Support

Help with the Athletic Sparks member app (shown as “Spark” on your Home Screen).

We reply to emails in English or Vietnamese. Please include the email address on your membership so we can find your account.

Getting started

Athletic Sparks is for LAB members. You can't create an account in the app on your own; the gym sets it up for you.

1. Ask the front desk to send your app invitation. LAB emails a six-digit invitation code to the address on your membership.
2. Open the app and tap Use invite code. Enter the code and check your details.
3. Choose a password of at least 8 characters, then read and accept the training waiver if the gym asks for one.
4. From then on, sign in with your email and password.

If your code has expired or doesn't work, ask the front desk for a new one.

Signing in

• Forgot your password? Tap Forgot password? on the sign-in screen. We'll email you a link to set a new one.
• Wrong email? Your sign-in email is the one on your LAB membership. The front desk can update it.

Bookings and cancellations

• Open Schedule, pick a day and tap a session to see the coach, time and spaces left. Tap Book and choose which package or credit to use.
• If a session is full, join the waitlist. When a place opens, you'll see an offer in the app that you can accept or decline.
• You can cancel or reschedule from your booking within the gym's cancellation window. After that, please contact the front desk.
• Session balances and expiry dates are under Membership.

Checking in

When your session's check-in window opens, tap Check in and scan the QR code at reception. If the camera can't read it, type the gym code shown at the desk. The app asks for camera access only to scan the code or take a profile photo; you can change this in iPhone Settings at any time.

Packages and payments

You can browse LAB packages in the app and order one to pay for at reception. Depending on the gym's settings, the package is ready to book right away or once the front desk records your payment; the app tells you which after you order. Invoices are under Membership. For billing questions, email [email protected].

Deleting your account and data

You can ask us to delete your Athletic Sparks account and the personal data linked to it at any time.

1. Email [email protected] from the email address on your membership, with the subject “Delete my Athletic Sparks account”. You can also ask at the front desk.
2. We confirm the request with you within 2 working days, then delete your app account, profile photo, injury notes, emergency contact and booking history, or make them anonymous. We finish within 20 days and email you when it's done.
3. We keep only what the law requires, such as invoices and payment records needed for accounting and tax. These are kept for the period the law sets and then deleted.

Deleting your account doesn't cancel an active membership contract or refund unused sessions automatically. Talk to the front desk about your package first if you have sessions left. More detail is in our Privacy Policy.

Privacy

Read how we collect and use your data in the Privacy Policy.