Virtual Membership Questions
“They’re pretty awesome!”
~ Direct quote from our favorite member.
More than just a fitness facility, WellWorks is Ohio University’s wellness center, primarily serving employees and community members. Until now, that is! All are welcome to join our virtual programming.
Our team believes in the importance of creating a supportive community that empowers the pursuit of personal adventure. When we invest in our wellness, life’s adventures come alive in new ways. Life’s adventures may include: spending quality time with family, crushing it at work, traveling the world, finding joy in the little things, or connecting with your community. We are so excited to be a part of your life’s adventure.
Getting Started
Current Members or Recently Former Members
Welcome to our new member portal! If you had an active membership during the calendar year of 2019 or 2020, we imported your membership information into our new system. There are a few different ways to sign up and log in from your home computer or personal electronic device, depending on your membership classification:
- Current Ohio University employees: Navigate to our portal, “Log-In” using your university SSO credentialing. Having trouble remembering your credentials? Contact OIT helpdesk.
- Non Ohio University employees: Anyone who is not a current University employee is classified as a “Community” Membership. The first time you access the member portal, you will select the “Sign Up” button, located in the upper right corner of the portal. From there, you will need to fill in your contact information. Important: In the Member Information field, please enter your WellWorks check in number (this is the number you used to check in to our Grover Center facility, usually 6-7 digits long).
- If your check in number began with zero, you must omit those “0”s in the Member Information field. During the file transfer, the beginning zeros did not transfer into the new system.
- After you register, you will receive an activation email to the email on file for your account. Click the “Activation Link” in that email so you can log in for the first time. All subsequent log-ins to your account can occur simply by clicking the “Log In” button in the upper right corner of the member portal. Select “Community” and use your username and password you created when registering for your account.
Non Members (or Members from 2018 or prior)
Welcome! We’re so glad you found us (or found us again).
- Current Ohio University employees: Navigate to our portal, “Log-In” using your university SSO credentialing. Having trouble remembering your credentials? Contact OIT helpdesk.
- Non Ohio University employees: Creating an account does not obligate you to any purchases, but you do need an account to see all of our offerings. If you are not a current University employee, you will be classified as a “Community” account.
- To create an account, you will select the “Sign Up” button, located in the upper right corner of the portal. From there, you will need to fill in your contact information. Please leave the Member Information field blank,
- After you register, you will receive an activation email to the email on file for your account. Click the “Activation Link” in that email so you can log in for the first time. All subsequent log-ins to your account can occur simply by clicking the “Log In” button in the upper right corner of the member portal. Select “Community” and use your username and password you created when registering for your account. Once your account is created, take a look around at all that is available on our portal! Feel free to take a look around at what is available on our portal. If you would like to interact with the content, you will need to purchase a virtual membership. Virtual memberships are sold varying intervals: 1 month, 4 months, and 6 months.
Member Portal
Why the new member portal?
In 2019, WellWorks began a search for a member management system that would improve the user experience. After looking at over a dozen systems/softwares, WellWorks decided to move forward with Fusion. WellWorks has worked with OIT to ensure our new system continues to meet University, ADA and HIPAA standards and guidelines. The new system also allowed us to create and distribute meaningful programs, virtually, to support members in ways that we weren’t previously able to do. This has expanded our ability to meet members where they are, literally and figuratively. As more of our services become available the user experience will improve with online scheduling of private appointments
Why did WellWorks decide to offer virtual memberships?
WellWorks has been discussing how to expand to virtual offerings for the last two years. The sudden onset and spread of the coronavirus shifted our priorities and we feel lucky virtual programming was already part of our strategic plan. The WellWorks team believes having a virtual component for our members allows for empowerment to continue wellness everyday, everywhere. Our virtual programming will grow and evolve as our members connect with the programs available to them.
What platform will be used for the live classes?
Zoom is the product that best replicated the experience we want to have with our members so was selected as the live class platform. Zoom is also a University approved software, HIPAA compliant, and can connect all of our members (even without University affiliation).
Why do some memberships and programs have price ranges?
People love discounts and not having to commit to something. Based on memberships and eligibility, discounts are set for specific programs. Account holders can also pick and choose programs or documents, without the commitment of a membership agreement.
Why does the member portal require gender identification when creating an account?
This was a required field from the software provider, to set lockers based on our current gendered locker rooms. We also had a conversation with our software about shifting the word “gender” to “sex” and expanding options listed in the drop-down list. We will continue to challenge our software provider to use inclusive language that reflects our membership.
Where can I find…
- ...Memberships? Sign me up! Once you have activated your account and logged-in, you will select the icon titled “Memberships”. Our facility is not currently open, therefore, the only membership option available is our Virtual Membership.
- ...Information about what is included in a virtual membership? Programming to support your wellness, including focus areas of movement, fuel, recovery and stress reduction. We have live (on Zoom) and on-demand videos, downloadable documents, and more. Please see our website for the full listing of programming and services.
- ...the current live class schedule? There are a couple of ways to view classes offered in real time (on Zoom):
- Click on the “Classes and Resources” icon on the member portal’s main page. Then, toggle to the type of class you are looking for (left column navigation).
- At the bottom, of the main portal page, is a calendar widget. The cog icon will let you move through the varying views of the calendar. Select “Virtual Live on Zoom” to limit your viewing to only the Live Classes. If you click on a class, it will take you to the page where you can register and join the class.
- Choose the calendar icon, on the main page. This calendar shows you all the on-demand classes, but if you scroll down, you will see the full, weekly schedule of live classes. Unfortunately, this page does not link to the specific program.
- ...a specific program or class offering? The quickest ways to find a program you are looking for, is to click on the appropriate tile/link on the Member Portal homepage or use the “search bar” at the top of each page.
- ...how to sign up and join my favorite class?
- There are two types of classes, live on Zoom and on-demand. Registering and joining the classes are similar.
- Classes that are live on Zoom are offered on a scheduled basis, meaning you will register and join, only the days you plan to attend each class. You will select register for the class and it will be added to your shopping cart. You must “check out” (Free of charge, of course) to fully register for the offering. Once your register for the class, you will be able to “join” the class a few different ways:
- From the link in your email confirmation,
- From your profile, under programs
- From the class registration page
- You will need to register for class, prior to class start time. Class registration closes 1 minute prior to class start time. You will also need Zoom on your device.
- Classes that are live on Zoom are offered on a scheduled basis, meaning you will register and join, only the days you plan to attend each class. You will select register for the class and it will be added to your shopping cart. You must “check out” (Free of charge, of course) to fully register for the offering. Once your register for the class, you will be able to “join” the class a few different ways:
- Our on-demand classes are available at your convenience. These prerecorded videos will only require a single registration for each specific class. Once you have registered, you will have access to that class any time you like, for the duration of the semester or as long as we choose to keep the class active. Completing registration and logging in is the same as the live classes (noted above). If you start a video and need to step away and leave the video, then the next time you join, it will pick up where you left it. Our current on-demand classes run through August 22.
- There are two types of classes, live on Zoom and on-demand. Registering and joining the classes are similar.
Current 'Facility Member' Questions
I forgot my check-in number.
That’s okay, it has been a while since you have been able to check in. This number is usually 6-7 digits. People often use their phone number, an important date, or employee ID number. Still can’t remember? Please email WellWorks. We can verify your account and remind you of your check-in number.
I forgot my Member Portal password.
No problem, please email WellWorks. We can verify your account and generate an email for you to reset your password.
Can't I have automatic access to Virtual Programming since I already have a WellWorks membership?
As of October 1, 2020, all Facility Memberships that were active as of 3/15/20 will be unfrozen, giving our members full access to all our virtual content! The WellWorks team has been working diligently over the last few months to create and compile digital content to empower your wellness goals. We hope you take a look around at our virtual offerings and are enticed to invest in yourself with our virtual content. An opt-out option is available. More information on our Virtual Membership webpage.
Personal Training: I had training sessions in my old account and I don’t see them in my new account. Did I lose them?
Don’t fret – you will not lose any unused sessions you had on your old account. You have two choices:
1. if you want to transfer your training sessions to VIRTUAL TRAINING SESSIONS, you will need to contact us via wellworks@ohio.edu and request that your unused sessions be transferred to virtual. Sessions will be verified and any unused sessions will be put on your new account. They will be good for ONE YEAR at time of transfer. They CANNOT be re-transferred to regular sessions if not used within that year.
2. if you want to wait until we reopen our physical facility, any sessions not transferred to virtual will be put on accounts as regular sessions and be good for one year.
Massage: I had massage sessions in my old account and I don’t see them in my new account. Did I lose them?
Not to worry – you will not lose any massage services you had on your old account. When we reopen our physical facility and reinstate our massage services, any unused sessions will be put on accounts and be good for one year.
I had an active membership before WellWorks closed and now it’s expired/soon expiring. How do I get my time added back in?
When we reopen our physical facility, we will add on the number of weeks we have been closed back onto our members’ accounts. In the meantime, check out our virtual membership.
Lockers: I had a locker contract and don’t now. Do I lose my locker and the time already purchased?
When we reopen our physical facility, all locker contracts will be reinstated to match the time extended on your membership. We cannot add locker contracts until memberships have been extended so both expiration dates are the same.
Note: If you need your things from your locker, please email WellWorks.
Towel Service: I had a towel service and don’t now. Do I lose my towel service and the time already purchased?
When we reopen our physical facility, all towel services will be reinstated to match the time extended on your membership. We cannot add towel services until memberships have been extended so both expiration dates are the same.
Gift Certificates: I had a gift certificate – will I be able to use this in the current system?
If you have an actual “gift certificate” (sold only in December and are number-specific paper documents), you will need to email us at wellworks@ohio.edu and give us all the information on the gift certificate. Once we verify the document and it’s worth, we can either put a credit on your account for that amount which can be used for a purchase at the front desk (sorry, it does not work for online purchases), or we can offer you a discount code if you wish to make an online purchase. For the discount code, you would have to spend at least that amount as the code will only be valid for one purchase.
I was on a one-year direct debit and noticed my expiration date ends 3/31/2020 and don’t think that it is correct.
WellWorks emails were sent out to all members that were on one-year direct debits. If you did not receive that email, please check the email address listed in your account. Please provide us with a current email address.
WellWorks made the decision to stop all future direct debits for our members on one-year contracts in March when our facility closed due to the Coronavirus. Therefore, we put end dates of 3/30/2020 for all of those accounts, as your last payment was on 3/10/2020. Once we reopen our physical facility, your account will be extended for the two weeks that was paid with the 3/10/20 direct debit.
I have an evergreen direct debit and notice my expiration date ends 2050, is this correct?
Yep, but good news is – we aren’t billing you and haven’t since March. When WellWorks closed in March due to the Coronavirus, we made the decision to stop all direct debits until we are able to reopen our facility. The language in our Evergreen contract states that you are not eligible to cancel for at least a year, or your obligation has been met to cancel the contract. We are unable to set a never ending contract, so we set that expiration date so that it would not have to be updated on a regular basis. It will be good until you cancel the contract under the terms set on the form. You will also be informed, prior to our facility reopening, of when WellWorks will reinstate your direct debit.
Certain information is not correct on my account. How do I change it?
Please email wellworks@ohio.edu to set up a phone call to discss the information that is incorrect. We ask that you do not provide private information in an email to use, to protect your private information. We would prefer to s=discuss your concerns with you directly over the phone. Since our office is not currently staffed, you can scheduled that phone call by emailing us.
Can I change my check-in number?
Yes, email us at WellWorks and tell us what your current check-in number is and what you would like to change it to. (If that number would already be taken, we will notify you to pick another.) Check-in numbers should NOT include any part of your SSN. Check-in numbers should be 6-7 digits long. Most people select a significant date or phone number. Check-in numbers such as 111111 or 222222 should not be used. Anyone with those numbers should request a change.
I think I have a duplicate account, what should I do?
Notify us at WellWorks and we will check to see if you indeed have more than one account in our system. If you do, we will merge the accounts and email you a confirmation after the correction has been made.
What happened to my photo in the system?
We will be importing most pictures in the near future. If your picture could not be imported, we will take your photo when we reopen our physical facility.
Why is my Facility Membership not active?
Unfortunately, our facility isn’t open yet and a Virtual Membership is not the same as a Facility Membership. Therefore, all facility memberships are “Frozen” until the time WellWorks will be able to reopen. Once the facility reopens, you will have the opportunity to reactivate your membership.
Great news, though! The WellWorks team has been working diligently over the last few months to create and compile digital content to empower your wellness goals. We hope you take a look around at our virtual offerings and are enticed to invest in yourself with our virtual membership.
I am no longer an employee with the University. What happened to my membership?
You are still a member and we are so glad. WellWorks is open to community members. However, our facility isn’t open yet and Virtual Memberships are not the same as a facility membership. Therefore, all Facility Memberships are “frozen” until the time WellWorks will be able to reopen. Once the facility reopens, you will have the opportunity to reactivate your membership.
General Guidance
I need programming at times that are convenient to me. What options do I have?
There are a variety of on-demand videos from strength based classes to wellness coaching. Check out our support documents tab, as well, for recipes and wellness worksheets. Take a look around and register for one or all. These programs will be available through August 22, when a new set of on-demand programming will be added.
I need guidance for my overall wellness routine. Where should I start?
We are so glad you are here and looking for a plan. A great place to start might be our Wellness Coaching on-demand video and supporting document. Jenn will take you through a basic wellness coaching session to think through what you are wanting. After that, peek around and try some of our classes or instructional videos. And psst…the active senior classes are for ALL ages. They are a fantastic starting point if you have never been active or have been sedentary for a while.
I need more guidance and don’t mind an additional investment. What can I do? Health & Wellness coaching with one of our professional staff might be a great choice, or for movement guidance, request a personal (virtual training sessions coming soon).