My account

First time log ins

If you are a member, you will already have an account set up.

Please use the email address you have provided us and set your password by selecting ‘Forgot password’.

This will be your password for future logins.

Creating an account

If you haven’t visited us before, or do not have an existing account with us, please visit the online customer portal. Select 'Join or book now' and follow the prompts. 

Not sure if you have an account?

1. Visit the online customer portal.
2. Select 'Forgot password'. A new page will load.
3. Type in your email.
4. Select 'Submit'.
5. If you have an account, you will receive a email to reset your password.
6. If you do not have an account, a message will load stating 'Email address not found'.
7. If your email address was not found this means there is no associated account to the email you entered. Existing members should contact the centre to check their email address if this occurs.
8. If you are not a member, please proceed back to the login screen and select 'Join or book now' and follow the prompts.

1. Login to your online account using your email address and password.
2. Select 'My Accounts'.
3. Select 'Payment settings'.
4. Select the member or guest you wish to edit at the top of the screen.
   • If you are paying for a student's account, the bank account sits under the responsible persons / guest account details.
5. Select 'Add new payment method'.
6. Select which payment method you wish to update and select 'Next'.
7. Enter new details and click 'Submit'.

1. Login to your online account using your email address and password.
2. Select 'My Accounts'.
3. Select 'Payments' tab.
4. If you have more than one payment plan, select the member or guest you wish to edit at the top of the screen.
   • If you are paying for a students account, the bank account sits under the responsible persons / guest account details.
5. Update your details.
6. Select 'Save Changes'.

You can access your online customer portal to update your payment details, postal address and phone number.

For all other updates please contact the centre.

1. Login to your online account using your email address and password.
2. Select 'My Accounts'.
3. Select 'Edit profile'.
4. Edit your details.
5. Select 'Save Changes'.

1. Login to your online account using your email address and password.
2. Go to the 'Group Fitness / Lap Swimming' timetable which is located under 'Book'.
3. Use the filter to select your service of interest i.e. group fitness or lap swimming.                   
4. Select 'Book now'.
5. Select 'Book now' again.                                                                                    
   • Accounts with multiple payment plans will be prompted which individual they wish to register.
6. Make payment (casuals only).
   • Pay for a single session via credit / debit card.

Credit / debit card

1. Enter your credit / debit card details.
2. Make payment.
3. You will receive an email confirming booking.

1. Login to your online account
   • Use your email and password.
2. Cancel booking
• Navigate to 'My Bookings'.
• Select 'Cancel Booking'.

1. Select your membership of interest from the list of available options.
2. Select 'Buy now'.
3. Register your details, create your password and select 'Next'.
4. Check your summary, complete the membership agreement and select 'Next'.
5. Make payment.
   • Select your preferred payment method (bank details or credit card / debit card) for your contract and select 'Next'.

Payment methods

Please note that the details you enter will be linked to your contract for all future payments. You can change your payment details in the future using your online customer portal.

Bank details

1. Enter your bank details.
2. You will be taken to the payment gateway to make your initial payment which will need to be made by a credit / debit card.
3. Make payment.

Credit / debit card

1. Enter your credit / debit card details.
2. Make payment.
3. Contract confirmation.

You will receive an email confirming that you are now a member with your contract attached.

Please note that Active Adults memberships and youth memberships are not available to buy online.

To enrol your child or someone who you are a guardian for:

1. Create responsible person / guest account
   • Visit the online customer portal
   • Select the 'Join or book now' button
   • Select 'Swimming Lessons'
   • Select 'Create Free Guest Account'
   • Select 'Next'
   • Complete your (the responsible parent / guardian) details.
   • Select 'Create account'
   • Select 'Customer portal' to be taken to the swimming lessons timetable
2. Add a student
   • You should be automatically directed to the swimming lessons timetable. If you cannot see the timetable select 'Book' and 'Swimming Lessons'
   • In the top right select the 'Add a student'
   • Complete the student details.
3. Determine your level (students must complete a level assessment to enrol in a day and time)
   • Select the swimming lessons category to start the self-assessment 
   • Answer questions
   • Your level will be assigned
   • Select 'Next' to receive confirmation that you student account has been created.
   • Select 'Select day and time' to be taken to the swimming lessons timetable for your allocated level.
4. Enrol into your class day and time
   • Search and select your class day and time. These will be filtered to your allocated level.
   • Select 'Enrol now'
   • In the pop-up window, select 'Enrol now' for the student you wish to enrol in this class.
5. Make payment
   • Select your payment plan
   • Complete the agreement of terms and conditions
   • Select your preferred payment method (bank details or credit card / debit card) for your contract and select 'next'.

Payment methods

Please note, these details you enter will be linked to your contract for all future payments. You can change your payment details in the future using your online customer portal

Bank details

• Enter your bank details.
• You will be taken to the payment gateway to make your initial payment which will need to be made by a credit / debit card.
• Make payment.

Credit / debit card

• Enter your credit / debit card details.
• Make payment.
• Contract confirmation.

You will receive an email confirming that you are now a member with your contract attached.

Please note that the following swimming lessons are not available to buy online:

• Adult and teen swimming lessons
• Holiday programs
• School programs

If you have registered an absence, or if your lesson falls on a public holiday, you may have been allocated a make-up lesson. For eligibility, please check the make-up lessons policy. Follow the steps below to book your make-up lesson.

1. Login to your online customer portal account using your email and password.
2. Select 'Book'.
3. Select 'Swimming lessons'.
4. Select the toggle switch in the top left corner to 'Single / make-up lesson'.
5. Use the filter to select your relevant level.
6. Use the timetable to find your preferred day and time.
7. Select 'Book now'.
8. In the pop-up window select 'Book now' next to the student's name.

Pay fortnightly by direct debit

Usually, memberships are paid fortnightly by direct debit. You can pay from any of your accounts that allow direct debit, including a credit card account.

Debits are made every second Thursday (or the following business day if it's a public holiday). It may take a few days for the debit to show on your account.

Pay six-monthly by arrangement

You can choose to pay in six month blocks.

Arranging payment

To arrange a fortnightly direct debit or a six month payment, contact customer service at the centre.

If you have any questions about payment, please contact us.

Your obligations with direct debit

You must ensure that you:

• have enough money in your account on the direct debit date, and up to five days after;
• make any changes to your direct debit details at least 48 hours before a payment is due;
• request in writing if you want us to stop your direct debits and give us 14 days' written notice if you want to cancel your membership.

Payment failures

If your direct debit fails we will:

• notify you by SMS, email or post – so make sure you keep your contact details up to date;
• charge a $10.00 administration fee;
• ask you to pay the outstanding amount at your next visit to the centre or add it to your next direct debt.

We will continue to debit your account for any amounts outstanding, after making reasonable efforts to contact you.

Changes to fees and other membership conditions

We will give you at least 28 days' written notice of any changes to membership fees.

We reserve the right to change other membership conditions, including opening hours, services and facilities.

Suspending your membership

You can suspend your membership for a minimum of two weeks and up to 26 weeks.

To do this you must:

• fill out an amendment form at the centre;
• lodge the form at least three business days before the start of your suspension.

You will pay $5.00 per week while your membership is suspending. 

Medical suspensions

To suspend your membership on medical grounds, you must provide a valid medical certificate covering the relevant dates. We cannot backdate a medical suspension beyond one month.

You will not pay any fees during a medical suspension.

Cancelling your membership

You must give us 14 days' notice in writing to cancel your membership. You must pay all outstanding fees before you can cancel. Credits on your account are not refundable.

We recommend you contact your bank to confirm the cancellation of direct debit membership payments.

We've invested in our centre, our people and the right tools to help you smash your goals. Whether you want to lose weight or learn to swim, we're here to get you on the right track.

Take the first step with a free trial and see what Benalla Aquatic Centre has to offer.

Try our wide range of classes, check out the weights floor or join our Freestyle Group Training classes – fast and effective workout sessions.

Register for a free trial