Guided by new proposals and measures of the Government of the Republic of Serbia, as well as the overall situation in the country when more and more people are infected with coronavirus, we decided to freeze FitPass membership fees from Saturday, December 5, 2020, until the conditions get improved. Find out more at this link

Frequently asked questions

Below you can find answers to the frequently asked questions about your FitPass membership

CONTENT
1
What is FitPass and how to use it?
2
Informations about sports facilities and disciplines
3
Private Users
4
Business Users
5
FitPass Student

1. What is FitPass and how to use it?

1. How to check-in with QR code?

Just download free FitPass app via Google Play or Apple store. Log in on the app with your user credentials and turn on QR code scanner.

Now at the entrance (or timetable desk where you usually show card) of each sport object in FitPass system you can find QR code stand.

After his scanning through FitPass application, yours training term will be checked and after that it's necessary to show your phone with successful confirmation to the personnel.

2. What are the benefits of FitPass for individual users?

Instead of paying a several membership fees in different sports centres, FitPass provides a single membership to access a large number of sports facilities in 30 cities in Serbia and train over 70 sports disciplines. Adapt your activities to your needs, and be active wherever you are!

3. What are the benefits of FitPass for companies?

FitPass card is a great way to invest in employees, opportunity to strengthen their loyalty to your company and increase productivity. Thanks to our approach to constant development of employees, with our individual deals and upgrading the system, FitPass is a pioneer of this type of rewarding the employees in Serbia.

FitPass system will increase the physical condition, as well as the productivity of employees in all companies that are involved in the program. Benefits:
a) Healthier approach to life increases the productivity and indirectly affect the magnification of the business income.
b) Better health status of employees will cause less absenteeism.
c) The optimal solution - Offers are made according to the needs and capabilities of the company.
d) Increases the attractiveness of the company for potential employees.
e) The positive image of the company - Be a company that positively affect the fulfillment of the professional and personal needs of employees, in many ways. If you want to know more about FitPass benefits, all information you can find on the following link.

4. How to use the FitPass term?

In order to train in the desired object in the FitPass system, you need to scan the QR code at the entrance through the FitPass application (show the mobile phone to the staff that you have successfully checked) or show your card with a valid photo ID. The staff of the sports facility will be informed at the same time of the success of your arrival check.

5. How often may I use FitPass membership?

It is possible to use only one term (one training) per day. Depending on the package you choose, you can use your terms whenever you want.

6. In which cities may I use FitPass membership?

There are more than 30 cities in FitPass system (Beograd, Novi Sad, Aranđelovac, Vranje, Čačak, Inđija, Kikinda, Kragujevac, Kraljevo, Loznica, Senta, Niš, Pančevo, Šabac, Smederevo, Subotica, Vršac, Zrenjanin, Zaječar, Sombor, Užice, Jagodina, Kruševac, Prokuplje, Sremska Mitrovica). FitPass card can be used in every city and sports facility that is in FitPass system. The list is constantly updated.

7. May another person use my FitPass membership?

Using someone else’s card is not allowed. Each card is personalized and can be used only by the owner.

8. May my childer use my FitPass membership?

A child under 14 years old can use their parent’s FitPass card, but only with the presence of parent. Presence of parent is necessary for the identification while scaning the FitPass membership.

It is not possible to use FitPass in the same time (parent and the child). It is possible to use only one term per day, either the FitPass is using the parent or the child.

9. Which discounts do I have with FitPass membership?

On page PROMOTIONS you can find all discounts you get with FitPass membership. There are discounts on premium services such as massage, spa & wellness programs, as well as numerous discounts on additional services such as medical and nutritional review, purchase of sports equipment or supplements, discounts at restaurants with healthy food and many others.

10. How to use the discounts which I have with FitPass membership?

Show your FitPass application (your personalized number) while paying the bill, and you will get the discount on desired product / service (from the page PROMOTIONS).

2. Informations about sports facilities and disciplines

11. Which sports facilities may I use with FitPass card?

You can use any sports facility from the list of FitPass partners, regarding the membership fee you have.

12. How can I find a desirable sports facility or discipline in my area?

Check our page with the list of FitPass partners, and use filters like ‘choose city’ or ‘choose sports discipline’ and you will easily find the nearest sports facility.

13. How can I find more information of specific sports facilities and their offer?

Every sports facility which is partner of FitPass, has it’s page (profile) on the page OBJECTS. Find their page and read more informations about their offer and services.

* Always read all the information about sports facility before you visit it.

14. How do I check training term sports facility?

At the entrance to the sports facility, use the FitPass application to scan the QR code. When you scan a QR code through an application, you need to show a confirmation of successful check to the facility staff. The facility staff will immediately receive a confirmation of your check through the system.

15. May I visit several sports facilities per one month?

Yes! Train where you want, what you want and when you want – that is what FitPass is all about.

16. May I leave my FitPass card in any sports facility?

It is forbidden to leave FitPass card in sports facility longer than duration of training.

17. Which sport disciplines and activities may I use in FitPass system?

In FitPass system there are more than 70 sports disciplines which you can train! Choose your favorite discipline on the page OBJECTS, pick the nearest facility and enjoy your training now.

18. May I use all activities without extra charge?

The most activities from FitPass system are without extra charge, but some of them (premium activities such as massage, personal training) need participation. On page OBJECTS you can find desired sports facility and read the necessary information.

19. Do I need to make a reservation before I go to sports facility?

The most sports facilities in FitPass system don’t require booking or reservation. However, certain activities (such as swimming, soccer, some of group programs…) have specific terms of use or number of prospective members, so it is necessary to make an appointment. Read the necessary information about the sports facility and it’s service before you visit it!

3. Private Users

20. How can I get FitPass membership?

Visit our homepage FITPASS, fill out the application and register on FitPass website. When you select the package you want and order your membership, you will receive an email with instructions and payment instructions. You can make payments at any post office, bank, e-banking, online payment or in person at our points of sale.

21. Which packages of FitPass membership fee may I choose?

In FitPass offer there are monthly (with 12, 16 and 30/31 terms) and multi-monthly membership fees (3, 6 and 12 months - each of them has 16 terms per one month). On multi-monthly membership fees there is added discount, and for membership fees of 6 and 12 monthly we offer a surprise gift. If you want to know more about FitPass packages visit our home page.

22. How is FitPass membership activated?

If you chose the pick up option your membership will be activated on the day you pick up your FitPass card. If you chose to receive your FitPass card by mail, your membership will be activated 10 days after we register the payment, if within those 10 days you don`t use your card for training. If you use your card in any of the sport facilities within those 10 days the membership will be activated on the day of your first workout. 

23. May I pause or stop active FitPass membership?

You can’t pause or stop your active membership. Pay attention when you are activating your FitPass membership.

24. How to check the number of remaining term and expiration date of membership?

After you create a profile on FitPass website, you will be able to check the number of remaining terms, expiration date of active membership, the last entrances, recommendation discounts etc.

25. Are the unused term transferred to the following month/fee?

Unused terms are not transferred to the next month/membership fee. Number of last unused terms you can check on your dashboard.

26. How to re-charge my membership fee?

You will get an email with the notice of expiration and the instructions for the next payment, seven days before the expiration of the current package. If you want to change your package membership, select the new package on your Profile and you will receive an email with instructions and information for the new payment.

27. I have lost the FitPass card. What should I do?

If you lose FitPass card contact our Call Centre on +381691022060 or via e-mail kontakt@fitpass.rs. New card is extra charged.

28. How to workout for free?

Did you know that with FitPass you have an opportunity to train for free? Get yourself a free membership fee and a special discount for your friends via our affiliate program.

Log in on your FitPass account and recommend a friend, or get the link which you can send to anyone who wants to become a part of FitPass team!

For each new FitPass user you have recommended, you’ll get a 20% discount on the next membership fee and a recommended user will get a 30% discount on his/her first FitPass card. Discounts are added and for only 5 new users you’ll get a free FitPass membership fee.

29. How long does it take to make a card?

a) If the payment is made in the shop,you can get your card on the spot.
b)When payment is made to the account, the card production takes one business day from the moment when the payment is recorded.
c) Purchase at Eventim’s sales venue- card production takes 2-3 business days.

30. Payment at Tickets / Gigstix?

a) You can make payments at all sales venues of Tickets / Gigstix
b) You can only pay for packages at standard prices, which do not include discounts.
c) Tickets / Gigstix vouchers can not be used, it needs to be replaced for the FitPass card.
d) You can not get your FitPass card at the Tickets / Gigstix sales points. You make a payment with them, after which your data will be forwarded to us, and then we will create a card and inform you. The procedure may take 2-3 working days.

31. Do I get immediately my card on Tickets / Gigstix selling place?

NO. You will be able to make only the payment and after that, they send us your details about payment and paid packet. After the data is processed, we will make a card (and inform you about making). The procedure should take 2-3 working days.

32. I just made a renewal of membership fee, when can I expect that renewal will be register?

All payments made on a working day until 15: 30h will be register on that day – the membership fee is automatically activated. User will receive a SMS message.

33. Can you give me a reference number, I didn’t get it?

You can make a payment without completing a "call-by-call" field. If you have FitPass card, you can enter a number of a card.

34. My online bank account doesn’t accept the "reference number"?

Try to enter just numbers, don’t enter letters.

35. I can’t log in into my user profile. What should I do?

It's important to do following steps:

1. Check if you own a FitPass card or users number in FitPass application?
2. Did you register with the same e-mail address as in the beginning?
3. Do you pick an option ''log in'', not ''register''?
4. Do you register using the same account as on the beginning (Google account, Facebook account)?*

* If you didn’t solve the problem, please contact our IT support (you need to have a username, e-mail, contact telephone number besides we have your FitPass number).

36. When I am registering at www.fitpass.rs, I'm getting the information that the user is already exists. What does it mean?

It means that someone registered with e-mail that already exists in our system. You or someone else are registered and ordered FitPass card. It’s forbidden to register multiple times with the same e-mail address.

37. The phone number that I entered (in process of registration) is already in the system. What does it mean?

This means that you or other person in process of registration entered the same phone number. It’s forbidden to register multiple times with the same phone number.

38. How can I find my discount earned by recommendation system?

On your profile are all discounts that you earned by this way.*

* Required information can be found in the user's profile

39. I forgot the password. What should I do?

Choose the "forgotten password" option, so you can reset it/choose the new one.

40. My membership is ending today. Can I still using a card?

YES, you may be able to use the rest of the terms if you have them. Duration of the membership fee is lasting until the expiry date.

41. Can I make a pause between the two payments?

In the case of a private user - you can (you are not obliged to renew the membership fee in continuity).

42. If I use the all terms during the membership, can I pay immediately the new ones?

YES, if you don’t have anyone of them. The new payment automatically activate it from the recorded payment.

43. My membership is active for 6 months, and I used all terms. What should I do?

This means that you have used all the terms. You must wait the beginning of the new month to pay for new membership.

44. If I during the registration choose one exercise package (for example, Basic Package), can I later change the package?

NO, after you register for the specific package, the system doesn’t allow the change of the package. This is relating only on first membership.

45. Do you guarantee that the all objects will be available during my membership?

We can’t provide you guarantee for the each object, but our partners rarely went out from our system. Certainly, that each object is in obligation to provide services to all FitPass users. If the contract broke up, we will inform you and find better alternative.

46. Through a system of recommendation, I have been managed to make a 40% discount on my membership fee. Is there a chance to use 20% this month and 20% next month?

This feature doesn’t exist in the FitPass system. Discounts must be fully utilized when renewing the membership fee.

47. How long does it take a month's active membership fee?

The start of membership fee is calculated on the ACTIVATION DAY, and ENDING MEMBERSHIP is calculated according to the number of days of the month in which you activated your FitPass card (28/29/30 or 31 day). It also applies to multi-monthly packages, or each month individually for the duration of the package.

48. How can I successfully use the QR code option?

In order to successfully check your term in the chosen sports facility, it is necessary to:

a) You own a smartphone (iOS - version 10.0 or later / Android not older than 5 years);

b) You have the latest updated version of the FitPass application;

c) You have a functional camera on your phone;

d) You have a QR code reader service on your phone (this option already exists with newer phone versions);

e) Created user profile on www.fitpass.rs

In case you have forgotten the password for your account, you can reset it through our website www.fitpass.rs or through the FitPass application. If the email address that originally created the FitPass account was forgotten, it can be reset using your number.

49. Is there an option to switch from a standard (regular) FitPass membership to a Student FitPass membership?

To change your status and get the necessary information, contact our customer service at kontakt@fitpass.rs

4. Business Users

50. How can I get FitPass membership?

You can get FitPass membership only if you work in company which is registered in Serbia, and if your employer is a FitPass partner.

All information you can find on following link.

51. How can I pay FitPass membership fee?

Paying for FitPass business card depends on the company you are working in. Contact your HR service and find more information.

52. How can I be notified when my FitPass membership is activated?

Activation of your FitPass membership will be notified by the HR department of your company.

53. I have lost my FitPass card. What should I do?

In case of loss/theft of the card, it is necessary to contact the human resources department of the company where you work.

54. My company isn’t partner of FitPass system. What should I do?

If you want your company to become a FitPass partner, contact our Call Centre on +381691022060 or via kontakt@fitpass.rs and we will do our best to make a cooperation.

If your company doesn’t want to make a cooperation, you can always order a FitPass card for individual users.

55. How can I successfully use the QR code option?

In order to successfully check your term in the chosen sports facility, it is necessary to:

a) You own a smartphone (iOS - version 10.0 or later / Android not older than 5 years);

b) You have the latest updated version of the FitPass application;

c) You have a functional camera on your phone;

d) You have a QR code reader service on your phone (this option already exists with newer phone versions);

e) Created user profile on www.fitpass.rs

56. What is required to successfully use the FitPass application?

To use the application, you first need to enter your profile photo and the correct phone number, which will be verified by a PIN sent to the entered phone number. After updating your profile with the information above, you need to turn on the geo service before it can scan a QR code in a sports facility so it can train.

5. FitPass Student

57. Who can use Student FitPass članarinu?

Student FitPass membership is available only for students with official paper of full-time study, under age of 26.

All information you can find on following link.

58. How to use the Student FitPass membership?

In order to access the desired object in the FitPass system, you need to scan the QR code at the designated location at the entrance using the FitPass application and show the successful application personnel to the facility staff who at the same time receive a check confirmation from the system. Entry to the desired building is no later than 3pm.

59. How often may I use my Student FitPass membership?

It is possible to use only one term (one training) per day.

60. In which cities may I use Student FitPass membership?

At the moment, you can use your card only in Belgrade and Novi Sad.

61. May another person use my Student FitPass membership?

Using someone else’s membershipis not allowed. Each is personalized and can be used only by the owner.

62. Which sports facilities may I use with Student FitPass membership?

You can use your card in over 30 sport’s objects in Belgrade and over 9 sports objects in Novi Sad nearly your university. The complete list of those objects you can find here.

63. May I visit several sports facilities per one month?

Yes! Use your 12 terms during the months in over 30 sports objects. The list of objects you can find on following link.

64. May I use all activities without extra charge?

The all sports objects from Student FitPass system are without extra charge. You can find desired sports facility and read the necessary information right here.

65. Do I need to make a reservation before I go to sports facility?

The most sports facilities in Student FitPass system don’t require booking or reservation. But the users can check their cards until 15h; after that they’re aren’t allowed to enter into sports object.

66. What are the conditions for the successful use of the QR code option?

In order to successfully read your appointment in the chosen sports facility, it is necessary to:

a) You own a smartphone (iOS - version 10.0 or later / Android not older than 5 years);

b) You have the latest updated version of the FitPass application;

c) You have a functional camera on your phone;

d) You have a QR code reader service on your phone (this option already exists with newer phone versions);

e) Created user nalon on www.fitpass.rs

In case you have forgotten the password for your account, you can reset it through our website www.fitpass.rs or through the FitPass application. If the e-mail address that originally created the FitPass account is forgotten, it can be reset using your personal identification number.

67. How to activate Student FitPass membership?

If you chose the pick up option your membership will be activated on the day you pick up your FitPass card. If you chose to receive your FitPass card by mail, your membership will be activated 10 days after we register the payment, if within those 10 days you don`t use your card for training. If you use your card in any of the sport facilities within those 10 days the membership will be activated on the day of your first workout. 

68. Are the unused term transferred to the following month/fee?

Unused terms are not transferred to the next month/membership fee.

69. How to re-charge my membership fee?

You will get an email with the notice of expiration and the instructions for the next payment, seven days before the expiration of the current package. Payments can be made at any post office, bank, via e-banking, Eventim, or you can do it in FitPass office (address: TC City Passage, Obilićev venac 18-20, No 5.17). In our office you can pay by cash or via credit card. After recording the payment, the card will be activated and you will be notified via SMS message.

70. I have lost the Student FitPass card. What should I do?

If you lose Student FitPass card contact our Call Centre on +381691022060 or via e-mail kontakt@fitpass.rs. New card is extra charged (500 RSD).

71. Is there a possibility to switch from the FitPass Student Card to a standard card?

YES, there is this option with an extra charge (500,00 RSD). For this step, you should contact our customer support.

72. Can I make a pause between the two payments?

Yes, you can (you are not obliged to renew the membership fee in continuity).

73. I just made a renewal of membership fee, when can I expect that renewal will be register?

All payments made on a working day until 15: 30h will be register on that day – the membership fee is automatically activated. User will receive a SMS message.

74. Can you give me a reference number, I didn’t get it?

You can make a payment without completing a "call-by-call" field. If you have Student FitPass card, you can enter a number of a card.

75. I forgot the password. What should I do?

Choose the "forgotten password" option, so you can reset it/choose the new one.

76. My membership is ending today. Can I still using a card?

YES, you may be able to use the rest of the terms if you have them. Duration of the membership fee is lasting until the expiry date.

77. If I use the all terms during the membership, can I pay immediately the new ones?

YES, if you don’t have anyone of them. The new payment automatically activate it from the recorded payment.

78. Do you guarantee that the all objects will be available during my membership?

We can’t provide you guarantee for the each object, but our partners rarely went out from our system. Certainly, that each object is in obligation to provide services to all FitPass users. If the contract broke up, we will inform you and find better alternative.

79. How long does it take a month's active membership fee?

The start of the membership fee is calculated on the ACTPASS ACTIVATION DAY, and the ISTEK MEMBERS account is calculated according to the number of days of the month in which you activated your FitPass card (28/29/30 or 31 day).

80. How do I get a Student FitPass membership?

Visit our Student homepage, fill out an application and register with our site. When you register, you will receive an email with instructions and payment instructions. After we record your payment, you will receive an SMS notification of your payment, which will give you a personalized number of users that will only be visible to you on your user profile. You can pick up the Student FitPass card in person at our points of sale (TC City Passage, Obilićev venac 18-20, shop no. 5.17 every working day 09-20: 30h and Saturdays 10-18h and TC Mercator, Art Boulevard 4, first floor, New Belgrade Mon-Sun 09-22h) or we can send it to the desired address by express mail. *  

* Delivery of the card to the desired address is additionally charged according to the terms and price list http://www.postexpress.rs/struktura/lat/cenovnik/cenovnik-unutrasnji-saobracaj.asp

81. What is required to successfully use the FitPass application?

To use the application, you first need to enter your profile photo and the correct phone number, which will be verified by a PIN sent to the entered phone number. After the user updates the profile to the information above, they need to turn on the geo-location service before they can scan the QR code in the sports facility in order to train.