FAQ

Please confirm the page or interface where you are unable to receive the SMS verification code

  • Registration/Login/Password Reset
    • Please follow the steps below under 'Resend Verification Code' and 'Please Help To Troubleshoot the Following Situations.'
  • Payment/Credit Card Binding
    • The SMS verification code here is sent by your credit card issuing bank. If you are unable to receive the verification code, please contact your issuing bank.

 

Resend Verification Code

  • Please click on "Resend OTP" on the login page to receive the SMS verification code.
    ＊If a single mobile phone number repeatedly requests to resend the verification code within a short period of time, it will be temporarily blocked by Google's SMS verification service.

 

Please help to troubleshoot the following situations

  • If you log in through the app, please make sure that your Trainge app is up to date.
  • Confirm that the SIM card currently in use on the mobile phone corresponds to the number you entered.
  • Poor signal or signal blockage
    • Please confirm that your signal is normal or try resending later.
  • Disable call blocking apps (such as whoscall)
    • If you have set up the app to block advertising or blacklist numbers, the verification SMS may be mistaken as an advertisement, causing the SMS to fail to send. Please confirm whether any related advertising numbers are being blocked or blacklisted to avoid sending failures.
  • Disable the "reject business SMS" function provided by your telecom provider
    • Various telecom providers offer services to reject business SMS, which may prevent you from receiving the verification code SMS.
    • For example, for Chunghwa Telecom, please log in to the emome website, click on "My Emome", and then select "Apply for Service". Check whether the "reject business SMS" service is in the "unapplied" status. If it is applied, it may cause SMS to be disabled and unable to receive SMS normally. *After disabling this service, it takes approximately 4 hours of operation time before you can receive business SMS again. If you are unfamiliar with the website operation steps, you can contact customer service of your telecom provider and complete the service change through voice operation.

 

Log in again

  • After troubleshooting the above issues, please try to log in to Trainge again (if the telecom provider's business SMS rejection service has been disabled, please try again after four hours).
  • If you still cannot receive the SMS verification code, please contact us through Trainge's LINE official account https://trainge.info/lineoa or via email service@trainge.com and we will assist you.

 

 

Booking Classes/Venues and Purchasing Goods

  • Open the Trainge APP and navigate to the "Book" page. Choose from "Course," "Venue," or "Product."

  • Use the "Filter" button in the top right corner to set criteria and find content that suits your needs.

  • Click into the detailed page, confirm the price and time slots, carefully read relevant information and cancellation policies, then click "Buy Now."

  • If you already have a specific time slot in mind, select "Period."

    • Follow the instructions to choose the desired time slot and location.

    • Choose a payment method and proceed with the payment (supports credit card, Apple Pay, Google Pay).

  • If you haven't decided on a booking time yet, select "Ticket.
    • Enter the quantity of vouchers you want to purchase.
    • Choose a payment method and proceed with the payment (supports credit card, Apple Pay, Google Pay).

＊If you later decide on a booking time, click "Buy/Rent Now," choose "Period," and on the final "Checkout" screen, use the ticket to offset the booking slot fee.

 

Viewing and Using Purchased Items

Open the Trainge APP and go to the "Purchased" page. All booked classes, venue rentals, and purchased goods can be found on this page. If you have reserved a class or venue time slot, you can also view the event schedule in the "Plan" page.

  • Using Ticket to Reserve Class or Venue Time Slot

    • On the "Purchased" page, click on the ticket and then click "Booking."
    • Follow the instructions to choose the desired time slot and provide other necessary information.
    • On the final "Checkout" page, enter the number of tickets you want to use in the field behind "Ticket," and complete the checkout process.
  • Using Tickets or Passes for Venue Access
    • On the "Purchased" page, select the venue ticket/pass you want to use (One-time, Monthly, Seansonal, Semi-Annual, Annual).
    • Click "Start."
    • Present the QR code on the screen for venue staff or on-site scanner device to scan for entry.
    • Before leaving, you can revisit the "Purchased" page, select the ongoing rental ticket, and present the QR code for staff/scanner to scan for exit.

 

Enable Notifications and Push Alerts

To ensure that you receive reservation and purchase updates, change notifications, and general messages, please make sure to allow and enable Trainge's push notification service：

  • iOS
    • Open "Settings" on your device.
    • Enter "Trainge."
    • Confirm that "Allow Notifications" is enabled (the toggle should be in the green position).
  • Android
    ＊Note: Android settings may vary based on different device models.
    • Open "Settings" on your device.
    • Navigate to "Applications" or "Apps."
    • Enter "Trainge."
    • Select "Notifications" and ensure that it is set to the enabled status.

Changes and Cancellations for Classes/Venue Reservations

  • Periods Reservation

    • Navigate to the "Purchased" or "Plan" page and click on the course or venue reservation activity for which you want to change the time or location.

    • After entering the course information page, click the "Change" button at the bottom left.

    • Choose Change Time, Change Location, or Cancel .

＊For time changes or cancellations, it will follow the cancellation policy of the specific course/venue. Depending on your original payment method (only applicable for online transactions using credit card/Apple Pay/Google Pay), the corresponding amount will be refunded to your account within 5 working days, and you will receive a confirmation email. If the cancellation exceeds the refundable time, Trainge will refund the amount to your wallet. You can go to "Profile" > "My Wallet" to view and withdraw the funds to your personal bank account.

  • Tickets/Passes
    • Go to the "Purchased" page and click on the tickets or passes you wish to cancel.
    • Click the "Return" button below, and enter the number of tickets/passes for the refund before submitting.

 

Cancellation and Refund Inquiry

  • Go to the "Purchased" page and click on "Cancelled" to view the courses, venues, or other content you have previously cancelled.

  • For each item paid online, Trainge will initiate a refund mechanism after cancellation. If the cancellation is made too long after the initial payment, leading to a refund failure, Trainge will refund the amount to your Trainge wallet. You can withdraw the funds to your personal bank account at any time.

＊If you use tickets to reserve courses or venue time slots, and you cancel the reservation for that time slot, the system will prioritize returning your original tickets.

 

Withdrawal of Funds

  • Go to the "Profile" page and click on "My Wallet."

  • Click on "Withdrawal," enter the desired withdrawal amount, and submit. You will receive the funds in your verified bank account within 3 working days.

＊If you have not verified your bank account, click on the "Bank Account" in the upper part of the "My Wallet" page, then click the "Add" button to add your bank account. After verification, you can withdraw funds.

Set Your Images and Profile

  • Go to the "Personal" page, select "Account Settings," and click on "Profile."
  • Click the "Edit Profile" button and upload a personal photo or brand logo.
  • Make sure your email is correct, as all future transactions, e-invoices, changes, cancellations, and notifications will be sent to this email.
  • In the "Personal Introduction," fill in your personal or brand profile. If you are an individual coach, you can also include your past experiences and relevant certifications.

Real-Name Verification

Real-name verification is required before listing courses or venues, and it is a necessary procedure for withdrawing funds later on.

  • Go to the "Personal" page, select "Account Settings," and click "Bank Account."
    • Individual
      • Enter your personal ID number
      • Ensure the account holder's name is your real name
      • Upload front and back photos of your ID card
      • Upload the cover of your personal bank passbook

＊Digital Passbook Cover Export
If you are a digital account holder and do not have a physical passbook, please refer to the following method to export your digital passbook cover:
>> Click Here

Listing Courses

＊After verifying your bank account, go to the "Personal" page, select "Listing/Management."

  • Review the partnership terms
    • You must agree to the partnership terms with Trainge to become a partner and list your services.
  • Upload Photos
    • Click "Add Photo" and upload photos with a resolution of 1200x1600 pixels, up to 10 photos.
    • Long press the photo to drag and rearrange the order; the first photo will be the cover photo.
  • Class Format
    • You can choose between private booking, group classes, or session courses.
  • Course Delivery
    • Choose between in-person teaching or online video teaching.
    • For online video teaching, you need to provide the course video link to students via the app before the course starts.
  • Course Name
    • It's recommended to enter a distinctive and unique name instead of a generic one like "One-on-One Coaching."
    • A good course name not only makes your course stand out but also helps potential customers find it more easily on search engines like Google.
  • Course Description
    • The description can outline the course format, what sets it apart from others, and its unique features. A detailed and rich introduction can improve your natural ranking in search engines like Google.
  • Course Categories
    • There are 12 main categories: strength training, aerobic training, high-intensity interval training, mixed fitness, yoga, Pilates, suspension training, dance, boxing/martial arts, ball sports, extreme sports, and others.
  • Course Duration
    • Set the duration of each class here.
  • Course Intensity (Group Classes)
    • Select the estimated intensity level of this course.
  • Class Size Limit (Group Classes)
    • Once the number of reservations reaches the limit, other customers will not be able to book that time slot.
  • Class Location
    • Fixed Location
      • You can enter one or more venues for customers to choose from when booking.
    • Designated Teaching Area/Home Teaching Area
      • If you offer home teaching, you can select one or more areas here, allowing customers to fill in the exact address when booking.
  • Class Times and Fees

＊You can set different prices for different time slots 

    • Fixed Time Slots
      • You can set multiple fixed time slots and prices.
      • If you enter content in the remarks, customers will see this remark when booking a time slot. If you offer a monthly group class schedule, you can enter the course name in Remark 1 and the coach's name in Remark 2.
    • Specific Class Times
      • If your teaching time is fixed from Monday to Friday but you have specific classes on certain Saturdays, you can add specific class times to meet this need. 

＊Please note that if you want to set classes from 10:00 to 11:00 on June 4th and June 11th, you must separately add two specific class times: 10-11 AM on June 4th and 10-11 AM on June 11th, instead of setting 10:00 on June 4th to 11:00 on June 11th.

  • Class Tickets
    • Customers can buy class tickets in bulk and use the tickets to book later after confirming the time.

＊Please note that class tickets can be used to book any time slot and price you set! For example, if you set the price at 500 NTD per hour from 10:00-18:00 on Fridays and 700 NTD per hour from 18:00-22:00, and you sell class tickets for 500 NTD each, if a customer buys 10 class tickets, they can use the tickets to book a 12:00 class for 500 NTD, or a 21:00 class for 700 NTD.

  • Discounts for Multiple Classes or Tickets
    • You can set a discount for booking X number of time slots or buying more than X class tickets at once.
  • Minimum Purchase Requirement
    • Set the minimum number of time slots or class tickets a customer must book or purchase, with the minimum being 1.

＊If customers pay cash to reserve class times, they cannot cancel the class on their own. The coach/venue must cancel the class and refund the appropriate amount according to the cancellation policy. Additionally, invoices for cash transactions must be issued by the coach/venue to the customer.

  • Class Start Times
    • If you can accept customer bookings from 6:00-9:00 AM daily and select only the "Start on the Hour" and "Start on the 15" options, customers will have the following start times available when booking:
      • 06:00
      • 06:15
      • 07:00
      • 07:15
      • 08:00
      • 08:15
  • Cancellation Policy
    • Set your cancellation policy according to your needs and operating rules. Customers must adhere to the policy you set to receive a 100% refund when canceling a reservation.

Listing Venues

＊After verifying your bank account, go to the "Personal" page, select "Management/Listing."

  • Review the partnership terms
    • You must agree to the partnership terms with Trainge to become a partner and list your services.
  • Upload Photos
    • Click "Add Photo" and upload photos with a resolution of 1200x1600 pixels, up to 10 photos.
    • Long press the photo to drag and rearrange the order; the first photo will be the cover photo.
  • Venue Name
    • The venue name you enter will be available for coaches to select when listing their courses. It is recommended to add your brand name before the venue name, such as "Trainge Free Coach Rental Space."
    • A good name not only makes your venue stand out but also makes it easier for consumers and freelance coaches to find your venue on search engines like Google.
  • Address
    • Enter the correct address and avoid using brackets "()" or other symbols in the address to prevent map errors.
  • Venue Description
    • The description can detail the venue's environment, features, atmosphere, and transportation. A detailed and rich introduction can improve your natural ranking in search engines like Google.
  • Capacity Limit
    • Set the maximum number of people allowed per time slot at this venue. When the reservation number reaches the limit, other users will not be able to book that time slot or enter the venue.
  • Rental Restrictions
    • You can restrict who can rent the venue.
  • Applicable Course Categories
    • You can select multiple categories, covering 12 main categories: strength training, aerobic training, high-intensity interval training, mixed fitness, yoga, Pilates, suspension training, dance, boxing/martial arts, ball sports, extreme sports, and others.
  • Equipment and Services
    • It's recommended to add as much of the equipment and services you provide as possible to make your venue more attractive!
  • Operating Hours
    • You can set different charges for regular hours and peak hours. If you only have a single charge, just add "regular hours" for different business days.
    • If you do not set operating hours on certain days, those days will be marked as closed, and consumers will not be able to book or enter the venue on those days.
  • Specific Venue Closure Periods
    • You can add closure periods for holidays or temporary needs, such as maintenance, when the venue will not be available.
  • Pricing Methods (Multiple Options)
    • Time-Based Pricing
      • If you set regular hours and peak hours in your operating hours, you will need to enter the per-minute entry price for regular and peak hours.
    • Session-Based Pricing
      • You can set a single entry price with no time limit, a minimum purchase requirement, and discounts for multiple purchases.
    • Booking Times
      • If you set regular and peak hours in your operating hours, you will need to enter the booking price for regular and peak hours.
      • Time-Based Tickets:Consumers can buy time-based tickets in bulk and use them to book later after confirming the time.
    • Monthly Pass (30 days)
      • Please note that once a consumer activates a monthly pass, it cannot be refunded.
    • Season Pass (90 days), Half-Year Pass (180 days), Year Pass (360 days)
      • If a consumer uses the pass for less than 30 days, it will be counted as 30 days. If a consumer wants to return the pass on the 31st day, it will be considered as used for 60 days, and the refund amount will be calculated as follows:
      • If a monthly pass price is set:
        • Refund Amount = Season Pass Price - (2 x Monthly Pass Price)
        • Refund Amount = Half-Year Pass Price - (2 x Monthly Pass Price)
        • Refund Amount = Year Pass Price - (2 x Monthly Pass Price)
      • If a monthly pass price is not set:
        • Refund Amount = Season Pass Price - (2/3 x Season Pass Price)
        • Refund Amount = Half-Year Pass Price - (2/6 x Half-Year Pass Price)
        • Refund Amount = Year Pass Price - (2/12 x Year Pass Price)
  • Notes
    • Let users know your rules and restrictions before booking or entering the venue.

Manage Sold Reservation Services

  • View and Inspect
    • Go to the "My Records" page to see all the class and venue time slots you have sold.
    • You can use the buttons at the top of the screen to filter by class, venue, health records, etc.
  • Modify or Cancel
    • On the "My Records" page, click the class or venue activity you want to modify or cancel.
    • After entering the detailed page, click the "Modify" button at the bottom left to change the time, change the location, or cancel the class/venue.

Send Tickets to Consumers

  • Go to the "Personal Account" page, select "Management/Listing."
  • Go to the "My Courses" page, and select the venue or course you want to manage.
  • Click the "Send" button at the bottom right (＊This function is only available if you have enabled time-based tickets, session-based tickets, or subscription tickets).
  • Select the type of ticket you want to send, then enter the "quantity."
  • Choose the delivery method.
  • Enter the recipient's "Trainge ID" or "phone number registered with Trainge."
  • Set the "Restrictions"
    • Expiration Date
      The consumer must use the ticket before the expiration date, or it will become invalid.
    • Preset Activation Date
      You can preset the activation date for subscription tickets. For example, if the validity period for a monthly pass is 30 days, setting the activation date 10 days earlier will leave the consumer with only 20 days remaining.

Contact Students

  • First Contact
    • Go to the "My Records" page and select the course or venue activity you want to contact the student about.
    • Click to enter the detailed page directly, or click the "Venue Details" button to enter.
    • Click the "Chat" button at the bottom to start a conversation.
  • Follow-up Contact
    • Go to the "Messages" page and select the student's name you previously contacted.
    • Open the chat window to continue the conversation from last time.
  • Group Messaging
    • If your course is a group class, you can click on that course in "My Records," then select the "Group Message" button to send a message to all students in that class.

Set Vacation or Venue Closure Times

  • Add Vacation Time
    • Go to the "My Records" page, click the "+" button at the bottom right, and select "Vacation Time."
    • After entering the time and affected classes or venues, submit it, and the vacation time will appear on the "My Records" page.
  • Edit or Delete Vacation Time
    • Go to the "My Records" page and select the vacation time you want to edit or delete.
    • Click the "Modify" button at the top right to edit or click the "Delete" button at the bottom to delete this vacation time.

＊Once you add a vacation time, consumers will not be able to book classes/venues during that time.

Entry and Exit Management

Using entry and exit scanning, you can control the list of current venue users in real-time, and consumers can see the number of people currently in the venue at the top of the venue details page before they go.

  • Entry Scan
    • First, make sure you are logged into the Trainge app as a venue manager.
    • You can use your phone's default camera to scan the consumer's entry QR code to complete their entry.
    • Or you can open the Trainge app, go to the "Book Now" page, and click the "QR Code" button at the top left to scan the consumer's entry QR code to complete the entry.
  • View Venue Users List
    • Go to the "Book Now" page and click the "QR Code" button at the top left to see the current list of venue users.
    • You can manually update the current venue users list by clicking the "Refresh" button next to the time.
  • Exit
    • Scan for Exit
      • First, make sure you are logged into the Trainge app as a venue manager.
      • You can use your phone's default camera or the scan button at the top left of the "Book Now" page to scan the consumer's exit QR code to complete the exit.
    • Manual Exit
      • If the consumer forgets to give you their QR code for exit, you can manually remove the consumer from the venue by clicking the "Exit" button next to their name on the venue users list page.
  • Manually Adjust Venue Capacity
    • If your venue is still in the transition phase and some consumers are using paper tickets for entry, you can click the "Change Capacity" button on the venue users list page to adjust the current venue capacity in real-time.

Edit, List/Unlist Courses and Venues

  • Go to the "Personal Account" page, select "Manage Courses and Venues."
  • Go to the "My Venues" or "My Courses" page.
  • Click the "Edit" button to enter the editing page of the course or venue.
  • Click the "Listed" button next to the course or venue to choose whether to unlist it.
  • Conversely, click the "Unlisted" button again to relist the course or venue.

View Transaction Records

  • Go to the "My Records" page and select "Transaction Records."
  • Click on the "Sold" tab to view the details of all sold orders.

Platform Fees

  • Using Online Payment (including credit card, Apple Pay, Google Pay, etc.)
    • Courses and Venues
      • A 3% fee is charged per transaction.
    • Videos
      • A 30% fee is charged per transaction.

Withdraw Earned Revenue

  • Account and Withdrawal Inquiry
    • Go to the "Personal Account" page and select "My Wallet."
    • Here you can check the "Account" details and "Expenditure/Withdrawal" records.
  • Withdraw Funds
    • In "My Wallet," click the "Withdraw" button at the bottom, enter the amount you want to withdraw, and submit.
    • You will receive the funds in your verified bank account within three business days.

Pre-Class Agreement

＊A pre-class agreement requires both parties' signatures to be valid

  • Coach/Venue
    • After the student books and purchases a course, the coach/venue should go to the "My Records" page, select the course, and click the "Pre-Class Agreement" button next to the student's information, then select "Update Agreement."
    • Ask the student about their exercise habits and physical condition, and truthfully record it in this agreement.
    • Click the "Coach/Instructor Signature" button at the bottom of the page, sign, and then click "Confirm and Invite Student to Sign."
  • Student
    • Open the app and go to the "My Records" page, then select the course activity.
    • After entering, click the gray "Unsigned Pre-Class Agreement" button at the bottom of the screen.
    • Read the agreement in detail, and if you agree, click the "Student Signature" button at the bottom of the screen, sign, and submit.

＊Please note that pre-class agreements can only be created by the course coach and can be updated with multiple versions in the future, but they must be signed by the student to be valid, preventing future course disputes due to exercise-related injuries.

Training Records

  • Self-Training Records

    • Consumers can go to the "My Records" page, click the "+" button at the bottom right, and select "Self-Training."

    • Choose the appropriate workout plan based on muscle groups, exercise type, and equipment, or click the "Customize Training Plan" button at the bottom to create your own plan.

    • Click "Add Exercise," then select different body parts to find the exercise you want to perform, or click the "Search" icon at the top right to find exercises.

    • After adding an exercise, you can "Add Sets" or edit the data for each set.

    • After arranging the sets, click the "Timer" icon next to each set's data to record the time for each set and the rest time between sets.

    • Once saved, you can view the newly added self-training content in the "My Records" page.
  • Course Training Records
    • After the student books and purchases a course, the coach/venue can go to the "My Records" page, select the course, and click "Training Records" to record the course content for the student.
    • Please note that only the course coach can add and edit course training records to prevent students from accidentally deleting or modifying the records.

＊The coach/venue must create at least one pre-class agreement for the student before making training records to ensure they understand the student's physical condition.

Health Records

  • Consumers can go to the "My Records" page, click the "+" button at the bottom right, and select "Health Records."

  • Enter the content and save it to view the newly added health records on the "My Records" page.

What are T Points?

  • T Points are points awarded to Trainge users, which can be used to offset future purchases of courses and venue rentals.
  • 1 T Point can offset 1 NTD of purchase.

Check T Points

  • Go to the "Personal Account" page and select "T Points."
  • You can view your current balance and transaction details there.

How to Use T Points?

  • Go to the "Book Now" page and select any course, video, or venue you want to purchase.
  • After entering the detailed page, click to purchase, and on the final "Checkout" page, enter the number of T Points you want to use to offset the purchase amount.

How to Earn T Points?

  • Earn 100 T Points upon first-time registration and login.

  • After booking and completing a course/venue rental, fill out a full review to earn 5 T Points.

  • Trainge will hold online and offline events from time to time, offering T Points to users. Follow us on Facebook or Instagram to get the latest updates!

About Corporation Wellness Soulution

Trainge offers the most comprehensive enterprise wellness solution, including body composition analysis, AI disease risk analysis, customized health education information, health seminars, exercise classes, personalized diet and exercise plans, health records and training progress tracking, and more.

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