Overview

MyMemberAccount is the new online portal where your members can view and manage their membership from any computer, tablet, or phone. It replaces MyASFAccount with a cleaner, mobile-friendly design and a lot more self-service.

The biggest change for members: they use the same email and password they already use for the MyClubAccess mobile app. No second password to remember. Members who have never set up a login can activate their account right from the portal.

In MyMemberAccount, members can:

• See their membership details, add-on services, and available sessions
• Pay past due balances and upcoming charges
• Add, view, and remove credit cards and bank accounts
• Review their transaction history
• View club check-ins and scheduled events
• Update their contact information

The portal is available at www.mymemberaccount.com and works for members at every club, whether or not your club uses the mobile app.

The portal supports English, Spanish, and French-Canadian, and members can switch between light and dark themes.

Logging In

Members who already use the MyClubAccess app can log in right away.

1. Go to www.mymemberaccount.com.
2. Enter the email address and password used for the mobile app.
3. Select Log In.
4. If this is the first time logging in on this device, the member receives a verification code by email. Enter the code to continue. Members can choose to trust the device so they aren't asked for a code every time.
5. If the member has memberships at more than one club, they'll see a list of clubs (with each club's logo and name). They select the club they want to view.

Forgot Password

1. On the login page, select Forgot Password?
2. Enter the email address on the account.
3. A verification code is sent to that email.
4. Enter the code, then create a new password.

Locked Accounts

After too many failed login attempts, the account is locked. The member unlocks it by entering a verification code sent to their email, and is then prompted to set a new password.
 

Activating an Account (First-Time Users)

Members who don't have a mobile app login yet can create one from the portal. Once activated, the same login works in both the portal and the MyClubAccess app.

1. On the login page, select Activate Account.
2. Find the membership using one of the following:
   • Member ID / full account number
   • Alternate account number
   • Barcode
3. Confirm the member's first name, last name, and email address.
4. A verification code is sent to the member's email. Enter the code.
5. Create a password. Password requirements are shown on the screen (for example, passwords can't contain spaces).
6. The account is activated and the member can log in.

"I Don't Know My Account Number"

Members who don't know their account number can look it up during activation.

1. Select Activate Account, then I don't know my account number.
2. Enter first name, last name, and either email address or cell phone number.
3. Select Lookup Account.
4. The member receives an email listing the account numbers for all active memberships that match. If they have memberships at more than one club, all of them are included.

Home Page

The home page gives members a quick snapshot of their account:

• Past due alert – If the account is past due, the member sees the amount owed and a prompt to pay. They can view the list of past due items before paying.
• Payment method – Shows the recurring payment method on file by type and last four digits (for example, "Credit card · MasterCard ••1234" or "ACH ••6789"). If there's a problem with the payment method, the member sees an alert with a link to fix it.
• Recent transactions
• Club information – Details about the member's home club.
• Quick links to the other pages in the portal.

My Account (Profile)

The My Account page shows the member's personal and contact information, including name, photo, alternate ID, address, phone, email, gender, and date of birth.

Each section has its own Edit option, so members can update just the information they need to (for example, phone number or mailing address). Help text on each section explains what can be changed.

A few things to know:

• Membership details (membership type, status, dates) can't be changed in the portal.
• Email and text message opt-in settings aren't shown in the portal right now. Updating a profile won't change a member's existing opt-in settings.
• If the member changes their email address, they'll use the new email to log in going forward.

Membership

The Membership page shows the details of the member's membership and any add-on services.

Membership Details

• Membership status and type
• Sign date, start date, and expiration date (shows Open-Ended for open-ended memberships)
• Contract amount and remaining contract amount
• Payment amount, payment frequency, and next due date
• Home club location

If the membership isn't active, the page shows an empty state instead.

Add-On Services

For each add-on, members see the service name, payment amount and frequency, next due date, PT sessions per payment (if applicable), sale date, start date, expiration date, the member it belongs to, and how many payments have been billed (for example, 3 / 12, or 2 / OE for open-ended add-ons).

Available Sessions

Members can see their available session packages, including which member each package belongs to and when it expires.

Making a Payment

Members can pay from the Home page or the Membership page.

Paying a Past Due Balance

1. Select the prompt to pay the past due balance.
2. Review the list of past due items.
3. Choose a payment method on file, or select + Add a Payment Method.
4. Submit the payment.

For clubs using automatic billing, past due dues are shown as Dues rather than a single due date. If the next due date has passed, the number of days past due is shown next to it.

Paying Upcoming Charges

Members can also pay toward upcoming charges that aren't past due yet, such as their next dues payment or an upcoming add-on invoice.

When Payment Options Aren't Available

The option to pay is hidden when:

• The account is in a Returned, Canceled, or Collections status
• The account has no future payments due (paid in full with no renewal, or expired with no renewal)
• The account belongs to a club that is no longer active

Wallet (Payment Methods)

The Wallet page shows all credit cards and bank accounts on file.

Adding a Payment Method

1. Select + Add a Payment Method.
2. Choose the Credit Card or Bank Account tab and enter the details.
3. If available, check Use for all recurring purchases to make this the payment method for recurring dues and add-ons.
4. Save.

Whether the Use for all recurring purchases checkbox appears depends on your club's settings and the member's current recurring payment type. For example, if your club doesn't allow members to switch their recurring payments from bank account to credit card, the checkbox won't appear on the Credit Card tab for a member currently paying by bank account.

Removing a Payment Method

Members can remove a card or bank account as long as it isn't the primary payment method used for recurring billing.

Transactions

The Transactions page shows the member's full payment history in one place, including point-of-sale purchases, membership dues, and add-on charges.

• Filter by type – POS, Add-ons, or Dues
• Filter by date range – such as Last 30 Days, This Year, Last 2 Years, or a custom range
• Expand POS transactions to see the individual items purchased
• Status – Successful payments show as Paid. Declined or returned payments show the reason (for example, "R01 - Insufficient Funds"), and refunds show as Refund. Declined attempts and later retries both appear, so members see the full history.
• Export CSV or Print – The print view includes your club's name, address, phone, and email at the top.

Attendance

The Attendance page shows the member's club check-ins and scheduled events. Data can be exported.

• Check-ins – Date and time, location, and member (for family memberships). Problem check-ins aren't included.
• Events – Upcoming and past events, with event name, date and time, location, trainer, and the member's status (for example, No Show).

Family Memberships

• Primary billing contact – Sees information for everyone on the account, including the list of members, and can view check-ins, events, and sessions by member. Membership details, payment methods, and past dues apply to the whole account.
• Other members on the account – See only their own information, but can still make payments on past due balances.

What Happens in Special Scenarios

Member Can't Find Their Account

If the account lookup doesn't find a match, the member should double-check the name, email, or phone number they entered. The lookup only returns active memberships. If they still can't find it, they should contact the club.

Member Has Accounts at More Than One Club

Members use one email and password for all their clubs. After logging in, they choose which club's account they want to view.

Account Is Past Due, but There's No Option to Pay

This is expected if the account is in a Returned, Canceled, or Collections status, or belongs to a club that's no longer active. The member should contact the club.

"Use for All Recurring Purchases" Is Missing

Your club's settings may not allow members to change their recurring payment type online. The member can still add the payment method for one-time payments.

Frequently Asked Questions

Do members need a new login for MyMemberAccount?
No. Members who use the MyClubAccess app log in with the same email and password. Members without an app login can select Activate Account to create one, and that login will also work in the app if your club chooses to enable it.

Does our club need to use the mobile app for members to use the portal?
No. MyMemberAccount is available to members at every club.

Can members change their membership type or cancel online?
No. Membership changes still need to go through the club.

Can members log in with a text message code?
Not right now. Verification codes are sent by email. Text message codes and passwordless login may be added later.

What happens to MyASFAccount?
MyASFAccount will be retired. Members will be guided to MyMemberAccount over time, and your welcome letters will be updated to point members to the new portal.

Where do members go for help?
The Contact Support link in the portal and in verification emails goes to www.club-os.com/member-support.