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.

1. Force-close and reopen the Octiv app to refresh the facility list.
2. Log out and log back in — this forces a sync of linked facilities.
3. 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

1. Confirm the facility is published and visible (not hidden or in draft mode).
2. 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 via Settings >> 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. Contact support@octivfitness.com to request this. Once enabled, new members completing sign-up will be prompted to enter their address.