It’s been great to see so many of you signing up and getting your hands on the new app. As so many of you have started using it, some delays have emerged in processing information and we’ve received a number of enquiries, a few common questions are answered below.
As well as the app, you can log on to your account by using this link once you log on, you may find it easier to navigate to see your schedule. Click here to view some helpful tips on navigating and updating your account. If you forget your password to your account, please let our reception team know and they can email you a link to reset your password. Your username will be what you have chosen when you accepted the invite.
Reporting an absence / booking in a make-up:
Once you have marked yourself as ‘early cancel/reschedule’ it sends a notification to our reception team who then assign you your make up tokens.
You will not be able to re-book the make up session until we have done so. Usually we can action these immediately, but for August we ask that you follow up with an email to request a token as we know not everyone will want to re-book during their holidays.
How to see my class schedules on the app?
When you have downloaded the Memberme+ app, please make sure you have clicked the menu bar on the top left of the page, and in ‘settings’ log in using the username and password that you created. Once logged in, use the menu bar and select ‘bookings’. This will show you the day and time of your upcoming lessons.
How do I see my schedule on the app?
When you download the app please sign in first and you can then see your schedule.
I can’t re-book my lesson for another day?
At the moment we are asking members to report their absence if you are unable to attend in August. If you would like to book into an alternative day/time in August, we will need to issue you a makeup token, once you receive this you can book into an alternative class using up the token. Please email us if you would like to be issued a token as we won’t be automatically issuing everyone one as they may not want one if they are away.
Am I being charged for August?
No, lessons in August are free, your first direct debit is 1st September. If you see an invoice for August on your account, please ignore, these will be removed shortly.
What if I’m not ready to return yet?
Please email us and let us know as we can freeze your account for a couple of months, until such time you wish to return.
I haven’t received an invite?
Please check your inbox, promotions, junk and spam inboxes first. If you still haven’t received an invite please email us and we can check we have your correct details on our system. (We have received a high volume of emails over the past few days so we apologise if there is a delay in responding).
Can I change my class on a permanent basis?
This would need to be done through reception as previously arranged. You can email us your membership details and with your preferred change of class and we can update for you.You can view the classes on your account to get an idea of the spaces available.
Is the price of the lessons changing with class times being reduced?
No, the lesson prices remain the same. We have redesigned our lesson structure with more focused practices and shorter play times whilst still maintaining the play element essential to a child’s learning. This means we are able to deliver the same consistent and high-quality lesson in a 20 minute period. These changes will make your time at the pool shorter, with social distancing easy to maintain, without compromising the quality of the lessons. If you feel that you want more time and attention for your child, enquire about private, one to one lessons.
My Instructor has changed / I can’t find out regular Instructor on the app?
A couple of our Instructors aren’t coming back until September (AJ & Jess) so we have some of our other Instructors covering their classes. This may mean that your usual Instructor may be covering their classes so for a couple of weeks can not cover their own. Babs will be back teaching Beginners from September but will be covering P&C Tue PM instead and Finlay, our weekend Instructor, will be covering Beginners for a couple of weeks. The P&C classes on a Tuesday afternoon will go back to Jess from September as AJ was covering her maternity leave last year. All classes will have the Instructor listed so you can always see who is teaching. There is the potential that your Instructor may have changed due to the change of our lesson schedules, however we have done out best to retain you in your previous class with your Instructor, however this has not always been possible. To find out more about your Instructor you can visit our website ‘Our Team’.
How I book for Lane Swimming?
If you are a direct debit Lane swimmer, you will have been issued some tokens on your account for August, you can use these to book in where there are spaces. If you would like to book a lane swim as a one off, please call Reception to pay and book in. We are continuing to work on our new software and soon you will be able to pay online for individual lane swimming.
We hope this additional information helps and thank you for your continued support and patience.
Our reception team will be more than happy to help on
02380 781901 from 10am-6pm Monday to Friday.
Alternatively, email firstname.lastname@example.org and we will respond as soon as we can.