LOGIN & REGISTRATION
Q: Why do I have to log in / register?
A: You don't. If you just want to browse the info available on the app, no sweat and no logging in.
If you want to see your club access info, book your best group exercises classes and receive notifications, you'll need to log in.
Q: Why am I having trouble logging in?
A: You need to log in using your myvirginactive.co.za details. If you don't have an account, you'll need to register on the Virgin Active app.
Q: Why does it say "Oops, we can't seem to find you" message when I try to register? I entered all my details correctly and I'm seconds from throwing this phone out the window…
A: One word. Don't. If you're having trouble registering it may be because you're not a Virgin Active member. Now, if you are a member and you still can't register please give us a call on 0860 200 911 and we'll move mountains to make sure your app is up and running in no time.
Q: I forgot my username and/or password. What now?
A: Well done, you're human. Just click on "Forgot username" or "Forgot password". Follow the prompts to get your username or set up a new password. Easy peasy.
Q: Why am I having trouble logging in with my email address?
A: In this scenario, one of two things are happening. 1. Your email address isn't unique - admit it, are you secretly sharing an email address with someone? 2. You haven't registered with it yet. Simply register with your email address in the Virgin Active app or contact firstname.lastname@example.org if you need help.
Q: Is there an age restriction on the app?
A: You betcha. You must be 14 years or older to register on the Virgin Active app.
Q: Can I access the Virgin Active app as a non Virgin Active member?
A: Sure you can, but you'll only be able to use some features like the club finder. If you're a member, you have to register on the Virgin Active app to get all the app's awesomeness.
Q: What password do I use to access the Virgin Active app?
A: Your myvirginactive password and your app password are the same. If you haven't registered on www.myvirginactive.co.za, you can register on the Virgin Active app.
Q: If I reset my myvirginactive password will it change my Virgin Active app password and vice-versa?
A: Yes, both will change with immediate effect.
Classes & Bookings
Q: What does "Just show up" mean?
A: This is a class that you can't book with the Virgin Active app, so you just have to show up and find a spot. P.S. You may want to arrive a little early to make sure there's space.
Q: How many days in advance can I view the Timetables?
A: Our timetables are planned a week in advance, so you can check out which class is happening a week from your current day. Say it's Tuesday, you can view all the classes up to the next Tuesday.
Q: When do bookings open for a class?
A: Bookings are open seven days in advance.
Q: Can I book for a friend?
A: Nice try. Unfortunately only one booking is allowed per member. But you can always invite your buddy to download the Virgin Active app and book for themselves with the "Tell a friend" feature.
Q: Once I have chosen my spot in the class, how will I know it's been booked?
A: A message will appear on the screen to show that you were successfully booked. Woohoo.
You'll also be able to view the spot you've booked, plus you'll now be able to see a "Cancel Now" button in case you want to cancel your booking.
Q: Will I receive an email confirmation of my booking?
A: Nope, not unless you've choosen the "Add to Calendar" option.
Q: To what calendar will my booking be added if I choose the "Add to calendar" option?
A: To your Virgin Active app calendar, which you can find in the "My bookings" section on the "Classes & bookings" page. We'll also send you an email reminder 24 hours before your class.
Q: How will I know my booking was cancelled if I choose "Cancel my booking"?
A: You'll receive a message confirming your cancellation. If you've selected to receive the notification, you'll also get an email confirmation of your cancellation.
Q: Why if I search by instructor can I only see a few days of the calendar and not the week in advance?
A: Because we're only showing you the classes taught by that particular instructor. Duh. So if they're only teaching one class for the week, then that's all your timetable will show.
Q: Where will I be able to view other club's timetables?
A: Choose "Classes and Bookings", then click on the search button, select the club you'd like to view and their timetable will show.
Q: What do you mean by "50% Booking limit reached"?
A: If you're booking online, only 50% of the class can be booked, but don't stress, there are still spots available. If you haven't made a booking, just come early to secure your space.
Q: When do bookings close?
A: Bookings close 30 minutes before the start of a class.
Q: Why can't I make multiple squash court bookings for the same evening?
A: Uh because, like, that's a bit unfair. We like everyone to get their active on so only one squash court booking is allowed per member during peak times. That being said, we're sure if you chat to your club's general manager something can be arranged.
Q: What happens if I can't make my booking?
A: Just be a cool human and cancel it when you realise you can't make it (at least 30 minutes before the class starts). You can cancel any class from your 'My bookings' screen.
Q: What the heck?! I booked but you guys gave my bike away!
A: Your bike might be being given to someone else if you're not checked in and your bum's not on your bike's saddle at least 5 minutes before the class start time. So make sure you ride on time.
Q: You suck! I booked but you guys gave my spot away!
A: We're super sorry, but there's always the possibility of your spot being given to someone else if you're not at The Grid, or other classes, at least 5 minutes before the class start time. So please be prompt.
Q: What the…?! I booked but you guys gave my court away!
A: We're super sorry, but if you're not waiting at your booked court at least 5 minutes before your booked court time, then the court will be up for grabs to other members.
WORKOUTS & CONNECTED DEVICES
Q: I don't see my favourite 3rd party apps and devices, are you adding more?
A: We're continuously adding more. If there's something you'd like to see, let us know so we can add it to the list email@example.com
Q: Can I link more than one 3rd party app and device?
A: Yes, you can link multiple devices and they'll all track. Nice.
Q: How do I link 3rd party apps?
A: Easy-peasy, just do the following:
Create a 3rd party account (if you don't already have one)Sign into your account on the Virgin Active app and go to "Connected apps", then follow the promptsClick 'link' for the accounts you want to connectAuthorise info sharingAnd done.
Q: I don't see my 3rd party app summary on the "Dashboard" page. What's the deal, are my accounts linked?
A: Try one of these simple steps to make sure your account is linked properly:
1. Log out and sign back into your 3rd party app account
2. Log out of the Virgin Active app and sign back in (please note, if you're using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears on the app)
Still having problems? Email firstname.lastname@example.org
Q: Why do I have workout duplicates?
A: If two 3rd party apps are linked to each other and linked to your Virgin Active account you'll see duplicate workouts in your workouts tab because both sources will send data to Virgin Active. You can easily delete duplicates by swiping right on the entry you'd like to remove. Get it?
Q: When I sync my workouts on my device, or manually add workouts, will this all count towards my Set Goals?
A: Yes, every workout completed and logged will update your Set Goal.
Q: How soon after using SnapCapture will my workout appear in my workouts summary?
A: It can take up to 24 hours.
Q: There's no option to link my device in the Virgin Active app, how do I download my workouts from my device?
A: If you can't find an option to link your device in the Virgin Active app you should create a Strava account. Next, link your device to your Strava account and then connect Strava to the Virgin Active app under the "Connect Device" option. Yup, it's taking the long way around, but it works so.
Q: How long does a challenge last?
A: They vary. Check out the "Challenge" page on the Virgin Active app to view the challenge details or ask the friendly reception folk at the front desk of your club.
Q: What if I am on holiday (or abducted by aliens) during the challenge, but I still want to participate?
A: Easy. You can participate on-the-go, just link to your 3rd party apps/devices under the "Connected Apps" tab.
Q: Can I participate in more than one challenge?
Q: What?! My workouts are missing from the challenge?
A: We get it, you've worked your butt off to take part in a challenge so the idea that your workouts aren't being recorded, well, that's downright unacceptable. To avoid this horror, make sure your 3rd party devices are connected and syncing properly, alternatively use SnapCapture to take a pic of your cardio machine's results screen with your post-workout stats.
Please visit the "Challenge" tab on the Virgin Active app for full challenge details as rules can differ per challenge.
Heads up: If you're using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears on the leaderboard, so don't stress.
Q: I signed up for the challenge but my workouts aren't counting towards it?
A: Please check the start date of the challenge in the Virgin Active app, it may not have started actually yet. When the challenge officially starts your workouts will begin being recorded. Again, if you're using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears on the leaderboard.
Q: How do I leave a challenge?
A: Simple. Sign into the Virgin Active app, go to the "Challenge" tab and select the challenge you've joined. From there, you can click on "Leave" in the upper right corner. This will remove you from the challenge.
CLUB VISIT HISTORY
All your club visits are sent to a central system, which is updated on a daily basis.
Q: Sometimes it takes a while for my club visits to show. What's going on?
A: Sometimes slight delays happen, which means your club visit may not have been recorded because this information is only updated once a day. It may happen that your club visits weren't yet available at the time of the update and isn't on your homepage yet, but trust us, they're there floating around in the cloud being all invisible.
Q: If I use my ID to get into the club, does it count as a visit?
A: You bet your butt it does. Just remember that you can only use your ID three times to get into the club. On the fourth time, you won't be able to get in and it may show as a failed visit on our systems, so you won't see it displayed on your homepage. Boo.
Q: I visit different clubs. Do you only show visits to my home club on the app?
A: Nope, we show all your visits to all clubs. This information is gathered simultaneously, but delays are, let's just say "a part of life". For example, in cases where a specific club's network is down, there may be some delay in displaying your visit to that particular club.
Q: My visits aren't showing at all. What could cause my visits not to display on my homepage?
A: Here are some of the possible reasons why your club visits aren't showing on your homepage:
You've tried to access your club with your ID four times in a row
- You've tried to visit a club that you're not a member of
- You've cancelled your membership or your membership has been suspended
- You've tried to access the club, but you need medical clearance before you can do so
- You've accessed more than once per day – this is probably a good time to tell you that we only record one visit per day on the Virgin Active app (although you can see all your visits on the myvirginactive website).
Are you tracking your club visits for your medical aid reward programme? Cool, just know that your club visit stats may vary from those of your medical aid reward programme's. This is because some insurers don't count more than one club visit per day. If your club visits aren't showing at all, please call 0860 200 911.
Q: I have some ideas for new features. How do I pass that along?
A: We love receiving feedback and new ideas and will respond to all inquiries. Just pop them in an email and send them our way email@example.com.