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

Resolving facility visibility issues in the Octiv member app

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 >> Facility & Location >> Location Settings

  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

  1. Go to Settings >> Facility & Location and open the Location Settings tab.
  2. Choose the location at the top.
  3. In the Address section, update the Physical Address and check the Address Details. Make sure the Map Pin shows the right place, because this is the map shown on your Octiv Explore profile.
  4. Click Submit.

If the address still shows incorrectly after saving, contact Octiv Support.

How to Add an Address Field to the Sign-Up Form
To ask new members for their address when they sign up, go to Settings >> Sign Up and, under Mandatory Information, tick Member Address. Once enabled, new members completing sign-up will be prompted to enter their address.