FAQ

Use the links below to jump to the most helpful Frequently Asked Questions for you!

If your enquiry is not listed below please contact us directly from our contact us page.
 

 

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Online Booking

Q. I do not know my membership number?

Please contact memberships@enjoyleisure.com or call any of your local sports centres for assistance.

Q. How do I reset my PIN?

Go to the online booking log in page. Click ‘Forgotten your PIN’. It will then ask you to enter your email address, and complete the security captcha. A link will be sent to the email address (your membership number will be in the email).Copy and Paste the link into your browser and set your own 4 digit PIN – your PIN must not start with a zero.

Q. I have multiple accounts with one email address?

Go to the online booking log in page. Click ‘Forgotten your PIN’. It will then ask you to enter your email address, and complete the security captcha. It will then warn you that there are multiple accounts linked to your email address and to enter the Member ID you are trying to reset. Enter the member ID (found on any correspondence from enjoyleisure). A link will be sent to the email address.
Copy and Paste the link into your browser and set your own 4 digit PIN – your PIN must not start with a zero. Make sure to set different pins for each account to differentiate between them, or you will get an error when you log in to either account.

Q. My account is locked?

Please phone your local centre, or email memberships@enjoyleisure.com to request your online account be unlocked.

Q. How do I update my personal / account details?

You can update your personal details (address, phone number, email) online if you click ‘My Account’ in the top right corner. Please keep them up to date as they will be used for correspondence. 

Q. My payment transaction has been rejected?

If you are booking the same activity on the same card in a short space of time, even for different members, our payment provider may reject the transaction as protection against duplicate payments. Wait 10 minutes and try the second payment again, the payment processor counts duplicates as transactions attempted in the previous 2 minutes.
If your card if registered to a different address than your account details online, make sure that you change the address details. The payment portal pulls through your address and postcode from your online details.
For any other rejections, please contact your bank.

Q. An error message is displayed after my payment has been made?

Please do not make payment again. If you see an error message, check your emails for a payment receipt. If you have a receipt, your payment has been taken. You can confirm this on your online account online, as your booking will show in your account or your membership details will show in your online memberships account.
If you are unsure, you can contact memberships@enjoyleisure.com or call 0131 653 5200 or any of your local sports centres to ensure that your booking or membership has completed.
If you do not have a receipt, you can make payment again or contact us to enquire for assistance.

Q. I made a payment but my booking has disappeared?

We have been experiencing intermittent issues with online bookings not confirming through to our booking system. We have raised this with our software provider and are searching for a resolution. If you unsure if a payment or booking has been completed, please wait 30 minutes and check your online account for the booking. If it does not appear or you are unsure contact memberships@enjoyleisure.com, call 0131 653 5200, or any of your local sports centres to ensure that your booking or membership has completed.

Q. I have joined online but not received a welcome email?

The welcome email confirms your membership ID (this can be found in your account online), confirms that your photograph will be taken for your member record and a key fob provided when you first visit a sports centre, confirms enjoyleisure’s cancellation policy, and provides information about arranging a gym induction

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