My facility is not appearing in the member app — what do I do?

For Members — Facility Not Showing After Sign-Up 1. Confirm you used the facility's sign-up link and selected "Yes, I have an account" if you already had an Octiv account. If you created a duplicate account, contact Octiv Support. 2. Force-close and reopen the Octiv app to refresh the facility list. 3. Log out and log back in — this forces a sync of linked facilities. 4. If the facility still does not appear, contact the facility and ask them to confirm your profile is linked to their location. For Admins — Facility Not Visible to New Members 1. Confirm the facility location is active in Octiv settings: Settings >> Locations 2. Confirm the facility is published and visible (not hidden or in draft mode). 3. Confirm the member's primary location is set to your facility: Members >> [Member] >> Profile >> Primary Location Facility Address Not Showing Correctly in Sign-Up Emails Update the address viaSettings >> Comms >> Location Details. If the address persists incorrectly in emails, contact Octiv Support for a backend update. How to Add an Address Field to the Sign-Up Form The address field on the sign-up form must be enabled by Octiv Support — it is not self-service. Contactsupport@octivfitness.comto request this. Once enabled, new members completing sign-up will be prompted to enter their address.