Member Services & Support

Need Help?

You've come to the right place! On this page you will find information on how your home club can help solve your issues, frequently asked questions and a form to contact our corporate member services team.

In order to better assist you, please contact your local club for any question or concerns. Your local club is best equipped to address your needs as they are independently owned and operated. If you require additional assistance please contact our World Headquarters.

The Best Place To Get Help Is Always Your Home Club

As each club is a privately owned franchise, the best place to get help to your questions and concerns is in your home club. Call or stop by your home club location and speak with a staff member at the front desk, they will be more than happy to assist you. Our goal is to deliver exceptional customer service to our members at all times.

Your home club can help you with:

  • Quality concerns
  • Billing issues
  • Upgrading / downgrading your membership
  • Cancelation
  • Transfer home clubs
  • Concerns with the atmosphere
  • General complaints
  • Any other issues you may need help with

We value you as a Planet Fitness member and always appreciate you taking the time to provide us with feedback to help improve your experience. We make it a goal to provide all of our members with a facility that has a trained friendly staff, spotless locker rooms/gym floors, and clean well-maintained equipment.

 

FAQ

When are my monthly dues charged to my account?

17th of each Month - Your monthly dues are charged each month on or around the 17th. You must formally request to cancel your membership in your home club to stop billing. Your membership agreement includes the details for the monthly dues billing.

When is the annual fee billing date for members that signed up BEFORE January 1st, 2014? Black Card membership, June 1st - As referenced in the membership agreement, the Black Card annual membership fee, to be charged each year, on or around June 1st. The cutoff date to cancel your membership is before the annual fee billing is May 25th. Your membership agreement serves as notification of the annual fee billing.

Standard membership, October 1st - As referenced in the membership agreement, there is a membership fee, to be charged each year, on or around October 1st. The cut off date to cancel your membership is before the annual fee billing is September 25th. Your membership agreement serves as notification of the annual fee billing.

When is the annual fee billing date for members that signed up AFTER January 1st, 2014? For both membership types, the dates of annual fee billing will be based on the member’s original JOIN DATE.

Join DateAnnual Fee Date
Jan 1 - April 30June 1
May 1 - August 31October 1
September 1 - December 31February 1

How do I cancel my membership?

If you want to cancel your Planet Fitness membership, please visit your home club and ask the front desk staff for a cancelation form. You will need to cancel before the 10th of the month to avoid being billed for that month. We are proud to have a very low cancelation rate at Planet Fitness. If there is something we need to do to keep you as a member, please let us know, as we would appreciate your feedback. If you do cancel, thank you for being a member and we hope to see you back in the near future!

Note: Memberships cannot be cancelled via fax, phone, or email. If your membership has a 12-month commitment and you wish to cancel before the commitment is met, you can pay a $58 buyout fee and cancel anytime

Members that cannot make it into the club must send a letter (Certified mail) to the club before the 10th of the month to avoid billing charges.

How do I pay an outstanding balance?

You may pay your balance in person at your home club, or online through Member Services. To access Member Services online, go to www.planetfitness.com, click on the state of your current location. Scroll down to your current location and click on Click Here to View Club Site. Select Pay Balance from Member Services. You will need to enter your last name and membership # to locate your membership record. If you need to update your billing information, be sure to submit the separate form for that, located under Edit Account Info.

Note: All billing changes must be received by the 10th of the month, to take effect for that same month’s billing. A $10 service fee is assessed each time a payment is returned as uncollectible.

How do I transfer from one club to another?

Monthly memberships can be transferred to another Planet Fitness franchise location. This is a free service that we offer to you! To transfer your membership, you must meet the following 3 requirements:

    1. You must have a monthly membership (prepaid memberships are NOT transferrable)
    2. You must have a current membership in good standing (i.e. you do not owe a balance)
    3. You must be at your current location for at least 3 months

If you meet these requirements, you may fill out a transfer request form through the website of your current location. You will need to enter your first name, last name, and any suffixes if applicable, as it appears on your membership agreement. You will also need your membership number or key tag number. From www.planetfitness.com, click on the state of your current club location. Scroll down to your current club location and click on Click Here to View Club Site. Select “Transfer Membership” from the “Member Services” link. You will receive an immediate response regarding the status of your transfer request.

How do I convert my membership – upgrade or downgrade my membership type?

Members can change their membership plan at any time by stopping by your home club. The start-up or initiation fee on the particular plan of which the member changes will apply.

Does my club take cash as a form of payment?

Unfortunately, we do not accept cash as a form of payment for the monthly and annual dues. All of our memberships require that you put billing information on file so that the monthly and annual dues may be deducted from either a checking account and/or credit card.

We are also unable to accept payments in full unless that club location is offering a paid in full membership promotion at the time. Only in the exception of the paid in full memberships do we allow cash as a form of payment, however this membership is not available at all locations. Since our locations are independently owned and operated, you would want to check with the club location to see if they are offering such a promotion.

How do I sign-in for tanning or chair massage services?

Tanning is on a first come-first served basis. Members just need to stop by the front desk to add their name to the sign-in sheet for an available slot. You can sign in before, during or after your workout. Please note that eye protection must be shown to the staff member on duty upon tanning. The sign-in process is the same for the massage chairs. The staff member will give you a token to operate the chair for each use.

Can you explain the two billing section for on-line joins?

There are two billing sections on the online join form. The first section is to pay for the total amount that is due at sign up. A credit card or a debit card is required since the total will be charged upon enrollment. If you desire to pay using cash or a check, you may do so by signing up at the location.

The second section is to pay for monthly dues and the annual fee. You have the option here to use a checking account or a credit card (note: some locations accept a checking account only).

What is a Lunk Alarm?

The Lunk Alarm is something we have in all of our locations nationwide, as part of who we are and what makes us different. A LunkTM is someone who grunts, drops weights or judges. This alarm goes off when someone is grunting at the gym, drops weights or is judging others/making others feel uncomfortable. At Planet Fitness, we do not cater to bodybuilders, dropping weights, or grunting. We want our members to feel comfortable in a non-intimidating atmosphere. We are about general fitness, and most of our members are in fact first time users of a gym.

In order to better assist you, please contact your local club for any question or concerns. Your local club is best equipped to address your needs as they are independently owned and operated. If you require additional assistance please contact our World Headquarters at 1-844-880-7180