Access your Account
Access your account
If the business you're a member of is switching to Momence from another platform, use the same email to login/set your password. This will grant you access to any memberships/packs that transferred over.
From momence.com, click Sign In > Forgot password > enter your email, click Reset Password, then check your inbox > click the link to create the password, submit, then head back to Momence.com and sign in.
To view membership info, click My Memberships.
Download the mobile app
Before downloading the app, make sure you've creating a login using the steps above. Then head to either the Apple App Store or Google Play.
After logging in you should see your studio's icon show up under 'Your hosts' (pictured below).
If you don't see the icon:
Check that you've used the correct email used in the previous platform.
If theres no previous platform to speak of,
Head to your studio's website and make a purchase using the same email you used to login to the Momence mobile app. Afterward, the host icon should appear in your mobile app.
Unable to login? Reset your password
To reset your password, head to Momence.com > click Sign In > click Reset Password > check your email's inbox. (If you don't see the email arrive, check your spam folder).
Click the link in the email and type your new password > then sign into momence.com with the new password.
If you continue to experience issues, reach out to [email protected] and let them know which studio you are a member of.
Account Settings
Add payment info, notification preferences
After signing in as a customer, click your My Account tab in the bottom left of your Customer Dashboard, add payment info and select your notification preferences.
Edit/remove payment info
Login to your customer account > click 'My Account' in the bottom left > remove payment methods using the trash icon before adding a new one.
Upload a profile photo
Profile photos show to your teacher's on their (private) class rosters. To upload a profile photo, open your mobile app, then tap 'Account' > Personal Information > Edit Photo > choose a photo.
Need to download the app? Click here.
Update account name, email
On the mobile app, click Account (bottom right) > click your name > edit your info. your name in the top right.
On desktop, click your name in the top right > edit your info.
To reset or change your password, scroll further down.
Purchases / Remaining Credits / Referrals
Purchase a subscription or class pack
To purchase a subscriptions or class packs, login to your mobile app, click Memberships.
Book classes & appointments
Login to your mobile app, select your host and tap Classes > select a date a view the schedule.
To book an appointment > tap Appointments > select the schedule to view
Then select your service, time, venue, and staff. Your experience may present itself in a different order depending on which settings your host has chosen.
View your unpaid Appointments and pay for them
As a customer, you can view unpaid appointments and pay for them.
On a browser (not the mobile app), sign into momence.com > click Appointments > look for a red 'not paid' tag > click the dropdown menu to the right > click Pay Now.
If your subscription or pack applies to this appointment service, you'll see an option to use it as payment.
Check your remaining credits
From your customer account click Memberships > My Memberships > Money Credits or Class/Appt credits.
Refer friends / get benefits
As a customer, you'll find options to refer friends to the studios you love most through your favorite channels.
Your studio may even have a reward system setup, which can currently preview on the mobile app. (ie. See what you'll get in return for referring friends that become customers).
On a web browser, click Refer and Earn > click Recommend a Host > select the host > copy the invite link or use one of the remaining social options. You'll find a list of those you've referred at the bottom of this page.
Cancellations / Freezes / Transfers
Cancel out of a class
From mobile, login to the app. You'll see immediately see your upcoming classes. Use the red cancel button.
From your desktop, login to your account. You'll immediately see your upcoming classes. Use this dropdown to find the cancel button.
Cancel a subscription
Click Memberships > My Memberships > locate the Subscription & click Cancel.
If you don't see this option you might be in contract. You can hover over the purple contract tag to see how many renewals are left.
You'll be required to provide feedback in a pop up before cancelling. (You may see a minimum number of words required to submit).
Note: If you're not seeing an option to cancel, you may be on a subscription that requires a minimum number of billing cycles before a cancellation can occur. The best course of action is to reach out to your host for them to assist you.
Freeze my membership
If the studio you're a member of allows you to freeze your membership, they'll need to make this change on your behalf. Reach out directly to the studio's staff to request the freeze. To locate their contact info, we recommend checking their website.
Note: freezing will cancel the all future bookings made with this subscription.
Transfer to another membership
If your studio allows for transfer to another membership, you can do this by clicking Memberships, then this dropdown option to the right.
Choose which membership to transfer to on the next renewal. Note the warning that any incompatible bookings with the new membership will be cancelled.
In other words, on the next renewal, when the scheduled transfer occurs, if you happen to be booked into certain classes that are not included in that new membership, you'll be cancelled out of those classes automatically.
Login / Access Issues
2FA: where to find your code
If you're being prompted for a Two Factor Authentication code, the code will either be in the Google Authenticator app we suggest here OR, if you're on an iPhone it may have been saved under the Passwords app (iOS18 or later) or under Settings -> Passwords -> Locate Momence.
If you can't find the code and need us to reset your MFA, just reach out to [email protected]. We'll prompt you to verify your identity first.
Seeing an error when attempting to log in?
If you're convinced you have the correct login credentials and are still seeing an error when attempting to login to your Momence account, try these troubleshooting tips.
Browser:
Clear cache and cookies on your browser. Then quit, and restart it.
Check that your browser is up to date with the latest version.
Try a different web browser or incognito / private mode.
If you're runing browser extensions, try disabling them.
Device:
Try logging in from a different device.
Check your device for new software updates that may need to be installed.
Connection:
Try a different internet connection (e.g., cellular data instead or Wi-Fi).
Check to see if there are active firewalls or pop-up blockers that might be blocking the login process.
Reset your password:
If none of the above helped you log in you may need to reset your password after all.
Visit momence.com/forgot-password to request a password reset email. For a video on how to reset your password, see this article.
In your email inbox, check your primary and spam folders for the reset email
If you're not seeing the password reset email, try resetting it in incognito mode.
Reach out to a staff member from your studio to ask if they can reset your password from your customer profile using the Actions dropdown.
If you're a staff member, reach out to your Admin to request a password reset from the Staff page.
Reinstate account on Momence App
If you have accidentally requested to delete your customer account from the Momence app and are now unable to log in, follow these steps to reinstate it.
1. Uninstall the app (Hold the icon to view an option to remove/delete).
3. Login to the app with your registered email address.
If you're still unable to sign in through the app, try logging in with a web browser at momence.com/sign-in
Accidental deletion
If you've deleted your customer account by mistake, we may be able to recover it.
Reach out to [email protected] and include the email associated with the account. Support may need you to verify your identity at this time and will prompt you for more information.
My password was temporarily reset. What do I do now?
If you've received an email from Momence Customer Support informing you that your password has been temporarily set, it is important to follow the instructions provided to update your password as soon as possible. This is to ensure the security of your account and protect your personal information.
To change your password, go to momence.com/sign-in and sign in using your temporary password. Then click your name in the top right > My Account > Update Password.
Use a strong and unique password that includes a combination of letters, numbers, and special characters to enhance the security of your account. Avoid using easily guessable passwords such as "123456" or "password."
Remove a business / Delete your account
Remove a business from my Momence account
In order to remove a host from your Momence account, reach out to the host directly to ask that they delete your customer profile.
Delete my Momence account
Deleting your account requires access to the mobile app to verify your identity before requesting deletion. You can download the app here.
Once the app is downloaded, follow these directions: Choose Account > Support > then scroll to 'Request account deletion.'
Child Accounts
Add a child to your account and book for them (desktop)
As a customer, when it comes to adding a child account to your account, you can go one of two ways:
use an existing email address that belongs to your child
use an alias (your email with a +1 appended)
This second option requires the email client supports alias functionality (for example, aol and yahoo currently do not. Gmail does.)
To get started, login as a customer, click My Children > Add child Account. After an account has been created, you or the child will need to confirm the account by email before you can book for them on a checkout page.
Add a child from the mobile app
Log into the app, click 'Manage children' > Add a child > Create a child account (or Request Association -- ie. if your child already has a Momence account with their own email, you can request to add this account).
If they have their own email (but no Momence account yet, you can create a momence account for them in the following step).
If you've chosen to Create a new child account, enter their name > choose whether to:
use an existing email they already use, or
auto-generate a new email for them (which will create a version of your email with numbers added to the end). Ie. if your email is [email protected], your child will get something like [email protected]. This also allows you to set their password for them when the confirmation email comes your way.
If you choose to enter an existing email the child has, they'll need to open their email, click a link to confirm their account, and set their password before they can gain access. If they need to download the app, share one of these two links: Apple, Google.
Book for your child or allow them to book for themselves
After their account has been confirmed, you can start booking for the child from your mobile app. You'll see this Account option at each checkout where you can choose to book for your child instead of yourself.
Note that you can use a subscription or class pack to book for your child only if:
your studio's management has a policy that allows for sharing subscriptions; and
your studio has shared your subscription with your child (using their admin access from your customer profile)
Otherwise, you'll be able to use a card on file in checkouts. Your child can also download the app and book using your subscription or class pack if your studio has shared it with them.
View your child's bookings from the mobile app
In the mobile app, parents can see their child's upcoming appointments and classes by tapping 'Show child bookings' > selecting the child, then Continue.
Afterward, parents will see their child's name assigned to all bookings they're registered for.
