Support
Something not working, a question about your membership, or a request about your data? We read every message.
How to reach us
- [email protected]
- Hours
- Monday to Friday, 9:00–18:00 CET
- Response time
- We reply within 2 business days. Security and account access issues are handled with priority.
- Privacy requests
- For GDPR requests — access, deletion, portability — write to [email protected]. We answer within 30 days.
What to include when reporting a problem
- The email address on your account, so we can find it.
- What you were trying to do, and what happened instead.
- The name of the gym or brand involved, if the problem concerns a membership or a check-in.
- Your device and app version — you will find them in Settings, under About.
- A screenshot, if the problem is something you can see.
Deleting your account and your data
You can delete your account yourself, at any time, without contacting us.
- Open the Jymbro app, or sign in on jymbro.app.
- Go to Settings, then Account.
- Choose "Delete account" and confirm.
Deletion is permanent. Your profile, documents, messages, preferences, and devices are erased within 30 days. Invoices and access-scan audit records are kept only for as long as the law requires, as explained in the privacy policy.
If you cannot sign in, write to [email protected] from the email address on the account and we will delete it for you.
Frequently asked questions
How much does Jymbro cost for members?
Nothing. Members use Jymbro for free: managing memberships, checking in, and finding training partners cost nothing.
I forgot my password. What do I do?
Choose "Forgot password" on the sign-in screen and we send you a reset link. If you signed up with Google or Apple, use that button instead — there is no password to reset.
My access pass will not scan. What now?
Check that your membership is active and that you are at a location included in your plan. Make sure the app is up to date and your phone has a connection, then reopen the pass so a fresh one is generated. If it still fails, the gym staff can let you in manually — and please write to us with the gym name and the time it happened.
Can I use one account at several gyms?
Yes. One Jymbro account holds all your memberships, across every brand and location that uses Jymbro.
Who can see the documents I upload?
Only you, until you assign a document to a gym you are a member of. You can revoke that access at any time from the document itself.
How do I stop appearing in matchmaking?
Matchmaking is opt-in. Turn it off under Settings, then Preferences, and you stop appearing immediately.
How do I cancel my gym membership?
Membership terms are set by the gym, not by us. Cancel from your membership screen where the gym allows it, otherwise contact the gym directly. Cancelling a membership does not delete your Jymbro account.
How do I cancel a gym subscription to Jymbro?
Cancel a facility subscription from Settings, then Billing. Cancellation takes effect at the end of the current billing period, and your data stays accessible until then.
I was charged and I do not know why.
Check Settings, then Billing, where every invoice is listed. If the charge is not there, send us the date and amount and we will trace it.
How do I export my data?
Request an export from Settings, then Account. You receive a machine-readable copy of your data. You can also write to [email protected].
How do I report abuse or a suspicious account?
Use the report option on the profile or message concerned, or write to [email protected]. We review every report and act on the ones that breach our terms.
How do I report a security problem?
Write to [email protected] with the details. Please give us a reasonable window to fix the issue before disclosing it publicly.
Write to us
Send us a message and we will reply to the address you give us here.