Frequently Asked Questions
Answers to some commonly asked questions.
If you don’t have a Traner account yet, go to Traner.ca and click Sign Up. You can sign up using your Email Address, Mobile Number, Facebook Account, Google Account, or Amex. Signing up and creating a Traner account is free. After you sign up, be sure to complete your account before booking a session.
We ask everyone who uses Traner ask for a few pieces of information before they start on Traner - you’ll need to have this information completely filled out before you can make a session request. This info helps make sure your trainer will know who to expect, plan accordingly, and how to contact you.
The information we require includes:
- Your full name
- Your email address
- Your phone number
- A profile photo that shows your face
Your trainer won’t see your real email address, even after you book a session. Instead, they’ll see a temporary Traner email address that forwards their messages to your personal email address.
Some trainers may also ask you to complete a Verification and Consultation Stage before booking a session.
Traner may limit, suspend, or deactivate your account, as outlined in our Terms of Service. Your account may be temporarily deactivated due to your response rate or confirmation rate. To reactivate your account in this case, please follow the steps in the email you received.
Your account may be deactivated during a review of Traner accounts. Reviews are part of an effort to foster a trustworthy community and uphold the Terms of Service. The following may occur with or without notifying you directly:
- Your account can be deactivated or suspended.
- You may not be able to access the platform, your account or content, or receive assistance from Traner Customer Experience.
Any upcoming pending or accepted sessions you have as either a personal fitness trainer or client can be canceled; you may not be entitled to any compensation for the sessions that were canceled as a result of your suspension. We also may communicate to the appropriate clients or personal fitness trainers.
To deactivate your Traner account, go to My Account > Settings > Deactivate my Account
When you deactivate your account, any session you made as a trainer or client will be automatically cancelled.
If you would like to reactivate your account, simply sign in.
If you’d like to cancel your account, contact us.
Whether you’re a beginner or an experienced elite gymnast, having a personal trainer is the most beneficial way towards a healthy lifestyle. Traner provides you with the long term, training and learning experience, while meeting great people and making new friends a long the way. Not only will personal trainers teach you skills inside a gym facility, they’ll also teach you life long skills outside the gym and who says you have to work out inside a gym? All it takes is being active, with a time and place. They’ll always be there for you and that’s what they were made to do.
Traner has a variety of trainers who are readily available at your request. You may search for personal trainers based on your location, price, training type, and date/time. All you have to do is:
- Search For Personal Trainer
- Enter Location And Time
- Add Filters Such As "Price Range", "Personal Or Group", "Training Type", "Language", or "Experience".
Our user-friendly map will help narrow down personal trainers for you. Trainers may also offer "free consultation" for you to become more comfortable before starting a program with them.
Our prices vary depending on the personal trainer. You can expect price ranges anywhere from $5/hr. to $200/hr. a session. It all depends on your budget and what you’re looking for.
We recommend using our “free consultation” tool to assist you and become more comfortable with your needs. Our personal trainers are trained to help you narrow down your goals and even recommend you to other personal trainers.
Traner offers any type of personal or group training such as weight lifting, coaching, yoga, spinning, zumba, sport specific, or even just someone to jog with. Our personal trainers are here to support you through your active and healthy lifestyle, whether it’s long term or just getting you started until you can be active on your own.
No gym membership? No problem. You can search for personal trainer who works out of his or her own private gym, in-home, or even outdoors! Our personal trainers are accessible everywhere.
Our personal trainers are always there for you. Whether it’s going for a jog or walk in the park. They’re here for whatever your needs are. Various locations can include:
- Private Gym Facility
- Your Gym Facility
- In Home
- Condo Gym
- Outdoor (e.g. Parks)
- Community Gym
- University/College Gym
After searching for a personal trainer and you’re ready to book a session:
- Select Date And Timeframe
- Confirm Your Session(s)
- Communicate With Your Personal Trainer
After booking a session with a personal trainer, you will be sent a confirmation email of your booking and another confirmation from your personal trainer of the session.
Unless it is an instant booking where the personal trainer automatically confirms every session, you will only be sent a confirmation email.
Depending on the personal trainer, you may be required at least 24-48 hour notice before cancelling or rescheduling with a personal trainer. Cancellations may be eligible for a full refund or credit towards another session.
Our personal trainers are trained to hold you accountable for your sessions so that you get the most of your work out and stay active as possible. So make sure you are able to attend your sessions before booking!
How To Cancel A Session:
- Go To Your Calendar
- Select Session
- Click Cancel
- Enter Short Explanation
- Confirm Your Cancellation
How To Reschedule A Session:
- Go To Your Calendar
- Select Session
- Click Reschedule
- Check Availability
- Confirm Your Reschedule
Depending on your personal trainer, if you miss or forget a session you may be eligible for a full refund or credit towards another session. We emphasize communicating with personal trainer regarding any last minute changes or emergencies.
If your personal trainer didn’t show up, please contact us directly so we can resolve the issue immediately. We recommend that if our personal trainers are unable to show up for a session to forward you as a client to another personal trainer or cancel beforehand.
Communication is key with all our clients and personal trainers. Feel free to message your personal trainers regarding any special requirements or requests and we’ll do our best to accommodate them.
Once you receive confirmation of where and when you’re working out. All you have to do is bring your water bottle and get active!
You can edit your information that appears on your Traner profile, such as your profile photo or email address. If you’re a trainer looking to make changes to your listing profile, learn to edit your listing.
To edit your profile information:
- Go to My Account > Profile
- Use the menu on the top to choose different sections of your profile to edit
The different sections of your profile include:
- Edit Profile: Update basics about who you are and where you live, including the phone number and email address you’ll share when you have confirmed a session. Click Save at the bottom of the page to save your changes.
- Photos, Symbol and Video: Upload a photo from your computer, phone or take one with a camera. A photo that clearly shows your face is needed before booking a session or for listing a session.
- Verification ID and Certification: Add verifications or certifications to complete your Verified ID or Certified ID, which is required for some trainers and clients.
- References: Build trust in the community by requesting friends, family or colleagues to post a reference or rate on your profile explaining why you’re a great trainer or client.
A Traner profile will let others learn more about you before booking a session. Your profile is a great way to help everyone feel that you’re reliable, committed and motivated to the spirit of Traner. Whether you’re a trainer or a client, the more complete your profile is, the more progress and involvement in activities you’re likely to engage in and the more sessions you’re likely to book too.
We require all trainers profile photo for verification, and we require all clients to upload a profile photo before making their first session.
A great profile includes:
- At least one profile photo
- Multiple verifications or certifications and a Verified ID
- A short description of yourself
To view someone’s profile, just click their profile photo.
Forgot your password? Having trouble logging in? It happens. Visit Traner.ca/reset-password.
Enter the email address you use for Traner.ca, and you’ll receive and email to reset your password.
If you know your current password, but want to update it:
- Go to Account on Traner.ca
- Under Security find Change Your Password
- Enter your current password and follow the instructions on the screen
We recommend updating your password every 2-3 months for security purposes.
Confirm Your Email Address Is Correct
Before you can enable email notifications, you have to confirm your email address first. If you didn’t receive and email confirmation from us, there are different steps you can use to try to figure out the issue.
To confirm you’re using the right email address, go to My Account > Settings.
Search Your Email Inbox
Can’t find your emails? They may also get lost in your inbox. Search terms such as "Traner", "Session", "Confirmation", "Reset Password" or other words related to the email you’re looking for.
Check Your Spam Or Other Email Filters
It’s possible your email provider may have sent our messages as spam or junk. To avoid this:
- Remove Traner messages from your spam list
- Add automated@traner.ca, help@traner.ca or contact@traner.ca as a contact in your personal email address book
If your email provider has other filters or routing rules in your email account, be sure to check those as well.
Check For Issues With Your Email Service Provider
Emails can take up to a few minutes to hours to be delivered depending on your email service provider. If undelivered or delayed emails continue to be an issue, check with your provider to see if there are any configuration issues or problems with the network.