How do I contact Octiv Support?
Support contact details and escalation paths
Main Support Contact Email: support@octivfitness.com — For all platform issues, billing queries, member access problems, and technical support.
Vitality / Discovery Integration Email: VitalityFitness@discovery.co.za — For facility vetting, Discovery kiosk setup, Vitality point disputes, and Discovery app corrections.
Octiv CRM Pro Support Email: crmpro@octivfitness.com — For queries specifically about the Octiv CRM Pro product (separate from the core fitness platform).
What to Include When Contacting Support
To get a faster resolution, include:
- Facility name and location
- Member name and email address (if the issue is member-specific)
- Description of the issue and when it started
- Steps already taken to resolve it
- Screenshot or screen recording of any error messages
- App version (if app-related)
- Device type and operating system (if app-related)
Closing a Location — Notice Required
Octiv requires 30 calendar days' notice before deactivating a location. Email support@octivfitness.com with the intended closure date and confirmation of member migration.