ClassPass has been forced to dispel myths about credit hikes after speculation that exercise classes have dramatically increased in credits due to individual booking behaviors.
Credits are needed to book a class or appointment and the amount needed varies by reservation type, location, popularity and time.
In recent weeks, subscribers have complained online after noticing a rise in the number of credits needed to rebook workouts they had already tried and liked.
Venting their frustrations on the business review website Trustpilot and Reddit, one user claimed that the number required for one of their preferred classes had doubled.
'I've been using this app for two months now and have found places and classes I really enjoy. Has anyone noticed ClassPass increasing the credit of a class you frequently book?
'I used to spend seven credits for a Sunday class at 11 am. I’m trying to book for my fourth session, and it jumped up to 14.'
Another user also claimed they had a similar experience just months into their membership with the app.
'I’m noticing all classes in my area increasing in number of credits it costs to reserve by quite a bit,' they wrote.
ClassPass Credit Costs
- 8 credits = $19 per month
- 26 credits = $55 per month
- 48 credits = $99 per month
- 80 credits = $159 per month
- 100 credits = $199 per month
- 150 credits = $299 per month
'For example, classes that used to be eight or nine are now 13 to 15. Classes that used to be six or seven are now nine to 12. I was usually able to get most classes for under eight credits, which seems pretty much impossible right now.'
ClassPass, however, has insisted that credit values are not based on individual user data or personal attributes.
The company stressed that its system does not use booking history or past behavior, how often a member visits a specific studio, demographic information, personal identifying information or any one-to-one or user-level credit rules.
Last week, ClassPass clarified how credits work amid the mounting online speculation that it purposely ramps up the amount of credits needed for a class.
In a statement shared on its official website, it explained that credits for classes increase or decrease depending on timing, overall demand, promotions and studio settings.
Online, social media users had suspected that class credits were hiked due to ClassPass subscribers returning to a particular studio.
However, ClassPass refuted this myth and implored that it doesn't raise credit amounts due to customer loyalty to a business.
In a statement, it said ClassPass doesn't use any individual user data when adjusting credit amounts.
'They change when that studio's classes become more popular overall or when overall interest rises at specific times, regardless of who's booking,' it said.
'In reality, ClassPass doesn't use an individual's visit count as a factor for credit amounts.
'Your frequency at a particular location doesn't make that location require more credits for you personally.'
ClassPass claimed that the increase in credits is due to an increase in studio popularity, which can happen through strong reviews.
As interest rises, credits often rise and ClassPass members will compete for spots.
ClassPass puts down the credit increases to wider community behaviors rather than individual ones.
'The system responds to demand across all members and the studio's own capacity management,' it said.
'You can keep returning to your favorite spots without worrying that your loyalty automatically "penalizes" you with higher credits.'