Members Portal

How do I log in?

1. Select ‘Login’ via the link above
2. Enter your email address and password
3. If you have not logged in before and you are a member, see your local Centre to request your login details.
4. If you have not logged in before and you are a casual visitor, select ‘Signup’ above the login box.
   
   

Can I login on my phone?

Yes. You can login on your phone’s internet browser, the layout will be different compared to a desktop set up. To see the menu bar press the three lines in the top left corner of the screen for navigation options (next to Council's logo).

Why won’t it recognise my email?

The system will only recognise registered email addresses, make sure you have typed it in correctly. For members with an existing account, it is important that you use the email address you have registered with us, this will be the email address that you receive our emails in.

I have forgotten my password

Select the ‘Forgot password?’ option on the login screen, and follow the prompts. 

What if I don’t have an email address?

You will need a valid email address to create an online account. If you do not have an email address you can still be a member and customer however you won't have online access and any bookings or account changes will need to be done at your chosen facility.

What is a Primary Account Holder?

One of the key benefits of the online portal is that we can now link family members in the one account. For example, a Gym member who is a parent of a child enrolled in our Learn to Swim program can manage both accounts with the one login.

To become a Primary Account Holder and have family members linked to your account you will need to speak with reception staff at your local facility. 

What if I share an email address?

Family members can share the same email address of the Primary Account Holder so all accounts can be seen from the one login. For example, a parent or guardian can be the Primary Account Holder and their child enrolled in Learn to Swim classes can all have the same email address. You will need to designate the Primary Account Holder with us at your local Centre.

All family members schedules and accounts can be seen and updated from the one login.

How do I add a family member?

To link accounts and family members in Xplor, visit us in centre and we will add family members to your account.

What are the acronyms for each Facility?

• BSS – Buffalo Sports Stadium, Woodend
• GAC – Gisborne Aquatic Centre
• GFC – Gisborne Fitness Centre
• GIS – The Stadium, Gisborne
• KSAC – Kyneton Toyota Sports & Aquatic Centre
• MCC – Macedon Community Centre
• RCLC – Riddells Creek Leisure Centre
• RRC – Romsey Recreation Centre

Can I purchase a new membership or visit pass online?

Yes! Once you have logged in, click ‘Memberships’ or ‘Visit passes’ and choose the appropriate type you would like to purchase and follow the prompts from there.

Note: If you tick ‘yes’ to any of our pre-exercise medical questions you may need to supply us with a medical clearance from a health professional.

Can I purchase a membership with concession rates online?

In order for us to make sure you are eligible to receive a concession discount on a membership you will need to purchase your membership or visit pass at your local Centre. Make sure you have proof of concession available to show our reception staff at the time of purchase.

Can I renew my membership online?

Yes! In your expiry notification email you will be supplied with a discount code for all 12 month memberships purchased before your membership is due to expire, this can be used at the checkout screen to apply the 20% early renewal discount.

How do I suspend my membership?

Suspensions will need to be discussed with reception staff at your local centre.

How do I cancel my membership?

Cancellations will need to be discussed with reception staff at your local centre as a cancellation form will need to be filled out.

Can I change the day and time of my child’s class online if they are already enrolled?

You are able to see available classes for your child's level online however in order to transfer to another class you will need to speak to reception staff at your local centre.

Can I enrol a new student?

For new enrolments as mentioned above, you are able to see available classes for your child's level online however in order to enrol as a new student you will need to speak to reception staff at your local centre.

Can I see available classes?

Yes, all classes will show how many spots are left in the class or if they are full.

How do I suspend or cancel classes?

All suspensions and cancellations must be done at your local centre. 

Class suspensions can only be done for medical reasons or exceptional circumstances. Evidence such as a medical certificate may be required to support your suspension request.

How do I update my direct debit details?

You will need to be the Primary Account holder.

• Once you have logged in and are on your ‘My Info’ page
• Scroll down to Finance Info
• Expand this section by clicking the arrow
• Here you can update your direct debit details, noting that any information entered is tokenised for security purposes
• To add new credit card or bank account details click + New and follow the prompts to enter new details.
• Please ensure you save your edits before exiting the screen
• If you need to edit current account details, or change your default payment method, click the saved payment method to update, then click Edit.
• Please ensure any new account details you add are marked as the default to be used.

How do I pay the outstanding amount owing on my account?

Your Customer Portal allows you to see upcoming invoices and any outstanding amounts owing.

To pay off over due invoices, you will need to be the Primary Account holder.

• From ‘My Info’ page
• At the top, click ‘Invoices’, this will take you to your invoices screen
• You can then tick on the invoices that have not been paid and select ‘Make Payment’ at the top
• A payment window will open, which you can fill out with your credit card details and complete your payment
• You can return to the Invoices screen anytime you would like to see upcoming payments

Can I see my billing history?

Yes once you have logged in and are on your own profile

• Select ‘My Info’
• Scroll down to 'Transaction' for past payments

Or

• Select 'Invoices' at the top of your 'My Info' page
• Use the filters to select the date range and invoice status
• This will show your selected invoices.

How do I book online?

Once you have logged in to your account follow the below steps:

• Activity Bookings
• Group Fitness Classes
• Choose the facility (see General FAQ's tab for facility acronym's list)
• Scroll to find the class you would like to book, you can use the filters to choose the class
• Follow prompts to finalise booking

No booking is deemed as confirmed until notification is received by the patron outlining the booking. Booking confirmation advice may be required to be presented prior to being provided access to a class or activity.

How far in advance can I book in to a class?

Members and Visit Pass holders can book in 14 days prior to the scheduled class.

Casuals can book in 5 days prior to the scheduled class.

No booking is deemed as confirmed until notification is received by the patron outlining the booking. Booking confirmation advice may be required to be presented prior to being provided access to a class or activity.

Can I cancel/withdraw from a class online?

Yes you can, go to your schedule and select 'withdraw' from the class you are removing yourself from.

• Cancellations can be made up to 30 mins prior to scheduled class start time. Cancellations can be made online / in person / email / telephone.
• Participants who accumulate three instances of non-attendance at a booked class without prior cancellation may have their access to the booking system restricted unless exceptional circumstances.

Can I book in as a casual user?

Yes you can! If you would like to book in online you will need to create an online profile and follow the booking process mentioned above.

Are there any waitlists?

Yes, when a class is full we have a waitlist capacity of 10 per Group Fitness class.