Website specific FAQs
 

1. What is Virgin Active Rewards?
 Virgin Active Rewards is designed to help you build healthier habits and make progress towards your wellness goals. You’ll complete weekly actions, build Moves, reach Milestones and unlock rewards and recognition along the way.

2. Who can take part in Virgin Active Rewards?
 Rewards is available to eligible Virgin Active members with an active qualifying membership who have accepted the Rewards terms and conditions and access the programme through the Virgin Active app.

3. How do I get started with Rewards?
 Open the Rewards section in the Virgin Active app, accept the programme terms and set your wellness goal. From there, you’ll be shown the weekly actions you need to complete.

4. What are Weekly Actions?
 Weekly Actions are the activities you need to complete during the week to achieve your Weekly Goal. They may include recognised activities such as club visits, classes or other trackable wellness activities.

5. What is a Move?
 A Move represents a successful week. When you complete your Weekly Goal, you make a Move and build progress through your Rewards journey.

6. Are my weekly goals the same as everyone else’s?
 Not necessarily. Your Rewards experience can be personalised based on your wellness goal, your activity and where you are in your journey, so the actions you see may differ from another member’s.

7. How do I earn rewards?
 Rewards are unlocked at different moments as you progress. These can include Spin to Win, choice rewards at Milestones, partner rewards, offers and other reward opportunities.

8. What are Milestones?
 Milestones recognise meaningful progress in your Rewards journey. You can reach Milestones after 4, 16, 28, 40 and 52 successful Moves, with a choice reward available at each Milestone.

9. What happens if I miss my Weekly Goal?
 Missing a week doesn’t mean your whole journey is over. Rewards includes features designed to protect progress where possible and help you get moving again. Your app will show you what you need to do next.

10. Where can I see my progress and rewards?
 You can see your current Weekly Actions, progress, Milestones and available rewards in the Rewards section of the Virgin Active app.

A little more detail if you want ...

Rewards 3.0

About

Rewards is evolving to become more personal to you, your goals and where you are in your wellness journey.

You’ll still have something to work towards each week, but instead of following the same fixed visit pattern and receiving the same type of weekly reward, your experience can now adapt as you progress.

You’ll set a goal, complete relevant weekly actions, build progress towards Milestones and unlock different types of rewards and recognition along the way.

In this document we cover the following topics relating to the new rewards programme:

• What’s changing
• How does the updated Rewards programme work?
• How do I earn rewards?
• Streaks, Streak Freezes and Checkpoints
• Missed weeks and maintaining progress 
• Holidays, travel and time away
• Changes to your rewards experience
• What happens to my existing Milestones and rewards?
• What about tiers and tier points?
• Using Rewards in the Virgin Active app

What is changing with Rewards?

There are two big changes you’ll notice.

First, your weekly goal is becoming more personal.

Today, Rewards is largely built around a familiar pattern of completing 2, then 3, then 4 visits to achieve your weekly goal.

In the updated programme, that fixed visit pattern will no longer be the main way Rewards works.

You’ll still have weekly actions to complete, but these can be based on different activities and tailored to where you are in your journey and what you’re working towards. These could include things like club visits, group exercise classes and other recognised activities.

Second, the weekly reward is changing.

Today, achieving your weekly goal typically gives you a choice of reward each week.

In the updated programme, you should no longer expect the same choice reward every successful week.

You’ll still be able to earn real rewards including smoothie and meal offers from Kauai, partner rewards and other benefits but they will be available at different moments in your journey rather than being guaranteed every week.

Will I still get a guaranteed reward (e.g. Kauai reward) every week?

Not necessarily. We know smoothies have become closely associated with Rewards, and many members have come to expect a reward choice after successfully completing their weekly goal.

That experience is changing.

Smoothies and other offers from Kauai and our partners will still feature in Rewards, but they won’t be a guaranteed weekly reward. Instead, rewards will be available alongside Milestones and other reward moments as you progress.

Why are you taking away the weekly choice reward?

We’re changing how often rewards are earned rather than moving away from rewards altogether.

The current weekly reward has been effective at giving members an immediate reason to complete their goal, but we want Rewards to do more than create a weekly reward habit.

The updated programme is designed to help you make progress towards something that matters to you, recognise consistency over time and give you the right encouragement at different stages of your journey.

Rewards still matter, they’re just becoming one part of a broader experience.

Does that mean I’m getting fewer rewards?

The way you earn rewards is changing. Rather than receiving the same type of reward after every successful week, Rewards will include different reward moments throughout your journey.

These can include Spin to Win, a choice of rewards at Milestones, digital collectables, recognition and other benefits.

We understand that the weekly reward has become a familiar and motivating part of the experience, but the updated programme is designed to recognise your effort in a more meaningful way over time, so rewards are now built into a longer journey rather than being expected every single week.

Why is Virgin Active making this change?

Wellness isn’t one-size-fits-all, so we don’t believe Rewards should be either.

A member building their first exercise habit may need something different from someone who already trains four times a week. And someone coming back after a difficult few weeks may need a different kind of encouragement again.

The updated programme is designed to make your weekly experience more relevant to where you are and what you’re trying to achieve.

How the Updated Rewards Programme Works

What replaces the 2, 3 and 4 visit goals?

Instead of automatically progressing through the same 2, 3 and 4 visit pattern, you’ll have weekly actions that are more relevant to you.

Your actions are based on your personal goal and your history and activity with us, which means your weekly experience may look different to someone else’s.

Your actions may include different recognised activities, such as visits or classes, and can adjust over time. Your app will show you clearly what you need to complete each week.

Do I still have a weekly goal?

Yes. You’ll still have something clear to achieve each week.

Complete your weekly goal and you make a Move. Each Move adds to your progress through the programme. Your successful weeks build towards bigger moments such as Milestones and longer-term achievements.

What is a Move?

A Move is a successful week.

When you complete the weekly goal shown to you in the app, you make one Move.

Your Moves build up over time and show the progress you’re making through your rewards journey.

What is my personal goal?

Your personal goal is what you want to work towards through your wellness journey.

Setting a goal helps Rewards understand what matters to you and makes it possible for your weekly experience to become more relevant to what you’re trying to achieve.

Your goal gives the weekly actions more meaning than simply completing a set number of visits.

Will everyone get the same weekly actions?

No. One of the biggest changes is that Rewards can become more personal.

Your weekly actions can vary depending on your goal, your progress, your recent activity and where you are in your journey.

That means two members may not always be asked to do exactly the same thing.

Can my weekly goal change?

Yes. Your weekly actions and goals may adjust as you progress.

The aim is to give you a next step that is achievable and relevant, rather than assuming the same target is right for every member all the time.

Earning and Receiving Rewards

Do I get a reward every week?

Not every successful week will result in a reward.

Every successful week still counts towards your progress, but rewards are earned at different moments through the programme.

This is an important change from the current Rewards experience.

When can I earn Spin to Win?

If you are new to Virgin Active and our rewards programme , you can earn Spin to Win as you build your first few successful weeks.

If you successfully complete your weekly goal in each of your first three weeks, you earn a Spin to Win. 

Your fourth successful week is your first Milestone and unlocks a choice reward instead of a Spin.

After that, as you continue through the main rewards journey, Spin to Win is typically earned after every fourth successful weekly goal, unless that successful week reaches a bigger reward moment such as a Milestone.

I got a Spin every week when I first joined. Why don’t I get one every week anymore?

When you first join the updated Rewards programme, your first few weeks are designed to help you get started and build momentum.

If you successfully complete your weekly goal in each of your first three weeks, you earn a Spin to Win. Your fourth successful week is a bigger reward moment, where you reach your first Milestone and unlock a choice reward instead of a Spin.

After that, your reward rhythm changes. Every successful week still counts towards your progress, but you won’t receive a reward every week. Spin to Win is typically earned on every fourth successful Move, unless that Move is a Milestone or another bigger reward moment.

So if you’re completing your weekly goals but aren’t seeing a Spin every week, nothing is wrong you’ve simply progressed into the next part of your Rewards journey.

Why did the way I earn rewards change as I progressed?

Rewards is designed to support you differently at different points in your journey.

When you’re getting started or rebuilding momentum, more immediate rewards can give you an extra reason to keep moving. As your progress builds, Rewards puts more emphasis on consistency, Milestones and bigger progress moments.

That means your reward experience won’t necessarily look exactly the same from one part of your journey to another.

What happens when I reach a Milestone?

Milestones are bigger progress moments in your journey.

You can reach them after 4, 16, 28, 40 and 52 successful weekly Moves.

When you reach a Milestone, you’ll unlock a choice reward, where you can choose from a selection of available rewards.

Are partner rewards still part of Rewards?

Yes. Our partners remain an important part of the programme.

Partner rewards can form part of the overall rewards experience, including Milestones, choice rewards, Spin to Win and other opportunities.

Are competitions still part of Rewards?

Yes. Competitions are still very much part of Rewards, with an exciting variety of opportunities for members to take part in and win. Keep an eye out for new competitions launching throughout the year, with a mix of great prizes and experiences up for grabs.

Why did I get a choice reward instead of a Spin?

Some bigger reward moments take priority over Spin to Win.

For example, when a successful Move takes you to a Milestone, your Milestone choice reward replaces the Spin that might otherwise have applied.

That means you won’t normally receive both rewards for the same successful Move.

My friend completed a goal and got a Spin, but I didn’t. Is something wrong?

You may be at different points in your Rewards journeys.

Spin to Win is triggered at particular points in your own progress, so two members completing their weekly goals in the same week won’t necessarily receive exactly the same reward experience.

Does completing more exercise mean I’ll automatically get better rewards?

Not necessarily. Rewards isn’t designed simply to give the biggest rewards to the person doing the most exercise.

The programme takes into account where you are in your journey and is designed to use rewards and support where they can help motivate you most.

Streaks, Streak Freezes and Checkpoints

What is a streak?

Your streak shows the successful weekly Moves you’re building through Rewards.

Each time you successfully complete your weekly goal, you add to your progress and build consistency over time.

What is a Streak Freeze?

A Streak Freeze gives you protection for a week when you don’t manage to complete your weekly goal.

If you have a Streak Freeze available and you miss the week, it applies automatically. You don’t have to activate it yourself.

The protected week is treated as completed for your programme progress, so one difficult week doesn’t have to interrupt the progress you’ve been building.

Do I have to choose when to use a Streak Freeze?

No. If you miss your weekly goal and have a Streak Freeze available, it is automatically applied.

You can’t choose to save it and leave that week unprotected instead.

How do I earn a Streak Freeze?

You earn Streak Freezes as you reach key points in your Rewards journey.

Your first is earned at your first Milestone, with further Streak Freezes earned as you reach later Milestones in your journey.

Can I have more than one Streak Freeze?

Yes.

If you earn another Streak Freeze before using the one you already have, they can accumulate.

This means you can hold more than one unused Streak Freeze during your current Rewards journey.

Can Streak Freezes protect two weeks in a row?

Yes, if you have enough Streak Freezes available.

Because Streak Freezes can accumulate and an available Freeze automatically applies when you miss a weekly goal, two available Streak Freezes can protect two consecutive missed weeks.

Each missed week would use one available Streak Freeze.

Do I still get my reward if a Streak Freeze is used?

If the protected week was due to trigger a reward, the Streak Freeze also protects that reward outcome.

In other words, the protected week receives the reward that would have applied had you completed that week normally.

Does using a Streak Freeze affect my progress?

A protected week is treated as completed for progress purposes.

It also doesn’t count as an unprotected missed week.

Do my unused Streak Freezes last forever?

No.

Streak Freezes belong to your current 52-Move journey. If you complete that journey with unused Streak Freezes, they don’t carry into your next annual Rewards journey.

What is a Checkpoint?

A Checkpoint is a saved point in your Rewards journey.

As you build successful Moves, you’ll reach Checkpoints along the way. Think of them as markers that help protect meaningful progress you’ve already made.

If your active progress is affected after a missed week that isn’t protected by a Streak Freeze, you return to your most recent Checkpoint rather than all the way back to the beginning.

Is a Checkpoint the same thing as a Milestone?

They’re connected, but they do different jobs.

A Milestone is a bigger achievement and reward moment in your journey.

A Checkpoint protects your position. It gives you a saved point to return to if your active progress is later affected.

Can I lose a Milestone I’ve already achieved?

No.

If your active progress changes after missed weeks, the Milestones and recognition you’ve already achieved remain part of your Rewards history.

What may change is your current progress towards the next Milestone.

Missed Weeks and Maintaining Progress

What happens if I miss my weekly goal?

Missing a week doesn’t mean your entire Rewards journey has failed.

We know that wellness isn’t perfectly consistent. Work gets busy, people travel, families need attention, people get sick and motivation changes.

Rewards is designed to help you keep going or get moving again rather than simply treating every missed week as failure.

What happens if I miss my weekly goal and I have a Streak Freeze?

Your Streak Freeze applies automatically.

That week is protected for progress purposes, and you continue your journey without the normal consequences of an unprotected missed week.

What happens if I miss my weekly goal and I don’t have a Streak Freeze?

If you don’t have a Streak Freeze available, your active progress returns to your most recent Checkpoint.

But that doesn’t mean your entire Rewards history is erased.

The next week gives you an opportunity to get moving again. Complete the weekly actions shown to you and you’ll earn a Spin to Win and continue building from your Checkpoint.

So one missed week can move me back to my Checkpoint?

Yes, if that missed week isn’t protected by a Streak Freeze.

That’s why Streak Freezes become valuable as you progress,  they give you protection for the weeks when life gets in the way.

Without one available, your current progress since your last Checkpoint can be affected, although the Milestones and achievements you’ve already secured remain yours.

What happens in the week after I miss?

If your missed week wasn’t protected, the next week is an opportunity to come back and rebuild.

You’ll still see weekly actions in the app. Complete them successfully and you’ll earn a Spin to Win and continue progressing from your saved Checkpoint.

Will my actions automatically become easier after I miss a week?

Not necessarily. The actions already assigned for your next week aren’t automatically reduced simply because you missed the previous week.

Over time, however, your Rewards experience can adapt based on your activity and where you are in your journey.

What happens if I miss the next week too?

If you miss again while you don’t have protection available, Rewards shifts its focus towards helping you rebuild momentum.

You’ll move into a supported period with clear weekly actions and more immediate reward opportunities to encourage you back into a regular rhythm.

Successfully complete those weekly goals and you can build your way back into the main journey.

Will I earn rewards while I’m rebuilding momentum?

Yes.

During this period, successful weeks give you more immediate reinforcement: successful weeks can earn Spin to Win, with a choice reward after successfully rebuilding across four weeks.

The point is to give you another reason to return and rebuild consistency rather than simply penalising you for having fallen out of routine.

Will I lose all my progress if I miss a week?

No.

Your progress includes points along the journey that protect what you’ve already achieved.

Depending on where you are when you miss a week, your current progress may adjust, but you won’t simply be sent all the way back to the beginning.

What happens if I miss more than one week?

Your Rewards experience can adjust to help you rebuild momentum.

That may mean your weekly goal, actions, support and reward opportunities change for a period of time.

The aim is to give you an achievable next step and help you start progressing again.

Will Rewards become easier if I’m struggling to get back into a routine?

Your weekly experience can adjust based on where you are in your journey.

That doesn’t necessarily mean every goal will simply become easier, but the programme is designed to give you actions and support that are more appropriate to where you are rather than expecting exactly the same behaviour from everyone.

Do I lose Milestones I’ve already achieved if I miss weeks later?

No.

Milestones and recognition you’ve already achieved remain part of your journey.

The programme is designed to help you rebuild from where you are, not erase everything you’ve done before.

Travel, Holidays and Time Away

What happens if I go away on holiday?

Being away doesn’t automatically pause your Rewards journey.

If your Virgin Active membership remains active, your normal weekly Rewards experience continues. If you can’t complete your weekly goal while you’re away, the normal missed-week rules and any Streak Freeze protection you have available will apply.

This is one reason Streak Freezes exist, life doesn’t always fit neatly into a weekly exercise schedule.

Can I tell Rewards in advance that I’m going away so my journey pauses?

A holiday on its own is different from formally freezing or pausing your Virgin Active membership.

A Streak Freeze is part of Rewards and automatically protects an eligible missed week when you have one available. A membership freeze is a separate membership process.

What happens to Rewards if I formally freeze my Virgin Active membership?

A formal membership freeze is different from a Streak Freeze.

Where your membership is validly frozen, your Rewards weekly goal and journey may also be suspended in line with your membership terms.

When your membership becomes active again, your Rewards journey continues from your previous recognised position and a new weekly goal begins in the next full week.

Will a holiday use up my Streak Freezes?

If your membership remains active, you miss your weekly goal and you have a Streak Freeze available, the Freeze will apply automatically.

So if you know you’ll be away, it’s worth being aware of how many Streak Freezes you currently have.

Changes to Your Rewards Experience

My weekly actions suddenly changed. Why?

That can happen. Your weekly actions are designed to be relevant to your personal goal, recent activity and where you are in your Rewards journey.

As those things change, what you’re asked to do can change too.

I used to need a certain number of visits. Why am I being asked to do something different now?

The updated programme is no longer based mainly on everyone following the same fixed 2, 3 and 4 visit pattern.

Your weekly actions can include different recognised activities and are designed to give you an appropriate next step based on your own journey.

Always check the app at the start of the week so you know what counts towards your current weekly goal.

I completed my goal last week and got a Spin. I completed it this week and didn’t. Why?

A successful week always counts towards your progress, but a reward isn’t triggered every week.

Different points in your journey trigger different reward moments.

Your app will show your progress towards your next reward, Spin or Milestone, so you can see what you’re working towards.

Why is my friend getting different weekly actions or rewards to me?

Your Rewards journeys don’t have to be identical.

Weekly actions and some reward experiences can differ based on things such as your personal goal, your recent activity, where you are in your journey and the support that may be most relevant to you.

The best place to understand your next step is the Rewards area of your Virgin Active app.

Can I see how far I am from my next reward?

Yes.

The Rewards area of the app is designed to show your current weekly actions, your progress through your journey and upcoming reward moments so you can understand what you’re working towards.

Can I see which weeks I completed or missed?

Yes.

Your Rewards history will show how your weekly progress has been recorded over time, including successful weeks and weeks where your activity wasn’t achieved or is still being validated.

Existing Progress and Programme Transition

Do I start from the beginning when the updated programme launches?

No.

If you’re already participating in Rewards, your existing progress will be recognised and mapped into the updated journey.

You’ll continue from an appropriate point rather than simply being treated as a brand-new member.

What happens to rewards I’ve already earned?

Rewards you’ve already earned are protected.

Any unselected benefit pools and unredeemed vouchers you have at the point of transition will carry over and remain available in the updated programme.

What if I’m already close to a major Rewards milestone?

Your existing progress will be taken into account when you move into the updated programme.

You’ll be placed at the appropriate point towards your next Milestone rather than having to rebuild all your progress from the start.

Examples: how your current progress carries across

I’m currently on a 50-week streak. Will I still be able to reach 52 weeks in the updated programme?

Yes. Your existing progress counts. If you move into the updated programme with 50 successful weeks, you’ll be mapped to the equivalent point in the new journey,  you won’t start again. Complete your next two successful weekly goals and you’ll reach 52 Moves, unlock your first Mastery level and reach the 52-week Milestone reward moment.

I’m currently on a 75-week streak. What happens to those weeks?

Your progress is split across completed 52-week journeys and the progress you’ve made into your current journey. At 75 successful weeks, your first 52 weeks are recognised as Mastery Level 1, and the remaining 23 weeks place you 23 Moves into your next journey. You continue from there not from zero.

I’m currently on a 105-week streak. Where will I start?

At 105 successful weeks, you’ve already completed two full 52-week journeys. That means Mastery Level 2 is recognised, with your remaining one successful week placing you one Move into your next journey. Your previous progress and Mastery remain recognised while you continue building from that point.

Tiers and Tier Points

Are there still Rewards tiers?

No.

The updated programme will no longer have Rewards tiers or tier status.

Your experience will instead be based on your goals, weekly actions and progress through the rewards journey.

What happens to my existing tier points?

Tier points won’t transfer into the updated programme because tier points will no longer be used.

Your tier points in the current programme are used to determine your tier status. They are not a currency, cannot be spent and don’t have a cash or redemption value.

What happens to my current tier status?

Tier status will no longer exist in the updated programme, so your existing tier won’t transfer or be converted into another status.

What happens to benefits or partners linked to my tier?

There will no longer be tier-specific partner benefits.

Instead, partners will form part of the overall Rewards offering, including reward opportunities such as Milestones and choice rewards.

Using Rewards in the Virgin Active App

Where can I see what I need to do?

Your Virgin Active app will show your current weekly actions and what you need to complete to achieve your weekly goal.

You’ll also be able to see your progress, upcoming reward moments and available rewards.

Where can I see my progress?

The Rewards area of the Virgin Active app will show where you are in your journey, including your successful Moves and progress towards your next Milestone.

Where do I claim my rewards?

Available rewards and actions such as Spin to Win or selecting a choice reward will appear in the Rewards area of the Virgin Active app.

Do my rewards expire?

Some rewards do. The app will show you how long you have to select, claim or redeem a reward. Make sure you use it before the expiry date shown.

Activities and tracking

Do club visits still count?

Yes.

Club visits can still form part of your weekly actions.

The difference is that visits are no longer necessarily the only thing Rewards recognises or part of the same fixed 2, 3 and 4 visit progression.

Can classes count towards my goal?

Yes, where class attendance forms part of the weekly actions shown to you.

Booking a class alone does not count you need to attend for the activity to be recognised.

If I visit twice in one day, does that count twice?

Generally, no.

Multiple visits on the same day count as one qualifying activity for that day unless the programme tells you otherwise.

Can I do extra this week to get ahead next week?

No.

Your weekly goal applies to that particular week. Extra activity can’t be banked or carried forward to complete a future weekly goal.

What if one of my activities isn’t showing in the app?

There can sometimes be a delay while activity is validated.

If an activity forms part of your weekly actions, make sure it has been correctly recorded, for example, scanning into the club when a visit is required or actually attending a booked class.

If the activity still hasn’t appeared after the normal validation period, contact Member Support.

Can I earn two rewards from the same successful week?

Normally, no.

If more than one reward moment could fall on the same successful Move, the higher-priority reward applies. For example, a Milestone choice reward can take the place of a Spin.

Will I always know what I need to do next?

That’s the intention.

Your Rewards experience should show your current weekly actions, your progress and the next important reward or progress moment in the app.

Rewards is designed so that even if your journey changes, you have a clear next step.

Why Rewards is changing

Are you moving away from rewards?

No.

We’re broadening the role rewards play.

A reward can be a powerful reason to get moving, especially when you’re starting or trying to rebuild a habit. But we also want Rewards to help you see your consistency, celebrate Milestones, recover when life gets in the way and recognise how far you’ve come.

There is still real value to earn, the difference is that the reward is now part of the journey rather than the whole journey.

What is the main idea behind the updated programme?

We’re moving from a largely fixed visit-and-reward model towards a more personalised wellness journey.

Your goals give the journey direction. Your weekly actions give you something achievable to work towards. Your Moves show your progress. Milestones recognise consistency. And rewards help motivate you at meaningful moments along the way.

We’re not changing Rewards because rewards matter less. We’re changing it because your progress should matter more.