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.
cecilia was really helpful in helping me sort out cancellation for class and brilliant customer service
Reply from ClassPass2026-08-04
Hi there,
Thank you for taking the time to share your feedback!
We're delighted to hear that Cecilia was able to help you with your class cancellation and provide such excellent customer service. Providing helpful, understanding, and efficient support is always our goal, and we're thrilled that Cecilia made the process smooth and stress-free for you.
We'll be sure to share your kind words with Cecilia she'll be delighted to know her assistance was appreciated.
Thank you for being part of the ClassPass community and for sharing your experience with us!
All the best,
The ClassPass Team
E
EvelynUnited States · 1 review · Experienced 2026-08-03 ·
★★★★★
FayeMichelle was very helpful & fixed…
FayeMichelle was very helpful & fixed my problem for me!
Reply from ClassPass2026-08-04
Hi Evelyn,
Thank you so much for your feedback! We're delighted to hear that FayeMichelle was able to help you and resolve your issue.
Providing helpful, efficient, and caring support is always our goal, and we're thrilled that FayeMichelle was able to make your experience a positive one.
We'll be sure to share your kind words with FayeMichelle she'll be delighted to know her assistance was appreciated.
Thank you for taking the time to share your experience with us!
All the best,
The ClassPass Team
Disco CheetahCanada · 1 review · Experienced 2026-08-03 ·
★★★★★
Very responsive and details oriented
Reply from ClassPass2026-08-04
Hi there,
Thank you for your feedback! We're delighted to hear that you found our support team very responsive and detail-oriented.
Providing timely, thorough, and attentive assistance is always our goal, and we're glad that your experience reflected that. It's great to know that the care and attention given to your concerns made a positive impression.
We truly appreciate you taking the time to share your experience with us!
All the best,
The ClassPass Team
Classpass promotion campaigns is a fraud. i upgraded membership plan and it shown it will have extra 15 credits for the upgrading after subscribed shopee vip but there is no extra credits in, checked with agent Jasmine said promotion is ended. But if u click through shopee link and do the upgrade now they will stated 15 free credits by upgrade your plans. Reported to MCMC.
Reply from ClassPass2026-08-04
Hi Yee Cheng,
We're sorry to hear about your experience and understand your frustration regarding the promotional credits. We appreciate you taking the time to share your concerns.
We recognize how disappointing it can be when there's uncertainty around a promotion, especially after upgrading your membership based on the information presented. We also understand your concerns regarding the communication you received about the offer.
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 happy to provide additional support and guidance.
All the best,
The ClassPass Team
Very helpful ClassPass Customer Sevice! Thank you.
Reply from ClassPass2026-08-04
Hi Siobhan,
We're pleased to hear you had a positive experience with our customer service team. Thank you for taking the time to share your feedback!
All the best,
The ClassPass Team
Hi Annette,
We're delighted to hear Tinsae was able to provide great service. Thank you for sharing your kind feedback!
All the best,
The ClassPass Team
C
CmUnited States · 1 review · Experienced 2026-08-03 ·
★★★★★
Tinsae did a great job of handling my…
Tinsae did a great job of handling my issue/inquiry.
Reply from ClassPass2026-08-04
Hi Cm,
We're glad to hear Tinsae was able to help with your inquiry and provide the support you needed. Thank you for sharing your feedback!
All the best,
The ClassPass Team
N
NahidaUnited States · 1 review · Experienced 2026-08-04 ·
★★★★★
This is such a controversial company
This is such a controversial company. I’ve been working with ClassPass as a fitness instructor myself for the past six years, but I’ve utilize the app for a total of nine years. Is it really convenient app but I do think some of their practices are heavily scrutinized and rightfully so. I don’t believe they put customers at the forefront and prioritize positive customer service and ease of accessibility. That said, I have had many wonderful experiences/interactions it’s a bit painstaking to get to a representative but when you do five out of 10 times you get somebody who is qualified and kind and eager to actually help you and it makes it such a better experience. I also understand that there’s a lot of scrutiny for the other side of the sword, which is studios and gyms who really don’t make much money and maybe that’s a tweak in business modeling. Classpass is here I think at the end of the day it’s about learning to coexist without losing profits on both ends of the spectrum. What does that look like I do not know however I recently had a really good experience with a cancellation, and I am very grateful for the representative who went above and beyond to assist me.
Reply from ClassPass2026-08-05
Hi Nahida,
Thank you for taking the time to share such thoughtful feedback. As both a long-time customer and fitness instructor on the platform, we appreciate the unique perspective you've gained over the years.
We value your comments regarding the customer experience, customer support, and the relationship between ClassPass and our studio partners. Your feedback has been shared internally, as it highlights areas where we can continue to evaluate and enhance how we support and communicate with our customers and partners.
We're especially pleased to hear that your recent cancellation experience was a positive one and that the representative who assisted you went above and beyond to help. We'll be sure to share your kind words with the team.
Thank you for being part of the ClassPass community for the past nine years and for sharing your honest perspective.
All the best,
The ClassPass Team
m
mixFinland · 1 review · Experienced 2026-08-04 ·
★★★★★
Charlotte was amazing to deal with
Charlotte was amazing to deal with, fast and reliable customer service. 5 million stars for her.
Reply from ClassPass2026-08-04
Hi Mix,
Thank you so much for your wonderful review! We’re glad Charlotte provided fast and reliable support.
We’ll be sure to pass along your kind words. She’ll be thrilled to hear she earned 5 million stars!
All the best,
The ClassPass Team
Lena VollmannSwitzerland · 1 review · Experienced 2026-07-25 ·
★★★★★
Great idea, confusing pricing model
I really like the idea behind ClassPass, and I tested it in Zurich. The number of participating studios is large enough to provide a good variety, and booking is generally straightforward. A few studios ask you to call before your first booking, but in most cases the reason is understandable.
What I find confusing (and ultimately the reason I’m probably not going to continue using the service) is the credit system. I don’t know how it works in other countries (I assume the original idea may have been that 1 credit = 1 US dollar?), but in Switzerland it feels unnecessarily complicated.
For example, why do 13 credits cost CHF 29.90? With a subscription of 79 credits, how many classes can I realistically book? Why do classes of the same duration have completely different credit costs? Without constantly doing calculations, it’s very difficult to understand the actual value of a subscription.
Another thing I found misleading is that you can’t even see the credit cost of classes until you’ve signed up and accepted the free trial. That doesn’t make it easy to compare the service with regular studio memberships.
I don’t know whether this complexity is intentional, but it definitely makes the pricing feel opaque. Personally, I’d much prefer a more transparent pricing model, ideally with the option of unlimited-class memberships where available.
Reply from ClassPass2026-08-04
Hi Lena,
Thank you for sharing such thoughtful feedback. We’re glad to hear you liked the idea behind ClassPass, found a good variety of studios in Zurich, and had a generally smooth booking experience.
Your feedback about making credit costs and plan value easier to understand is very helpful, and we’ll be sure to share it with the appropriate team as we continue improving the experience.
All the best,
The ClassPass Team
J
Jennifer TateUnited States · 2 reviews · Experienced 2026-08-04 ·
★★★★★
Very efficient.
Reply from ClassPass2026-08-04
Hi Jennifer,
Thank you so much for your review! We’re glad to hear you had an efficient experience.
All the best,
The ClassPass Team
Amazing service from verendah - thank you so much!
Reply from ClassPass2026-08-04
Hi Fatima,
Thank you so much for your kind review! We’re glad Verendah was able to provide amazing service.
We’ll be sure to pass along your lovely feedback.
All the best,
The ClassPass Team
C
Craig LangUnited States · 1 review · Experienced 2026-08-02 ·
★★★★★
Be careful—ClassPass will take your…
Be careful—ClassPass will take your money.
I lost hundreds of dollars in accumulated credits because I changed jobs and didn’t realize my membership had been canceled. When I tried to use my credits, I was told I had to reactivate within 30 days or forfeit everything. I found out only about two weeks too late, and ClassPass refused to make any exception.
Burying a policy like this in the terms and conditions and keeping customers’ credits is unacceptable. If you use ClassPass, be sure you understand what happens to your credits if your membership changes—you could lose all of them.
Reply from ClassPass2026-08-03
Hi Craig,
Thank you for taking the time to share your feedback. We're sorry to hear about your experience and understand how frustrating this situation must have been.
We recognize that changes to corporate memberships can sometimes create confusion, especially when it comes to unused credits and account status. We understand why discovering that credits were no longer available after changing jobs would be upsetting.
We appreciate you sharing your concerns regarding how the policy was communicated and how the situation was handled. Feedback like yours helps us better understand where we can improve transparency and the overall member experience.
We'd like the opportunity to review your case further and better understand the circumstances surrounding your account. Please contact us at ClassPass Contact and include "Trustpilot Review" in your message so our team can take a closer look.
All the best,
The ClassPass Team
Smooth service delivery rendered by Octavious and Linda.
Reply from ClassPass2026-08-03
Hi Wilson,
Thank you for taking the time to share your feedback!
We're delighted to hear that Octavious and Linda provided you with a smooth and positive experience. Delivering efficient, friendly, and seamless support is always our goal, and it's wonderful to know they were able to assist you successfully.
We'll be sure to share your kind words with both Octavious and Linda. They'll be thrilled to hear that their efforts made such a positive impact.
Thank you for being part of the ClassPass community!
All the best,
The ClassPass Team
R
RachelUnited States · 1 review · Experienced 2026-08-02 ·
★★★★★
Ceciliah was so helpful and…
Ceciliah was so helpful and understanding in helping me figure out my problem. I appreciate her help and responsiveness!
Reply from ClassPass2026-08-03
Hi Rachel,
We're glad to hear Ceciliah was able to help you work through your concern and provide responsive support along the way. It's wonderful to know you felt supported throughout the process.
All the best,
The ClassPass Team
S
S. S.United States · 4 reviews · Experienced 2026-08-03 ·
★★★★★
joshua was great and solved my issue…
joshua was great and solved my issue immediately
highly recommend
Reply from ClassPass2026-08-03
Hi there,
Thank you so much for sharing your experience!
We're thrilled to hear that Joshua was able to resolve your issue immediately and provide the support you needed. Providing fast, effective, and hassle-free assistance is exactly what we strive for, and it's wonderful to know that your experience was such a positive one.
We'll be sure to share your kind words with Joshua he'll be delighted to know his help made a difference.
Thank you for your recommendation and for taking the time to leave your feedback!
All the best,
The ClassPass Team
DanPatrick deserves a commendation! He works fast, answers to the point, gathers all the necessary information before replying, doesn’t ask redundant questions to answers I have already previously provided and doesn’t take forever to respond. Best rep by far! Appreciated
Reply from ClassPass2026-08-03
Hi Pamela,
We're thrilled to hear that DanPatrick provided such an efficient and thoughtful support experience. It's wonderful to know he took the time to review the information you'd already shared, responded clearly and promptly, and helped resolve your concerns without unnecessary back-and-forth. We truly appreciate you recognizing the effort he put into making the process as smooth as possible.
All the best,
The ClassPass Team
E
E. G.Sweden · 3 reviews · Experienced 2026-08-03 ·
★★★★★
Receipts - not including VAT and org.nr
I have asked for receipt including the org.nr and the vat, 2 months ago. Nothing happened. Today I reached out again and they told me that they cannot provide the org nr and that happened only after I asked them to confirm that they can deliver it.
Reply from ClassPass2026-08-03
Hi there,
We understand your concerns and appreciate you taking the time to share your experience regarding your request for documentation that includes VAT and organization number information.
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 request, provide clarification regarding the documentation available, and assist you further.
All the best,
The ClassPass Team
A
Anna BrownUnited Kingdom · 7 reviews · Experienced 2026-07-22 ·
★★★★★
Let down by poor customer service
Generally a useful scheme but totally and utterly let down by customer service.
I’ve been unable to make bookings for my local studio for months and months- it’s a weird technical glitch. I’ve spent hours reporting it and every time I’m told they will look into it, and every time I hear nothing. I then have to start all over again. You can’t speak to an actual person on the phone or escalate- so I just seem stuck. And now a rogue booking for the studio has appeared in my recent past bookings.
Reply from ClassPass2026-08-03
Hi Anna,
We understand how frustrating it can be when an issue persists over an extended period, especially when it affects your ability to book with a studio you'd like to attend. We also appreciate you taking the time to share your experience regarding the ongoing technical issue and the challenges you've faced while seeking support.
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 the booking issue, the unexpected reservation appearing in your history, and assist you further.
All the best,
The ClassPass Team
Very poor customer service. All AI based and hard to get a human operator. Even the operators are incompetent. Classpass didn't auto renew my credit allowance for 7 months despite my complaints. Eventually they managed to fix my monthly credit allocation but declined to reimburse me the credits they failed to transfer... Ridiculous
Reply from ClassPass2026-08-03
Hi Julian,
We understand how frustrating it can be when you're expecting your membership credits to renew as anticipated and feel that your concerns haven't been fully addressed despite multiple attempts to seek assistance. We also appreciate you taking the time to share your feedback regarding both the support experience and the credit allocation issue.
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
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