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Frequently Asked Questions

Have a question?

Most of your questions can be answered via our FAQ's. please check them out below before contacting us.
If you still can't find the answer you're looking fill out our contact us form.

Top Questions

I can't sign up online

If you are using a mobile device to sign up for an Active Nottingham account using our website, some users report that they're unable to proceed past the medical question section. Should this occur, we recommend signing up using a computer/laptop/desktop browser, rather than using your mobile device. It's important to note, this is a very rare occurrence and the vast majority of users can sign up online successfully. If this still doesn't help, please take a screenshot of any error messages you're experiencing when accessing the website and send them to us using our contact form (along with any information of what you were trying to do. Please also provide the make and model of your device, plus the version of the phone you're using).

Accessing On-Demand/Livestream via the Active Nottingham app

Do you have a Fitness+ account and experiencing trouble accessing the On-Demand/Livestream content via the Active Nottingham app? To resolve this, follow these simple steps: 1) Check you are logged into your account via the Active Nottingham app. The quickest way to do this is by opening up the app and clicking on the three lines in the top left corner. Then select the option that states “Accounts”. If you’re logged into your account, your member ID and email address associated with the account will be displayed here. 2) If you are logged in, navigate to the On-Demand/Livestream option on the “Book Now/Book activities page”. 3) Click on the fitness video you wish to watch and then press the “play” button. The video should begin playing. 4) If the video brings up an error message, we suggest logging out of your account and logging back in again. To log out of your account, head back to the “Accounts” section in the app following the above instructions and press the “Sign out” button. 5) To log back into your account, quickly navigate to the “Book Now” page, and select any activity and a time in advance (doesn’t matter what activity). 6) After selecting the activity, click on the login option in the top right-hand corner of the screen after you’ve made your choice. 7) You’ll be asked to enter your email address associated with your Fitness+ account and the password. Once you’ve done this, follow step 2 as shown above.

How do I book a family swim?

- Simply head over to our booking portal, search for the swimming activity and date required. - Then select the "Family Swim" option, which will book up to 2 adults and 3 children for you. - Make sure you're logged into your account, so any applicable discounts can be applied. - If you need assistance, check out our guide.

How do I join Nottingham Swim School?

There are two ways to join Nottingham Swim School: - Direct with the team at your local Active Nottingham leisure centre - Filling out a form, and a member of our customer service team will be in touch

I have a booking query

Without knowing the query, it's difficult to assist - however, we'll do our best to try!! If your query relates to issues booking via the app, and you've received an error message. Follow these steps: - Check your app device meets the minimum operating requirements. - Ensure you are logged into your account, the quickest way to do this is to see if the words "Login" appear in the top right-hand corner of the Active Nottingham app, when you're viewing the booking timetable. If they do, click login and follow the onscreen prompts. - If you've tried this and still having issues, note down the error message and get in touch with us using our contact form, providing your Name/Member ID, error message, date and activity name you were trying to book  The app or website isn't showing the correct prices for me when I try to book..... - Again, ensure you're logged into your profile as the system will default to our RRP if you're not logged in. Once you're logged in, any applicable discounts will be taken into account. - If you're logged in and the prices aren't showing the correct ones for you, get in touch with us using our contact form.

I can't make bookings via the app

Please ensure you have registered your account with us, as you'll not be able to make bookings via the app or website. To register your account, follow this process. If you're still having issues, please follow this step-by-step process: - 1) You have met the minimum device requirements for downloading the Active Nottingham app - 2) Your device may have updated pending that may affect your app, please check your phone for further details - 3) Your app store may have an update for the Active Nottingham app, please check, install the update and try logging in again - 4) If you're still experiencing issues, some users advise the issue goes away when they uninstall the App and reinstall it - 5) If this still doesn't help, please take a screenshot of any error messages you're experiencing when accessing the app and send them to us using our contact form (along with any information of what you were trying to do. Please also provide the make and model of your device, plus the version of the phone you're using).

I'm not a member, I can't make a booking

You do not need to be a member to make a booking at our leisure centres. You can either 'Pay as You Go' with a FREE Active Nottingham account (and you'll get £1 discount on activities) or visit a leisure centre to make a booking. So, why not create a FREE Active Nottingham account and get £1 discount on our Pay as You Go prices? It's quick and simple, use our sign-up form (select the Sign-Up option). Lastly, you can make a booking via our website and the website will take payment online, alternatively you can make bookings via the app (FREE Active Nottingham account or membership required to use the app).

Booking Accounts and Payments

I have just signed up, how do I set/reset a password?

If you are setting one for the first time, you can reset this by following the forgotten password link. - Add your email address to the box provided and press 'Request Password'. - You will then be sent an email on how to reset/request a new password (please ensure you have checked your 'Junk' mail folder for the email). - In some instances, some members will need to register their account before being able to use the website/app/online services. Therefore we also recommend following this process. If you're still having trouble, use our contact form to log this with our team.

I don't have an email address

Our online profiles and booking system require you to have an email address. If you do not have an email address you will need to set one up.

Why am I being asked to pay for my activity?

If you have an Active Nottingham account, Fitness+ or Swim+ membership, please ensure you have logged in to your profile to see the correct details. If you haven't logged into your account, you will see the "Full Price" costs for activities. Dependent on the membership you have with Active Nottingham will determine if you need to pay for an activity. For example: - You have a Swim+ membership but are trying to book the gym. Access to the gym isn't included in a Swim+ membership, so you will need to pay for this session or - You have a Fitness+ membership and are trying to book a racket sport. Racket sports aren't included in this membership and must be paid for If you're still having issues (and you do have the correct membership for the activity you are trying to book), please get in touch with a member of our team.

I don’t have a debit/credit card, can I pay for a booking?

Payments are required at the time of making a booking (whether that is for an 'on-the-day' booking or an activity booked in advance). Therefore we recommend if you want to pay in cash, this will need to be done locally at an Active Nottingham leisure centre. Please check with your local centre for more details.

Are bookings free?

If you are a member, your membership type may include activities, so a charge will not apply when booking. Activities not included in your membership may be available at a discounted fee. Pay as You Go members will pay a discounted fee to participate in an activity at participating locations included within their membership. To create a Pay As You Go Active Nottingham account, sign-up online. Those who do not wish to create a Pay As You Go account, or join a membership, will pay the full fee charged to participate in an activity.

Making a group or one-off activity booking

How far in advance can I make a booking?

Bookings can be made up to 7 days in advance for book and pay (pay as you go) and those with a current annual or direct debit Active Nottingham membership. All activity bookings are subject to availability at the time of booking. The service does not guarantee the availability of courts, classes or sessions as these are on a first-come, first-served basis. The booking window for activities opens up at 7am, 7 days in advance - be quick and book on. If your favourite class is full, why not add yourself to the waiting list?

How do I make a booking?

We encourage booking activities in advance to guarantee your date and time. The booking window for activities opens up at 7am, 7 days in advance - be quick and book on. If your favourite class is full, why not add yourself to the waiting list? You can book via the Active Nottingham app - download the app or by visiting your preferred leisure centre.

Do I have to be a member to make a booking?

You do not have to be a member to attend an activity or make a booking, however, you will need to create a free online account before you can book an activity. Active Nottingham accounts are also available and provide the account holder with discounted activity fees if they do not wish to join a membership. Visit the Active Nottingham website and follow the instructions online. Read our guides to booking to learn how to create a free online account as a non-member.

Can I book a session at another Active Nottingham leisure centre?

Yes, you can book sessions at other Active Nottingham leisure centres. Our Fitness+ and Swim+ memberships include access to all 6 gyms*, health suites, swimming pools and over 300 classes* (split over the 6 leisure centres). *Depends on which membership is taken. Find your nearest leisure centre.

Managing your group or one-off activity booking

Do I need to bring proof of my booking to attend my activity?

You do not need to bring confirmation, you will need to scan your card/wristband/keycard at the turnstile to confirm your attendance. If you don't have a card/wristband/keycard, you will need to speak to a member of the team on arrival at the centre. Should you fail to bring your card/wristband/keycard with you to confirm your attendance you may risk being delayed entry in the facility or turned away.

What happens if I fail to cancel or fail to attend my booked activity?

Late cancellation and non-attendance for pre-booked activities apply to the following activities: - Public Swimming, Group Fitness, and Group Cycling When a member/account holder fails to show up for a pre-booked session or cancels with less than 1 hour’s notice of the session start time, preventing other members from accessing a session, a 'strike' will be added to your account. If you accrue 3 strikes within a 30-day period, your advance booking privileges will be revoked for 7 days. You will still be allowed to book activities that occur on the day. Once your 7 days are over, your advance booking ability will return.

Activity Information

How can I view a leisure centre's activity timetable?

You can view available activities and session times on the Active Nottingham app. Alternatively, use our website timetable.

How long do fitness class sessions last for?

Fitness classes vary in length depending on the discipline from 30, 45, 60 minutes. Please check the Active Nottingham app or website for details of a particular class length.

I haven’t attended a fitness class before or don’t feel very fit, will I be OK to attend?

Of course, you can! Most of our fitness classes are suitable for all ages and abilities and are encouraged to work at your own pace along with our fitness instructor’s guidance. The Active Nottingham app and website advise the intensity level of a class if you're unsure which type to go for. Level 1 - Beginner Level 2 - Intermediate Level 3 - Advanced

Can I attend without having a booking?

We encourage users to pre-book online or via the Active Nottingham app. Our team will be available to help if you would prefer to turn up and speak with someone in person. All online, app and walk-in activity bookings are subject to availability.

Can I give my booking to a friend if I can’t attend?

If you are no longer able to attend a booked activity, please cancel your booking at least 1 hours prior to the start of your booking, so the slot can be given to the next person on the waiting list. If you fail to cancel, you will accrue 1 'strike'. If you accrue 3 strikes within a 30-day period, your advance booking privileges will be revoked for 7 days. You will still be allowed to book activities that occur on the day. Once your 7 days are over, your advance booking ability will return.

Can I bring my carer with me? Do carers require a membership?

Yes, you can bring your carer with you. If you are paying to use our facilities, your carer won't require a membership and will be allowed free access when accompanying you to the changing rooms and your activity.

Should I bring my own equipment?

We encourage users to bring/use their own equipment where possible in our fitness classes, but fitness equipment will be provided where needed. Please remember to wipe down all equipment before and after use with the provided cleaning materials.

Membership freezes and changes

How do I freeze my membership?

You may request that we freeze your monthly prepaid membership if you are temporarily unable to continue participating due to pregnancy or medical reasons. If you’d like to freeze your membership type, use our membership freeze form. You will then be taken to the Nottingham City Council website to complete the form online. Please be aware that a freeze can only be started on the 5th and be applied for a minimum of 2 and a maximum of 4 months at a cost of £6.99 per month. We may require reasonable evidence to support your request which can be uploaded when submitting a membership freeze request.

Can I change my membership type?

Yes, you can change your membership type by submitting your request to our team using our contact form. Changes are subject to Active Nottingham Terms and Conditions.

Can I change my home centre?

With an Active Nottingham membership, you have access to all 6 leisure centres, so there is no need to change your 'home centre' as you can still view and book sessions at any location.

How do I cancel my membership?

We're sorry you want to cancel. Before you go, depending on your membership, do you know you can freeze your membership for £6.99 p/m, this locks in your current rate and great value price until you’re ready to come back. To cancel you must check our Terms and Conditions to see if you’re eligible. 30 days notice is required for all cancellations, as per our Terms and Conditions as a final Direct Debit payment may be required, depending on the date you submit. If you'd still like to cancel your membership, please use our online form and you’ll be taken to a Nottingham City Council page. Sign in or 'Continue without an account', complete the cancellation form and submit. You'll receive an auto-reply on submission and a second when your request has been actioned. We will be very sorry to see you leave and we’re always here if you’d like to come back.

Membership Payments

Can I change my bank details or the date of my direct debit?

In accordance with Active Nottingham membership Terms and Conditions, all Direct Debit payments will be collected from your account on the 5th of every month. Where the 5th falls on a weekend/Bank Holiday your Direct Debit will be collected on the next working day after. Bank details can be updated, provided you have an active Direct Debit instruction. Please contact the Customer Service Team as soon as possible if you require assistance.

New Memberships

What are my membership options?

We have a range of Active Nottingham memberships to make the most of a healthier, more active lifestyle with access to our gyms, swimming pools, fitness classes and health suites. Explore the options available via our website.

How do I join as a new member?

View the memberships section of our website for further information about joining as a new member.

Can I see the leisure centre before joining?

Of course you can, tours of Active Nottingham leisure centres are available with a member of the centre team. Use our enquiry form to chat about a tour, or simply visit your local leisure centre.

Proof of Eligibility

What is the difference between full, concession and Active Nottingham prices?

Full price is the price you pay for any activities if you don't have an Active Nottingham account. The Active Nottingham price is for those who have a registered Active Nottingham account with us (and choose to pay as they go). The concession prices are for Nottingham City residents who are over the age of 60 or in receipt of benefits. This price also applies to any child who lives within the City boundary. If you have chosen a Corporate, Student or Inclusive membership, please ensure you bring your proof of eligibility with you on your first visit, until this is received you will not be able to make any advance bookings via the app or website.

What benefits allow me to claim the concession price?

To access concessionary savings of up to 50%, we ask that you provide proof of your address and your entitlement due to age, disability or receipt of benefits. To check if you live within Nottingham City, use this handy postcode checker which will advise if your address is within the City boundary. To check what we accept as proof, visit our proof of entitlementpage. When your documentation is due to expire you will be required to provide us with a copy of the new documentation before the expiry date, your membership may be suspended if new documentation is not provided.

I lost my Active Nottingham card/fob/wristband, can I get a replacement?

That's not a problem. Pop into one of our six Active Nottingham Leisure Centres and a member of the reception team will be able to help. To replace a card/fob/wristband there is a replacement fee of £3. Please note, only 1 item can be used. If you lose one and replace it, the old device will be deactivated and no longer available for use should you locate it again.

General Leisure Centre information

Where is my nearest leisure centre

Use our centre finder to search for your nearest Active Nottingham leisure centre. Many of our leisure centres have on-site car parking. The exception is Victoria Leisure Centre, which does not have car parking due to its city centre location and is easily accessible via public transport, walking or cycling.

Do leisure centres have a bike store or bike racks?

Our leisure centres do have bike stores and/or bike racks available. Please use the centre finder for more information.

Do you hold onto lost property?

Lost property will be kept for a short period of time. If you have lost an item, please speak to a member of staff at your local centre who can look into this for you. Please do not bring valuables to the leisure centre.

Can children use the facilities?

Children aged 13 years and under are not allowed in the gym area. All children 14-16 years must be accompanied at all times by a responsible person aged 17 years and over.

Using the Gym

Do you have an induction video?

Our "welcome to the gym" video guides you through what to do when you visit us for the first time and will help support your health and fitness programme, as well as making sure you're using the equipment safely. Watch our video.

Do you provide cleaning wipes in the gym?

Yes we do. Gym users will be expected to wipe down their own equipment before and after use. Disinfectant wipes are provided in each gym to wipe equipment with. Members are asked not to use their sweat towels to wipe down equipment.

Do you have any etiquette guidance for using your facilities?

Yes we do, have a read of our etiquette before you visit.

What are the opening hours for the gyms?

Please refer to the timetable online or your Active Nottingham app for the most up-to-date times (as the building opening hours differ from the facility opening times).

Using the Swimming Pool

What is the difference between Swim for All/Swim for Fun/Swim for Fitness etc. sessions?

Swim for All - Open swimming sessions for anyone who wants to hop in for a swim. With lanes to separate the pool, this is available for all strengths of swimmers. Swim for Fun - an exciting, imaginative session for children, young people and families to enjoy with toys and floats. Swim for Fitness - A fun, active session for those looking to keep fit and workout in the water. Lanes are provided for this session, so you can go at your own pace whilst enjoying a sociable swim. Only swimmers over the age of 14 are permitted. Swim for Health - An open swimming session for everyone, particularly for those swimmers with health conditions, a disability, those wanting to improve water confidence, or simply enjoying a quieter, relaxed pool time. Swim for Relaxation - designed to be a peaceful, low-energy swim session for those wanting a swim to enjoy at their own pace. Includes lanes for those wishing to do length swimming, making this a great way to relax (for swimmers over the age of 17 years). Swim for Ladies - dedicated women's-only swimming sessions for girls and ladies aged 14+. Swim for All/Fun with Flume - Great way to work on your swimming skills whilst enjoying our great child-friendly flume (Clifton and Southglade Leisure Centre only). The Swim for All Flume session at Clifton Leisure Centre takes place in their leisure pool and is not recommended for anyone wanting to swim lengths due to pool depth.  

Will the disability hoist be available?

Pool hoists are available at each Active Nottingham leisure centre swimming pool for customers who require them. Please speak to a member of the team upon arrival.

What swimwear can I wear in the swimming pool?

Please wear suitable, safe, decent and hygienic swimming attire (no football shorts or shorts longer than knee length, tracksuit bottoms or see-through items). Babies must wear swim nappies for all swimming pool sessions.

Is the pool safe?

Our water management systems have been reviewed with industry guidance to meet a high standard of safety. All our pools are disinfected with chlorine in-line with industry standards.

Do I need to pre-book to use the swimming pool?

We recommend all customers to pre-book online or via the Active Nottingham app. If you prefer to turn up and speak to someone, this is also available. All online, app and walk-in bookings are subject to availability.

Filming, photography, facility hire and events

Can I film or take photos in the centre?

Photos/filming is not permitted without the permission of the leisure centre management team. Commercial photography/filming requests can be submitted to the leisure centre management team. Photographs/filming is not permitted in the gym/changing area or swimming pool spectator areas.

Can I hire a facility or venue for an event?

If you're interested in booking a leisure centre for a public, private or commercial event please get in touch with our team using our contact form.

Contact us

How can I contact you?

If you are unable to visit us in person at an Active Nottingham leisure centre, there are a number of other ways to get in touch with us for support. Via the Active Nottingham website chat box (it will automatically appear in the bottom right-hand corner of the screen when you visit the Active Nottingham homepage). Via the Contact Us page. Via our Nottingham Swim School or Fitness+ enquiry form - for membership information.