Frequently asked questions
Q: How many people can sign up using the same email address? I would like a separate plan for each of my family members.
A: The way the site is set up, each account requires a unique email address. Each person who signs up to the website will need their own email address. We suggest you contact your Internet Service Provider (ISP) to set up additional email addresses for your account, or register for a free email account such as gmail or hotmail.
Q: I’m trying to fill in the form with my height and weight but it won’t accept the values I enter.
A: When entering your height and weight you only need to enter the actual value, eg for weight enter ‘68’ rather than ‘68kg’ and for height enter ‘165’ rather than ‘165cm’.
Q: I have signed up to the website, but when I try and log in my password doesn’t work.
A: When you first sign up to the website you will receive a confirmation email. This email will contain a link that takes you back to the site and activates your account. You will not be able to log in without first activating your account. Check that this email hasn’t gone into your junk email box by mistake. If you are unable to locate it let us know by filling in the ‘Contact us’ form.
Q: I never received my confirmation email – how do I activate my account?
A: When your confirmation email was sent to you it may have been mistaken for SPAM. Check your junk email box to see if it is there. If you are still unable to locate it let us know by filling in the ‘Contact us’ form.
Q: Can I change my password to something I will more easily remember?
A: Yes, you first need to log into the website, then click the ‘My Locker’ button at the top right of the screen. Once in My Locker look under ‘Edit personal details for…’ and click the Edit button. You will be able to enter a new password.
Q: I’ve forgotten my password, can you resend it to me?
A: Click the ‘Forgot your password’ link at the right of the website home page, and then follow the steps for creating a new password.
Q: Where can I find the weather forecast?
A: To obtain the weather forecast you will need to sign-up, log into the website and create a training plan. Then go to either the day view, week view or full plan view for your training programme. The weather is displayed at the top of each day, just below the day and date. If you roll your mouse over the weather symbol, you will see additional information.
Q: Are you able to print my plan out for me and send it to me in the post?
A: Unfortunately we are not able to do this. Your training plan has been individually tailored to you, based on the questions you answered when you signed up and created a plan. We aren't able to go in and retrieve these details from your account, so are unable to access your specific training plan to print out.
