Support

Signing in

Which sign-in do I use?

Email and password, or Sign in with Apple, Google or Facebook — whichever you joined with. Sign-up asks for a phone number and sends a code to verify it; that number is also where waitlist messages go.

I forgot my password.

On the sign-in screen tap Forgot password. A reset code goes to your account email; enter it with a new password and you are back in.

The app asks for a verification code I never received.

Check that the phone number on your Profile is current. If it isn't, email the studio and we will update it for you.

Booking a class and the waitlist

How do I book?

Schedule shows the week; Calendar shows the month. Tap a class, then Book this class. With an active pass the mat is yours straight away and the class appears under Profile → Current classes.

The class is full.

Tap Join waitlist. When a mat opens, the first member on the list is booked automatically and told by notification. You can leave the waitlist from the same card.

I can't make it after all.

Open the class card and tap Cancel booking. Registration closes a set time before each class; after that, the card says so. If you would rather pass the mat to another member, use Sell my spot in Community.

Passes and payments

Which pass should I pick?

The 12-Week Program gives you the same class every week for a cycle, with the highest booking priority. The Flex pass is one class a week too, but you may switch to a different class up to six times. Drop-in is a single class, and the Intro pass is a first-visit offer.

How do I pay?

By card, Apple Pay or Google Pay through Stripe inside the app, or by Interac e-Transfer from your own bank — the app shows the studio's transfer details and your pass activates when the studio confirms it. Prices are in Canadian dollars.

Receipts and refunds

Receipts are under Profile → Payment History. Refunds follow section 8 of the Terms of Service; email billing with the date and amount and we will sort it out.

Your practice

What is the injury log?

Profile → Injury log opens a body map. Tap anywhere your instructor should know about and save. It is encrypted and visible only to you and the studio's instructors, so they can offer safer options in class. It is not medical advice.

Where are the instructors' schedules?

Instructors lists everyone teaching this week; tap a card for their bio, then Check out my classes to see the schedule filtered to them.

What is Community?

The board where members offer booked mats they can no longer use (Sell my spot), where pop-up classes are announced, and where the pass options are listed.

Notifications

What will the app send me?

Only what you switch on under Settings → Notifications: a new schedule opening, pop-up classes, new spots on the community board, a reminder the day before a class, and waitlist updates. Nothing for marketing.

I'm not getting them.

Check the switches in Settings, then your phone's own notification settings for Fire & Flow. Class reminders arrive by email the day before, at 5 PM.

Your account and your data

Changing my details

Profile holds your name, photo, pronouns, email and phone. Email and phone are re-verified when you change them.

A copy of my data, or deleting my account

Both are under Settings → Security & privacy: Export my data gives you a copy to keep; Delete account is permanent. The data deletion page explains what is removed and what the studio keeps for its records.

Members under 19

A parent or guardian completes a consent step at sign-up. Guardian questions go to the studio inbox below.

Still stuck? Reach a person

Three inboxes, split by who can actually help. We typically respond within 24 hours.

• Classes, memberships, your account — [email protected]
• Payments, receipts, refunds — [email protected]
• Something broken in the app — [email protected]. Say what you were doing, what you expected, what happened, and your device.

See also the contact page, our Privacy Policy and Terms of Service.