Wellhub

Hi Laura, thank you for sharing your feedback. I’m sorry to hear you had a frustrating experience getting answers from our support. We’ve sent you an email with detailed information about your questions. Please feel free to reach out if you have any questions—we’re ready to assist. If you need further help, you can also contact us via direct message on Instagram (@wellhub) or X/Twitter (@wellhubhelp), and we’ll be happy to support you.

Hi Larry, thank you for sharing your feedback. We're glad you appreciate the flexibility of the Wellhub app. Since we collaborate with thousands of independent fitness providers, each gym might have a unique check-in and sign-up procedure based on its own system. This aspect is beyond our direct control, as it is up to each partner to tailor their member registration and class availability processes to best suit their operations. However, the check-in on the Wellhub app is the key part for your workout! It's a simple step tool to maximize your access and be extra practical, avoiding complicated sign ups. If you need any further assistance, feel free to reach out to us on Instagram (@wellhub) or X/Twitter (@Wellhubhelp). We're happy to help with any challenges that might affect your routine.

It's truly amazing to have easy access to your favorite gym and many others! Count on us for your workout! 🤸

Hi Will, thank you for sharing your feedback. I’m sorry to hear you had a frustrating experience getting answers from our chatbot. We’ve sent you an email with detailed information about private sessions and premium classes to help clarify things. Please feel free to reach out if you have any questions—we’re ready to assist. If you need further help, you can also contact us via direct message on Instagram (@wellhub) or X/Twitter (@wellhubhelp), and we’ll be happy to support you.

Hi Giovanna! Thank you for sharing your feedback with us. We’re glad to hear you’ve enjoyed the convenience of the Wellhub app, but we sincerely apologize for the frustration caused by your gym moving to a different tier. We know how important it is to have a consistent routine at your favorite gym. Because we partner with thousands of independent fitness providers, their plan levels can occasionally change due to updated partnership agreements or adjustments in the gym’s own offerings. We always aim to be as transparent as possible about these shifts by sending push notifications to users who visit affected gyms frequently, giving you time to explore your options. We appreciate your loyalty and understand how disappointing this transition was for you. If you’d like us to take a closer look at your account or help you find similar alternatives in your current tier, please don't hesitate to reach out. You can DM us on Instagram (@wellhub) or X/Twitter (@Wellhubhelp) if you need further help! We'd be happy to help you explore our incredible network!

Love to hear this! We're thrilled Juliana was able to get you the help you needed. ☺️

Hi Rosemarie! It is so wonderful that you’re looking to share your wellness journey with your family! I would be more than happy to help you get everyone added to your plan. I’ve pulled up this step-by-step guide to make the process as easy as possible for you: View the Family Setup Guide here: https://helpcenter.gympass.com/en-us/articles/9741915583379 If you run into any trouble or just have a few questions while you're setting things up, please don’t hesitate to reach out! We’re here to help you every step of the way. You can find us at our Help Center, or feel free to send us a DM on Instagram @wellhub or Twitter/X @wellhubhelp.

¡Hola, Raul! Gracias por hacernos llegar tus comentarios. Lamentamos cualquier confusión respecto a la facturación. Queremos aclarar que, debido a nuestro modelo de suscripción corporativa, Wellhub emite las facturas directamente a las empresas con las que mantenemos el acuerdo comercial, ya que ellas son nuestros clientes directos. Por este motivo, la emisión de facturas legales está reservada exclusivamente para la entidad empleadora y no se emiten facturas individuales a los usuarios finales. Entendemos que esto puede ser diferente a otros servicios, pero operamos de esta manera para integrarnos correctamente con los beneficios corporativos de tu empresa. Si tienes alguna duda sobre los cargos en tu método de pago personal o necesitas un comprobante de pago (recibo), puedes consultarlos directamente en la sección "Facturación" de tu aplicación. Si necesitas más ayuda con este tema, puedes escribirnos por mensaje directo en Instagram (@wellhub) o en X/Twitter (@Wellhubhelp).

Thanks for the information, David! We are truly sorry for your experience with our bot and to hear about the frustration caused by the missed check-in fee. To help maintain a fair booking system for all members and our partner gyms, we do require a check-in via the Wellhub app for all scheduled classes, as individual studio systems don’t automatically sync with ours. We know it can be easy to forget when you’re focused on your workout, so we recommend enabling push notifications in your app settings to receive helpful check-in reminders! Regarding your experience with our support team, we understand your concerns and truly appreciate you bringing this to our attention. Alternative to our main chatbot, we have other channels for customer support, so you are more than welcome to contact us by sending a direct message to us on Instagram (@wellhub) or Twitter/X (@wellhubhelp). We're always happy to assist!

Hi Laura, We're so happy to hear about your great experience with Wellhub! Helping you enjoy different gyms and classes is exactly what we strive for. Keep up the fantastic work on your fitness journey, and count on us to support you every step of the way! 😊

Hello. We would love to help, but we were unable to locate your account with the information provided here. We have just requested more details through the Trustpilot tool (look for an email labeled 'Request Information'). Once you do, we'll be happy to look into your case closely and help resolve any particular issue. Therefore, while we don't have phone lines, our digital support team is ready to help as soon as possible. Thank you!

Love to hear this! We're thrilled Lorenzo was able to get you the quick help you needed. ☺️

We’re thrilled to hear your issue was solved immediately. Thanks for the kind words! ☺️

Hi there, thank you for sharing your honest feedback. We're truly sorry for the technical frustrations you’ve experienced and the disappointment regarding your favorite gym’s tier change. We know how much a routine matters, and we hate that you had to turn back from a workout. Regarding the changes: our gym partners occasionally update their requirements, which can cause a shift in tiers. We try to balance these updates to keep as many options accessible as possible, but we understand that a sudden change can feel unfair. We want to ensure you still get the most out of Wellhub. Our network offers a vast range of partner locations, digital training, and virtual personal training. We encourage you to explore the other fantastic wellness options available within your current plan in the Wellhub app. We're confident you'll discover new favorites! If you'd like to continue accessing your preferred gym, you can easily upgrade your plan at any time through your account settings. However, we’d also love the chance to help you find a new favorite within your current plan—please reach out to us at our Help Center or via our social media channels on Instagram (@wellhub) or Twitter/X (@wellhubhelp) so we can assist you personally!

你好！ 非常感谢你与我们分享你的购物体验。Juliana 能帮到你我们真的很开心，我们一定会把你的感谢转达给她！😁❤️

Hi Derrick, We love to hear this! 😍 Thank you so much for the kind words. We're thrilled to hear you're loving the access our plans provide and that the variety and value are hitting the mark for you. Thanks for being part of the Wellhub community, enjoy your next workouts! 🤸🏋️‍♀️

嗨 Daniel，感谢你与我们分享你的反馈。我们的目标是确保能够继续提供高质量的全面健康网络。通过扩展我们的服务，即使在 Starter 层级也包含更多健身房、工作室和优质健康应用，我们旨在为你提供尽可能丰富的选择和价值，支持你的健康之旅。 我们非常重视你的会员身份，希望确保你选择的是最适合你需求的方案。如果你希望价格更稳定可预测，可以考虑我们的年度订阅，可以锁定12个计费周期的费率。如果你有任何关于账户的具体问题，或想了解其他方案选项，欢迎通过 Instagram (@wellhub) 或 X (@Wellhubhelp) 私信我们，我们很乐意帮助你！

听到这个我们太开心了！Derek，谢谢你分享你在 Wellhub 的积极体验 😍 很高兴听到你充分利用了家附近的健身房网络。 享受你的锻炼吧！🏋️‍♀️

Thank you for this fantastic review, Clifton! We are so proud to partner with companies like Morgan Stanley to make premium wellness accessible. Hearing 'Wellhub has changed my life' is the best news we could get! 🧡 We are so glad you’re taking full advantage of your Wellhub benefit to explore amazing partners like LifeTime and Cobalt Cycling. Thank you for being such a great advocate for wellbeing in your workplace. We look forward to continue supporting your wellness journey!

Thank you for providing that information, Ellie! We’ve confirmed that the technical issues at both The Gym Group and Everyone Active are now resolved. It’s great to see your recent successful check-ins at Everyone Active! The Gym Group also noted that the induction has been finalized, so you shouldn't encounter any further issues. If you need any extra support with any partner in specific, we're glad to help! Please don't hesitate to contact our Help Center [https://helpcenter.gympass.com/en-gb] or or send us a message on Instagram @wellhub or Twitter/X @wellhubhelp. We're here to help!