ClassPass review: Charged QAR 300, account still paused, support refuses to investigate

Extremely disappointing experience with ClassPass support.

On 10 November 2026, two payments were deducted from my card via Apple Pay: QAR 300 for my monthly membership and QAR 98 for a missed reservation fee. Both transactions are completed on my bank statement, not pending, and both show the ClassPass merchant name.

ClassPass accepted the QAR 98 and marked it as “Paid” on my account. The QAR 300 from the same card, on the same day, was supposedly “declined”, yet the money left my account. My membership remains paused.

The AI chatbot repeated the same instruction over and over: update your payment method. It refused to provide an email address and kept going in circles. When I finally reached a live agent, I received the exact same answer. I shared screenshots, transaction details and the transaction reference number. I asked three times for the case to be escalated to the billing team and for a ticket number. Every request was ignored.

The agent’s final answer was that ClassPass cannot locate the payment and that I should contact my card provider myself, then closed the chat. No escalation, no ticket number, no written confirmation, no resolution.

So the options I was given are: pay a second time with another card, or chase my own bank for money that was taken by ClassPass.

There is no phone line, no email support, and the chat is designed to push you back to “update your billing” regardless of what evidence you provide. A company handling recurring payments should have a proper process to trace a charge when a customer shows proof of deduction.

Be very careful with billing on ClassPass. If something goes wrong, you are on your own.