Wellhub

Hi Andrew, We completely understand your frustration and want to clarify how our system works and why these charges occurred. We would like to gently reassure you that Wellhub can only charge a credit card that was previously linked to the app when the subscription was initially set up. As a company benefit, we created a special exception for former employees so they don't automatically lose their access, allowing them to keep their wellness routine intact despite leaving the company that originally provided the benefit. However, unless the plan is manually canceled, the monthly subscription does remain active. We would really appreciate the chance to contact you and look into this case with our team of agents, but we completely respect your decision not to share your information here. If you ever have a change of heart and would like to chat with us to resolve this, please feel free to reach out via direct message on our social media channels (Instagram: @wellhub or X: @wellhubhelp). Answering to your update: Wellhub doesn't have authority or access to your company email, nor the decision to maintain your individual access to its contents. Our goal is to focus on your wellbeing despite the loss of the company benefit. We appreciate you replying to our email, though we see that the information you provided isn't real, which still makes it difficult for us to be able to help you. If you ever want to give it another try or look into this further, please don't hesitate to contact our support team. We're always here if you need us! If you ever have a change of heart and would like to chat with us to resolve this, please feel free to reach out via direct message on our social media channels (Instagram: @wellhub or X: @wellhubhelp).

Hi Chris, Thank you so much for sharing your experience! It’s awesome to hear you're enjoying the community and the variety. Happy training and enjoy the ride! 🚀

Hi Mal, thank you for sharing your experience! We are happy to hear that you like our app, find it easy to navigate, and love the badge tracking too! 🙌 Enjoy your training!

Hi Jerry! We always strive to provide great value, but we completely understand how tier adjustments and plan updates can be frustrating when you are used to a certain routine. Our partner network and tiers can occasionally shift based on our agreements with individual gym chains to ensure we can keep offering a wide variety of wellness options. Regarding family access, our official policy states that children under 12 cannot access Life Time clubs through a Wellhub membership. To bring the little ones along, a separate, direct junior membership needs to be set up directly with Life Time. We know how important family fitness is, so we hope this clarifies how you can still get them access! You can find more details in this article: https://helpcenter.gympass.com/en-us/articles/accessing-life-time-with-gympass If you have any other questions or need further assistance adjusting your plan, please don't hesitate to reach out. You can DM us on Instagram (@wellhub) or X/Twitter (@Wellhubhelp), and we'll be happy to help you out!

Hi James, we hear your frustration and want to clarify how family accounts work. Family members have restricted control because the main account holder manages the billing and plan changes, however, you can completely check in on your own. If the app is giving you technical issues, please reach out to us with screenshots of the error so we can investigate. Alternatively, you have 30 min before and after a class to check in directly on our app. We use this method to confirm your attendance at the class. If you happen to miss it, please gather any proof of your presence and get in touch with us so we can review your situation more closely. It's also important to note that paying the fee is not mandatory to keep using the app, and you can absolutely still use it for standard walk-in check-ins. You can always send a direct message to our team on Instagram @wellhub or X @wellhubhelp during our business hours, Monday through Friday from 9:00 AM to 8:00 PM. We're here to help!

¡Hola! Muchísimas gracias por tu excelente reseña. ❤️

Hi Alex! We understand how frustrating it can be to face booking restrictions or unexpected fees, and we’d love to help clarify how this works. The check-in on the Wellhub app is required so we can properly validate your attendance and support our partner gyms. To give you some flexibility, the check-in button actually opens 30 minutes before your class begins and stays available for up to 30 minutes after the class ends, just in case you forget at the start. The "resume booking fee" is only applied if a class is missed or not checked-in via our app, ensuring that reserved spots are utilized fairly for everyone. We've sent you an email to assist you further! Please feel free to reach out to us there if you have any other questions! You can also reach out via direct message on Instagram (@wellhub) or X/Twitter (@wellhubhelp), and we will be happy to assist you.

Hi there, We are truly sorry to hear about your experience and understand your frustration regarding these charges after leaving your company. This is definitely not the experience we want you to have, and we want to help you resolve this as quickly as possible. To help us investigate your case, stop any active charges, and look into a solution for your account, please don’t hesitate to contact us through our Help Center (https://helpcenter.gympass.com/en-gb). You can also reach out via direct message on Instagram (@wellhub) or X/Twitter (@wellhubhelp). We are fully committed to sorting this out for you, and we will be happy to assist you.

Hi Kane, Thank you for your feedback. We are sorry to hear about your frustration, but after checking your case, we can confirm that our support team fully addressed your queries and provided detailed explanations on how both our booking and check-in systems operate. We always strive to offer accurate support to all our partners, but we need collaboration from your side to troubleshoot specific technical issues. If you are willing to share the required technical details, our specialized partner support remains available to assist you via our Help Center. We truly want to make your experience with us easy and smooth so that you can have an amazing journey from here on out.

We appreciate your thoughtful feedback! We are delighted to hear that our network is bringing such exceptional value to your routine. 😊

Thank you so much for sharing your experience, Denisse! We are glad that Lorenzo could help you. Keep enjoying your wellbeing journey with Wellhub, and count on us whenever you need anything else! ❤️

Thank you for your review, Sue! It’s great to know that the variety of gyms and classes near your home has been a good fit for your routine. 😊

We are truly sorry to hear about the frustration you've experienced with your cancellation and the refund process, Shannon. We understand that leaving a company is a major transition, and the last thing you need is an unexpected charge during that time. While our standard policy for prepaid monthly plans is that they remain active until the end of the current billing cycle, refund requests can be reviewed by our team. Since you cancelled immediately after the charge and are no longer with your company, we’d like to have our support team take a closer look at your account. To help us speed this up, please take a look at your inbox, as we sent you an email to gather more details to help you. We’ll make sure a member of our team looks into this manually to see how we can best support you.

Hi there, We’re truly sorry to hear about the frustration these experiences have caused you. We definitely want your time with Wellhub to be smooth and enjoyable! To help clarify how the system works: the check-in via our app is essential because it’s the only way we can officially register your attendance and ensure the studio is supported for your visit. Regarding the late cancellation, these windows are set by our partner gyms, and we always try to make them clear by displaying the specific timeframe in the app. Canceling within the allowed window ensures that another member can fill the spot and that our partners are not negatively affected. To get you back into your favorite classes, you can restore access immediately by paying the fee in the app. Alternatively, you’re still very welcome to use all our walk-in gyms and digital apps until the new month begins! We’re always here to help. Next time, please don't hesitate to reach out to us right away via our Help Center (https://helpcenter.gympass.com/en-us/contact) or a DM on Instagram (@wellhub) or X (@wellhubhelp). We’d be more than happy to look into what happened and find a way to support you. We really value your feedback and hope to make your next experience much better!

Hi James! Thank you so much for sharing your story. We totally get that change can be a bit daunting, so we’re thrilled to hear that taking the leap was worth it! We’re looking forward to being part of your wellness journey for a long time to come. Welcome to the community! 🚀

Hi Bill, thank you for sharing your feedback. We're glad to hear things are working better now. If you ever need any help, please don’t hesitate to reach out through our Help Center. You can also contact us directly on Instagram (@wellhub) or X/Twitter (@wellhubhelp), and we’ll be happy to assist you. 🤸

Hi Anthony, thank you for reaching out and sharing this with us. I’ve taken a look at your account and the conversation you had with our team regarding that promotion. On our end, the main offer running in March was the $1 plan for the first month (up to the basic plan). However, we want to make sure you’re getting exactly what was promised to you! If you have a screenshot or a copy of the promotional email you received, please send it our way—we’d be more than happy to take a look! We also hear you on the frustration of your favorite gym moving to a higher tier. I know how much that can disrupt a workout routine you love. While our partners do sometimes adjust their tiers, we’re always working hard to bring in new and exciting locations so you still have great options nearby. If you have any other questions, please feel free to reach out to our Help Center (https://helpcenter.gympass.com/en-us) or send us a DM on Instagram @wellhub or Twitter/X @wellhubhelp. We’re here to support you!

We're glad to hear Lorenzo was able to help you! We'll be sure to pass along your kind words to him. 🤸💖

Hi Jabir! Thank you for reaching out. We completely understand how frustrating it is when check-in issues get in the way of your workout. Regarding the access code for The Gym Group, please note that we are unable to provide or reset PINs from our end. You will need to contact The Gym Group directly via their support portal here: https://support.thegymgroup.com/support/tickets/new. If there is anything else we can assist you with in the meantime, feel free to reach out via our Help Center or our Instagram (@wellhub) and X (@wellhubhelp) channels!

Thanks for taking the time to share your experience! It’s fantastic to hear that booking and checking in is going smoothly. We love seeing you make the most of your wellness journey!