Client Services
This is the department that Club Staff should contact for cancels, freezes, billing questions, refunding members, and other member account maintenance. Assistance is based on Client Service Level.
Hours: 7 am - 9 pm CT Monday to Friday Phone: 888-622-6290
Email: ClientServices@abcfitness.com
Turn Around Time: *Two business days from the time email requests or required documentation is received.
What is required: The staff member will need to provide their name and call-in password to verify that they have authority to make requests, as well as the member's name and agreement number and details of the request (status change, invoice change, refund amount, etc.).
24 Hour Technical or Help Desk Support
This is the department that Club Staff should contact for any hardware or M&O/DT-related issues. Updating banking, address, refunding DUES, etc... must be processed through Client Services. Assistance is based on Client Service Level.
Hours: 24/7 Phone: 877-222-5767
Email: help@abcfitness.com
Turn Around Time: *Two-Three business days from the time email request is received.
What is required: The staff will need to provide the club number as well as a call-in password. The password is only required when requesting changes or software installations.
MyABCID
This is the department that Level 3 Staff should contact for any updates to the approved call-in list.
Hours: 7 am - 5 pm CT Monday to Friday
Email: myABCID@abcfitness.com
Turn Around Time: *One business day from the time email requests is received.
What is required: The staff will need to provide the club number(s), and the first and last name of the employee they wish to update. If a new add you must also provide the employee level, password, and email.
CRS Request
This is the department that Level 3 Staff should contact to request an automated CRS report.
Hours: 7 am - 5 pm CT Monday to Friday
Email: CRSrequests@abcfitness.com
Turn Around Time: *Two business days from the time email requests are received.
What is required: The staff will need to provide the CRS User ID, club number(s), name of desired report, frequency, format, and email address.
Chargebacks
This is the department that Level 2-3 Staff should contact for questions regarding Chargebacks.
Hours: 7 am - 5 pm CT Monday to Friday
Email: Chargeback@abcfitness.com
Turn Around Time: *Two business days from the time email requests are received.
What is required: The staff will need to provide details about the chargeback in question.
Ignite Sales/ Gymsales
This department will assist you with any Ignite Sales questions or troubleshooting your club needs.
Hours: 7 am - 9 pm CT Monday to Friday
Email: Help@gymsales.net
Turn Around Time: *One business day from the time email requests is received.
What is required: Staff will need to provide the name of the club and club number.
Ignite Engagement/ APP
This department will assist you with any Ignite Engagement/ APP questions or troubleshooting your club needs.
Hours: 8 am - 5 pm CT Monday to Friday
Email: EngagementHelp@abcfitness.com
Turn Around Time: *Two business days from the time email requests is received.
What is required: Staff will need to provide the name of the club and club number.
Client Success Manager (CSM)
This department serves as your high-level liaison between the Club and ABC. Please Email WOASupport@abcfitness.com .
Hours: 9 am - 5 pm EST Monday to Friday
Turn Around Time: *One business day from the time email requests is received.
*Average turn amount time noted but subject to change due to influx of volume
Important notes:
· Levels are extremely important
· Passwords are required on calls and emails
Client Service Levels:
For each of the people below, please provide the level of access which best describes the individual. Owners and Managers will be designated level 3 unless otherwise noted.
- 1 = Information on Membership Accounts Only.
- 2 = Information and changes on Membership Accounts. No access to Club Billing information and no ability to make changes to Contact List.
- 3 = Full Contact - can get any information on Club and members, as well as make any changes to Club Billing information or Membership Accounts.
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