📝 Overview
BoxMate uses TeamUp authorisation to connect your accounts and enable class bookings. If something goes wrong during or after authorising, such as linking the wrong TeamUp account, this guide walks you through diagnosing and fixing the issue.
🛠️ "Oops... it seems like you have authorised the wrong TeamUp account"
This error means you have signed in with a TeamUp account that is not associated with your current gym. The warning message will tell you which account was used and which gyms it is linked to.
Click the arrow to view how to confirm the issue
Click the arrow to view how to confirm the issue
To confirm you have authorised with the wrong account, go to the Home tab in the BoxMate app, select My TeamUp, then tap the orange Support button.
Check whether your current gym's name appears in the list alongside your name. If it is not there and does not have a pink tick, you have indeed authorised with the wrong account.
👀 How to Fix This
Follow the steps below to log out of the incorrect TeamUp account and re-authorise with the correct one.
Click the arrow to view the fix steps
Click the arrow to view the fix steps
⛔️ Critical first step: You must log out of TeamUp on your phone's default web browser before re-authorising in BoxMate. If you skip this, BoxMate will automatically use the same incorrect account again.
Open your phone's browser and go to www.goteamup.com. From the menu bar, select Logout. You will also see the list of gyms associated with the account you were logged into.
Open the BoxMate app, go to the Home tab, and select My TeamUp. Underneath the TeamUp logo, tap Re Authorise. You will be taken to the TeamUp website.
Log in using the email address and password for the TeamUp account that is registered with your current gym. If you do not know which email this is, ask a coach at your gym to check for you.
Click Authorise and wait to be redirected back to BoxMate. Your account should now be connected correctly and you will be able to view and book classes.
❓ Frequently Asked Questions (FAQs)
Find answers to common questions or additional details that may not be covered in the main instructions.
Click the arrow to view frequently asked questions
Click the arrow to view frequently asked questions
Why does BoxMate keep using the wrong TeamUp account?
Click the arrow to see the answer
Click the arrow to see the answer
BoxMate uses the TeamUp session stored in your phone's default web browser. If you do not log out of TeamUp on that browser first, it will automatically re-use the same account when you try to authorise again.
How do I know which TeamUp account is the correct one?
Click the arrow to see the answer
Click the arrow to see the answer
The correct account is the one registered with your current gym. If you are unsure which email address this is, ask a coach at your gym to check for you.
I have followed all the steps but am still having issues. What should I do?
Click the arrow to see the answer
Click the arrow to see the answer
Reach out to the BoxMate team via the support widget in the app or on the Help Center, and the team will help you get connected.