Covid-19 Frequently Asked Questions

If you still have questions. Give us a shout. 
For billing related questions, please fill out a BILLING INQUIRY FORM
For all other questions, please fill out a MEMBER FEEDBACK FORM

I was told I’d get a credit for my dues, where is it?

Credits will be awarded to members through CF Rewards on August 24th! You’ll see those points reflected in your balance.

How do CF Reward Points work in relation to the dues I paid?

You were assigned an equivalent dollar to point ratio that would allow you to redeem the same amount used in dues or for an even higher value if you choose to redeem for other products or services.

When do I get my points?

Credits will be/were awarded to members through CF Rewards on August 24th! You’ll see those points reflected in your balance. At that time you’ll be able to start redeeming for some awesome rewards both in-house and with other local businesses.

How do I sign up for City FItness Rewards?

Join the program at https://cityfitnessphilly.perkville.com/earning/. You can also find this linked through a tile on your City Fitness App. You’ll need to use the same email address that you used on your City Fitness membership and can even sign-in/ register using your MICO (myiClubonline) credentials!

I don’t have a CF Rewards account, where did my points go?

Even though you have not activated your account, as a member of City Fitness, you are still in our CF Rewards database. Because of that, any points you’ve earned previously (checking in, purchases, etc.) to include the points credits we assigned are available for use and just require you to activate your account. Whether you do that today or in a month, the points will be there.

I don’t want points/I don’t want to wait. I want my credit applied now.

I understand that you don’t want points and just want the credit applied directly. I do want to clarify that the points are a dollar for dollar credit and can be used against your membership dues. You also can use those points towards higher value items like a MYZONE belt, a private fitness class and more. By using the points it has just allowed us an opportunity to better monitor the credits and ensure all members have ample opportunity to get the credits or rewards we’ve promised.

What types of rewards are you offering? Is there a printed list of options I can choose from?

There are a lot of GREAT rewards available, both for use here at City Fitness and also out in the community to support some local businesses. Because the rewards are always changing, we don’t have a printed list, but as soon as you open your CF Rewards account through the app or directly through the website and select ‘Rewards’, you’ll see a comprehensive list of everything offered. We have things like Myzone belts, private studio classes or WEFIT sessions, discounts on retail, discounts on training, shake bar related perks, and even rewards for several for local business with perks like exclusive bogo deals and more.

Will I receive an actual gift card or a virtual gift card for my CF Rewards?

We have many rewards for you to choose from and you can use your points however you’d like. You may browse all of the rewards and their point values at https://cityfitnessphilly.perkville.com/perks/ or by clicking on the ‘Rewards’ tile on your City Fitness app. When you redeem your points for any in-house City Fitness rewards, you’ll immediately receive an electronic voucher to be presented to our team when you’re ready to use it. For all perks from our neighborhood’s small businesses, you’ll simply take the electronic voucher on your phone to that business and they’ll mark it as used. The details on how to redeem your voucher will be included in the reward’s description. For example, it may ask you to email your voucher number to our rewards email, or tell you to bring your voucher to front desk.

Why can’t I redeem my points towards my dues right away?

We understand you’d like to use your credit towards your dues and we do appreciate your support through the closure. If everyone used their credit right away, it could be devastating for the business. There are a lot of great and valuable rewards that are available now, but if you’d like to redeem for dues we appreciate your patience for just another few weeks.

I don’t want my points. I’d like to help City Fitness and donate them back.

We cannot tell you how much that means to us. It’s been a really challenging few months and while we’re happy to be open and on the road to recovery, these types of actions from members are so incredibly generous. Thank you for your support! If you’d like to donate your points, please just email rewards@cityfitnessphilly.com from your personal account. That way we can document the donation and take care of the rest on the backend. Thank you again for your support!

How do I redeem points for credits? How do I get my dues credits?
  • As of September 14th, the steps to use points against rewards are the following:
  • Register for City Fitness Rewards
  • Select ‘Rewards’
  • Choose the dues amount(s) that you’d like to redeem and attain the vouchers ($10, $25 and $50 options) and redeem as many as you’d like and are able to.
  • Go to our website (there will be a form online by this time) and quickly fill out your information and the voucher number and we’ll take care of the rest!
  • Please allow up to 30 days for processing and you’ll see that credit applied within 2 billing cycles. We will also send a confirmation once process confirming the date(s) you’ll see your credit applied.
Why does it take so long to apply my credit?

We have to anticipate that all of our members could submit for a dues credit at the same time. Each credit needs to be applied manually and therefore we want to ensure we allow enough time to properly process and apply the credit. If we are able to process the credit and apply it sooner, we absolutely will. We appreciate your patience and understanding!

Complimentary Thrive & WEFIT Sessions

How do I sign up for my free WEFIT session?

The free session has already been funded to your member account! You can select the WEFIT session you’d like to attend through the app or myiclubonlne.com and register that way! We now offer WE/FIT Conditioning, Strength and Fusion.  You can find more details on each of those programs you can find online or in the app. If you really enjoy it, you’re able to redeem your rewards points for even more sessions.

How do I sign up for my free Thrive session?

If you’d like to redeem your free Thrive session you can contact the Thrive Manager/Coordinator at the club you’d like to train at.  If the Manager or Coordinator is not available, open the Google Dog ‘Free Thrive Session List’ and fill in the members information. If any issues, membership can also assist.

I’m already a WEFIT member, I can’t use this session - what do I get?

We appreciate you being a WEFIT member! These sessions were an added thank you for our members and at this time, aren’t exchangeable. If you ever want to bring in a friend, we’d be happy to apply that to them.

I’m already a Thrive member, how does the free session work?

In order to have your free session added to your account, follow up with your coach or the Manager at your club and they’ll be able to take care of it for you.  We appreciate your support.  There is no cash value to the free session so we are not able to apply this to your regular sessions, but you can absolutely take an extra session.

What safety measures will you have in place when you reopen?

The well-being of our community is our top priority. With that in mind, we’ve reimagined the City Fitness experience and invested in new resources to protect the health and safety of our community, using guidance from health officials. You can find the details of our plans at cityfitnessphilly.com/safety. Keep in mind that we’re constantly fine tuning, so we may have more upgrades and updates to come.

Why are you allowing members to remove their masks when exercising vigorously?

We’re closely following masks guidelines from trusted agencies like the CDC and WHO to develop the safest possible policies. The CDC says that wearing masks is most important when exercise intensity allows and when physical distancing is difficult. The WHO says that wearing a mask during exercise can impair breathing, and that the most important preventative measure during exercise is to maintain physical distance. Given that guidance, we’re giving members the option to remove their masks only when training vigorously, and implementing careful protocols to ensure there’s enough physical distance throughout our clubs. We’re keeping an eye out for more mask guidelines specific to exercise from the city, state, or federal government.

Source: Centers for Disease Control and Prevention

Source: World Health Organization

What counts as “exercising vigorously”?

The answer can vary from person to person, so you are the best judge of what it means for you. If you are breathing heavily during a particular exercise and feel that your mask interferes with your ability to catch your breath and you are having difficulty breathing, you may remove it. It is extremely important that you continue to practice physical distancing when your mask is removed. As soon as you are finished with the exercise, put the mask back on and wear it at all times when moving around the gym.

Why are you requiring members to wear masks inside the club?

We’re closely following masks guidelines from trusted agencies like the CDC and WHO to develop the safest possible policies. The CDC advises the public to wear masks when exercise intensity allows. Given that guidance, members are required to wear masks when they enter the club, walk around the club, and exercise at lower intensities. Members have the option to remove their masks when training vigorously if needed to breathe comfortably. We’re implementing careful protocols to ensure there’s enough physical distance throughout our clubs. We’re keeping an eye out for more mask guidelines specific to exercise from the city, state, or federal government.

Source: Centers for Disease Control and Prevention

Why do members have to book appointments?

The state requires gyms to reduce capacity by at least 50% during the green phase of reopening. Our booking process allows us to monitor and limit capacity in the most convenient way for our members. If we don’t require members to book in advance, we may have to turn members away at the door if we ever reach the legal capacity limit. By allowing members to reserve their spots in advance, members can plan ahead and know their spot will be available.

Keep in mind that you can book an appointment all the way up until the time the appointment starts, as long as capacity allows.

Not all of our members will be returning to the gym right away, so we’re not sure whether appointments will ever fill up, but we need to have the booking process in place just in case. We’ll keep an eye on how this process goes and make adjustments as needed. 

Source: Governor Tom Wolf’s Process to Reopen Pennsylvania

If I’m not ready to come back, can I freeze my membership?

The option to freeze your membership is always available on our website.

If I freeze my membership, when will my freeze take effect?

It takes 7 days to process a freeze request from the time it is submitted. Once your request is processed, it will take effect on the next billing date. For example, if you submitted a freeze request on March 18, it will be processed by March 25, and will take effect on the next billing date, which is April 3.

The reason it takes 7 days to process a freeze request is because our billing department needs to manually submit each request individually to our third-party billing company, and then our third-party billing company takes 5 days to process the request on their end.

We appreciate your patience and understanding. We’re doing everything we can to make this extraordinary circumstance as easy as possible for our members.

If you cancel/freeze your membership are you supposed to get a confirmation email?

For all cancellation and freeze requests, you will receive an email confirmation once your request has been reviewed. We are currently experiencing an unprecedented number of requests, so under the current circumstances, you can expect to receive your confirmation within 5 days.

WHAT IF MY ACCOUNT IS FROZEN WHEN THE GYM REOPENS? CAN I STILL WORK OUT?

You will need to unfreeze your gym membership to access the gym. Just stop by the club and fill out a request to unfreeze at the front desk. You’ll be prorated for any days remaining in the billing period. You will not have to pay any penalty and once your ‘unfreeze form’ is filled out you’ll have immediate access to the gym.

WHAT HAPPENS TO MY 3- OR 12-MONTH MEMBERSHIP? IS THE TIMEFRAME THAT CITY FITNESS IS CLOSED GOING TO BE ADDED ON TO THE BACK END OF MY CONTRACT?

While your membership billing will be paused from April 14 until after we reopen, the time lapsed will still count toward the length of your membership term. In other words, if we’re closed for 2 months, then 2 months will still come off of your contract. Using the 2 month closure example, if you went into the closure with 10 months left on your term, you’d come out with only 8 months left. If your contract was set to expire during the closure, it still will expire and roll into month-to-month.

AM I STILL ABLE TO CANCEL MY MEMBERSHIP IF I NEED TO?

Absolutely. Please submit a cancellation form through the website and the billing team will be in touch with additional information and a confirmation.

I NEED TO FREEZE MY MEMBERSHIP FOR A LATER DATE AND AM NOT SURE IF YOU’RE GOING TO BE OPEN BY THEN. SHOULD I STILL SUBMIT A FREEZE REQUEST?

Members are still able to submit a freeze request if there is a period of time they’ll need their account frozen despite not knowing if the club will be open by then or not (summer at the shore, fall vacation). Just fill out the freeze request form on the website for those future dates like usual and we’ll be in touch with a confirmation once processed. If you don’t complete a freeze request, note that your membership billing will still stop as of April 14 until after we reopen.

MY ANNUAL FACILITY FEE WAS DUE TO BE PAID THROUGH THE CLOSURE, WILL I STILL BE CHARGED?

We have rescheduled all annual fees that were due to be billed starting April 1. These annual fees will now be billed after we reopen.

I ALSO HAVE A THRIVE MEMBERSHIP. IS THAT BILLING PAUSED DURING THE CLOSURE?

If you are a Thrive member, Thrive dues will be stopped from April 14 until after we reopen, unless you have already opted in to continue billing and participate in our Thrive Anywhere program.

WHEN WILL I BE CHARGED AGAIN? WHEN WILL MY MEMBERSHIP DUES START BEING CHARGED AGAIN?

Your membership will resume active status and your membership dues will start being charged again after we reopen. (Our reopening date is to be determined, based on when officials say it is safe.)

WILL I STILL RECEIVE CREDIT FOR THE DUES I PAID DURING THE CLOSURE?

You’ll still receive the credits that we laid out in previous communications for dues paid during the closure: a dollar for dollar rewards points credit, which you can use toward your dues or other City Fitness rewards products and services, plus a Thrive session and a WE/FIT session. These credits will be made available and outlined in a member communication after we reopen.