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

QR code won’t scan at the door

The QR code shown in the app is a short-lived token (about two minutes). If a scanner says “expired,” tap the refresh button on the My Pass tab to mint a new one. If the scanner can’t read the screen at all, bump your brightness and clean the camera lens on the kiosk — staff will help if that doesn’t work.

Camera permission for gift scanning

The app uses the camera to scan a partner’s QR code when you’re claiming a gift. If you denied permission and want to enable it later, open your phone’s Settings → CapyClimb → Camera and toggle it on.

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 Forgot password? and follow the email link to reset it. The reset link is good for one hour; request another if it expires.

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 account

You can delete your account at any time from the profile menu: Settings → Delete account. This is permanent and removes your profile, your passes, and your visit history. Past anonymised usage statistics (visit counts, retained for safety / audit reasons) may persist.

4. At the gym

If a kiosk is offline or rejects a valid pass, please ask staff and they’ll let you in manually while we sort it. We log every scan attempt server-side, so we can verify your pass even if the kiosk is having a bad day.

Lockers, towels, and on-site equipment are described on the For beginners page.

5. Billing & passes

Passes and memberships are currently sold through our front desk and through the online store as a guest checkout. The pass you buy is linked to the email you provided at checkout — sign up in the app with that same email to claim it.

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 privacy@capyclimb.com.

Terms of use are on the Terms of Use page.