Wellhub

Thank you for the amazing feedback, Noah! We're glad to hear you're enjoying the variety of options available through the app. We’re thrilled that Wellhub is making it easier for you to maintain your healthy routines! 🧗‍♀️

Hi Cindy! Reading this absolutely made our day! 💙 We’re so glad Wellhub is helping you stay consistent with your favorite studios. That truly is the best feedback we could ask for! Don't worry, we aren’t going anywhere, we’re just getting started. Thanks for being such an awesome part of the Wellhub community! 😍

Hi Leia, we are truly sorry to hear about the stress and frustration you’ve experienced with our check-in process. We understand how disappointing it is to be penalized when you’ve actually attended your class, and we want to help make this right. Our check-in policy is designed to ensure fair access to classes for everyone, but we know technology isn't perfect. If an app glitch prevented you from checking in, please take a screenshot or send us any evidence of it and our team can investigate this and look into reversing any booking holds once we verify your attendance. To make things easier in the future, please keep in mind that you can check in through the app up to 30 minutes after your class ends, which helps if you're in a rush at the start. While we don't offer phone support at this time, we have a dedicated team available via Live Chat in our Help Center (https://helpcenter.gympass.com/en-us) to assist you in real-time. You can also send us a DM on Instagram (@wellhub) or X/Twitter (@Wellhubhelp) with your account details, and we’ll be happy to look into your case personally.

Thank you for the wonderful feedback! We're glad to hear you're enjoying the variety of options available through the app. We’re thrilled that Wellhub is making it easier for you to maintain your healthy routines!

Hi Lynn, We are truly sorry to hear that you've had a negative experience and have encountered difficulties in reaching our team. Please know that we are here to help and would love to resolve this for you as soon as possible. You can contact us through our Help Center at https://helpcenter.gympass.com/en-us/contact. Alternatively, you can reach out to us by sending a DM on X @wellhubhelp or Instagram @wellhub, or if you prefer, you can simply reply to the information request we have sent you via Trustpilot. We look forward to hearing from you and getting everything sorted out.

Hey there, Luke! We apologize for the confusion regarding your last day of access. Because Wellhub operates on a global schedule, all plan cancellations occur at midnight GMT. Due to the time difference with EST, this can occasionally cause memberships to transition in the late afternoon or evening of the final day. We completely understand how disappointing it is to miss that last workout, and we truly appreciate your feedback as we work to make these transitions clearer for our members.

Hi there, Patrizia. Thank you for sharing your feedback. We're sorry to hear about your experience with our partner, Crunch. To help you get into those classes, please note that Crunch handles their own class registrations directly. Once you’ve secured your spot with them and completed your Wellhub check-in at the club, you’re all set to go! I can see that our team has sent you an update regarding your case with these details. We want to make sure you can enjoy every feature of your membership. If you have any other questions, please don't hesitate to reach out to us again at our Help Center at https://helpcenter.gympass.com/en-us, or send us a DM on Instagram @wellhub or Twitter/X @wellhubhelp.

Hi Bikal, we sincerely apologise for the inconvenience you've experienced with the check-in process at The Gym Group. This specific partner has their own rules for check-in that need to be followed to ensure you can access the gym without any issues. To use The Gym Group, please follow the steps outlined in the video provided: https://www.youtube.com/watch?v=Ra4PhaE-jEE. Please note that you must be physically present at the gym to check in. Once the check-in is complete, the fill form will appear in your Wellhub app. After receiving your PIN, please allow up to 5 minutes for it to become active. If your PIN does not work, please contact The Gym Group directly at: [email protected]. We trust this will assist you in accessing the gym smoothly and enjoying your workout sessions. If you need any further assistance, please don’t hesitate to contact us via direct message on Instagram (@wellhub) or X/Twitter (@wellhubhelp), and we will be happy to assist you.

Hi Richard, after checking your details, we have confirmed that your account is a Family Plan. As previously mentioned by our support team, it is necessary for the main account holder to contact us directly. Since family plans are managed by the primary account, they must be the ones to initiate the request. Please have them reach out to us via the Help Center at https://helpcenter.gympass.com/en-us/contact or via our social channels: Instagram @wellhub or X @wellhubhelp, and we will be happy to look into the case immediately.

Hi Patricia, thank you for sharing your feedback with us. We truly understand how frustrating it is to be blocked from booking classes, especially when you’ve already checked in at the studio or faced travel delays beyond your control. At Wellhub, the requirement to check in via our app is how we validate your attendance and ensure our partners are compensated correctly, as our systems are separate from theirs. We know this extra step can be a challenge during a busy commute, so we’ve introduced a 30-minute grace window after a class ends to help members complete their check-in even if they’re rushing at the start. Please remember that the Late Cancel or No Show recovery fee is completely voluntary, and when you reach the limit, you are still able to attend gyms and studios that don't require any previous booking. Regarding your experience with our support team, we are sincerely sorry for the difficulty you’ve had reaching a person. We want to make this right and look into your specific situation, especially if a train cancellation or app error prevented you from checking in. We have sent you a request for additional information so we can assist you properly. Please feel free to also reach out to us via DM on Instagram (@wellhub) or X/Twitter (@Wellhubhelp) so we can assist you further and help restore your booking access.

Hi Lindsey! Thank you so much for sharing your experience with us. We’re so happy that Juliana was able to help you, we’ll be sure to pass your thanks along to her! 😁❤️

Hi Lena, thank you for sharing your feedback. We are sincerely sorry to hear about the frustrations you’ve encountered regarding our service, payments, and the offboarding process. This certainly does not reflect the level of support we strive to provide our business partners, and we would like to make this right as quickly as possible. We are committed to resolving these outstanding issues and ensuring a smoother transition for your business. We've sent you a request for additional information to ensure your case is prioritized and handled by the correct specialist. We'll be waiting for you!

Hi Rhian, We truly value your long-term partnership and understand how concerning this situation is for your studio. We’ve checked internally and can confirm that you are already in contact with our support team, who are currently looking into your case as a priority. You’ll receive a personal update via email as soon as they have completed the review. In the meantime, we’ve also shared your feedback with our Partners team to make sure your concerns about the membership tier are fully taken into account. Thank you for your patience while we work on this for you. Best regards,

你好 Paola，非常感谢你的评价。我们很高兴能帮到你，一定会把你的话转达给 Martina ❤️

Hello Yuri, thank you very much for your review. We are happy to have helped you, and we will be sure to pass your kind words on to Juliana! ❤️

Thank you for the fantastic feedback! We are very pleased that our team’s follow-up helped resolve your registration hurdles. Customer satisfaction is our top priority, and knowing our leadership made a difference for you is wonderful to hear. We're glad to have you with us at Wellhub! 🤗

你好呀！ 非常感谢你的好评！😍 听到 Wellhub 受到全家人的喜爱，我们太开心了。 你已经在工作附近找到了方便的地方，真棒！有空的时候，一定要去探索一下合作应用，还有更多精彩内容等你发现！ 欢迎来到社区，享受锻炼吧！:)

We love to hear that, and we couldn't agree more! The YMCA is such a staple in the community, and we’re thrilled that your membership is making it so accessible for you. ✨ Don't forget that your plan also includes a variety of wellness apps and other local partners to keep your routine fresh. Thanks for being part of the Wellhub community!

非常感谢您给予的五星好评！得知Juliana能够提供快速、令人安心的支持，我们感到非常高兴！

Hi Pamela, We are truly sorry for the stress and frustration you’ve experienced. We want to clear up some misunderstandings regarding our policies. When a Late Cancellation or No Show occurs, the system may temporarily limit your ability to book future classes. However, paying the fee is optional: it is only required if you wish to instantly restore booking privileges. Even without paying, you can still use your plan for walk-in visits to any gym in our network. We have verified that you are already in contact with our support team, who are currently reviewing your case to provide further assistance. They will be in touch with you shortly to help resolve this :)