Frequently asked questions

Frequently asked questions

General FAQs

How do I join?

You can join online, then select your region, choose one of our great value memberships and complete the online joining process. If you’d like to chat through our membership packages with us then you can contact the centre or pop in talk to a member of the team.

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Do I have to sign-up to a 12-month contract?

You can choose to pay-as-you-go, opt for an uncommitted membership, or take out one of our great value membership contracts on a 12-month commitment.

Do you have lockers in your centres?

Yes, we provide lockers or baskets (Eastney) at all of our centres. Lockers operate with either padlocks or tokens.

Tokens and padlocks are available to purchase from main reception or you can bring and use your own.

Which centres have cafes and soft play?

Facilities vary from centre to centre. 

  • Littledown Centre – cafe and soft play
  • Pelhams Park – cafe and soft play
  • Corfe Mullen – cafe (soft play opening TBC)
  • Mountbatten – cafe and soft play

Soft play access is on a first come first serve basis (charges apply at some centres). Numbers are restricted at this time – please ask in centre for details.

Is it free to park at your centres?

Facilities vary from centre to centre. Free customer parking is available at the following centres.

  • Littledown Centre- up to 3 hours on weekdays. If you are staying for longer you will need to get a parking permit from the centre.
  • Pelhams Park 
  • Sir David English
  • Stokewood
  • Corfe Mullen
  • Queen’s Park
  • Mountbatten
  • Tennis and Gymnastics Centres
  • Wimbledon Park Sports Centre
  • Charter Community Sports Centre
  • Eastney

Please note: Pyramids Centre does not have a dedicated car park but a pay and display car park is located close by. If you have a membership please ask us about permits.

Do you have free wifi in your centres?

Yes, all of our larger centres provide free wifi for customers to use.

Sorry – smaller sites such as Eastney, Wimbledon Park and Charter do not have wifi.

My membership was frozen during lockdown, will this be reactivated automatically?

Our centres are reopening and we are reactivating memberships so you can get back to enjoying the benefits of being regularly active.

How do I make changes to my membership?

Please ask in centre where possible. If this is not possible, please contact us via our web form and select the first option to make membership changes.

Please bear with us as we are currently experiencing a high volume of enquiries.

How do I freeze or cancel my membership?

If you are looking to freeze or cancel your membership please visit our help section

How do I unfreeze my membership?

If you are looking to unfreeze your membership and start using our centres again please complete this form.

What is happening with swimming, gymnastics and tennis lessons?

Swimming lessons at some centres, tennis and gymnastics lessons have now restarted.

Can I access more than one centre?

Yes, with our memberships can you access all BH Live Active centres in your region. 

Can I refer a friend?

Definitely, plus for every friend referred, you get a free month’s membership!

Visit bhliveactive.org.uk/recommend-a-friend/ to find out more

I have a question that isn’t covered here – who can I contact?

If there’s something we’ve not covered here, please ask in centre when you visit.

Alternatively you can contact us via our online form and we’ll come back to you as soon as we can.

Classes & Activity Booking (app and online)

How do I book onto an activity?

Booking a gym, session, swim or class place before you visit is essential – you will not be able to walk in and do an activity without a booking. This is to help keep everyone safe by limiting the number of people in our centres at any one time.

Gym, swim and classes sessions can be booked up to seven days in advance online at: https://my.bhliveactive.org.uk/Connect/ or by downloading the BH Live Active Mobile App (Apple Store and Google Play).

Read more about how to book an activity.

 

How do I cancel a class?

If you have booked onto a class you can’t attend, you must cancel at least two hours before the class is due to start. If your class takes place before 9am you may cancel up to one hour.

How to cancel:

  • You can cancel via the BH Live Active app, using the ‘manage my bookings’ tile.
  • Alternatively, you can cancel online
How do I reset my password?

To reset your password please visit our website https://my.bhliveactive.org.uk/Connect/MemberManagement/MRMpasswordrequest.aspx and follow the prompts.

Your new password must be at least 8 characters in length and contain at least;

  • 1 upper case letter
  • 1 lower case letter
  • 1 number
  • 1 special character such as £, %, -, @
Can I reset the password via the app?

Yes on the app login screen there is a password reset option

I haven’t been contacted to reset my password – does that mean I don’t need to?

Everyone will have to reset their password to continue using the booking system. If you have chosen to continue freezing your membership, you don’t need to do this straight away. You will however need to reset your password when you are ready to come back.

I am having trouble resetting my password – please can you help?

To reset your password please visit our website https://my.bhliveactive.org.uk/Connect/MemberManagement/MRMpasswordrequest.aspx and follow the prompts.

Your new password must be at least 8 characters in length and contain at least;

  • 1 upper case letter
  • 1 lower case letter
  • 1 number
  • 1 special character such as £, %, -, @

If you are still having trouble resetting your password please contact our membership team via our online help centre. We will respond to you as soon as possible.

Please do not send us multiple messages via the website as this will delay response time.

I have multiple accounts linked to my email address. Do I need to reset the password for each account?

Yes – If your email address is being used for more than one account (for example a junior or dual membership) you will be asked for each account’s membership number (member ID).

Where can I find my member ID?

You’ll only need your member ID if your email address is being used for multiple accounts. If you do not know your member ID, please contact our membership team via our online help centre.

I have sent a form requesting my member ID but haven’t heard anything back

Our centres are still closed, and we are working as quickly as possible to respond to enquiries. We will respond to you as soon as possible.

Please do not send us multiple messages via the website as this will delay response time.

I've reset my password but not all the centres are showing

The only centres that are showing are the ones where there are bookable activities. If there are no bookable activities at this time, the centres will not show up on the booking system.

If the centre is showing as ‘Contact Centre’ then try clearing your cache.

Can I message you via social media for help?

We are unable to access membership information via social media.

If you have a question relating to your membership account, please either ask in centre or contact our membership team via our online help centre. We are working as quickly as possible to respond to online enquiries and will come back to you as soon as possible.

I have a question that isn’t covered here – who can I contact?

If there’s something we’ve not covered here, please ask in centre when you visit.

Alternatively you can contact us via our online form and we’ll come back to you as soon as we can.

Swimming and lessons FAQs

How can I see what swimming sessions are available?

Visit our swim timetable either online or via the BH Live Active mobile app. 

How do I book a swim?

Booking ahead is essential.  This is to help us manage the number of people in our centres at any one time. See our swim timetable for session availability and you can book up to 7 days in advance.

Book online or via the BH Live Active Mobile App (Apple Store and Google Play)

Do I need to get in the water with my child for swimming lessons?

An adult will need to accompany children in our Adult & Baby, Toddler and Child classes at all centres.

Who can I contact about my swimming lesson?

Please complete our online form and a member of the team will be in touch.

How do I change my swimming lesson?

You can use the Home Portal service to choose your next course if you have been notified to move to the next Stage.

To change day or time of your current stage, please complete our online form and the swimming lesson team will be in touch.

How do I cancel my swimming lesson?

If you pay by Direct Debit and you would like to cancel your lessons, please submit  your 30 days’ notice using our online form.

How long are swimming lessons?

Swimming lessons are 30 minutes, this includes 5 minutes for registration and class objectives.

Can I watch my child’s swimming lesson?

The availability for spectator areas varies at each centre/ pool.

We ask that a maximum of 1 adult per family use the spectator area where space is limited.

Is public swimming be available during swimming lessons?

To limit the number of people using the pool facilities at one time, public swimming is not currently available during swimming lesson times.

Do I need to bring my own equipment for the swimming lessons?

All equipment for swimming lessons will be provided. Swimmers will need their own goggles and hats if required.

What hygiene etiquette should I be following?

All customers are asked to maintain high levels of personal hygiene to keep both themselves and others safe. This includes:

  • Wearing a face covering in indoor public / communal areas
  • Washing and sanitising hands regularly
  • Covering coughs and sneezes with tissues and disposing of them in a bin
  • Wiping down machines and equipment with wipes and sanitiser provided after every use.

Please DO NOT come to the centre if you are feeling unwell or have symptoms of COVID-19.

I have a question that isn’t covered here – who can I contact?

If there’s something we’ve not covered here, please ask in centre when you visit.

Alternatively you can contact us via our online form and we’ll come back to you as soon as we can.