Help & support
FloorPass is run by a small team and we answer fast. Email hello@conradthomasgroup.com about anything: a bug, a billing question, a gym you want added, or a problem with a session.
For clients
How do I pay for a session?
During the pilot, you pay your trainer directly (cash, Venmo, Zelle - whatever you two agree on). FloorPass shows the exact price up front and keeps the record straight for both of you. In-app card payments are coming.
Do I need a membership at the gym?
No. Floor access for your session is part of the booking - just walk in and say you're training with your trainer.
How do I cancel a session?
From your Sessions page, any time up to 12 hours before the start, free. Inside 12 hours a late fee may apply, which the app shows before you confirm.
How do trainers get verified?
Trainers upload their ID, liability insurance, and CPR certification from their profile. The FloorPass team reviews each document before the badges appear.
Are there any fees on top of the price?
No. The price on the trainer's card is the whole price: trainer, gym floor for that session, and FloorPass. If a trainer adds you to their roster, your locked rate works the same way.
Everyone
I forgot my password.
Use the reset link on the sign-in page. If email delivery is ever down, contact us and we'll send you a reset link directly.
My gym isn't on FloorPass.
Trainers: use "Don't see your gym?" on the Gyms page and tell us what you know - we call them and do the pitch. Gym owners: email us and we'll set you up.
Something looks wrong or broken.
Email us - a screenshot and what you were doing helps. During the pilot you'll usually hear back the same day.
How do I delete my account?
Go to myfloorpass.com/account/delete (also linked from your profile settings). Deletion is immediate and permanent; anonymized session records are kept as described in the privacy policy.