Customer Service

Have a Question? We Can Help.

Our goal is to deliver legendary customer service to our members at all times.


Please see our COVID-19 FAQ Page.

While we hate to see you cancel your membership, if your club is open, you can send a letter (preferably via registered mail with delivery notification) to your home club requesting to cancel, or you can stop by your home club and cancel in person.  If your club is still closed or you have other questions, please contact our member services department. Please note that the Member Services department is open Monday through Friday and they will respond to your inquiry as soon as possible.  

For all locations that are currently closed, we have proactively frozen all memberships on your behalf. You will not be charged any fees until your club reopens.

If you are cancelling because you’re unsatisfied with your Planet Fitness location, please speak with your local club manager before making your final decision. We love feedback and would love the opportunity to improve and hopefully change your mind!

You can transfer your membership online with just a few clicks . You are eligible to transfer online if all of the following are true:

  1. You are not a minor

  2. You have been a Planet Fitness member for at least 90 days

  3. You haven’t transferred your membership in the past 90 days

  4. You don’t owe any outstanding dues or fees at your current club, have a financial cosigner, or a third-party subsidized membership

  5. You have a membership that is billed monthly, not a Paid in Full membership.

Contact your home club for assistance if you are not eligible to transfer online.

Your local club is the best place to go for help with any billing-related issues (including requesting refunds). If you simply need to update your billing information or review your membership agreement, you can do that online.

Annual fees are billed to a member once per year. Your annual fee billing date is dependent on your join date and membership type. A staff member at your club can help you determine when your annual fee date is.

We offer PE@PF – a series of focused fitness training sessions led by certified fitness instructors that’s designed to help members get familiar with the equipment and to build an individual workout plan to follow at their own pace. PE@PF sessions are done in small groups, free to our members, and available on a first-come, first-served basis. We encourage people to sign up in advance, as they fill up quickly! You can find our PE@PF class schedules on the web page for your club (search for it here), at the front desk in your club, or on the PF App (if you haven’t downloaded the app already, you can find it in the Apple Store or Google Play).

Upgrading your membership has never been faster or easier. You can do it all online (you’ll need your PF Club Pass number). Or, stop by the club and our front desk staff can do it for you. Club staff can also help you downgrade your membership.

That one is easy! Click here. Use your email address which you used to signup with and if you have not been issued a password, simply click forgot password to reset.

The method in which members are able to pay for their monthly membership varies by location, but many Planet Fitness clubs accept payment through chequing accounts only. We require an Electronic Funds Transfer (EFT) through chequing accounts for your convenience: This allows us to be able to continue your membership without interruption or the hassle of updating your payment information if your credit cards are lost/stolen, invalid or expired.

You can join PF if you are 13 years or older with a parent/legal guardian's permission. Members aged 13 and 14 years old must be accompanied by a parent or guardian when they work out. Members who are 15-17 years old (15-18 in regions where 19 is the age of majority) must have a signed waiver from a parent or guardian.

In order to keep our membership cost conveniently low, we do not offer childcare services. And for the safety of children under the age of 13, we ask that they do not come into the facility. We do try to keep our clubs open as long as possible to accommodate all schedules. Check with your local club for their hours.

We’re all for people expressing themselves, but do ask that clothing that may be perceived as intimidating, revealing, or offensive not be worn in the club. We also do not allow clothing that may present safety hazards or damage equipment. Examples of clothing that is not allowed include:

  • Open-toed shoes or sandals

  • Mud-caked, greasy, or soiled shoes or clothing

  • Jeans or pants with prominent grommets

  • Clothing with messaging that a reasonable person may find offensive or otherwise inappropriate

Contact Your Home Club

Contact Your Home Club

Contact 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.

Still Need Help?

Still Need Help?

If you have already contacted your home club and still need help, please contact the Member Services Team.

Still Need Help?