ACCOUNT INFORMATIONGUEST PASSESREFERRALSGIFT CARDSGROUP FITNESS CLASSES
ACCOUNT INFORMATION
How do I update my credit card?
You can update your credit card in the EQX+ App. From the home page, tap the icon in the upper left corner. Next, go to "Member Info" and tap "Manage" under the Membership Details section, then scroll to Payment and tap "Update Payment". Alternatively, you can visit https://www.equinox.com/account
How can I download my membership invoices and check-in visits?
You can download this information through your EQX+ app by tapping "More" on the bottom navigation bar and selecting "Download Check-in & Transaction History". Just pick the period of the download and we will email you the information.
Who can I contact if I have questions about my current balance?
Please contact your club's General Manager to inquire about your account balance, or email Concierge@Equinox.com.
How do I freeze my membership?
The freeze policy allows you to temporarily suspend (“freeze”) your membership in accordance with the following terms:
You may freeze your membership once per contractual year for a minimum of one (1) month and a maximum of three (3) consecutive months in one-month increments for a monthly freeze fee. The monthly freeze fee varies by club (generally $50/month).
For members who request a freeze during their initial twelve (12) month obligation period, billing of monthly dues will be held for the duration of the freeze. Equinox will charge the applicable freeze fee at the start of your freeze, and your initial period will be extended by the number of months you are on freeze.
For paid in full memberships, the expiration of the then-current membership year will be extended to account for the freeze.
Retroactive freezes will not be honored.
Please contact your club or Concierge@Equinox.com for details.
How do I check the active/freeze status of my membership?
You can view your membership status in the EQX+ App. From the home page, tap the icon in the upper left corner. Next, go to "Member Info" and tap "Manage" under the Membership Details section. Alternatively, you can visit https://www.equinox.com/account
How do I unfreeze my membership?
You can unfreeze your membership at your local club or by emailing Concierge@Equinox.com.
How do I cancel my membership?
You may cancel in club with a club manager, via registered or certified mail, or via email at Cancellations@Equinox.com. However, if you are going on an extended vacation or unable to use the club for a brief period, we recommend that you freeze your membership, instead of cancelling.
You can freeze your membership for up to 3 months and you can resume at any time. It is $50 per month to freeze but you will retain your current rate once your membership reactivates.
How do I reactivate my cancelled membership?
You can reactivate your membership at your local club or by emailing Concierge@Equinox.com.
How can I upgrade or downgrade my membership?
We would be happy to help you adjust your membership. For more information, please contact your club between the hours of 9AM and 5PM local time or email Concierge@Equinox.com.
Can I visit a club I don't have access to?
You can purchase a Day Pass at the Front Desk to visit a club not available in your membership class. Alternatively, if you plan on visiting other clubs often, we can help you upgrade to a membership that better fits your needs - just contact your club between the hours of 9AM and 5PM local time or email Concierge@Equinox.com.
How can I update my profile information?
You can update your profile information online at https://www.equinox.com/account or email Concierge@Equinox.com.
How much does an Equinox membership cost?
Equinox membership costs vary by location and the number of clubs you have access to. Membership options include pricing tiers for one specific Equinox location, all the locations in that city, or all-access fitness for all U.S. locations. Find prices for specific Equinox fitness club locations or find the club nearest you on ourmembership experiencepage.
Guest Passes
How do Guest Passes work?
You can share a guest pass with anyone for any club in your membership level. Just tap "More" on the bottom navigation bar of the EQX+ App, select Guest Passes and follow the prompts. Please note, some clubs may have restricted guest hours as indicated in the Guest Passes section of the EQX+ app.
For the safety and security of our members, you must accompany your guest on their visit and they will be required to check in at the front desk, present proper photo identification, and sign a Guest Waiver for entry.
How many Guest Passes do I have?
You can view and share your Guest Passes in the EQX+ App by tapping "More" from the bottom navigation bar and tapping "Guest Passes".
Each new member receives 2 Guest Passes which replenish annually. For example, if you use your 2 Guest Passes in a year, you will receive 2 new Guest Passes on your membership anniversary. If you only use 1 Guest Pass, you will receive 1 Guest Pass on your anniversary so you have 2 for the new year.
If you no longer have guest passes available, you can still bring a guest to the club by purchasing a Day Pass at the Front Desk.
Can my guest take a group fitness class with me?
Guests of members can join a class by contacting a Membership Advisor for advanced booking or on a walk-in basis (if there is availability in the class when you and your guest arrive, the Front Desk can add your guest to the class list).
REFERRALS
How does the referral program work?
You can earn a gift card for anyone you refer who becomes a new Equinox member, regardless of which club they join! (Please note, if your referral was previously an Equinox member, they must have cancelled their membership more than 1 year ago in order to qualify as a referral.)
To refer, just tap "More" on the navigation bar of the EQX+ app and tap "Refer a Friend".
When do I receive my referral reward?
It can take up to 2 weeks from the date your referral joined for the gift card to be added to your account (so long as you are an active member). You will receive an email when your gift card is ready to use. To access it, just tap "More" on the navigation bar of the EQX+ app and tap "Gift Cards."
Where can I use my referral reward?
You can use your referral gift card at any Equinox Fitness location for purchases at The Shop or for Pilates, Personal Training, or Spa Services. You can also use your gift card at The Shop online, but it must be converted for online use. Referral Gift Cards must be used within 90 days of issuance and is non-transferable.
GIFT CARDS
Where can I use my gift card?
You can use a general gift card at any Equinox Fitness club for Pilates, Personal Training, or Spa Services as well as for purchases at The Shop in person or online. (Please note, gift cards must be converted to make purchases at The Shop online store. To convert your gift card for use at The Shop online, click here.) Alternatively, you can use a The Shop gift card for purchases only at The Shop in person or online.
Where can I find my gift card?
It depends on the type of gift card. If it was purchased electronically, you will receive an email with redemption instructions. If purchased in person, you will receive a physical gift card. If it is a promotional gift card from a referral or joining offer, you can find it under the Account section of the EQX+ app. From the home page, tap the icon in the upper left corner. Then, go to "Member Info" and under Membership Details section, tap "Manage".
Do gift cards expire?
A purchased Equinox Gift Card has no expiration date, service charges or dormancy fees. A complimentary Equinox Gift Card must be used within 90 days of issuance and is non-transferable. Referral Gift Cards must be used within 90 days of issuance and is non-transferable.
Why is The Shop online not accepting my gift card?
Gift cards must be converted to make purchases at The Shop online store. You can convert your gift card here. Please note that once your gift card/Shop Credit is converted, it may ONLY be used on EQUINOXTHESHOP.COM and will no longer be usable anywhere else in Equinox. This cannot be undone.
How do I purchase a gift card?
You can purchase a Gift Card in the EQX+ app by tapping "More" in the bottom navigation bar and tapping "Gift Card". You can also purchase a gift card at the Front Desk of any location.
GROUP FITNESS CLASSES
How do I book classes?
You can book in-club classes in the EQX+ app - just tap "Classes" on the bottom navigation bar, find your class and tap "Book". You can review the booking rules here: https://www.equinox.com/classschedule/rules.
How can I cancel my class booking?
You can cancel a booked class in the EQX+ app, just tap the Calendar icon in the upper right corner, locate the class you want to cancel, and tap the Booked button to unbook it. As a reminder, you can change or cancel an existing reservation up to 3 hours prior to the start of the class without penalty. If you cancel less than 3 hours prior to the start of class, you'll get a Late Cancel. Members who accrue three (3) Late Cancels and/or No Shows within 30 days may not make online reservations for a period of one (1) week.
How can I see my position on the waitlist for class booking?
If you are in position 1-10, your place on the waitlist will be displayed on the app/website. If you are in position 11 or above, you’ll see a message saying there are 10+ members ahead of you.
Can I attend a class if I didn't book it?
We accept walk-ins to each class if there is space available. Please check with the Front Desk when you arrive at the club.
Do I need to bring any equipment or have special footwear to take a class?
Yoga: We provide your mat and props. You can practice barefoot or with socks, just leave your shoes outside the door.
Cycling: You can wear sneakers or Cycling shoes (LOOK Delta clip or SPD are compatible with our bikes). If you choose to wear sneakers, we will have shoe cages for your bike - ask your instructor if you need assistance! Water suggested.
HIIT: We have all the equipment, just wear appropriate workout shoes. Water suggested.
Boxing: Please bring your boxing gloves and wear appropriate workout shoes. Water suggested.
I received an email about missing a class, but I did attend. How do I get my penalty removed?
You can email Concierge@Equinox.com for assistance.
Equinox App & Website
I'm having trouble signing into the app or website.
Click the Forgot Password link and we'll send you a reset link to your email on file. If retrieving your username or resetting your password doesn’t work, please email Concierge at Concierge@Equinox.com.
If you’ve never registered your online account, you can do sohere. You will need your membership Barcode ID to register, which you can get from the front desk staff at your club.
How do I download the mobile app?
Visit the App Store or Google Play Store to download Equinox+.
What versions of iOS and Android does the app work on?
The iPhone app requires iOS version 10 or higher and is not optimized for iPad. The Android app requires Android OS version 6 or higher.
How can I adjust my app notifications?
You can view or edit your notifications by navigating to your User Profile, Settings, then Device Setting, which will bring you to your phone's Notifications. You can select to turn on notifications and how you'd like to receive your alerts. You can also disable push notifications on iOS by going to Settings > Equinox > Notifications.
How can I sync Apple Health with my EQX+ App?
With next level connected experiences, you’ll be able to tap into increasingly dynamic weekly programs and personalized class recommendations, based on your real-time data from an Apple Health Kit integration. To integrate your Equinox+ experience with Apple Health Kit, open your EQX+ app on your phone, tap on your profile initials at the top of the app, go to the Settings tab and scroll to the Apple Health section. Click Open Apple health to take you into those settings. Then either tap “Turn All Categories On” to turn all permissions on or select which categories you’d like Equinox and Apple Health to share, making sure each one is turned “on” and green. Get help from Apple here.
How do I sync other apps with the EQX+ app?
Equinox syncs with Apple Health so anything that works with Apple Health will display in your Equinox App. Compatible apps include MyFitnessPal, Nike Run Club, Strava, Headspace, Nike Training Club, Peloton, Aaptiv, Calm, and many more. Please check the settings section of other apps to see if they offer connection with Apple Health.
How can I report a bug or suggest a feature?
Please use ourfeedback form or send an email directly to hello@equinoxplus.com. We’d love to hear from you.
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