App FAQs

Any questions you may have relating to our App should be found here. If not please feel free to call us on 0860 200 911.

Why can’t I can’t log in?

If you’ve downloaded our app and can’t log in, it could be one of 2 things.

• You do not have an authorised contract.

Please to chat to your Club Manager or Member Experience Manager at your club or our social media teams on any official Virgin Active SA platform. Alternatively contact our call centre on 0860200911 and any of these amazing people will be able to assist you.

• You have not set up your password.

In this case click on the reset password on the app opening screen and follow the prompts. (Please ensure your e-mail address is accurate as this will be e-mailed to you on the password provided)

How do I reset my password?

If you can't remember your password, just hit the forgot password link to reset it.

Alternatively Contact us on 0860 200911 or email us on getintouch@virginactive.co.za for a reset.

Does the app cost me anything?

No. The app is completely free to Virgin Active members except for any data costs that one may incur.

My App is not working

Please check that you have downloaded the latest version of the app. If you have and are still experiencing issues, please pop us a mail on getintouch@virginactive.co.za.

My device is not compatible, now what?

Visit your app store and search for the Virgin Active South Africa app. If it says INSTALL or UPDATE, it means you need to update the version of the app you have. You can also check the latest app release date for when the app was last updated.

Online workouts (FAQs)

Can I earn Vitality points by completing workouts online? Absolutely… workout for 30+ min and you’ll receive 50 Vitality points!

This is capped to 50 points per day, but you can exercise for as long as you like. Workout online now.

We total all your minutes spent during a day to see if you qualify for your Vitality points or reach your 30 min goal. So mix it up and try a few online workouts to reach your daily goal if the first workout you have selected is under 30 minutes.

Your workouts will reflect in your Discovery app (where your club visits would usually appear). Please remember that they take up to 48 hours to reflect

What happens to my app access when I cancel my contract?

Members who have cancelled their contract will not be able to use the app once their cancellation is in effect.

How about when I freeze my contract?

If a Member freezes their account, they will not have access to the app until they unfreeze their membership.

I have an outstanding amount on my membership will I have access to your app?

No, unfortunately access will be blocked to our app until your arrears has been settled.  Please feel free to contact 0860 200911 to make payment arrangements.