FAQ
Frequently Asked Questions
Here you'll find answers to some of the things people ask about most about Glasgow Club.
🚫 No-shows are common at every gym and affect everyone. Causes include:
- Overbooking
- Late cancellation
- Not cancelling at all
🛠️ We're making improvements:
- New reports to track the problem
- Upgrading gate systems for better attendance tracking
- Mobile app updates to provide reminders and easy cancellation
- Developing an app based waiting list for full classes
- Direct member communication for repeated no-shows/overbooking
🚧 Penalties for no-shows might be required. Be ready:
- Book only if you'll attend
- Use "My Bookings" for reminders
- Cancel early if you can't attend
- Follow gate instructions
- At gateless venues, inform reception about every activity you plan to use
Advance booking for swimming is NOT required - our reception team can check you in. We do recommend checking our app or website for swim times before visiting.
It is also possible to use our app to book on arrival or before your visit. If you do this, there's no need to queue at venues with automated access gates - you can head straight to the gate and swipe your band/card from 30 minutes before the slot you booked into.
Glasgow Life is required to make savings of £7.15 million for financial year 2023/24 as a result of unprecedented financial challenges facing Glasgow.
Wherever possible we've planned to save by reducing, rather than losing services. The plans will not close any venues and we've prioritised facilities and activities which offer access for the most people and have the biggest impact to try and best serve the people of Glasgow.
After careful consideration health suites, which had not reopened following the pandemic, will remain closed.
They are expensive to operate and use a significant amount of energy (which continues to rise in price). Many were nearing the end of their lifespan and would require a costly upgrade to meet customer expectations.
The issues we face are not unique, and we are aware some private gyms have shut down parts of their health suite facilities in the face of rising costs.
Our booking software includes a waiting list system. This checked half-hourly for new availability and emailed everyone on the waiting list if space appeared in a previously full activity. Once emails were sent, it waited to see if space(s) were claimed, keeping them hidden from everyone except those who'd been emailed.
Since few of us check our email every 30 minutes and our plans often change after adding ourselves to a list anyway, this system led to spaces tied up by the system but left unfilled so it was switched off.
We're working on a new system for waiting list bookings made via the app and will notify users via a notification rather than email. We know this won't suit everybody but combined with other steps we're working on to tackle "no shows" it should free up spaces for everyone. We hope to offer this some time in early 2024.
This is just a leisure swimming session you can attend as an individual or family.
Booking ahead is NOT required but we do recommend checking our app for swimming times to avoid disappointment. You can also book ahead if you want to. This will save time on arrival and if you're swimming alone it means you can scan straight through at the gate at venues where we have these (no need to join a queue).
KNOWN ISSUE(s)
There are presently no "known issues" with the app.
HAVE A DIFFERENT ISSUE?
If no-one else you know who has the app is seeing the same problem or you're unable to check this with anyone, the following are the first things to try. We recommend you try each option and test before moving on if the problem hasn't been resolved.
1. Quit and restart the app
Note: we don't just mean swipe up then tap the app icon again - phones and tablets generally leave apps running in the background. Below are instructions to close the app completely and reopen it from scratch:
For Apple phones or tablets
(e.g. iPhone/iPad/iPod Touch): Apple Support (UK)
For Android phones or tablets
(e.g Samsung / Google / OnePlus / LG / Xiaomi / Motorola / Nokia etc: Lifewire.com
2. Log out and back in to the app
- Open the Glasgow Club app
- Tap the Menu ≡ (top-left of the screen)
- Tap Accounts
- Tap Sign Out (bottom of the screen)
- Tap OK
- Tap Menu ≡ (top left of the screen)
- Tap any Venue name
- Tap My Bookings and log in again
3. Delete and reinstall the app
Apple phone or tablet (e.g. iPhone/iPad/iPod Touch)
- Tap and hold the Glasgow Club app icon on your phone/tablet homescreen
- Tap Remove App
- Tap Delete App
- Open the App Store app
- Search for Glasgow Club and tap ☁️ to re-download it
Android phone or tablet (e.g Samsung / Google / OnePlus / LG / Xiaomi / Motorola / Nokia etc)
- Open the Google Play Store app
- At the top right, tap the profile icon
- Tap Manage apps and devices then Manage
- Find and Tap Glasgow Club
- Tap Uninstall
- Open the Google Play Store app
- At the top right, tap the profile icon
- Tap Manage apps and devices then Manage
- Tap the Installed button and change it to Not installed
- Tap the checkbox next to Glasgow Club and then tap install (downward arrow, top-right)
4. Tried all the above and still got problems?
Please get in touch at glasgow.club@glasgowlife.org.uk remembering to include:
- full details (screenshots/video if possible) of what you're experiencing
- which venue home screen you're using
- the brand of device you're using
- which version of the app you have installed - tap the Menu ≡ (top-left of the app home screen) and look for the number at the bottom of slide-out window
Cancelling a membership inclusive/free booking
If you made a booking that did not require payment (e.g. if the activity was free/included in your membership) it can be cancelled in our app or online booking website.
- Tap "My Bookings"
- Select the booking you want to cancel
- Tap the "Cancel" button (if this is greyed out see below)
Paid Bookings / Refunds
The 'shopping' process is handled by a different system from checkout/payment. This keeps your card details secure. Human intervention is required to reverse the payment or handle an exchange. By comparison, a booking included in membership costs zero so cancellation is quick and easy.
If Glasgow Life is unable to provide your activity (e.g. an unexpected closure occurs):
- If you paid in our app/website our customer support team will process a refund for you automatically – no action is required on your part
- If you paid at venue by phone or in person, the reception team will offer a transfer to a new session of the same value OR process a refund to the card used to pay for the original booking, only refunding cash if you paid this way.
If YOU wish to cancel a 'Pay As You Go' booking
All Pay As You Go bookings are payable in advance and non-transferrable or refundable, so please ensure when making the booking that you are definitely able to attend. In exceptional circumstances, the manager of the venue or programme running your booked activity, may at their discretion, offer an exchange or refund. We cannot guarantee this will be possible and any refunds approved will be made using the original payment method.
Just Joined?
If you've joined online you can pick up a membership card or RFID band on your first visit. Just ask at reception.
Membership cards are free so if yours is lost/damaged please ask for a replacement which will render your original card/band unusable by anyone else.
Your first RFID band is free as a pay monthly member or £2 for Pay As You Go users.
Lost a card or band and need a replacement?
All customers can collect a replacement member card at reception for free.
A replacement RFID band can be purchased at reception for £2
Pay As You Go users may also pay a £2 deposit for an RFID band to be able to use RFID enabled lockers (where these are available) and return the band for a refund of this on each visit. NOTE: With this option, the band is not linked to your account so can only be used with the locker (no other features are available).
Apple Devices (iPhone / iPad)
iOS 17 is the current iPhone / iPad operating system version (at the time of writing). iOS 15 was released September 2021 and this is the oldest version our app is currently compatible with. If your phone can support a more recent iOS version then upgrading it should help, and is recommended anyway to keep your device secure for everyday use.
You can find out how to check your iOS version and also find out how to update iOS on Apple’s website.
Apple Devices still supporting iOS 15
- iPhone 12, iPhone 12 Mini, iPhone 12 Pro, iPhone 12 Pro Max
- iPhone 11, iPhone 11 Pro, iPhone 11 Pro Max
- iPhone XS, iPhone XS Max
- iPhone X, iPhone XR
- iPhone 8, iPhone 8 Plus
- iPhone 7, iPhone 7 Plus
- iPhone 6S, iPhone 6S Plus
- iPhone SE (first and second generation)
- iPod Touch (seventh generation)
All newer devices are compatible with iOS 17+
Why doesn't the app work on ALL phones/tablets?
Like most apps, ours is continually being improved to stay up to date with changes in smartphone technology and compliant with necessary security updates.
Changes don’t always mean you need a new device. An update to your phone or tablet’s operating system is usually all that’s required.
Sadly, our devices do eventually reach an age where they can’t keep pace with the latest operating system releases.
if you aren’t ready for a new phone or tablet, the same email and password you use for the app works on our booking web page. We try and retain compatibility as far as possible.
Windows phones are the exception with too small a user-base to justify the development costs of providing an app.
Android Devices
The current version of the operating system is Android 14. In December 2016, Android 7.1 was released, and this is the oldest version of the operating system our app is compatible with. If your phone can support a more recent Android version, upgrading it should help, and is recommended anyway to keep your device secure for everyday use. You can find out how to check and update your Android version on Google’s website.
Devices we believe still support Android 7.1
- Google: Nexus 6, Nexus 6P, Nexus 7, Android One, Nexus 4, Nexus 5, Nexus 5X,
- LG: G4, Optimus L70, G2, G3
- Motorola: Moto G4, Moto X 2014, Moto X Play, Mot X Pure, Moto E, Moto G, Moto G 2014, Moto G3
- OnePlus: OnePlus 3/3T, OnePlus X, OnePlus One, OnePlus 2
- Samsung: Galaxy S5 (klte), Galaxy Tab S2Galaxy S3 (I9300, Sprint, TMO, VZW)
- Oppo: Find 7s, N3, R5/R5s, R7 Plus, Find 7a,
- Sony: Xperia T, Xperia TX, Xperia V, Xperia M, Xperia SP
- Xiaomi: Redmi 1S, Redmi 3, Redmi Note 3, Mi 3, Mi 4, Mi 5, Mi Max
- ZTE: Axon 7
Why doesn't the app work on ALL phones/tablets?
Like most apps, ours is continually being improved to stay up to date with changes in smartphone technology and compliant with necessary security updates.
Changes don’t always mean you need a new device. An update to your phone or tablet’s operating system is usually all that’s required.
Sadly, our devices do eventually reach an age where they can’t keep pace with the latest operating system releases.
if you aren’t ready for a new phone or tablet, the same email and password you use for the app works on our booking web page. We try and retain compatibility as far as possible.
Windows phones are the exception with too small a user-base to justify the development costs of providing an app.
What’s an RFID band?
It's a silicone wristband with a microchip in it that stores a unique code that identifies your membership.
What does it do?
At venues with automatic access gates and/or RFID enabled lockers:
- Bypass the queue and tap to open access gates to enjoy pre-booked activities
- Lock and unlock RFID-enabled lockers (no more hunting for coins or carrying a key during your work out)
- Quickly and easily log into RFID-enabled gym equipment to access your programme, monitor your progress and sign up for challenges
- Exit the car park at Glasgow Club Gorbals without having to remember to collect a code from reception.
How do I get one?
You can collect a band from reception when you visit a venue with self-service access control gates and/or RFID enabled lockers - currently available at:
- Gorbals
- Kelvin Hall
- Scotstoun
- Tollcross
How much does it cost?
If you’re a Pay Monthly member you’ll get your first band free. If you need a replacement it costs £2
If you visit us on Pay As You Go basis, you can buy your own band for £2. Alternatively you can pay a £2 deposit, refunded when you return the band at the end of your visit.
NOTE: returnable bands are not linked to your account so they can only be used to operate the lockers. The other features above require that you buy a band for £2.
How is it different from a membership card or key fob?
Cards and fobs have a single function - they let you access the venue. RFID bands have other benefits (above) and offer greater convenience.
RFID bands can be read quicker and from much further away than the barcode on your membership card/key fob. It doesn’t need line-of-sight so you’re less likely to experience difficulty scanning through access gates.
It's fully waterproof so you can swim with it too.
What if I lose it?
You can buy a new band for £2 or continue to use your membership card and coin operated lockers. If you let us know its lost, we’ll remove it from your account to ensure no-one else can access your personal information or activities you’ve paid for.
Can it be returned/recycled?
Yes, if you stop your membership or you’re simply not using your band, please hand it back at reception so we can reduce waste by recycling it.
Which venues can I use it at?
You can use your band at the access control gates and lockers in Glasgow Club Gorbals, Kelvin Hall, Scotstoun, and Tollcross.
All our gyms also have RFID enabled gym kit so you’ll be able tap your band to access your personal programme, monitor your progress and take part in challenges once you’ve set up a free MyWellness account. Any of our gym team can tell you more and assist you with this.
Why are there different coloured bands?
Members are allocated a band based on the type of membership they choose. This helps us identify younger members and those who maybe new to exercise and need some additional support when accessing activities. It also helps us ensure members are accessing sessions which are appropriate for them and are included in their choice of membership.
Are they latex-free?
Yes, the bands are pure silicone and contain no latex so you can still wear one if you have a latex allergy.
If you have a venue membership paid by monthly direct debit you can simply cancel your Direct Debit instruction to pay "Culture & Sport Glasgow" with your bank (usually possible in a banking app or by phone) at least 5 working days before the next payment is due (7th of each month). You will have access to all the benefits of your membership, up to and including the 5th of the next month and no further payments will be requested. See our updated membership terms for details.
If you have an online-only membership you can visit https://glasgowclub.online and log into your online fitness membership, then under Billing click View or Cancel plans where you'll see a link to cancel any paid membership plan. You'll be asked for a cancellation reason (this feedback helps us keep improving) and have the option to end immediately or retain access until the end of the period you've paid for (usually up to the end of the month or any trial period).
For a few years before the pandemic we ran a loyalty scheme that recognised members who had stayed with us for five years or more. Sadly the majority of the businesses who offered platinum members a discount have folded in the past 18 months and most other services which attracted a discount are no longer available.
We were spending a good deal of time pursuing new offers and discounts, and checking existing ones remained valid. We were also having to issue new plastic cards on a regular basis which takes it's toll on the environment as well as our customer service team's limited time.
With income having been hit so hard and resources overstretched, we're sorry to say we're saying goodbye to the Platinum scheme. It doesn't mean we love our members any less - we're putting our thinking caps on to look at the best way forward with rewards and loyalty in the hope we can come up with something that's both sustainable and exciting.
We have a concession discount that reduces the price of monthly membership and Pay As You Go activities. If you think you meet the eligibility criteria first sign-up for any of our monthly memberships or register for Pay As You Go
Once this is done you can choose to either:
Complete a form to send relevant proof of entitlement (it will take up to 72 hours to apply the discount to your account)
Bring it with you on your first visit so our venue staff can add the appropriate amendment to your subscription.
ActivClub membership includes:
- Unlimited swimming
- Bookable ActivClub Gym sessions
- Disability Sport sessions
- Walking Football and Walking Netball
- PLUS a selection of classes at no extra charge.
- Any activity not included can be paid for when you book.
Compare our Glasgow Club membership plans to here to find out what's right for you.
In 2020 we launched online fitness and you can now sign up for an online-only membership which might be helpful if it’s not the right time for you to come back in person, or your preferred venue isn’t open.
This remains available and will also continue to be included as part of your venue membership subscription.
For online-only workouts visit Glasgow Club Online to sign up or you canrequest access at no extra charge as a paying Glasgow Club member.
We're keen to see as many annual lump sum payers as possible move to a flexible monthly plan.
Servicing things like reinstatement, cancellation, freezing and 'unfreezing' of memberships has always occupied the majority of our customer service team’s time, and this takes even longer for annual subscriptions, so last year, we made a number of changes. We removed the 12-month minimum-term contract needed to access FitClub membership at just £27 per month, making it our best value membership, with no long-term commitment. We also changed terms and conditions to put the customer in control of their payments.
To stop a membership, whether permanently, or just for a month or two, it's now as simple as cancelling the direct debit instruction with your bank and re-joining again when you're ready. Like most other subscriptions these days there is now no contract, no credit agreement, no risk and no pursuing payment of unpaid membership fees – just a simple monthly payment you can stop and start for yourself.
Annual payers always represented a small, and ever reducing proportion of our members. Payment up-front for a whole year was based on activities and services available at the time, and just like our personal circumstances, we all know these things have been (and remain) subject to considerable change.
The increased flexibility we've introduced has therefore substantially reduced waiting time for customers seeking help with their membership and access to services we provide. This has been vital as we face operating in challenging and unpredictable times. Allowing more transactions to be completed through “self-service” enables us to continue helping those with complex enquiries and needs. Unfortunately annual memberships don't lend themselves well to this approach.
We’ve simplified membership terms so you can just cancel your direct debit with your bank and re-subscribe when you’re ready.
If you stop your membership this way and return within 6-months, you’ll pay no admin fee and we’ll honour your current membership price. To take advantage of this, when you come to re-join you need to speak to our customer service team by emailing glasgow.club@glasgowlife.org.uk
Please note:
This can’t be done via our website.
If you presently receive a concession discount, you need to show you are still eligible when you return, otherwise the discount will not be re-applied to your subscription.
Yes, if a carer is there to make your visit possible, there's no charge for them and no need to book - just visit reception. We do advise checking our app for swimming times to avoid disappointment.
If however, a carer wants to swim for their own enjoyment, anyone in receipt of carer's allowance, can apply for a concession discount.
If you have any specific queries or concerns about visiting with the support of a carer or about your needs during your visit, you're welcome to phone the relevant venue to to discuss this in advance:
- Bellahouston - 0141 276 0767
- Castlemilk - 0141 276 0725
- Castlemilk Pool - 0141 276 1420
- Crownpoint - 0141 287 0600
- Donald Dewar - 0141 276 0774
- Drumchapel Pool - 0141 276 1515
- Easterhouse Pool - 0141 276 9696
- Emirates Arena - 0141 287 7000
- Gorbals - 0141 276 1490
- Kelvin Hall - 0141 276 1450
- Maryhill - 0141 276 5300
- Milton - 0141 276 1320
- North Woodside - 0141 276 1510
- Palace of Art - 0141 276 3896
- Pollok - 0141 276 6878
- Scotstoun - 0141 276 1620
- Springburn - 0141 276 1690
- Tollcross - 0141 276 8282
- Toryglen Football Ctr - 0141 276 0570
- Whitehill Pool - 0141 276 0823
Yes - we've published info on how to make bookings and its a great help if you can book and pay in advance but we understand that for some activities and for customers without access to the Glasgow Club app or online booking, it makes more sense to phone venues to book, pay, and make enquiries.
- Bellahouston - 0141 276 0767
- Castlemilk - 0141 276 0725
- Castlemilk Pool - 0141 276 1420
- Crownpoint - 0141 287 0600
- Donald Dewar - 0141 276 0774
- Drumchapel Pool - 0141 276 1515
- Easterhouse Pool - 0141 276 9696
- Emirates Arena - 0141 287 7000
- Gorbals - 0141 276 1490
- Kelvin Hall - 0141 276 1450
- Maryhill - 0141 276 5300
- Milton - 0141 276 1320
- North Woodside - 0141 276 1510
- Palace of Art - 0141 276 3896
- Pollok - 0141 276 6878
- Scotstoun - 0141 276 1620
- Springburn - 0141 276 1690
- Tollcross - 0141 276 8282
- Toryglen Football Centre - 0141 276 0570
- Whitehill Pool - 0141 276 0823
We will provide regular updates through our social media Twitter and Facebook channels as well as on the Glasgow Life website.
As a charity, Glasgow Life is hugely grateful for the support it has received during the coronavirus pandemic, which has helped us to continue vital work in communities across the city during the most challenging of times. You can continue to help us by donating here.