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.
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.
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.Understanding and effective
Hi Alfred, We're glad to hear our support team was able to assist with understanding and effectiveness. Thank you for sharing your experience. All the best, The ClassPass Team
I downloaded the app to use a gym the advertise to then find out the trial period doesnt support it and its very limited. I did contact them - the trial only costed a £1 so I have asked to a return of money and was refused! it's a matter of a principle
Hi Elwira, We completely understand how frustrating it can be to download the app expecting access to a specific gym, only to find out that the trial period doesn't support it and feels too limited. For further assistance, please contact 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, address your concerns, and assist you further. All the best, The ClassPass Team
Chat started with a bot first, then I asked for a live agent. They were able to send one quickly, gave me the data I needed and even returned the credits I lost because of a rule from rollover policy which I was unaware of until now.
Hi Merci, Thank you for sharing your experience! We're glad to hear that our chatbot was able to connect you with a live agent when needed and that the team responded quickly to assist you. It's wonderful to know that the agent was able to provide the information you needed and help resolve your concerns regarding the rollover policy and your credits. We understand that learning about a policy for the first time can be frustrating, and we're happy that the situation was reviewed and that a solution could be provided. Thank you for taking the time to share your feedback. We truly appreciate it and are grateful to have you as part of the ClassPass community! All the best, The ClassPass Team
Charmane Tinga was very helpful and provided me with all the necessary info to set up me up!
Hi Aaron, We're happy to hear Charmane was able to get you set up with all the information you needed. We appreciate your feedback! All the best, The ClassPass Team
I contacted support in English, but all of the replies were in Welsh. I asked several times for a response in English, but they continued replying in Welsh. It made communication very confusing and frustrating.
Hi Halyna, We're sorry to hear about your experience. We understand how frustrating and confusing it must have been to contact support in English and repeatedly receive responses in Welsh despite asking for communication in English. Clear communication is essential when resolving customer concerns, and we can appreciate how this language barrier made the experience unnecessarily difficult and time-consuming. We appreciate you bringing this to our attention, and we're sorry that the support you received did not meet your expectations. We'd like the opportunity to review what happened and better understand your experience. Please contact us at Contact ClassPass and include "Trustpilot Review" in your message so our team can take a closer look. All the best, The ClassPass Team
Agent was very understanding and accommodating
Hi Elleanna, We're glad to hear our team was able to provide the understanding and support you needed. Thank you for taking a moment to share your experience. All the best, The ClassPass Team
Support arrived. Has been timely and taking Action. Unfortunately the execution is incorrect.
Hi Pedro, Thank you for your feedback. We're glad to hear that support was responsive and actively working on your issue. However, we're sorry to learn that although action was taken, the outcome was not implemented correctly. We understand how frustrating it can be when progress is made but the actual resolution doesn't address the problem as expected. We appreciate you bringing this to our attention, and we recognize the importance of both timely support and accurate execution. We'd like the opportunity to review this further. Please contact us at ClassPass Contact and include "Trustpilot Review" so our team can take a closer look at your case and better understand what went wrong. All the best, The ClassPass Team
I contacted ClassPass support about pausing my membership after an injury. Loise was patient, understanding, and transparent about my options. She took the time to review my account, answer my questions, and check with a supervisor when I asked about an exception. The process was handled quickly and professionally, and I felt genuinely supported throughout the conversation. ClassPass’s customer service was excellent, and Loise in particular went above and beyond to help resolve the issue.
Hi Alex, Thank you for sharing your experience. We're sorry to hear about your injury and are glad that Loise was able to provide the support and clarity you needed during that time. It's wonderful to hear that you felt informed and supported throughout the process. We'll be sure to share your kind words with Loise and the team, as recognition like this means a great deal. We appreciate you taking the time to leave such thoughtful feedback. All the best, The ClassPass Team
Awful customer service!!!!!!!!! There should be a number to talk with them. Their chat and their email are useless. I have a issue since this morning and no one is answering me in the chat!!!
Hi Rojin, We're sorry to hear about your experience. We understand how frustrating it must have been to need assistance with an urgent issue and feel unable to reach someone for help. We appreciate your feedback regarding our support channels and response times. We know how important timely assistance is, and we're sorry that this experience left you feeling unsupported. We'd like the opportunity to look into this further and better understand what happened. Please contact us at ClassPass Contact and include "Trustpilot Review" so our team can review your case and assist you directly. All the best, The ClassPass Team
My chat with the AI was just awful. I repeated my request several times and they kept asking me the same questions. A simple request for refund was only resolved when the human agent got the call, which should have happened much before I wasted so much time with the AI.
Hi Marcelo, Thank you for taking the time to share your feedback. We're sorry to hear that your experience with our AI support was frustrating and required you to repeat your request multiple times before reaching a resolution. We understand how disappointing it can be when a simple request takes longer than expected, especially when you're seeking assistance with a refund. We're glad that once you were connected with a member of our Customer Experience team, your issue was resolved successfully. Your feedback regarding the support experience is important to us, as we're always looking for ways to improve how we assist our members and ensure they can get the help they need as efficiently as possible. Thank you again for sharing your experience with us. All the best, The ClassPass Team
Please change back my country to Australia,I don’t want to pay Singapore dollars to add credits .
Hi Hester, Thank you for your feedback. We're sorry to hear that you've experienced difficulties with your account settings and pricing after your country changed. We understand how frustrating it can be to see charges and credit purchases displayed in a different currency than expected, especially when you'd prefer to continue using your account with Australian pricing. We'd like the opportunity to review your account and location settings more closely. Please reach out to us at Contact ClassPass and reference "Trustpilot Review" so our team can investigate your account and assist further. All the best, The ClassPass Team
Brian was empathetic and considerate of my concerns!
Hi LJ, We're glad to hear Brian was able to support you with empathy and consideration while addressing your concerns. Thank you for sharing your experience. All the best, The ClassPass Team
Hi Ayline, We're glad to hear our team was able to provide the help you needed. All the best, The ClassPass Team
I’m totally disappointed about the app and also call center. I paid a lot because of the unexpected pop up and they didn’t refund me they didn’t even give a proper call center service.
Hi Elif, We're sorry to hear that your experience left you feeling disappointed. We understand how concerning it can be when charges don't align with your expectations and when the support experience doesn't provide the clarity or assistance you're looking for. 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 concerns in detail and assist you further. All the best, The ClassPass Team
Great customer service. Very reactive and helpful.
Hi Ines, We're thrilled to hear we were able to provide you with such helpful and reactive support. All the best, The ClassPass Team
Hi there, We're thrilled to hear that Jechinta was able to provide you with such helpful support. All the best, The ClassPass Team
Jacinta gets 5 stars. This is not about her. The stupid trial algorithm has caused me annoyance and frustration. Stop tracking people and just let us book any place one time. Again, tracking people is getting out of hand.
Hi there, Thank you for sharing your feedback. We're glad to hear that Jacinta provided excellent service and made a positive impression during your experience. At the same time, we're sorry to hear that you found the trial eligibility process frustrating. We understand how disappointing it can be when restrictions prevent you from booking a class you were hoping to attend, and we appreciate you sharing your perspective on how the experience could be improved. Your feedback regarding the booking and trial experience is valuable, and we'll make sure it's shared with the appropriate teams for review. Thank you again for taking the time to share your thoughts and for recognizing Jacinta's support. All the best, The ClassPass Team
They responded very quickly, were understanding of my situation, and resolved my issue right away. The whole process was smooth and hassle-free. I really appreciate their excellent customer service. Thank you!
Hi Alice, We're glad we could help resolve your issue quickly and that the process felt smooth and hassle-free. That's exactly the experience we aim to provide. All the best, The ClassPass Team
The agent was super accommodating and understanding. Was able to get a solution and the agent was very kind about it.
Hi Vaishali, Thank you for your kind feedback! We're delighted to hear that the agent was so accommodating, understanding, and able to find a solution for you. Providing compassionate, customer-focused support is always our goal, and it's wonderful to know that the interaction left you feeling supported and valued. We're especially pleased that the process was handled with kindness and care. Thank you for taking the time to share your experience with us. We truly appreciate it! All the best, The ClassPass Team
This is the most amazing app have ever created. You can use anywhere anytime. There so many options that will be impossible you don’t want to workout. Also the costume service is incredible and very helpful!!!
Hi Dayse, Thank you so much for your amazing feedback! We're thrilled to hear how much you love ClassPass and that it's become such a valuable part of your routine. One of our favorite things about ClassPass is the flexibility to book classes and experiences wherever and whenever it works for you, so it's wonderful to hear that you're enjoying the variety of options available. We're also delighted to know that our customer service team has been helpful along the way. Providing outstanding support is just as important to us as providing great fitness and wellness experiences. Thank you for taking the time to share your kind words. We're so grateful to have you as part of the ClassPass community! All the best, The ClassPass Team
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