Frequently Asked Questions
On Friday 27th March we will be upgrading our membership system to a new digital membership system in our continued effort to become more sustainable. Don’t be alarmed, this transition will be phased in and, for those that prefer, we will still offer a physical card based system.
Why are you upgrading to digital memberships?
Here at the Sanctuary we’re continually working towards reducing our environmental impact, and retiring our chalk-based membership cards is the next step in making our membership system more sustainable. There is still an option to purchase a physical membership card alongside your annual membership at a small additional cost, but we would encourage our members to give our new, easy-to-use digital system a go!
Are there any changes to the new membership system?
Our memberships will now require a photo of yourself which will be linked to your membership. This will help our admissions team to welcome members into the Sanctuary with fewer delays during busier periods. You will be asked to upload a photo when renewing or purchasing a new membership online. If you’d prefer to purchase on-site, our admissions team will take your photo at the till.
How do I access my new digital membership card?
All of your membership details will be sent to the email address you registered with, and you will be able to save your digital membership card to your phone wallet for easy access. Check your order receipt email for the how to add your membership card to your Google or Apple wallet via a QR Code:
Can I still access the Sanctuary with my existing membership card?
Yes, if you have a current membership with us, you will still be able to access the Sanctuary with your physical membership card. Memberships purchased up to and including the 6th April 2026 will still be eligible for a physical membership card, free of charge.
If I have an existing membership can I switch to a digital membership card?
Yes, you can switch your membership to a digital membership at any time, please speak to the admissions team who will be able to assist or email us on enquiries@wildheartanimalsanctuary.org. Your physical membership card will also remain active until your membership expires. On renewing you can then select whether you would prefer a digital or physical card.
Do I still need to supply a photo if I pay extra for the physical membership card?
Yes, we need to be able to identify the card holder, which will help us to speed up the check-in process at our admissions desk. This photo will not be printed on your physical membership card.
How will you use my photograph?
Your photo will be shared with our membership management company, Digitickets, for the sole purpose of managing your membership. It is not shared with any other party and is managed in accordance with the Wildheart Trust’s Privacy Policy.
I didn’t receive a copy of my order with my Google/Apple wallet links.
Please email us at enquiries@wildheartanimalsanctuary.org and we can resend your order confirmation. Please ensure that you provide us with your correct email address.
Can I change back to a physical card?
Yes, please speak to our admissions team who will be more than happy to print a physical card for a small additional cost.
I have a membership which includes a carer, whose photo should we submit?
The photo should be of the person named as the main member.
Can I change my photo?
We understand everyone has a bad hair day every now and then, so if you’d like to update your photo please speak to our admissions team on your next visit.
Will my photo be printed on my card?
No, your photo will not be printed on your membership card, is will only show up on the till and only be visible to our admissions team.
How much will a physical card cost?
A printed membership card will cost only £5 per person/member. This is to cover the cost of the card itself. If you lose your card you will need to pay another £5 for the new card.
Do I have to pay for a physical card if I am not able to use the digital card?
No, should you not wish to pay for the physical card or go the digital route, you can also print out your membership receipt that you receive via email when you purchase/renew your membership, on this receipt is a QR code, you can use this QR code to gain access to the Sanctuary – this is all free of charge.
We will be sending more details about this change in the next few days. However, if you have any queries about our new digital membership system, please get in touch with us at enquiries@wildheartanimalsanctuary.org.