Frequently Asked Questions

I'm trying to upgrade my account, but the payment failed

If you experience an issue when attempting to upgrade your account, this may have to do with authenticating the payment. If payment fails, and you receive an error message or a blank screen, try using a different payment method. Alternatively, contact your bank to diagnose the reasoning for payment failing. If you are still experiencing issues, just get in touch and our friendly team will be happy to help. Please email us at

Refund Request

If you upgraded your account by mistake or have cancelled your membership to the facility and need to request a refund for this service, please stop by the Member Services desk.  

I can't login/I can't sign up

On the home page of the center website, go to the Services & Programs section and select MOVE Virtual Programming. Login using your email address and your Empower ME member portal password. 

If you're unable to login, please ensure your credentials are correct.  

If you need to reset your Empower ME password, follow these instructions.  Please note that your Empower ME Username and Password are case sensitive.

  • Go to the Empower ME member portal login page.  Select Forgot Password?
  • “Forgot your Password?” screen appears.
  • Enter your Username into the Username field.  If this is your first time logging in to Empower ME, your Member ID is your Username (your ID is printed on the back of your Member ID card; be sure to use proper case).  Click, Reset Password.
  • A screen indicating “Password Recovery!” displays indicating please check your email.  Select OK.
  • A “Password Assistance for Member Self-Service” email will be received via the email address that you have on record at the fitness center.
  • Check your Spam/Junk folder if the email was not delivered to your Inbox.
  • Contact the center for assistance if the email is not received.
  • The email includes a Temporary Password.  Click the link within the email; you will arrive at the Empower ME login screen.
  • Via Username enter your Username; in the Password field enter the Temporary Password that is listed in the password assistance email.
  • Select Login.
  • An Update Password screen displays. Complete the fields as follows:
  1. Current Password: Enter the Temporary Password listed within the email.
  2. New Password: Create/enter your new password.
  3. Confirm Password: Enter your new password a second time.
  4. Select Change Password.
  • A screen displays “Updating password – Saved!” Your password has been updated in the system. Select OK.
  • The Dashboard screen is displayed.  Log out of Empower ME and try again to login to Move using your email address and Empower ME member portal password.


If creating your Move account for the first time and you believe that you're using the correct email and password but you're having difficulty in signing up, you'll need to contact or stop by the Member Services desk.

I've upgraded but my access level doesn't look right

If you've paid for a higher level of access but you still don't seem to have access to the content you thought you would, then this is because you'll just need to log out and log back in again to refresh your access. 

How to contact

If at any point you’re stuck and can't find the answers that you need here, just get in touch and our friendly team will be happy to help. Please email us at