FREQUENTLY ASKED QUESTIONS
We have created a help centre that has everything you need to know about your membership, making and managing bookings and more.
You will find a selection of questions and answers to help you below.
Can’t find what you’re looking for in the frequently asked questions? See below for alternative ways on how to contact us.
BOOKING, MANAGING ACTIVITY SESSIONS & MEMBERSHIPS
Where can I find the prices for activities and facilities?
You can find our full price for all activities list here
How do I check in for my activity?
We have made improvements to our check in process to make it as quick and easy for you.
All members are entitled to receive one of our RFID buttons, these act as our membership cards and allow you to seamlessly sign in for all activities by scanning the readers on site.
What should I do when I arrive at a centre?
All activities need to pre-booked in advance meaning that when you arrive at your local centre, please report to the reception desk and let them know which activity you have booked for.
They will then check you in on the system and explain everything you need to know and where to go.
How do I book an activity online or via the app?
All sessions / activities must be pre- booked in advance and the easiest way to make a booking is by using our app, search Actif Sport and Leisure in your app store or google play. Alternatively you can also make bookings online via our website.
When booking a session, you’ll be able to see the maximum capacity number for each activity and how many spaces remain.
On the app and website, you will be prompted to put in your Email Address and Password.
If you haven’t access the book system in a while you may be prompted to reset your password.
Follow the step-by-step process to create your new 8 character password or click here to reset your password.
Direct Debit members can pre-book all sessions up to 7 days in advance, Pay As You Go members can pre-book all sessions up to 5 days in advance.
Can I still book on site?
We do encourage prebooking for our activities to guarrantee a space but you can always talk to a member of the team to make bookings on site.
Make sure that you have your email and password ready. If you do need to reset your password, you can do so here.
How can I pay for activities?
You can pay for activities in the centre by card or cash.
Is there a cancellation policy for fitness classes?
We do have a cancellation policy for fitness classes, we ask they are cancelled at least 3 hours before the class in order to give members on the waiting list a chance to attend, if you do not cancel your class and are unable to attend you will be charged £3.
My child wants to attend the gym, how old do they have to be to use the gym?
Children aged 11-13 years can attend the gym if accompanied by parent / guardian.
Children aged 14+ can attend the gym by themselves (providing the parent / guardian was present in the induction to sign the health commitment statement)
Can a carer accompany an individual to an activity?
Yes, carers are eligible for a free pass into all sites when bringing a client, please contact the site you will be attending or email firstname.lastname@example.org
I have a military discount card, how do I access free swimming?
With a military discount card you are entitled to FREE swimming sessions.
To activate, we ask that you contact your local Actif leisure centre who will be able to process this enquiry over the phone. Alternatively, you can also visit the centre in person to complete.
If you do complete over the phone, please make sure that you bring the card with you on your first visit so that we can verify your account.
How can I view the class timetable for each centre?
The easiest way to view the latest activities and session times is by downloading the Actif Sport and Leisure app and selecting your local centre.
Is there a waitlist available if a session has reached its capacity?
Waitlists are available but not on all sessions and activities.
You can add yourself onto the waitlist by simply booking the session as you would do normally. When space come available, those on the waitlist will be notified first by email.
The email will give you 30 mins to book yourself into the session. If no-one on the wait list books in during that time the available space will be made available to everyone else.
I'm trying to log in to book an activity but it says that my account is locked
Your account may be locked due to an issue regarding your membership.
You will need to contact your local leisure centre and speak to one of the customer service assistants or you can contact our central customer service team by using the customer enquiry form above.
How can I get a refund for a session which I'm unable to attend?
To request a refund please complete our customer enquiry form above and select ‘request refund’ from the drop-down menu.
How do I reschedule a pay as you go session?
If you have already paid for a session on a pay as you go basis but wish to reschedule it for another date you will need to contact our central customer service team by using the customer enquiry form (see top of this page).
What’s my member ID?
When you first joined Actif, you will have received a confirmation email from us, within the confirmation email was your Member ID.
If you are on the app your member ID is visible through your account, just press the button in the top left followed by "accounts", for any assistance please email email@example.com
I can’t remember my password to log in to the Book Online
If you’ve forgotten your password to log in to make bookings, you can reset your password by clicking on the ‘Forgotten password’ link on the Book Online page.
Enter the email address that you used when setting up the account and then follow the instructions to create your new 8 character password (needs to include at least one uppercase letter, lowercase letter, number and a special character (%,&?#). Once you have your newly created password, keep it safe.
I’ve forgotten which activities I’ve booked
Using the App
Open up our app and select the ‘My Bookings’ button at the top of the screen. Log in using your email address and password to view your upcoming activities and session details.
Using a laptop / tablet
If using a laptop/tablet, visit our website and click on BOOK. Log in using your email address and password and then select ‘Manage Bookings’ to view your upcoming activities and session details.
How do I sign up for a monthly membership?
Details of all our monthly memberships can be found here as well as details on how to sign up
Why am I being told that my email address is already in use when joining?
It’s likely that we have your email address on the system if you were a member with us before but cancelled your membership or maybe you have children on our Learn to Swim scheme and you’ve used the same email address.
Please contact us via our customer enquiry form above and we’ll help get you set up.
What is included in my Actif monthly membership?
All details on our monthly memberships including what is included can be found here
I am currently a frozen member, how do I restart my membership?
Ready to restart your membership? If you'd like to re-start your membership, please email us at firstname.lastname@example.org
How can I change my membership?
To change your membership please use our customer enquiry form above and let us know what membership you are currently on and which membership you would like to change to.
If you are changing from Platinum, Corporate platinum, Student, 60+, Bronze, Corporate bronze to Household membership please be aware there is a £15 transfer fee.
You can change your membership at anytime, please email email@example.com to request a membership change.
Can I freeze my membership?
You can freeze your membership for up to 6 months in a 12 month period, if you wish to request a freeze please email firstname.lastname@example.org to discuss
How do I raise a refund request?
Refund terms and conditions including how to raise a refund request can be found here
How can I add an additional person to my household membership?
To add a person to your membership please contact us using our customer enquiry form above.
I've cancelled my Direct Debit membership but would like to rejoin. How can I do this?
Firstly, we suggest that you reset your password as you will need this in the steps that follow. To do this click here. It will ask you to enter your email address. Enter this to request a password and follow the instructions within the emails to reset your password. You will need to make sure that the password you create is 8 characters long and needs to include at least one upper case letter, lower case letter, number and a special character (%,&?#).
Once you have your newly created password, keep it safe.
- Go to WALES
- Click on JOIN
- Select your nearest centre
- Select ‘Start / Restart a membership’
- Select your desired membership
- Select when you wish your membership to start from; by default it will select today’s date (please be aware that the date you select is the date from you which you can make bookings for sessions. If you attempt to make a booking prior to the start date you select it will charge you, even if the session date is after your selected start date. This is because ‘advance booking’ is a feature of your membership, but your membership will not have started.)
- Next, as a previous member you don’t need to enter your basic details; instead, jump straight to the section that says, ‘Do you have an email address and password?’ Select YES and enter the email address above and your newly created password
- Double check that all your details are correct; if not, update accordingly and then click next
- Follow the payment instructions
- Once completed you will receive a confirmation email from us, you are now ready to make bookings.
I need to update my direct debit or personal details
Update personal details
To update your personal details, you can do this yourself by simply logging into your account through BOOK (via our website);
- Enter your email address and password
- Once logged in select ‘My Account’ top right of the screen
- You will then have 3 options; General details, change password and preferences. Select the one you wish to make changes to.
Update bank account details
To update your bank account details you will need to contact our customer service team either by using the customer enquiry form or alternatively you can visit your local leisure centre and speak to one of our customer service assistant who is able to make the change at reception.
Any change in direct debit details must be done prior to the 19th of the month in order to adjust in time for the next payment, changes after this will mean your next payment must be made manually on the 1st.
Please email email@example.com to request a change of direct debit details.
How do I cancel my membership?
If you wish to cancel your membership please email , please email firstname.lastname@example.org to discuss
SWIMMING POOL & SWIMMING LESSONS
Can I bring swimming aids / equipment with me?
Yes, you can bring your own swimming aids and equipment with you.
Can I move between lanes during the session?
We ask that you check with the lifeguard or pool attendant first.
Are the disability hoists available?
Yes, the pool hoists will be available for customers who require them.
Are there swimwear and goggles on sale in the centre?
We do sell goggles in our centres but we don’t have any swimwear on sale.
Why are pupils being reassessed?
Children have missed twelve months’ worth of lessons over the past year and techniques and skills in the pool will have regressed during this period. Our swimming teacher teams will be completing initial assessments to ensure that we can support and develop the skills which need the most focus during the first 4-6 weeks of lessons.
All pupils will be assessed against their progress based upon their ability to demonstrate water confidence and achievements against the ability group criteria.
How long do I need to arrive before the start time of lessons?
All customers should arrive 10 minutes before the start time of their lesson. Centre staff will be on hand for support and explain the customer journey process.
What does ‘pool ready’ mean?
We ask that all children arrive to the centre with their swimwear underneath clothing such as a tracksuit or onesie (something easy to remove). We will ask all children to ensure they have their swimsuit or trunks, swimming cap and goggles.
If for any reason you cannot get your child pool ready before getting to the centre we will have limited areas for them to change.
Where do parents and/or guardians spectate?
Parents and Guardians can spectate in the viewing area on the first floor. You can meet your child at the exit point once the lesson has concluded.
Who can I speak to if I have any questions?
Centre staff will be able to direct you to our Learn to Swim Co-ordinator who will be to answer any questions you may have about our new lessons.
What qualifications do the swimming teachers hold?
All our swimming teachers hold the National Governing Body recommended qualifications and also hold an enhanced DBS (The Disclosure and Barring Service) check. In addition, our teachers all undergo Safeguarding training.
When will assessments take place?
Progress will be continuously monitored and tracked against what children are learning each week by the Swimming Teacher. The focus during the first 4-6 weeks of lessons restarting is to ensure all children re-learn the basic skills to feel safe and confident in the new normal for swimming lessons.
During the first 4-6 weeks, Swimming Teachers will ensure that pupils are working towards the correct awards and are in the correct class for their ability.
Why is my child wearing arm bands?
Your child’s safety is our priority and they have been away from our pools for a significant amount of time where their ability may have regressed.
Your lesson may have also changed pool or location and arm bands or suitable aids may be utilised by your teacher to ensure your child is safe once they return to the water, particularly in the first few weeks where our water safety briefings will also be given as part of returning to lessons.
Why are there different bather loads for different activities?
Maximum bather occupancy cannot be determined by just using a single number and applying that to all lessons.
The activity being undertaken has an effect on how you control distance and time, therefore a minimum of 6 m2 would be in a setting where you can control distance and limit the time at which participants come close.
Each Actif Leisure centre has its own app home screen which is made up of tiles.
When the app has been downloaded, the first screen that will appear is the list of available centres that you can choose from. All Actif Sport and Leisure centres are listed in alphabetical order. Each centre has a welsh only or english only home screen, check the title of the centre before selecting e.g. the welsh title for the centre will take you to the welsh home screen for that leisure centre.
- To access the content, click on the relevant buttons on the centre’s home screen.
- Different sections or buttons have different content e.g. ‘My Centre’, ‘My Bookings’, ‘Book Gym/Swim’, ‘Book a Fitness Class’, ‘News and Connect with Us’, ‘Win Prizes’ and ‘App Help’.
- Each centre enables you to book your activity in advance, view real-time and latest timetables and make cancellations if needed.
- To go back to the centre options, click the menu tab at the top left of the screen (three lines) where you can move from one centre to another centre.
- Different centres have different facilities, therefore some centre home screens won’t have exactly the same information e.g. Llandovery only has a swimming pool whilst Newcastle Emlyn and St Clears only have gyms.
- Remember to turn on ‘Push Notifications’ for selected or all centres, to ensure that you don’t miss any updates from Actif!
Adding or switching between centres
When the app has been downloaded, the first screen that will appear is the list of available centres that you can choose from. Actif Sport and Leisure centres are listed there in alphabetical order. Each centre has a welsh only or english only home screen, check the title of the centre before selecting e.g. the welsh title for the centre will take you to the welsh home screen for that leisure centre.
In order to add centres to the ‘My Clubs’ tab, follow these steps:
- Click the three-lined menu icon (top left)
- Click My Clubs,
- Click the + button on the top right of the screen
- Choose your centre in the English or Welsh
When a home screen has been viewed once, all the centre names will appear under ‘My Clubs’ and makes it easier for you to find a home screen of a particular centre in a few clicks.
The most recent 3 centres you have viewed will appear in the slide-out menu drawer which is listed under ‘Recent Clubs’.
To keep up-to-date with what bookings you have made, these are available under ‘My Bookings’ and can be viewed on any home screen (you will be prompted to log in if you haven’t already, just use your email address and Membership PIN).
I'm a member, how do i log in?
In order to book classes within the App, you’ll need to log in. You’ll need to use your Membership ID and PIN details.
- Got your login details? On booking a class or viewing profile pages, you can click on ‘Book’ for any activity and type in your ‘Member ID’ and ‘PIN’ to complete your booking.
You'll only have to do this once as your app will then remember your details, making booking or cancelling activities really easy.
If you have forgotten your username or password then there is a way to reset. Go to the login page and click on the ‘Reset Password’ button. Here, you’ll be able to enter your Member ID before being sent details of how to obtain a new PIN. These details will be sent to your registered email address.
How do i log out?
If you share your phone / tablet with someone else in your household and you need to log out of the account you will need to
- Click on the three-lined menu icon (top left)
- Click on account
- Then click on the icon on the right-hand side of your name to log you out
I don't have a login, how do i get one?
If you do not have an Actif membership with us, you will need to go to our JOIN page and register for either a,
- Pay as you go membership
- Direct Debit membership
Once joined, you will receive a confirmation email from us which will include your Membership ID and PIN allowing you to log in to the app and make bookings.
Already an Actif member but forgotten your login details?
Drop us an email at email@example.com requesting for your Membership ID and PIN and a member of the team will get back to you.
I've forgotten my password
Already an Actif member but forgotten your login details?
Drop us an email at firstname.lastname@example.org requesting for your Membership ID and PIN/Password and a member of the team will get back to you.
Booking gym, swim or fitness class
To book simply click on the button that related to the activity you wish to book e.g. Swim session, Gym session or Fitness class
- Scroll down and select the day/time you wish to book (we are only offering customers a chance up to 7 days in advance at the moment).
- Click on that activity
- Click BOOK
If you are logging in for the first time you will be prompted to put in your membership ID and PIN, but it'll only ask you once as it'll remember your details unless you log out of the app.
Once booked you can then
- add it to your Favorites
- add it to calendar or
- share with a friend
If you are a pay as you member you can pay per booking.
Login to Actif Anywhere
Actif Anywhere is our BRAND NEW live streaming platform.
One of the benefits of the platform is you can get your workout done without even leaving the house.
Not sure how to access?
- Click on the Online / Live classes button on the app home screen
- then enter your email address (the one you used when joining)
and enter your password (the same one you use to book your gym session / fitness classes / swim sessions) Forgotten your password?
If you have forgotten your password you can reset it easily by clicking here on the below
Reset my Password
When resetting your password be sure to only use letters and or numbers, please avoid any special characters e.g. %^& as the password will not work.
How to book a Live streaming class
Once you've logged into the Actif Anywhere platform you are ready to make a booking
- You can search for all activities or search by date (see below)
Once you've selected a date a list of all available sessions will appear,
- Click on the activity to see more about that activity and to book
- If you'd like to book this activity, click 'BOOK'
- Then select 'CONFIRM BOOKING'
Actif Anywhere, our live streaming and on-demand service.
What is Actif Anywhere?
Actif Anywhere is Actif Sport & Leisure’s Live Streaming & On Demand digital platform where you can access live instructor led sessions and 250 On Demand classes including Les Mills On Demand.
It's like being in a 'normal' fitness class just that you are taking part at home, in the garden, at work or maybe even in your local park.
What are the advantages of signing up to Actif Anywhere?
Why should you sign up to Actif Anywhere?
- Live and interactive
- Fits around your daily routine
- Simple to access and convenient
- Portable (you can do it anywhere!) and access the platform on 3 different devices - phone, laptop and tablet
- Train with your favourite Actif coaches
- High-quality and motivating instruction by our instructors
- Cost-effective as you don't need to travel anywhere
Actif Anywhere is included with all core fitness memberships with unrestricted access to all live classes (excluding NERS classes) and a full catalogue of On Demand classes. For PAYG members, there is free access to a limited number of On Demand content.
What classes are currently on the Actif Anywhere Timetable?
We are bringing you online fitness classes which you can take part in without leaving your home!
There are a variety of classes on offer with more to be added… including
- Power / Gentle Yoga,
- Exercise to Music,
- Dance HIIT / Gold,
- Family Fitness,
- Core & Stretch,
- Dumbbells & Core,
- Back to Fitness,
- Sculpt & Tone,
- Body Sculpt,
- Burn Lite,
- Legs, Bums & Tums,
- Actif Jama Party
What devices can I use to access Actif Anywhere?
If you have access to a smart device such as mobile phone, tablet or laptop, – you can access Actif Anywhere whether you're at home, at work or at the beach.
Actif Anywhere can be accessed on any smart device that has internet access.
Android devices or devices that operate a default Web OS / Internet explorer style browser may sometimes display a blank screen. To rectify this, ensure you log in.
How to log in?
Click here to log in using your e-mail address and password.
HOW TO CONTACT US
Can’t find what you’re looking for in the frequently asked questions? See below for alternative ways on how to contact us.
Our Customer Service Team are always on hand to help you with your enquiry.
Please note: We are experiencing a high demand of calls and emails both to our central customer service team and leisure centres direct at the moment. Please bear with us while our teams work hard to answer your enquiries via phone and email.
Please email email@example.com for assistance. If your query is regarding your membership or bookings, please include your member id, if known.
If you would like to speak to someone in real-time chat you can do so through our facebook page, search Actif Sport and Leisure and click on ‘Message’. This inbox is monitored between 9am - 5pm Monday to Friday.
ATTENDING OUR LEISURE CENTRES
Where can I find the prices for activities and facilities?
You can find our full price list here
What do I do when I arrive at the centre?
You can check in to your pre-booked sessions using your RFID button at reception or at the gates (Carmarthen)
Don't worry if you don't have an RFID button we'll sort you out on your first visit.
What do i need to know before attending the gym?
Before you attend the gym we ask that you book in for an induction to make sure you are comfortable with the equipment.
I've forgotten my water bottle, towel or goggles?
Don't worry we have a small selection of items for sale to cover the most frequently forgotten items,