FREQUENTLY ASKED QUESTIONS

You can update your credit card in the EQX+ App. From the home page, tap the icon in the upper left corner. Next, tap “Membership & Billing” > scroll to view “Payment on File” > tap "Edit." Alternatively, you can visit https://www.equinox.com/account.

Please contact your club's General Manager to inquire about your account balance, or email Concierge@Equinox.com.

You can download this information through your EQX+ app. Tap the icon in the upper left corner of the homepage > “Membership & Billing” > scroll to view "Check-ins & Transactions" > tap "Download." Just pick the period of the download and we will email you the information.

You may cancel in club with a club manager, via mail as described in your Membership Agreement, by emailing Cancellations@Equinox.com, or by logging into your account on Equinox.com. Notice periods vary by state and in some states, there may be additional cancellation methods available, please review your Membership Agreement for requirements specific to your Membership. In certain states, if you cancel soon after an increase in Membership Dues, you may have additional rights.

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. To inquire about placing your membership on freeze or for a copy of your Membership Agreement, please contact Concierge@equinox.com.

Our freeze policy allows you to temporarily suspend (“freeze”) your membership in accordance with the terms set forth in our Membership Policies. To inquire about placing your membership on freeze, please contact Concierge@equinox.com.

You can view your membership status in the EQX+ App. From the home page, tap the icon in the upper left corner > tap “Membership & Billing” to view “Membership Status.” Alternatively, you can visit https://www.equinox.com/account

You can unfreeze your membership at your local club or by emailing Concierge@Equinox.com.

You can reactivate your membership at your local club or by emailing Concierge@Equinox.com.

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.

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.

You can update your profile information through your EQX+ app. From the home page, tap the icon in the upper left corner, then “Personal Info.” Alternatively, you can update your profile information online at https://www.equinox.com/account or email Concierge@Equinox.com.

Completing the program in one day is encouraged to experience full recovery benefits, but you may spread it over 2–3 days based on your schedule.

You can share a guest pass with anyone for any club in your membership level using your EQX+ app. From the home page, tap the icon in the upper left corner > tap 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.

You can view and share your Guest Passes in the EQX+ App. Tap the icon in the upper left corner of the homepage > tap “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.

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).

You can earn a reward 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 canceled their membership more than 1 year ago in order to qualify as a referral.)

You can refer in the EQX+ app: tap the icon in the upper left corner of the homepage > scroll down and tap "Refer a Friend".

It can take up to 60 days from the date your referral joined for the reward to be added to your account (so long as you are an active member). You will receive an email when your reward is ready to use. To access it, just tap the icon in the upper left corner of the homepage of the EQX+ app and then tap "Gift Cards and Rewards."

You can use your referral reward at any Equinox Fitness location for purchases at The Shop or for Pilates, Personal Training, or Spa Services. You can also use your reward at The Shop online, but it must be converted for online use. Referral rewards must be used within 90 days of issuance and are non-transferable.

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.

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 reward 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 and tap “Gift Cards and Rewards.”

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 rewards must be used within 90 days of issuance and is non-transferable.

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.

You can purchase a Gift Card in the EQX+ app by tapping the icon in the upper left corner of the home page, tapping "Gift Cards and Rewards," then tapping “Purchase a Gift Card.” You can also purchase a gift card at the Front Desk of any location.

You can book in-club classes in the EQX+ app - just tap "Book Class" on the upper right of the homepage, find your class and tap "Book". You can review the booking rules here: https://www.equinox.com/classschedule/rules.

You can cancel a booked class in the EQX+ app. Just tap the Calendar icon in the upper left corner, locate your class, tap the class, then tap "Cancel Booking" to unbook it. There’s no penalty for cancellations, but if you can’t make it, please remove yourself to free up the spot for a fellow Member. Three No-Shows within 30 days will restrict your booking access for one week.

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.

We accept walk-ins to each class if there is space available. Please check with the Front Desk when you arrive at the club.

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 own boxing gloves and hand wraps, and wear appropriate workout shoes. Water suggested.

You can email Concierge@Equinox.com for assistance.

In the Equinox+ app you may turn on auto-renew for Pilates or Personal Training sessions. Session packs will renew automatically once your inventory reaches 0 and you have at least 1 session scheduled helping you to avoid cancelled sessions. When you turn the auto-renew function on you are agreeing that Equinox can automatically charge you to replenish these sessions up to the number of sessions you have selected. For Personal Training sessions and packages, pricing is based on the level of trainer you are scheduled to train with at the time your sessions auto-replenish and is subject to change. For Pilates sessions and packages, pricing is subject to change. To see the current pricing for Personal Training or Pilates sessions or packages please visit the Training tab in your EQX+ app.

Turn off auto-renew to avoid future session replenishments anytime in your Membership & Billing settings. No refunds or partial credits for unused sessions unless required by law.

You can turn on scanless check-in by navigating to your phone’s settings, turning on Bluetooth, and then following the steps below for your phone. 

iOS: Phone Settings > Search Equinox+ or scroll to EQX+ App > Allow Location services and Bluetooth 

ANDROID: Phone Settings > Search Equinox+ or scroll to EQX+ App > Allow Permissions Tab  

Once scanless check-in is enabled, you will be automatically checked in when you arrive at the club. Simply show our Front Desk team your confirmed check-in screen. 

We offer complimentary Wi-Fi at all our clubs. Select “Equinox_Guest” in your phone’s Wi-Fi settings. You will need to sign in using your Equinox barcode which you can find in the EQX+ app from the home screen, tap the profile icon in the upper left corner > under your name, tap “Barcode” > hold down on the barcode number to easily copy and paste.

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 so here. You will need your membership Barcode ID to register, which you can get from the front desk staff at your club.

Visit the App Store or Google Play Store to download Equinox+.

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.

You can view or edit your notifications by tapping the icon in the upper left corner of the homepage > “Notifications.” You can select to turn on notifications and how you'd like to receive your alerts. You can also disable all push notifications on iOS by going to Settings > Equinox > Notifications (please note that this will disable class booking and upcoming class reminders).

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 homepage > tap “Linked Accounts” > tap“Manage” next to 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.

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.

Please use our feedback form or send an email directly to hello@equinoxplus.com. We’d love to hear from you.