Independent gym owners live in a world where even a small issue can cause significant disruptions. A lead form breaks, and conversions drop. A calendar glitch stops prospects from booking. A class setting error blocks members from reserving spots. A billing problem appears just before payroll.
Most software companies are not built for this reality. Their support teams hide behind long queues, send generic instructions, and expect gym owners to troubleshoot complex systems in their nonexistent spare time
When gym owners discuss Kilo, they rarely begin with its features. They rave about the support.
Kilo Support is not a ticket system. It is a complete solution designed specifically for independent coaching gyms.
Our team understands the pace, structure, and daily demands of running a gym because many of us have experienced it firsthand. We know what a no-sweat intro is, why a missed lead matters, how holds and cancellations work, and what happens when billing fails at the most critical moment.
When you reach out to Kilo Support, you get more than answers. You get guidance, stability, and a partner who understands the pressure you face as an owner. That mindset shapes everything we do. Support is not a department. It is a partnership. And what truly sets Kilo apart is how that partnership is built.
Each Kilo team specializes in a different part of the ecosystem, yet they work closely together behind the scenes. When an issue touches multiple systems, they coordinate internally to bring in the right people. You never get redirected or asked to repeat yourself. Instead, you get a team that takes ownership and works together to deliver real solutions.
We create new sites or refresh existing ones using Kilo templates, apply your content and images, and ensure every page is polished before launch.
We add or edit pages, text, images, and sections so your website always reflects your current services and stays consistent with your template.
We handle DNS updates, connect your site to the correct domain, and confirm everything displays and functions properly once live.
We review your site for broken links, layout issues, and low-quality images, then make improvements to maintain a clean, professional experience.
We update WordPress, themes, and plugins, monitor performance, and keep your website secure and running smoothly.
We optimize the metadata and content to mention their location and to be consistent with their GBP for visibility.
We understand how your website drives leads, and how to get things back online quickly when something isn’t working properly.
Your automations play a huge role in lead flow and early member experience, so when something doesn’t fire the way it should, you need answers fast. Our Automations Support Team helps diagnose and resolve issues with workflows, triggers, calendars, and communication tools, keeping your sales engine running smoothly. We take a hands-on, transparent approach, including:
We work directly with you to understand what’s happening, verify the issue, and pinpoint the cause.
After resolving an issue, we send a short Loom explaining what happened, what we fixed, and anything you may want to update
If a situation requires deeper troubleshooting, we’ll hop on a quick call to walk through it together.
For certain fixes, our team will make the updates for you and follow up with a Loom detailing what was completed.
For gyms with more advanced automation needs, enhanced or custom workflow support is available.
We regularly refine GLM workflows based on what’s performing best across the gym industry, evolving marketing trends, and real-world owner experience.
This is the team that understands the rhythm of lead nurturing and how even a small hiccup can slow new-member conversions.
Your gym runs on accurate scheduling, clean data, and reliable communication. Our Support Team helps you troubleshoot issues quickly so your operations stay smooth and members stay informed. We support you through:
We diagnose whether issues come from package limits, account settings, or device problems, then guide you through correcting session or attendance settings.
We review membership setup, payment methods, billing dates, and auto-renew settings, and explain how payment retries and failed-payment notifications work.
We troubleshoot browser and device issues, assist with activation steps, and manually activate accounts or reset passwords when needed.
We verify Flow setup, test triggers, and clarify timing and conditions so you can confirm messages are sending as expected.
We help interpret report logic, adjust filters, and identify setup issues—such as incorrect athlete statuses or uncategorized revenue.
We walk you through updating staff roles, resetting logins, and adjusting visibility settings so your system matches how your team operates.
This is the team that keeps your gym’s day-to-day systems running reliably—no roadblocks, no guesswork.
Most software companies give you tools. Kilo gives you the people and expertise to make those tools work for you.
We don’t just support software. We support you—your goals, your systems, your members, and your path forward.
Many questions can be resolved quickly with the tools in our well-crafted and persistently updated Help Library, available 24/7. To reach us with more in-depth questions or for troubleshooting, our Support Associates are available at [email protected]. If a particular query requires more in-depth follow-up, we'll book a time to meet over phone or video call to get you the solution you need as soon as possible.
