Frequently Asked Questions
What happens if we go into lockdown and the facilities have to close?
All memberships will be frozen and will be reactivated when our facilities re-open.
I want to renew my membership now that it has expired but it isn't allowing me online
Once your membership has expired, your account 'lapses' and will need to be reactivated by our memberships team
email us firstname.lastname@example.org
Why am I not able to access through the gates at reception despite having a membership?
Fitness classes and Gym sessions are bookable activities and unless these sessions have been booked in advance online – the gates will not allow you access. Gates will also deny access if you have an outstanding balance on your account, if you have not completed a gym induction, or if you have a booking ban on your account = 3 strikes.
I'm unable to book a class and/or the classes get booked up really quickly
This could be due to the class being fully booked. Our classes are are popular, however at times people do cancel a booking on the day, or the day before this then creates spaces for others. Our class attendance figures are not at maximum, therefore it is worth checking online to see if spaces have become available. Our fitness class programme tends to operate at around the 65-70% utilisation figure. This means that 30-35% of spaces are not being utilised.
Why is my account telling me that I can’t book for the next week?
The likelihood is you have a bookings ban on your account.
A bookings ban is imposed when you build up 3 strikes on your account.
Strikes are added to your account if you fail to attend a booking/attend late/fail to swipe to confirm attendance/cancel within 3 hours of the booking start time.
A bookings ban will last for one week. This system has been put in place to stop people booking muliple classes in advance and not attending.
Since implementing this policy, utilisation has risen by 15% meaning more people are participating in activity more often!
I am in receipt of a bursary, do I get a discounted sports pass?
Please contact email@example.com and include your student number we will get back to you with details of the discounts that apply to you.
Alternatively, sign in to your online account using your University single sign on, if your ‘membership status’ includes the letter ‘A’, ‘B’, ‘C’, ‘D’, or ‘E’ – then you will be able to upgrade (change membership) at the discounted price. Please note that all Bursary memberships expire on August 31st each academic year (unless the monthly direct debit option has been selected)
I've got a direct debit membership, how much notice do I have to give to cancel?
It depends on when in the month you cancel. If you cancel more than 12 days before the end of the month, then you will not be required to make any more payments. If you cancel within the last 12 days of the month – then the following month must be paid for in full. Your membership will of course be active for this entire period.
All cancellations to be given in writing by email firstname.lastname@example.org. Please be aware if you decide to rejoin at a later date, the joining fee will be applicable to your membership type.
I'm a student and I don't have a sports membership - is there any group activity that I can get involved with?
B:Active Residences for students living in University accommodation (free)
B:Active Campus classes (£2 PAYG)
B:Active Pulse classes (£4 PAYG)
I don't have a membership but want to go swimming occasionally
You can swim at any of the available 'casual' or 'lane' swimming time slots. All sessions must be booked in advance online.
Pay As You Go (PAYG) swimming
£4 for students and staff
£6 for affiliates and public
You can also reduce these rates by purchasing a book of 10 swims for the price of 8
Every time I try to login online it is coming up with an error code
There are 3 things that you can try to resolve the problem.
- Try clearing your 'cache' on your PC/laptop.
- Try opening the link from an incognito/private window.
- Try to open the link in a different web browser to the one you're currently using.
What is the waiting list and how does it work?
Adding yourself to a waiting list means you will be auto-booked if a place becomes available. The waiting list is ordered on a first-come, first-served basis. The cut-off point is 3 hours before the start of the booked activity. If a cancellation happens withing 3 hours, we appreciate this is short notice therefore auto booking will not take place.
We advise you to manage your waiting lists as per your bookings.
What are 'Interest Groups'?
If you join a sports club with the Students' Union and wish to attend training sessions or matches, you will need to purchase a #WeAreBristol membership and add yourself into the ‘interest group’ for the sports club.
To add yourself to an Interest Group, sign into your online sports account and click 'join interest group' and select the relevant sports club/team.
Each time you attend a training session or match please swipe at our Wecome Desk to confirm your attendance, this enables your club to collect data on attendacne numbers.
How do I cancel my membership?
If you pay monthly for your membership, please email email@example.com to request to cancel, giving notice as per our terms and conditions.
If you pay annually you are unable to cancel you membership unless you provide a medical certificate to show you are unable to continue to safely use the facilities.
Who do I contact if I have a more general enquiry?