Frequently Asked Questions

We’d love to hear from you! You can submit feedback to support@ginkgo.health.

Make sure your internet is working and the app is up to date. If it’s still not working, try restarting your device. If you need more help, you can reach out to our support team at support@ginkgo.health.

It is recommended to use bigger screens like iPad, Mac or TV projection. iPad is the best device for Ginkgo Active, as it is big enough, portable, and easy to be placed at the best spot to your exercises.

If you want to project your screen onto the TV:

Of course! Ginkgo Active is developed with the goal of exercising anywhere, anytime. Professor Ginkgo will adjust your training session based on what's available to you during the trip, so you can always get the most effectiveness out of your exercises.

1. In Ginkgo Active, press the "Navigation Menu" button.
2. Go to "My Gym" under the "Private Island" location.
3. Press the "Pencil" icon inside the box for "Today's Equipment".
4. Remove any equipment that you cannot currently access.

Simply contact Professor Ginkgo anytime by going to his office, and he will be more than happy to adjust the rest of your current exercise prescription accordingly.

1. In Ginkgo Active, press the "Navigation Menu" button at the top left of your screen.
2. Go to "Professor Ginkgo's Office" under the "Ginkgo Center" location.
3. Press the health category that you wish to make adjustments to.
4. Enter the adjustments for your health profile.
5. Press the "Save" button.

Your virtual gym in Ginkgo Active can be upgraded as you upgrade your home gym! Professor Ginkgo will expand the list of exercises that you can access when you add new equipment.

1. In Ginkgo Active, press the "Navigation Menu" button at the top left of your screen.
2. Go to "My Gym" under the "Private Island" location.
3. Press the "Equipments" icon on the left side of your screen.
4. Add any new equipment that you own.
5. Press the "Save" button.

This may happen when Silent Mode is turned on, or when the volume inside the app is muted. Try increasing the volume in the "Settings" panel in Ginkgo Active, or turning off Silent Mode on your device.

Our bodies and how we feel can change frequently due to many factors in our daily lives. No need to worry though, as Professor Ginkgo will make the respective adjustments to your training sessions on the spot based on the information you share with him.

We require information such as your gender, age, weight, fitness habits, and any existing injuries or medical conditions to design a personalized workout plan tailored to your needs, ensuring both safety and optimal results.

Absolutely! Your privacy is our top priority, and we strictly comply with PIPEDA regulations to protect your personal information. For more details, please visit our Privacy Policy.

Redoing the assessment within the initial 28 days is not supported, as your results are essential for creating your personalized 28-day prescription.

After 28 days, you'll be able to conduct a reassessment to update your fitness levels and ensure your next prescription aligns with your progress.

No, because Ginkgo Active adjusts your prescription based on your feedback to the exercises in real time and so needs to stay connected via wifi at all times.

We offer a range of workouts, including balance, strength, cardio, and functional training. You can browse the exercise list every time before you start a workout session.

Absolutely! Prof Ginkgo will generate prescriptions based on your profile and assessment results. Users of all levels, from beginner to advanced, are welcome to Ginkgo world.

We recommend consulting with your healthcare provider before starting any exercise program, especially if you have an injury or a medical condition. Please report any injuries and/or medical conditions to Prof Ginkgo during the assessment process. As the result, your prescription should include gentle exercises that may be more suitable for those with physical restrictions.

There is no need to do the exercise more times than prescribed because you will have opportunity to practice that exercise (or something similar) again later.

Invitation codes provides special offers to Ginkgo Active subscriptions like discounted pricing or free subscription periods.

If you are a new user, you can enter your invitation code on the payment screen by clicking the "Enter a subscription or family code" button.

If you are already subscribed to Ginkgo Active, you go to your account settings and press the "Change payment plan" button to enter your code.

Great to hear that you're starting to exercise alongside your family members! You can enrol in the same family plan with your family code.

If you are a new user, you can enter your family code on the payment screen by clicking the "Enter a subscription or family code" button.

If you are already subscribed to Ginkgo Active through either an individual plan or a family plan, you will first need to cancel your subscription first in the settings of your device. Once you have cancelled your current Ginkgo Active subscription, go to your account settings in app and press the "Change payment plan" button to enter your code.

It's sad to see you leave the Ginkgo World :( Remember, your private island and Professor Ginkgo will always be waiting for your return so we can serve you again.

To cancel your subscription:

1. Go to "Settings" on your device.
2. Select "Apple ID" then "Media & Purchases" then "Subscriptions".
3. Select Ginkgo Active.
4. Press the "Cancel Subscription" button.

Of course! You can log out from your account in the app to allow other members to sign in. Their data will be automatically loaded.

You will be able to invite two family members onto your family plan:

1. In Ginkgo Active, press the "Navigation Menu" button.
2. Press the "Settings” button at the bottom of the Navigation Menu.
3. Press the "Account" tab.
4. Under the "Family Member" box, press the "Add Member" button.
5. Select your relationship with this family member.
6. A family code will be generated, share this code with your family member.
7. The member will be added to your family plan once they enter the family code by pressing the "Enter a subscription or family code" button.

For more information, please see FAQ: I received a family code to enrol in the family plan.