Member FAQ’s
Momence Help/FAQ’s
Q: How do I book classes using my membership?
Here is how to book with your membership via the Momence App
Here is how to book with your membership via the desktop
Here is how to book with your class card
Q: How do I add ACH/Direct Debit to my Momence profile to avoid credit card fees?
You must use the desktop version to add Direct Debit as it cannot be added via the app. You can login here: https://momence.com/sign-in
Tutorial: Adding Direct Debit to your Momence account for payment.
Q: How do I cancel myself from a class?
Tutorial: How to cancel your attendance from a class via the desktop.
Tutorial: How to cancel your attendance from a class via the mobile app.
Q. I am on the waitlist and received a notification that a spot opened. When I tried to accept the spot, I received this message:
1). "The spot you are trying to book in (Class) on (Date) at (Time) has already been booked by someone else."
This means someone beat you to the spot. When a spot opens, the system notifies everyone on the waitlist, and then it is first come first served.
2). "Your attempt to book a spot in (Class) on (Date) at (Time) wasn't successful. If you still wish to attend, please contact the host directly."
This means the payment method you used to join the waitlist is no longer valid.
For example, if you joined the waitlist using your membership or a class credit, but then used that credit to book another class and no longer have any credits available, the system won’t be able to add you to the class.
To fix this, you can either:
Cancel another class to free up a credit, or
Go to the calendar and book the class as a drop-in.
Q. I am trying to book a class, and I have received this message:
1). "You have reached the limit for the current usage renewal period. Please wait until your usage limit renews to use it again."
This means you’ve used all of your membership credits for your current billing cycle. Your class allotment is based on your specific billing cycle—not the 1st of the month (unless that happens to be your billing date).
For example, if you have a 4x/month membership and your billing cycle begins on January 5, you would have until February 4 to use your four classes. Your next cycle—and new set of class credits—would begin on February 5.
To check your billing cycle date, go to the “My Membership” tab in Momence.
2). "Unfortunately you do not have access to this class. Please contact the host for more information."
Some classes are not suitable for new clients or require a level of prior experience before attending. For example, Reformer 1 requires that you first complete our Foundations class at Thrive. Intermediate level classes require months of consistent weekly practice at Thrive and a mastery of the foundational and basic levels. You’ll be tagged in the system with permission to book these classes once it’s appropriate for you. Please reach out to us if you’d like to discuss your experience or determine which class is the best fit for you.
Membership FAQ
HERE is a general overview of using your membership in Momence.
Q. What membership options do you offer?
We offer memberships for:
4 group classes per month
8 group classes per month
12 group classes per month
All memberships require a 3-month initial commitment.
Q. Are there any membership perks?
Yes! Members enjoy:
The ability to book classes up to 3 months in advance
Access to discounted drop-in classes if you want to attend more sessions in a given month
Q. How does billing work?
Memberships are billed monthly at the applicable rate and operate on a recurring payment schedule.
Q. When can I use my classes?
Your classes must be used within your billing cycle each month.
Example:
If your billing cycle starts on January 5 and you have a 4-class membership, you have until February 4 to use those 4 classes. A new cycle—and new allotment of classes—begins on February 5.
Q. What happens after the 3-month commitment?
After the initial 3-month term, your membership will automatically renew on a month-to-month basis.
Q. Do unused classes roll over?
No. Unused classes do not carry over to the next month, regardless of circumstances. This is a “use them or lose them” system. Membership credits are offered at a significantly discounted rate and consistent application of this policy is necessary for the studio’s long-term sustainability.
Q. Can I pause my membership?
Yes. Members may pause their membership for one billing cycle per year for vacation or other planned absences.
If you need a pause due to surgery or other extenuating circumstances, arrangements must be made in advance.
Q. Can I pause my membership in the middle of a billing cycle?
No. Memberships cannot be paused once a billing cycle has started and charges are non-refundable.
Q. What if my membership no longer fits my schedule?
If your current membership no longer meets your needs, you may switch to a different membership frequency, move to a class card, or attend using drop-in rates. Arrangements must be made before the next billing cycle.
Please note that all membership changes are subject to a $15 administrative fee. This fee helps cover the administrative time required to process membership updates and is applied to all membership changes.
Q. Can I cancel my membership?
Yes. After the initial term, you can cancel anytime before your next billing date to avoid being charged for the following month.
Q. What happens if the studio cancels a class?
If a class is canceled due to weather, instructor illness, or another studio-related reason, the class credit must still be used within the current billing cycle. The exception is when a cancellation occurs within one week of your next billing date and there is no reasonable opportunity to use the credit before the cycle ends.
Studio Policy FAQ
Q. What is your cancellation policy?
To cancel or reschedule without charge, we require at least 24 hours' notice for private sessions and 8 hours' notice for small group classes.
Late cancellations and no-shows are subject to the full charge or loss of credit. Late cancellations and no-shows prevent other clients from booking those spots. This policy is strictly enforced to ensure fairness and maintain the studio's schedule, and are applied consistently to every client.