The Gym Group (TGG) uses a door PIN access system. When you check in through the Wellhub app, a door PIN or access code is automatically generated in The Gym Group system to grant entry through the turnstiles. Because these access codes are managed directly within The Gym Group infrastructure, Wellhub support cannot directly reset or reissue a door PIN.
Important note
Wellhub support cannot reset or reissue a door PIN. If a PIN is rejected at entry, the fastest on-site fix is to use the reception intercom or buzzer for staff assistance.
How to resolve door PIN and access code failures
If your door PIN is rejected or not working at entry, follow these steps to resolve the issue:
- Use the reception intercom or buzzer: If on-site and the PIN fails, press the intercom or buzzer near the entrance turnstiles to request immediate manual entry assistance.
- Check or refresh your code in The Gym Group app: Open the official Gym Group app, log in, and check membership or entry details to retrieve or refresh the generated PIN.
- Contact The Gym Group support directly: If staff are unavailable on-site, reach out to The Gym Group support for assistance with account and PIN entry.
- Report a problem in the Wellhub app: If the issue is due to an unresolved access sync failure or entry was not possible, go to The Gym Group page in the Wellhub app and select Report a problem.