Community 360: Frequently Asked Questions
Our Community 360 app is designed to bring your people together, inside and outside of your fitness facility. More than just a fitness app, it creates a connected experience that builds motivation, engagement, and long-term loyalty through your own digital community.
To help you get the most out of the platform, we’ve put together answers to some of the most frequently asked questions, covering everything from login support and workout tracking to app features and third-party app integrations.
Login Questions
What is xID?
The xID user identification system is a universal numeric user ID for logging into Matrix fitness equipment and mobile apps, which helps them track and personalize workout activity. Your members can choose a 10-to-14-digit number username to sign in. We recommend they use their phone number, since that’s easier to remember. There is a 4-digit numeric passcode for security.
What if a member doesn’t receive the validation email?
Instruct the member to sign in with his or her xID and passcode and click the prompt to “resend your validation email”.
What if my member loses or forgets their xID password?
Members should go to your facility’s Community 360 app and click “Forgot Passcode” under the sign-in field. They will be prompted to enter the xID or email address associated with the account. Clicking “Submit” will generate a temporary passcode that will be delivered to the associated email address.
Or, if they don’t have access to the app, they can go to https://matrixworkouts.jfit.co/ and follow the “Forgot Passcode” prompts.
What if a member is unable to login using the xID and passcode even though it is correct?
After five unsuccessful login attempts, an account will be locked for security reasons to protect personal information. If this occurs, the member will receive an email that contains a link to unlock the account and restore access.
Workout History & Tracking Questions
A member signed in on Matrix cardio equipment before a workout but didn’t see the workout in their workout history. Can they manually add a missing workout?
Members can add missing workouts online. A member simply signs in with an xID and clicks the “Missing Workout” link under the “My Workouts” tab. He or she enters workout stats and provides as much information as possible about the cardio equipment.
Note: only one “missing” workout can be added per day. There is no limit for “manual entry” workouts per day.
How can a member track workouts on strength or non-connected cardio equipment?
Members can use the “Manual” entry feature under “My Workouts” and enter in workouts by day. They can also link third-party tracking apps and devices to account under “My Profile” tab to automatically track workouts outside of the facility.
What if a member doesn’t want their workouts highlighted on the Dashboard?
Members can go to the “My Profile” tab and control settings under Privacy.
What if a member changes facilities? Will fitness activity be lost?
No, members won’t lose their fitness activity. Their xIDs will transfer to any new facility with xID-compatible equipment.
App & Functionality Questions
What is the Entertainment Tab?
If your facility has internet-connected cardio equipment, members can create music playlists to have a customized experience while they work out.
Can members watch music video playlist outside of my facility?
The music video feature is currently only available on internet-connected equipment in your facility.
Can members add songs to playlists?
This feature is not currently available, but there are more than 4,000 music videos available in the music video library. To browse the library and add music videos to playlists, go to the “Entertainment” tab.
Can a member participate in more than one challenge?
Absolutely! Members can join as many as they’d like.
Third-party App Questions
Will more third-party apps and devices be added?
Yes, we are continuously adding more. Please let us know your favorite so we can add it to the list.
Can more than one third-party app and device be linked?
Yes, multiple devices can be linked and they will all track.
I don’t see my Third-Party App summary on the “Dashboard” page. Are my accounts linked?
Try a few steps to ensure your account is linked properly:
- Log in and sign on to your third-party app account.
- Log out of the workout tracking site and sign back in.
