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.
My first encounter with Class Pass was with Michelle then we zoomed and Lauren joined us. They were both very helpful and clear with explaining the whole concept of your compaany. I was excited to join. I was contacted then a bit later from Mark and he walked me thru the onboarding launch time, Mark was super helpfull and full of recommendations for me to add to my site on the Class Pass site, I did have to ask him to please slow down a bit as I was trying to absorb the information and he was on somthing new. He took it very well and resumed with timing that was better for me, I really appreciated that from him.
Reply from ClassPass2026-07-29
Hi Cherie,
We're thrilled to hear that Michelle, Lauren, and Mark helped make your onboarding experience such a positive one. It's wonderful to know they took the time to clearly explain the platform, answer your questions, and provide helpful recommendations. We're especially glad that Mark adapted his pace to ensure you felt comfortable and supported throughout the process.
All the best,
The ClassPass Team
M
Matthew St Marie美国 · 1 review · Experienced 2026-07-28 ·
★★★★★
Very nice and helpful customer service
Very nice and helpful customer service. I enjoy the service. I wish the AI bot was a bit more forgiving but I understand rules are rules.
Reply from ClassPass2026-07-29
Hi Matthew,
We're glad to hear you've been enjoying the service and found our support team helpful. We also appreciate your feedback regarding the AI bot experience and your understanding of the process.
All the best,
The ClassPass Team
A
Andrew G美国 · 7 reviews · Experienced 2026-07-27 ·
★★★★★
Poor AI customer support
After a horrible first experience trying to join a class with my wife using their free trial period, I gave up on using the app and went directly through the F45 location to sign up. I didn't realize it until 5 months later that they'd been charging me the $89/month fees this whole time. I tried to email their customer support, but it bounced back and then the chat bot was virtually no help at all without ever getting a chance to speak to a live person.
** Updated to 2 stars after finally getting the AI chat to provide a live person to speak with. In the end, they refunded me one month is all.
Reply from ClassPass2026-07-29
Hi Andrew,
We understand how frustrating this experience must have been, especially after deciding not to continue using the platform and later discovering charges on your account. We also appreciate you sharing your feedback regarding both the support channels available and your experience seeking assistance.
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’ll be able to review your account, look into your concerns, and assist you further.
All the best,
The ClassPass Team
C
C Leung美国 · 1 review · Experienced 2026-07-28 ·
★★★★★
Customer service starts with a bot, can escalate, might work?
Customer service starts with a bot. If you ask for human assistance, it's escalated to a better bot or a human who has been instructed to be very vague or they're super tired and doesn't comprehend your request that typically a human would but perhaps not at 3am, understandably. However it SEEMS like it is able to pass it on to humans who will check it later.
In the past, the bot had been efficient at refunding erroneous no-show fees. Probably because it's a common request. Good job!
Reply from ClassPass2026-07-28
Hi C,
Thank you for taking the time to share your experience. We appreciate your balanced feedback and are glad to hear that your previous no-show fee issue was resolved successfully.
We also understand your concerns about the support experience and that interacting with our chatbot didn't always meet your expectations. We're continuously working to improve both our automated and live support experience, and feedback like yours helps us identify where we can do better.
We appreciate your feedback and your continued support.
All the best,
The ClassPass Team
E
Eva Syti英国 · 3 reviews · Experienced 2026-07-26 ·
★★★★★
Really disappointing experience with…
Really disappointing experience with classpass. I had to pause my subscription due to surgery — reasonable, you’d think. But here’s the catch: to access the credits you already paid for once you’re ready to return, you have to pay for another month first. There’s no refund and no exception, even for a documented medical situation.
I asked multiple times for a partial refund on unused credits, or simply to cancel and settle fairly. I was told repeatedly this “isn’t possible” — no manager escalation, no real resolution, just the same scripted response.
If you’re considering signing up: read the pause policy carefully first. It’s designed to keep you paying, not to actually help you when life happens.
Reply from ClassPass2026-07-27
Hi Eva,
Thank you for taking the time to share your experience. We understand how frustrating it can be when unexpected circumstances, such as surgery and recovery, affect your ability to use your membership as planned.
We appreciate your feedback regarding your experience with paused memberships, unused credits, and the support you received while seeking assistance.
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’ll be able to look into your concerns and assist you further.
All the best,
The ClassPass Team
I wanted to feedback why I cancelled my membership however there is no ability to speak with anyone or leave feedback other than to a chat bot that doesn't understand the context.
I wanted to feedback that I cancelled my membership due to a chronic health condition and the fact that you do not allow more than the monthly amount to rollover. In the context of my health (and I'm sure many others have similar situations) I find this completely unethical.
Accumulating credits does not mean I'd have cancelled but taking them away from me (essentially penalising me for not being able to use them due to chronic pain that month) is definitely a reason to cancel. I'd review the policy as I don't see the advantage from a company perspective. Due to this lack of ethics I will no longer encourage anyone to use this app.
Reply from ClassPass2026-07-27
Hi Heather,
Thank you for taking the time to share your perspective. We understand that personal circumstances can play a significant role in how a membership fits into someone's lifestyle, and we appreciate you providing additional context around your experience.
We also appreciate your feedback regarding credit rollover limits and how they influenced your decision to cancel your membership.
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’ll be able to look into your concerns and assist you further.
All the best,
The ClassPass Team
It took 45 minutes and should have taken ten - I was just asking about whether I’d been charged credits for some classes - I think that might be the most common question people ask. Maybe she had a bunch of calls going at once? It made me think twice about contacting their customer service again - it makes me lose some faith in the business. It’s disappointing because I spend a lot of money on this service.
Reply from ClassPass2026-07-27
Hi Lindsay,
We understand how frustrating it can be when you're looking for a quick clarification and the process takes much longer than expected. We also appreciate you sharing how this experience impacted your confidence in reaching out for support, especially as someone who values and regularly uses the service.
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 examine your account and assist you in resolving the issue.
All the best,
The ClassPass Team
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