SUPPORT. FREQUENTLY ASKED QUESTIONS
General
What is myClubs?
With myClubs you can train with a wide range of different sports providers. This brings variety and flexibility to your sports routine and allows you to constantly discover new workouts. You can pause your myClubs sports membership monthly or cancel it at any time with seven days' notice. This way, you'll always have control over your membership and only pay when you actually use the sports on offer.
For whom is myClubs suitable?
myClubs is the solution for everyone who appreciates variety in sport and likes to plan their training sessions flexibly and spontaneously. So if you don't want to give up the freedom to change your sporting habits according to your mood and the season of the year, then myClubs is the right thing for you!
What sports are available at myClubs?
With myClubs you have access to a wide range of classes from different sports providers. Choose from yoga, cross training, boxing, H.I.I.T., dance and various other categories. Additionally, with myClubs you can discover sports such as tennis, golf, EMS, badminton, climbing or even day tickets for gyms in your area. Summer sports such as swimming, climbing, stand-up paddling and other outdoor workouts are all included. Do whatever you feel like with myClubs - when and where you want.
Which myClubs products are available?
myClubs offers two sports subscriptions and different prepaid sports packages: Book up to four workouts per month with your myClubs FLEX 4 sports subscription or train every day with myClubs UNLIMITED - choose flexibly from the best sports offers in your city. You can pause your subscription every month or cancel it at any time with seven days' notice. Even more flexibility is provided by myClubs PREPAID: Sports units that do not expire, to give away or use yourself. In addition, myClubs offers different Corporate Fitness sports packages for companies. No matter which myClubs product you choose: You have full access to all myClubs sports providers in Austria.
In which countries can I use myClubs?
myClubs is currently available in Austria and Switzerland. You can only use myClubs in the country in which you purchased your sports membership.
Do I need a smartphone to use myClubs?
Yes, to use your membership and book workouts, you need the myClubs app, an Android or iOS smartphone with internet access and a working camera. You also need all this at all myClubs sports providers with QR code check-in (currently in Vienna, Salzburg, Lower Austria, Burgenland, Linz, Graz).
How do I recommend myClubs?
Yes! You can recommend myClubs to your sports buddies with your personal invitation link. You can find the link in the myClubs app in your profile under "Train with your friends". Simply forward it to your sports buddies and give them a discount on their first month of membership. For myClubs FLEX 4 and UNLIMITED members: If your sports buddy purchases a myClubs product with your link, you will also get a discount on your next membership month. Please note: Also, if your membership is cancelled or paused, the referral bonus will not be taken into account.
Is myClubs available as a gift?
Yes! You can order the myClubs Prepaid FIVE and TEN as a gift card here. You will receive the gift voucher by email immediately after purchase. The gift recipient simply has to redeem their code and can then book their favourite workouts in the myClubs app. The vouchers are valid indefinitely.
Is myClubs also available for companies?
Yes, more than 300 companies already offer their employees myClubs as an attractive employee benefit and thus ensure a fit and healthy workforce. The myClubs corporate fitness offers give corporate customers access to more than 35 sports providers in over 1,000 exclusive studios throughout Austria.
Products
What is myClubs FLEX 4?
myClubs FLEX 4 is a flexible sports membership that allows you to book up to four activities per month in the entire myClubs sports network. You can use all four credits with the same sports provider or try out different sports. If you use more than one credit (Special Workout) at a sports provider, you will be informed about this in the activity description. The Holmes Place chain allows you to visit a location with myClubs FLEX 4 a maximum of twice a month.
What is myClubs UNLIMITED?
myClubs UNLIMITED is a flexible sports subscription that allows you to book one workout a day with sports providers throughout the myClubs network. You can make up to 31 bookings per month and usually train up to four times with each provider. Each location with its own profile in the myClubs app counts as a provider. For example: The Boulderbar in Vienna has four locations and each of them is listed as a separate provider in the myClubs app. You can visit each provider up to four times a month. Special Workouts are an exception to this: As an UNLIMITED member, you can book these once a month. In addition, myClubs UNLIMITED members can visit the Holmes Place chain up to four times a month, with a maximum of two visits to each location.
What is myClubs TEN?
myClubs TEN is a prepaid block with ten sports credits. It is valid indefinitely and gives you access to the entire myClubs sports network in your country. Usually, one credit is used for one workout. For special workouts, two sports credits are used - you can book these workouts up to five times.
With which products can I use Livestream Workouts?
With myClubs FLEX, myClubs PREPAID or myClubs Corporate Fitness, you can book indoor and outdoor classes as well as live streams from our sports providers - directly via the myClubs app.
Membership
When does my monthly myClubs membership start?
As soon as you have successfully purchased your myClubs sports subscription, your membership will start and you can book your first workout.
What should I do if I’ve used up all my FLEX 4 sports credits?
If you have used up all four credits for your workouts, booking additional activities is not possible in the current booking period. However, you can already reserve workouts for the following booking month. Would you like to do more sport? You can change your membership at any time in the myClubs app. The membership switch will then take place at the start of your next booking period. An immediate change is not possible.
Can I carry over unused sports units from my FLEX 4 subscription to the following month?
No. Unused sports units from your FLEX 4 subscription cannot be carried over to the following booking month. Any remaining units will expire at the end of your booking month.
How and for how long can I pause my myClubs membership?
You can pause your membership from 14 days to 3 months without giving any reason. You can easily note the pause in the myClubs app: Open your profile and select "My membership". Here you click on "Create Pause". Select the preferred period of your break and decide which product you would like to continue with after the break. For example, you can also take a break for individual membership months if you are going on a longer holiday or are unavailable for other reasons. Please note: It is not possible to pause your membership during a running membership month - e.g. due to injury, pregnancy, illness, spontaneous travel. Any break can only start after the end of the current booking period.
What should I do if I want to end my pause earlier or extend it?
You can easily adjust the duration of your break in the myClubs app. If you want to start earlier or take a longer break, you can edit your break in the app. To do so, open your profile in the myClubs app and click on "Membership" → "Manage membership". Please note: Your break settings can only be edited as long as they have not already been implemented. When editing your break, a minimum duration of 14 days and a maximum duration of 3 months apply. After the minimum duration, you can always start your subscription tomorrow. An immediate start is not possible.
How do I change my myClubs membership?
You can easily change your membership in the myClubs app. All you have to do is note the plan change in your profile under ‘Membership’. Your membership will always be changed at the start of your next booking period. You cannot change your plan during the current booking period. The next possible date for a change is therefore already preselected in the app. All you have to do is decide which sports subscription you want to train with afterwards and save the settings.
How do I cancel my myClubs membership?
You can cancel your membership at any time via chat in the app or on the website - subject to a seven-day notice period. Your membership will then be terminated at the end of your booking period. If you want to use myClubs again at a later date, you need to sign up for a sports membership again. If you only want a short break, you can also pause your sports membership for up to three months free of charge - easily and flexibly directly in the myClubs app!
Is it possible to use the myClubs app on multiple devices?
You can use the myClubs app on one device at a time only. For security reasons and to prevent fraud, you can change your device only every 30 days. As soon as you log in to the myClubs app on a new device with your access data, a pop-up will appear informing you about the change of device. After the change, this device is now linked to your account.
Profile & Billing
When will my monthly membership fee be debited?
By purchasing a myClubs sports subscription, you agree to a monthly direct debit. The booking period of your subscription is determined by the day of purchase and ends on the day before the following membership month. An example: If you have bought your myClubs subscription on July 2nd you can book workouts until August 1st. On August 2nd your new booking period starts and the membership fee for that month is due. In case your billing date falls on a day that does not occur in a particular month, such as the 31st, you will be billed on the last day of that month instead, such as the 28th or 30th.
Where do I find my invoices?
You can find your invoices in the app under "Manage payment details". You can download them as a PDF file at any time.
How do I change my payment details?
If you want to update your bank details, go to your profile in the myClubs app and click on "update payment details". To confirm your new payment details, you will be temporarily debited 0.10 EUR. The amount will be refunded with your next regular debit.
How do I change my personal details?
Click on your profile picture in the myClubs app on the "home screen" to change data such as name, email address, address, telephone number or password at any time.
Reservations & Bookings
How do I find available courses and workouts?
You can find workouts offered by myClubs sports providers directly in the myClubs app. If you have already purchased your membership and are logged in, you can search for providers, sports and workouts in the sports search. Choose from "Courses" for activities at fixed times or "Flexible Hours" for workouts such as visits to the gym, rental courts for tennis or entries to public swimming pools. You can also filter by location, date and time or save your favourites. The right sports offer will be displayed according to your search query.
How do I book a class?
There are different types of reservations at myClubs: You can send a reservation request directly via the myClubs app for most sports providers. You will then receive your reservation confirmation by email and push notification. If the course is already full or not taking place, you will also be notified by email and push message. With some providers, you have to call to reserve your sports session. But there are also providers where you don't have to pre-register at all and can check in directly on site. You can find out which type of reservation is required in each activity description.
What is a special workout?
The myClubs UNLIMITED subscription includes one special workout per booking month. This includes, for example, court rental for tennis, EMS, wakeboarding or Reformer Pilates. Special workouts are marked as such with a ticket symbol in the course description in the myClubs app. If there is no ticket symbol, it is a regular workout. For myClubs FLEX 4 or PREPAID members, two credits are deducted for each booking of a special workout. With your myClubs FLEX 4 subscription or prepaid card, you can book these offers as often as you like until your credits are used up.
How far in advance can I book a workout?
You can book your myClubs Workouts as far in advance as courses and activities are available from the sports providers in the myClubs app. You can reserve a maximum of four sports units in advance. New reservations can only be made once you have attended a workout or cancelled one of your reservations.
Can I redeem all my credits at one sports venue?
With your myClubs FLEX 4 or myClubs PREPAID membership, you can use all credits with a single provider. As a myClubs UNLIMITED member, you can use up to four visits per provider per month. Special workouts and visits to the Holmes Place fitness chain are excluded. You can find more information on this in the FAQ for the respective topics.
Do I have to pay extra for equipment at the venue?
For sports such as EMS, tennis, bouldering, there may be additional costs for the equipment required. If this is the case, it will be mentioned in the activity's description in the myClubs app.
What do I do if my reservation request has been declined?
In rare cases, myClubs sports providers may have to decline your reservation request. For example, if there are already too many registrations for a course or a workout cannot take place. If your reservation request is declined, simply use your credit for another myClubs workout!
What should I do if I have to cancel a workout I have already booked?
You can cancel booked workouts within the given cancellation period. To do so, go to the "Workouts" section in the myClubs app, select the workout you want to cancel and click on "Cancel Booking". If you don't cancel and still don't show up for the reserved workout, the credit for the workout will still be charged. With myClubs UNLIMITED, a no-show fee of 9.75 EUR will be charged for each confirmed reservation for which you do not check in properly on site (= No-Show). The reason for your No-Show cannot be taken into account.
What is a no-show and when is it charged?
At myClubs, most activities require a reservation. Reservation requests and confirmed reservations can be cancelled free of charge within the given cancellation period. If the cancellation period is exceeded and you do not check in via QR code scan despite having made a binding reservation, this is considered a no-show. With the myClubs UNLIMITED sports membership, a no-show fee of EUR 9.75 is charged for each confirmed reservation for which you do not check in properly on site. The fee will be debited automatically after seven days from your deposited payment method.
What is the fair use policy for myClubs UNLIMITED?
To ensure that myClubs can be used fairly and that everyone has the chance to book one workout per day, there is the so-called fair use policy. myClubs UNLIMITED members can therefore book up to one workout per day. However, it is possible to reserve up to four workouts in advance.
Check-in at the sports venue
How do I check-in with the QR code?
The check-in with QR code scan is very simple! You just need your smartphone with a functioning camera and the myClubs app. Scan the QR code of the sports provider with the myClubs app. Then select your reserved workout or the desired activity and tap on "Create ticket". Please note: Only if you see a green ticket on your screen, the check-in was successful. Afterwards, simply show the green smartphone ticket to the provider on site and do your favourite sport as usual. Important: The check-in is only possible via QR code scan. The sports provider cannot do this for you or re-register you if you do not check in. If you do not check in properly, it will be considered a no-show.
When and where do I have to check in using the QR code scan?
At the moment, you have to check in at all sports providers in Vienna, Salzburg, Linz, Graz, Lower Austria and Burgenland using the scan function. It's best to check in directly at the sports provider upon arrival. In general, the check-in via QR code scan works up to half an hour before and after the workout. Please make sure to create your smartphone ticket during this period to confirm your presence. Tip: To make sure you don't forget to check in for your activity, it's best to turn on your push notifications. If you don't check in, you will receive a reminder after your booked workout.
What should I do if the QR code scan doesn't work?
In rare cases, there may be issues during check-in. If you have poor internet reception, first scan the QR code, then move to a location with better reception, and tap "Reload" in the scan view of your app. Once the internet connection is re-established, your ticket will be generated automatically. If the QR code scan does not work, select "Report a problem" in scan mode in the myClubs app. Describe the issue, attach a screenshot, and send us your message. After that, contact the sports provider on-site. They will inform you if participation in the workout is possible. As a general rule: No valid ticket, no participation in the workout.
Didn't find your answer?
Contact us via chat on the website or in the myClubs app.