Frequently Asked Questions
Find information below on setting up your Loughborough Sport account, our different offers, purchasing / cancelling memberships, booking activities and using our gyms.
Using the Lboro Sport app
I can not reset my password I do not recieve the password reset email
If you do not recieve an email within 5 minutes of submitting the password request form, the following may apply;
Your email address is not registered on our system, this will happen if;
- We have not recieved confirmation of your enrolement from the University
- You have previously changed your email address to the email address you are trying to re-set your password with
- You did a different course at the University previously, as your original student email address will remain on our system
I have recieved the password re-set email but the link does not work
The link within the email will only be valid for 15 minutes to re-set your password. If you do not complete this process within this time frame you will need to request to re-set your password again.
The system won't accept my new password
After selecting the link in the password email, if the system doesn't except your new password it will be because of the following;
Your link in your email has expired
- From requesting to re-set your password, the link will only be valid for 15 minutes.
Your New Password and the Confirm Password field's do not match
- A green tick will display after the Confirm Password when they do match
Your new password does not contain;
- At least eight characters in length
- At least one upper case letter
- At least one lower case letter
- At least one number
- At least one special character
- A green tick will display for all required characters
If you have not recieved an email to confirm that your password has been re-set, your attempt has been unsuccessful.
- Please try and re-set your password again.
If your password is not excepted when logging in, this will happen when your password does not match the systems database.
- Please note that Lboro Sport can not re-set your password for you, nor can we see your password to provide you with this information.
I am trying to purchase a membership but I keep getting the error 'This Membership is already held and so can not purchase again'
This message will display when an attempt to purchase has been made but payment was not taken.
- Go to the homescreen of the Lboro Sports app
- Select the tile titled Unpaid Sales
- Log in if required
- Select the Basket option from the drop down menu
- The unpaid membership subscription will display
- Follow the on screen instructions to proceed to payment
How do I join Powerbase?
You can join at Powerbase reception, however, we strongly encourage everyone to purchase their membership online or via the Loughborough Sport App. If you are yet to download the app, please do, as all activities, including gym and pool sessions, are only bookable through the app.
Those who can access Powerbase are:
- current Loughborough University students
- current Loughborough College students
- alumni of Loughborough University
- current Loughborough University staff
- part of Loughborough University tenant organisations
- part of Loughborough University sports partner organisations
Unfortunately if you do not qualify through one of these groups, it is not possible to join Powerbase, but you can join Holywell Fitness Centre which is open to everyone in the community.
I have bought an academic year or annual membership, can I get a refund?
If you can no longer use the gym, refunds will only be granted for medical conditions supported by a doctor’s letter or a leave of absence form from the University.
Do I have to pay for fitness classes as a member?
Complete access to our wide ranging fitness class programme is included with your Powerbase membership. Members can sign up to classes in our studios at both the Sir David Wallace sports hall and Holywell Fitness Centre. You will need to book classes in advance to secure your place on all sessions.
What are elite training times?
Powerbase is a recognised Elite Training Centre, home to many of the country's leading athletes including current and future Olympians and Paralympians. This means you get access to the same world-class gym used by these athletes, however, to facilitate their training, other members cannot access from 9:00-12:00 and 14:00-15:30 Monday to Friday.
How do I join Holywell?
Holywell Fitness Centre is open to everyone!
You can join at Holywell reception, however, we strongly encourage everyone to purchase their membership online or via the Loughborough Sport App. If you are yet to download the app, please do, as all activities, including gym and pool sessions, are only bookable through the app.
Can I access Powerbase gym as a Holywell member?
Your Holywell Fitness Centre membership does not give you access to Powerbase, you would need to purchase a separate Powerbase membership.
Do I have to pay for fitness classes as a member?
Complete access to our wide ranging fitness class programme is included with your Holywell membership. Members can sign up to classes in our studios at both the Holywell Fitness Centre and Sir David Wallace sports hall. You will need to book classes in advance to secure your place on all sessions.
Facility Updates in 2021/22
Should I wear a face covering in sports facilities?
To ensure we minimise any risk to all those in our community, we have adopted the following face covering protocol across our sports facilities (please note the heightened expectations in Powerbase due to its recognition as an Elite Training Centre) with the only exceptions being medical exemptions and activities in the water at the pool.
All users are strongly encouraged to wear a face covering indoors when in communal areas. In Powerbase we're expecting users in elite training times to go a bit further and wear a face covering indoors at all times, except when taking part in high intensity activity: this includes keeping your face covered upon arrival, while chatting or getting ready, for low intensity activity (like stretching) and in between activities.
Are numbers being restricted across sports facilities?
We will continue to limit the number of people in our gyms at the same time, but capacities have been significantly expanded from 2020/21 to give members more opportunities to train. You can check the app to see how many places are available and how many people are currently there / plan to be there.
We have also increased the number of places available across all lanes in public swim times, either lane or recreational swims, to 60.
Across other sports facilities, capacities are back to the operational limits dependent on the space and activity.
Is booking still required to access sports facilities?
You will still need to book your gym and public swim sessions via the Loughborough Sport app. Bookings can only be made up to 24 hours in advance for the gym and 7 days for the pool.
Please do not overstay the time of your allocated training slot. This is very important to ensure your safety, however, back-to-back bookings can now be made if it looks like your training will run over and there are available spaces. Action will be taken against repeat offenders who are in the gym and haven't booked a space.
Please cancel your gym or pool training session in the app if you can’t attend. You must cancel a minimum of 2 hours before the start time. Again action will be taken against repeat offenders as late cancellations and no shows deprive other members of the opportunity to train.
For organised student activity across all other sports facilities, you will also need to book your session via the Loughborough Sport app, and are generally available to book 24 hours in advance. This includes sessions for AU Clubs, Performance Programmes, IMS and My Lifestyle.
How long can you stay in the gyms?
Members will book into a session for a defined period, however, back-to-back bookings can be made to extend training times up to 2 hours. Members can also make multiple bookings at 2 separate times across the day. This hopefully allows every member the opportunity to meet their training needs but also provide the opportunity for all members to train every day.
How do you access the gyms?
Gyms will be accessible as normal via the turnstiles, however, members will only be granted access to the gym if they have booked their slot on the Loughborough Sport app.
Are changing facilities and lockers available?
Changing facilities and lockers are now available, with no restrictions, in Holywell Fitness Centre and across all other facilities on campus, except for Powerbase. However, we strongly encourage face masks be worn in communal areas within these environments.
For Powerbase, as restrictions are still in place, storage will continue to be provided on the gym floor. With this in mind please arrive ready to train, limit the amount you bring with you to the gym and do not bring valuables.
How do I request a refund?
Refunds for memberships cannot be made within facilities. All refund requests need to be placed in writing by the membership holder. This can be done by completing the online cancellation request form HERE or by emailing email@example.com.
Please allow up to 7 working days to receive a response, to allow us time to review your request and assess eligibility.
Who's eligible for a refund?
To be eligible for a refund for a membership paid upfront, the below criteria must be met:
- The membership was purchased within 14 days of the cancellation request being submitted.
- You are withdrawing from your studies or employment at Loughborough University - a signed and confirmed leave of absence letter from the University will be required to support the refund request.
- You are currently unable to exercise due to medical reasons - a signed doctor's letter will be required to support the refund request, stating your name and a full explanation of why you are not able to train; we cannot except letters that are dated prior to the date your membership was purchased.
Those that are eligible to receive a refund, will be informed of the amount they are entitled to receive, after administration and usage fees are deducted.
Please note that those who purchased a 3 year Holywell membership (offer was withdrawn in 2017) are no longer eligible for a refund, even when the above criteria is met; there is no outstanding value on the service to refund.
What are administration and usage fees?
If the cancellation request has been made within 14 days of the date of purchase and no service has been used in relation to that membership, no additional fees will be applied to the refund.
If a service has been used, members will be charged on a pay as you go basis for each gym, track, pool and / or class use. This will be capped at the monthly fee for that membership (e.g. a student, staff and partner gym membership of £30 per month or regular gym membership of £35 per month). This total charge will be subtracted from the price paid.
All refunds granted 14 days after the date of purchase, will incur a £20 administration fee plus a usage fee. For annual / academic year memberships deductions will be calculated through applying the monthly fee for that membership (e.g. a student, staff and partner gym membership of £30 per month or regular gym membership of £35 per month) to the period of membership used and subtracting from the price paid.
When will I receive my refund?
The length of time it'll take to process your refund, will depend on the payment method used when the membership was purchased:
- Online payments - may take up to 3 working days and payment will be refunded back to the card that was used to make the initial payment.
- Card payments - may take up to 7 working days and payment will be refunded back to the card that was used to make the initial payment.
- Cash payments - may take up to a month to process. Unfortunately, we cannot refund by cash payments, therefore the University finance department will process the refund via a bank transfer. Loughborough University students will need to ensure that they have their bank details up to date on Learn.
When will my monthly payments end after submitting a cancellation request?
Direct debit and salary deduction memberships can be cancelled at any time by providing a full calendar month's notice in writing. At every opportunity we will try and cancel your membership as soon as possible. However, due to bank and payroll deadlines a payment may still be deducted after we recieve your cancellation request.
For example, if we recieve your cancellation request on the 5 March, you may still have your gym payment deducted at the end of March, meaning your membership won't expire until the 30 April.
Can I transfer my membership from one gym to the other?
All transfer requests must be requested in writing to firstname.lastname@example.org.
Membership transfers can be requested within 14 days from the date of purchase and only one free transfer will be allowed. An additional transfer back to the original gym will incur a £20 administration fee.
Transfer requests recieved after 14 days from the date of purchase will incur a £20 administration fee.
Do I need to book to be able to swim in the pool?
All sessions must be booked in advanced, either online, via the Loughborough Sport app or over the telephone (01509 226200).
Bookings for public swim sessions can be made up to 7 days in advance. Bookings for Performance Programme and AU Club sessions can be made up to 24 hours in advance.
Can I access the building without a booking?
Without a valid booking you won't be able to access through the turnstiles to the reception and onto the pool, even if you have a valid membership.
Are children allowed in public swim times?
Children aged 12 years and above are welcome to book a lane swim but must be a competent swimmer and be able to swim continuous lengths.