FAQ
The fine print, out loud.
The questions we get most, answered without sales theatre. Still have one? Email partners@egenactive.com. We answer within a business day.
Getting started
Getting started
What does it cost to start?
₦0. No setup fee, no card on file, no sales call. You sign up, we verify your facility (usually within 24 hours), and you’re running.
How long does setup take?
Most facilities are taking bookings within one afternoon. Claim (2 min) → define resources and pricing (30–60 min) → import members (15 min) → go live.
Do you help me migrate from another system?
Yes. We import members, memberships, balances, and upcoming bookings from a CSV on a free onboarding call. If your old system doesn’t export cleanly, we’ll help you wrangle it.
What if I have multiple locations?
Starter supports 1 location. Growth supports up to 3. Network is unlimited. Multi-location has shared members, location-scoped reports, and per-location staff permissions.
Pricing & money
Pricing & money
Is the free tier actually free?
Yes. No trial timer, no feature lock, no asterisks. Up to 50 active members, every core feature, forever.
Do you take a cut of my revenue?
No. We don’t touch your member payments. Paystack charges its standard processing fee (passed through at cost). That goes to Paystack, not us.
What triggers an upgrade?
Crossing 50 active members in a 90-day window. We notify you at 45, and again at 50. You have one billing cycle to upgrade, archive inactive members, or continue. We never freeze a live facility.
How do I get paid for corporate-wallet visits?
Per visit, reconciled monthly. We aggregate every wallet-funded visit and send a consolidated payout to your connected Paystack account on the 1st, with a full visit log.
Are there subsidies for nonprofits or schools?
Yes. Nonprofits, public schools, community-health and public-sector orgs qualify for up to 50% off Growth. Email partners@egenactive.com with a note about what you run.
Data & ownership
Data & ownership
Is my member data mine?
Completely. We store it, you own it. Export it any time as CSV. Close your account and your data leaves with you. We retain only what we’re legally required to.
Where is the data hosted?
Encrypted at rest in a Tier-1 cloud region (currently eu-west), with nightly backups and disaster recovery. Nigerian data residency on the Network plan.
Can I use my own domain?
Your member-facing booking page runs on yourclub.egenactive.com by default. Custom domains (e.g. book.yourclub.com) are available on Growth and Network.
Who has access to my data inside Egen Active?
Only engineers on support rotation, only via audited tooling, only when you raise a ticket. Access is logged and time-boxed.
Product & workflow
Product & workflow
Does it work offline?
The staff check-in app queues check-ins locally when the network is flaky and syncs when it comes back. The dashboard needs internet but graceful-degrades on slow connections.
Can coaches and staff use a mobile app?
Yes, iOS and Android. Coaches see rosters, mark attendance, and message members. Front desk does check-in, walk-in bookings, and payment.
Can I accept cash?
Absolutely. Cash is logged against the session and the staff member, not lost in a shoebox. Monthly reconciliation drops from a full day to 10 minutes.
Can I sell packs and subscriptions?
Yes: class packs, monthly memberships, annual passes, day passes, family plans. Auto-renew, auto-expire, prorated upgrades, all built in.
Do you integrate with Paystack?
Directly. Money lands in your Paystack account, not ours. We never hold your member payments.
The network
The network
Do I have to appear on the member-facing app?
No. Discovery is opt-in. Many facilities start with discovery off, turn it on once they’re comfortable with the flow, then leave it on because it brings paying visits.
Who sees my members?
Only you. Egen Active does not share your member list with other facilities or partners. Member data is yours; the network flows in the other direction: members find you.
Can I block specific members or wallets?
Yes. You can block individuals and refuse specific corporate wallets. You can also set rules (e.g. "no walk-in corporate visits before 4pm").
How do reviews work?
Only members who actually checked in can leave a review. One review per member per quarter. You can respond publicly. Blatantly bad-faith reviews go through a moderation process.
Support
Support
How do I get help?
In-app chat, email (support@egenactive.com), and a searchable help centre. Growth and Network get priority queues and faster SLAs.
Can you come and set us up in person?
For multi-location operators and Network-plan customers, yes: we do on-site onboarding in Lagos, Abuja, and Port Harcourt. For others, our video-call onboarding typically gets people to first booking in under an hour.
Is there a community?
Yes. A private forum for partner-facility owners and managers to swap notes on pricing, programs, and what actually works in the Nigerian market.