We’re here to help

1. Contact

For anything you can’t find here, write to support@capyclimb.com. Please include:

• The email address on your CapyClimb account.
• A short description of what you tried, what you expected, and what actually happened.
• If reporting an in-app issue: the app version (shown on the About screen in the profile menu) and your device model.
• A screenshot or screen recording, if it helps. Don’t include anyone else’s personal information.

Our team is small and responds in the order requests arrive, typically within one business day, Japan time. We don’t currently offer phone support.

2. App help

Opening the gym door

The door opens with a button in the CapyClimb app. Stand at the door and tap the padlock button in the middle of the bar at the bottom of the screen. You need an active pass or membership.

The app uses Bluetooth to find the door you’re standing at, so keep Bluetooth on and allow CapyClimb to use it in your phone’s settings. If you also allow location, the app uses it on your phone to recognise that you’re at the gym; your location isn’t sent to us. If the app says no door was found, move closer to the door and try again.

App is stuck on a loading screen

First, force-quit the app and reopen it. If it still hangs, sign out from the profile menu and sign back in. If the problem persists, write to support@capyclimb.com with your device model and iOS / Android version.

3. Account & access

Forgot password

On the sign-in screen, tap Forgotten password? and enter your account email. We’ll email you a 6-digit code: enter it in the app and choose a new password. If the code has expired, request a new one.

Change the email on my account

We don’t support changing the sign-in email from inside the app yet. Email support@capyclimb.com from your CURRENT account email with the new address and we’ll do it for you.

Delete my CapyClimb account and data

You can delete your account at any time in the app: open the Profile tab, tap the menu button (…), then Settings → Delete account.

Don’t have the app installed any more? Email support@capyclimb.com from your account email address with the subject Account deletion request. We action it within one business day (Tokyo time) and confirm by email once it’s done — no app needed.

What is deleted: your profile, passes, orders, in-app history (including your visit history and door entry records), your spray wall ratings, ticks and favourites, your support reports, and your sign-in account. Any active membership is cancelled and any locker you hold is released. Deletion is permanent and cannot be undone.

What stays: the payment records held by our payment provider (Stripe) and the emails you exchanged with support@capyclimb.com. Problems you set on the spray wall stay, with your name removed. See the Privacy Policy.

4. At the gym

If the door won’t open even though your pass is active, ask a member of staff and they’ll check your pass and let you in. Staff are on site during opening hours.

Lockers are handled in the app too: on the Home tab, tap Get a locker. An active pass is required to use a locker.

5. Billing & passes

Passes and memberships are sold in the CapyClimb app (Membership & Passes) and in the online store. They are not sold at the front desk. A purchase made in the online store is linked to the email you entered at checkout — sign up in the app with that same email to find it there.

If you buy a monthly membership in the online store, create your app account with the same email within 7 days: if no account is created, the automatic renewal is cancelled so you are not charged again.

For refunds, expiry questions, or a receipt copy, email support@capyclimb.com with the order email and approximate purchase date.

6. Privacy & data

Detailed information about what we collect and how to exercise your access / correction / deletion rights lives on the Privacy Policy. For data-specific requests, email support@capyclimb.com.

Terms of use are on the Terms of Use page.