Frequently Asked Questions
What happens if we go into lockdown and the facilities have to close?
All memberships will be frozen and will be reactivated when our facilities re-open.
I can't renew my membership online
Once your membership has expired, your account 'lapses' and will need to be reactivated by our memberships team.
I have a membership - why won't the gates at reception open?
Many of our activities need to be booked online in advance. If you have not made a booking for the activity currently in session, the gates will not open. Gates will deny access if you have an outstanding balance on your account, if you have not completed a gym induction, or if you have a 3-strike booking ban on your account.
Why can't I book fitness classes?
This is either because the class being fully booked, or you do no have fitness class benefits included in your membership. Our classes are are popular, however at times people do cancel a bookingwhich will create spaces for others.
If you join the waiting list for a class, you will be automatically added if a space becomes available for you, so make sure to check your online account.
Why can't I make bookings through my account?
It is likely due to a bookings ban on your account.
A bookings ban is imposed when you build up 3 strikes on your account. Strikes are added to your account if you:
- fail to attend a booking
- attend a booking late
- fail to swipe to confirm attendance
- cancel a booking within 3 hours of the booking start time.
A bookings ban will last for one week. This system has been put in place to stop people booking muliple classes in advance and not attending.
Do I get a discounted membership if I receive a bursary?
Yes. Please contact us with your student number and we will get back to you with details of the discounts that apply to you.
Alternatively, you can sign in to your online account using your University single sign on. If your ‘membership status’ includes the letter ‘A’, ‘B’, ‘C’, ‘D’, or ‘E’ then you will be able to amend your membership at the discounted price.
Please note that all Bursary memberships expire on August 31 each academic year unless a monthly direct debit option has been selected.
I pay by direct debit - how much notice do I have to give to cancel?
You must give notice to cancel your membership 12 days (or more) before the end of the month for payments to stop immediately. If you cancel within the last 12 days of any given month, the payment will have already been processed and the following month will be paid for in full. In this instance, your membership will remain active until the end of the following month and you will still be able to access facilities.
All cancellation requests should be submitted in writing Contact Us
Please note: if you decide to rejoin at a later date normal joining fees will apply.
Do I need a membership to do all activities?
No - there are lots of activities you can do without a membership.
B:Active Residences for students living in University accommodation is free to attend withour a membership.
Every time I try to login online it is coming up with an error code
We are aware of an issue intermittently effecting single sign-on. There are three things that you can try to resolve this problem.
- Try clearing your 'cache' on your PC/laptop.
- Try opening the link from an incognito/private window.
- Try to open the link in a different web browser to the one you're currently using.
What is the waiting list and how does it work?
Adding yourself to a waiting list means you will be auto-booked onto the activity if a place becomes available, up to 3 hours before the booking start-time. This will happen if somebody already booked onto the session cancels their booking.
The waiting list is ordered on a first-come, first-served basis. We advise you to manage your waiting lists as per your bookings.
What are 'Interest Groups'?
If you join a sports club with the Students' Union and wish to attend training sessions or matches, you will need to purchase a #WeAreBristol membership and add yourself into the ‘interest group’ for the sports club.
To add yourself to an Interest Group, sign into your online sports account and click 'join interest group' and select the relevant sports club/team.
Each time you attend a training session or match please swipe at our Wecome Desk to confirm your attendance, this enables your club to collect data on attendance numbers.
How do I cancel my membership?
If you pay monthly for your membership, Contact Us to request to cancel, giving notice as per our terms and conditions.
If you pay annually you are unable to cancel you membership unless you provide a medical certificate to show you are unable to continue to safely use the facilities.