Frequently Asked Questions
Is video recorded when exercising with AI coaching?
AI exercises require the use of the camera; video of the user is not recorded during the exercise.
The only information that is used is the user's joint values, which is used to provide AI coaching of the proper exercise motion.
Please tell me about AI coaching.
When a user exercises, we use the positions of the joints to provide coaching and feedback on proper exercise form. Select and learn a new exercise by receiving AI coaching.
My body hurts when using AI coaching.
Although we work with experts to refine our AI technology, a user's specific health or physical specifications may not yet be implemented. If pain persists during exercise, stop immediately and consult with a professional before using AI coaching.
Can I stop mid-exercise when using AI coaching?
Depending on the user's device settings, leaving the AI coaching screen for a long time may result in the loss of exercise data. Make sure to complete the exercise before leaving the app to save your data. Please note that forcibly leaving the app or your login expiring will result in exercise data not being saved.
I am receiving a 'Please allow camera access permissions' pop up.
Press the 'Settings' button of the popup and change camera permission settings of the app. All AI exercises require usage of the camera.
I cannot proceed past the camera setting step during AI exercises.
Make sure that the camera is a vertical as possible. Try propping your phone against an object or using a phone stand.
I cannot proceed past the body setting step during AI exercises.
Try to get your entire body inside the frame of the screen. When your entire body is in the screen, stand still for 3 seconds. When the body recognition is complete, the bar at the top of the screen will turn green, and the exercise will begin.
Is there a free trial?
There are a variety of free exercises available. Try exercising with AI coaching for squats, lunge, plank, lat pulldown, and pec deck fly, found on the home screen.
Currently, there is friend invitation event where you can experience the entirety of the Gymmate app. This event may conclude without notice, so make sure to join while the event is still running.
I want to know about the types of memberships and their prices.
There is Gymmate Basic, where you can try a selection of exercises. With Gymmate Plus, you can receive AI coaching for all 78 exercises, and can use all curriculums without advertisements.
I want to change the payment method.
Changes to payment can be done is account settings.
1. Google Play
Google Play > Profile icon > Payments & subscriptions > Payment methods > More > Payment Settings
2. App Store
Settings > User's name > Payment and Shipping > Edit
What is the refund policy for Boost Points?
Boost Points are a payment method for purchasing paid programs.
The expiration date is 5 years from the date of purchase. Unused Boost Points will disappear after this time.
You can make a payment cancellation request within 7 days of the date of purchase.
- Payment methods that cannot be refunded directly through the Apple App Store and the company may be non-refundable. In this case, work with Apple Korea to resolve the issue.
- Users who used the Google Play Store or other payment methods may make a payment cancellation request within 7 days of the date of purchase. Exception cases for refunds related to the Google Play Store will resolved in accordance to Google Play refund policies.
What is the refund policy for purchased Influencer Content?
Purchased content can be refunded with Boost Points if the content was not used and the refund request is made within 7 days of purchasing. Refunds cannot be made after 7 days of purchasing.
I want to change the information I submitted during registration.
You can make changes to your information by going to 'My tab > settings icon (top right) > My Information'
How do I delete my account?
You can delete your account by going to 'My tab > settings icon (top right) > Account Information'
Can I restore my information after deleting my account?
Information from deleted accounts cannot be restored.
Exercise analysis is not starting.
Analysis begins once the green 'exercise in progress' status appears at the top of the screen.
Set your phone upright, and stand so that your entire body appears on the screen.
The starting position of each exercise may vary from front/side/back facing.
If problems continue even after following these steps, please send a screen recording to our customer service.
Motion recognition does not work well.
If motion analysis does not work well during exercise:
1. Analysis begins once the green 'exercise in progress' status appears at the top of the screen.
- Check is your phone upright
- Once your phone is set correctly, check if you are standing facing the screen correctly (front/side/back) depending on the exercise.
2. Check the following set up environment:
- Phone is upright
When your phone is upright, motion recognition becomes more accurate. Make sure your phone is as upright as possible.
- Entire body appears on screen
Make sure that your entire body appears on screen.Check is your entire body appears on screen, and if there is enough space above your head and below your feet.
- Check your attire
Check if your clothes fit appropriately and are of a different color than your background, so that the camera can effectively recognize your movements.
- Check your surroundings
Motion analysis performs better when there are no objects or obstructions to the camera screen.
I am having difficulty in using the app.
If you are experiencing continual errors, go to 'My tab > settings icon (top right) > Contact us' and submit a screenshot of the error.