PT Locked Support

Contact us

Include the email address you sign in with and a short description of the problem so we can help you faster. Reports sent from the app are reviewed within 24 hours.

Booking and payment

• Send a request from the trainer’s profile. Once the trainer accepts, you pay with the VietQR code right in the app; the system confirms automatically when the money arrives.
• Cancel for free up to 12 hours before a session (trial sessions: up to 2 hours before).
• Fees, refunds and special cases: Payments & fees.

Reporting abuse and blocking someone

• On a trainer profile, someone’s Moments page or a consultation chat, tap ⋯ (Tùy chọn khác) (More options), then choose Báo cáo (Report) or Chặn (Block).
• Every public Moment has a Báo cáo Moment (Report Moment) link, and every review has a Báo cáo (Report) link.
• Review the people you blocked and the outcome of your reports in Tôi (Me) → Người đã chặn (Blocked people) / Báo cáo đã gửi (Sent reports).

Deleting your account

• In the app: Tôi (Me) → tap your name (Hồ sơ cá nhân, Personal profile) → Xóa tài khoản (Delete account) → type delete → confirm again with Apple or Google.
• Trainers still setting up their profile: Tôi (Me) → Xóa tài khoản (Delete account), or tap Back on the setup screen and choose Xóa tài khoản.
• Accounts that sign in with a password can also be deleted on the web at Delete account (in Vietnamese). If you cannot use the app, email [email protected] from the address you sign in with.
• Which data is deleted and which is kept by law: see the Privacy Policy, section 7.

Temporarily locked accounts

When an account is temporarily locked, the app shows the reason and how long the lock lasts. You can send one appeal right on that screen; the outcome is shown in the app.

For trainers

• Getting paid: Tôi (Me) → Thu nhập (Earnings) → Tài khoản nhận tiền (Payout account). PT Locked sends the transfer every Monday.
• Platform fees and when the money arrives: Payments & fees.