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Our frequently asked questions service offers answers to common questions. If you don't find an answer, please contact our customer support and a representative will be able to assist you.

Overview

How do I activate my account?

Your organization will create your Sweaty Pursuits account on your behalf. Once created, you will receive an activation email with a link you can click on to begin the activation process.

How do I log in to the Pay Portal?
  1. Enter your Username and Password on the login page.
  2. Click Sign In
What else can I do on the Sweaty Pursuits website apart from activating my card?
You can check your balance, see all you prior transactions, and report a lost or stolen card by initiating a chat session with one of our agents.
How do I change my profile information?
  1. Log in to your Pay Portal.
  2. Click Settings > Profile
  3. Make the changes.
  4. Click Save

If you are unable to update your information, please contact lululemon athletica directly.

How do I change my account password?
  1. Log in to your Pay Portal.
  2. Click Settings > Security
  3. Enter your existing password.
  4. Enter and confirm a new unique password.
  5. Click Update Password

Note: Passwords must contain 6-15 characters and cannot be reused.

What should I do if I've forgotten my password?
  1. Click Forgot Your Password? on the Pay Portal login page.
  2. Enter the email address registered on your Pay Portal.
  3. A password reset notification will be sent to this email. Click the Reset Password link. This will direct you to a page where you can enter and confirm your new password.

NOTE: You may be required to complete an additional authentication step to verify your identity. If prompted, choose one of the options and follow the on-screen instructions.

  1. Enter and confirm a new unique password.
  2. After successfully resetting your password, a confirmation email will be sent to your email. Click Return to Login Page and use your new password to log in to the Pay Portal.

mySweatyPursuits Prepaid Card

How do I get a prepaid card?
You will have access to a virtual card in the pay portal, which you can use immediately for online payments.
If you wish to have a physical card, you can request one in your pay portal, and it should arrive in 7 – 10 business days.
Can my card be in my preferred name, rather than my legal name?
Unfortunately not. This is a limitation applied by our issuing banks. They require legal names that are registered with government documentation. As some of these cards may encounter ID verification requests or be put under investigation for certain reasons, employees may be asked for official documentation that matches the card profile.
Where can I go with this card?
  • Group fitness classes of all kinds (e.g. yoga, spin, barre, circuit, Pilates, TRX) are covered, as well as group meditation classes.
  • You cannot use this for personal training (incl. yoga teacher training), gear/equipment purchase or rentals (mats, shoes etc.), food, water, supplements, nutrition services, membership initiation fees, gym memberships, activities or sports (tennis, rock climbing, golfing, running, skiing, swimming, etc.), lessons, team sports/leagues, coaching, race fees, adventure experiences, workshops, massages, float, physio etc.
How do I sign into a class with my Sweaty Pursuits card?
  • Sign in and/or reserve your spot the same way you always have and when it’s time to pay, swipe your card instead of using the sign in sheet.
  • If the studio has ‘auto payment’ set up, you can tie your Sweaty Pursuits card to your account with them.
  • If you have left your card at home, you’ll need to go home and get it. Please remember to always use your card. If you have not yet received your card, remember that any out-of-pocket reimbursements count towards your monthly max, so you must leave that payout amount unspent on your card at the end of that month.
My card was declined, or the merchant does not accept my card, what do I do?

There could be two possible reasons why your card was declined:

  1. Not enough funds left on the card to pay for the class
  2. The organization has a merchant code that is not fitness related.
If the card is declined at a place that you think should be eligible, email sweatypursuits@lululemon.com with the transaction details, date, time and studio name, for further investigation into the matter.
What should I do if I lose my card?
If your card is lost or stolen, please immediately call and report it to the number shown here, any time of the day or week. Our agents can then assist you by cancelling the card and issuing a new one for you.
Does my balance carry over to the next month?
Your card will be wiped and reloaded on the 1st of each month. Unused balances do not carry forward.
It’s the 1st of the month and my card wasn’t reloaded, what do I do?
Login to your sweaty pursuits account and check to see if your account requires verification (this is a VISA and Mastercard fraud-prevention process that occurs after a certain value has been loaded to your card). If it does, click on the orange Verify button, and upload: 
  • A valid government-issued picture ID in color (passport, ID, driver’s license); and
  • A proof of address under your name and current address issued in the last three months.
Once received, the compliance team will review the documents and, if approved, the funds will be released within 24-48 hours.
If your account does not require verification, please email sweatypursuits@lululemon.com for further investigation.
Can I use this card when I travel?
Yes, you can use your card in any country where prepaid Visa and Mastercards are accepted. The exchange will be calculated into your home currency and the total amount will show when you look at your transactions on the Sweaty Pursuits pay portal. This may impact the number of classes you can take during the month depending on the cost of the class and exchange rates.
What is the Mastercard 3D Secure/Identity Check Program?
Please click here for details on the Mastercard 3D Secure/Identity Check Program
What are contactless payments?

Contactless payments use short-range wireless technology to securely complete payments between contactless cards and contactless-enabled checkout terminals. It’s a fast, easy, and secure way to pay for goods and services.

A contactless card is a chip card that has a near-field communication (NFC) antenna which enables close-range payments.

When you tap your contactless card at the contactless-enabled checkout terminal, your payment is sent for authorization.

A simple tap of your card is all it takes to pay at checkout!

How do I know if my card is contactless?

If you see the contactless symbol on your card, it means the card comes with contactless technology.

Which cards are related to this service?

All mySweatyPursuits prepaid Mastercards issued by Transact Payments Limited.

How do I use my contactless card?

You do not need to swipe or insert your contactless card into the POS terminal when paying. To make a purchase, simply tap the card on the payment reader at the checkout of participating retail locations. A beep will indicate that your card has been detected and a payment is being authorized.

Where can I make contactless payments?

Anywhere you see the contactless symbol at checkout, you can tap to pay. This includes fast food restaurants, gas stations, convenience stores, pharmacies, stadiums and more.

If you don't see the symbol, your contactless-enabled card can still be used by inserting or swiping it at checkout.

How does contactless technology benefit me?

It’s faster, easier, and more secure than other payment methods:

  • You don’t have to enter your PIN for payments of €50 and under, or at unattended car parks and transport terminals. However, you will be prompted to enter your PIN on your fifth consecutive contactless transaction or when the cumulative amount spent reaches €150.
  • You’re in control because your card never leaves your hand when you make a payment.
  • Your contactless card is always on and ready to use.

What happens if I try to make a contactless payment for more than the contactless limit?

You will be asked to make a chip and PIN transaction for additional security.

How close does the "tap" have to be to the checkout reader?

When you tap your card/device at checkout, it must be within an inch or two of the contactless symbol on the terminal. Please note that if you have more than one contactless card in your wallet, you should remove the card you would like to pay with rather than tapping your wallet against the reader.

How will purchases appear on my transaction history?

Purchases made with your contactless card will be displayed on your transaction history just like any other purchase.

Are there any fees for paying with my contactless card?

No, there are no additional fees.

What is mobile wallet tokenization?

Mobile wallet apps allow you to securely store payment information like credit, debit, and prepaid card numbers on your mobile device.

Tokenization is a data security feature that replaces your real card number with an anonymous account “token” at the point of sale. When you make a purchase, the merchant uses this token – not your card number – to verify and process your payment.

Together, a mobile wallet with tokenization technology gives you a fast, safe, and convenient alternative to using your physical/virtual card when paying for your in-person or online group fitness classes!

Are mobile wallets safe to use?

Yes. In fact, mobile wallets are more secure than physical cards. Using a mobile wallet reduces the risk of fraud by allowing you to take advantage of your device’s password and biometric authentication features like fingerprint and iris scanners. Tokenization provides the additional benefit of masking your card number so that even the merchant you’re paying is not able to see it.

How do I keep my device and card details secure?

  • Use your device’s additional security options. Create a lock-screen PIN and setup fingerprint or iris recognition if available.
  • If your device supports fingerprint recognition, only register your own fingerprint and do not allow anyone else to add theirs.
  • Never leave your device unattended in public.
  • Be wary of unsolicited messages asking you to reveal personal or financial information, and those that request permission to access or install software on your device.
  • If your device is lost, stolen, or compromised, contact customer support immediately so we can assist with suspending or disabling and replacing the card registered on your mobile wallet.
  • If available, sign up for your device’s “Find My” service. This will allow you to locate, lock, and remotely wipe sensitive data from your device if it is lost or stolen.

What’s the difference between Samsung Pay & Google Pay?

Google Pay uses Near Field Communication (NFC) technology to make contactless payments using your mobile device. This “tap to pay” service is limited to merchants with NFC-enabled payment terminals. In order to accept Google Pay for in-studio purchases, merchants may be required to upgrade their payment terminals to accept devices with NFC capabilities.

Samsung Pay takes advantage of both NFC and Magnetic Secure Transmission (MST) technology. MST allows you to use the mobile wallet’s “tap to pay” functionality at almost any payment terminal in the world that accepts debit or credit cards.

How will mobile wallet transactions appear on my card statement?

All purchases processed on a mobile wallet will appear on your Pay Portal transaction history just like any other point-of-sale transaction.

How do I return an item purchased using a mobile wallet?

You'll need your studio receipt, just like you would for any other purchase. If the merchant asks you to swipe or provide the original payment method so they can process a refund, simply hold the back of your phone up against the contactless payment terminal.

Can I use my mobile wallet to pay in-studio internationally?

Yes. You can use your mobile wallet internationally almost anywhere contactless payments are accepted. Foreign exchange or other fees may apply. Please see your Cardholder Agreement for details.

I was sent a One-Time Passcode (OTP) when registering my card on a mobile wallet. What is this and why is it required?

To verify your identity and keep your card details secure, a one-time passcode is sent to you by text message when registering a payment method on your device. You will be prompted to enter this code during the registration process.

How do I learn more about Samsung Pay?

For more information, click here.

How do I learn more about Google Pay?

For more information, click here.

Customer Support

How do I contact Customer Support?

Please refer to the Telephone and Email tabs at the top of the page for support hours and contact information.

You can also log in to your Pay Portal and live-chat with a customer support representative.

Live customer service representatives are available for support:

English and Spanish: Monday - Friday 06:00 - 22:00, Saturday & Sunday 08:00 - 17:00*
French and Mandarin Chinese: Monday - Friday 08:00 – 17:00*

*Please note all the hours mentioned above are in Pacific Time.

  • U.S.A./Canada Toll Free: +1 (877) 426-1917
  • Worldwide: +1 (604) 424-9921
  • UK/EUR: +44-800-756-1307
  • Australia: +61-180-081-3177
  • Singapore: +1-800-852-3057

Email Support

Please login to MySweatyPursuits and click on Support/Contact, in order to verify your identity and ensure a fast response. If you are locked out of an account, have forgotten your password or need assistance with your account activation, please email us at support@mysweatypursuits.com or use the form below. Please include your Employee ID, Ambassador ID or the email address used when you signed up with your company, in all correspondence.

If your inquiry is in regards to a specific transaction, please provide a detailed description of the transaction you were attempting.