EGYM incident

Users cannot check-in to Keepcool / Neoness gyms

Critical Resolved View vendor source →

EGYM experienced a critical incident on April 13, 2026, lasting 3h 5m. The incident has been resolved; the full update timeline is below.

Started
Apr 13, 2026, 01:37 PM UTC
Resolved
Apr 13, 2026, 04:42 PM UTC
Duration
3h 5m
Detected by Pingoru
Apr 13, 2026, 01:37 PM UTC

Update timeline

  1. identified Apr 13, 2026, 01:37 PM UTC

    Users are not able to checkin for Keepcool / Neoness gyms. We are contacting Keepcool to fix the issus as soon as possible. There is no need to notify us of this incident, we will inform you once the incident is resolved.

  2. identified Apr 13, 2026, 02:16 PM UTC

    Users who had an existing Keepcool/Neoness account can no longer check in. We have contacted Keepcool's technical support team, who are currently working on a fix. There is no need to notify us of this incident, we will inform you once the incident is resolved.

  3. monitoring Apr 13, 2026, 03:42 PM UTC

    A fix has been deployed and the issue has been resolved. Some passes created before the deployment (at 5pm) may still be affected.

  4. resolved Apr 13, 2026, 04:42 PM UTC

    The system is back to normal, but if you're still experiencing any issues, please don't hesitate to contact our support team.