GENERIC FREQUENTLY ASKED QUESTIONS
How to sign in
If you are a current member, an account has already been established for you.
To access your account, use the email associated with your previous or existing membership and your password.
If you don't have a password select 'forgot password' to create a new password for future logins. Please check your junk mail too as sometimes the email lands there.
Forgot password
If you can't recall your password, just enter your email on the login page and choose the 'forgot password' option. An email with a link and instructions to reset your password will be sent to you. Remember to also check your junk mail folder as the email may occasionally end up there.
View and change my personal or contact details
1- Log in to the client portal
2- Select 'Account'
3- Navigate to ‘Edit Profile’
4- Update your personal or contact details.
SwimMagic - Client portal FAQs
How do I enrol as a new customer?
Step 1.- Click on ‘Create a SwimMagic account’ or 'Create free account'.
Step 2.- Fill in all the details for the parent/responsible person of the student or if the lessons are for you, enter your details here.
Step 3.- Click on ‘Book’ and ‘SwimMagic’
Step 4.- Click on ‘Add your child's details to enrol' and enter their details here.
Step 5.- Click on ‘View available classes’.
Step 6. - Select which class options you require;
• Magic Moments are for children under 3 years
• Pre School are for children 3 and 4 years old
• School Age is for children 5 years +
• Squads are for children who can swim 25m Freestyle, Backstroke and Breaststroke
• Adults are for students 16 years and over
Step 7.- Answer the quiz questions to see what level to enrol in.
Step 8.- Click ‘Enrol now’ next to your chosen class.
If you want to enrol more students please click on ‘Add your child's details to enrol’ and follow the same process above.
How do I login to the Client Portal?
Step 1.- Click on My Account from a desktop PC or via the browser on your smart mobile. Sign in with your email address and password. If you don't have a password click ‘Forgot password’ and enter your email address and click ‘Submit’.
Step 2.- Follow the prompts in the password reset email and select your own password to access your account.
How do I see my child’s progress?
Step 1.- Click here to login to the Client Portal
Step 2.- Enter the email address associated with your account – for first-time users you will need to click 'forgot password'.
Step 3.- Once in your account, you will need to click on the 'skills' tab.
Step 4.- Click on the down arrow to view enrolled students, then click on 'student' to see skills.
Step 5.- Scroll down to see levels and skills.
How do I change my lesson?
All students can change their booking to the next level through the Client Portal if they have achieved all the required skills. You can also change the day and time of your current level if the time no longer suits (you can do this twice within the same level).
Follow the steps below to do this;
Step 1.- Log in to the Client Portal.
Step 2.- Click on ‘Book’ and ‘SwimMagic’ then click on the class level the student is moving into or the same level if you want a different day and time. If you are not sure what level this is click on ‘Account’ and then ‘Skills’ you will be able to see which level they are currently in and what level is the next one up.
Step 3.- Click on ‘Enrol now’ next to your chosen class.
Step 4.- Click on ‘Transfer’ next to the student you want to move.
How do I suspend my lesson?
Step 1.- Login to the Client Portal
Step 2.- Click on ‘Contract details’ if you have multiple students enrolled, click on the down arrow to select the student you wish to suspend
Step 3.- Click on the contract and click on ‘Freeze contract’ and select either the $0 suspension or the $5 suspension (you are entitled to 2 weeks free and 2 weeks at $5 per week per calendar year)
Step 4.- Enter the dates you wish to suspend payment. You will not be charged for any classes that fall during these freeze dates.
How do I change my payments to come from a new bank account or credit card?
Step 1.- Login to the Client Portal
Step 2.- Click on ‘Payment settings’
Step 3.- Click on ‘add new payment method’
How do I cancel my lessons?
All cancellations must be in writing and with 10 days notice given. You can cancel your swimming lessons by filling out the online cancellation form.
All direct debit enrolments are ongoing until you decide to cancel by filling out the cancellation form 10 days prior.
How do I pay an outstanding amount?
Step 1.- Log in the Client Portal
Step 2.- Once logged in, click ‘Account’ on the navigation bar located on the top of the page, and select ‘Payments’ where you can view your outstanding payments.
Step 3.- Select the outstanding amount you’d like to pay, click ‘Pay’ and follow the prompts to process the payment.
Fitness by CLM - Client portal FAQs
Members can now access their own personal membership profiles via the CLM Client Portal! Here you can see membership details, update direct debit payment methods and book your favourite group classes!
If you can’t remember the email address you provided when using our services, don't hesitate to contact our customer service team at the facility.
How to login to the Client Portal?
If you are a current member, an account has already been established for you.
To access your Client Portal, use the email associated with your existing membership and your password.
If you don't have a password select 'forgot password' to create a new password for future logins. Please check your junk mail too as sometimes the email lands there.
Where to download the CLM Portal APP?
CLM PORTAL APP is available to download for free from either the Google Play or Apple Store.
How to log in CLM Portal APP?
Step 1. - search for CLM Portal in Apple Store or Play Store and install it.
Step 2. - Access using the email associated with your existing membership.
Step 3. – Add your password (If you don’t have one, tap Forgot password?) If you cannot locate the email please speak to reception. To confirm we have the correct email address in our system.
How to Book a Group Fitness Classes? (Existing Customers)
Step 1.- Log in to the Client Portal
Step 2.- Once logged in, click ‘Book’ on the navigation bar located at the top of the page, and select ‘Group Fitness Classes’.
Step 3.- Choose your preferred class, date and time, and click ‘Book now’.
How do I view my classes bookings?
Step 1.- Log in to the Client Portal
Step 2.- Once logged in, click ‘My Bookings’ on the navigation bar located at the top of the page. You will be able to view your upcoming bookings.
How do I cancel my group fitness booking?
You can cancel a session booking right up until 60 minutes prior to the start of the class via the Client Portal, if so, and you are a visit pass holder, no visits will be deducted from your pass.
Step 1.- Log in to the Client Portal
Step 2.- Once logged in, click ‘My bookings’ on the navigation bar at the top of the page.
Step 3.- Select the class booking you’d like to cancel, click ‘Manage bookings’ and select ‘Cancel booking’.
Once the booking is cancelled, it will be removed from your 'My Bookings' section.
View remaining visit passes
Step 1.- Log in to the Client Portal
Step 2.- Select 'Account' in the main menu
Step 3.- Select 'My Purchases'
Step 4.- View how many passes you have remaining as well as your expiry date.
How do I update my payment details?
Step 1.- Log in to the Client Portal
Step 2.- Once logged in, click ‘Account’ on the navigation bar located at the top of the page, and select ‘Payment settings’ where you can view your current payment methods.
Step 3.- Click ‘Add new payment method’ and enter your new bank account or debit/credit card details.
How do I pay an outstanding amount?
Step 1.- Log in the Client Portal
Step 2.- Once logged in, click ‘Account’ on the navigation bar located on the top of the page, and select ‘Payments’ where you can view your outstanding payments.
Step 3.- Select the outstanding amount you’d like to pay, click ‘Pay’ and follow the prompts to process the payment.
How do I suspend my membership?
Direct debit members are entitled to up to 3 months suspension per year of membership served (or part thereof).
If you are a direct debit customer, you can suspend your membership as per your membership terms and conditions within your personal Client Portal.
For lump sum membership suspensions, please speak to one of the customer service staff at your facility. Please note: 1-month and 3-month lump sum memberships have no suspension allowance available.
What do I need to do to cancel my membership?
To cancel your membership you will need to fill in a Membership Cancellation Request form in the club or request in writing for the form to be sent to you to complete online. Please note: 10 days notice must be given for your cancellation to be processed once submitted.