FAQs
Frequently Asked Questions
(17Jun2025)We have collated a database of questions and answers and have indexed them by the tab names shown below. Please browse the tabs for your question or select the search tab to search for your question.
Or change if you want to view a specific FAQ ID, use the URL https://sasac.co.uk/faqs/?faq_id=N with N as the FAQ ID number
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General Category FAQs
| ID: 104 | Question: What is SASAC? |
| We are SASAC. It is short for St Albans Sub-Aqua Club | |
| ID: 125 | Question: Why am I not getting emails from SASAC |
| The usual causes are (a) The SASAC email is being blocked by YOUR email system or is being treated as junk and SPAM >>>check your SPAM folder and whitelist @sasac.co.uk email addresses in your email system as trusted senders. Or (b) the email address YOU recorded in your profile is invalid ; Or (c) you no longer access to the email account you are checking such as a former work account >>>sign-in to the membership system and update the email address in your profile to one you can access | |
| ID: 126 | Question: Why does the password reset link I received not work and reports “? Not Found” and states "Reason: Unrecognised reset token"? |
| The password reset token has expired. >>>Request the Forgotten your Username or Password link again and use the link immediately | |
| ID: 127 | Question: Why do I get the message "Sorry, unrecognised username and/or password." when I try to sign-in? |
| You are not using the correct sign-in credentials. >>>Use the password reset option and use the username it shows on the reset email. Sometimes your device will cache an old password. Clear your cache and manually type your new password. | |
| ID: 128 | Question: Why is there a fixed quota on the number of All Season Swimmer members? |
| Restricted access is required to manage demand of summer bather numbers. Whilst the booking system enforces the bather limit to keep a safe operation but we anticipated if we did not limit All-Season Swimmer membership there would be too many members contending for the limited bather places. | |
| ID: 129 | Question: Why is the Splash Zone not a bigger area? |
| The area, depth and bather capacity of the Splash Zone is defined by HSE guidelines for operating a pool withoiut lifeguards and commitments we have with our insurance provider. A larger area or an area with increased maximum depth would require lifeguards to be on duty. | |
| ID: 130 | Question: Why is the Splash Zone not operated for longer periods? |
| The times the Splash Zones operates is a compromise between the needs of members wanting to use the splash zone and those wanting to lane swim. The times was defined by the Swimming Members subcommittee and is a based on demand and actual usage. | |
| ID: 131 | Question: How can I get added to the SASAC WhatsApp group? |
| SASAC has a multi-channel WhatsApp chat because the single ‘channel’ version had become too noisy and difficult to find important information. You must already be a WhatsApp user and request access to the SASAC general channel using this group link. Each request to join is verified. This may take a few days. Once verified and the applicant is verified as a member, they are added to the general group from where they can add and remove themselves from any other club channel at will. | |
Lottery Category FAQs
| ID: 3 | Question: Where can I find out more about the All-Season Swimmer Lottery? |
| Select this link to the Lottery web page that describes the lottery in detail. | |
| ID: 141 | Question: Does the system randomly select members who are eligible for the lottery? |
| No. People who registered as Lottery Candidate and signed-up to the lottery evernt are added to the draw. And Cold Water Swimmer members are automatically added to the draw. The draw randomly selects winners as detailed on the lottery page. | |
| ID: 142 | Question: If I am a cold swimming member, am I automatically added to the lottery draw or do I need to register as a lottery candidate? |
| CWS are automatically added to the lottery draw as should not register as a Lottery Candidate as that is only for non-members. Before we make the draw we de-duplicate the entries so any member who did register as a Lottery Candidate has their duplicate entry removed | |
| ID: 143 | Question: What are the key dates of the lottery (e.g. first draw, second draw)? |
| The only key date is that the lottery draw process starts on 1st May at midday when we reconcileof the lottery candidates to remove bogus and duplicate persons. The draw process starts after this and the process is detailed on the lottery web page. | |
| ID: 144 | Question: How and when will I know that I've been offered a place? |
| Candidates are randomly selected and emailed requesting they logon to the membership portal and accept the subscription offer. It is a limited time offer. Unsuccessful candidates are not contacted | |
| ID: 145 | Question: How long will the offer remain valid before my place gets offered to someone else? |
| Multiple concurrent offers are created in batches. The offers are time limited and the expiration date is shown in the offer. At some point the number of offers will exceed the number of available places. The first to respond will secure their offer. Those who do not respond promptly risk loosing out as offers are withdrawn when the available places are used up or the offer date expiry is reached. | |
Please read the membership access card page for details
ID-Card Category FAQs
| ID: 2 | Question: What should I do when my membership access card (ID-Card) does not open the access control lock? |
| This can be caused by many reasons but by far the most common reason is a bad read caused when the signal between the card and the reader is too weak because you do not hold it close enough and long enough next to the reader for the RFID chip inside the card to activate. The symptoms of a bad read are the same as a faulty card or disabled card so try this first before reporting it as an issue. 1- Remove the card completely from any wallet or purse or covering and 2- Place it directly onto the surface of the reader for 2 seconds. If it does open the lock first time, move the card more than 90cm away from the reader for 5 seconds and repeat twice more. If the problem persists it is because of one of the following reasons. • YOUR CARD IS NOT RECOGNISED OR IS DISABLED – It will beep once when the card is presented but the red LED flashes. • YOUR CARD IS FAULTY - there will be no beep or change of lights when card is placed on the reader. • POWER FAILURE – The reader will not beep and there will be no lights • CARD READER or DOOR Controller has failed – One or a sequence of lights are permanently flashing. The flashing may or may not be accompanied by constant beeping. Note a permanent or flashing green indicated the door is unlocked and is usually caused when emergency break glass has been activated. To report the issue please create a ticket on the Help Desk and describe your issue. | |
| ID: 8 | Question: What should I do if I have permanently lost my ID-card or key? |
| To report the issue please create a ticket on the Help Desk and report you have lost your card or key or both and we will arrange to disable the card if you have lost that and create a replacement. There is a fee for a replacement. Please see FAQ156 for how to access the club when you no longer have access to your membership access ID-Card. | |
| ID: 9 | Question: Can I be issued with multiple active cards? |
| No. Only one card will be activated and any other cards allocated to you are disabled. If you later find your \"lost\" card it will be disabled so please return it to the club for recycling. See FAQ 18 below for more details. | |
| ID: 10 | Question: What should I do if I find a card or fob or key belonging to another member |
| When the member is still on the premises please return it to them directly. When you cannot return it to the member directly please put it through the letterbox on the outside door to the right of the front entrance close to the rubbish bin. After you put through the letterbox please inform the member by messaging them on WhatsApp or using the messaging function of the Membership Portal to let them know it was found. | |
| ID: 11 | Question: Why are some cards yellow and others blue and others white? |
| Since January 2025 any adult member with a recorded a pass on their membership record following their Pool Safety Requirement Assessment are permited onto the pool deck (poolside). The colour of the ID-card indicates the member\'s entitlement to swim in the pool. Blue card holders are permitted any time; Yellow are only permitted during the Cold Water Season (September to May); White are not permitted in the pool at any time | |
| ID: 12 | Question: What should I do with my membership card or door key or access control fob if I am no longer a member? |
| Your card is disabled when you cancel or do not renew your membership. Put it through the letterbox on the door to the right of the entrance near the bin or post it back to the club if you are no longer able to visit. | |
| ID: 13 | Question: What are the details shown on my card? |
| The card shows your membership profile picture along with your full name, membership number, membership type and your username for the membership portal. | |
| ID: 14 | Question: Who owns the card and the key |
| The card and key are the property of the club and are issued to the member for the duration of their membership. They should be returned them to the club when their membership ends. | |
| ID: 15 | Question: Is the card waterproof? |
| Yes the card is waterproof | |
| ID: 16 | Question: Can I punch a hole in the card so it can be worn on a chain? |
| No. The card has embedded electronics and an antenna that runs around the edge of the card. Any hole made in the card is likely to damage these components and stop the card from working. Use a card holder if you want to hang it on a lanyard. | |
| ID: 17 | Question: What happens if I deface or physically damaged the card |
| Create a new ticket on the Help Desk and request a new card from the Membership Team. A fee is charged if you are responsibled for the damage or defacement | |
| ID: 18 | Question: What should I do if I find my lost card after receiving a replacement? |
| Cards that are lost are disabled and can not be used. Put it through the letterbox on the door to the right of the entrance near the bin and the club will recycle it. | |
| ID: 19 | Question: Can I get a temporary card? |
| No. We do not issue temporary cards. | |
| ID: 20 | Question: How do I change the image shown on my membership card? |
| Update the photo ID image shown on your profile in the membership portal. Then create a ticket on Help Desk and request a new card is produced using your new image | |
| ID: 21 | Question: What is a laminate overlay and is it different from my original card? |
| The original card contains the electronics used to identify the card on the system. The laminate has no electronics and is thinner. It is designed to stick over the top of your original card. Laminates are issued when you change membership type or photo or cosmetically damage the card. You must have the original card to use a laminate | |
| ID: 22 | Question: How do I know if my new card is ready to collect? |
| When the cards are created they are filed in the green folder in the kit room. Replacement cards. Lookup the status of your help desk ticket used to request a replacement card to know if the card has been created or not. Once created it can be collected in person when the kit room is open such as on a wednesday club night or during an induction or you can request it is posted to you on the basis you pay for the cost of carriage. Cards for new members are issued to the member at the induction. | |
| ID: 23 | Question: Do I need to swap out my membership access fob with a new card |
| Yes. The swap out is for members who are still using the fob. A Suitable image must be uploaded to the membership portal before we can print your card. | |
| ID: 156 | Question: How can I access the club whilst I am waiting for my card to be created? |
| You will need to have a pool booking and completed your induction before using the pool and have another member open the door for you until you receive your card. The member you ask should ask you to verify you are a current member. When you renewed/joined we emailed you a link to your digital ID card. The link allows you to save a digital-ID in your wallet on your smartphone. To verify you are a current member either show your digital ID card from your wallet or logon to the membership portal from your phone to display your profile and show them this. It is at the other persons discretion to accept your verification and let you access the clubhouse as they are not obliged to let you in. Do not berate them if they do not. | |
Pool Category FAQs
| ID: 148 | Question: I'm a cold water swimmer member. Can I use the pool facilities in summer (e.g. barbecue, pool side for sunbathing and socialising etc.) if I don't go in the water ? |
| All members who have passed the Pool Safety Requirementment assessment can go poolside and onto the deck in compliance with the rules published in the PSR. | |
| ID: 149 | Question: Can I bring a non-member friend to the pool / poolside? |
| No. Poolside is restricted to Members and Junior Pool Guests | |
| ID: 150 | Question: Can I swim alone in winter? |
| All members are required to have a working knowledge of the Pool safety Requirements that defines how and when you can swim alone. | |
| ID: 151 | Question: Why do I have to book, tap my membership card and sign in manually every time I use the pool? |
| These are some of the controls and measures the club uses to operate the pool safety without lifeguards. The membership access card is intended to restrict access to legitimate persons, the booking system is used to manage the bather occupancy and the register is used to show when persons are on the premises | |
Please read the membership renewal page for details
Renewals Category FAQs
| ID: 106 | Question: Why is my renewal offer as an individual adult and not as a Joint or family membership that includes my partner? |
| Members can be part of the same familiy group but we no longer operate a Joint or family membership. It was discontinued for new members in 2017 and phased out in 2022. All adults since April 2023 must renew as as individual adults. Children can be registered as Junior Pool Guests and added to the familiy group. | |
| ID: 107 | Question: Why does my child's subscription show as expired when they become 18years old? |
| Child subscriptions are different to adult subscriptions. It will show as expired when the date of birth you entered for your child shows they have reached 18 years old. If they are under 18 report the issue using https://help.sasac.co.uk | |
| ID: 108 | Question: Why is the expiry date for my child's Junior Pool Guests subscription not the same as my subscription? |
| Your subscription is linked to the annual common renewal date of 01-April whereas Junior Pool Guest end the day before their 18th birthday. | |
| ID: 109 | Question: How do I remove items from my basket so only pay for my subscription and not for everyone in my family group? |
| When you are part of a family group your basket will include all due subscriptions for the family group. If you don't want this feature you should remove yourself from the family group. | |
| ID: 110 | Question: Why do I get " ! Error Processing Payment " when I try to make payments using the online card payment system? |
| This happens when the card issuer does not authorise the transaction because (a) your card details are invalid or (b) you used the back button during the payment transaction. Sign-out and back in again and retry payment using valid card details or an alternative payment card. Contact the issuer if the problem persists. In exceptional circumstances, make a personal visit to the membership team during the regular Wednesday clubnight to make payment using BACS or Cash. | |
| ID: 111 | Question: How do I know I have successfully paid? |
| Read the email we sent you when you paid. Or >>>sign-in to the membership portal and open "My Payments" from your profile page to see your payments. | |
| ID: 112 | Question: How do I know if my renewal completed successfully? |
| Read the email we sent you when you renewed. Or >>>sign-in to the membership portal and look at your "My Subscriptions" and it will show “Active” when it is complete. | |
| ID: 113 | Question: Why does the status of my subscription shows as expired or future |
| Subscription have a start and end date. >>>Sign-in to the membership portal and view your subscriptions where you can see all your subscriptions (current, future or past). Previous subscriptions show as expired when the expiration date has passed. Future subscriptions do not become current until the start date has passed. | |
| ID: 114 | Question: Can I renew my membership after the subscription offer has expired? |
| No. Memberships are cancelled if you do not complete your renewal before the renewal offer expires. You can join again later in the season as a new member, subject to the same restrictions of any other new member including the joining fee and available membership types. | |
| ID: 115 | Question: I have renewed but want to cancel my membership before the next renewal. |
| >>>Sign-in to the membership system. Select "My Subscriptions" and select the "action" button followed by "end subscription early" to cancel your current subscription. We do not refund subscriptions fees after the subscription has started. Please return all club property (such as membership access card and key) when you leave the club. | |
| ID: 116 | Question: How do I cancel my renewal. I do not want to renew and stop receiving reminder notices to renew. |
| >>>Sign-in to the membership system. Select "My Subscriptions" and select the "action" button followed by "end subscription early" to cancel you current subscription. Then select the renewal offer and select "Reject Subscription" button to cancel the renewal offer. Your membership will be cancelled. Please return all club property (such as membership access card and key) when you leave the club. | |
| ID: 117 | Question: How do I upgrade or change to an All Season Swimmer membership. Or I am a cold water swimmer how can I apply to be a summer member? |
| Adult All Season Swimmer (AASS) membership entitles a member to use the pool throughout the year. It is not possible for a member or anyone else to become an (AASS) member unless they are invited and are offered this subscription. (a) an adult is successful in the annual lottery draw. See https://sasac.co.uk/lottery for more information; or (b) the lottery winner request at the time they accept the AASS subscription offer that their partner/spouse be offered an AASS subscription; Or (c) the child of a current All Season Swimmer who was registered as a Junior Pool Guest becomes 18 and requests within 14 days of their birthday they are offered AASS membership;Or (d) An email request is sent to the membership secretary to permit a member to make a personal appeal for AASS membership at the next scheduled BoDs committee meeting, and they agree to make the offer. | |
| ID: 118 | Question: Why was I offered the wrong membership subscription type and how can I change the type of membership subscription offered to me in my renewal? |
| We offer renewals using your existing subscription type. If you want a different type >>>Do not accept or reject the renewal offer but instead raise a ticket on https://help.sasac.co.uk and explain the type of membership you want instead. The membership team will then revise your offer. | |
Booking Category FAQs
| ID: 124 | Question: How do I sign-in to the SKEDDA booking system |
| Go to https:\\sasac.skedda.com and enter your username and password. The credentials are DIFFERENT to those used on membership portal because it is a dfferent application. | |
| ID: 133 | Question: Do I have to book to use the pool? |
| Yes. You have an associated booking BEFORE entering the water but do not yet need to book to go poolside | |
| ID: 134 | Question: Do I have to book if I'm going onto the pool deck to use the poolside facilities? |
| No. Currently you only book to access the water. This may change if poolside congestion occurs and risks overall safety. | |
| ID: 135 | Question: When I make a pool booking do I book just the time I'm swimming or all the time I'm at the pool (sitting poolside, sunbathing etc.)? |
| A booking is required for the period you access the water. Bather capacity is limited so do cancel your booking if end your session earlier than you booked or cannot make the session to allow others to access the pool. | |
| ID: 136 | Question: Do I have to book my children if they are not swimming with me but sitting on the side? |
| This is defined in the PSR. Children cannot be sitting on the side whilst you are swimming because you can not adequately superrvise and monitor your child from within the water unless that child is within arms reach. Bookings are used to manage the overall pool bathing occupancy be that children or adults. | |
Children Category FAQs
| ID: 137 | Question: When are my children able to join me in the water as a Coldwater or All Season Swimmer? |
| Registered children can use the splash zone of the pool to play in the pool on the occassions when the splash zone is operating and the zone is roped off when their parent has booked an associated splash slot session for the duration they are using the splash zone of the pool and their conduct and activity fully complies with the Pool Safety Requirements, such as but not exclusively, age restrictions and parental monitoring. Registered children, who have been swim assessed and their results recorded on their profile record, can use the pool to lane swim in the area of the pool designated as the lane swimming zone when their parent has booked an associated lane slot session for the duration they are using the lane swim zone of the pool and their conduct and activity fully complies with the Pool Safety Requirements, such as but not exclusively, age restrictions and parental monitoring. | |
| ID: 138 | Question: Can children swim unsupervised? |
| No. See the restrictions and criteria defined in the Pool Safety Requirements. | |
| ID: 139 | Question: How long are children members for? |
| Their membership expires on 31st March each year in accordance with the common renewal date for all members. Children registered as Junior Pool Guests are not members. They are guests who can accompany their parent to the pool and this status expires when they are 18 years old. | |
| ID: 140 | Question: Can my children participate in the lottery draw? |
| No. The lottery is for Adult Membership. | |
| ID: 153 | Question: How do I register my child so they can join in the pool to use splash or swim lanes |
| Parent should sign-in to the membership portal and from top menu select [Membership] then [Register and Apply for Membership] then select Registered Child and complete the registration wizard to register their child who must be under 18 years old. Do also ensure you read the PSR again to ensure you fully understand the restrictions associated with children using the pool. | |
| ID: 157 | Question: What are the minimum water temperature guidelines for children |
| Parents must not allow their children to use pool when the water temperature is too cold or allow them to remain in the water to get very cold and risk hypothermia. It is the parents responsibility to determine the appropiate minimum temperature and duration for their child as this will vary according to their age and size; their acclimatisation to cold water; the exposure gear worn by the child (wetsuit, gloves, hat, booties) they wear. When water temperature is 15°C or below, pool access is restricted to adults only. Exceptions are made for club-led sessions—such as BSAC diver training—provided they are conducted under the direct supervision of a qualified club instructor and in full accordance with the relevant training organisation’s safety protocols. Recommended Guidelines are
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| ID: 158 | Question: How do I register my child so they can join in the pool to use splash or swim lanes |
| Parent should sign-in to the membership portal. From the menu select [Membership] then [Register and Apply for Membership] then select [Registerd Child] option and complete the registration wizard for their child. Then read the PSR sections on children to ensure they know and understand the restrictions on letting their child into the pool. | |
| ID: 159 | Question: How does my child continue to use the pool after they are 18 |
| The email address the parent recorded on the child`s record (should be parent`s email) is automatically emailed prior to their 18th birthday to report either the junior membership or junior pool guests status has expired. The membership agreement the parent/guardian accepted on behalf of their child terminates on the expiration of the junior membership and the former Junior member (Diver, Snorkeller or UWH Player) child must obtain a username for the membership portal and sign-in and and convert to the equivalent adult or student membership type and accept the legal terms and conditions in their own right. The former Junior Pool Guest must join as an adult member to continue to enjoy the club benefits. When they were registered as a Junior Pool Guest AND their parent is a current Adult All Season Swimmer member the parent can request membership offer them All Season Membership by creating a request on https://help.sasac.co.uk To use the cottonmill pool they must attend a pool safety induction event and PSR test and receive their membership ID-card on completion of their induction. | |
Join-Us Category FAQs
Membership Category FAQs
| ID: 119 | Question: Why does the system not allow me to "withdraw" consents? |
| Our consents are mandatory for your membership.You must cancel your membership to withdraw consent. | |
| ID: 120 | Question: Why does my profile not show "Pass" on my Medical Status? |
| The medical status must be manually reviewed and updated by the membership team when the member creates or updates their Medical Declaration. >>> Raise a ticket on https://help.sasac.co.uk when it is not updated within 5 days of updating your Medical Declaration | |
| ID: 123 | Question: Why do I see the message “A person with the same forename and surname has been found in the database….” when I try to register as a NEW member on the membership system |
| It means someone with that name is already registered on the system. It is very likley you are attempting to duplicate your own membership record and if you register again you will create a duplicate record. >>>Use the password reset option to receive an email showing your username and password and if you are sure you have not registered go ahead and register as a new member. | |
| ID: 146 | Question: Can anyone apply to become a year-round member? |
| Every type of membership offered by the the club is a year round membership. It starts when they join or renew, and expires the following 31st March. However membership benefits vary according to the subscription type and define when or if they can swim in the pool. | |
| ID: 147 | Question: What days of the year does my membership start and end? |
| Sign-in to the membership portal and look at your subscription to see the start date. All memberships expire on 31st March each year. | |
| ID: 160 | Question: What are swim assessments and how do I get assessed? |
| Every member must complete a swim assessment to demonstrate they are a competent swimmer. Parents are required to assess their registered children if they wish to permit them to participate in lane swimming. The criteria for these assessments are defined in the Pool Safety Requirements. While assessments are typically conducted during induction, any adult member may assess another member or their own child and record the results directly on the member\'s profile. For further details, please refer to the following page: https://sasac.co.uk/activities/swimming/induction/#record-assessment | |
Swimmer Category FAQs
Diver Category FAQs
Snorkeller Category FAQs
UWH Category FAQs
Social Category FAQs
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