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This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently experiencing an email sending outage due to an issue with a downstream provider. Our team is actively working to restore email sending capabilities as quickly as possible.

The platform database load levels are stabilized for the last 12 hours. We sincerely apologize for any inconvenience this issue may have caused.

The performance is back to the expected levels. We'll continue monitoring the situation and will implement new measures if necessary while updating this page.

Due to increased database load, we are currently experience some slowness of the app and web platform. The performance is improving for the last 30 minutes and will keep updating the status page as we move through the process.

This incident has been resolved.

A fix has been implemented and now the connection pooling to the Database is improved. We'll continue monitoring the situation and will implement new measures if necessary while updating this page.

We're experiencing general Database Load issues due to high traffic that might impact general operations. We're looking into stabilizing these operations with the utmost urgency and will provide an update as soon as possible.

After extensive monitoring and some configuration changes as a result, the incident is now resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue that prevents our replication system from operating correctly. This causes some partial degradation of services for our website.

The replication is running as expected.

Replication has been restored. We are now monitoring the replication status for anomalies.

We have identified an issue with database replication. This may affect some features in our web application such as SEPA downloads. We have identified a solution and it is being implemented.

This incident has been resolved.

Due to a technical issue, credit handouts for a small number of clubs are currently experiencing delays. Our team is actively working to resolve this, and we expect normal operations to resume shortly. We apologize for any inconvenience and appreciate your understanding.

We've enabled back Virtuagym Pay Payments for every client using this solution and are now fully operational.

Yesterday (22nd of January) we've re-enabled VirtuaGym Payments for the majority of our clients using it. In the next hours, every client will be enabled back as we've further validated the implemented solution. Again, we apologize for the inconvenience.

We have deployed a fix and are starting to re-enable Virtuagym Pay payments. Today, payments will be processed for all Virtuagym Pay clients with payments scheduled during the payment processing pause or for today. Tomorrow, Virtuagym Pay payment processing will be re-enabled for all. Thank you for your patience and understanding. Further updates will follow as needed.

The cause of the issue affecting Virtuagym Pay payments has been identified, and our team is actively working on implementing a fix. We are committed to resolving this as quickly as possible and will provide updates as soon as more information becomes available. Thank you for your patience and understanding

Due to a technical issue, Virtuagym Pay billing has been temporarily placed on hold as a precautionary measure. This issue affects only a small number of clients, and we are actively working to resolve it. Normal billing operations are expected to resume by Monday. We apologize for any inconvenience and appreciate your understanding.

The measures we implemented have successfully stabilized database load levels. We sincerely apologize for any inconvenience this issue may have caused our clients.

A fix has been implemented and Database Load levels have stabilised. We'll continue monitoring the situation and will implement new measures if necessary while updating this page.

We're experiencing general Database Load issues due to high traffic that might impact general operations. We're looking into stabilizing these operations with the utmost urgency and will provide an update as soon as possible.

We’ve just rolled out a fix that has also restored the remaining events. All events should now be displayed correctly based on accurate data. Thank you for your patience and understanding. If you experience any further issues, please don't hesitate to contact our support team.

We have found a solution to restore the remaining 160 events. Our team is currently working on a fix, which will be deployed on Monday. Once completed, all events will be displayed correctly. We will provide a final update on Monday after the remaining events have been resolved.

We have successfully deployed a fix that resolves the majority of the impacted events—over 4,000 events across 40 different portals. These events are now displayed as they originally were, based on the correct data. We still see 160 events that are not yet displaying correctly, and we are currently working on determining how to resolve these as well. We will provide an update tomorrow once we have more clarity on how to address the remaining events.

We have developed a fix that will address the majority of the affected events. It is currently under review and testing. We will provide an update once the fix has been deployed.

We have identified the root cause of the issue and will continue working on a fix tomorrow morning. Resolving this is our top priority, and we are committed to addressing it as quickly as possible. Currently, 40 portals are affected, but no data has been lost. Once the fix is implemented, the events will be displayed as originally intended. Thank you for your patience as we work to resolve this matter.

We are experiencing issues with the appointment schedule, where some events have changed in activity since today. The team is investigating the situation to determine the root cause.

The issue affecting the manual execution of payments has been resolved.

The issue affecting the manual execution of payments has been addressed, and a fix has been deployed. We are currently monitoring the situation to ensure stability and performance.

We have identified an issue affecting the manual execution of invoices and payments for some customers. In these cases, payment requests are not successfully reaching the payment processing entity. Please note: Automated payment processes, including scheduled payment runs unaffected by this issue. Our team has identified the root cause and is actively working on a fix, which we anticipate deploying later today. Once resolved, affected customers will regain the ability to execute manual payments without issue. We apologize for any inconvenience this may cause and appreciate your understanding as we resolve the matter.

This incident has been resolved.

A fix has been implemented and we are monitoring the result.

We've noticed some clients had issues with invoice creation due to a recent release. The reason has been identified and we are actively working on a fix

This incident has been resolved.

A fix has been implemented and we are monitoring the results. If you continue to experience any issues, please contact our support team.

The issue has been identified, and we are currently working on a solution.

Some customers are experiencing issues with displaying group classes from the appointment schedule in the app. We are currently investigating the problem.

This incident has been resolved.

A fix has been implemented and load levels should be back to normal with loading performance being stabilized.

We are currently experiencing performance issues on our platform due to an ongoing database migration, causing longer than usual loading times . We wanted to inform you that we have identified the issue and are working to resolve it as quickly as possible.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

A fix has been deployed for the deployment failure, we are now verifying the new deployment is operating as expected.

We are continuing to work on a fix for this issue. The API cluster is now receiving requests with degraded capacity.

The issue has been identified as a failed deployment of a configuration change. We are currently working on correcting this failed deployment.

We are currently investigating a spike in error counts for our API clusters.

We experienced slow performance during Saturday afternoon due to an increase in web requests from two isolated sources. We have since blocked these offending sources and continue to monitor our platform for any sign of invalid web traffic.

This incident has been resolved.

A fix has been implemented, the operations are normalised and we're monitoring results.

Following yesterday's release we noticed that we were having some issues on both Point of Sale and Check-in modules. The root causes for both issues are identified and are currently being fixed. We expect to have a solution implemented very quickly. We apologise for the inconvenience caused for all our clients.

We've implemented a solution and all the affected operations are now fully functional. We appreciate your patience and apologize for the inconvenience.

We're experiencing general Database Load issues that will impact operations such as: - SEPA exports - Credit usage of recently handed out credits (starting on the 14th of December) - Bookings actions (schedule or cancelling - starting on the 15th of December) We're looking into stabilizing these operations with the utmost urgency and will provide an update as soon as possible.

This incident has been resolved.

A fix for both issues has been implemented and we are monitoring the results.

We identified the issues and are working on a fix.

We are currently investigating issues that prevent activities from being saved (in the appointment schedule settings) and "other" events from being created.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating connectivity issues identified by our monitoring systems.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We have identified the root cause of the issue, corrected it and are now provisioning new database resources to enable SEPA exports. We'll inform when this operation is completed.

We're currently experiencing reduced performance on our SEPA export functionality which is causing our clients to not be able to download the SEPA Export files. We expect this situation to subside until end of day. We apologize for the inconvenience.

This incident has been resolved

We are currently investigating the issue

This incident has been resolved.

We have made some additional changes in our database to ensure performance will improve. Spikes are decreasing and we are allowing for increased synchronisation.

We will temporarily disable all automated mobile syncs to be able to implement a fix. Logging/syncing manually is still possible. This change will be in effect for at least one hour - we will continue to update the status page.

We are currently conducting a diagnostic analysis to identify the issue at hand. Once we have successfully pinpointed the problem, we will engage the relevant teams responsible for implementing the necessary fixes. We we will continue to provide additional updates.

Due to increased database load, we are currently experience some slowness in the training schedules and class schedules of the app and web platform. We are currently working on a fix and will keep updating the status page as we move through the process.

This incident has been resolved as we've implemented the necessary corrections which fixed the degraded performance of our SEPA export functionality. Since the deployment of those fixes we see no additional issues with it and consider the incident closed. Once again we apologize for the inconvenience that this situation brought to our clients.

Although the situation persists, yesterday we did some tests with specific clubs that had a significant positive effect on their capacity to run the SEPA exports efficiently. We're currently working in applying the same solution for the entire system and will issue a new update as soon as possible during the day.

We're currently experiencing reduced performance on our SEPA export functionality which is causing our clients to not be able to download the SEPA Export files. We expect this situation to subside until end of day. We apologize for the inconvenience.

This incident has been resolved.

The relevant changes have been reverted. We will continue to monitor the status for the next hour. We appreciate your patience and understanding as we work to close the issue.

We are reverting the relevant changes which caused the database spike, and a fix will be in place shortly.

We would like to inform you that we have identified the issue with our system and are currently working to resolve it as quickly as possible. Our team is working hard to ensure that our system returns to full functionality as soon as possible. We appreciate your patience and understanding as we work through this issue. Our status page will be updated regularly with any developments, and we encourage you to check back for the latest updates.

We are currently investigating an issue related to the platform being slow and leading to timeouts. We apologize for any inconvenience this may cause and appreciate your patience. We will provide an update within 30 minutes to keep you informed on the progress of the resolution.

This incident has been resolved.

We have deployed a fix to the aforementioned issue and are seeing improvements across the platform. Slowness is decreasing and previously unavailable actions are becoming available again. We will continue to monitor the status for the next hour. We appreciate your patience and understanding as we work to close the issue.

We are currently investigating an issue related to the platform being slow and some actions not being available, such as assigning a membership, invoice management and saving new client accounts. We apologize for any inconvenience this may cause and appreciate your patience. We will provide an update within 30 minutes to keep you informed on the progress of the resolution.

This incident can be considered resolved as we're not seeing any other ongoing issues with Paypal payments.

After successful contacts with Paypal, they have corrected the issue and we're seeing Paypal transactions within our portals working correctly once again. We'll continue monitoring the situation in the meantime.

We're aware that since the 7th of March between 2.48AM and 4.42AM GMT, Paypal payments have been failing for our customers. This stems from the fact that since that moment, Paypal started responding to every payment request made by Virtuagym on behalf of its customers with the following error: "errorId:520009 - Account is restricted". This indicates that the cause of failure isn't of technical nature on Virtuagym's side and we're currently in contact with Paypal to unblock the situation for our clients as soon as possible. We want to offer our sincerest apologies for any inconvenience this is causing.

This incident has been resolved.

A fix has been implemented and we are monitoring the results. We appreciate your patience and understanding!

The system is particularly vulnerable when multiple cronjobs are running at the same time. We use cronjobs to have the system schedule certain tasks, and try to avoid too many of these happening at the same time. Whilst we prevent that from happening, today the situation was aggravated by the execution of Semrushbot: a bot which is automatically clicking on every possible link on the old schedule, causing a denial of service on our platform - leading to the system being unavailable across web and apps. We are currently blocking this bots range of IP addresses as a first containment measure, and returning to normal service levels.

We are currently investigating an issue and working to resolve it as soon as possible. We apologize for any inconvenience this may cause and appreciate your patience. We will provide an update within 30 minutes to keep you informed on the progress of the resolution.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.

All Android apps are now working normally - the issue has been resolved and we will close this incident.

The issue affecting our Android apps was identified to be caused by an API-related update from Google. Google has since rolled back their changes, meaning all apps are now functioning as normally - both updated and non-updated. We will continue to monitor traffic and future app updates will support the update, should Google decide to implement these again.

We are currently working on a fix for a recent issue that has affected our Android Apps. Fitness 10.4.9, Coaching 4.4.5, Food 3.8.6 will be available to download on the app store within the next two hours, and we are now focusing on releasing the same resolution for our custom mobile apps. Our team is working diligently to resolve the matter as soon as possible and we apologize for any inconvenience this may have caused. We want to assure you that we are taking all necessary steps to ensure a seamless and efficient resolution. We will keep you updated via our status page with any further developments

We would like to inform you that we have identified the issue with our system and are currently working to resolve it as quickly as possible. Our team is working hard to ensure that our system returns to full functionality as soon as possible. We appreciate your patience and understanding as we work through this issue. Our status page will be updated regularly with any developments, and we encourage you to check back for the latest updates.

We are continuing the investigation of an issue on our platform. We apologize for any inconvenience this may cause and want to assure you that our team is working diligently to resolve the issue as soon as possible. We will provide frequent updates on our status page. Thank you for your patience and understanding.

We are currently investigating an issue with our Android apps (Food, Fitness and Coach) and working to resolve it as soon as possible. We apologize for any inconvenience this may cause and appreciate your patience. We will provide an update within 30 minutes to keep you informed on the progress of the resolution.

This incident has been resolved.

A fix to our scalability rules has been implemented and we are monitoring the results.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

We have rebooted the system and it is now working properly again. In the meantime, we will continue to monitor performance.

We are currently experiencing problems with the performance of the appointment schedule and are investigating the cause.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue where the platform suffers low performance for web and API users.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to work on a fix for this issue.

We have applied the intended fix for this issue and we are now investigating a problem with the availability of our API servers.

We are continuing to work on a fix for this issue.

We're experiencing an elevated level of API/WEB errors while we apply infrastructure updates.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to work on a fix for this issue.

We have identified the root cause of the problem and we are working on a fix that will be deployed in the next few hours. As usual we'll work as efficiently as possible to reduce the impact of this issue to the minimum, and will provide a more specific timeline on this status page once it is available.

We are continuing to investigate this issue.

We were made aware that some of our clients were facing issues when saving, assigning and synchronising workouts. We are actively investigating this issue at the moment and we'll update this page as soon as we have further information. We apologize for the inconvenience.

This incident has been resolved.

We released a fix that fixes the root cause where double bookings are automatically created by the system. This means that no further automatic double bookings will be made anymore. We're currently investigating the already created double bookings and how we can delete them for our customers. Although we are working on this solution for our customers, you're still able to delete these double bookings yourself with the guarantee that they won't automatically come back.

We have identified the root cause of the problem and we are working on a fix that will be deployed in the beginning of next week. As usual we'll work as efficiently as possible to reduce the impact of this issue to the minimum.

We were made aware that some of our clients were facing double booked events (the same event is created twice with the same participants in it) in the appointment schedule. We are actively investigating this issue at the moment and we'll update this page as soon as we have further information. We apologize for the inconvenience.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

We deployed the correction for this issue and are monitoring any possible side effects. The flow seems to be working fine at the moment.

We're currently investigating a credit refund issue that happens when we delete an event on the appointment schedule. If this deleted event still has participants on it and the applicable credit type of that event is set to be deducted any time before the event starts, at the moment of deletion the credits won't be refunded. If the credit type is set to be deducted immediately at the moment of booking, then the refund operation will be successful. We've identified the area of our software where this issue stems from and are currently working on identifying the specific point that is causing this issue. We will continue to update the status page throughout. Our apologies for the inconvenience.

We have monitored the previous cases and have verified that they were fully resolved. If you still have difficulties related to this issue please reach out to us.

A fix has been implemented and we have confirmed that the identified cases were corrected. The credit assignments that had incorrect dates were corrected and the missing assignments were added with the correct credit validity dates as a new row in the applicable credit overview table with today's date (15/04/2022) as the creation date. We'll continue some tests to identify other cases that could have been missed by the identification process so that we can also correct those. We don't expect any additional issues in the future. We apologize for the inconvenience that this issue might have caused.

We are currently running a process that identifies all the incorrect/missing credit assignments and we'll get the results tomorrow morning. After that, we'll start implementing the fix that we expect to be concluded by end of day on Friday (15/04).

We continue to work on this issue, which is causing some of our customers a lot of inconvenience. For more clarity we'll describe the steps being taken on this process: 1. Independently monitor the assignment process (separate program) 2. Compare credit assignment results with what our independent monitoring expects (theoretical credit assignment for a membership) 3. When differences are identified we flag them for review. Flagged differences are added to the monitor if they are correct (they are actual differences) 4. Repeat steps 2-3 until a given club has no more differences flagged 5. At that point we turn on the modification feature on our independent monitor, which effectively corrects the issue. At this point we stand on step 4, close to its conclusion, after which we'll move to step 5 and bringing this long issue to a close.

At this point we finalized a script that allows us to calculate what should be the credit assignment/handout moments in any given membership. Additionally, after some improvements we have a first version of a way to compare those instances with the ones that actually happened (credit assignments) to track the differences between them (regarding frequency, validity and if the credit assignment happened or not) and we will test it in one full club to check if we get the expected results. This will help us to understand if we still need to make some improvements on this matching script. After this is done we’ll be able to move significantly quicker on the actual corrections as we already made progress on that part previously as we reported. We’ll give more updates beginning of next week about the status of the described steps. Thanks once again for your patience.

At this point we tested a correction for a single member that we identified manually and the fix for this member alone was successful. Now we're proceeding to fully automate the identification of all the cases that were affected by this issue so that once we deploy the fix it can cover all cases.

We continue with our investigation phase and, although we weren't able to completely identify the root cause yet, we are working on identifying all the cases that were affected by this issue so that we can issue a correction for those (both for the incorrect credit handouts in the past as well as for the missed handouts). Although rare, some cases might require a manual credit assignment of the affected credit type on the client's profile (if you resort to this remediation measure you should keep track of those situations so that you can correct the credit balance once we issue the fix). Next week we'll update you with the next steps to pursue. Again, we apologize for the inconvenience this occurrence might bring you.

We're currently investigating a credit assignment issue where, in some cases, the credit validity of the credits handed out for March was increased and the next credit handout date was also changed to the same date as the validity. The cause of the incident is being investigated by the entire credit team so that we get to a solution as quickly as possible. We will continue to update the status page throughout. Our apologies for the inconvenience.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Our member export feature is currently experiencing outage, meaning that member exports are not delivered after the request has been made. We are currently investigating the cause of the incident, and will continue to update the status page throughout. Our apologies for the inconvenience.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

Our food search feature is experiencing a partial outage. We are currently investigating the cause of the incident.

The incident has been resolved and the Business Analytics module is up and running again.

We have identified the issue and deployed a fix. The business analytics module should now be available to end users.

We are currently experiencing difficulties with the Business Analytics module. We are investigating the source.

We have identified the source of the issue and resolved it. The system is working as expected. We apologize for the inconvenience.

At the moment, our Clients & Staff module is experiencing performance issues which may lead to some timeout errors. We are currently increasing our service capacity to allow the flow to stabilize. We continue working on identifying the root cause of this issue

We are currently investigating this issue.

We have identified the source of the issue and resolved it. The Appointment Schedule Module booking flow is now normalized and is working as expected. We apologize for the inconvenience.

At the moment, our Appointment Schedule module is experiencing performance issues which cause the normal booking flow to fail. We are currently increasing our service capacity to allow the flow to stabilize. We continue working on identifying the root cause of this issue.

We are continuing to investigate this issue.

At the moment, our Appointment Schedule module is experiencing performance issues which cause the normal booking flow to fail. We are currently increasing our service capacity to allow the flow to stabilize. We continue working on identifying the root cause of this issue.

The issue has been identified, our scaling ability was impeded by a recent infrastructure upgrade which is meant to help our engineering teams. We have issued a fix and verified that our scaling capability is working as expected.

We are currently investigating why our core application is not scaling in response to high traffic.

This incident has been resolved.

We are continuing to monitor for any further issues.

We've provisioned extra infrastructure to manage the increased load and are currently monitoring its operation.

Our API and WEB clusters are experiencing very high sudden peaks which we are having trouble reacting to quickly enough. We are currently provisioning more powerful infrastructure to handle these sudden peaks.

We are currently investigating this issue.

This incident has been resolved. We found and solved the root-cause of the problem. A large amount of connection errors to our database was preventing new connections from being created. We have resolved this issue.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We have an incident response team working to find a solution for the issue we've identified.

The issue has been identified and a fix is being implemented.

We have found the root cause and addressed it. We will maintain active monitoring for the next week.

The Appointment Schedule is experiencing performance issues which cause errors on the UI when trying to load staff and members for some clubs. We are currently investigating this issue.