FREQUENTLY ASKED QUESTIONS


I FORGOT MY EQUINOX USERNAME AND/OR PASSWORD. WHAT CAN I DO?

You can click on the "FORGOT USERNAME AND/OR PASSWORD" links on Equinox.com or in the Equinox App. You can also contact Members Services at 212.774.6363.

HOW CAN I UPDATE MY PROFILE INFORMATION?

You can update you profile information online at Equinox.com/profile or contact Member Services at 212.774.6363.

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 send us an email at MS@Equinox.com.

HOW DO I FREEZE MY MEMBERSHIP?

The freeze policy allows you to temporarily suspend 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 fee of $30 per month, payable in advance. Monthly members within their first year of membership will be charged regular monthly dues until they meet their one year obligation, after which they will be charged the freeze fee in full.

I AM PREGNANT AND I WANT TO FREEZE MY MEMBERSHIP.

Congratulations! If your doctor feels you are medically unable to use the club during your pregnancy, you can request a medical freeze for up to nine (9) months. You must provide a doctor’s letter at the time of requesting a pregnancy freeze. Equinox will waive the freeze fee for medical freezes.

I WANT TO CANCEL MY MEMBERSHIP. HOW DO I DO THAT?

If you are OUTSIDE of your first year of membership, you may cancel with the amount of notice spelled out on your membership agreement for any reason. You can cancel in club with a manager by giving the appropriate notice, filling out a cancellation form and paying a pro-rate to stop your billing. You will get a copy of the form as a receipt that the process is complete. If going into the club is not convenient, you can send a letter via registered mail to your home club. We will cancel the membership based on the appropriate amount of days notice, collect a pro-rate, and stop your billing. The post office will send you confirmation that we’ve received your letter as receipt of cancellation.

If you are INSIDE your first year of membership, you may cancel with appropriate notice (specified on your membership agreement) for the following reasons: relocation, medical or job loss.

RELOCATION: If you relocate more than 25 miles away from any Equinox, you may cancel your membership with proof of relocation, such as a utility bill, lease or deed to a house, or a letter from your human resources department stating you have been relocated to another region.

MEDICAL: If your doctor finds you medically unable to workout for more than six months, we will just need a letter from your physician. They do NOT need to give us specifics, just their medical opinion that you are unable to work out for at least six months. You may deliver this note in person to your club's General Manager and fill out a cancellation form, or you may send the doctor’s note with your request that your membership be canceled to your home club. Please include your most recent contact information in case we need to follow up with you.

CAN I CANCEL MY ACCOUNT ONLINE?

No. All cancellations must be done in club with a club manager or via registered or certified mail. Cancellations are processed this way to ensure you will get a receipt that your cancellation was received.

WHAT'S THE DIFFERENCE BETWEEN FREEZING AND CANCELING MY MEMBERSHIP?

A freeze is appropriate when you know approximately how long you will be gone. For example, if you will be away on business for three months, or your doctor feels your injury should be healed in less than six months, a freeze is the option you should choose. It is a defined amount of time without billing, or club usage, and your billing will automatically restart at the end of the freeze. Remember, if you are requesting a medical or pregnancy freeze, we will need medical documentation.

HOW CAN I USE MY EQUINOX GIFT CARD?

You may use Equinox Gift Cards to purchase eligible merchandise and pay for services at any Equinox Fitness Club (excluding cafes), The Spa and The Shop. You may not use the Promotional Card to pay for membership dues.

DOES THE EQUINOX GIFT CARD 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.

IS THE EQUINOX APP AVAILABLE FOR ANDROID SMARTPHONES?

No. However, members with Android devices can use the mobile version of Equinox.com to access many membership features, such as Book-A-Bike, Calendar, Activity and more!

HOW DO I DISCONNECT MY FACEBOOK ACCOUNT FROM MY EQUINOX ACCOUNT?

1) Log in to the Equinox website.
2) Go to the Account page.
3) Scroll down and click the link that says “Disconnect With Facebook.”

If you don’t see this link, it means you originally registered with Facebook. Before you can disconnect your Facebook account, you need to create an Equinox password so you can access the site later. To create an Equinox password: 1) Log in to the Equinox website.

2) Go to the Account page.
3) Scroll down and click the link that says “Change Password.”
4) Follow the instructions to set a password.

After setting a new password, reload the Account page and you should now see an option “Disconnect With Facebook.”

REFERRALS


CAN I REFER SOMEONE TO ANY CLUB?

You earn a gift card for any friend you refer regardless of which club they join.

WHO CAN I REFER TO GET A REFERRAL GIFT CARD?

The gift card referral program is only valid for referrals who actually join and become new Equinox members. You will not earn credit for referring former members who re-join. You may only refer individuals who you know and think may actually be interested in joining Equinox.

HOW CAN I REFER A FRIEND?

You may refer a friend by completing the form on our referrals page or by sharing your unique referrals link with your friends via email or social media. You may not use any robotic, automated or programmed methods or engage in spamming, and Equinox reserves the right to, without limitation, deny a referral gift card to, permanently disqualify from the referrals program, or terminate the membership of any individual it believes is tampering with the functioning of or otherwise abusing the referrals program.

WHEN DO I RECEIVE THE REFERRAL CREDIT FOR MY FRIEND JOINING?

You should see your referral reward within 20 days of the day your friend joins. You must be an active member to receive referral rewards.

HOW DO I ACCESS MY GIFT CARD?

Click here to log in and view the Rewards section to access your gift card.

HOW CAN I USE MY EQUINOX GIFT CARD?

You may use Equinox Gift Cards to purchase eligible merchandise and pay for services at any Equinox Fitness Club (excluding cafes), The Spa and The Shop. You may not use the Promotional Card to pay for membership dues.

DOES THE EQUINOX GIFT CARD EXPIRE?

The Gift Card you receive for referring a friend must be used within 90 days of issuance and is non-transferable.

WHAT IF I STILL HAVE QUESTIONS ABOUT REFERRALS?

Email at equinox.social@equinox.com, or contact your club General Manager.

PASSBOOK


WHAT iPHONE SETTINGS ARE NEEDED TO SUPPORT PASSBOOK?

In order to see the pass on the lock screen, please make sure that notifications are enabled for the Passbook app. On the iPhone, this is located under Settings > Notifications > Passbook.

Additionally, you must share your location with the Passbook app. On the iPhone, this is located under Settings > Privacy > Location Services > Passbook.

HOW DOES PASSBOOK KNOW WHEN TO SHOW THE PASS ON THE LOCK SCREEN OF MY PHONE?

The pass will appear on the lock screen when you are near one of your favorite clubs. Passbook can only handle 10 locations, so if you have more than 10 favorite clubs, the pass may not appear. If you change your favorite clubs after adding the pass to Passbook, then you will need to delete the pass and re-add it in order for the updated clubs to take effect.