FAQ

frequently asked questions

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When will health suites (sauna, steam etc) reopen?

Our Facilities Management team completed an audit of health suites across the city discovering the repairs and maintenance required to make them safe and functional again. The required work (and costs) are being appraised as part of a wider review of how Glasgow Life can best serve the many (sometimes competing) needs and interests of our variety of service-users. It’s vital because budgets and staffing resources have been so badly affected by the pandemic. When this process is complete, we’ll let all our customers know what our plans are regarding our health suites.

Since reopening existing members have been presented with the opportunity to reactivate their membership based on the activities available at the time (not those available before the pandemic). Just like new members, everyone must decide whether this represents good value for money to them as an individual. For this reason, we won’t refund membership fees in part or in full if we can’t reinstate additional programmes or activities that my have been included in membership before venues closed in March 2020.

Spa treatments have resumed at Refresh Spa at Emirates Arena. The thermal experiences that form part of the spa offer remain closed at this stage. Ongoing repair work on these is required. It’s important to recognise these have never formed part of the network of health suite facilities that were available before COVID-19.

In the meantime please note:

  • Many public and private gyms are closing or have closed their health suite facilities and pools in the face of rising energy costs
  • The average price across for a membership that includes gym, swim and classes only (i.e. no health suite) in Scottish leisure centres is £35.31 per month. Our month-to-month price was reduced from £34 to £27 (our former 12-month contract price) when we reopened.
  • Contract obligations were removed too so no members is being held to anything they don’t want.
  • We’ve had months of lockdown with no membership income. Meanwhile we still incurred costs to keep buildings secure and ready for reopening, as well as providing services in other formats such as digital (at home) fitness which is still available at no extra charge.
  • All customers with memberships frozen in March 2020 and not cancelled have enjoyed up to 2 months extra free when reactivating - £54 of value
  • Budgets and staffing resources are limited as a result of the pandemic.
  • Annual lump sum payers who bought a membership before the pandemic are entitled to a pro-rata refund of any unused months if they choose not to return.
Updated on:
November 1, 2022

Why do I need to book a swim?

Much of the UK leisure industry is experiencing disruption to services as a result of staff shortages. This is particularly challenging when it comes to swimming as minimum numbers are needed to keep you and your family safe. We’re continuing with our efforts to recruit and train staff to address this.

Some years ago, the cost of providing an individual swim was calculated at over £11. Since then, energy costs have risen steeply and there is a global shortage of the chemicals used in swimming pools. It's perhaps unsurprising that we are now seeing most pools across the UK operating timed sessions and many having to restrict opening hours or close completely. We run thousands of swim sessions and swimming lessons every week, so operating sessions with a fixed capacity, just like many other operators have introduced recently (or have always done) helps us ensure everyone visiting our venues has the best and safest experience possible.

Earlier this year we introduced an easier way to book a family/group into a swim in a single transaction on our app/website. We’ve also increased the capacity of each lane swim. Please note a session that shows as fully booked may not appear so when you arrive. This is because we allow people to turn up at a time that suits them within the session time since not everyone wants to swim for a full hour and not everyone can start at the exact start time of a session.

Though it's likely to help you avoid disappointment, advance booking is not strictly required. After all, we know some customers don’t have access to the internet or the means to pay over the phone. However, if those who are able to book and pay before they visit do so, it reduces the likelihood of customers who have no choice but to attend ‘on-spec’ (or who do so unaware that booking is recommended) being upset should they find a session is full.

Updated on:
November 1, 2022

Why can’t I add myself to a waiting list?

In the days and hours leading up to an activity, many of the original bookings are cancelled. Our booking software includes a waiting list function. It checks every half hour whether spaces have become available and if so, triggers an email offering the opportunity to book to everyone on the list.

Once the emails are sent, the system waits for a response. The booking system can't tell if those receiving them aren't checking their email or have changed their plans/no longer want a space. When this system was switched on it was leading to spaces tied up by the system and there was no way to override this so spaces often remained empty even as the activity started.

In January a technology problem stopped the emails being able to be sent altogether. It meant we had to switch off the waiting list completely otherwise all activities would be stuck half full. Repeated attempts to find the source of the problem with the email system have failed and we're still working on it. We did see more spaces filled by members than when waiting lists were switched on though. Having to manually check for spaces in the hours leading up to the class, whilst not ideal, seemed to work better than a waiting list, even if it was less convenient

We’ll keep working on a fix to the email system, and also new challenge: the growing number of people who book but cancel at the last minute. Until we can resolve these issues, we thank you for your patience.

You may find it helpful to add classes you want a space in to your “Favourites” - this can make it easier to check on them regularly. This video shows how this works:

Updated on:
May 25, 2022

Why are there no longer any health suite facilities in Scotstoun?

The overall upgrade and refresh programme within the pool area at Glasgow Club Scotstoun was reassessed following the initial postponement in March 2020 due to Covid-19.

After careful consideration of the funding available for the project, we re-evaluated the results of the customer survey carried out when the pool refurbishment was first announced in 2019. Based on this feedback and analysis of which areas of the pool were most utilised prior to its closure, the strategic decision was made to remove the health suite facilities from Scotstoun in order to repurpose these spaces to increase available changing facilities and toilet provision for all.

By repurposing the health suite space within Scotstoun pool, we have created a facility which delivers the services we know our users want, and makes better use of Glasgow Life’s budget.

Updated on:
June 16, 2022

I've got a problem with the app - how do I fix it?

Sorry you're having problems.

KNOWN ISSUE(s)

Time Out / Service Unreachable

There's a bug in our app at present, affecting customers who have two or more active or recent (past 7 days) bookings for the following activities:

  • Recreational swimming
  • Play Gym
  • Clip n Climb and Soft Play

For these users, displaying My Bookings or attempting to book the activity types above may cause the app to time-out - you see a spinning circle and a message saying, "Service unreachable". We're working with our software supplier on a fix and until then, you can use your usual details to log into our online booking page (https://myglasgow.club/book) where you can view and manage bookings. We're sorry for the inconvenience.

All other features of the app are working fine so if you are experiencing other problems, please see the advice below.

HAVE A DIFFERENT ISSUE?

If no-one else you know who has the app is seeing the same problem or you're unable to check this with anyone, the following are the first things to try. We recommend you try each option and test before moving on if the problem hasn't been resolved.

1. Quit and restart the app

Note: we don't just mean swipe up then tap the app icon again - phones and tablets generally leave apps running in the background. Below are instructions to close the app completely and reopen it from scratch:

For Apple phones or tablets

(e.g. iPhone/iPad/iPod Touch): Apple Support (UK)

For Android phones or tablets

(e.g Samsung / Google / OnePlus / LG / Xiaomi / Motorola / Nokia etc: Lifewire.com


2. Log out and back in to the app

  1. Open the Glasgow Club app
  2. Tap the Menu ≡ (top-left of the screen)
  3. Tap Accounts
  4. Tap Sign Out (bottom of the screen)
  5. Tap OK
  6. Tap Menu ≡ (top left of the screen)
  7. Tap any Venue name
  8. Tap My Bookings and log in again


3. Delete and reinstall the app

Apple phone or tablet (e.g. iPhone/iPad/iPod Touch)

  1. Tap and hold the Glasgow Club app icon on your phone/tablet homescreen
  2. Tap Remove App
  3. Tap Delete App
  4. Open the App Store app
  5. Search for Glasgow Club and tap ☁️ to re-download it

Android phone or tablet (e.g Samsung / Google / OnePlus / LG / Xiaomi / Motorola / Nokia etc)

  1. Open the Google Play Store app
  2. At the top right, tap the profile icon
  3. Tap Manage apps and devices then Manage
  4. Find and Tap Glasgow Club
  5. Tap Uninstall
  6. Open the Google Play Store app
  7. At the top right, tap the profile icon
  8. Tap Manage apps and devices then Manage
  9. Tap the Installed button and change it to Not installed
  10. Tap the checkbox next to Glasgow Club and then tap install (downward arrow, top-right)


4. Tried all the above and still got problems?

Please get in touch at glasgow.club@glasgowlife.org.uk remembering to include:

  • full details (screenshots/video if possible) of what you're experiencing
  • which venue home screen you're using
  • the brand of device you're using
  • which version of the app you have installed - tap the Menu ≡ (top-left of the app home screen) and look for the number at the bottom of slide-out window
Updated on:
November 22, 2022

How do I cancel, transfer or refund a booking?

Cancelling a membership inclusive/free booking

If you made a booking that did not require payment (e.g. if the activity was free/included in your membership) it can be cancelled in our app or online booking website.

  • Tap "My Bookings"
  • Select the booking you want to cancel
  • Tap the "Cancel" button (if this is greyed out see below)
Paid Bookings / Refunds

The 'shopping' process is handled by a different system from checkout/payment. This keeps your card details secure. Human intervention is required to reverse the payment or handle an exchange. By comparison, a booking included in membership costs zero so cancellation is quick and easy. 

If Glasgow Life is unable to provide your activity (e.g. an unexpected closure occurs):
  • If you paid in our app/website our customer support team will process a refund for you automatically – no action is required on your part
  • If you paid at venue by phone or in person, the reception team will offer a transfer to a new session of the same value OR process a refund to the card used to pay for the original booking, only refunding cash if you paid this way.
If YOU wish to cancel a 'Pay As You Go' booking

All Pay As You Go bookings are payable in advance and non-transferrable or refundable, so please ensure when making the booking that you are definitely able to attend. In exceptional circumstances, the manager of the venue or programme running your booked activity, may at their discretion, offer an exchange or refund. We cannot guarantee this will be possible and any refunds approved will be made using the original payment method.

Updated on:
November 18, 2022

How do I get a membership card or RFID band?

Just Joined? 

If you've joined online you can pick up a membership card or RFID band on your first visit. Just ask at reception.

Membership cards are free so if yours is lost/damaged please ask for a replacement which will render your original card/band unusable by anyone else.

Your first RFID band is free as a pay monthly member or £2 for Pay As You Go users.

Lost a card or band and need a replacement?

All customers can collect a replacement member card at reception for free.

A replacement RFID band can be purchased at reception for £2

Pay As You Go users may also pay a £2 deposit for an RFID band to be able to use RFID enabled lockers (where these are available) and return the band for a refund of this on each visit. NOTE: With this option, the band is not linked to your account so can only be used with the locker (no other features are available).

Updated on:
August 25, 2022

Will the Glasgow Club App work on my Android or Apple phone or tablet?

Apple Devices(iPhone / iPad)

iOS 16 is the current version. iOS 10 was released September 2016 and this is the oldest version of the operating system our app is compatible with. You’ll find this info on the Apple App Store description of it. If your phone can support a more recent iOS version then upgrading it should help, and is recommended anyway to keep your device secure for everyday use. You can find out how to check your iOS version and also find out how to update iOS on Apple’s website.

Android Devices

The current version of the operating system is Android 13. In December 2016, Android 7.1 was released, and this is the oldest version of the operating system our app is compatible with. If your phone can support a more recent Android version, upgrading it should help, and is recommended anyway to keep your device secure for everyday use. You can find out how to check and update your Android version on Google’s website.

Why doesn't that app work on ALL phones/tablets?

Like most apps, ours is continually being improved to stay up to date with changes in smartphone technology and compliant with necessary security updates. Changes don’t always mean you need a new device. An update to your phone or tablet’s operating system is usually all that’s required. Sadly, our devices do eventually reach an age where they can’t keep pace with the latest operating system releases. if you aren’t ready for a new phone or tablet, the same email and password you use for the app works on our booking web page. We try and retain compatibility as far as possible. Windows phones are the exception with too small a user-base to justify the development costs of providing an app.

Updated on:
October 24, 2022

What is an RFID band? How do I get one?

What’s an RFID band?

It's a silicone wristband with a microchip in it that stores a unique code that identifies your membership.

What does it do?

At venues with automatic access gates and/or RFID enabled lockers:

  • Bypass the queue and tap to open access gates to enjoy pre-booked activities
  • Lock and unlock RFID-enabled lockers (no more hunting for coins or carrying a key during your work out)
  • Quickly and easily log into RFID-enabled gym equipment to access your programme, monitor your progress and sign up for challenges
  • Exit the car park at Glasgow Club Gorbals without having to remember to collect a code from reception

How do I get one?

You can collect a band from reception when you visit a venue with self-service access control gates and/or RFID enabled lockers - currently available at:

  • Gorbals
  • Kelvin Hall
  • Scotstoun
  • Tollcross

How much does it cost?

If you’re a Pay Monthly member you’ll get your first band free. If you need a replacement it costs £2

If you visit us on Pay As You Go basis, you can buy your own band for £2. Alternatively you can pay a £2 deposit, refunded when you return the band at the end of your visit. NOTE: returnable bands are not linked to your account so they can only be used to operate the lockers. The other features above require that you buy a band for £2

How is it different from a membership card or key fob?

Cards and fobs have a single function - they let you access the venue. RFID bands have other benefits (above) and offer greater convenience.

RFID bands can be read quicker and from much further away than the barcode on your membership card/key fob. It doesn’t need line-of-sight so you’re less likely to experience difficulty scanning through access gates.

It's fully waterproof so you can swim with it too.


What if I lose it?

You can buy a new band for £2 or continue to use your membership card and coin operated lockers.  If you let us know its lost, we’ll remove it from your account to ensure no-one else can access your personal information or activities you’ve paid for.

 
Can it be returned/recycled?

Yes, if you stop your membership or you’re simply not using your band, please hand it back at reception so we can reduce waste by recycling it

 

Which venues can I use it at?

You can use your band at the access control gates and lockers in Glasgow Club Gorbals, Kelvin Hall, Scotstoun, and Tollcross.

All our gyms also have RFID enabled gym kit so you’ll be able tap your band to access your personal programme, monitor your progress and take part in challenges once you’ve set up a free MyWellness account. Any of our gym team can tell you more and assist you with this.

 

Why are there different coloured bands?

 Members are allocated a band based on the type of membership they choose.  This helps us identify younger members and those who maybe new to exercise and need some additional support when accessing activities. It also helps us ensure members are accessing sessions which are appropriate for them and are included in their choice of membership.  

Are they latex-free?

Yes, the bands are pure silicone and contain no latex so you can still wear one if you have a latex allergy.

Updated on:
November 22, 2022

How do I cancel my Glasgow Club membership?

We'll be sorry to see you go and please get in touch first if you think there might be something we can fix for you.

If you have a venue membership paid by monthly direct debit you can simply cancel your Direct Debit instruction to pay "Culture & Sport Glasgow" with your bank (usually possible in a banking app or by phone) at least 7 working days before the next payment is due. Your membership will finish at the end of the last period you paid for (so normally the 6th of next month) and no further payments will be requested. See our updated membership terms for details.

If you have an online-only membership you can visit https://glasgowclub.online and log into your online fitness membership, then under Billing click View or Cancel plans where you'll see a link to cancel any paid membership plan. You'll be asked for a cancellation reason (this feedback helps us keep improving) and have the option to end immediately or retain access until the end of the period you've paid for (usually up to the end of the month or any trial period).

Updated on:
June 8, 2022

What's happened to the Platinum card / loyalty scheme

For a few years before the pandemic we ran a loyalty scheme that recognised members who had stayed with us for five years or more. Sadly the majority of the businesses who offered platinum members a discount have folded in the past 18 months and most other services which attracted a discount are no longer available.

We were spending a good deal of time pursuing new offers and discounts, and checking existing ones remained valid. We were also having to issue new plastic cards on a regular basis which takes it's toll on the environment as well as our customer service team's limited time.

With income having been hit so hard and resources overstretched, we're sorry to say we're saying goodbye to the Platinum scheme. It doesn't mean we love our members any less - we're putting our thinking caps on to look at the best way forward with rewards and loyalty in the hope we can come up with something that's both sustainable and exciting.

Updated on:
September 3, 2021

How do I reactivate my membership?

We froze all memberships automatically in March 2020 when our venues had to close. If your membership remains frozen you can usually reactivate it by following our Reactivation Guide.

Owing to the amount that has changed (and continues to change), please note you are choosing to restart your membership on the basis of what is available and how things are working right now, rather than the way they were before the pandemic.

Updated on:
September 17, 2021

Do you offer any discounts?

We have a concession discount that reduces the price of monthly membership and Pay As You Go activities. If you think you meet the eligibility criteria first sign-up for any of our monthly memberships or register for Pay As You Go

Once this is done you can choose to either:

  1. Complete a form to send relevant proof of entitlement (it will take up to 72 hours to apply the discount to your account)
  2. Bring it with you on your first visit so our venue staff can add the appropriate amendment to your subscription.
Updated on:
September 24, 2021

Which classes are included in ActivClub membership?

ActivClub membership includes:

  • Unlimited swimming
  • Bookable ActivClub Gym sessions (see our app for booking/times)
  • Disability Sport sessions
  • Walking Football and Walking Netball
  • PLUS a selection of classes at no extra charge which you can see on our website

Any activity not included can be paid for when you book.

You can compare all our Glasgow Club membership plans to find what's right for you.

Updated on:
September 24, 2021

Are online classes still available now venues are open?

In 2020 we launched online fitness and you can now sign up for an online-only membership which might be helpful if it’s not the right time for you to come back in person, or your preferred venue isn’t open.

This remains available and will also continue to be included as part of your venue membership subscription.

For online-only workouts visit Glasgow Club Online to sign up or you canrequest access at no extra charge as a paying Glasgow Club member.

Updated on:
November 22, 2022

Why can't I purchase an annual subscription?

We're keen to see as many annual lump sum payers as possible move to a flexible monthly plan.

Servicing things like reinstatement, cancellation, freezing and 'unfreezing' of memberships has always occupied the majority of our customer service team’s time, and this takes even longer for annual subscriptions, so last year, we made a number of changes. We removed the 12-month minimum-term contract needed to access FitClub membership at just £27 per month, making it our best value membership, with no long-term commitment. We also changed terms and conditions to put the customer in control of their payments.

To stop a membership, whether permanently, or just for a month or two, it's now as simple as cancelling the direct debit instruction with your bank and rejoining again when you're ready. Like most other subscriptions these days there is now no contract, no credit agreement, no risk and no pursuing payment of unpaid membership fees – just a simple monthly payment you can stop and start for yourself.

Annual payers always represented a small, and ever reducing proportion of our members. Payment up-front for a whole year was based on activities and services available at the time, and just like our personal circumstances, we all know these things have been (and remain) subject to considerable change.

The increased flexibility we've introduced has therefore substantially reduced waiting time for customers seeking help with their membership and access to services we provide. This has been vital as we face operating in challenging and unpredictable times. Allowing more transactions to be completed through “self-service” enables us to continue helping those with complex enquiries and needs. Unfortunately annual memberships don't lend themselves well to this approach.

Updated on:
February 15, 2022

What are the current opening hours?

Opening hours vary from venue to venue.

By checking our mobile app or booking website you can see the times your chosen activities are available, and you can book into the sessions which suit you best.

Updated on:
October 14, 2021

Can I join Glasgow Club?

YES!!!

You can compare our membership plans and sign up from home for a monthly plan or Pay As You Go.

Updated on:
November 22, 2022

If I’ve reactivated my membership can I freeze / suspend it again?

We’re sorry we can’t offer freezing of direct debit memberships at present. We’ve simplified membership terms so you can just cancel your direct debit with your bank and re-subscribe when you’re ready.

If you cancel because you can’t freeze, and then return within 6-months, you’ll pay no admin fee and we’ll honour your current membership price. Please note: to take advantage of this you’ll need to speak to our customer service team by emailing glasgow.club@glasgowlife.org.uk when you come to re-join. This can’t be done via our website. Please also see the information on joining Glasgow Club

Updated on:
September 17, 2021

I need my carer with me to enable me to swim. Is this possible?

Yes, we can accommodate this - just make a booking for yourself (no need to book your carer too) and attend your chosen session. If the carer is there to make your visit possible, there's no charge for them.

If you have any specific queries or concerns you're welcome to phone the relevant swimming venue to to discuss this in advance:

Updated on:
August 1, 2022

If I can't use the app or website to book, can I phone a centre?

Yes - we've published info on how to make bookings and its a great help if you can book and pay in advance but we understand that for some activities and for customers without access to the Glasgow Club app or online booking, it makes more sense to phone venues to book, pay, and make enquiries.  

Updated on:
July 28, 2022

Where can I find more information?

We will provide regular updates through our social media channels as well as on the Glasgow Life website.

Updated on:
August 27, 2021

How can I make a donation to help support Glasgow Life?

As a charity, Glasgow Life is hugely grateful for the support it has received during the coronavirus pandemic, which has helped us to continue vital work in communities across the city during the most challenging of times. You can continue to help us by donating here.

Updated on:
July 21, 2021
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