lost or damaged articles inside or outside of the facility.

Are there any age requirements to work out?

The safety of our members and their families is a top priority for us, which is why we have established the following age requirements when utilizing our facilities. 

Ages 18 and older can sign an agreement and work out by themselves.

Ages 16 – 17 must have a parent sign an agreement on their behalf and can work out by themselves.

Ages 12 – 15 require a parent to sign a membership agreement and must have a parent or a Fitness Connection personal trainer with them throughout the course of their workout.

Ages 11 and below are not able to work out unless with a special class and are not allowed on the workout floor.

  • Children ages 11 and under are not allowed in locker rooms.
  • Restroom facilities for these children are available in the Kids Club.
As a member, am I allowed to bring visitors with me?
  • A member may bring a guest with them every day. The same guest may only come once every four months. Some restrictions apply.
  • Guests must be 18 years of age or older.
  • Guests must present a valid state-issued I.D. with local residency when visiting a Fitness Connection facility.
  • Premium amenities are reserved for members and paid day passes only.
  • All guests must sign a waiver before working out.
  • Guests can visit the club during normal club hours.
Basketball Court
  • You must wear proper workout attire, including a shirt and athletic shoes. No undergarments may be exposed at any time
  • No gym bags, backpacks, purses, motorcycle helmets, etc.
  • No bullying, physical contact, pushing, biting, fighting, or profanity
  • No dunking or hanging on rims.
  • No throwing or kicking balls at the walls or ceiling.
  • No gambling
  • At Fitness Connection Management’s discretion, we reserve the right to close the basketball court in order to maintain order and safety.
  • Fitness Connection staff may modify, add to, or otherwise change these rules at their sole discretion
  • Any violations of the above rules will result in your membership being revoked
Billing
  • While our agreement signatures are processed electronically, we offer the option to review a printed copy of the membership agreement before signing. We will also email a copy of the membership agreement for your records
  • An annual fee will be billed once per year, and the specific billing date will depend on when you begin your membership. The details regarding the annual fee can be found in your agreement
  • Monthly billing is automated and conducted through Jonas Fitness, our designated billing company
  • You have multiple options to update your information with us: visit the club, utilize the Member Portal, or contact our Member Services Team
  • Access your account through the designated login portals for Texas, North Carolina, and Nevada
  • Some service agreements entail an obligation period that extends beyond 30 days. Please consult your agreement for specific details regarding your commitment
  • A late fee of $15 will be charged for each overdue invoice. We strongly recommend keeping your billing information updated with us to minimize such incidents. Please ensure your billing details are accurate and functional at least one week before your billing date. You can update your information at the club or by contacting our Member Services Team
Can I add a family member to my account?

Family members may be added to your membership at any time. Pricing may vary depending on current promotions and chosen membership plans. See club for details.

Can I create a goal for both myself and my friend?

No, the app is designed for individual workout tracking. However, if you and your friend are members of the same gym, you can participate together in challenges organized by the club.

Can I have multiple goals simultaneously?

No, you can only set and track one goal at a time within the app.

Can I link multiple third-party apps and devices?

Yes, you can connect and track multiple apps/devices simultaneously.

Can I prepay my membership a year in advance?

Currently, all Fitness Connection memberships are billed monthly.

Can I purchase a day pass?

You may purchase a day pass. Please see the front desk for pricing and details.

Cancellation

While we regret to see you leave, we wish to make canceling your membership as easy as possible. To cancel your membership, you have three convenient options available:

  1. Phone: Call our Member Services Team at 800-922-7898, Monday – Friday, 8AM – 6PM CST
  2. In-Person: Visit your home club and request a cancellation in person
  3. Written: Send a written cancellation request by mail to the following address: Fitness Connection, 2517 Midway Road, Carrollton, TX 75006

Please note that your cancellation request will become effective 30 days after it is received. Any scheduled payments due within that 30-day period will be charged as originally scheduled, and it is your responsibility to fulfill those payment obligations.

Club Etiquette

Please help us make everyone feel welcome and comfortable when working out!

  • Please wipe down equipment before and after use
  • Re-rack the equipment you use
  • Be safe, use a spotter
  • No dropping weights
  • No excessive noise when lifting
  • No chalk
  • Wipe down equipment after use
  • Share the equipment between sets
  • Equipment can be used only on the workout floor
  • Must follow the manufacturer’s warnings and instructions for any equipment you use
  • Personal workout equipment is not allowed
  • Personal training and/or coaching may only be performed by Fitness Connection staff
  • You must wear proper workout attire, including a shirt and athletic shoes
  • No staring, harassing, profanity or demonstrating aggressive behavior
  • Taking pictures or videos of other members without their consent is prohibited
  • Phone conversations and video chatting permitted in lobby area ONLY
  • No gym bags, backpacks, purses, motorcycle helmets, etc. on the workout floor
  • Personal speakers of any kind are not allowed anywhere within the facility
  • No children under 12 years old permitted on workout floor or equipment
  • Weights are not allowed on cardio equipment
  • We are not responsible for lost or stolen items
Do you accept children in diapers?

Yes, however, Fitness Connection Teammates will page the parent to change diapers and assist children not “potty-trained” in the restroom.

Do you accept health insurance or Medicare plans?

Yes! We are proud to partner with Trivity Health (also known as Silver Sneakers), ASHLink, Renew Active and Peerfit. See club for sign-up details.

Do you offer childcare?
  • Kids Club is available for children ages 3-11 years old for a two-hour limit.
  • You must be the parent or legal guardian of any child utilizing Kids Club services, enrolled in the FC Plus Plan and remain on the premises while your child(ren) are signed in
  • This service may not be available at all fitness centers 
  • Check the location nearest you to verify if Kids Club is available.
  • Hours vary by club. Check the location nearest you for Kids Club hours or please see the Front Desk teammate at your local Fitness Connection.
  • *Included in the FC Plus Plan.
Do you offer group fitness?
  • Group Fitness classes are available in-club and through FC On-Demand in the Fitness Connection app
  • Virtual Group Fitness classes and FC On-Demand are available to all Fitness Connection members
  • Instructor-led Group Fitness classes are available under the FC Plus Plan
  • For classes and schedules, please refer to the FC App or visit your local club’s page
Do you offer personal training?

Absolutely! We have expert trainers who focus on a positive body image and provide a built-in accountability partner to help you achieve the desired results. To get started, complete this form, and one of our professional trainers will contact you with the next steps!

Fit Flix
  • Remember that, like movie theaters, others would like to enjoy their time too
  • The usage of cell phones is not permitted
  • To ensure a pleasant experience for all members, please be considerate and keep conversations to a minimum
Group Cycle Room
  • You must wear proper workout attire, including a shirt and athletic shoes
  • Bikes used for classes only
  • Stereo equipment to be used by Fitness Connection staff only
  • No reserving bikes prior to class
  • No gym bags, backpacks, purses, motorcycle helmets, etc.
Group Fitness
  • Group Fitness Studios are strictly for group fitness class use
  • You must wear proper workout attire, including a shirt and athletic shoes
  • Stereo equipment to be used by Fitness Connection staff only
  • Do not remove Group Fitness equipment from room
  • No reserving spots prior to class
  • Class set up to be done no earlier than 15 minutes before class starts
  • No gym bags, backpacks, purses, motorcycle helmets, etc.
Guest Policy
  • A member may bring a guest with them every day. The same guest may only come once every four months. Some restrictions apply
  • Guests must be 18 years of age or older
  • Guests must present a valid state-issued I.D. with local residency when visiting a Fitness Connection facility
  • Premium amenities, including basketball courts and swimming pool, are reserved for members and paid day passes only
  • All guests must sign a waiver before working out
  • Guests can visit the club during regular club hours
Hours
  • Fitness Connection maintains the right to make reasonable changes to the hours and days of operation as deemed necessary
  • Please note that hours and available amenities may vary across different Fitness Connection locations
  • For specific details regarding gym facilities, Kids Club hours, and class schedules, we invite you to explore our website and visit the page about your desired club
  • To ensure optimal maintenance of our facilities, Fitness Connection reserves the right to close any club temporarily. Rest assured, all members will be promptly notified in the event of any required closures, regardless of the reason
  • Fitness Connection may be closed on legal holidays and during specific promotions or events
How can I connect other apps/devices?

Open the "Connected Apps" tile and select "link" next to the desired app/device. Follow the prompts to log into your connected app account.

How can I create a goal?

To create a personal goal, navigate to the Goal Center section within the app. Here, you can select your desired goal type, set a target, and determine the duration of the goal.

How can I edit/delete a workout?

To edit a workout, go to the "Workouts" tab, press and hold on the workout entry until an "Edit" button appears. For deleting a workout, swipe from right to left on the workout entry, and a red "delete" button will appear. Tap the delete button to remove the workout.

How can I log a workout?

There are three methods to record a workout:

  • Manual Entry: Open the "Record a Workout" tile, select "Manual Entry," and choose the workout type. You can then track the duration, distance, and calories burned.
  • xCapture: Use xCapture to take a picture of the cardio equipment display after completing your workout. Open the "Record a Workout" tile and select "xCapture." Ensure that your camera permissions are allowed in your phone's settings. Note that xCapture requires an adequate service or Wi-Fi connection.
  • Third-Party Apps: Connect third-party apps and trackers to the Fitness Connection app, such as Fitbit and MyFitnessPal. The complete list of compatible apps is in the "Connected Apps" tile. Please let us know if you need assistance connecting a third-party app.
How do I cancel my membership?

While we hate to see you end your fitness journey with us, you can cancel your membership in any of the following ways:

  • Contact our Member Services Team at 800-922-7898 during the hours of Monday – Friday, 8AM-6PM CST.
  • Visit your Fitness Connection location
  • Call your Fitness Connection location
How do I check in at the gym?

There are two options to access the club: 

How do I check my child(ren) into Kids Club?

The safety of you and your children is important to us, which is why members MUST provide their membership card or barcode and a valid state-issued photo ID to sign their child(ren) in/out of Kids Club, each visit. Only a parent or legal guardian can sign a child(ren) in or out of Kids Club and must remain onsite the entire time their child(ren) are signed in. Also, the same parent/legal guardian who signed in the child(ren) MUST be the one to sign them out.

How do I freeze my membership?

We get it…sometimes life gets busy. In certain circumstances, you may be eligible to temporarily freeze your membership for a short period of time. If this is something you would like to explore, please contact our Member Services Team at 800-922-7898 during the hours of Monday – Friday, 8AM-6PM CST.

How do I log into my account?

The Member Portal is available to view your transaction history, check-in activity, and updated personal/billing information. Before you log in for the first time, verify that your email address is on file with your club.

  • Locate your member number through your FC key tag or membership agreement to log in.
  • Your ID and Password are your FC key tag number. FC is capitalized.

From the FC website, choose your membership location – Texas, North Carolina or Nevada.

The system will ask for you to change your password the first time you log in.

How do I sign in?

Members can log in by creating an account and selecting their home club (the location where they initially signed up). You can then enter or scan your barcode to link your membership to your account.

How do I sign up for a 5-Day Free Pass?

It’s as easy as completing this form. Once complete, you’ll receive an email that you’ll print and take with you to begin your free trial!

How do I update my billing and/or personal information?
  • You can update your billing information by accessing the member portal. Your username and password are your key tag ID number. If you’re having trouble with your key tag, please click here for additional information.
  • Texas members can access the portal here.
  • Nevada and North Carolina can access the portal here.
  • You can also call or visit your home club for billing updates.
  • Please see one of our Front Desk Teammates if you require updates to your personal training billing.
How do I upgrade or downgrade my membership?

Stop by the Front Desk at your local Fitness Connection, and one of our EPIC Teammates will assist you.

How much does Kids Club cost?

Kids Club is included in the FC-Plus membership package and may not be available at all Fitness Connection clubs. Check the location nearest you to verify if Kids Club is offered.

How much does it cost to join?

Fitness Connection offers several membership options to meet your needs. We pride ourselves on making our memberships accessible and affordable for everyone. You can join at your local fitness center or sign up online. Please check our website for the most current prices available.

I am requesting a new password but not receiving the forgot password email.

The reset email is sent through an automated system. Ensure you haven't set any filters in your inbox that might block automated emails. Also, check the email associated with your account by visiting www.fitnessconnection.com> my account > select region. If you need help logging in to this account, you can visit https://fitnessconnection.com/account-setup/.

I am requesting a new password, but my temporary password doesn't work.

Temporary passwords are case-sensitive. Double-check that you've entered all characters correctly. When using copy/paste, extra spaces, which are considered characters, may be included and can prevent your password from working.

I am trying to log in, but the app indicates that my email already exists

This error occurs when your email is linked to another account (e.g., an old account, a guest account, another family member's account, etc.). Follow these steps to resolve the issue:

  • Sign in with your username/password
  • Select "OK" instead of "Get Help" when the error message appears stating that your email is already taken
  • Enter a different email address or contact support to update your email
  • Done! You will then be able to access the app.

I cannot see the summary of my third-party app on the "Dashboard" page. Are my accounts linked?

Please try the following steps to ensure proper account linking:

  • Log out and sign back into your third-party app account.
  • Log out of the Fitness Connection app and sign back in.
  • Please note that there may be a slight delay between when your workouts sync from the third-party app/device to the Fitness Connection app. If you continue to experience issues, contact us at digitalsupport@egym.com for assistance.

I don't use cardio equipment for workouts, but I still want to track them. How can I do that?

Not a problem. Utilize the "Manual" entry feature under "Record a Workout" to input your workouts manually. You can also link third-party tracking apps and devices to your account through the "Connected Apps" tab for automated workout tracking.

I forgot my passcode

Please select "Log In" and choose "Forgot your Password?" Enter your email address when prompted, and you will receive an email shortly with a new passcode.

I'm receiving an error stating that the app can't locate me in the system.
  • Ensure you have created an app account before logging in. 
  • Your email must match the email associated with your account.
  • Your home club should match the club where you originally signed up. If you continue to experience issues, contact the club, and they will provide assistance
Is Wi-Fi® available in your clubs?

Wi-Fi® is available at all our clubs. Please see our Front Desk teammates for details.

Is there a time limit?

Yes. Members may leave their children for two hours per day.

Is there an age requirement?

Kids Club is available for children ages 3-11 years old.

Kids Club

Your child(ren)s’ safety is important to us.

  • Only a parent/legal guardian may check child(ren) into Kids Cub (proof of guardianship may be required), and such parent/legal guardian must remain in the facility while a child is checked into Kids Club
  • The parent/legal guardian who checks a child into Kids Club must be the same parent/legal guardian to check a child out
  • Children showing signs of any illness are prohibited from entering Kids Club
  • Children may only be checked into Kids Club for a maximum of two (2) hours
  • There may be a wait time if the room is at capacity. The room is at capacity when the ratio of attendants to children is 1:10
  • All children checked into Kids Club must be a minimum of 3 years of age to a maximum of 11 years of age (proof of age may be required)
  • Children may not bring personal toys or electronics
  • No food/drinks allowed (includes baby bottles and sippy cups)
  • Teammates will not administer any medications, change diapers or assist children in the restroom
  • No bullying, physical contact, pushing, biting, fighting, or profanity
  • The child will be removed for the day if a parent is called to the Kids Club for behavioral issues
  • Fitness Connection reserves the right to suspend, restrict or terminate Kids Club privileges
  • Fitness Connection staff may modify, add to, or otherwise change these rules in their sole discretion
Locker Room
  • Secure all personal belongings in a locked locker
  • Lockers are for use while you are in the facility. You are not permitted to use lockers overnight. Items left overnight may be donated or disposed of.
  • Shut locker door after use and throw away all garbage
  • Please report any suspicious activity to management
  • No one under the age of 12 allowed in locker room area
  • Respect other people’s property and privacy
Member Check-ins

Safety and integrity are important to us.

  • Mobile App: Enhance your check-in experience with the FC App! fasttrack your check-in process by downloading the FC App at https://fitnessconnection.com/app-adoption/. Gain access to gym facilities, membership details, FC OnDemand workouts, monthly challenges, check-in activity tracking, and much more!
  • Keytag: If you opt not to download the FC App, you can get a keytag for $10. If your keytag is lost or stolen, replacement keytags are available for purchase.
  • Identification: Members acknowledge that sharing their membership card is strictly prohibited and will result in card confiscation. If a member allows someone else to use their membership card, a fee of $100.00 will be applied to the member's account, and their membership will be revoked.
  • Pictures: To expedite the check-in process, ensure convenience, and maintain member security, we request a photograph of all members
My favorite connected app/device is not visible. Will more be added?

We are continually expanding our list. Please inform us of your preferred app/device at digitalsupport@egym.com, and we will strive to include it.

My workouts appear duplicated.

If two connected apps are linked to each other and linked to your Netpulse account, duplicated workouts may occur in your workouts tab as both sources send data to EGYM.

Posting

Circulating or posting petitions, notices, circulars, or statements within or near Fitness Connection's facilities is strictly prohibited unless prior submission and approval by Fitness Connection's management have been obtained.

Sauna
  • Proper attire must be worn at all times
  • Do not pour any liquid of any kind on the sauna equipment
  • Please rinse off before entering the sauna
  • No shaving, loofahs, lotions, or creams of any kind allowed
  • No food or drink allowed
  • No gym equipment in the sauna
  • The steam temperature shouldn’t exceed 180 degrees
  • Please limit your session to a maximum of 10-15 minutes
  • Those with ANY medical conditions should seek physician approval before entering
  • Use by persons under 18 years of age is strictly prohibited
  • No use of herbal oils in the sauna 
  • No drying of personal items allowed
Steam Room
  • Proper attire must be worn at all times
  • Do not pour any liquid of any kind on the steam equipment
  • Please rinse off before entering Steam Room
  • No shaving, loofahs, lotions, or creams of any kind allowed
  • No food or drink allowed
  • No gym equipment in Steam Room
  • Do not touch the steam head or flow of steam, injury could occur
  • The steam temperature shouldn’t exceed 120 degrees
  • Please limit your session to a maximum of 10-15 minutes
  • Those with ANY medical conditions should seek physician approval before entering
  • Use by persons under 18 years of age is strictly prohibited
  • No use of herbal oils in Steam Room
Swimming Pool
  • Proper swim attire must be worn at all times
  • There is no lap swimming during any scheduled water aerobics
  • Only water aerobics participants in the pool during scheduled class time
  • Stretching mats, medicine balls, kettle balls, dumbbells, weight plates or any other type of exercise equipment is prohibited in pool/spa areas.
  • No food or beverages allowed inside the pool/spa
  • Everyone must rinse off their entire body along with swim attire before entering the pool/spa
  • Members 12-18 years of age must be accompanied by their parent or legal guardian while in the pool area
  • Children under 12 years of age are not allowed in the pool/spa
  • No running or diving into the pool
  • Class foam weights, noodles, and water gloves are not to be removed from the pool area
  • No personal radios or boom boxes are allowed on the pool deck at anytime
  • No profanity or fighting will be tolerated while in the pool area
  • No outside pool toys or floating devices are allowed in the pool
The camera button is greyed out when attempting to submit an xCapture.

When downloading the app, you are prompted to grant camera access permission. If you did not give the permission initially, there's no need to worry! Simply open your phone's settings, locate your gym's app, select it, and toggle the camera permission to the "on" position.

What amenities do you offer?

Fitness Connection is proud of our outstanding amenities, including but not limited to a hot sauna, basketball courts, group exercise classes, women’s workout area, Kids Club and a turf training area. 

  • Please note: amenities vary by location, and service fees may apply.
What are the hours for Kids Club?

Kids Club hours vary by location. Check the location nearest you to verify Kids Club hours.

What are your club hours?

Club hours vary by location. Please download the FC app and follow us on Facebook for any potential updates on our hours and other great news.

What if I don't have a barcode?

You can find your membership ID number on your membership agreement if you don't have a barcode. We sent a copy of your agreement via email during sign-up, and your member ID is mentioned in the subject line. If you're unable to locate your contract, please call the club and request your member ID.

What if I don't want my workouts to be highlighted on the Activity Feed?

To control your profile settings and privacy, go to the "Side Menu" and select "Privacy." From there, you can adjust the settings according to your preferences.

What is included in my membership?

No matter which membership plan you choose, you will enjoy unlimited access to our expansive, state-of-the-art fitness facility, which includes a wide range of cardio and strength training equipment, spacious locker rooms complete with saunas, and a women’s workout area. Additional amenities include group exercise classes, team training programming, a turf training area with a functional training rig, personal training, full-size basketball courts, and Kids Club with tablets, a mini basketball court, and a theater. Amenities may vary by location and membership packages.

What is included in the 5-Day Free Pass?
  • Guests are welcome to experience our expansive club, which includes a hot sauna,  group fitness classes, and a turf training area.
  • Guests can visit the gym during normal club hours.
  • Premium amenities are reserved for members and paid day passes only.
  • Guests must present a valid state I.D. with local residency when visiting a Fitness Connection facility.
  • Guests must be at least 18 years or older.
  • Pass visits must be used for 5 consecutive days.
What is proper gym etiquette?
  • It’s important to us that our members and guests always feel safe and comfortable during their workouts. Here are a few expectations we feel ensure everyone has the best workout possible:
  • Wipe down equipment after use.
  • Re-rack the equipment you use.
  • No dropping weights.
  • No excessive noise when lifting.
  • Share the equipment between sets.
  • Equipment can only be used on the workout floor.
  • Personal workout equipment is not allowed.
  • Personal training and/or coaching may only be performed by Fitness Connection teammates.
  • Must be fully clothed, including athletic footwear. No open-toed shoes.
  • No staring, harassing, taking pictures or video or fighting.
  • No children allowed on workout floor or equipment.
  • Weights are NOT allowed on cardio equipment or in the sauna.
  • No gym/workout bags, purses, motorcycle helmets, etc. on the workout floor or basketball /racquetball courts.
  • Personal speakers of any kind are not allowed anywhere within the facility.
  • No excessively loud phone calls on the fitness floor.
What is the Annual Fee?

A yearly fee is billed to maintain your membership at our fitness center.

What is xCapture?

xCapture is a feature that allows you to record your workout by capturing a picture of the cardio machine display. To use xCapture, open the "Record a Workout" tile and select "xCapture." Ensure that your camera permissions are enabled in your phone's settings.

When is the Annual Fee charged?

The Annual Fee bill date depends on your Fitness Connection start date. You can find this date on your membership agreement, through the member portal or by speaking with one of our Front Desk Teammates at your home gym.

Which apps/devices can I connect with?

For a complete list of apps to connect with, please refer to the "Connected Apps" tile.

Club
Customer Service
Guest | 5 Day Pass
Membership
Kids Club