Frequently Asked Questions

Do you have questions about registration? Forgot your password? Need help updating your information? Don’t worry! Click on the FAQ icon for tutorials and instructions for our frequently asked questions.


How do I change my password?

If you have an account – click here! If you are new – welcome! Click here to create your account. And select the “Create New Account” button on the right side of the page!

How do I find a specific program?

You can search for programs here! Search by name, course ID, participant’s age, etc.

How can I find out what my password is?

Vivo Members: You will receive an email to reset your password. If you have forgotten please click here! to have it reset.

Vivo Program Participants: You will need to create a new account. If you have done that and forgotten, please click here to have it reset.

What are your refund policies?


  • A $20 withdrawal fee is charged per registrant /per program.
  • Once a program has started no refunds are given.


  • Registrants can transfer to a different program based on program availability and subject to cost difference between programs.


  • Withdrawals for medical reasons require a doctor’s note. That note must be provided within 2 weeks of the date of the withdrawal or an administration fee will be charged. Withdrawal requests received after the program start date are subject to a pro-rated refund from the date of notification.

Missed Classes:

  • If you miss a class, Vivo will not offer a make-up class and will notissue a credit.
  • If Vivo cancels a single class (ex. from pool contamination), a credit for that class will be applied to your account to be used for future Vivo experiences!

Can I apply for financial assistance?

We’re happy you asked – raising healthier generations means making Vivo accessible to all! Our Everybody Plays program gives you just that – click here! to send an email to our team and get the application process started!

Can I create my own account online?

Yes! Welcome to the future! Our new software system allows you to set up your account online. Click here to see the tutorial video and get started!

What do I do when I get locked out of my account?

Locked out? We’ve got your back! Click here to regain access!

Why have prices changed?

We have adjusted our fees due to bank fees and processing times.

But, you’re offering fewer programs, why am I paying more?

The community told us they wanted more time for unstructured play with the family, we do have less registered programs, but we have increased our drop-in offerings – including more prime-time classes, partnerships and additional open gym and swim times.

Do price changes have something to do with the expansion?

As we head into expansion, we do need to think about how to simplify and offer the best experiences for you and your family.


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