ClassPass is a monthly membership that seamlessly connects members to fitness experiences at over 7,500+ of the best studios in gyms in their area and across the world. With access to group fitness classes in everything from yoga to Pilates to cycling, we motivate our members to lead active and inspired lives.
Is ClassPass legit?
ClassPass (classpass.com) has a 4.1 out of 5 rating on OK.one, based on 227 user reviews collected here. It is listed under Beauty & Well-being and its reputation is good. 78% of reviews are 4 stars or higher and 18% are 1 star; The business has replied to 96% of negative reviews; Reviews mostly discuss Customer service, User experience. Last updated 2026-08-12.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers frequently praise the support team for being prompt, kind, and exceptionally efficient, ensuring that various account issues and general inquiries are resolved smoothly. Users genuinely enjoy the convenience of accessing diverse wellness activities globally, making it remarkably easy to maintain fitness routines while traveling or balancing busy schedules.
Some people were dissatisfied with unexpected subscription charges, complex terms, and unclear credit policies regarding membership changes or cancellations. Consumers also expressed noticeable frustration regarding difficulties when trying to pause plans and reported unhelpful responses or communication barriers from certain support representatives.
Auto-generated from all reviews of this business. For reference only.
Yvonne answered back so quickly and was so kind. She was able to help me in a refund to a subscription that i had no idea i was paying for. thank you so much, highly recommended classpass customer service team!
Reply from ClassPass2026-08-11
Hi Gianna,
Thank you so much for sharing your experience!
We're delighted to hear that Yvonne was able to assist you so quickly and kindly. We understand how concerning it can be to discover an unexpected subscription charge, and we're glad she could help clarify the situation and process a resolution for you.
Providing prompt, compassionate, and effective support is what we strive for, so it's wonderful to know that Yvonne made such a positive impact on your experience.
We'll be sure to share your kind words with her. She'll be thrilled to know her assistance was appreciated.
Thank you for your recommendation and for being part of the ClassPass community!
All the best,
The ClassPass Team
Hi Helene,
Thank you for your feedback!
We're so glad to hear that you had a great experience with our customer service team. Providing helpful, responsive support and making things as easy as possible for our members is always our goal, so it's wonderful to know we met your expectations.
We truly appreciate you taking the time to share your experience and thank you for being part of the ClassPass community.
All the best,
The ClassPass Team
Hi Sarita,
Thank you for your feedback!
We're so glad to hear that you had a great experience with our support team. Providing friendly, efficient, and helpful service is always our goal, and it's wonderful to know we were able to assist you.
We truly appreciate you taking the time to share your experience and thank you for being part of the ClassPass community.
All the best,
The ClassPass Team
MULTIPLE TIMES of trying to get help never recieve anything it seems like this company is run by true robots, actually robots would probably run this better
Reply from ClassPass2026-08-11
Hi Olivia,
We're sorry to hear that you've had such a frustrating experience. We understand how disappointing it can be when you're seeking assistance and feel that you're not getting the support or responses you need.
For further assistance, please reach out to our specialized team at classpass.com/contact and mention that you're following up from a Trustpilot review. They will be able to take a closer look at your account and work with you to address your concerns.
All the best,
The ClassPass Team
Hi April,
Thank you for taking the time to share your feedback!
We're thrilled to hear that your issue was resolved quickly and that you received fast, helpful support from our team. We know how important it is to get timely assistance, and we're delighted that we could make the process smooth and efficient for you.
Your kind words mean a lot to us, and we truly appreciate you being part of the ClassPass community.
All the best,
The ClassPass Team
I explained my situation the live agent was able to help very glad they were understanding
Reply from ClassPass2026-08-11
Hi there,
We're glad to hear our support team was able to help and provide the understanding and assistance you needed. Thank you for taking the time to share your experience.
All the best,
The ClassPass Team
Great customer service! They helped me update my business address quickly and made the process very easy. Very helpful and responsive. Thank you!
Reply from ClassPass2026-08-11
Hi Michelle,
We're delighted to hear that our team was able to help you update your business address quickly and make the process seamless. Thank you for your kind words about the responsive support you received.
All the best,
The ClassPass Team
Huge thanks to Charlotte for the fantastic support! She assisted me quickly and resolved the issue with my account charges and subscription auto-deductions smoothly. Excellent customer service!
Reply from ClassPass2026-08-11
Hi Angel,
Thank you for sharing your experience. We're so glad to hear that Charlotte was able to assist you promptly and help resolve your concerns regarding account charges and subscription renewals. We'll be sure to pass along your kind words to her.
All the best,
The ClassPass Team
I have used Classpass for some months, and I have generally enjoyed it, up until now.
I got a new phone, and by the time I had to renew the subscription, the app shut down my account and asked me to update my card info. Fair enough.
For some reason the app wouldn’t accept my card info, so I chatted with customer service. (The AI bot is horrible btw). I told customer service the problem, they opened up my account and I had access to my classes again.
A week later, I am charged the full amount again, and got added more credits, that I hadn’t asked for. Now I chatted with customer service again, explaining my issue, telling them I didn’t order this, and they keep telling me there is nothing to do.
I just asked for a refund of the extra amount, since I am 7 months pregnant, still working full time, and my father is terminally ill - I don’t have time to spend all those credits, and I don’t want to pay for them.
I asked to call someone to explain my situation, since the person in the chat was not understand me (she kept saying we can not refund you if the credits have been used - I haven’t used them). And the chat was so slow, I was losing my sanity.
In the end I got an email address I can write to.
Let’s see if they can solve my problem.
Reply from ClassPass2026-08-11
Hi Iris,
We're sorry to hear that this situation has been stressful, especially while balancing work, your pregnancy, and supporting a loved one during a difficult time. We can understand how frustrating it must have been to spend so much time trying to explain your concerns and seek clarity regarding the additional charge and credits on your account.
We're glad to hear that you were ultimately provided with an email address for further assistance. If you still need support, you can also reach out to our specialized team at classpass.com/contact and mention that you're following up from a Trustpilot review. They will be able to take a closer look at your account and assist you further.
Thank you for taking the time to share your experience, and we hope you're able to get the assistance you're looking for.
All the best,
The ClassPass Team
Tinsae was super helpful with my enquiry. I am super happy with my service today. Thank you so much for everything!!
Reply from ClassPass2026-08-11
Hi Liz,
Thank you for your kind feedback! We're delighted to hear that Tinsae was able to assist with your inquiry and that you were happy with the support you received.
All the best,
The ClassPass Team
Had an unforeseen circumstance and Charlotte gracefully assisted me. She was patient and understanding, which made me even consider upgrading my membership. Thanks for the amazing service Charlotte!🙂
S
SallyUnited States · 1 review · Experienced 2026-08-11 ·
★★★★★
Thank you Renelas
Thank you Renelas! You were able to correctly set up my account! Very efficient! Thank you for helping me!!!
Reply from ClassPass2026-08-11
Hi Sally,
Thank you for your kind words! We're delighted to hear that Renelas was able to get your account set up correctly and provide efficient support. It's wonderful to know you had a positive experience.
All the best,
The ClassPass Team
S
Sarah KollnitzerSwitzerland · 1 review · Experienced 2026-08-11 ·
★★★★★
Peter from customer support is THE…
Peter from customer support is THE GOAT!
Super fast, kind, knows the product well? And treats the customer super kind. Unfortunately I don’t have his surname - but ClassPass CS-Team, give that man a raise!
Reply from ClassPass2026-08-11
Hi Sarah,
Thank you for taking the time to share your feedback! We're thrilled to hear that Peter provided such fast, knowledgeable, and kind support. Delivering a great customer experience is what we strive for, and it's wonderful to know that Peter made such a positive impression.
We truly appreciate your kind words and are delighted that your experience stood out.
All the best,
The ClassPass Team
J
Jan PęskiNetherlands · 1 review · Experienced 2026-08-11 ·
★★★★★
Fast
Fast, responsive, clear
Reply from ClassPass2026-08-11
Hi Jan,
Thank you for your feedback! We're glad to hear that you found the support fast, responsive, and clear. We appreciate you taking the time to share your experience.
All the best,
The ClassPass Team
Mary revived my subscription with a benefit from my bank when ClassPass de-activated my account after I changed the email in the bank app.
I understand reasons behind that account de-activation, maybe ClassPass could ask for an email update without suspending the subscription immediately... Anyway, happy to be helped by ClassPass support like Mary.
D
DShortUnited States · 1 review · Experienced 2026-08-11 ·
★★★★★
I had a issue with a flat tire and…
I had a issue with a flat tire and needed to see if canceling my class because I couldn’t get there would result into late cancellation fee. utilizing the chat box, it kept telling me that I would have one and I decided to reach out for a customer support and was offered a one waived fee due to the circumstances and that was very helpful so been using class pass for some years now and I do find their customer service to be very helpful
Initially it was a bit annoying to talk to AI agent and get auto replies, the time I requested to speak to an agent, Alicia was helpful and she sorted my issue without delay.
M
Maria ChelminskaUnited Kingdom · 1 review · Experienced 2026-08-11 ·
★★★★★
Terrible
Terrible. They will charge you money for a trial and then if you sign up to a subsription you essentially use all the points from a trial - so you pay twice
M
MDUnited States · 1 review · Experienced 2026-08-10 ·
★★★★★
Finally was helped by this nice person…
Finally was helped by this nice person after a few very unsuccessful chats that were likely AI.
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