FAQ

Tell me more about the YMCA!

The YMCA is a charity that has been helping Canadians improve their lives since 1851. Discover the YMCA and find the one closest to you. 

What is the difference between YMCA at Home and Y@HOME+ ? 

• YMCA at Home first launched in March of 2020 during temporary YMCA closures due to COVID-19. YMCA programs are offered on YMCA at Home for FREE to support Canadians with both mental and physical health during a challenging time.  

• Y@HOME+ is a secure area of the YMCA at Home platform offering exclusive content only available to Y@HOME+ members. YMCA members at participating locations have free access.

What do I need to participate in programs?  

Any equipment/ingredient required will be explained in the beginning of video and in the video description. 

We offer a selection of fitness videos that can be completed without any equipment and some that do require equipment. We try to feature fitness equipment that is more commonly attainable for home use like dumbbells, kettlebells and bands in our videos that do feature equipment.  Substitutions will be recommended to offer options suitable for a variety of difficulty levels.  Please read our health and safety statement here. 

Do I have to become a Y@HOME+ member to continue using YMCA at Home?

No, YMCA at Home will continue to offer free content you can access anytime, anywhere.

Will there still be new workout videos that are free?

Yes, YMCA at Home will continue to put out new content on a regular basis. Our primary goal is to remain true to our long-standing mission to make health and fitness attainable, affordable, and approachable.

Who qualifies for free access to Y@HOME+? 

Y@HOME+ is free for paying active YMCA adult members at participating YMCA locations. See the list of participating YMCAs by visiting www.ymcahome.ca/member.

Why is a credit card required to sign up even if I am a YMCA member? 

Y@HOME+ uses Member Areas from Squarespace which requires a credit card on your file. Rest assured that you will not be charged if you have a valid discount code. Ensure you have applied your discount code so that you see the order is for 0.00.   

If you do not qualify for a discount code you will see the $5.99+tax per month recurring fee applied to your credit card. 

I entered my credit card but forgot to enter my coupon code or did not apply my coupon code...what do I do? 

Submit a form request at www.ymcahome.ca/contact and someone will be in touch ASAP. 

 In your message, explain that you signed up without applying your discount code and your card was charged. Please ensure we have your full name and the order number that was attached to your transaction. 

We will issue a full refund and communicate this via email with you. 

Can I share the resources with others?  

YMCA at Home will still offer free content you can share with your family and friends! The content on Y@HOME+ is only available to the account holder and their immediate family and should not be shared widely with others.  

What is the YMCA’s health and safety policy?  

Please read our health and safety statement here.  If you feel unwell during any exercises please stop your activity and contact your doctor or local emergency services.  

How do I know which classes or videos are best for me? 

On Demand Fitness videos all offer titles, descriptions, difficulty levels and time commitment.  Each of these items will offer insight into whether this is an ideal workout for you or not.  Our categories help establish the discipline the class covers, ie. Strength or cardio.  It also helps establish the target audience, ie. Is it for kids or older adults? 

From there, we break our difficulty level down for each category into beginner, intermediate or advanced.  If you are new to fitness, try our beginner videos. If you have more than 3 months of exercise experience you may be ready to try our intermediate videos.  If you are very proficient with exercise you will enjoy our advanced videos. 

If you need additional support determining the right classes or videos for you, you can submit a form request at www.ymcahome.ca/contact and we will have a fitness professional reach out to support you further. 

What is the best way to view the content? 

The Y@Home+ website is mobile friendly and can be viewed on a desktop, tablet or mobile phone device.  

How do I cast content to my TV? 

Laptop to TV:  

1. Plug an HDMI C cable from your laptop to one of the HDMI ports on your TV.  This method offers high quality visuals and very little lagging.  

1. Use a Chrome browser and click on the 3 vertical dots on the top right corner and click on cast.  

Phone to TV:  

For iOS users you would use the built-in screen mirroring functionality and cast to your selected device (smart tv, rocket stick or Chromecast plugged into a standard tv). Access Screen Mirroring by swiping down from the top of your phone screen and selecting “Screen Mirroring” 

For Android users you can use the Smart view feature built into your phone and cast to your selected device (smart tv, rocket stick or Chromecast plugged into a standard TV). Access Smart View by swiping down from the top of your phone screen and selecting “Smart View” 

Smart TV:  Many TV’s now include Roku or other built-in software.  You will be able to play our site via using the built in Web browser in your TV or casting features. 

How do I get support for Y@HOME+? 

Read our FAQs page to see if that can provide an answer to your question. If our FAQ will not solve your question, you can submit a form request at www.ymcahome.ca/contact and someone will be in touch ASAP.  

How are failed payments handled? 

You will receive an email notification about the failed payment. The email will include a link to update your billing information. 

We will attempt to charge your credit card two more times over a period of ten days. If it fails all three times, the subscription will be cancelled, and you will receive a cancelation email. 

How do I obtain a copy of my receipt? 

Receipts to Y@Home+ are emailed to you when you sign up for an account and every month when your subscription is renewed. You can also access receipts by clicking on “account” on the top right of the website and clicking on “Order” and then clicking on your Order #. 

How do I update information on my account? 

If you sign in and then click “Account” in the top right section of the website it will take you to a tab where you can change your name, address, and update payment information. 

If you need assistance, please contact us at www.ymcahome.ca/contact 

How can I cancel my subscription? 

You can cancel it at any time by accessing the Account tab near the top right of the website.  Access your orders and cancel your subscription.  Please note your access to Y@HOME+ will be cancelled immediately once you complete this process.  

If you would rather your access cancel end at the end of a billing cycle, please submit a request to us at www.ymcahome.ca/contact. We will cancel before the next payment and send you an email confirmation that your request has been completed. 

Is there a mobile app? There is not a separate mobile app but you can use the website like an app by saving it to the home screen of your smartphone or tablet.