Member Help
Most issues take about two minutes to fix yourself. Your phone unlocks the door with its location — so a blocked door is almost always a balance, location turned off, or you're not at the gym yet.
What's going on?
Are you standing at the gym door right now?
Your phone only unlocks when you're physically at the entrance — the pass is location-based, so it won't open from the parking lot or from home.
Head to the entrance first
Walk up to the gym door, open the app, and tap the unlock button. It won't work from a distance.
Did the door open?
Do you owe a balance?
A balance locks the door until it's paid. To check: open the app and tap Make a Payment — your balance is on that screen (it's not on the home screen).
What kind of phone do you have?
Location settings live in a different place on each.
Turn Location on for the app — iPhone
For a geofenced unlock it usually has to be Always with Precise on — “While Using” often isn't enough.
Now try the door. Did it open?
Turn Location on for the app — Android
Walkthrough video coming soon
Now try the door. Did it open?
Make sure you're signed in & updated
Open the app and check you're logged in (not on the sign-in screen). If it looks off, update it from the App Store / Google Play, then reopen it and try again.
Did the door open?
We'll take it from here
You've run the right checks — thanks for that. Send us what you tried and we'll get you in fast.
See what you owe
In the app, tap Make a Payment — your balance is on that screen. (You can also check the member portal website.)
Update your card & pay
On that same Make a Payment screen, add or update your card and pay the balance. Access comes back a few minutes after the payment goes through.
Once it's paid, did the door open?
Download the app — this is what opens the door
Get the official ClubSystems Member Portal app (don't grab a look-alike). The door pass lives in the app — signing in on the website alone won't get you through the door.
Log in — inside the app
Open the app and sign in with the login from your welcome email. (The website uses the same login and is handy for billing, but the door only works through the app.) Can't find the email? Check spam, then reach out and we'll resend it.
Allow Location when it asks
This is what opens the door. When the app asks for location, choose Always and turn on Precise. Tapped the wrong thing? No problem — you can fix it any time from the "My door won't open" path.
At the gym, tap unlock
Stand at the entrance, open the app, and tap the door/unlock button.
Are you in?
You're all set!
Nice work — you're in. Bookmark this page in case you ever need it again.
Send us a cancellation request
Email us to let us know you'd like to cancel — just include your name, email, and phone number. We cancel as soon as we receive your notice, and we'll reply to confirm.
Still need a hand? info@onyxfitkc.com · 913-605-1500
We're a 24/7 facility — this page is here whenever you need it.