Message your gym
Questions about your plan, a booking, an invoice? Message the gym directly from the app. Threads are one-to-one with a named staff member, delivery is instant, and the unread badge on Today makes sure you don't miss the reply.
What you'll do
Open your inbox, start a new conversation with a staff member, and send a message.
You'll need: a linked membership. Turn on Messages from staff notifications so replies reach your lock screen.
Steps
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Tap the messages icon in the Today header (or open Me and tap Messages). The Messages inbox lists your threads — staff name, role badge, last message and an unread dot.
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Tap New message. The staff directory opens — reception, trainers, managers — with Search staff to find the right person.
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Pick a recipient. If you already have a thread with them, it reopens; otherwise a fresh one starts.
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Type into Write a message… and send. Replies appear in the thread instantly — no refreshing needed.
What you should see
Your message in the thread with a timestamp, and the reply arriving live while you watch. Threads are marked read the moment you open them.
If something goes wrong
- "No staff to message" — your gym hasn't enabled its staff directory for messaging yet; speak to the front desk.
- Messages arrive only when you open the app — your phone is blocking notifications; see the notifications chapter to turn them back on.
- Sending fails on poor signal — the app retries as the connection returns; your message isn't lost.
Still stuck? Email hello@prismgym.com — include your gym name, the device, and a photo of what you see.