What’s my username and password?
Your username for the Fitness Passport system is your membership number. An example of this might be ABC.123 and it’s located on your membership card. Your password will be the one you entered into the system when you set up your account.
What if I can’t remember my password?
If you can’t remember your password, click on the ‘I’ve Forgotten my Password’ link on the Login screen, complete the required fields and click on ‘Submit’. You’ll then receive an email from us to help you reset your password. If you cannot remember either (or both), please email us at firstname.lastname@example.org.
WHO CAN I CONTACT FOR HELP?
If your workplace has a Fitness Passport facilitator, they are your first point of contact for the program if you cannot find the answer to your question in these FAQs or in the ‘Documents’ section on the website. If you don't know who your workplace facilitator is, you can email us directly at email@example.com.
CHANGING MY MEMBERSHIP
I would like to add my partner/dependents to the program. How can I do this?
You need to log into your Fitness Passport account, click on the ‘Family Member Details’ tab, click on the ‘Add Family Member’ tab & follow the prompts. Full instructions can be found in the ‘Adding a Family Member’ procedure in the ‘Documents’ section of the website. The ID cards will be ordered for your family members once their inclusion has been approved.
Can I upgrade or downgrade my membership?
You can upgrade from a single to family membership at any time. You can do this by logging into your account and adding your family members (as per the above instructions). You can also upgrade from a Standard/Value to Ultra/Works package (if applicable) at any time by logging into your account and editing your profile (select the package you wish).
You can only downgrade from a Family to Single membership after the initial 12-month period is up. To do this you will need to contact us at firstname.lastname@example.org and we will provide you with further instructions.
How do I upload a photo?
You need to log into your Fitness Passport account, click on the ‘Member Details’ tab, click on the ‘Edit Profile’ button and scroll down until you see the ‘Profile Photo jpg only’ field.
Browse for your photo by clicking ‘Choose File’ and, once you’ve found it, click on the ‘Update Profile’ button. Full instructions can be found in the ‘Uploading a Photo’ procedure in the ‘Documents’ section of the website. Note: if you already have a photo on your profile you won’t be able to update it online. You will need to contact us at email@example.com.
How can I update my bank account details?
You can do this by logging into your Fitness Passport account online. Once logged in, click on the ‘Member Details’ tab, click on the ‘Edit Profile’ button and scroll down until you see the ‘Payment Method’ field.
You can modify your Account Name, BSB & Account Number here. Don’t forget to click on the ‘Update Profile’ button at the end of the process.
Full instructions can be found in the ‘Updating Bank Account Details’ procedure in the ’Documents’ section of the website. Your bank details are 100% encrypted and secure.
What facilities can I attend?
Once you’re a member you can access the details of the facilities available to you in the ‘View Available Gyms’ section of the Fitness Passport website. You can access this area by logging into your member portal from the Login screen of the website.
Are exercise classes included?
Most exercise classes are included. Please check the ‘View Available Gyms’ section of the Fitness Passport website to get more information on the facilities available to you in the program. You can access this area by logging into your member portal from the Login screen of the website. If you have questions about a specific facility on the program, please call them directly to find out exactly what’s included for Fitness Passport members.
How do I access the gyms and pools?
Most facilities on the Fitness Passport program have Fitness Passport iPad scanners. In order to use the gym, you MUST register your Fitness Passport ID card on the Fitness Passport scanner each time you visit.
Even if you are using a 24/7 gym where you use the gym’s swipe card first, you must still use the Fitness Passport scanner on each visit. Failure to record your visit on a Fitness Passport scanner or sign in sheet may result in an administration fee being charged to your account.
For those facilities without scanners, simply show your membership card when you visit the gym or pool and sign the register to gain entry.
Note: if you don’t have a photo on your membership card you may be required to show another form of photo identification to confirm your identity.
DO NOT leave your membership card at the gym or pool reception as you are liable for any misuse by unauthorised card holders.
When I try to scan the barcode on my card, it doesn’t work – what’s going on?
If your card does not register on the scanner there may be a problem with the barcode printed on your membership card. If this occurs, try to manually record your visit on the scanner and contact us at firstname.lastname@example.org so we can order you a new card.
Other problems that may be encountered include the gym you are trying to access not being available on your package or your account being inactive. Please contact us at email@example.com to assist in resolving these matters.
The gym I go to isn’t on the program. Why not, and how can I get it onto the program?
We are guided by what the majority of employees ask for. If your gym is not on the program it means that either it didn’t get very many votes in the last survey, or the gym was not inclined to participate in the program. If you want a particular gym to be added to the program you will need to nominate them in the next annual survey.
Note: Voting for your gym does not automatically mean it will be added to the program. It must be sufficiently popular amongst staff, and the gym must also be willing to negotiate. We try our best to provide a great program for everyone.
I have a problem with one of the facilities. Who can I talk to?
Please email us directly at firstname.lastname@example.org.
I have been asked to purchase a swipe key by a facility, is this right?
Many of the 24-hour facilities request members wishing to access their facility to purchase a swipe key so you can gain access to the facility. This key may also be used to keep a record of visitation and so must be purchased whether you intend to use the gym outside of staffed hours or not.
This additional cost is paid directly to the facility, but you will still find greater price benefits by joining Fitness Passport!
I am not interested in going to the gym/pool but my partner is. Can I just purchase a single membership for him/her instead?
No. You must purchase a Family membership in order for your partner to use the program (but this will still likely be cheaper than joining the gym direct).
I live with my parents/siblings/grandparents/relatives/flatmates. Can I put them on the program under a family membership?
No. The program is only available for employees, their partners and dependent children living at the same address.
My child is 23 and is financially dependant on me. Can I put him/her on the program under a family membership?
Yes. However, each dependant child between 18 and 24 years old will incur an additional cost equivalent to the single membership rate per week, per child. The child must be unemployed or financially dependant on the Primary member and reside at the same address. You may be required to show evidence of this.
I am not on my workplace's payroll system but I am contracted by an agency. Can I be part of the program?
No. This program is only open to employees of our employer partners.
My children live with me although we have alternative child care arrangements due to divorce/personal family circumstances. Can they still be on the program with my family membership?
If your children do reside with you then yes (evidence may be in the form of school reports, for example). If your children do not reside with you they cannot be part of the program, they must be dependant AND live at the same address to be eligible.
CANCELLATION & SUSPENSION
How do I cancel?
When you sign up with Fitness Passport you join for a minimum 12-month contract period. If you elect to withdraw from the program inside that 12-month period, you may be charged a cancellation fee (see matrix below). If you need further clarification you may get in touch with your workplace facilitator (if applicable) or email us directly at email@example.com.
|Number of weeks since start of contract ||Single Membership||Family Membership||Single Plus||Family Plus|
Week 3 - 13
Week 14 - 25
Week 26 - 37
Week 38 - 50
IMPORTANT NOTE: Before your account can be cancelled, your membership card/s MUST be returned to Fitness Passport or alternatively a photo of the destroyed card sent through to us. This can be done by either handing them into your workplace facilitator (if applicable) or emailing a photo of the destroyed membership card/s (cut through the barcode) to firstname.lastname@example.org.
What happens if I am no longer employed?
If you love your Fitness Passport membership it’s always worth checking with us if your new employer has the program and we can transfer your membership over. Email us to check!
If you leave your current employer you are no longer eligible for the program and you are required to return your cards to your workplace facilitator (if applicable) for cancellation of your account. Alternatively, you may email a photo of the destroyed membership card/s (cut through the barcode) to email@example.com. Until all applicable membership cards are returned, payments will still accrue and be payable by you.
If you have lost any or all of your Fitness Passport membership cards, a Lost Card Declaration will need to be completed & returned to us at firstname.lastname@example.org.
What happens if I get injured and can’t use the gym/pool?
If you are injured and have a doctor’s certificate you can elect to suspend your membership. Forward the relevant medical certificate to email@example.com. Cancellation will be at the discretion of Fitness Passport.
What happens if I go on leave? (including Annual / Long Service / Maternity / Unpaid leave)
You can continue your membership under a direct debit payment plan and continue to use the program while you are on leave.
Alternatively, you can suspend your membership until you get back to work. Memberships may be suspended if a member is taking leave for a minimum of 2 weeks and a maximum of 2 months without documentation, but for only for a maximum of 2 months per calendar year. If you need to suspend your membership for longer than 2 months, you must supply evidence in the form of a flight itinerary or doctors' certificate (or other relevant documentations). Fitness Passport will then have full discretion as to whether your suspension is approved. Payments will be suspended during this time. Partial suspensions of memberships are not permitted. All members of the membership will be suspended for the full duration approved. We can’t backdate suspensions so when you book that holiday let us know so we can put the future suspension in place.
If you wish to put your membership on hold for longer than the maximum 2-month period, please contact us at firstname.lastname@example.org to discuss your options.
Can I suspend part of my membership?
If you choose to suspend your membership (subject to the relevant criteria identified above), your entire membership is suspended. There is no ability to suspend part of the membership.
What happens if I get a job transfer to another location?
If you are transferring with your employer to a location where our Fitness Passport has facilities available, you can continue to use your membership. However, if you’re moving somewhere where we don’t have facilities available just email us and let us know at email@example.com and we will go through the options available to you.
I have lost my card. What should I do?
You can order a new card by logging in to the Fitness Passport website & clicking on the ‘Lost card’ tab. Tick the box next to the person’s name you want the new card for and then tick the box ‘declared’ after reading the declaration statement. Then click ‘Request replacement card’ button. Your card will be ordered and delivered in one of two ways. They are either sent to your workplace facilitator to distribute or they will be sent to your home address. If you need any help with the above process please contact us at firstname.lastname@example.org and we will help you.
Will I be charged for a replacement card?
Yes. We have a $10 replacement card fee to cover the costs of the new card and postage.
Can I claim my Fitness Passport payments through my health fund?
Check with your health fund first. If they allow it, you can print off your own receipt from the Fitness Passport system. The second last tab in your member’s profile has an option to print a receipt. Full instructions can be found in the ‘Printing a Receipt’ procedure in the ‘Documents’ section of the website.
I have made a payment, but haven’t received my card - why not?
The first payment you make is an administration/card processing fee. Your card will be available on or before the date of your second payment. Our cards get to members in one of two ways. They are either sent to your workplace facilitator to distribute or they will be sent to your home address. If you don’t have your card by the date of your second payment definitely contact us at email@example.com and we will get your access organised for you.
What payment methods are available & how often am I charged?
Direct debit of your bank account is the only payment option available and generally occurs fortnightly on a Friday (there are a couple of employers who have weekly payments but fortnightly payments cover the majority of our members).
ANYTHING WE’VE MISSED?
I have read through these FAQs, but still have a question. How can I find out more about my membership or the Fitness Passport program in my workplace?
Check the information that has been made available in your workplace regarding the program. If you’d prefer to get in touch with us directly, please email firstname.lastname@example.org.
Who is my workplace facilitator?
The majority of employers on Fitness Passport have a workplace facilitator. The workplace facilitator helps employees with questions about Fitness Passport and is the person Fitness Passport contacts with updates on the program. To find out your contact, get in touch with your HR or WHS department – they should be able to point you in the right direction.
Otherwise, you can email us directly at email@example.com.
I’ve emailed Fitness Passport but not received a reply?
Our customer service team at firstname.lastname@example.org have an excellent response rate and usually respond to emails received within two (2) business days. We sometimes find that our reply emails are going to your spam/junk folder. Check those folders and see if our replies are in there.
Another option to ensure you do receive our emails is to add the email@example.com email address to your email safe list. This will ensure your emails hit your inbox and not your spam/junk folders.
Why is there no phone number for Fitness Passport?
We aim to keep our membership fees as low as possible so including a phone number for members would mean increased membership fees and we don’t want to do that. One of our aims is to make Fitness Passport accessible to everyone by reducing the barriers associated with fitness and one of those barriers is cost. We try to keep our overheads as low as possible so we don't have to pass those overheads onto our members (you!).
Our customer service team at firstname.lastname@example.org have an excellent response rate and usually respond to emails received within two (2) business days. Make sure you add this email address to your email ‘safe list’ to ensure replies are not sent to your junk/spam folder.