Support.
Frequently asked questions

Membership benefits

More than 30 different sports

Boxing, yoga, tennis or wakeboarding – myClubs gives you access to more than 30 different sports. You can choose and combine them however you want.

More than 5,000 classes per week

Train whenever and wherever you want. Choose from a wide range of sports and book classes flexibly through the myClubs app.

one membership

With just one membership, you can access the whole myClubs network. Choose the subscription that best suits your sports habits.

No commitment

You don't like binding contracts? Neither do we. You can cancel or pause your myClubs membership on a monthly basis.

General

What is myClubs?
With myClubs you can choose from a large range of fitness classes at exclusive sports venues in your city, bringing you variety into your daily fitness routine. myClubs enables you to remain flexible and free: you can pause or cancel your myClubs membership monthly. You therefore always have full control over your membership and only have to pay whenever you really use the sports offer.

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For whom is myClubs intended?
myClubs is designed for anyone who wants access to a variety of sports and also likes to have flexibility in planning their sports routine. If you therefore want to remain flexible in your free time and alter your sports routine according to what you desire, your mood and the time of year, then myClubs is the perfect fit for you!

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Which products does myClubs offer?
myClubs offers two monthly subscriptions and a prepaid card with a block of 10 sports credits. In the myClubs FLEX 4 plan, you get 4 sports credits per month. With myClubs UNLIMITED, you can generally do sports as often as you like but you can only visit the same sports venue 4 times per month. If you need even more flexibility, you can choose myClubs TEN, a classic prepaid card, which enables you to book a block of 10 sports credits in total and is valid for 24 months. Regardless of which plan you choose, you will have full access to the entire myClubs sports offer in your country.

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Do I need a smartphone to use myClubs?
Yes. You need a smartphone with internet access and a functioning camera in order to use myClubs. You will need these functions to be able to scan the QR-Code to check-In at myClubs sports venues (currently in Vienna, Salzburg, Lower Austria, Burgenland, Linz, Zürich and Zug).

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Which sports does myClubs offer?
With myClubs, you will gain access to a diverse offer of different classes and sports venues. You will have the choice of sports such as boxing, bootcamp, cross training, yoga, pilates, dancing, fitness courses, TRX, vibration training and many more. Under 'Flexible Hours', you will also find sports, such as tennis, golf, EMS, badminton, climbing, horse riding and day passes for gyms near you. We also offer summer activities, such as beach volleyball and stand up paddleboarding. With myClubs, you can do the sports you want - when and where you want. You can use the filter in the sports search to find the sports available in your city.

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Where can I use myClubs?
myClubs is currently available in Austria and Switzerland. You can only use myClubs in the country where you purchased your membership.

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Can I use myClubs transnationally?
No. myClubs can be used in all available cities and listed sports venues within a country but it cannot be used transnationally.

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How much does a myClubs membership cost?
You can view the prices for all currently available products here. Regardless of which plan you choose, you will gain access to all sports venues within the myClubs sports network in your country.

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How do I get my digital myClubs membership card?
Not only do we love sport but we also love our environment. Therefore we have created a digital myClubs member card instead of using plastic. Just download the myClubs app (available on iOS or Android) and rotate your phone to see your digital myClubs membership card.

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Do myClubs do gift vouchers?
Here, you can purchase myClubs FIVE and TEN gift cards. You should receive the personalised gift card via mail within 3-4 days after ordering. The recipient of the gift card can then book their favourite classes.

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What is myClubs FLEX 4?
myClubs FLEX 4 is a flexible sports membership, which enables you to train up to 4 times per month at a myClubs sports venue. You can either decide to use all 4 credits at the same sports venue or try out different sports at different venues. If a class uses up more than one credit, you will be informed about it in the respective activity description.

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Can I carry over my unused credits from FLEX 4 to the following month?
Unfortunately, unused credits from your FLEX 4 plan cannot be transferred to the following booking month. Remaining units expire at the end of each booking month.

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What is myClubs UNLIMITED?
myClubs UNLIMITED is our flexible membership which enables you to train up to 4 times per month at every sports venue in the myClubs network. Most classes use up just one credit however, it is stated in the activity description if it uses up more than one credit. For myClubs UNLIMITED customers, the 'Fair Use Policy' applies, (see our General Terms & Conditions or FAQs 'Membership').

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When does my monthly membership start?
You can start booking classes as soon as you have successfully purchased a FLEX 4 or UNLIMITED membership. Open the myClubs app and rotate your smartphone to show your membership ID card.

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When will my monthly membership fee be debited?
The booking period of your myClubs FLEX 4 or UNLIMITED memberships is established on the day of purchase and ends on the day before in the following month. The direct debit takes place on the same date every month. So, if you purchased your myClubs membership on the 2nd July, your credits will be valid until the 1st August. Please note: if your date of invoice falls on a day which doesn’t come in a certain month, such as the 31st, the invoice will take place on the last day of the affected month instead.

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What is myClubs TEN?
myClubs TEN is a prepaid block of ten. It is valid for 24 months and includes 10 sports credits which can be used across the entire myClubs sports network in your country.

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What is a No-Show?
At myClubs, certain sports classes must be booked. Booking requests and confirmed bookings can be cancelled free of charge within the given cancellation period. If you do not cancel in time and do not participate in your class despite having booked, this is considered a No-Show.

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When will a No-Show be charged?
In the UNLIMITED tariff a no-show fee of 20 CHF will be charged for each confirmed reservation, if you do not attend the workout or do not check in properly. The debiting of your deposited means of payment takes place automatically after five days.

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Membership

How can I use myClubs?
After purchasing a plan, you can search for sports venues, book classes and manage your membership. You can easily use myClubs via the app on your smartphone.

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When will I be able to use myClubs?
You can start booking classes as soon as you have purchased a myClubs membership. Open the myClubs App and rotate your smartphone to show your membership ID card.

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How can I find sports venues and classes on offer?
Once you have registered with myClubs and are logged in, you can easily search for sports venues and sports on offer. You can also filter the location, date and time and a selection of available classes and activities will appear. Don't forget to also look at the search results under 'Flexible Hours'.

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How can I book a class?
With myClubs, there are different booking options. Many sports venues enable you to send them booking requests directly through the app or the website. You will subsequently receive your booking confirmation via email. If the class is already fully booked or isn't taking place, you will be notified via email and can then book a different class. Some sports venues require you to ring them up in order to book a class. There are also sports venues, where you can just check-in at the venue. Under each class description, you can find out necessary booking information.

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What should I do if I have to cancel a booking?
You can cancel booked classes within the given cancellation period. In order to do this, click 'Workouts', then choose the class you want to cancel under 'Bookings' and click 'cancel booking'. If you do not cancel a booked class, a credit will still be debited. If you are a myClubs UNLIMITED member, you will be charged 9.75 EUR for every No-Show to a booked class or if you don't check-in at the venue regularly.

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What is the fair use policy?
The myClubs UNLIMITED membership includes 4 credits per sports venue per month. In total, there is a maximum of 35 check-ins available per month at myClubs sports venues.

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What should I do if I used up all my FLEX 4 credits?
If you have used up all your credits for the current booking period, you can't go to any more classes. You can however book classes for the following booking month. You also have the monthly option to change your membership to myClubs UNLIMITED. If you change your membership, a new booking time period will begin and you will receive more credits.

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Can I still go to classes after using all my myClubs FLEX 4 credits?
No, if you have used up all your credits from the current booking period, you won't be able to participate in any more classes until the next booking month begins. If you book a class for the following booking month, you will receive less credits when the next booking month begins. Nevertheless, you have the monthly option to change your membership to myClubs UNLIMITED. If you choose to change your membership, a new booking month will begin and you will receive more credits.

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How and for how long can I pause my membership?
You can pause your membership up to 3 months per year without giving reasons.Just send us a message 7 days prior to support@myclubs.com. You can also pause individual membership months if you are on a longer holiday or for any other reasons.

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How do I cancel my membership?
In order to cancel your membership, send us a short email to support@myclubs.com support@myclubs.com at least 7 days before the cancellation period. If you wish to use myClubs again in the future, you must re-register.

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How do I recommend myClubs?
Yes! You can find your personal recommendation code in your myClubs profile under 'Recommend myClubs'. Forward it to your friends to give them a discount on their first membership month. As a reward you get two free sports units after their registration (valid for two months) as a FLEX 4 or TEN customer and a discount on your membership fee in the following month as an UNLIMITED member. As long as you have an active membership, you can redeem your bonus.

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Bookings and reservations

How far in advance can I book a class?
You can book myClubs classes as far in advance as you can see them available online or in the app.

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Can I book classes for the following booking period even though the current booking period hasn't ended yet?
Yes, it is possible to book classes and activities in the next booking period before the end of the current period. Credits for booked classes within the following month will be debited in the following booking period.

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Why was I topped up with less credits than my FLEX 4 plan provides?
If you book classes for the following booking month, you will be charged fewer credits accordingly in the next month. So, if you have less than 4 credits in your account at the beginning of a booking period, that's because you already pre-booked classes in the previous month.

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Why can't I make any more bookings as an UNLIMITED member?
As a myClubs UNLIMITED member, you can book maximum 5 classes per booking month in advance. After that, you have reached your booking limit. Once you have completed some classes, you will be able to book new classes again.

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What should I do if I am charged the incorrect amount of units?
Should you have any questions regarding your credit balance, please contact our customer support team. At the bottom of the page on our website, you can find a 'Customer Service' contact link.

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What should I do if my booking has been cancelled?
Sometimes a sports venue has to cancel a booking due to it being over booked or due to there being no available trainer. If this happens, you can book a different class or see what is available at another sports venue.

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Can I cancel a booked class?
You can cancel booked classes without charge within the given cancellation period. The cancellation period is stated in the class description. As long as a booking hasn't been confirmed yet, you can cancel it anytime.

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Do I have to pay extra for equipment at the venue?
In most cases, equipment such as rackets, EMS clothing etc are included within the credit. If this is not the case, it will be stated in the activity description.

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Can I redeem all my credits at one sports venue?
As a myClubs FLEX 4 customer, you can use all your credits at one specific venue. As a myClubs UNLIMITED customer, you can use up to 4 credits at one specific sports venue per month. You can find specific details about available visits under the relevant activity description.

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Check-in at the sports venue

How do I check-in with the QR-Code?
Scan the QR-Code at the sports venue via the myClubs app or with the corresponding feature on the mobile website. Then, choose your booked class and click 'create ticket'. Show the trainer the ticket on your smartphone and then you can begin your favourite class as usual!

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What do I need to check-in with the QR-Code?
To check-in with your QR-Code, you need a smartphone with internet signal and a camera that works. Get your myClubs app now (available on android and iOS smartphones) or use the myClubs mobile website.

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Where do I need to use the QR-Code to check-in?
At the moment, you have to check-in by scanning a QR-Code at all sports venues in Vienna, Salzburg, Linz, Lower Austria, Burgenland, Zürich and Zug. The check-in process will change in all other regions within the next few months. We will of course notify these members in good time about the introduction of the QR-Code check-in.

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When do I need to use the QR-Code to check-in?
The check-in scan works from half an hour before to half an hour after the class. Please validate your ticket during this period.

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How do I check-in at a sports activity I booked in advance?
After your booking request has been confirmed, go to the sports venue and ask for the QR-Code. Just check-in by scanning the QR-Code with the scanning function in the myClubs app or on the mobile website and show the trainer your digital ticket. The sports venue doesn't have a QR-Code? Then just show one of the trainers your email booking confirmation and click 'report a problem' in the scanning section of the app.

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How do I check-in for a drop-in activity?
For classes without booking requirements, check-in directly at the venue by scanning the QR-Code in the myClubs app or on the mobile website. Then, show the trainer your valid ticket on your smartphone. The sports venue doesn't have a QR-Code? Then, please let one of the trainers know and have your membership number ready so they can check you in.

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How do I know if my check-in has worked?
Once you have clicked 'create ticket', the myClubs ticket for the selected class should show up on the screen. Please also check whether the class details, time and date are correct. You can tell the ticket is valid by its green colour and an animated logo in the top left corner.

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What should I do if the QR-Code doesn't work?
If you're having trouble with the QR-Code scan, click 'report problem' directly in the app and state what isn't working. Then, please contact the sports venue. They will let you know whether you can still participate in the class. Generally the rule is: no valid ticket, no myClubs workout.

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Profile management & billing

How can I change my personal details?
You can change your personal details such as name, email address, address, telephone number or password in the web interface under 'My profile' or in the app under 'Profile'.

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How can I change my bank details?
If you would like to change your bank details, click on 'change payment details' in your profile. When you change your bank details, we will temporarily debit your account 0.10 EUR (0.10 CHF). This will be refunded in your direct debit.

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Where can I find my invoices?
You can see your invoices anytime in the login area under 'My Membership' and download them as PDF files.

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How can I change my plan?
If you want to switch your plan, send a customer service form to us via email or just purchase a new plan on our homepage.

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Couldn't find the answer?
Then ask us directly via the customer service form.

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