Momence is a platform for studios, gyms, spas, and dance schools. Put your backend admin on autopilot and get back to doing what you love most. Momence was built to help you create bespoke experiences for every single one of your customers. We help automate your manual tasks, from taking bookings, to closing new leads, to converting intros into members, to nurturing members who are at risk of cancelling. Momence is versatile yet unique to your type of business: one software that consolidates multiple softwares into an easy-to-use platform.
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Is momence.com legit?
momence.com (momence.com) has a 4.2 out of 5 rating on OK.one, based on 104 user reviews collected here. It is listed under Electronics & Technology and its reputation is good. 78% of reviews are 4 stars or higher and 16% are 1 star; The business has replied to 100% of negative reviews; Reviews mostly discuss Customer service, User experience. Last updated 2026-09-04.
What reviewers say
AI generated
Reviewers had a great experience with this company. Customers frequently praise the support team for providing fast, polite, and incredibly helpful responses to all kinds of technical questions. People also mention that the platform is intuitive and very easy to navigate, saving a significant amount of time for busy users managing daily operations.
However, some people mentioned that getting assistance through support channels could occasionally take a very long time or prove quite difficult. A few other people also felt that the onboarding process was poorly handled, leading to notable frustration and issues with getting started properly.
Auto-generated from all reviews of this business. For reference only.
Responded quickly. Communication was friendly and professional. Problem resolved accurately on first response. Friendly follow-up to ensure the problem was resolved
Reply from momence.com2026-07-13
Hi Rob, thank you for your kind feedback! We're happy to hear that your issue was resolved quickly and accurately, and that you found our team's communication friendly and professional. Following up to make sure everything is working as expected is something we strive for, so it's wonderful to know that stood out. We appreciate your support!
We went with Momence for a pilates studio back in March. During onboarding we had issues with Stripe (no fault of Momence's) and had to cancel after 2 days as we needed a solution urgently for the studio opening. The cancellation wasn't handled particularly well but got there eventually and assured no further payments due. 3 months later, Momence take almost £500 out of my account. I have been chasing them for a week now and no one is getting back to me. I have called 2 account managers directly, raised tickets with support, replied to emails I received previously and still no response.
Reply from momence.com2026-07-13
Hi, thank you for sharing your experience, and we're very sorry to hear about the frustration this has caused. We understand how concerning an unexpected charge is, especially if your cancellation was confirmed. This is not the experience we want anyone to have.
We'd like to investigate this as quickly as possible and make sure it's resolved.
If you haven't already, please reply to your existing support ticket with the best contact details for you, or send us your ticket number so we can escalate it with our team right away. We appreciate your patience and the opportunity to make this right.
Thank you for your review, Jon! We're glad to hear you had a quick and helpful support experience. We appreciate you taking the time to share your feedback!
Santi is precious. Very prompt and super efficient in sorting out any issues or problems you may have.
I was awaiting resolution to my issues but keep getting pushed around until Santi getting in.
And walla- all sorted in a matter of minutes.
Thank you Santi
Reply from momence.com2026-07-06
Thank you so much for your kind words, Neeta! We're thrilled to hear Santi was able to step in, quickly resolve your issues, and turn your experience around. We'll be sure to share your feedback with Santi—they'll really appreciate it. Thanks again for taking the time to leave a review!
Angie was a patient and helpful support. Thank you for the experience!
Reply from momence.com2026-07-06
Thank you for your kind review, Elizabeth! We're so glad Angie was patient and helpful throughout your support experience. We'll be sure to pass along your feedback to her. Thanks again for taking the time to share your experience!
Thank you for your kind words, Alisa! We're delighted to hear you had an amazing customer service experience. We appreciate your support and look forward to continuing to help whenever you need us.
Thank you for your feedback! We're glad you found everything easy to understand and focused. We appreciate you taking the time to share your experience.
I learned something new about how to uncancel a class. Halle was very helpful offering written directions & screenshots!
Reply from momence.com2026-07-01
Thank you for your kind review! We're so glad Halle was able to help you learn something new and that the written instructions and screenshots made the process clear. We'll be sure to share your feedback with her!
Simple use for fitness studios, highly recommend. Does glitch however
Reply from momence.com2026-07-01
Thank you for your recommendation and for sharing your experience! We're happy to hear Momence has been simple to use for your fitness studio. We also appreciate you mentioning the glitches—feedback like this helps us continue improving the platform.
Abysmal - Run run run
I've used Momence for 15 months. A copy-paste of my feedback upon cancelling:
"The company has clearly spent more money investing in AI bots passed off to be real people (we can tell) to deal with its customers (less efficiently) than actually sorting out bugs in the software. The customer service is truly appalling, but you already know that from your Trust Pilot reviews (the real ones, not the bots).
I have been charged for marketing and sequencing software add ons which have not worked. The basic premise of Meta integration has failed for me, so the sequences are also useless to me if I don’t have automatic lead integration. I’ve had to continue using an external provider for the marketing sequences to avoid infracting GDPR laws. When I asked for a refund while you are sorting out the Meta integration bugs, that was declined. I have thus used your marketing and sequence software as an almost 200$ a month glorified post it system. I’ve lost leads accordingly.
After you double charged me for the marketing suite, I still haven’t received my reimbursement.
You falsely advertised your marketing pack as 100$ a month making it understood that it would include the sequences. Logical - that’s what a marketing pack should do. When I found out that it was just for a CRM straight out of 2015 that won’t update automatically (and has bugs with the Meta integration), I wanted to scream. The 75$ upsell afterwards to set up sequences was truly insulting, and if I had the time or energy to audit it, I would be willing to bet it’s verging on illegal under European consumer law.
The account creations are too complicated. No one in their right mind wants to create an account for a software with a random yoga studio pr gym and enter their email address twice, password twice, and who knows what else. It’s not 2010 anymore. I signalled this to you a year ago and nothing has been done. I’ve been reduced to using a Stripe link to close sales as I was losing them with you.
There is no communication within your teams between the tickets and the “feedback”. Tickets are feedback and that you would think differently shows how ridiculous your company is. You expect your clients to do double the work whilst still shelling out a fortune to you. Your AI should be able to do this for you but it’s yet another thing that has been set up in a substandard manner.
The cherry on the cake is that some my clients are no longer even receiving the automatic emails with their Zoom links.
My tickets have been endless, and practically none of them have been dealt with satisfactorily. Not a reply when half of the answers are AI bots passed off as humans (and not just when you say it’s your bot Fin). I don’t have the patience nor the energy to submit another ticket for this last issue.
The one time I got an immediate answer from your support was when I asked for my contract which had conveniently disappeared from the contact window when my engagement period was over. The response was asking me why I wanted my contract.
This is case study pushing your clients too far and then being surprised when they jump ship. Your competition knows this and every single competitor I’ve spoken to is negotiating hard to get my business when you’re refusing to reimburse me for a suite that doesn’t work. My savings on fixed fees will amount to over 200$ a month (50% of what you’re charging) and the commissions everywhere else are better. All of this for better software and better customer support."
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Their response:
"I'df also want to sincerely apologize for the experience you have had with Momence. It is clear from your message that we have fallen short of your expectations in several critical areas, from the Meta integration and email delivery issues to our customer support and account creation process. I can certainly understand your frustration, especially regarding the technical issues and the feeling that your feedback hasn't been heard or addressed by our team.
I also acknowledge your request for a full reimbursement of the fees paid for the marketing and sequences suites, as well as the outstanding double charge you mentioned. Our billing department will be looking into this immediately to ensure this is reviewed and handled appropriately.
We appreciate you taking the time to provide such detailed, honest feedback, even in your frustration. We are taking your comments regarding our AI systems and team communication to heart as we work to improve."
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As of today, my demand for a reimbursement for the non-functioning marketing suite has still been refused and my reimbursement for a double charge still hasn't come through (over two weeks later), my bank can't find it and Momence is still doing nothing to help.
Reply from momence.com2026-06-15
Gabriel,
Thank you for taking the time to share your experience. We are genuinely sorry to hear that your time with Momence left you feeling unsupported and frustrated.
Your review raises several serious concerns, including the performance of our Marketing and Sequences products, Meta lead integration, billing issues, email delivery, onboarding friction, and your interactions with our support team. We understand how impactful these issues can be, particularly when they affect lead generation, customer communications, and day-to-day operations.
We also recognize your concerns regarding the double charge you referenced and the delays surrounding reimbursement. Billing matters should be handled clearly and promptly, and we understand why this situation has added to your dissatisfaction.
We have shared your comments internally with the relevant teams, including Product, Support, and Billing, so they can review the concerns you have outlined and evaluate where improvements are needed.
We understand that trust is earned through action, not words, and we regret that we did not provide the experience you expected. Thank you again for your candid feedback, and we wish you success with your business going forward.
Led explained every step to resolve my questions. The only issue was when I was trying to contact via chat it seemed like it was glitching.
Reply from momence.com2026-06-15
Thank you for your review! We're glad to hear that Led was able to clearly explain each step and help answer your questions.
We also appreciate you bringing the chat issue to our attention. We're sorry to hear you experienced glitches while trying to reach us, and we'll share this feedback with our team as we continue working to improve the support experience.
Thank you for choosing Momence, and please don't hesitate to reach out if there's anything else we can help with.
Rubbish company who steals customers money and don’t pay them back so keep away from them. Took 3 weeks to get a refund and still no refund on account just receipt which they created by themselves so don’t think I will see my money back. Sent a huge email with no actual information regarding problem and I believe AI done it
Reply from momence.com2026-05-27
Hi Katerina, we're sorry to hear about your experience and understand how frustrating delays and unclear communication can be, especially when it comes to refunds. We appreciate you bringing this to our attention. We'd like to look into this further and make sure you receive clear information about your case — please reach out to us directly at [email protected] with your account details so our team can investigate and assist.
Lawrence was kind and patient. He was not quick to end the chat and made sure I had what I needed and a snapshot so I would know going forward too. The best!
Reply from momence.com2026-05-27
Hi Tina, thank you for your thoughtful review! We're so glad Lawrence was kind, patient, and took the time to make sure you felt fully supported. Providing clear guidance and going the extra mile is exactly the experience we strive for. We’ll be sure to share your kind words with him!
This company has the best software but customer service went down and I had a lot of issues with billing after I had left, but really the best software out there
Reply from momence.com2026-05-27
Hi Ruby, thank you for sharing your honest feedback. We're glad to hear you value the software, but we're sorry your experience with customer service and post-cancellation billing did not meet expectations. We take concerns like these seriously and appreciate you highlighting them — feedback like yours helps us improve. Thank you again for taking the time to share your experience.
Really prompt solution. I accidentally deleted a customer but we found them on the system again
Reply from momence.com2026-05-27
Hi Valerie, thank you for your review! We're happy we could help locate your customer record and get things sorted quickly. Accidents happen, and we're glad the team was able to provide a prompt solution. Thanks again for your kind words!
Momence has been a game changer for our business. It is very easy to use, user friendly for clients and the support is very helpful and readily available.
Reply from momence.com2026-05-12
Thank you so much for your kind words! We’re thrilled to hear that Momence has been a game changer for your business and that both you and your clients are having a smooth experience with the platform. Our team works hard to provide helpful, accessible support, so it means a lot to hear that reflected in your experience. We appreciate your support and look forward to continuing to grow with you!
Momence is great! Great customer support and software is excellent
Reply from momence.com2026-05-04
Thanks so much for the kind words! We’re really glad to hear you’re enjoying both the platform and the support experience. If there’s ever anything we can do to make it even better, don’t hesitate to reach out—we’re always here to help.
We have been Momence customers for 2 years. Their product and customer service have gone downhill since they were bought out by venture capital in 2025. They downgraded our account for no reason and it has been a nightmare to get it fixed. We are paying $400 a month and can't use the product. They are taking out money and none of the features are working.
Reply from momence.com2026-05-04
We’re really sorry to hear about your experience—that’s not the level of service or reliability we aim to provide. We’d like to get this fully resolved for you as quickly as possible—please reach out to us directly at [email protected], and we’ll make sure the right team prioritizes your case and follows through.
I've been in the fitness industry for 10 years and have used several studio management platforms. Momence has good bones, but a recent experience exposed serious gaps in both software reliability and customer support — and this is not the first time I've encountered issues with the platform.
On the positive side: at $250/month it's priced fairly for what it offers. The software is straightforward to learn, and once you know the backend it's easy to navigate. Class booking works well for my needs, and the custom intake questions are genuinely useful for segmenting a diverse client base. As a site plugin it looks clean — though it does redirect clients to an external booking page that feels inconsistent with the rest of the site experience.
Where Momence fell short was in a critical moment. A payment capture failure caused transactions to appear successful at checkout while nothing was actually collected on the studio side — yet the charges appeared on my clients' end. A failure my staff had no way of detecting. I was sent around a support loop that lacked urgency and required multiple tickets just to reach the correct departments.
The issue took over a week to resolve with no proactive communication. I was contacted by 10+ different support agents with no continuity — even after ticket consolidation. Once resolved, I was advised to re-approach my clients a week later to collect payment, with no explanation of what went wrong. When I submitted a documented damage claim, the billing team responded with a fixed offer, refused escalation, and closed the conversation.
For a platform whose core function is processing payments, this fell significantly short. Studio owners evaluating software should factor in how a platform handles failures — not just how it performs when things work.
Reply from momence.com2026-05-04
Thank you for sharing this detailed feedback. We’re truly sorry for the frustration this situation caused, especially around a payment issue that impacted both your clients and your team. This isn’t the experience we want for any studio, and we take your concerns about communication, ticket continuity, and resolution speed very seriously.
We’d really appreciate the chance to review your case more closely and make sure everything has been fully addressed. If you’re open to reconnecting, please reach out to us at [email protected] with your studio name so we can take a closer look and assist you directly.
Thank you again for taking the time to let us know what happened.
I have been with Momence since October of 2024, and since day one, I have loved the software, the support, and the growth in our studio community!
The software itself feels intuitive to use, in particular creating class templates and the scheduling interface. And their OnDemand component is just fantastic.
On the support side, we have had almost every question answered, and all issues resolved. Most recently, Laura Sofen went out of her way to get a major issue resolved for us - I have never experienced such outstanding support from anyone in a company and as a result, we will be with Momence forever. :)
To get the most out of the Momence experience, I suggest being clear about your business model and needs, and when on-boarding, be sure to ask what integrations and features best match your business. No universal software can cover all the specifics of your model, but Momence gets pretty close! So ask lots of questions and they will help you curate software to support your studio.
Reply from momence.com2026-05-04
Thank you for such a thoughtful and detailed review! We’re thrilled to hear that the platform has supported your studio’s growth and that features like scheduling and OnDemand have been valuable. We’ll be sure to pass your kind words along to Laura—she’ll really appreciate it. Your advice to other studios is spot on as well, and we’re grateful to have you as part of the Momence community.
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