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My Account

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Active Monash are excited to announce the release of ‘My Account’.

My Account is an online portal for members and guests to view and book sessions, pay account balances and update their personal details. As more facilities open throughout the centre, they will become available to book online.

As COVID-19 restrictions ease, we will increase the functions available to include purchasing multi-visit passes, join memberships, view and enrol in swimming lessons, update payment details and pay outstanding accounts.

If you have any questions, or need assistance you can contact us via email [email protected] or call 85670333 to speak with one of our friendly customer service staff.

See below for how to book online.

Or click below to log-in to your account. 

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My Account - Help Guide and FAQ's

Account Setup and Access 

How to access My Account for the first time - Existing customers

Existing customers already have a My Account profile ready to be activated. 

Existing customers include anyone who has previously provided their details to access our services.  This includes Centre Members, Multi-Visit Pass holders, Swim School Students and associated Responsible Parent/Guardian across any of our 3 sites.  

All existing customers are required to reset or retrieve their password before accessing My Account for the first time. 

If you can’t remember the email address you provided when using our services please contact our customer service team.  

Step 1 

From a Desktop PC click on Forgot Username and Password and enter your email address in the ‘Retrieve Password’ section. 

From a mobile device at the login screen select ‘Full Site’ and follow the same steps as above.  

IPhone users press the “aA’ on top left to bring down the menu to switch to desktop site.  Samsung users select the “3 dots” on top right to bring down menu and request desktop site.  

 

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Step 2

Follow the prompts in the email to select your own password to access your account.

Congratulations! You will now have access to My Account to view availability and make all future bookings.

How to create a My Account profile - New Customers

If you have never been to an Active Monash centre, or have only ever accessed our services on a casual basis and not had the need to provide your personal details you will need to create an account. 

New accounts are created when you book a session for the first time.

Step 1 

Find your preferred session on our website. Select the “green” book button.

Step 2

Enter your contact details, your email address will be your login email.

Note: If you receive a message; ‘We have detected that you already have an account, you will now be re-directed’ please follow the existing customer instructions above.

Alternatively complete all required information to complete your account setup and complete payment for your casual booking.

Congratulations! You will now have access to My Account to view availability and make all future bookings. 

How do I know what email address is associated with My Account?

If you are an existing customer or have previously provided an email address as part of registering for our services this will be the email address that is associated with your My Account access.

If when trying to retrieve your password using the ‘forgot username and password’ function you receive a message ‘email address does not exist’ you have a few options:

  1. Complete online form to Update Your Details
  2. Email us at Active Monash with your name, contact details and new email address
  3. Contact us via phone 8567 0333 and speak to our friendly customer service staff to update your details

 

How to reset your password from a mobile device

From a mobile device at the login screen select ‘Full Site’. 

iPhone users press the “aA’ on top left to bring down the menu to switch to desktop site.  Samsung users select the “3 dots” on top right to bring down menu and request desktop site. 

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This will enable the full features including the ‘Forgot Username/Password’.  When you click this it will open a new screen that allows you to enter your email address to retrieve instructions on resetting your password.

Step 2

Follow the prompts in the email to select your own password to access your account.

Congratulations! You will now have access to My Account to view availability and make all future bookings.

How do I update my email address or personal details?

If you have access to your My Account portal you can update all your personal details including your email address in the ‘My Profile’ section.

If your previous email address is no longer valid, or you cannot recall the email address you previously used when registering for our services you have a few options:

  1. Complete online form to Update Your Details
  2. Email us at Active Monash with name, contact details and new email address
  3. Contact us via phone 8567 0333 and speak to our friendly customer service staff to update your details

 

How can I make it easier to access My Account from a mobile?
My Account is mobile responsive, which makes it great to access when you are on the go.  When accessing My Account from a mobile it will default to the responsive mobile site.  This uses the same login email and password as the full site version.  When logged in to the mobile version the functions are limited to improve useability.  You can open the full site from within the mobile My Account to access the full features, however this won’t be as easy to read on smaller screens.

Hot Tip! If you are using a smart phone you can add a button on your phones home screen that will take you directly to My Account. Some people also choose to use face recognition, or save passwords to make accessing My Account even easier.  This of course is personal preference.  Bookmarks or frequently visited sites are also great features on some phones that are recommended.

Iphone users can add to home screen from the bottom 

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How do I get more help to set up My Account and if I've got more questions?

If you have any questions, or need assistance, you can contact us via email [email protected] or call 8567 0333 to speak with one of our friendly customer service staff.

  
 

General 

How do I view my session bookings?

You can view bookings in My Account from your ‘Home’ screen.  This will show you your last attendance and a section called ‘Manage Upcoming Bookings’ where a list of your current bookings will be visible.  Only bookings for the current Centre logged in as will be displayed.  To view bookings at other sites you will need to visit your My Account for the other centre.  

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How do I cancel my session booking?

Members and Multi-Visit Pass customers can cancel bookings through ‘My Account’. You can cancel a session booking through the ‘Manage upcoming Bookings’ on your homepage providing it’s within the acceptable timeframe for cancellations as per the booking terms and conditions. Click on the magnifying glass and select cancel booking.  

Multi-Visit pass holders will be credited back the session if the session is cancelled 30 minutes prior to the booking. 

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Casual customers will need to email [email protected] to request cancellation and to receive a refund or complimentary pass.  Again, notice must be received within the acceptable timeframe for cancellations as per the booking terms and conditions.

 

 

 

 

Membership 

How do i join a membership?

Existing customers can view and join membership options directly through ‘My Account’ under the ‘Buy Online’ heading.  It is recommended to do this on a desktop PC for ease of navigating through the process.  You can also complete this from a mobile if you select ‘Full Site’ so you can view the full features and options available.

New customers who have never provided details to Active Monash previously are able to purchase a membership by visiting our public membership page.  Through this process our system will recognise if you already have registered your email and therefore have an account, or it will allow you to join and it will create a My Account profile for you.  If it recognises you have an account you should follow the instructions on ‘How to access My Account for the first time (Existing Customers)’, then the instructions above for Existing customers.

How do I upgrade my membership?

If you have an existing membership you can upgrade to a new option through My Account. 

  • Log into your account via “My Account” and select the “buy online” menu drop down. Select memberships. 

View your existing memberships and select the green “change” button.

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  • Choose which membership you would like to change to and select the green “buy’ button.
  • Review the change of membership detail and accept the terms and conditions. You will be charged a pro rata for the difference in membership fee. Add in your direct debit and billing information to make the outstanding payment.
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How do I update my payment details?

To update your direct debit details, you will need to be logged into the full site either on a desktop or mobile device. Once logged in to My Account,  choose the ‘my profile’ menu option and select ‘my account’.

Select update my direct debit details on the right hand side.  

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How do I pay an outstanding amount?

You can pay an outstanding amount on either the mobile or full site view of My Account. Once logged into My Account, you will be prompted with a notification on the home screen. Click on the ‘pay outstanding balance’. You can then review the outstanding balance and make payment.

 

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How do I suspend my membership?

To request a suspension for your membership please click here.

How do I cancel my membership?

To cancel for your membership please click here.

 

 

Multi-Visit Pass 

How do i purchase or renew a multi-visit pass?

Existing customers can view and join multi visit pass options directly through ‘My Account’ under the ‘Buy Online’ heading.  It is recommended to do this on a desktop PC for ease of navigating through the process.  You can also complete this from a mobile if you select ‘Full Site’ so you can view the full features and options available.

New customers who have never provided details to Active Monash previously are able to purchase a membership by visiting our public membership / visit pass page.  Through this process our system will recognise if you already have registered your email and therefore have an account, or it will allow you to join and it will create a My Account profile for you.  If it recognises you have an account you should follow the instructions on ‘How to access My Account for the first time (Existing Customers)’, then the instructions above for Existing customers.

 


Contact Us

If you have any additional questions, or suggestions for this page please contact our team using the form below.

 

Last updated: 23 November 2020