Frequently Asked Questions

• Blocked account

  Your account could be blocked for one of the following reasons:

  1. You have attempted login with incorrect credentials multiple times
  2. You have used a gym's computer or Wi-Fi to access Gympass
  3. Your mobile device has been used to log in to multiple Gympass accounts
  4. You have gone too long without a login with Gympass

  If your account is locked or blocked, you can attempt clearing the cookies and cache from your browser history to resolve the issue. If the problem persists please contact our Customer Experience team.

• Reset your password

  If you can't remember your password you can always request a reset from the login page:

  1. Head to the login page and enter your email
  2. On the password page select Forgot your password? from the options underneath
  3. Enter the email linked to your Gympass account and you'll then receive an email with a link to reset your password

  Remember your password must be at least 8 characters with at least one uppercase letter, one lowercase letter and either numbers or symbols.

• How do I pause my plan?

  To pause your plan, simply log into your Gympass account and click on Manage plan:

  • At the bottom of this page, select Pause plan
  • Here you'll find our FAQs, click on Select return date to continue with your pause
  • Select the date you wish for your plan to resume
  • Once you select the return date, your pause will be confirmed.
  • It will begin the next day and you'll receive an email confirmation.

  When your plan is paused, you'll receive a pro-rated credit in your Gympass account on any days you've paid for but are unable to use. This credit will go towards your first monthly payment when your plan resumes. This means you won’t lose money if you decide to pause in the middle of your month.

• How often and how long can I pause my plan for?

  You can pause your plan once every 6 months. When pausing, you can pause for a minimum of 15 days up to a maximum of 90 days.

• Can I pause my family members as well?

  At the moment we're working hard so you’ll be able to pause your family members from your account in the near future.
  
  In the meantime, if you’d like to pause your family members plans, please reach out to our customer team.
  

• Can I change or cancel my plan while it’s paused?

  Once your pause is confirmed, all action on your account will be automatically frozen. This means you won’t be able to manage your plan or make any changes to it. If you require any assistance, please reach out to our customer team.

• What is Gympass Wellness?

  We know that taking care of your health and wellbeing doesn't always mean going to the gym. Sometimes your options may be limited, or you might prefer to work out from the comfort of your own home. Maybe exercising isn't your thing altogether and you prefer to focus on nurturing healthy habits instead. With Gympass Wellness, the choice is yours.
  
  Gympass Wellness is a digital platform offering a variety of services and products, from online workouts such as running, spinning, yoga, HIIT, and many more to tailored nutritional plans and even meditation. Our partner network is also growing every day to offer you as much variety as possible.
  
  Gympass Wellness is included in your Gympass plan. The apps available for your use will be determined by your Gympass plan tier.
  

• How can I sign up?

  To join Gympass Wellnes:

  • Access our website and log in to view our partners and the Gympass Wellness offer.
  • Gympass Wellness is included in your active plan. You will be able to see all the apps included within your plan and the steps you'll need to follow to subscribe to each one
  • You will also receive an email with your subscription information. Save it, you'll need it to request support from us if necessary
  • Please note that you must have an active plan with Gympass to use this service.

  If you're using 8fit with Gympass Wellness please also ignore the activation page that mentions 3 months free as this is not a valid offer with Gympass.
  

• Can you use Gympass Wellness without an active Gympass plan?

  All Gympass Wellness members must have a paid and active plan with Gympass in order to use the service, so if you don't have an active plan you won't be able to use it.

• How can I use the different partner apps?

  There are detailed step-by-step instructions for each app on our website. You must subscribe to each partner in order to use their services
  
  If you have any issues activating an application, please don't hesitate to reach our team at help.wellness-uk@gympass.com for assistance.

• How many apps can I use on Gympass Wellness per month?

  You are free to use the full range of applications offered at any time. You also have complete freedom to change applications as much as you like, so you're not locked into using just one.
  
  We're working all the time to increase the offering of partner applications on Gympass Wellness.