About ActiveSG	Registration for ActiveSG membership
ActiveSG membership account management	Active Wallet (ActiveSG eWallet)
How to register for Programmes	Tap to Go In! - Automatic purchase of single entry gym / swim pass using eWallet
MyActiveGYM™ scheme	MyActiveSWIM™ scheme
Parental Consent for 12 – 15 year olds	Facilities booking
Access to My Club News	Sports Pioneers
Technical issues	Fingerprint Login
e-Gift Card	Redeem ActiveSG$ with HPB Healthpoints

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About ActiveSG

• What is ActiveSG?
  

  ActiveSG is a national movement for sport where all can experience the joy of living better through sport. ActiveSG is a platform that will strengthen and extend the reach of our sporting ecosystem in Singapore. Through ActiveSG programmes and activities for all ages and abilities, it aims to build communities, increase sports participation and ultimately encourage Singaporeans to live better through sport.
• Who is eligible for ActiveSG membership?
  

  ActiveSG membership is open to all Singaporeans and Singapore Permanent Residents (PRs). You must be at least 12 years old to apply for this membership. However, those who are below 12 years old are eligible for supplementary membership, tagged to the accounts of their parents/guardians.
• 3) Why are you lowering the ActiveSG membership to 12 years old?
  

  We hope to empower our members to take charge of their physical fitness and pursue an active lifestyle independently from a young age.

  All Singaporeans and Singapore Permanent Residents (PRs) from ages 12 years and above can apply for an ActiveSG membership.

  All existing ActiveSG members who are currently aged 12 – 15 years will have their supplementary membership converted into individual membership. There are no changes to their membership benefits.

• Does it mean that non-members cannot use facilities and register for programmes?
  

  ActiveSG is the national movement for offering holistic and affordable sports opportunities to all citizens and PRs. Non-members can still enjoy the facilities and programmes at standard rates (w.e.f. 1 May 2015).

• Is there a membership fee to join ActiveSG?
  

  No, ActiveSG membership is complimentary for all Singaporeans and Singapore PRs.

  However, interested eligible parties must sign up to activate the membership.

  • ActiveSG $100 (valid for a limited period)
  • Singapore Citizen / PR rates for sports facilities
  • Priority booking of facilities - 1 day in advance of non-members (all facilities booking policies apply)
  • Complimentary trial classes
  • Invitation to exclusive members’ events
  • Eligibility for purchase of MyActiveGYMTM and MyActiveSWIMTM schemes

  All membership benefits are non-transferrable and are subject to change at Sport Singapore discretion.

• What benefits will supplementary members receive?

  Supplementary members will enjoy the same benefits as individual members. They will have their supplementary membership converted to individual membership when they reach 12 years old.

• What can the ActiveSG $100 be used for?

  The ActiveSG $100 can be used for:

  • Pool and gym admissions (includes Senja-Cashew Community Centre Swimming Pool)
  • ActiveSG programmes and activities (capped at 30% of the cost for each programme/ activity, no limit on number of programme/ activity sign-ups)
  • ActiveSG facilities booking (excluding Dual-Use-Scheme facilities)
  • Purchase of MyActiveGYM™ and MyActiveSWIM™ schemes
• Is there an expiry date for the ActiveSG $100?

  Yes, the complimentary ActiveSG $100 will expire on 31 December of the following year upon verification of the ActiveSG accounts. For example, ActiveSG Dollars issued on 6 June 2016 (or any other day in the same year) will expire on 31 December 2017 (the following year).

  Singaporeans and Singapore PRs can sign up for their complimentary ActiveSG membership anytime. While the membership has no expiry date, it is vital to include an expiry date for the utilisation of the ActiveSG $100 so as to encourage members to begin or step up on their sporting pursuits sooner rather than later.

• How can I get my ActiveSG Dollars expiry date extended?

  Starting from 2016, one-year extension of ActiveSG Dollars expiry date will be granted by performing any transaction using the member’s account in the year of expiry of the ActiveSG Dollars.

  For example – if your ActiveSG Dollars is expiring on 31 Dec 2016, and you perform any transaction in the year 2016, your expiry date will be auto-extended to 31 Dec 2017.

• Is there a minimum transaction amount in order to enjoy the one-year extension?

  There is no minimum amount. You may transact using either ActiveSG Dollars or MyCash to activate the one-year extension. For example, visit gym or pool, book facility or sign up for programme.

• How is the ActiveSG members’ advanced facilities booking different from non-members?

  ActiveSG members are allowed to book facilities 15 days in advance unlike non-members who can only book 14 days in advance.

• How can I sign up for the complimentary trial classes and exclusive members’ events?

  The complimentary trial classes and exclusive members’ events are publicised on members.myactivesg.com. Registration is on a first-come-first-served basis.

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Registration for ActiveSG Membership

• How do I register for ActiveSG membership?
  

  You can register for ActiveSG membership via the following channels:

  • Downloading the “ActiveSG” mobile app on your smart phone
  • members.myactivesg.com 
  • Register at any Guest Services Office at all ActiveSG Sports Centres and swimming complexes. 

  For enquiries on ActiveSG, you can write in to us via our Online Feedback.

  For technical enquiries, you can contact us at

  • hotline (6594 1388, Monday to Sunday – 7am to 10pm), or
  • email at helpme@iappsasia.com
• Will I receive my membership card upon successful registration?

  No, there is no membership card issued for ActiveSG membership. Members will enjoy a convenient cardless experience whereby they can utilise their benefits using the downloaded app on their smart phones.

• How do I redeem my membership benefits if I do not own a smartphone? .

  You may use the following cards to utillise your benefits:

  • NRIC
  • Singapore driving license
  • School SMART card
  • Senior Citizens concession card
  • PAssion card
• How do I verify my ActiveSG membership or supplementary account(s) to receive the ActiveSG $100?

  Verification of ActiveSG membership accounts can be done by logging in to SingPass via members.myactivesg.com. Upon verification, please set your 6 digits eWallet PIN and you will be able to view the complimentary ActiveSG $100 credited into your account.

  Members under 15 years of age (without SingPass accounts) can visit our Sports Centres and produce your student pass/Birth Certificate for verification. With effect from 30 Aug 2017, our Sports Centres will no longer perform verification for members aged 15 years and above.

• How long is the ActiveSG membership valid for?

  ActiveSG membership has a lifetime validity upon registration.

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ActiveSG Membership Account Management

• How do I update my personal particulars?

  You may update your personal particulars via:

  • ActiveSG mobile app > VCard > Edit Profile  
  • members.myactivesg.com  - My Account > Profile > Edit Profile
  • At the Guest Services Office of ActiveSG Sports Centres
• What should I do if I forget my log-in password?

  You may retrieve your password via:

  • ActiveSG mobile app Log-in> Forget Password
  • Visit members.myactivesg.com Log-in Page> Forget Password 

    The system/app will prompt you to provide your email address or mobile number and a link to reset your password will be sent to your registered email address or mobile number. 

• Can I withdraw my consent to receiving ActiveSG updates after consenting to it during registration?

  Yes, you may do so by:

  • Signing in to myactivesg.com My Account > Profile > Edit Profile 
  • Emailing activesg@iappsasia.com to withdraw your consent.
  
  
  

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Active Wallet (ActiveSG eWallet)

• What is Active Wallet?

  Active Wallet is a E-Payment capability which is found within the ActiveSG app. It allows cashless and card-less transactions at ActiveSG facilities. The wallet has two components, namely "MyCash" and "ActiveSG$". Members can top up stored value known as "MyCash" for payment when using ActiveSG facilities and programmes. In addition, ActiveSG members will be able to use "MyCash" to pay for goods and services at different merchants all over Singapore progressively in the next few years.
  
  "MyCash" is non-refundable except upon termination of user account.

• How do I pay with Active Wallet at merchants?

  There are three ways of paying with Active Wallet:

  • Tap [SCAN] on the ActiveSG app Home page (Ensure permission to camera is granted)
  • Point your device on the Merchant's QR code
  • Enter amount and tap "Pay Now"

• How can I top up My Cash in my Active Wallet?

  You may top up "MyCash" via:

  • ActiveSG mobile app Log-in> VCard> My Profile> eWallet> Top-up
  • myactivesg.com > Log-in> eWallet> Top-up eWallet
  • Cash/ Credit Card at the Guest Services Offices/ swimming complexes
  • NETS at selected Guests Services Centres

• Is there a minimum and maximum top up amount?

  Yes, there is a minimum top-up of $10 for each transaction. A member can hold up to a maximum balance of $200 in “My Cash” at any point in time.

• Will my Active Wallet balance be updated immediately after each transaction?

  Yes, the account balance will be updated immediately after each transaction.

• Will I be getting a receipt as a proof of purchase at merchant locations?

  Yes, all transactions through Active wallet will have a receipt. Receipts can be viewed in the mobile apps, website and a copy will be sent to the registered email address.

• What is the refund policy for Merchant payments using Active Wallet?

  Users may request for a refund at merchants counter on the same day of the transaction. The refund amount will be reflected in the account immediately.

• What is the validity period for the “MyCash” topped up?

  There is no expiry date for the money topped up in "MyCash".

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Tap To Go In! - Automatic purchase of single entry gym / swim pass using eWallet

• How do I use my eWallet to pay for single entry Gym/ Swim Pass?  

  Simply scan your NRIC or vCard from ActiveSG Mobile App to gain entry.

• How would I know whether successful deduction was made against my eWallet for purchasing a single entry Gym/ Swim pass?

  For users of ActiveSG app installed on their mobile devices, a push notification for every transaction would be sent to their app. For non-users of ActiveSG app (i.e. zero logins to app per month), an SMS containing a summary of their eWallet account and usage statistics over the past month would be sent to them on the 1st day of the following calendar month.

• What if I lose my NRIC/ Driving License/ PAssion Card/ Student Card?  

  Please inform any of our sports centres immediately and we will prevent any unauthorised use of your ActiveSG account.

• How is my eWallet protected if someone uses my lost NRIC for automatic entry to ActiveSG Gyms/ Swimming pools? 

  Loss to your eWallet balance will be limited since our system would only allow a maximum of 10 automatic deductions per day from your eWallet for purchasing Gym and Swim passes combined.

• What if I really need to purchase more than 10 Gym/ Swim passes per day?  

  You would need to purchase them from our Guest Officer at the Guest Service Counter.

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MyActiveGYM™ scheme

• What is MyActiveGYM™ scheme?

  ActiveGYM™ refers to ActiveSG gym facilities. MyActiveGYM™ scheme provides ActiveSG members with unlimited gym access to all ActiveGYM™ islandwide.

• Who is eligible for the purchase of MyActiveGYM™ scheme?

  You have to be a verified ActiveSG member before you are eligible to purchase MyActiveGYM™ scheme.

• Is there a minimum age for the purchase of MyActiveGYM™ scheme?

  Yes, you have to be at least 12 years old to purchase MyActiveGYM™ scheme.

• What are the rates for MyActiveGYM™ scheme?

  Details of the MyActiveGYM™ are as follows:

  Category	Monthly unlimited access during ALL operating hours	Monthly unlimited access during OFF-PEAK hours only (Mon-Fri, before 4pm)
  Adult (18-54 years old)	$30	$15
  Student (Below 18 years old) Senior Citizen (55 years old and above)	$18	$9

  Category	6 months unlimited access during ALL operating hours	6 months unlimited access during OFF-PEAK hours only (Mon-Fri, before 4pm)
  Adult (18-54 years old)	$160	$40
  Student (Below 18 years old) Senior Citizen (55 years old and above)	$95	$40

  Category	12 months unlimited access during ALL operating hours	12 months unlimited access during OFF-PEAK hours only (Mon-Fri, before 4pm)
  Adult (18-54 years old)	$300	$80
  Student (Below 18 years old) Senior Citizen (55 years old and above)	$180	$80

  
  
• How do I sign up for MyActiveGYM™ scheme?

  You can sign up for MyActiveGYM™ via the following channels:

  • ActiveSG mobile app Log-in> Buy Scheme
  • members.myactivesg.com Log- in> My Account> Buy Scheme
  • Guest Services Offices / Swimming Complexes

Get Your Pass Now



• How do I pay for my MyActiveGYM™ scheme?

  Payment can be done via:

  • Member’s eWallet (using the ActiveSG mobile app and website)
  • Credit Card (using the ActiveSG mobile app and website)
  • Cash/ Credit Card at our Guest Services Offices/ Swimming Complexes
  • iv. NETS at selected Guest Services Offices


• Is there a minimum number of months that I need to purchase for MyActiveGYM™ scheme?

  You can purchase MyActiveGYM™ scheme on a monthly basis.

• How do I know if the payment for MyActiveGYM™ scheme is successful? 

  Upon successful payment via online or ActiveSG mobile app, an electronic receipt will be reflected in your member’s account. For payment at ActiveSG Sports Centres, a receipt will be issued. All transactions will be reflected in the member’s account (under eWallet> Transaction History).

• When will MyActiveGYM™ scheme be activated?

  MyActiveGYM™ scheme will be automatically activated on the day of your successful payment.

• How do I renew my MyActiveGYM™ scheme? 

  MyActiveGYM™ can be renewed at:

  • i. ActiveSG mobile app> Log-in> Buy Scheme 
  • members.myactivesg.com My Account > Profile > Buy Scheme 
  • Guest Services Offices of ActiveSG Sports Centres / swimming complexes
• Can I transfer my MyActiveGYM™ scheme if I decide not to continue with it? 

  MyActiveGYM™ scheme is non-transferable and non-refundable once payment is made. 

• Do I get a refund if I decide to terminate MyActiveGYM™ scheme? 

  MyActiveGYM™ scheme is non-refundable.

• How do I access the gym after signing up for MyActiveGYM™ scheme?  

  Members can access the gym by:

  • ActiveSG mobile app
  • Scanning their identification cards at the gym counter

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MyActiveSWIM™ scheme

• What is MyActiveSWIM™ scheme? 

  MyActiveSWIM™ provides ActiveSG members unlimited pool access to all ActiveSG swimming complexes islandwide (EXCLUDING Senja-Cashew Community Centre Pool and MOE Evans Pool).

• Who is eligible for MyActiveSWIM™ scheme?

  You have to be a verified ActiveSG member before you are eligible to purchase MyActiveSWIM™ scheme.

• What are the rates for MyActiveSWIM™ scheme?

  Details of MyActiveSWIM™ scheme are as follows:

  Category	Monthly unlimited access (All Day)
  Adult (18-54 years old)	$10/ month
  Child/ Student (Below 18 years old) Senior (55 years old and above)	$5/ month

  Category	12 months unlimited access (All Day)
  Senior (55 years old and above)	$50 (for conventional swimming complexes only) $60 (for all swimming complexes)

• How do I sign up for MyActiveSWIM™ scheme? 

  You can sign up for MyActiveSWIM™ scheme via the following channels:

  • ActiveSG mobile app Log-in> Buy Scheme 
  • members.myactivesg.com  Log- in> My Account> Buy Scheme 
  • Guest Services Offices / Swimming Complexes

Get Your Pass Now



• How do I pay for my MyActiveSWIM™ scheme? 

  Payment can be done via:

  • Member’s eWallet (using the ActiveSG app and website)
  • Credit Card (using the ActiveSG app and website)
  • Cash/ Credit Card at our ActiveSG Sports Centres/ Swimming Complexes
  • NETS at selected Guest Services Offices
• Is there a minimum period that I need to purchase for MyActiveSWIM™ scheme? 

  You can purchase MyActiveSWIM™ scheme on a monthly basis.
• How do I know if my payment for MyActiveSWIM™ scheme is successful?  

  Upon successful payment via online or ActiveSG app, an electronic receipt will be reflected in your member’s account. For payment at ActiveSG Sports Centres, a receipt will be issued.

  All transactions will be reflected in the member’s account (under “Transaction History”).

• When will MyActiveSWIM™ scheme be activated? 

  MyActiveSWIM™ scheme will be automatically activated on the day of your successful payment.

• How do I renew my purchase of MyActiveSWIM™ scheme?

  MyActiveSWIM™ can be renewed at:

  • ActiveSG mobile app> Log-in> Buy Scheme  
  • members.myactivesg.com My Account > Profile > Buy Scheme iii. Guest Services Offices of ActiveSG Sports Centres / swimming complexes
• Can I transfer my purchase of MyActiveSWIM™ scheme if I decide not to continue it? 

  MyActiveSWIM™ scheme is non-transferable and non-refundable once payment is made.

• Do I get a refund if I decide to terminate MyActiveSWIM™ scheme?  

  MyActiveSWIM™ scheme is non-refundable. 

• How do I access the pool after signing up for MyActiveSWIM™ scheme?
  • ActiveSG mobile app 
  • Scanning their identification cards at pool entrance 

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How to register for Programmes

• Who is eligible to register for the ActiveSG programme?

  You must be an ActiveSG member (for Singaporeans and Permanent Residents) or a registered user before you can register for ActiveSG programmes.
• How do I pay for a programme?

  You may pay for a programme via:

  • Member’s eWallet* (using the ActiveSG mobile app and website)
  • Credit Card (using the ActiveSG mobile app and website)
  • Cash/ Credit Card at our ActiveSG Sports Centres/ Swimming Complexes
  • NETS at selected Sports Centres

  *Please ensure that you have sufficient stored value (“MyCash”) in your eWallet. Utilisation of ActiveSG Dollars for Programme fees is strictly applicable to eWallet payment only.

• When is payment required for any registration?

  Immediate payment is required to secure a slot for the programme. Any unpaid slot will be released after 10 minutes, according to the shopping cart timer. 

• How much time do I have to make payment after adding a registration to the shopping cart?

  You will have 10 minutes to make payment before the slot is released.

• I would like to register for a programme that has already commenced. Can the programme fees be pro-rated?

  No, there will not be any pro-rating of programme fees. Full payment must be made for a participant to join the programme.

• Are there any discounts for the programme? 

  Programme discounts (if any) will be indicated upfront.

• What is the qualifying age for senior citizens’ discount and how much is it? 

  Anyone aged 55 years old and above will be eligible for a 10% senior citizens’ discount upon their 55th birthday. They will then enjoy 10% off the programme fee for new programme sign ups which starts on their 55th birth day onwards. The senior citizen discount is not applicable for programmes which start before the 55th birthday of the participant.  There will be no pro-rating of programme fees if the participant’s 55th birthday falls during the course of the programme.

• Can I ask for refund after payment has been made? 

  No refund will be issued once payment has been confirmed, unless otherwise stated.

• Can I transfer the registered slot to another programme after payment?  

  No, programme registration is non-transferable. All registrations and payments are confirmed upon successful checkouts. 

• Can I register and pay on behalf of another person? 

  No, registration on behalf of another person, that is not a supplementary member tagged to the same person, is not allowed as participants are required to agree to the programme Terms & Conditions before registering for the programme.

• Is there a waiting list if registration if a programme is full?  

  Yes, you may choose to be on the waiting list when a programme registration is full.

• Are the programmes safe to participate in? 

  All programmes are accompanied by descriptions to help participants make informed decisions. Participants are advised to go through the Physical Activity Readiness Questionaires (PARQ) provided before joining a programme.

• What if the programme/session is cancelled? 

  Participants will be informed in advance in the case of programme cancellation, and details of replacement session, if any. 

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Parental Consent for 12 – 15 year olds

• When I sign up for a programme / competition, you are asking me to get my parent’s/guardian’s consent. Why?

  Parental/Guardian consent will henceforth be required for all ActiveSG members currently aged 12 – 15 years who wish to participate in any ActiveSG organised programmes or competitions.

  In your independent and responsible pursuit of an active lifestyle with ActiveSG, it is still important for your parent/guardian to give his/her consent for organised programmes and competitions.

• How do my parents/guardians give consent?

  There are two ways

  1. Online Consent – when you sign up for any programme online, an email will be sent to your parent/guardian to seek consent. He/She will have 72 hours or before the registration closing date (whichever is earlier) to respond by clicking on the link included in the email, failing which the link will expire and your slot released. 
  2. Manual Form – you may download the Indemnity & Parent Consent Form and complete it before signing up for any programme personally at any ActiveSG Sports Centre.
• How do I update my parent’s/guardian’s email address?

  You may update via:

  • ActiveSG mobile app > VCard > Edit Profile
  • members.myactivesg.com - My Account > Profile > Edit Profile 
  • At the Guest Services Office of ActiveSG Sports Centres
• Would I be informed whether my parent/guardian gives consent?

  Yes, you will be informed of the outcome via email when your parent/guardian responds. If consent is given, you will have 48 hours to make payment and confirm your slot. If consent is not given, the transaction will be terminated.

• My parent/guardian does not have an email address. Can I still sign up for a programme / competition?

  Of course! You may sign up in person at any ActiveSG Sports Centres. Please bring along the completed Indemnity & Parent Consent Form.

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Facilities Booking

• How can I book a facility?
  • ActiveSG mobile app Log-in> Book Facility
  • Website myactivesg.com> Login > My Account > Book Facility
  • Guest Service Office at all ActiveSG Sports Centres / swimming complexes

  Please refer to our Facilities Booking Rates.

• Can I still amend my booking after it is confirmed?

  No cancellation, replacement and refund are allowed once a booking is confirmed.

• What is the refund policy for unplayable bookings (e.g. rain-off, ActiveSG initiated cancellation or closure of facilities)?

  When a booking becomes unplayable due to maintenance issue or inclement weather like rain or haze, you can claim refund if it is deemed that more than half of the slot is unplayable due to rain or any other unforeseen circumstances. Original Receipts must be produced at the Guest Services Office within 14 days from the unplayable date. All refunds shall be made to hirers’ eWallet once the rain-off is activated. Hirer may make use of the value in the eWallet to make subsequent bookings.

• Is there any privilege for senior citizens?

  Senior citizens who are ActiveSG members will be able to book certain facilities during non-peak hour slots (at selected venues) free of charge or at discounted rates.  Such bookings can only be made personally at the Guest Services Office in the Sports Centre where the activity will take place.  As there are limited free slots available at each Sports Centre, such booking is on a first-come- first-served basis.

• Can I make my booking through phone?

  Users may call the Guest Services Office of the respective Sports Centre to request for assistance in the booking of facilities. With effect from 25 April 14, payment for such bookings made via phone have to be made by 9:30pm on the same day of booking. The booked slots will be released if the user fails to pay by 9:30pm on the same day of the booking. Users may book up to 2 peak slots and 2 non-peak slots per day, similar to all online booking.  Changes have been made to phone booking policy to ensure that we minimise situations whereby facilities are being booked by users who eventually fail to turn up. 

• How far ahead in advance can I start booking facilities?

  The opening hour for booking of fresh slots for the various type of activities are as follow:

  Type of Activity	Booking Opening Time for fresh slots 14 days* ahead
  Sports Halls
  Badminton	7:00 am (max. 2 peak slots and 2 non-peaks per day per user) Peak: Weekdays (6pm-10pm) and Saturday, Sunday and Public Holidays to 10pm Non-peak: Weekday 7am to 6pm
  Basketball/Netball/Volleyball (indoor/outdoor MOE@Evans)
  Volleyball (indoor at Hougang SC)
  Table Tennis	1:00pm (max. 2 peak slots & 2 non-peaks per day per user)
  Outdoor
  Gateball	1:00pm (2 slot peak and 2 slot off-peak per day) Peak: Saturday, Sunday and Public Holidays & Weekday 6pm to10pm Non-peak: Weekday 7am to 6pm
  Hockey
  Lawn Bowl
  Petanque
  Squash
  Tennis / Tennis Wall
  Soccer
  Soccer 5-A-Side (Hard Court)	8:00 pm (max.2 slots per month)
  Soccer
  Street Soccer

  *ActiveSG members, whose accounts have been verified, enjoy one day in advance of non-members (i.e. 15 days)

• What is the current booking policy of football fields? 

  Football field balloting has ceased since April 2014. The booking of soccer fields can now be made online 14 days prior to the usage (members enjoy one day in advance of non-members), similar to all other facility bookings. Booking quota for soccer fields remains at 2 slots per person within a month.

• My company wishes to book a sport facility. How do I go about it?  

  All organisations who wish to book sport facilities for their organisation's sport events must complete a booking request form and submit it to sport_bookings@sport.gov.sg All booking requests are subject to availability and Sport Singapore's Terms of Booking.

• Are there any school fields and school halls that I can book to play soccer and badminton respectively?

  Please check the ActiveSG app for the list of school fields and school halls that is available for booking. All bookings must be made at least three days in advance (72 hours from the intended usage date/time) otherwise it will not be accepted.

• Where are the free-to-play school facilities located? How do I book them?

  Please refer to the list of free-to-play sport facilities for their addresses.. These free-to-play facilities do not require prior booking to use. However they are subject to terms and conditions for use.

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Access to My Club News

• How do I access to My Club News?

  You may access My Club News via:

  • ActiveSG mobile > My Club News
  • members.myactivesg.com - My Account > My Club News

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Sports Pioneers

• Who are the Sports Pioneers?

  Sports Pioneers are those who are born in or before 1949 and have represented Singapore in any of the Major Games (namely SEA Games, Commonwealth Games, Asian Games and Olympic Games and International Championships) as an athlete, coach or official. 

• What benefits do they enjoy?

  All sports pioneers will enjoy lifetime free access to all ActiveSG swimming complexes and gyms, in addition to ActiveSG membership benefits.

• How do I know if I qualify?

  If you meet the criteria set out above, you may email to sport_qsm@sport.gov.sg with a copy of your NRIC, to enquire if you qualify. 

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Technical Issues

• What is the ActiveSG Mobile App?

  ActiveSG Mobile App integrates Singapore's public sports network to provide convenient, real-time access to facilities and programmes for all residents. This app is designed for smartphone users to browse, book and pay for island wide facilities and related services under Sport Singapore's ActiveSG network. 

• What platforms does the ActiveSG Mobile App support?

  The ActiveSG Mobile App is supported by iOS and Android platforms.

• Do I have to pay to use ActiveSG Mobile App?

  No, the ActiveSG mobile app is free to download and use.

• Must I be a Singaporean/PR to use the ActiveSG Mobile App?

  No, anyone can access and use ActiveSG Mobile App to book ActiveSG facilities and sign up for ActiveSG programmes.

• What is the difference between being an ActiveSG member and a Registered User regarding the booking of ActiveSG facilities?

  ActiveSG members enjoy one day's advance priority booking. They can make bookings up to 15 days in advance. Registered users (or non ActiveSG members) can make bookings up to 14 days in advance.

• What kind of facilities can I book via ActiveSG Mobile App?

  You can use the ActiveSG mobile app to book ActiveSG facilities such as sports halls, swimming complexes, sports centres, stadiums and fields.

• Why did my booking expire while I was still logged in to ActiveSG Mobile App?

  There is a time limit of 10 minutes to complete a booking. When this time limit is reached, the incomplete booking automatically expires. You can try again by using the Re-book function.

• I tried to re-book but could not get the slot I wanted. Why?

  Each booking attempt is subject to slot availability at the time of booking. The slot you wanted may have been taken up by another ActiveSG user.

• Why am I unable to pay using eWallet?

  You may have entered the wrong eWallet PIN or your eWallet may have insufficient funds to pay for your bookings. You may need to top up the balance in your eWallet.

• How do I top up my eWallet balance?

  Enter members.myactivesg.com > Login > eWallet > Top Up.

• Can I change my eWallet PIN?

  Yes, you can change your eWallet PIN any time by tapping the Change PIN link provided.

• I forgot my eWallet PIN. What should I do?

  You will have to reset your eWallet PIN.

• How do I reset my eWallet PIN?

  There are 2 options to reset your eWallet PIN:

  • members.myactivesg.com Log-in > eWallet > change PIN > Reset PIN. Once reset, the new PIN will be sent to your email.
  • Reset at the Guest Services Office Show your ID and our staff still assist you to reset your PIN.
• Can I pay by debit card instead of credit card?

  Yes.

• Why am I having problems loading ActiveSG Mobile App on my phone?

  Please ensure that you are connected to the Internet because ActiveSG Mobile App requires data to be downloaded from our server. Make sure that your mobile data connection or Wi-Fi is switched on. Also, ensure that ‘Location Services' is turned on for the app in the device settings.

• How is my location info being used by ActiveSG Mobile App?

  This app uses your current location to give you recommendations on ‘Nearby’. Your current location is not shared with anyone.

• How do I send feedback about ActiveSG?

  Go to Settings. Click on “App feedback”. Enter your comment and click “Send”. User feedback can help us improve, and we welcome suggestions and feedback!

• How can I switch on location detection to enable Location Services?
  • For iOS 5.x
    Settings > Location Services. Ensure that global Location Services is turned on. Ensure that Location Services for ActiveSG is also turned on.
  • For iOS 6.x and above
    Settings > Privacy > Location Services. Ensure that global Location Services is turned on. Ensure that Location Services for ActiveSG is also turned on.
  • For Android v4.4.2
    (For Samsung S4) More > Location . Ensure that Location Services is turned on.
  • For Android v4.4.2
    (For LG Nexus) Personal > Location . Ensure that Location Services is turned on.
    
    
• I can’t detect my current location. My mobile phone says I am in another place. How can I refresh my location?

  Sometimes it could be due to weak network or poor GPS signals and it may take some time before your current location is detected. If this does not work, close and reopen the app. Location services work best outdoors. 

• How do I check the version of the application?

  From your Home screen, open the Slide Menu. Settings > About ActiveSG. A description of the app is displayed, along with its version number.

• What is CAPTCHA?

  CAPTCHA is the abbreviation for “Completely Automated Public Turing test to tell Computers and Humans Apart.

  It is a simple test usually “inserted” during a process or transaction over the internet that would require usually a simple response from the user. It is a commonly used “test” over the internet.

  Essentially, this test helps determine that it is a “real” person who is going through the process or making the transaction rather than an “automatic system or computer”.

  This test can help to prevent the use of automated softwares from engaging in abusive or unauthorised activities on websites so that it does not hamper the experiences or the convenience of other users.

• Why is CAPTCHA being used on this website?

  We would like to ensure that your experience, when visiting the ActiveSG website to get more information or to make a booking, remains easy, simple and positive.

  With the CAPTCHA step, we are enhancing our system to better serve all our members. Because it is aimed at helping to prevent the use of automated softwares, this will mean that all members making any booking transactions on our ActiveSG website will have a fair and equal chance. 

• Why and when will I get CAPTCHA?

  Whenever our system detects that an automated software might have been used to make transactions on our ActiveSG website and apps, CAPTCHA will be activated.

• How to solve CAPTCHA?

  The CAPTCHA challenge can be in the form of checking a box, entering a phrase or selecting relevant images.

  To solve the CAPTCHA, click on the check box and then on ‘Submit’ button.
  If a challenge phrase or image selection is shown, key in the characters or select relevant images, click on “Verify” button and then “Submit” button.	<img alt="" width="236" height="485" src="/-/media/SSC/Consumer/Images/About-ActiveSG/Picture2.png? la=en&la=en" />

• Why do I get additional CAPTCHA challenges instead of one simple challenge?

  CAPTCHA is a self-generated testing protocol. It may involve additional levels of challenges depending on CAPTCHA’s risk analysis techniques. For instance, if there is additional risk detected, then additional levels of CAPTCHA tests will be requested for the user to go through.

  The ActiveSG website and apps does not have any influence or control over the different levels of challenges to be shown to users.

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Fingerprint Login

• 1. What is Fingerprint Login?

  Fingerprint Login is an alternative way of logging into your ActiveSG account on the mobile app.

• What are the devices which support Fingerprint Login?

  iPhone/iPad with Fingerprint login function and iOS version 8 and above, will be able to support this function.

• When will this feature be available?

  This function will be made available on 21 Dec 2016 for Apple devices with Touch ID functions. Support for Android devices with Fingerprint login will be launched in due course. Please ensure that the app is updated with the latest version to be able to receive the latest function.

• Can I setup Fingerprint Login function using Facebook login?

  This is not possible as first time setup of your fingerprint login, must be done through your ActiveSG account using your “Mobile/Email/NRIC” and “Password”.

• How to setup using Fingerprint Login Function?

  For Apple devices with Touch ID function

  First time login user

  Step 1: Launch ActiveSG application and click on “Login” button.

  

  Step 2: Login into your ActiveSG account with your “Mobile/Email/NRIC” and “Password”

  
  

  Step 3: Welcome screen will be displayed

  
  

  Step 4: Select “Settings” on the left menu.

  

  Step 5: Select the “Touch ID login” to setup Fingerprint login.

  

  Step 6: Enter your login password to setup Touch ID Login. Click on “Done” button on the keypad once input is completed. A confirmation message will be displayed.

  

  Step 7: Once “Ok” button is clicked on the confirmation message, the “Touch ID login” function will be activated.

  

  Step 8: To activate the Touch ID for eWallet, click on “Touch ID for eWallet” button and enter your eWallet Pin. Click on the “Done” button once completed.

  
  

  Step 9: A confirmation message will be displayed. Congratulation, both Touch ID Login and Touch ID for eWallet had been successfully setup.

  
  

  Step 10: Click to launch the ActiveSG app again, Touch ID Login will be activated. You may now login to the ActiveSG app with your Touch ID.

  
• Why my Touch ID has been disabled?

  If another person uses your phone to access his/her account from the ActiveSG app, your fingerprint configuration will be automatically disabled.

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MyInfo

1. What is MyInfo?

   MyInfo is a consent-based data platform that pulls your personal data across participating Government agencies to fill out e-forms. Users can create their own personal data profile for greater convenience when using Government eServices. Please visit www.myinfo.gov.sg for more information.

2. I am already an existing ActiveSG member. Do I need to apply for MyInfo?

   It is not mandatory for existing users to apply for MyInfo. However you may wish to register your profile with MyInfo as Sport Singapore is one of the participating agencies.

   Your MyInfo profile data can be used to update your ActiveSG account profile by simply clicking on the ‘Retrieve MyInfo’ button found in your profile page.



3. I have supplementary members under my account. How will their accounts be updated with MyInfo??

   Your MyInfo profile will only be used to update your primary ActiveSG account. The supplementary accounts under you will not be affected.

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e-Gift Card

1. What is the ActiveSG e-Gift Card for?

   The ActiveSG e-Gift Card allows you to share the joy of giving to friends and family and encourage one another to exercise and stay active. Buy an ActiveSG e-Gift Card with MyCash $ credits that can be utilised for ActiveSG facilities and programme to enable them to experience sport and live better through Sport!

2. When is ActiveSG e-Gift Card available and where it is available?

   ActiveSG e-Gift Card is available from Monday, 11 December 2017 and it can be purchased on ActiveSG app. It is not available on the web for now.

   Your MyInfo profile data can be used to update your ActiveSG account profile by simply clicking on the ‘Retrieve MyInfo’ button found in your profile page.

3. How can I buy an ActiveSG e-Gift Card?

   Please download the new version of ActiveSG app, login and you could start buying ActiveSG e-Gift Card on ActiveSG app for your friends and family members. Please refer to Question 12 for the detailed steps on buying an ActiveSG e-Gift Card.

4. Who can I send the ActiveSG e-Gift Card to?

   You can send an ActiveSG e-Gift Card to any Singapore registered mobile number.

5. How can I make payment for ActiveSG e-Gift Card?

   You may make payment via ActiveSG app using eWallet MyCash $ or Credit Card. Please note that the complimentary ActiveSG $100 credits cannot be used for purchase of ActiveSG e-Gift Card as the ActiveSG $ dollars is non- transferrable.

6. How do I receive an ActiveSG e-Gift Card?

   For registered ActiveSG member/user, the e-Gift Card (MyCash $) from senders will be credited into your ActiveSG eWallet (MyCash).

   For individual who have no account with ActiveSG, recipient will receive an SMS alert to download the ActiveSG app to receive the e-Gift Card. The MyCash $ will be automatically credited into his/her eWallet MyCash $ once he/she is successfully registered.

   If the individual didn’t follow through with the registration to receive the e-Gift Card after a period of time, the MyCash $ in e-Gift Card will be credited back to the sender.

7. Is it necessary to register an account to become an ActiveSG member/user in order to receive an ActiveSG e-Gift Card?

   Individual is required to register to have an account to receive the e-Gift Card MyCash $ in ActiveSG eWallet and subsequently to utilise the MyCash $.

8. What if I send the e-Gift Card to wrong number or select the wrong amount?

   Once the e-Gift Card is sent, MyCash $ will be transferred to the recipient’s account instantly. Hence, please ensure the correct mobile number is entered and correct amount of denomination is selected. There shall be no refund once the e-Gift Card is purchased.

9. Can MyCash $ in the e-Gift Card be en-cashed

   The e-Gift Card with MyCash $ is for use at ActiveSG pool, gym, programmes and booking of ActiveSG courts, to encourage and enable us to exercise and stay active, thus the MyCash $ in e-Gift Card shall not be allowed to be en-cashed.

10. How can I send an ActiveSG e-Gift Card to multiple recipients?

    The e-Gift Card is designed for personalisation of messages to individuals, hence it is not for sending to multiple recipients for now.

11. How can I send an ActiveSG e-Gift Card to multiple recipients?

    The e-Gift Card is designed for personalisation of messages to individuals, hence it is not for sending to multiple recipients for now.

12. How can I send an ActiveSG e-Gift Card to multiple recipients?

    The e-Gift Card is designed for personalisation of messages to individuals, hence it is not for sending to multiple recipients for now.

13. How can the recipient view his/her MyCash $ in the e-Gift Card?

    Recipient can view his/her MyCash $ in the ActiveSG eWallet statement.

14. How to send the e-Gift card?

    Step 1: Download the new version of ActiveSG app.

    
    Step 2: Launch ActiveSG app and log in.
    
    Step 3: Click on “Send A Gift Card” at the Home Page
    
    Step 4: Enter your personalised message and recipient’s number, select Gift Card amount and
    
    Step 5: Verify the details and click on “Buy Now”
    

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Redeem ActiveSG$ with HPB Healthpoints

1. How do I redeem ActiveSG credits with HPB Healthpoints?

   If you are a member for both ActiveSG and HPB Healthy 365 mobile app, you may log in to the ActiveSG app to redeem HPB Healthpoints for ActiveSG$. Points are only redeemable via the ActiveSG app.

2. What details are necessary for this redemption?

   Please ensure both your ActiveSG and Healthy 365 mobile app profiles are updated with the same mobile number and NRIC number to ensure a successful redemption. Redemptions will be declined if you input the wrong profile details.

3. Where can I redeem my ActiveSG credits?

   Step 1: Login to your ActiveSG account on your mobile application. Once you have logged in, you should see the section where MyCash and ActiveSG$ is displayed. Click on it to access to your ActiveWallet.
   
   
   
   Step 2: Under ActiveSG$, click on the ‘Redeem Healthpoints’ button.
   
   
   
   Step 3: If you are redeeming the ActiveSG$ for the first time in that particular year, you will be prompted for One-Time Password (OTP) verification. Key in the OTP sent to you and choose the amount of Healthpoints to redeem.
   
   Step 4: Upon redemption, a ‘Redemption Successful’ message will appear and redirect you to the ActiveSG app dashboard. An email and SMS will also be sent to your registered email address and mobile number in ActiveSG app once the redemption is successful.

4. What are the conversion rates?

   Every 150 Healthpoints can be redeemed for ActiveSG$3 . The minimum redemption per transaction is 150 Healthpoints (worth ActiveSG$3) and the maximum redemption per transaction is 4500 Healthpoints (worth ActiveSG$90 ). Redemptions can only be made in multiples of 150 Healthpoints.

5. What can I use the ActiveSG$ for?

   ActiveSG$ can be used for pool and gym admissions, ActiveSG facilities booking, as well as ActiveSG programmes and activities (capped at 30% of the cost for each programme/activity). You may refer to myactivesg.com for the list of available facilities, programmes and activities.

6. Do my redeemed ActiveSG$ have an expiry date?

   Yes, it will follow the existing ActiveSG$ expiry terms & condition as stated in ActiveSG Membership FAQ.

7. How long does it take for the conversion of HPB Healthpoints-ActiveSG$ to take effect?

   The HPB Healthpoints-ActiveSG$ conversion is immediate and will be reflected under ‘ActiveSG$’ in the ActiveSG app for your use.

8. Am I able to redeem ActiveSG$ for HPB Healthpoints instead?

   No, there is only redemption of Healthpoints for ActiveSG$.

9. Is there any other way for me to check that the ActiveSG$ have been successfully redeemed?

   Yes, you will receive an email and SMS confirmation in your registered email address and mobile number in ActiveSG app upon successful redemption. The redemption will also be reflected in your ‘Statement’ in the ActiveWallet Page.
   
   

10. Why am I not able to redeem my Healthpoints?

    You will need to ensure that you have a valid Healthy 365 mobile app account with sufficient Healthpoints (minimum of 150 Healthpoints) to redeem for ActiveSG$. The contact information in both ActiveSG and Healthy 365 mobile app must match for ActiveSG$ to be redeemed successfully.

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