Frequently Asked Questions
Something to ask? You can find the answer to our most common questions below.
Trainer FAQs –
Getting Started & Account Management
What is Momentum?
Momentum is a dedicated mobile application and platform designed for fitness professionals. It provides Personal Trainers with a dual-interface system to manage clients, assign custom workout templates, offer distance coaching, and optionally deploy a fully white-labelled, custom-branded app.
How do I invite new clients to use the Momentum app?
To connect with clients, you’ll need to copy your unique PT code available on the ‘Manage Clients’ screen. Pass this code to your new client to enter when creating their account.
Can I have multiple PT accounts or share my login with another trainer?
No. Account sharing is strictly prohibited. Subscription tiers are assigned per individual PT based on client volume. Sharing credentials to bypass these tiers violates our Terms of Service and will result in immediate account suspension.
What are the minimum system requirements for the Momentum app?
To ensure a smooth experience tracking workouts, managing clients, and viewing exercise demonstration videos, your mobile device needs to meet the following minimum requirements:
- Apple Devices: Requires iOS 13.0 or later. Compatible with iPhone and iPad.
- Android Devices: Requires Android 6.0 (Marshmallow) or later.
- Internet Connection: A stable mobile data (4G/5G) or Wi-Fi connection is required to stream exercise videos, synchronise workout logs, and process bookings in real time.
- Device Storage: Approximately 100MB of free space for the initial installation, with minimal additional space required for local data caching.
Is the Momentum app offered in other languages?
Unfortunately Momentum is only available in English – however we are developing multi-language support.
Can a Trainer train themselves as a Client on the app?
Yes, absolutely. For now, PTs will need to create a separate account and manually connect using their PT code. No further subscription required so long as the PT account is currently subscribed to Momentum and has adequate space in their roster. Future versions of the app will allow PTs to switch to a Client view without needing separate account details and taking up a Client space.
How do I report a user or inappropriate content?
If you encounter a violation of our Acceptable Use Policy, please report it immediately by sending evidence/screenshots to support@momentum-pt.app. We operate on a report-and-review basis for in-app communications and content.
How do I submit a feature request, idea, or suggestion?
We’d love to hear your ideas! If you think something would be a great addition to the app, head to App Menu and select “Report a Bug”. Here you’ll be able to choose “Feature Request” and fill out any details, our team will review it in due course.
How do I delete my PT account and platform data?
You can request the permanent deletion of your data and account by visiting our dedicated data deletion portal at: momentum-pt.app/deletemydata. Please note that certain financial records may be retained for up to 6 years for legal and tax compliance.
Who do I contact if I need technical support?
For general platform support, billing inquiries, or technical troubleshooting, you can reach our team at support@momentum-pt.app.
Trainer FAQs –
Workouts, Content & Videos
Can I upload my own exercise demonstration videos?
Yes. While Momentum provides a generic library of exercise demonstration videos, we offer an “override” feature that allows PTs to upload their own custom videos and instructional content to personalise the client experience.
What are the rules for uploading my own videos?
You must strictly own the rights to the content you upload. Uploading copyrighted material (including background music you do not have a licence for) is prohibited. Furthermore, all uploaded videos are subject to manual review, and any inappropriate content will result in immediate account termination.
How do I create and assign a workout template to a client?
To get started, tap the + icon in the bottom-right of the Workout Templates screen. Here, you can create your first workout and assign to clients using the checkboxes at the bottom of the page.
Do I retain ownership of the videos I upload to the platform?
Yes, you retain full ownership of your original content. However, by uploading it to Momentum, you grant us a royalty-free, perpetual licence to host, display, and use that content within the platform.
Can I sell pre-made 4-week workout plans through the app?
Not yet – but selling your own packages directly through the app is in the works, so stay tuned!
Can I edit a workout template after it has been assigned to a client?
Of course – templates can be tweaked to perfection at any time without issues. Simply head to the Workout Templates screen and tap ‘Edit’ on the relevant card.
Does Momentum sync with wearable devices like Apple Health or Garmin?
Not yet, but this is in the works – so keep an eye on our future upgrades!
Can I prescribe specific meal plans or medical diets?
We are in the process of adding a Nutrition Tracker. When this launches, whilst we can provide you the ability to distribute nutritional guidance, Momentum is not a healthcare provider. You must ensure you hold the relevant qualifications to prescribe diets, and you are strictly prohibited from making unsubstantiated medical claims or selling unregulated supplements via the platform.
How is my client notified when I assign them a new workout?
Your clients will be able to see the workout templates you’ve assigned to them on their home page from the second you hit ‘Save’.
What happens if an exercise video fails to upload or process?
If a video fails to upload, the app will immediately alert you with an error message, and the exercise template will not be saved. This ensures that broken or unplayable videos never end up on your dashboard or get assigned to your clients.
The most common culprits for a failed upload are temporary network dropouts or the video file being too large.
Quick Troubleshooting Steps:
- Check your connection: Ensure you have a stable Wi-Fi or 4G/5G signal before retrying the upload.
- Check the file size: For the fastest upload times and best performance, we recommend keeping custom demonstration clips under 30 seconds and filmed in standard 1080p rather than 4K.
- Restart the upload: If the progress bar freezes, simply cancel the upload, close the edit window, and try selecting the file again.
Note: Your clients are completely insulated from this. A custom exercise video will only become visible on a client’s interface once it has been fully uploaded, optimised, and confirmed ready for playback.
If issues persist, please log a Bug Report via App Menu > Report A Bug with as much detail as possible and a member of the team will be in touch ASAP to help resolve the issue.
Trainer FAQs –
Subscriptions, Billing & Studio Plans
How does Momentum's pricing structure work?
Momentum uses a tiered pricing model based on your client volume. We also offer “Bolt-on” subscriptions for extra features, as well as our premium “Studio” tier which includes complete white-label brandability.
What is the minimum term for a Studio Plan?
Because deploying a custom white-label app requires significant upfront resources, all Studio tier subscriptions come with a strict, inescapable minimum commitment period of twelve (12) months. Early termination is not permitted.
Are there additional costs for the custom-branded Studio app?
Yes. Deploying a custom app requires third-party developer accounts. You are solely responsible for external fees outside of Momentum’s control, such as the annual Apple Developer Program fee and Google Play Console registration fees.
Can I get a refund if I cancel my subscription early?
No. To the maximum extent permitted by law, all subscription fees, Bolt-ons, and upfront annual payments are strictly non-refundable.
How do I cancel my standard or Bolt-on subscription?
You can cancel standard subscriptions directly within your account settings on the platform. To avoid being charged for the next billing cycle, you must process the cancellation before your auto-renewal date.
What payment methods does Momentum accept?
We securely process payments through industry-leading gateways, including Stripe, PayPal, Apple Pay, and Google Pay.
Are payment gateway processing fees (e.g., Stripe fees) included in my subscription?
No. Any transaction percentages or flat fees levied by third-party payment gateways when you transact with your clients are independent of your Momentum subscription and outside of our control.
When exactly will I be billed for my subscription?
You will be billed automatically on the same date each month (or year, if on an annual plan), corresponding to the date you originally activated your paid subscription.
What happens to my clients' data if my payment fails?
If a payment fails, your access to the platform and premium features will be suspended until a valid payment method is provided. We retain your data securely in accordance with our retention policy, allowing you to restore access once the balance is cleared.
Client FAQs –
Getting Started & Account
How do I access Momentum to see my trainer's workouts?
Once your Personal Trainer has set up your profile, you can download the Momentum mobile app and log in using the credentials or invitation link provided to you.
Do I have to pay to use the Momentum app as a client?
No – your PT’s Momentum subscription grants you access free of charge.
Is there an age restriction to use the app?
Yes. You must be at least 16 years of age to create an account and use the Momentum platform.
I forgot my password. How do I reset it?
Follow the “Forgot Password” section in the App to reset your password.
Can I share my login details with a friend so they can see the workouts?
No. Account sharing is strictly prohibited for security and privacy reasons, and doing so may result in your account being suspended.
Will my Personal Trainer be able to see my personal health data?
Yes. To facilitate your training programme, your PT will have access to the physical, biometric, or workout data you input into the platform. By using the app, you consent to sharing this data with your trainer.
How do I request the deletion of my personal data?
You have the right to be forgotten. You can request the complete deletion of your personal data at any time by visiting momentum-pt.app/deletemydata.
Where can I find Momentum's Privacy Policy and Terms of Service?
All of our legal documentation, including our Privacy Policy, Terms of Service, and Medical Disclaimer, can be found in the footer of our website and within the settings menu of the mobile app.
Can I change my Personal Trainer within the Momentum app?
Yes, and it’s easy to do so if required. Simply go to App Menu > Settings > Remove PT Connection.
Note: We’re currently working on a version of the app that will allow Clients to create and manage their own workouts. In the meantime, a valid PT connection is required to use the app.
Who do I contact if I'm having a technical issue with the app?
If the app is crashing or you are experiencing bugs, please contact our support team at support@momentum-pt.app. For questions regarding your actual workouts, please contact your Personal Trainer.
Client FAQs –
Workouts & App Usage
How do I view and start my assigned workout for the day?
The templates that your PT have made for you are available right on the Home Page.
Are the exercise demonstration videos safe to follow?
The videos provided in the library or by your PT are for illustrative purposes only. You participate entirely at your own risk. Momentum does not provide medical advice, and you should ensure exercises are suitable for your individual physical condition.
What should I do if I experience pain or dizziness during a workout?
Stop exercising immediately. Momentum is not a substitute for professional medical advice. If you experience faintness, dizziness, pain, or shortness of breath, seek medical attention right away.
Can I log my reps, sets, and weights during a workout?
Yes! When you click on an exercise it will prompt you to enter your workout data.
What if I don't have the specific equipment shown in the video?
If you’re working out a gym, it’s likely it will have all the equipment you need. However your PT is best placed to advise here.
Can I message my trainer directly through the app?
Not yet, but stay tuned! This is coming.
How do I purchase a 4-week workout plan through the app?
When this feature launches, you’ll be able to pay by card, Google Pay or Apple Pay.
Can I cast the workout videos from my phone to my TV?
The videos play in-app so they cannot cast to a TV screen. However, you are able to cast your whole phone screen or specific apps to TV devices. Look for the AirPlay (Apple) or Quickshare (Google) on your device.
Why isn't my workout video loading?
Firstly try force restarting the app. If the problem persists, please let us know at support@momentum-pt.app.
Is my payment information secure when buying a retail plan?
Absolutely. We do not store your raw credit card details on our servers. All financial transactions are encrypted and securely processed by trusted third-party providers like Stripe, Apple, and Google.
Contact Us
For any queries, you can contact the relevate team on the details below: