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ClassPass Customer Service: How to Get Help Now

Last updated: June 25, 2019
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ClassPass is a popular way to avoid paying for multiple studio and gym memberships and just pay one price for a membership to the gyms and fitness studios in your area. A ClassPass membership is available around the United States and in countries like Canada and the United Kingdom.

If you’re interested in everything from yoga to kickboxing, a ClassPass membership could save you a lot of money. But what do you when you have a question or concern? How do you reach ClassPass customer service? Is there a phone number you can call or is email support better? Should you try to find the live chat or go for social media?

This article will walk you through your best options for contacting ClassPass customer service. We’ll look at whether a phone number, email support, live chat, or social media is the quickest contact method. We will even cover the most common issues and questions so you may not have to contact ClassPass customer support at all.

Why ClassPass

ClassPass Inc. is a popular subscription service that lets users find and book fitness classes. Operating in 49 cities worldwide with over 8,500 partners, ClassPass connects its members to a range of fitness experiences, including dance, yoga, Pilates, barre, cycling, running, strength training, sports, videos, and more.

For those who want to engage in a range of fitness activities on a regular basis, ClassPass can be an affordable way to avoid multiple studio and gym memberships.

ClassPass Phone Number

ClassPass does not have a customer service phone number you can use to reach someone if you have a question or concern. It’s uncommon for a company the size of ClassPass not to offer phone support, but you aren’t completely stuck. You do have other options for reaching a real human being at ClassPass.

ClassPass Email Support

ClassPass offers email support through the form on their website. In order to contact ClassPass Customer Support through the website, click on this link.

Screen Shot 2018 12 10 at 5.28.25 PM

Choose your issue from the drop-down menu.

Screen Shot 2018 12 10 at 5.28.33 PM

Once you’ve selected your issue, you’ll be able to submit a form with the following information:

  • Your email address
  • Your account email address (if different)
  • How ClassPass can help you
  • The email subject line
  • A description of your issue
  • Any attachments relevant to your issue

Screen Shot 2018 12 10 at 5.28.56 PM

Once you submit the form, someone from the customer service team will follow-up shortly.

ClassPass Live Chat

The ClassPass customer service department does not offer a Live Chat option. Your best bet for a speedy response is contacting customer care through one of their social media platforms, where you may get a speedy response to a direct message or tweet.

ClassPass Social Media

ClassPass has a presence on all the major social media platforms, so if you’re trying to communicate from your phone, social media might be a better fit.

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ClassPass Twitter

You can tweet at ClassPass on Twitter or direct message the customer support team from the ClassPass account at https://twitter.com/classpass. Public tweets seem to be responded to within a few hours during working hours and by the next day outside of typical business hours. Twitter is the most clearly responsive social media platform through which you can contact ClassPass.

Screen Shot 2018 12 10 at 5.42.20 PMClassPass Facebook

ClassPass has a Facebook business page that you can access at https://www.facebook.com/classpass. From there you can choose to directly message ClassPass your issue and hope whoever is checking the Facebook page is able to help you or at least point you in the right direction.

ClassPass typically responds to Facebook messages within a day.

ClassPass Instagram

You can also try messaging ClassPass customer care through their Instagram account on the app. You can follow the account at https://www.instagram.com/classpass/ but the messaging feature is only available on the mobile app.

ClassPass FAQ

While reaching a human being at ClassPass seems to be a complicated and slow process, ClassPass doesn’t completely ignore their customers. Instead of having a huge ClassPass customer service team, they have a fairly comprehensive database of common issues and their solutions. It seems that most customers are able to resolve their issues using the database, which you can access at https://help.classpass.com/hc/en-us.

Some of the most common questions and concerns ClassPass users have are:

What Is ClassPass?

ClassPass is a monthly fitness membership which grants you access to thousands of different classes at a range of studios and gyms in any ClassPass city.

Your plan type and city will determine the cost of your membership. As a member, you’ll be able to book classes ranging from martial arts to yoga to cycling to barre and so much more.

Can I See a List of Studios?

Yes, you can. To see a list of studios that ClassPass partners with:

  • Ensure you’re logged out of your ClassPass account (otherwise you’ll be directed to another page)
  • Go to the ClassPass homepage
  • Click on “Explore Studios” at the top of the screen
  • Enter your city name or allow the website to access your current location
  • If too many results come back, you can narrow them down by entering your zip code, selecting specific activities, or zooming in on the map. You can see the example for New York below.

Screen Shot 2018 12 10 at 6.07.53 PM

If you don’t see your favorite studio, you can submit a studio partnership request by clicking here and filling out the form.

Screen Shot 2018 12 10 at 6.08.22 PM

What are Credits?

Credits are what you use to book your classes through ClassPass. In some cities, you can also use your credits to book wellness and gym time. Your membership plan will determine how many credits you receive a month and you choose how to spend those credits.

Each class has its own credit rate which is being dynamically set based on several factors which include:

  • class time
  • studio
  • location
  • time of booking
  • studio drop-in rate
  • popularity
  • studio equipment
  • number of visits in a cycle

If you’re running short on credits, you can purchase more and ClassPass will rollover up to 10 unused credits to your next month.

Can I Attend a Class Without a Reservation?

No, you need to book your class in advance through ClassPass. If you choose to attend a class without booking in advance, you may end up paying the studio’s drop-in rate, which tends to be significantly more expensive.

On the plus side, the ClassPass mobile app allows you to book classes on the go. Many classes accept reservations up to five minutes before the class starts, so you can book your spot on your way to the studio.

What Is the Class Cancellation Policy?

The late cancellation and missed class fees will vary depending on the country and currency in which your membership is based.

  • Late cancellation fee: If you cancel your class reservation within 12 hours of class time, you will be charged a fee.
  • Missed class fee: If you miss your class reservation without canceling, you will be charged a fee within seven days of class.

In the United States, the late cancellation fee is $15 and the missed class fee is $20. You can check the rates for other countries in the image below.

Screen Shot 2018 12 10 at 6.17.12 PM

Whether you late cancel or miss your reservation, the class won’t count as one of your studio visits and your studio credits will be returned to your account.

How Many Times Can I Visit a Studio Each Cycle?

You can visit most studios on ClassPass as much as you want. The more often you visit a specific studio, the more the credit rate may increase. If that happens, you’ll receive a message explaining this. The number of classes you can attend at a studio before triggering a credit rate increase will depend on your plan.

If you need more credits, you can head to your Account Settings to purchase more or buy them as you book classes.

ClassPass Customer Support Has Room for Improvement

ClassPass doesn’t really have a lot of great options for their members or for the curious to reach their customer service team and get their questions answered and their issues resolved by a real human being.

It’s unusual for a company the size of ClassPass, but the fact that their users generally keep renewing their memberships means there either aren’t a lot of issues or that they are easily solved by checking the ClassPass FAQ database or by using the currently available means of contacting ClassPass.

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