Membership FAQs


Where is my nearest MOVATI located?

With 16 locations across Ontario and Alberta, you can find your closest club by clicking here for locations.

I have questions regarding my membership who should I contact?

For membership questions, please visit your club and speak with an associate, otherwise you can use the Contact Us page to submit your questions.

Who do I contact about my experience at MOVATI?

We appreciate and value your feedback, please use the Contact Us link to submit your feedback and our team will be touch. If you prefer to speak to someone directly, please visit or call your club to speak with a Manager.

Can I cancel my membership if I am still in-term?

Membership terms and conditions continue to apply. You may cancel your membership at the end of your membership term by speaking to an associate in your club.

Is MOVATI offering day passes if I want to try out the club?

Day passes can be purchased at the club. If you would like to set up a time to tour a club and speak to an Account Representative regarding our new membership options, click on ‘Book a Tour’ on our website homepage.

Can I freeze my membership?

A Select membership allows you to freeze your membership for a minimum of two (2) consecutive weeks and a maximum of twelve (12) consecutive weeks. In any calendar year, you may not freeze your membership, i) more than twelve (12) weeks in total; and, ii) more than twice during that period.

In-Club FAQs

In-Club FAQs

Is it mandatory for members to wear a mask?

Face masks are not required at MOVATI. You may use a facial mask at your discretion.

Can I still use cash to pay for products and services in the club?

MOVATI Athletic no longer accepts cash as a payment method. You may use a debit or credit card, or MOVATI Express Pay touch-less tap. We accept Visa, MasterCard and American Express.

How will you ensure the club is clean and safe to use?

At MOVATI, safety and cleanliness continue to be key priorities. We offer leading HVAC and air quality control systems to provide a cleaner air environment. In addition to this, the staff carries out vigorous cleaning protocols throughout the club using EcoLab® products to disinfect between group fitness classes and at set times throughout the club, around the clock. EcoLab® cleaning products are the leading products used by hospitals and medical laboratories.

What guidelines do you have in place for food and beverage handling?

Team members follow food safety standards at the café, including washing their hands. No cash will be accepted, only debit card, credit card, and MOVATI Express Pay.

Do I need a swipe card to gain access to the club?

If you joined in the club, you received a swipe card to enter the club. If you joined online, you will receive this swipe card upon your first visit. You can also use the MOVATI Mobile App to swipe into the club. For more information on how to log in please visit the MOVATI App FAQ.

I joined online, what do I do now?

Welcome to the MOVATI Community! When you are ready for your first visit, stop by the front desk and our Member Experience Associates will get you set up with a swipe card, take your picture, take you on a quick tour of the club, and schedule a Game Plan Session. Once your account is set up you can then use the MOVATI App to check into the facility.

Personal Training FAQs

Personal Training FAQs

Can I cancel my Personal Training agreement?

The terms and conditions of your Personal Training agreement apply. You may cancel your personal training agreement at the end of your term. Please speak with your Personal Trainer to discuss your options.

I am interested in Personal Training, who do I contact for more information?

Visit the Personal Training desk and our associates in the club will be happy to book you in for a Game Plan Session with a MOVATI Fitness Coach to assess your goals and provide training options that meet your needs. 

How do I cancel an appointment?

Please email or call your Personal Trainer with no less than 24 hours notice to avoid fees. 

Studio Fitness FAQs

Studio Fitness FAQs

What should I know before attending a group fitness class?

Group fitness classes are open to reservations 73 hours before the class begins; reservations are completed through the MOVATI app. Arrive a minimum of 5 minutes before class begins to check into the class, set up equipment, and settle into your space. See the MOVATI Athletic Member Etiquette for all class etiquette requirements. 

What Group Fitness classes are available? How many classes? At which clubs?

To learn more about our latest offering, click here. For the latest schedule and to reserve your spot please check our website schedule or, use the MOVATI mobile app.

How many people will be allowed to be in classes?

Each club studio has different capacities. For availability and to reserve your spot in a group fitness class, please check our website schedule, or use the MOVATI Mobile App.



How do I download the MOVATI app?

The MOVATI Athletic app is available in the Google Play and App Stores. Click here for your free download.

How do I book group fitness classes in the App?

What information do I need to register?

You will need the information within your MOVATI Athletic membership agreement; Home club, Barcode number (do not include % sign; example: MOV00000) on your swipe tag / barcode, and Last name on the agreement.

Please note your last name and home club must be exactly the same as in your active agreement within MOVATI’s membership system.

If you purchased a membership recently and have not received a swipe tag / barcode, please enter in your phone number as your barcode.

How do I view and book group fitness classes and small group training openings at other clubs?

For instructions, see this PDF document.

My email/phone number is already in use.

Most likely you have created an account using your email or phone number already. Please select “Forgot Password” to reset your account.

Is there an age restriction on the MOVATI app?

Yes, currently our members must be 17 years old to download and register the app. If a teen or student member would like to reserve a spot in Group Fitness classes or Small Group session they can do so via the website schedule.

I forgot my password.

Please select “Log In/Sign up” and then select “Forgot password?” You will enter your email where prompted to, and an email will be sent to you shortly with a new password.

I signed up for a gym membership, but my login is not working for the app.

Your MOVATI App login is a separate login from your membership. If this is your first time accessing this app, please select “Log In | Sign Up” -> “Create Account” and enter the required information.

I cannot be found in the system.

If you are trying to create an account and you received a message that says “We could not locate you in the system.”, it means that you have entered incorrect information, ex. Wrong barcode number (do not include % sign; but include MOV) last name or home club, during the registration process. You can click the “i” icon at the top right corner and explore through the FAQ chatbot. You may also email as an alternative to the in app support for inquiries.

I’m moving and changing home clubs. Will I lose all my fitness activity?

No, you will not lose your fitness activity. Keep tracking those workouts! Once your home club has been changed within our membership system, the app will automatically update your home club within 24-48 hours. Be sure to update your filters in the Class Schedule to ensure you are viewing the correct club class schedule. 

I set up an account on the app and I cannot log in.

Please use the “Forgot password?” link on the home screen to contact our app team and they will send you a temporary login and password for your MOVATI App. After you sign in, please go to the “My Profile” under the “Settings” tab and create a new password.

I am requesting a new password but am not receiving the forgot password email.

The reset email is sent through an automated system. Please make sure you do not have any filters set to your inbox that will not accept such automated correspondence. If you used an email address with a special domain other than the regular ones (ex. @gmail, @yahoo, @hotmail), please check your spam or junk email folder, or contact your email service provider to make sure you can get emails from us.

I am requesting a new password, but my temporary password does not work.

Temporary passwords are case sensitive. Please make sure that you have entered all characters correctly. When you do copy/paste extra spaces can be copied at times. They will be considered as a character as well and your password might not work.

How do I log a Workout?

There are three ways to record a workout.

Tap Workouts on your mobile app and select All Workouts.

  • Click the ‘Track Workout’ or ‘Create Your Own Workout’ and choose your exercises, or
  • Scroll down to Quick Actions and select your activity to track.

You can also automatically track your workouts by using:

  • xCapture – This feature can be found in ‘Quick Actions’. It is designed to track workouts on non-connected equipment. Look for equipment with electronic display screens (like treadmills and stationary bikes), and at the completion of your workout take an xCapture picture of the electronic screen that displays your Time, Distance and Calories.  xCapture will automatically update your tracking for that equipment-based exercise. (May take up to 24 hours to process and then display your workout.)
  • 3rd Party Tracking Apps and Devices – Go to the Profile tab and select ‘Connected Apps’ to link your account to your favourite 3rd party tracking apps and devices.

Your activity will be added to the Latest Activity in the Workout section of the app.

What is an xCapture?

xCapture – This feature can be found in ‘Quick Actions’. It is designed to track workouts on non-connected equipment. Look for equipment with electronic display screens (like treadmills and stationary bikes), and at the completion of your workout take an xCapture picture of the electronic screen that displays your Time, Distance and Calories. xCapture will automatically update your tracking for that equipment-based exercise (may take up to 24 hours to process). Please make sure your camera settings are allowed in your phone’s settings)

My camera button is greyed out when trying to submit an xCapture.

Allowing the camera is a permission you are asked when you first download the app. If you did not allow the permission initially, do not worry! Please open your phone’s settings, scroll down until you see your gym’s app, select the app, and toggle the camera permission so that it is “on”.

I don’t work out on cardio equipment but want to track my workouts. How do I do that?

No problem, use the “Manual” entry feature under “Create a Workout” and enter in your workouts by day. You can also link 3rd party tracking apps and devices to your account under the “Connected Apps” tab to automatically track workouts.

How do I edit/delete a workout?

You can edit your workouts in the “Workouts” tab. Tap on the View All button by Latest Activity, search for the workout you would like to edit/delete, open the workout and make the adjustments and hit save.

Note: Connected Apps workouts cannot be edited/deleted as this is syncing from a third party.

What if I don’t want my workouts highlighted on the Activity Feed?

Good news, by default the Public setting is turned OFF. However if you’d like to see your leaderboard and activity feed include your workouts, please tap on your picture located in the top left hand corner of the screen, then select SETTINGS and go to PRIVACY a where you can control your profile settings.

What apps/devices can I connect with?

For a full list of apps to connect with, please visit the “Connected Apps” tile in the picture location in the top left-hand corner of the screen, (side menu/Dashboard) or in the Profile tab

I don’t see my favourite connected app/device, are you adding more?

We are continuously adding more. Please let us know your favorite so we can add it to the list 

How do I connect other apps/devices?

Please open the “Connected Apps” tile and select “link” next to the app you wish to connect. You will then be guided to a screen where you will log into your connected app account.

Can I link more than one 3rd party app and device?

Yes, you can link multiple apps/devices and they will all track.

My workouts are duplicating.

If two connected apps are linked to each other and linked to your app account you will see duplicate workouts in your workouts tab because both sources will send data to the app.

I don’t see my 3rd party app summary on the “Dashboard” page. Are my accounts linked?

Try a few steps to ensure your account is linked properly:

  • Log out and sign back into your 3rd party app account
  • Log out of the App and sign back in
  • Please note, if you are using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices sync to when the workout appears in the app. Still having problems, email for assistance.

How do I Create a Goal?

You can create a personal goal by accessing the ‘Goal Center’ section of the app in the ‘Progress’ tab. Here, it will allow you to pick your goal type, target and duration.

Can I have multiple goals at once?

No, you can set only one goal at a time.

Can I create a goal for me and my friend?

No, this is your personal workout tracking account. If you attend the same gym with your friend, you can, both, join a challenge created by the club.

How long does a challenge last?

Please visit the challenge page on the App to view the challenge details or you can visit the front desk at your home club.

What if I am on vacation during the challenge but still want to participate?

You can participate on the go! Link to your 3rd party apps/devices (Fitbit, Runkeeper, MyFitnessPal, etc.) under the “Connected Apps” tab.

Can I participate in more than one challenge?

Yes, you can join as many as you’d like.

My workouts are missing from the challenge.

Please ensure you have joined the challenge and your workout meets the challenge exercise requirements. 

I signed up for the challenge, but my workouts aren’t counting towards it?

Please check the start date of the challenge in the App, it may not have started yet. Your workouts will begin recording when the Challenge officially starts. Please note, if you are using a 3rd party app/device to record your workouts there may be a slight delay from when the app/devices syncs to when the workout appears on the leaderboard.

How do I leave a challenge?

Please sign into the App and go to the “Progress” tab “Active Challenge” and click on the challenge you have joined. From there, you can click on “Leave” in the bottom of your scroll. This will remove you from the club challenge.

I have some feedback about the MOVATI App. How do I pass that along?

We love receiving feedback and new ideas. Feel free to contact us and let us know how we can improve your experience.

MOVATI Express Pay FAQs

MOVATI Express Pay FAQs

What is MOVATI Express Pay?

You can sign-up for MOVATI Express Pay anytime with staff at the front desk or cafe. Linking your credit card to your membership only takes a few minutes.

How can I sign-up?

You can sign-up for MOVATI Express Pay anytime with staff at the front desk or cafe. Linking your credit card to your membership only takes a few minutes.

Where can I use MOVATI Express Pay?

You can use MOVATI Express Pay to pay for any in-club purchase – from the Café and MOVATI Boutique to Personal Training and Kids Playroom.

Are there any fees for using MOVATI Express Pay?

No, there are no additional fees for MOVATI Express Pay.

Is my credit card information secure?

Yes, your credit card is secure. We are compliant with Payment Card Industry (PCI) standards for security and privacy.

Is there a transaction dollar amount limit?

In-club payments using MOVATI Express Pay can be in any amount permitted by your credit card limit. Payments under $20.00 do not require a signature.

OnDemand FAQs

OnDemand FAQs

Does MOVATI offer any at home or virtual classes?

Yes, can access our existing library of 250 Group Fitness Class and Training videos through the OnDemand tab on the Member website.

Will you be adding new content to the online Group Fitness classes?

There will be no new content added to the library.  However, there is an inventory of over 250 Group Fitness Classes and Training videos available for playback. 

Do I need a password to access the OnDemand content on the website?

No password is required to access the OnDemand content on the MOVATI website. Simply click on the OnDemand tab on our website, select your favorite video and press Play.

What Group Fitness classes are available in the club?

MOVATI clubs offer up to 180 Group Fitness classes weekly and exciting future plans for the introduction of other new formats and classes. For the latest schedule and to reserve your spot please check our website schedule or, use the MOVATI app.

Is the MOVATI OnDemand service available to all members?

Yes, both Classic and Select members will be able to playback the content on our OnDemand Service. No password or special access is required



What is the Inclusion symbol?

The Inclusion symbol is a visual statement to members, team members, and guests that our clubs and corporate offices are diverse and inclusive environments. At MOVATI, everyone is welcome, regardless of gender, ethnicity, religion, sexual orientation, or identity.

What is changing at MOVATI based on this new Inclusion symbol?

At MOVATI, creating an inclusive and diverse environment has always been essential. This Inclusion symbol is the next step in our evolution, confirming our stance that diversity is a core value for us.

What does that mean? Why now?

At MOVATI, creating an inclusive and diverse environment has always been important and will continue to be a core value. The Inclusion symbol is a visual representation of our stance and the next step in our evolution.

Why is diversity important?

Giving a voice and space for many perspectives and representations cultivates an environment where we can all learn, grow and evolve.

What do all the colours mean in the Inclusion symbol?

The colours are based on the Progressive Pride flag. The flag colours were changed in 2021 to include Black and Brown communities of colour and members of the Trans community.

Outside of an additional Inclusion symbol, what is MOVATI doing to live this message?

We created a Diversity, Equity, and Inclusion (DEI) Advisory Council and are continually learning and growing to view our spaces and interactions through a DEI lens. We’re excited to continue this journey with our members and team. Together we’ll continue to progress forward.

Is MOVATI doing anything outside of its walls to support local community members?

Our DEI Advisory Council has begun outreach to partner with local groups and will actively look to engage further in the community.

What is your gender split for employment?

We continue to improve our data collection. At MOVATI, we believe in equal opportunity for all and continue to strive to make a more diverse workplace. Results from a self-disclosure DEI Survey shows our gender split is approximately 73% female, 22% male, 1.5% Queer/Gender fluid, 1% non-binary, with 2% who prefer not to disclose. This data closely matches our team member metrics in a binary listing.

How are you an ally for inclusion?

We aim to create a space where all backgrounds are welcome, experiences are shared, and voices are lifted. Therefore, MOVATI has zero tolerance for hate speech, behaviours, or actions that may be deemed discriminatory.

Who can I contact with more concerns or comments?

You can email Responses will be directed to our DEI Director.

Can I change the gender listed on my membership?

We are engaged in regular discussions with our member management software vendor. We have submitted our request for updates to gender options. However, this is not an item currently available in the software program.

What do I do if I'm feeling unsafe at MOVATI?

We aim to create a space where everyone feels welcomed and safe. If anyone feels unsafe for any reason, please speak to the club leaders or email us at

What change room can I use as someone who is gender fluid?

Members are encouraged to use the change room they feel the most comfortable and safe in. For added comfort, inside our change rooms you will find private changing areas. Most of our clubs also include a gender-neutral change room (Universal Change Room) as an option.