To sign up with Octiv for the first time requires an invitation from the Gym Facility. For TMC this can be found on the website. Link here - Sign Up

Follow the step by step instructions:

1. Once the Link has opened, select the second option saying I don’t have an Octiv account.
   

2. This will open a second menu with all the packages available for The Movement Centre. Select the package that suits you best:
   4 x Monthly | Subscription*
   4 x Classes (Valid 1 Month)*
   8 x Monthly | Subscription*
   8 x Classes | (Valid 1 Month)*
   Unlimited Access | Subscription*
   Unlimited Access | (Valid 1 Month)*
   Note: If you choose a “Subscription” package then your package will auto-renew each month on the same day as your sign up, so if you sign up on the 8th of the month, the package will renew each month on the 8th. If you would prefer to control which package you choose then select an option that has the “Valid 1 Month” option attached, then it will only be valid for 30 days from date of purchase and you will need to select a new package next month.

3. Selecting a Package will then open the next menu where you will fill in your personal details.
   Programme:
   There is only one option, please select “Functional Fitness”
   Contact Details:
   Please ensure you give the correct contact number and email address as these details are the only way we have to contact you.
   Payment Method:
   It will also ask you to select a payment method. TMC only does “Card Subscription”. Subscription in this case means “Gym Subscription” in that you are subscribing to The Movement Centre Gym.
   Please note that this does not mean that your package will be a subscription, you can choose a 1 Month package and still have to choose the Card Subscription payment method. The Movement Centre requires a valid Card to be loaded onto a profile in order to have that profile activated. The Card will only be charged if and when you select a package.
   Password:
   Please choose a password that is at least 12 characters, contains at least 1 number and at least 1 special character (!@#$%^&*). REMEMBER your password. If you forget, an Administrator for TMC can help you get a reset password email.
   Contract & Waiver:
   Contract and Waiver tick boxes will need to be selected showing that you have read and understood the Gym contract and waiver. This will expire on a 12 month cycle and will need to be re-signed (ticked read) every 12 months.

4. Once filled in, you will be re-directed to the payment screen, fill in your card details for the payment.
   CAUTION:
   If you do not complete this now and close this screen, your profile will be kicked into a “limbo” state and you will not be able to log in or access the facility on the app and it will require an Administrator from The Movement Centre to reset the sign up process for you so you can start again.

5. The sign up should now be complete and you can download the app and log in with your email and password.

This is only if you have an existing Octiv profile and are established and set up on the mobile app.

Ensure you are operating on the latest version of the app, if not, please follow the step by step on how to Force Update of App - Delete and Reinstall Octiv

1. From the Home Page, under the heading My Facilities, scroll to the right till you find Octiv Explore.

2. Tap “Explore Facilities”.

3. Search “The Movement Centre”.

4. Select TMC from below the map.

5. You can now either View Schedule, Buy a Package or Buy a Drop-In.

6. Buying a Package will add TMC to your Octiv Profile.

Sometimes when a new person is trying to sign up, and the payment isn’t done at the same time or they don’t complete the process, it kicks your profile into a limbo state called Pending. This will show up as a pop up on the top of the Members tab on Octiv. The member now needs their profile to be deleted and they will have to try sign up again from scratch, ensuring they complete the process including payment.  

1. Reach out to the lead and let them know the above - ref Template Reply - Octiv Limbo

2. Open their profile on Octiv by going to Members Tab → Manage and then selecting the Pending section that has popped up at the top of the page.

3. Select tick box on left hand side next to the lead’s name.

   Make note of the person’s name as you will need to search them later.

4. Select “Deactivate” from the list of options that now show up on the top of the screen above their profile listing.

5. The lead should now disappear.

6. From the top “Status” drop down menu, select Deactivated and search the leads name.

7. Select the tick box again on the left hand side of the lead’s name.

8. Select “Delete” from the list of options that show up on the top of the screen above the profile listing.

9. Confirm you want to do this by saying Okay on the pop up box.

10. This lead should now be able to redo their sign up.

11. Go to Accounts → Invoices tab.

12. Search the leads name.

13. Select the tic box next to the unpaid invoice associated with this lead.

14. Select Void/ Credit invoice. Confirm your choice on pop-up.

There is no expiry date for a Drop-In purchase, you can use your booking whenever is convenient for you. However we do recommend using it within a month of purchase.

1. This sometimes happens when the payment method is not set to “Card Subscription”, check that payment method is set correctly on member profile.

2. Also check that the member is using the latest version of the app.  

To add a package follow these steps on the app:

1. Open app.

2. Tap on “Packages” tab on the bottom menu.

3. Tap the big pink “Buy New Package” button at the bottom of the page.

4. Select the package you want. Be careful to note which ones are valid for 1 Month and which are Subscription and will auto-renew each month.

The Top-Up classes are only valid for the same period as your active Package, so if a member is trying to book outside their package window then they will not be able to. If a member has specifically bought the Top-Up with the intention of booking a class after their Package expiry, advise you can book them into the class of their preference under one of the staff names, that way they can still “use” the booking.

The package dates are tied to the date the member bought the package and there is no way for admin to move the package start dates. Ref: I cannot book classes next month. Ref message template:

Unfortunately this is an issue on the Octiv system with the 1 Month only packages, a member cannot book further than the package dates. If they had the subscription package which auto-renewed each month then it would allow them to book in advance of the renewal date which would resolve this issue.

The best solution would be for the member to look at the Class Subscription Package when they next purchase on Octiv. This would solve this issue.

This email notification gets sent to the member 7 days before the contract is due to expire. This is simply to notify them that they will be prompted to agree to the Terms & Conditions and the Waiver again. It will appear as a pop-up on their Octiv App when they go in to it after the expiry date. It will have no effect on their Package or Membership.
If they query it, ref Template Reply - Contract Expiry

There is a 2 hour booking threshold on all classes, this means no new people can join the class 2 hours before it starts, either through booking directly or the Wait-List. This is to allow the trainer time to consider all the attendees and their needs. There are many members who are injured or healing and they come to train with accommodation. The threshold allows the trainer time to consider those who are in the class to tailor the class for them, while also preventing someone with needs showing up at the last minute and then needing accommodation that has not been considered.

If the person is uninjured and has no accommodation needs, they can usually show up for class if they are unable to book in and the trainer will bump them up onto the class list manually.

To add your credit or debit card to your account on the Octiv app:

1. On your app, select the profile icon in top left hand corner (this will either be your initials or your photo).

2. Select “My Cards” from the menu.

3. This will show you what cards you have available on your profile.

4. Select the + sign in the top right hand corner.

5. You can now add card details to your profile.

6. It will ask you to pay R1 to confirm that the card details work.

7. Once you have saved them you can delete any old cards on the app.

If you need to check what card is on the Octiv app under your profile:

1. On your app, select the profile icon in top left hand corner (this will either be your initials or your photo).

2. Select “My Cards” from the menu.

3. This will show you what cards you have available on your profile.

4. If it is blank, then you can add your card by selecting the + sign in the top right hand corner.

Unfortunately Octiv does not have a way to cancel your current package on the app, however an admin can do it from the back end - just let us know when you want to cancel your package from and we will do it for you.

We have had issues with members who try log in via the TMC website Octiv sign up page, it does not seem to allow existing members to log in correctly. Octiv is aware of this glitch but due to not prioritising the web page app over the mobile app, this is unlikely to be fixed any time soon.

Redirect members to log in here: https://app.octivfitness.com/login