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Frequently Asked Questions

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Frequently Asked Questions

Automated Waiting List

Read the email carefully, it will display the class you have expressed an interest in and where there is now space available. If you wish to accept that space you need to click on the link that says ‘Click Here to Make Your Booking’.  This link will then take you to a new page where you will be told either the space is confirmed, or you will be asked to pay if there is a cost related to the class.  Sometimes you will see a message that says ‘We’re Sorry, you are unable to make the booking at this time’ this means that the space is no longer available as someone else has booked it before you.  Alternatively if you have a restriction on your account which prevents you from making a booking you may see this message.

Sometimes you will see a message that says ‘Were Sorry, you are unable to make the booking at this time’ this means that the space is no longer available as someone else has already responded to the email before you and taken the space. Alternatively there may be a restriction on your account preventing you form making a booking.  The restriction could be because:

  • You have unpaid overdue sales
  • You may not be allowed to book at this specific site.
  • The link may have timed out, the links are only valid for 24 hours. If you received the email more than a day ago the link will no longer work.

Possible causes are:

  • No spaces become available and so we do not send you an email
  • You don’t have a valid email against your account. Check with your centre this is correct the next time you visit us.
  • The Email is in your trash folder. Check your spam / trash folders and allow emails from Updates@everyoneactive-email.com
  • Have you set up a rule on your email system to move any emails from a specific sender to a folder / delete them automatically?
  • Have you previously opted out of emails from us by clicking on unsubscribe. Contact your centre if you have who will arrange for this to be reversed.

The email address sending these emails will be Updates@everyoneactive-email.com. You should make sure that this address is not being considered Spam by your email system.

People have cancelled out of the class since the last email was sent. As soon as another customer cancels this means there is a space on the class.  This will remain until the next email run goes out to those on the waiting list advising that space is available.  Emails go out at set times in the day and not as soon as a space becomes available – this is to prevent customers receiving too many emails.

This is a change in policy in order to make the system fairer and more efficient. To try and make the waiting list fairer for all our customers the routine will send the emails out to everyone at the same time who are on the waiting lists.  Sending emails in priority order adds delay to the process as we would have to allow sufficient time for the first person to decline or ignore, before we send to the next person in the queue.  As spaces become available we wish to fill them as quickly as possible, and if cancellations happen near to the start time, there would not be sufficient time to go through a priority order.

We are aware this isn’t ideal and we are in the process of getting this changed in a future release as soon as we can.

No. At the moment we do not have any plans for this to work with Text messages.  We recommend that you open up an email account and advise us of your new email address.

Emails are sent out eight times per day currently but we are keeping this under review.  Customers will receive their emails shortly after the run time. The email processing times are: 07:00, 10:00, 12:00, 14:00, 16:00, 18:00, 20:45, 23:00.

Emails are sent to ALL customers who are on a waiting list for a class where a space has become available.

If you have previously chosen to Opt Out of emails, you will not receive them.

Book Online

A Dishonour Charge is a fee applied to your account for either a Late Cancellation or No Show of an activity you pre-booked. Details of this can be found in our Terms and Conditions. For more information please contact your chosen centre.

Everyone Active App

Currently we only have an Android version and iOS version. Other mobile versions can still use the website as this is responsive but won’t be able to use the app version due to the difference in platform development.

The Everyone Active app is available on both Android or iOS. To download the app, go to your app store search for Everyone Active and download.

Once downloaded, you can select your centre or centres by clicking “Clubs” and either type the name or search from the list.

Join Online

Currently we are only offering Adult Fitness Memberships Online, exciting new developments for Summer 2015 will mean that we will be able to offer a wider range of our memberships online, including Concessionary categories and Swimming.

The description displayed, when you select your preferred membership to purchase online, provides details of the centres and facilities that are included,  your chosen centre would be happy to provide further information if you wish to contact them.

Logging In Enquiry/Help

If you would like to reset your password you can do this by logging into your Everyone Active Account Online, Going to ‘Booking’ then going to ‘My Details’, in this section your are able to update some of your personal information including your Password or PIN.

Your Member ID is your Individual Reference Number which, along with your PIN or Password, will allow you to Login to our Website and to Make Online Bookings.

Your PIN is your Personal Identification Number which, along with your Member ID or Email address, will allow you to Login to our Website and to Make Online Bookings.

To obtain your PIN you can either Contact your centre and answer a few simple security checks or click on this link

https://www.exercise-at-slm.co.uk/Connect/MemberManagement/MRMpasswordrequest.aspx

An account can be locked if the incorrect login details have been entered 3 times or more. It can also be locked by a colleague in Centre for security reasons. To establish the reason for the account being locked and unlock it please contact your centre.

Membership

Read the email carefully, it will display the class you have expressed an interest in and where there is now space available. If you wish to accept that space you need to click on the link that says ‘Click Here to Make Your Booking’.  This link will then take you to a new page where you will be told either the space is confirmed, or you will be asked to pay if there is a cost related to the class.  Sometimes you will see a message that says ‘We’re Sorry, you are unable to make the booking at this time’ this means that the space is no longer available as someone else has booked it before you.  Alternatively if you have a restriction on your account which prevents you from making a booking you may see this message.

Sometimes you will see a message that says ‘Were Sorry, you are unable to make the booking at this time’ this means that the space is no longer available as someone else has already responded to the email before you and taken the space. Alternatively there may be a restriction on your account preventing you form making a booking.  The restriction could be because:

  • You have unpaid overdue sales
  • You may not be allowed to book at this specific site.
  • The link may have timed out, the links are only valid for 24 hours. If you received the email more than a day ago the link will no longer work.

Possible causes are:

  • No spaces become available and so we do not send you an email
  • You don’t have a valid email against your account. Check with your centre this is correct the next time you visit us.
  • The Email is in your trash folder. Check your spam / trash folders and allow emails from Updates@everyoneactive-email.com
  • Have you set up a rule on your email system to move any emails from a specific sender to a folder / delete them automatically?
  • Have you previously opted out of emails from us by clicking on unsubscribe. Contact your centre if you have who will arrange for this to be reversed.

The email address sending these emails will be Updates@everyoneactive-email.com. You should make sure that this address is not being considered Spam by your email system.

People have cancelled out of the class since the last email was sent. As soon as another customer cancels this means there is a space on the class.  This will remain until the next email run goes out to those on the waiting list advising that space is available.  Emails go out at set times in the day and not as soon as a space becomes available – this is to prevent customers receiving too many emails.

This is a change in policy in order to make the system fairer and more efficient. To try and make the waiting list fairer for all our customers the routine will send the emails out to everyone at the same time who are on the waiting lists.  Sending emails in priority order adds delay to the process as we would have to allow sufficient time for the first person to decline or ignore, before we send to the next person in the queue.  As spaces become available we wish to fill them as quickly as possible, and if cancellations happen near to the start time, there would not be sufficient time to go through a priority order.

We are aware this isn’t ideal and we are in the process of getting this changed in a future release as soon as we can.

No. At the moment we do not have any plans for this to work with Text messages.  We recommend that you open up an email account and advise us of your new email address.

Emails are sent out eight times per day currently but we are keeping this under review.  Customers will receive their emails shortly after the run time. The email processing times are: 07:00, 10:00, 12:00, 14:00, 16:00, 18:00, 20:45, 23:00.

Emails are sent to ALL customers who are on a waiting list for a class where a space has become available.

If you have previously chosen to Opt Out of emails, you will not receive them.

We do not amend bank account details over the phone at present.  You will need to pop into centre and complete a mandate bank slip.

Unfortunately we only collect direct debits on the first of each month at present.

You can freeze your direct debit membership for a minimum of 1 full calendar month and up to a maximum of 6 full calendar months.  You will be charged £5 per month for each month of the freeze but do not have to pay any restart charges.  You will need to contact centre to activate a freeze.  Annual memberships are not subject to freezing, but if there is a medical reason which means you cannot participate in activity, please contact your site and they will try to ensure you do not miss the benefit of activity.  You are only able to freeze your membership once in any rolling 12 month period.

Please go to ‘Contact Us’ and select Membership Queries and send us your details.  Please note we will need this with us by the 20th of the month to stop any collection on 1st of the following month.  You should also cancel with your bank.

Unfortunately at this time you will need to pop into centre to make a change to the type of membership you have.

Unfortunately once you have cancelled you direct debit with the bank, the bank send us notification and we are required to stop the direct debit collection.  To restart you need to re-join online or pop into centre.

This will depend on the type of membership you signed up for and you will need to refer the question to site via Contact Us, Membership Enquiry.  Most memberships include our Everyone Active Online content and also occasional use of any of our other centres across the company.  This ‘occasional use’ covers up to 2 occasions at other centres per month, with the exception of Westminster Lodge if your membership has not been purchased there and classes at Weymouth Leisure Centre.

If we are unable to collect from your account for any reason we will try and recollect this amount within 10 working days.  If we are unsuccessful we will place a cash charge on your account which will prevent access to the centre and any booking until it is paid.

This is a payment taken which covers a calendar month’s notice period at the point you cancel your membership.  For example if you cancel your membership on 19th of the June, we will not collect any monies on the 1st of July and your membership will be valid until the end of July.

My Profile and My Planner

Activity Points are Everyone Active’s exercise currency! Every activity that you complete will earn you Activity Points. Your Activity Points are personalised for you based upon the information that you provide in your profile and the specific activity details for what you are completing.

The activity points system is based around scientific research into energy expenditure during physical activities and the variation in this between individuals.

Create/Edit My Profile » Visit My Planner »

Our profiling system generates an Activity Points target for you based upon your personal profile details and how active you are planning to be. If you achieve all of your planned activities, you’ll meet your personalised Activity Points target.

Monitor your progress towards your target as your red thermometer, in the top corner of your My Profile pages, fills up with each completed activity.

Create/Edit My Profile » Visit My Planner »

You can add a wide range of activities to your planner manually and a number will also be added automatically based on your in-centre card swipes and bookings. Each activity is worth a specific amount of Activity Points for you to work towards your Activity Points target.

  • Activity

To add a single activity please visit your ‘My Planner’ page and click ‘Add Activity’ adjacent to your planner calendar. You will be redirected to our Add Activity tool, simply type in the search bar for your activity and select from our extensive drop-down list of activities. Fill in the required fields for your activity details and click ‘Add To Planner’. This will then be plotted on your planner calendar for you to review and complete to earn your Activity Points.

Visit My Planner »

  • Training Plan / Workout / Video Class – Products

To add a training plan, workout or video class product you can review the details within our ‘Workout Plans’ product library and select ‘View Full Details’, ‘Add To Planner’. This will re-direct you to your ‘My Planner’ page to confirm the time and date details, then click ‘Add To Planner’. This will then be plotted on your planner calendar for you to review and complete to earn your Activity Points.

Alternatively if you know the name of the product you wish to add you can search and select from the ‘My Planner’ page directly.

Visit My Planner » View Workout Plans »

  • Custom Workout

You can create and save a range of custom workouts made up of individual activities/exercises that you regularly complete for quick and easy addition to your planner.

Visit the ‘My Planner’ page and click ‘Add Activity’ adjacent to your planner calendar. Highlight ‘Custom Workout’ from the Add Activity tool, select ‘Create Custom Workout’, name your workout and add each individual activity by typing in the search bar and selecting from our extensive drop-down list of activities. Input the required details and click ‘Add To Custom Workout’, then repeat this process for all required activities in your custom workout.

This custom workout can then be added to your planner or saved for a later date.

Visit My Planner »

  • Activities added automatically

A number of activities are added to your planner automatically, these include:

Group Exercise Class Bookings – Your booking will be linked into your planner automatically and completed if you attend the class.

Activity Bookings – Your bookings for sessions such as Squash, Badminton and Table Tennis will be linked to your planner automatically.

Gym Card Swipes – If there is no activity scheduled on your planner at the time you swipe your card into a centres gym (not reception or other swipe point) then a 60 minute ‘Gym – Basic Visit’ will be added to your planner.

Visit My Planner » Book Online »

Visit your ‘My Planner’ page, highlight the activity you wish to edit by clicking the icon within your calendar, click the ‘Edit Activity’ button. This will re-direct you to the Add Activity tool and allow you to edit the activity as required.

If you wish to change the day of an activity, you can click, drag and drop it onto any other day in your planner calendar.

VISIT MY PLANNER »

Visit your ‘My Planner’ page, highlight the activity you wish to remove by clicking the icon within your calendar, click the ‘Delete Item’ option adjacent to the planner calendar.

When deleting a Training Plan product you can delete an individual days activity as above, or delete the entire plan by selecting ‘Delete Plan’. This will remove all activities included within this training plan.

VISIT MY PLANNER »