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Support Center

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.


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

If you're unable to access your Pay Portal and are receiving an "Error 104" message, find your IP address and contact us for assistance. 

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

Password requirements:

  • At least 1 upper case letter
  • At least 1 lower case letter
  • At least 1 number
  • At least 8-128 characters long
  • At least 1 special character
  • Not used before.
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?
  • For a list of eligible activities and other details on the program, please refer to your local market’s sweaty pursuits youlu page.
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 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 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 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.

Which cards are eligible?

USD prepaid cards issued by Pathward or Bancorp.

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 Support tab at the top of the page for support hours and contact information.

Contact us:

Email Support

Please login to MySweatyPursuits and use the form provided under the Support section to send us your question. If you have issues logging in, please contact us by phone.


Live customer service representatives are available for support:

English: Monday - Friday: 06:00 AM - 8:00 PM Pacific Time (PT), Saturday and Sunday: 8:00 AM - 5:00 PM PT 
Spanish: Monday - Friday: 06:00 AM - 8:00 PM Pacific Time (PT), Saturday and Sunday: 8:00 AM - 5:00 PM PT 
French and Mandarin Chinese: Monday - Friday:  08:00 AM - 5:00 PM PT

  • 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


Chat support may be available if offered by your company. Please be sure you’re logged in to take advantage of our live chat feature. If you’re logged in already, look for the chat icon in the bottom-right corner of the page.