Information for members

COVID-19 / reopening

• When does the Covid pause end?
• Reopening in Germany
• How can I find outdoor classes?
• How can I cancel my membership when I am on my COVID pause?
• My local sports venues have been closed due to COVID (Germany, France, Belgium and Italy only), what do I do?
• I want to pause my membership due to COVID-related closures of all my local partners

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Live (online) classes

• How to book live online-classes
• I did not get a link for my online class, what do I do?

Getting started

• I'm new at Urban Sports Club
• Who are we?
• How can I test the membership for one month only?
• Can I use my membership in all the Urban Sports Club cities?
• What is the minimum age for an Urban Sports Club membership?
• Is another person able to use my membership?

Technical questions

• I can’t check in
• How can I reset my password?
• I don't receive any emails, what can I do?
• Where can I change my payment details?
• How can I change my Urban Sports Club region?
• Where can I upload a profile picture?

Booking, check-in and limits

• What do I need on my profile so that I can check in?
• What happens if I have reached the check-in limit with a partner?
• How are my check in limits calculated?
• How does my Schedule work?

Change, pause or cancel membership

• How can I up- or downgrade my membership?
• How can I cancel my membership?
• How can I end or alter my pause?
• How can I pause my membership?
• How can I reactivate my membership?
• What happens if I am on pause when I should receive a discount?

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Partner studios

• Do you have an overview of all the partners and if so, where can I find it?
• Do I need to make a booking before I can check in?
• I made a binding booking, but I am unable to keep it - what should I do?

The Urban Sports Club App

• How can I check in?
• How can I download the Urban Sports Club app?
• How can I search in the app?
• Scheduled platform maintenance Monday 28.06
• What do I need to use the app?
• Where can I check in with the app?

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Discounts and gift vouchers

• Do you offer discounts for members with a disability, students and members of the press?
• Free Trial
• How can I buy a gift voucher?
• How can I refer members to Urban Sports Club ?
• Is it possible to combine discounts?
• What happens if I have a discount and I want to pause my membership?

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About our memberships

• How can I access my membership profile?
• What is the difference between the S, M, L and XL membership?
• How long does the contract last?
• Is my membership month the same as the calendar month?

Company sports

• Does my employer need to confirm I have access to a subsidized membership with Urban Sports Club?
• Is my company already a corporate client with Urban Sports Club?
• Do corporate clients have the same conditions as private members?
• How can I cancel my corporate membership?
• How can I change to the company conditions of my employer if I already have an existing membership?
• How can my company join the corporate client program?

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Payment and Billing

• How does a cashback check in work?
• What happens if Urban Sports Club is unable to charge me?
• What payment data does Urban Sports Club store?
• What payment options are available?
• When will my membership fee be charged?
• Why was my account charged one cent after registering with direct debit as my payment method?

Contact our customer care team

• Click here to contact our customer care team