A couple weeks ago, my app stopped working--would crash the second I tried to open it. I contacted customer service via live chat and spoke with Demari, and was instructed to to "clear the cookies."
I asked what that meant since I was using an app and not a web browser several times, but did not get an answer. I was told that IT would contact me about the app problem and in the meantime, I could email Demari screenshots of my gym beacon check-ins, and the points would be loaded to my account while IT worked on fixing the issue.
IT never contacted me, Demari never responded to any of my emails and no points were accounted for. Eventually, the app was updated in the app store, and I was able to login and resume using it.
But man, what a frustrating experience. I don't understand why go to the trouble of promising to help and having me email when there's no intention of following through or actually fixing the problem.